Consumer complaint received 2020-05-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: MO

Complaint narrative:
I am reluctantly submitting this complaint after making a good-faith effort to resolve this issue. We refinanced our mortgage in XXXX, XXXX. The loan was subsequently sold to an investor ( XXXX XXXX XXXX XXXX ) and Shellpoint Mortgage Servicing became the servicer on the loan. We are required under the terms of the mortgage to escrow for taxes and insurance. That is where I have run into trouble with Shellpoint. 

Our annual homeowner 's policy premium of {$7200.00} was due on XX/XX/XXXX. On XX/XX/XXXX, I was startled to learn from my insurance company, XXXX XXXX, that they had not received payment. Since then, I have called Shellpoint on the following dates asking that they resolve this : XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. With the exception of the first call when I was reassured the check had been mailed but there were mail or processing delays, on each call I was reassured that they would reach out to XXXX XXXX and straighten this problem out. Notably, on XXXX I was told the most recently-mailed check would be cancelled, and a new one sent immediately. Presumably, this would have been received by now, but now on XX/XX/XXXX XXXX XXXX says it has not. I do not know what the difficulty is, or where this is going wrong. 

In the meantime, I also found an email address online, XXXX, and emailed it on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. I know this is a working email address because each email received an autoreply that my message has been received and follow-up will be pending. These emails have been ignored. 

XXXX XXXX, with whom I've had this policy for three years without problems until Shellpoint became my mortgage servicer, tells me that they have attempted to get Shellpoint to send them payment multiple times. XXXX XXXX has has now given up on Shellpoint and is billing me directly. As of XX/XX/XXXX, my policy is severely overdue for payment and a cancellation notice will likely be sent out in the near future. 

I have tried to be understanding. These are strange times. Perhaps the initial check got lost in the mail. However, it is inexcusable that after seven weeks, despite constant calls and emails from both me and XXXX XXXX, my escrow company has failed to execute its fiduciary duty to pay my insurance bill on my behalf. My spouse is a XXXX XXXX XXXX  and we are at risk of contracting COVID-19. What if we were sick and incapacitated and unable to keep hounding Shellpoint to make this payment, and the insurance on the roof over our head lapsed? 

I have had four mortgages in 15 years and never once had to think about, or get involved in in any way, my escrow accounts. Shellpoint has failed to make the very first payment due now that they are newly my servicer. I respectfully ask that the government step in and help ensure that this problem gets resolved expeditiously, as I have lost confidence in Shellpoint.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation