Consumer complaint received 2019-03-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
This is the second complaint I am filing against NewRez/XXXX XXXX/Shellpoint Mortgage Company. In XX/XX/XXXX, I received notice from you that the company was in contact with me and resolving the matter ; therefore, you had closed the case. The company did NOT contact me to resolve the matter. 

I have an excellent credit rating and pay my mortgage every month without fail. In XX/XX/XXXX, XXXX XXXX transferred my mortgage to this company. From that time on, I have received inaccurate mortgage statements, and the first seven ( months ) listed different amounts owed. I was constantly being charged overages, late charges, etc ; which would then get reversed when I called and complained. The company also mailed my statement late each month. To date, the only thing that has changed is the company mailing me the statement on time. I have been forced to mail each payment as certified mail, with return receipt requested, since XXXX XXXX/Shellpoint has charged my account as late ( later agreeing that it was not late and removing the charge ). I do have names and dates of these conversations. 

I had an escrow analysis conducted in XX/XX/XXXX. NewRez/XXXX XXXX/Shellpoint  then conducted another this XX/XX/XXXX ( after stating that they would not conduct another for a full year ). My mortgage is now approximately {$130.00} more than last year ; and I am in disagreement with the company 's analysis and handling of my account. 

The current issue involves the escrow analysis and subsequent increase in my account. I wrote three ( 3 ) letters to NewRez/XXXX XXXX/Shellpoint since receipt of the new escrow payment demands. XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I sent the letters to several addresses ( as they have several listed ). In my letters, I stated that I was in disagreement with the analysis conducted. I requested information on the procedure for paying my own taxes and insurance. I have received NO response from the company save for continued statements requesting money on this new amount. 

Today, XX/XX/XXXX, I spoke with XXXX XXXX from Shellpoint ( they use all three names interchangeably ). She checked my file and saw the letters, stating that they had been listed as " general correspondence ''. She stated that the company does not respond to letters that are " general correspondence '' ; they will only respond to a dispute. 

Ms. XXXX suggested I write yet another letter, putting the word " dispute '' under the heading. I will not write yet another letter to this company. They need to respond to my letters, sent with each of the payments made in the past three ( 3 ) months. 

I will be happy to provide you with the specificity needed to support my claim. I have looked at other CFPB complaints listed and find that my experience with this company is not unique. I do not understand how they can continue to operate in such an unethical manner.

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