Consumer complaint received 2018-02-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
On XX/XX/XXXX, I received a hello letter from ShellPoint mortgage, who began servicing my loan. On XX/XX/XXXX, I made the initial mortgage payment, consisting of principal and interest. My monthly mortgage payments are current, and I pay my own property taxes. The problems started on XX/XX/XXXX, when ShellPoint mortgage set up an annual tax escrow account for tax year XX/XX/XXXX. On XX/XX/XXXX, I notified ShellPoint mortgage that my XX/XX/XXXX property taxes would be fully paid by year- end XX/XX/XXXX, and that my taxes have never been subject to an escrow account. ( There were no overdue taxes on account. I have owned my property for decades ). On XX/XX/XXXX, I prepaid the remaining amounts owed on my XX/XX/XXXX property taxes. Effective XX/XX/XXXX, I owed {$0.00} dollars for XX/XX/XXXX taxes. On XX/XX/XXXX, I notified the managing director of servicing, XXXX XXXX, that my XX/XX/XXXX taxes were paid in full, and that no tax payments were owed for the next thirty -days, or anytime soon ; in my area, XX/XX/XXXX tax assessments are not scheduled to be issued until early summer of XX/XX/XXXX. XXXX XXXX requested proof of payments, and provided me with an email address. On XX/XX/XXXX, I sent in the proof of payments as directed, and the following day received confirmation of email receipt ( s ). Nonetheless, on XX/XX/XXXX, I received a threatening letter from the Loss Mitigation Department at ShellPoint mortgage, who falsely claims past due amounts owed, ( which, includes a late payment fee for my XX/XX/XXXX monthly payment, which was timely made ), and threats to call in my loan. 

On XX/XX/XXXX, I spoke with the servicing department at ShellPoint mortgage, who apparently lacks the necessary power to make adjustments on accounts. 

On XX/XX/XXXX, I sent ShellPoint mortgage a detailed letter, and re-submitted proof of property tax payments for XX/XX/XXXX, ( via email, fax, and express mail ), and also sent a copy of the delivery receipt for the XX/XX/XXXX, mortgage payment. 

In my letter of XX/XX/XXXX, I requested the following from ShellPoint mortgage : To be removed from their escrow system, ( no property taxes are due forXX/XX/XXXX, or within the next thirty ( 30 ) days, or anytime soon ) ; that ShellPoint mortgage make all necessary corrections to my account ( ShellPoint mortgage is owed no money ) ; the return of an overpayment made by me on XX/XX/XXXX, for {$460.00} dollars. An error in the ShellPoint mortgage telephone electronic system caused an overpayment on account, which has not been credited or returned. Instead ShellPoint mortgage used the money to fund the alleged escrow account for XX/XX/XXXXpayments, even though full payment has been made. I request that loss mitigation cease and desist from sending harassing and intimidating mail. To date, ShellPoint mortgage has opted to ignore the facts, and the submitted proofs, showing no payments owed on accounts. I request your assistance in this matter. Thank you.

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