Consumer complaint received 2019-09-26 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I inherited a property with a line of credit loan from my father in XXXX from XXXX XXXX XXXX. Payments were under $ XXXX. In XXXX XXXX sold my loan to Shellpoint Mortgage Servicing ( NewRez ) and my payments went up to over {$300.00}. I did not ever miss a payment. In XXXX, I was forced to pay for lender imposed Hazard Insurance, even though I had coverage. Until I could adequately provide proof of this, they started charging me {$600.00} a month which also went into an escrow account. I started to be harrassed about adding to this amount which ended up being over {$3000.00} in escrow for lender hazard. When I could prove I had always had hazard insurance which fully covered my property, they acknowledged this. I never went through any foreclosure process, only threats that if that were to take place, I would receive legal charges in addition. Since I paid the full amount disputed, despite not owing it, I also verified that I was in no way owing them any amount as of XX/XX/XXXX. Since my monthly payments didn't go down, which they were promised to after the enforced hazard insurance was not an issue, in XX/XX/XXXX, I was again assured, there were no legal fees. These are on record in their files. Even though there have been no reasons why my monthly rate is still over {$600.00}, I have paid every month. 

In XX/XX/XXXX, they removed over {$2800.00} from my escrow account and sent a check to my deceased father for that amount in refund. The check was voided, and when I called, they said they would deposit those fees taken into my on record bank account, and I supplied them with my routing and banking numbers, even though they had these ( I pay each month through this account. ) By XX/XX/XXXX, they had recorded in their statement they transferred these funds. No funds appeared in my account. Through persistance, I was able to get them to state that an erroneous ACH to the wrong account occurred and they would rectify it. After more time, I contacted them again, and was informed they again sent funds to an extant account, not even close to the number of my bank account. When I requested confirmation of a new transfer of funds, and the name of person who did the transaction, the bank account and the amount, they demurred. Every day, I get a different response. 
In addition, an added {$950.00} was refunded to my credit, which brings up the amount they owe me over {$3700.00}, but, it is irrelevant, because no funds have forethwith been transferred and they continue to delay and offer me conflicting accounts. 

Meanwhile I was billed for {$1200.00} in outstanding legal fees, which is illegitimate, since the only possible legal expense would have come from the threat of foreclosure almost a year ago, and before any legal action was taken, I paid over {$3000.00} to avert this process. 

They have been able to get away with 2 years of escalating the amounts they charge me in loan fees, including an interest rate, they claim is 4 % but, in calculating it, is much higher, judging from the breakdown of where my {$600.00} plus money goes each month. They are still charging over {$400.00} a month for mere interest towards a loan that has doubled since my father 's loan commences, without it affecting the principle comparative to the fees charged. 

They are completely unwilling to conduct any meaningful settlement, or transfer me to supervisors, communicate in email or meaningful written form, other than to issue me insane statements with amounts owed that are completely fraudulent. 

I believe I am the victim of gross malfeasance, and or incompetence in this organization, yet, they control my ability to have a home, and my credit, my peace of mind and wellbeing. I have no recourse but to seek other agencies to assist me. I KNOW what they are doing is not lawful or moral. If they are doing this to me, they are no doubt, doing this to other people. 

Please help me to achieve what's fair and just. I have never defaulted on this loan, even under great hardships, borrowing money when I had to, and going without necessities to see that I did not fall behind, but, the more I comply, the harder the terms of their demands, and they then ask if I want to short sell my home. They are trying to steal my home, is my impression. My home is worth many times over what this loan is for. I am XXXX, over 60, and have limited funds. 

Please contact me, or direct me to whichever agency can mediate, or investigate the chicanery and misconduct of Shellpoint Mortgage. This complaint is being made after 2 years of wrangling with an entity that is completely indifferent to their customers and who are trying to get me to default and take my home away in more threats of foreclosures, as they do when they escalate the loan based on information they make up and is always difficult to prove, although I have had success up to this date, now I have hit a stone wall, and am fed up.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation