Consumer complaint received 2024-12-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: PR

Complaint narrative:
I currently have a mortgage loan and the bank that has managed it since XXXX is Shellpoint Mortgage Servicing. Their address is : XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX ; telephones numbers : XXXX. XXXX. 

The investor who purchased the account in XXXX is XXXX XXXX XXXX  XXXX, mailing address : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX. 

The point of controversy is that Shellpoint is billing me since last XX/XX/XXXX, {$2300.00} for property taxes that have allegedly not been paid. I proceeded immediately and request a certification of XXXX ( XXXX ) debt from XXXX and send it to Shellpoint by certified mail and requested that the charges be dismissed. I made multiple calls about it without having a concrete answer by XX/XX/XXXX I wrote again explaining the situation, and called them again finally they transferred me to the property tax division of the bank and speaking with them I discovered that the property number they ( Shellpoint ) have is not the same as property was assigned by XXXX XXXX  XXXXXXXX XXXX XXXX  XXXX by its acronym in XXXX ( XXXX ) they had a different one. 

After realizing that, I immediately went to the XXXX offices to re-confirm that the number that my certification had was in fact the correct one of the property and thus had been certified by them. once I clarified that the bank had the wrong number, I wrote to them and once again I sent them an updated certification stating that the information I have is correct one that they need to confirm within XXXX office and make the proper correction. In response to my letter, they wrote to me requesting additional time to be able to work on the case and investigate. In XX/XX/XXXX, I contacted them again, they couldn't give me a concrete answer about what they had done in XXXX they wrote and asked me again for a certification of no debt because they couldn't request it directly to the XXXX office, once again I proceeded to send them the certification required by certified mail then I called in XXXX nothing yet, called again in XX/XX/XXXX they have confirmed that they have all the documentation requested, however they can not explain why they have not processed it yet. 

The customer service representative said it will takes a little more than a week to process it, which I gave reasonable time for them to process so I just call again Tuesday, XX/XX/XXXX the customer service representative was surprised because the information had not yet been submitted, the certification was in the system, he mentioned that there was no reason why that information had not been processed. 

I was told once again that we must wait but on this occasion the customer service representative informed me and explains that he can not eliminate the charges until they ( Shellpoint ) make a refund request to XXXX and once XXXX will reimburse the money, they will drop the charges, If they do not refund the money the charge for {$2300.00} will remain. I understand that if the error was caused either by the financial institution or the XXXX, that is an issue between them to resolve, I do not have to be penalized for it or been in the middle of it. 

Since they have dragged their feet on the matter for more than a year without being able to resolve it, I sent them a letter last Wednesday, XX/XX/XXXX, which I included along with the other documents as exhibits in which I inform Shellpoint that I will open an account in the state court of XXXX XXXX and from now on I will deposit the mortgage payments in that account until they finally eliminate the property tax charges that are not applicable and that Proof of this are the certifications that have been sent updated on multiple occasions. Because of this situation I had to stop sending principal payments so I could have paid off the mortgage by last XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief