Consumer complaint received 2019-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Shellpoint has continued throughout the last few years to force place hazard insurance although I have provided proof of hazard insurance that is covered through my condominium association and that I pay through my monthly association dues, besides a separate policy for homeowners insurance. I am currently on XXXX XXXX with the federal government and XXXX in XXXX, the XXXX XXXX XXXX assisting survivors from Super Typhoon Yoto. unfortunately, due to my deployment, I am  away from my home for several months at a time and by the time I have my mail forward several months have passed, I am proactive and notify all my creditors on my deployment status. I have all my bills paid through online banking and have every creditor that offers online statements active, I pay my mortgage in advance with a couple of months of cushion in case of a government shutdown. I notice an increase for my XXXX monthly payment by over {$300.00} dollars and immediately contacted Shellpoint, since then I was advised that force-placed hazard insurance was added. I immediately contacted my association and they forward me the condominiums hazard insurance policy I then forward it on XX/XX/XXXX to Shellpoint. It seems that after further research my personal content insurance company XXXX XXXX billed Shellpoint alongside myself for my yearly renewal for my personal furniture replacement policy. As I can appreciate their interest in making sure my furnishings are covered in case of an emergency, this is something I have handled personally for sixteen years since I have owned my condominium and paid the policy in full back on XX/XX/XXXX. I requested my insurance company to reimburse Shellpoint and they have provided a check in the amount of {$1000.00} XX/XX/XXXX. Since then I have been battling with Shellpoint to update my escrow analyst and policy to take off the hazard insurance and credit me for all overpayments owed regarding the forced place insurance since XX/XX/XXXX. I have also sent a written request for Shellpoint to close my escrow account and to no longer pay, my personal contents insurance or any third party company request for payments through my escrow account and they are refusing to do so. I have also filed a XXXX XXXX XXXX complaint. I have also been getting the run around from their customer service department to no fault of their own since my account is not properly noted and they do not have a way to explain to me why my mortgage for the month of XXXX is {$900.00} when my P & I payment is {$710.00} and even if my taxes are escrowed in the amount of {$51.00} should give a total of {$760.00}. Moreover, customer service representatives have paraded me throughout every department insurance, escrow and are unable to answer my questions. Shellpoint wants to continue to overcharge me and act like a savings bank for me to continue to pay them in excess so they can reimburse me months after, I am unwilling and unable to continue to overpay Shellpoint. I ask that they once and for all stop, mal administrating my mortgage seize all request for overpayments sand correct my mortgage payments and close my escrow account.

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