Consumer complaint received 2024-11-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
On XX/XX/XXXX, I received from Shellpoint Mortgage Servicing an Annual Escrow Account Disclosure Statement dated XX/XX/XXXX. Page XXXX of the Statement erroneously listed an " Anticipated Payment '' from escrow in XX/XX/XXXX in the amount of {$7100.00} for " XXXX XXXX XXXX ''. This caused my new total monthly payment to increase from {$530.00} to {$1200.00}! My condo unit is only XXXX square feet. My apartment is one of XXXX units in my condo building. 

On XX/XX/XXXX, I advised Shellpoint via their " Contact Us Page '' that the XXXX XXXX XXXX Insurance premium is not paid through my escrow account ; that I pay my monthly XXXX fees to my condo association and the condominium association pays the {$7100.00} premium to the insurance company because this policy covers the ENTIRE BUILDING which consists of XXXX condominium units, including mine. I also faxed a letter with the same explanation to XXXX and mailed the letter to Shellpoint, XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. In all of my communications, I requested the monthly payment amount be recalculated once the erroneous {$7100.00} " Anticipated Payment '' was removed. I attached a copy of the XXXX XXXX XXXX XXXX XXXX XXXX to each correspondence. It shows that the insured is my condo association. 

I also spoke with Shellpoint 's insurance department on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX, XXXX advised she updated the XXXX XXXX XXXX payout to XXXX and that I was to contact Shellpoint Customer Service to request a rerun of the escrow analysis recalculating the monthly payment amount after the erroneous {$7100.00} " Anticipated Payment '' was removed. I did so on XX/XX/XXXX. I have followed up with phone calls on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to inquire as to the status of my request and was always told Shellpoint was working on it. 

To keep my account current, to avoid late fees, and to keep Shellpoint from reporting a late payment to credit bureaus, I was forced to pay the incorrect amount of {$1200.00} for XX/XX/XXXX. 

My online account with Shellpoint reflects that the {$7100.00} was removed from the Taxes and Insurance page, but Shellpoint has not yet provided a corrected escrow analysis nor have they reduced the monthly total amount due to the correct amount. It still shows a monthly amount due on XX/XX/XXXX of {$1200.00}. 

Shellpoint has sent me letters - none of which address the issue at hand and all of which are vague, indefinite form letters which include no reference to my specific issue nor what steps Shellpoint is taking to correct their error. My correspondence, Shellpoint 's correspondence, the Escrow Analysis, and the erroneous XXXX XXXX monthly mortgage statement are attached. 

Shellpoint has been advised they made a mistake, but it is not taking any action to correct it. With every month they do nothing, Shellpoint is demanding I pay more money than the Lender is entitled to.

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 explanation