Consumer complaint received 2019-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
My loan transferred from XXXX XXXX to Shellpoint in XXXX of XXXX. 
Representatives at Shellpoint seem to be very uneducated and incapable of resolving or explaining issues pertaining to my mortgage. 
I have made several call and to the company and spoken with several representative along with making requests verbally and via email for a Manager to contact me back to resolve the outstanding issues. 
Shellpoint is committing a crime by adding force placed insurance to my mortgage loan of {$2000.00} added both in XX/XX/XXXX and scheduled to bill me again in XX/XX/XXXX per their mortgage analysis. I first reached out to Shellpoint   regaurding this in XXXX. The Team lead I spoke with stated he did see where I am insured by XXXX insurance and didn't understand why I would have force placed insurance. He requested me to send a copy of the policy just in case and he would note the file. 
I expressed concern that I was still being billed {$2000.00} XX/XX/XXXX and should not have because have had no interruption of insurance ( I only changed insurance carriers and the mortgage company paid the insurance out of my escrow ) The rep stated he did show the amount but was positive it was not added to my account balance. He stated he would have a new escrow analysis completed and sent out to me reflecting there was no charge for Hazard insurance and no change in my monthly payment due. I emailed the copy of the EOI to Shellpoint  XX/XX/XXXX and received no new written analysis and it assumed the issue was resolved. My XX/XX/XXXX and XX/XX/XXXX stated payment appeared to be accurate. I did however place several more calls to Shellpoint because I did not get written confirmation that this issue was cleared. Online I could still see that the charge for {$2000.00} XXXX was still reflecting and not reversed. Still no resolution. I did however believe that the issue was resolved because there was no issue in my XXXX and XXXX Statements that is until I received my monthly statement for XXXX requesting me to pay {$1900.00} I promptly called Shellpoint again and issued a complaint and pointed out errors. I was assured that everything wld be corrected and a Manager wld call me back. I received my XXXX statement and this statement shows a payment due for {$1100.00} where I again placed a call to Shellpoint bringing notice to the error and the fact that I have insurance. No one was willing to help and I was told the issue wld go for Manager call back. To date I have received no communication from Shellpoint. On XX/XX/XXXX I did send an email to Shellpoint regarding my unanswered complaint this was done due to having received a collection call and being advised that my credit wld be effected by the short payments because the error has not been corrected my credit and my property wld be at risk. I again asked for a Manager call back and did also advised I would be filing this compliant. I have attached copies of the email 's sent to Shellpoint, the EOI and escrow analyses both from XXXX ( previous servicer that shows them paying my insurance company ) and Shellpoint escrow analysis along with monthly billing statements and payment history.

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