Consumer complaint received 2021-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
In XXXX I obtained a real estate loan secured by a deed of trust on my residence from DiTech, a subsidiary of XXXX. A few years later they went out of business when XXXX went bankrupt. The loan was transferred to Green Tree who, after several years changed their name to DiTech. After a few more years DiTech went bankrupt ( perhaps DiTech is not a good luck name ) and the loan was transferred to NewRez and it's subsidiary, Shellpoint. Since then I have had nothing but trouble. Almost immediately they began adding charges for an escrow account. When I contacted them to find out why, they claimed it was for insurance for the property because I had not provided proof of insurance. I explained that there was a homeowners association that purchased insurance out of the homeowners dues and that the previous two lenders never seemed to have any trouble getting the proofs of such from the management company, so I gave them the contact information for the management company. I never heard anything back from them but the escrow charges kept adding up, so I called them again. This time they outright lied to me. The person to whom I talked said he had called the management company several times but nobody ever answered the phone. I have called the management company many times and somebody always answers the phone promptly. He had no answer for why no one called me to tell me there was a problem reaching the management company, So I called the management company, who answered the phone promptly and told them the problem. They emailed me the proof of insurance and I forwarded it to NewRez. I heard nothing from them but the extra charges kept adding up. I called them again and they said they got the proof for the current year but not for the previous year. They had never said anything about a previous year. So I called the management company again and this time they sent the proof directly to NewRez. Still I heard nothing. I called again and this time they admitted they had received the proofs but no one had removed the erroneous charges. They said they would do it. The latest statement I have from them dated XX/XX/XXXX says I owe them {$4500.00}. I have had several people admit that the adding of insurance charges and deleting them has confused things so much no one can explain where they claim I have missed payments, and yet there is still an escrow account accumulating charges. I tried to contact them today to tell them where they have made errors, but they refused to talk to me unless I gave them the date that my last payment was logged into their account. I explained that the payment is sent by my bank on or about the first of every month but I have no way of knowing when they receive it and when they log it into my account. They still refused. I asked to talk to a supervisor. They said they were transferring me to collections. The person who answered was almost unintelligible and he also refused to talk to me if I didn't tell him the date they logged the last payment. I asked his name and he said, " XXXX. '' I asked his last name and he refused. I asked his department and he said, " Loss Mitigation. '' It appears nobody is trained to do their job, only to lie. I asked for contact information for the government agency overseeing their business and he professed ignorance. I told him I thought he was legally required to give me that information. He said he didn't know anything about that.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation