Consumer complaint received 2016-09-02 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
XX/XX/XXXX, we received a letter from SHELLPOINT Mortgage Service, saying our monthly payment would rise nearly {$1300.00}, due to the change in terms outlined in our mortgage documents, this was to happen in XXXX XXXX. We called Shellpoint, and said that these changes were not due until XXXX XXXX, as clearly outlined on the first page of our mortgage. They said they would look into in and get back to us. They never did. I called again two weeks later, and was told the same thing. They never got back. 
Yesterday, XXXX XXXX XXXX, I contacted them again. I was told by a woman named XXXX that according the documents they had, we needed to pay the higher fee in XXXX XXXX. She also asked if the loan had been modified ( which it had n't ). She said if the loan had been modified, then the original terms would be null and void. I said it had n't been modified. She said looking her docs it appeared to be modified. I again said it had not. She finally agreed to this. Then she read from a document, and quoting that document she said our terms lasted 9 years from when we signed in XXXX. She referenced a page number, and quoted this information again. 
Later that afternoon, I looked over our mortgage in detail, and there was no such information. I called Shellpoint back, and informed them that if XXXX was reading from a mortgage doc that said we had to start paying a higher monthly in XXXX XXXX, instead of XXXX, they had fraudulent documents, and someone had altered our mortgage and committed a crime. 
This sprung them into action. Instead of ignoring me, I was told several supervisors and people in the loan department were looking over the situation. 20 minutes later they corrected the error, and said we were right, that we did n't have to pay a higher monthly until XXXX XXXX. 
I then brought up my concerns with supervisor XXXX XXXX. I said I would like to see the document XXXX was quoting from. XXXX XXXX said it was human error, that she had misread the information, thinking that 120 months was 9 years. I said that she quoted more than once, and referenced a page number, that said " 9 years. '' XXXX XXXX said to forget it, and that he solved my problem in one day. I pointed out that it did n't take a day, we started trying to get this solved in XXXX. He again said it was over. I said I wanted him to send me the document XXXX was quoting from. He again said just to forget about it. I asked that he email me the new rate information by email, which he promised to do, and has not though I contacted him twice. 
Here are my concerns : 1 ) Shellpoint is engaged in deceptive practices. They did not address our concerns, even when we quoted them our mortgage. Their response was " Our information is correct. '' 2 ) It might be that Shellpoint did, in fact, alter documents, in the hope that we would believe them. Or they were just lying. In any case, they did n't not take our concerns seriously, until it was pointed out that what they were quoting to me, if that was on their documents, was fraud. 
As I pointed out above, XXXX quoted from a page she was reading. 
3 ) Once they were proven to be in error, XXXX XXXX did everything possible to end the conversation, and get me to forget what had happened. He would not co-operate with me in finding out what document XXXX was reading. 
4 ) It is clear Shellpoint is a company operating on the thin edges of legitimacy. A XXXX search reveals similar complaints where Shellponit was deceptive, rude, and dishonest.

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