Consumer complaint received 2024-10-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
First mortgage company XXXX XXXX, sold my mortgage, refunded my escrow amount ... .Supposedly sold it to Shellpoint/Newrez ( but they are only a debt collector ) As Shellpoint/Newrez was now handling my payments, I was having a very hard time, trying to get right dept inside Shellpoint to help me with removing any escrow payments, as I paid my mortgage each month ( was never late making monthly mortgage payments only ) Their bookkeeping would never reflect, that I paid the proper Principal/Interest payments each month ... .Instead, their statements sheet sent to me each month, would only show " Unapplied partial payment " ... Which was my correct amount of Principal/Interest ... .But they refused to show it as it was paid properly ... .But they would add a lot of bogus fees, when in reality I paid my mortgage, also would tack on the erroneous amounts of escrow, that was not proper, again cause I paid my own Home Insurance, and Property taxes... 

Each month, I would have to call up customer service, spending 30 minutes- to an hour ... .just paying my monthly mortgage payment, of principal and interest. Would be shuffled between depts ... .As they tried to force me to pay a huge erroneous escrow amounts, as again, I pay my own Home insurance and Property taxes ... .Many times, the agent would refuse to take my normal mortgage payment, if I didn't pay their huge erroneous escrow payments... .So I would have to then ask for a supervisor, just to take my Principal and Interest .... 

Their problem solving dept, would only fein like they cared, as I had proof of my payments to Home Insurance/Property taxes ... .But they always refused to correct anything they did, which I did send by registered mail, with copies of Home insurance/Property Taxes paid ... .They refused to accept, that I was allowed to pay my own bills ... .Which is a violation of contract, and my rights to determine my own bills ... .They now are sending a short notice, of foreclosure, and given me only 3 business days, to pay their deceitful, and bogus fees/Escrow inflated highly ... .money demands ... .They are abusing my rights, as a mortgage customer, and not obeying laws of a mortgage contract, made under prior mortgage company ... .I expect them to respond, with the fact, I have never been late, nor missed any monthly payments ... .This is abuse in a very bad way, by this Shellpoint/Newrez debt collector .... 

Please rectify this abuse of payment recording, and correct the record. As I paid the regular payments of Principal/Interest ... .On account they want me to pay over a total of {$8000.00} to reinstate my ability to continue paying my monthly mortgage payments ... .also want me to now pay them huge fees to continue paying my regular mortgage payments, or they threaten to sell my mortgage in a foreclosure ... .Their erroneous fees amounts to over $ XXXX {$2700.00}, tacked on just to allow me to keep my mortgage .... 


Help me ... XXXX - XXXX XXXX XXXX .Owner of property they want to take from me .....

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