Consumer complaint received 2018-09-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
My loan originated in XX/XX/XXXX. Since origination my loan mortgage servicing rights were sold to 4 different companies. The most recent transfer was to XXXX XXXX XXXX effective XX/XX/XXXX. Since XXXX XXXX purchased my mortgage I have had 2 major issues that have left me feeling harassed, stressed, and very concerned about the servicing of my mortgage. 

The first issue was with my hazard insurance. My taxes and insurance are included in my mortgage payment. XX/XX/XXXX I received a letter from my home insurance company ( XXXX  ) that my insurance was going to be cancelled for non- payment. I also received a letter from XXXX XXXX stating that I failed to provide proof of insurance. I called my insurance company, XXXX and explained that my loan was sold to XXXX XXXX. The representative at XXXX confirmed that XXXX XXXX did not make any contact regarding my insurance and cancellation. 

While I was on the phone with the representative at XXXX XXXX all required documentation was emailed and faxed to XXXX XXXX. The following day I called XXXX XXXX escrow department they said they did not receive the information. I called XXXX back and the representative said they would call XXXX XXXX directly. As promised XXXX called me back and indicated that the situation was handled and that the payment would go out and would be posted dated so there would be lapse in insurance. XX/XX/XXXX I received a letter from XXXX that my insurance was cancelled. After making several phone calls the matter was cleared up and I had no lapse in coverage. During the entire incident XXXX XXXX collected my hazard insurance monthly payment. 

I understand that servicing rights are sold and this is a normal and usual method for doing business, what I dont understand is why this transfer impacts me the consumer. Am I the consumer to believe that when XXXX XXXX takes over my servicing there is no information transferred from the prior Servicing Company?  Why is it acceptable that XXXX XXXX has no responsibility in reaching out to XXXX to obtain my insurance bill and/or whatever documents are required to pay the insurance? If XXXX XXXX is unable to service the borrowers included in the transfer why are they able to purchase servicing rights? 

In order to resolve this I had to take time away from my working day and also was left feeling stressed and harassed. 

My 2nd and still ongoing issue is related to the MI insurance. In XX/XX/XXXX I reached out to NP on the online mortgage system to determine how to remove my MI insurance. I did not track the date but there was no response. I sent another message thru the online portal in which I did receive an email response on XX/XX/XXXX. 

The form was provided and completed, faxed and emailed to XXXX XXXX XX/XX/XXXX. XX/XX/XXXX I received an email confirming that my documentation was received and that I would be receiving an email requesting payment for the appraisal. 

I received the following email from XXXX XXXX : XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : Good Morning! 

The appraisal order for your property at XXXX has been placed with XXXX by Shellpoint Mortgage Servicing. In order for us to proceed with the appraisal we require payment upfront for the report. The fee for the appraisal will be {$460.00}. Payment can be supplied by calling XXXX option 3 ;  please reference order number XXXX when calling. It is important to note that no work will begin on the order until payment is supplied. If no payment is supplied within one week of order placement, the order will be cancelled and you will need to reach out to Shellpoint Mortgage Servicing about placing a new order. 

Thank you, XXXX XXXX | Senior Account Manager | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX PA XXXX | XXXX XXXX And this email from XXXX XXXX on XX/XX/XXXX. 
On XX/XX/XXXX I received an email from XX/XX/XXXX XXXX XXXX has received an appraisal order to have an appraisal completed on your property. The order is set up as a prepay account which means the appraisal needs to be paid for before XXXX can assign the order to an appraiser.  Shellpoint has advised XXXX to contact you for the payment of your appraisal. 

Payment must be received in full prior to your order being processed. In order to avoid cancellation, payment is needed within 3 business days. 

Due to a policy change in our credit card processing XXXX is no longer able to accept credit card payments verbally. Please use the following payment link to process the payment for the appraisal. 

The fee to complete this order is {$580.00}. 
Please note that this fee is subject to change based upon complexity, rural area, or current market conditions. 

XXXX : XXXX? XXXX Thank you, XXXX XXXX Account Management Client Account Manager O : XXXX | XXXX : XXXX A : XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX XXXX XXXX Please note that Shell Point ( XXXX XXXX ) indicates you can pay for the appraisal by calling XXXX and XXXX XXXX indicates you can not pay over the phone by must click on the link included in the email. There is also a variance in the cost for the appraisal. This is confusing and conveys misinformation to the consumer in writing. There is also the timing issue with the expectation that I pay the fee with in a certain time frame or the order would be cancelled. 

I clicked the link provide by XXXX XXXX which leads you to an online system requiring my last name. Typing my last name and my husbands last name resulted in an error message. I tried again the following day no results. I left a message for XXXX XXXX. XXXX called me back on XX/XX/XXXX. XXXX confirmed my property address. Per XXXX the address provided to him for the appraisal order was for a property on the east coast and not for my property thus the issue with the link. 

I called XXXX XXXX on Wednesday XX/XX/XXXX at approximately XXXX XXXX PST and talked to a representative in the call center. Per my conversation with the rep someone from the appraisal team would contact me by Friday. I asked the rep it by Friday I would have contact or an appraisal order. She was unable to answer this question. I asked to speak to a manager. She placed me on hold came back on the line and told me a manager was not available but I would receive a call back. The  rep confirmed my phone number. The phone number I provided is the exact number on record on the servicing system which had been confirmed several times. 

I did not receive a call back so on XX/XX/XXXX. I called XXXX XXXX on XX/XX/XXXX at approximately XXXX and explained that I did not receive a call as promised from a manager. First the rep told me that the it takes 24-48 hours to receive a call back and then the rep stated that a call was attempted to the incorrect phone number. I said I did not understand how that could happen when my number was correct on the servicing system and it had been verified. I asked to talk to a Manager there was none available so again I was told I would be contacted, this rep stated it would be between XXXX central time. 

I did receive a voice mail at XXXX PST from Shell Point. The person calling did not provide their name or a direct line for a call back. The message did not address my appraisal order. It did state the following : this message is for my name if this is not my name please call XXXX to remove your phone number if you are not my name please hang up, if you are my name please continue to listen to this message, so not listen to this message so other people can not hear it is a private messages .this is a debt collector and we are attempting to collect a debt. 

The phone message was upsetting and harassing and did not address my concerns about my appraisal order. 

I called XXXX XXXX at approximate XXXX XXXX pst and talked to another rep, I asked for a Manager. The rep said a manager was not available. I asked for a call back, he said what time will work for you I said XXXX XXXX PST on Friday. I arranged to leave work early on Friday. I did not receive a call back as promised. I called XXXX   XXXX at XXXX XXXX PST. I was told that I was called yesterday and a voice mail was left with the information on the appraisal order, not true I have the voice mail. 

I asked to speak to a Manager, there was no manager available. I did not receive an email or a phone call from the appraisal team. Thus far this situation has not been resolved. 

At this point I am not sure what steps to take to resolve this situation. XXXX XXXX is collecting MI insurance and I understand it is my right to attempt to have it removed. 

I am not sure how a company like XXXX XXXX stays in business and is able to meet all of the stringent guides and regulations

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