Consumer complaint received 2019-03-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
The problem started with the XX/XX/XXXX escrow amount, with the loan originator, XXXX XXXX XXXX out of XXXX, GA. My wife now, XXXX XXXX XXXX , ( formerly XXXX XXXX XXXX ) refinanced her primary residence around XX/XX/XXXX, changing her last name once we got married, with the new mortgage company, XXXX XXXX XXXX . Upon preparing to make an online payment in XX/XX/XXXX, her account showed up as being late by about {$600.00}. ( I don't remember the exact amount ). She called then, XXXX XXXX XXXX and we both discussed what happened/changed, in the account with this telephone rep. We were sent on a wild goose chase as XXXX XXXX told us the homeowners insurance had increased for the XXXX renewal period and a payment for ( about ) {$1300.00} had to be made to bring the escrow and thus payments up to date because the {$700.00} ( approx ) mortgage payment plus the ( {$600.00} ) escrow deficit had to be covered due to the premium increase for insurance. After checking and attempting to verify this info with our insurance agent, it turns out that the insurance would only increase {$93.00} for the year, effective XX/XX/XXXX when the renewal takes place, not before. After going to the county office to confirm the property tax amount, my wife confirmed that the tax amount had almost doubled as they had the residence listed as a new home owner, as the county did not realize that it was simply a name change done by the mortgage company with the same owner until sometime in XX/XX/XXXX. She was given proof of that PLUS, the fact that the mortgage company, XXXX XXXX XXXX, received a REFUND from the county of XXXX, Alabama in the amount of {$600.00} and acknowledged in XX/XX/XXXX due to a corrected bill or exemption and our due diligence, As stated earlier, in conversation with XXXX XXXX in XXXX, the rep stated that the insurance premium had increased causing an escrow deficit. That was false. In XXXX and XXXX other reps had insisted it was still the insurance premium that had increased. After getting a statement from the homeowners insurance, it confirmed a {$93.00} annual increase. which would amount to an increase of roughly $ XXXX/month, and this document was faxed to formerly XXXX XXXX, now NewRez. 
The problem now, is that XXXX XXXX XXXX was taken over by XXXX between XX/XX/XXXX and XX/XX/XXXX, who has insisted that the insurance premium increased which is FALSE, and each month, including up to now, they have added interest and penalties and now threatening foreclosure because of a delinquent mortgage payment due of {$1100.00} as of XX/XX/XXXX. After numerous calls and essentially hitting a firewall with every call to their customer service, with the only person available to talk to about the problem is the person who answers the phone, we have been told that they have no supervisors nor bosses and only they can assist us and we still owe {$1100.00} as of XX/XX/XXXX. Our local State Rep 's office has been of no assistance, and the State AG 's office is only available for a return call, with no emailing available. The loan is in my wife 's name, XXXX XXXX XXXX and her mobile number is XXXX and they won't speak to me without her being on the phone. ( That is not usually practical because of our work schedules. ) We both work and opposite shifts, so if you would like an email address for her, it is XXXX. My name is XXXX XXXX, cell # (  XXXX ) XXXX and my email is XXXX. I hope you can assist us with this matter as apparently, the mortgage company is trying to get an unwarranted advance due to an error that was not caused by us and is now, threatening foreclosure due to an error on their part. Thank you kindly in advance for any assistance you may be able to provide. 

XXXX XXXX XXXX XXXX XXXX-mortgager ( XXXX ) XXXX XXXX- husband and author of this complaint ( XXXX )

Company response to consumer: Closed with explanation