Consumer complaint received 2021-08-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
To Consumer Financial Protection Bereau, On XX/XX/XXXX, I was informed by Shellpoint Mortgage lender about an additional fee I would need to pay for home insurance. The new monthly mortgage amount increased to {$5000.00} XXXX from the previous amount of {$4600.00} XXXX. I called, spoke to a representative and emailed proof of insurance to XXXX, stating I've switched my home insurance to a new provider, XXXX. I attached proofs in my email to XXXX. 

In XXXX, I noticed my monthly mortgage still included the additional fee which totaled to the {$5000.00} amount. It has not been corrected. I then called back and spoke to another representative. She stated I needed additional HOAXXXX insurance. At this point, I purchased HOA insurance with XXXX XXXX. I sent a copy of the insurance to XXXX XXXX XXXX  but never heard back. 

In XXXX, after speaking with several representatives at Shellpoint to resolve this matter but to no avail, I asked to speak with a supervisor named, XXXX XXXX, a manager in its Insurance Division. I resent all required proofs of insurance to XXXX, who informed me all is now resolved. My XXXX mortgage amount would reflect the correct amount of {$4600.00}. 

In XXXX, I went to make a payment, I was informed that my monthly amount has increased to {$5000.00}. I called again, and was told it would take time for the system to reflect the accurate information. The correct amount was {$4600.00}, which I paid. 

In XXXX, again I went to make a payment, and again, a representative told me that I now needed to pay {$5000.00}. I provided her the background information. I also resent my proof of insurance to XXXX on XX/XX/XXXX. The representative made a manual adjustment and took my payment of {$4600.00} over the phone. 

Starting Saturday, XX/XX/XXXX, I received calls from Shellpoint, stating I'm behind on my mortgage. The harassment calls continued onto the following XXXX XXXX and XXXX At this point, I am now very frustrated, but concerned that Shellpoint would put a foreclosure on my home and ruin my credit due to their own incompetence. Again, I called and this time spoke to XXXX XXXX. 

I spoke to XXXX, who was helpful. She examined the previous payments and records, and found no data or documents that justified Shellpoint 's increase amount of {$5000.00}. XXXX filed a complaint on my behalf, and asked Shellpoint to show clear explanations of the increased amount. 

On XX/XX/XXXX, I received a document from Shellpoint stating I now owe {$10000.00} and is due by XX/XX/XXXX. The document showed a ESCROW credit to my account in the amount of {$1300.00}. But, it did not show my last payment on XX/XX/XXXX in the amount of {$4600.00} was applied. 

After 6 months of trying to work with and solve this problem directly with Shellpoint, no progress or resolution has been made. I am now reaching out to you for help. 

Shellpoint has caused me many hours of loss work, in addition to the emotional XXXX and concerns over losing my home due to their incompetence. 

Please help! 

I can be reached via email at XXXX, or by phone at XXXX XXXX XXXX XXXX. 

Regards, XXXX XXXX, home owner of XXXX XXXX XXXX, XXXX XXXX, CA XXXX. 

P.S. I have also reached out to local XXXX  stations to help me in resolving this matter with Shellpoint.

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