Consumer complaint received 2021-01-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I refinanced in XX/XX/XXXX, 1st pymt being XX/XX/XXXX. I was escrowed for property taxes and insurance, total monthly towards escrows being {$660.00} ( {$550.00} for taxes and {$100.00} for insurance ). First and foremost, I registered for automatic debit ( ACH ) on XX/XX/XXXX and on XX/XX/XXXX I received email acknowledging receipt of the ACH form for auto debit setup. On XX/XX/XXXX I sent email confirming the setup but was advised that servicing co ( XXXX ) required 5 bus days to setup ACH and since there was not enough time to do so prior to the XX/XX/XXXX payment being due, I had to make the XX/XX/XXXX payment and once it was received, XXXX would setup ACH for the account for the XX/XX/XXXX payment. Hence, I made the XX/XX/XXXX payment over the phone. On XX/XX/XXXX I wrote to lender advising the XX/XX/XXXX had not been debited from my account. I also called the same day and I was told no late fees would be assessed for 60 days of the account being transferred. I did not receive a response to my XX/XX/XXXX email until XX/XX/XXXX and it to tell me that the loan was going to be transferred on XX/XX/XXXX and therefore the ACH could not be set up. I was erroneously charged a late fee of {$200.00}, which I was told would be waived, but to date, nearly a year later, it has not been waived. I immediately set up ACH with new service, Shellpoint, starting with XX/XX/XXXX payment as I made the XX/XX/XXXX payment online. I have made all my payments since the inception of the loan, including the most recent XX/XX/XXXX payment. In XXXX I noticed that the servicer had not paid the real estate property taxes, for which I was escrowed and I called so they could make the payments. I was told they were going to put in request. In XX/XX/XXXX I checked again and the XXXX real estate property taxes still had not been paid and at this point it is costing me money, as a 4 % discount is given when they are paid in XXXX. I called lender again on XX/XX/XXXX and advised they still had not paid the property taxes and I explained my concern that I was now being damaged. I was told by XXXX XXXX that Shellpoint ( XXXX co ) would pay any late fees. On XX/XX/XXXX, I went online to check if the taxes had been paid and it showed that they had been paid in the amount of {$5300.00} on XX/XX/XXXX. When I logged into my account at Shellpoint website to check on my account, I see that servicer issued another payment of {$5400.00} to the tax collector, now putting my escrow account balance in a negative amount, which is incorrect. Along those lines, I calculated how much I was supposed to have in my escrow account with Shellpoint as of end of XX/XX/XXXX, after having made the XX/XX/XXXX payment, and it was supposed to be approx {$10000.00}, minus the prop taxes payment of {$5200.00} ( if pd in XX/XX/XXXX ) and ins prem of approx {$1200.00}, for a total of approx. {$3800.00} by end of XXXX XXXX. Yet, according to the XX/XX/XXXX mortgage statement, which I just received, I have a - {$460.00} in my escrow account with Shellpoint Mortgage Servicing. 
AND, as if it could not get any worse, I received a letter from Shellpoint dated XX/XX/XXXX, stating that their records show that my hazard insurance expired, which means they failed to make the required insurance premium payment, as again, they collect escrow payment for taxes AND insurance. 
Finally, because of the escrow shortage they erroneously have in their system, the XX/XX/XXXX mortgage statement says my mortgage payment will go up to {$2800.00} starting XX/XX/XXXX because of the incorrect escrow shortage.

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