Consumer complaint received 2019-03-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
Our mortgage was sold to another company and the transfer took place in XX/XX/XXXX. Our city and county taxes, which are payable separately, were both due in mid-XX/XX/XXXX. I noticed that the taxes hadn't been paid when I saw my XX/XX/XXXX statement. I called the mortgage company and brought this to their attention. The person on the phone told me since they had transferred the loan, they had 90 days to pay it. I received a letter from the mortgage company on XX/XX/XXXX saying they wre working on the problem. What problem? I received a letter from the Delinquent Tax Unit of the county on XX/XX/XXXX. This notice stated the taxes were to be paid 30 days of from that date or they would execute a FiFa, which would result in a lien against our property. I sent a copy of this notice along with a letter stating the problem to the mortgage company through U.S.P.S. The mortgage company responded via letter through U.S.P.S. stating that they paid the tax ( but it was only the county tax that was paid ) along with penalty fees. They put the blame on the previous mortgage company. I contacted them again by phone telling them the city taxes were still not paid. No one could give me an explanation as to why they were not paying the taxes. I received a form letter from the mortgage company same as the one I received before. Not specifically addressing the problem and referring me to the owner of our loan with an address in Washington, DC. I did not write to this address. I can't remember the dates, but somewhere between e-mails and letters I made phone calls as well. In addition to not paying our taxes, we were not receiving our monthly statements by mail or e-mail. This problem seems to be sorted out. I contacted the City and explained the problem, hoping to stop liens against the property. The tax person at the City offered to speak to the mortgage company if I would get them on the phone. I called and waited on hold for about 20 minutes. Finally we gave up and the clerk had the idea to call the company who handled the tax payments. They had not record to this date of being instructed to pay the City. They said they could not pay without instruction from the mortgage company. They are an outside contractor. I received a notice of intent to issue FI.FA from the City on XX/XX/XXXX. I e-mailed this document to the mortgage company. I received another form letter same as the last one, dated XX/XX/XXXX. In the meantime, the mortgage company has deducted PMI from my escrow three times this month. I sent an e-mail via their website bringing this to their attention. They deducted an even higher amount for PMI a third time. Is this even legal? One of the deductions in XX/XX/XXXX shows the due date as XX/XX/XXXX, but I checked back on the statement and the deduction was taken in XX/XX/XXXX. I sent an e-mail to the mortgage company giving them the contact name and number for the person in the City Tax office. I told them there was no excuse for this terrible customer service. I threatened to get a lawyer involved. Apparently that didn't work. Taxes are still not paid.

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