Consumer complaint received 2021-02-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
For 3 years, after refinancing with/Shell Point Mortgage there has been a reoccurring problem with our mortgage 1st, my insurance was canceled due to lack of payment from NewRez. They claimed they didnt have my insurance information to send payment. My question to them was, how could you not have it? The insurance company was willing to rewrite the policy. Cool no problem except it was {$770.00} more then my previous policy. No help from NewRez or XXXX XXXX, so I declined them and found a new insurance company XXXX, rather then pay {$770.00} more. Finally, after several days of back and forth and several hours on the phone I got coverage!! Everything good right? NO! I received a refund check from XXXX, I called NewRez and they advised me to send the check to the escrow Dept and have it deposited into my escrow account. We did that. Sent {$950.00} check to escrow department and added on check as advised, for escrow deposit only. Low and behold, they applied it to our principal instead which leads up to a continuous problem, they have also made 3 disbursement in the last 12 months to the insurance company and 4 in the last 16 months. XX/XX/XXXX {$250.00}, XX/XX/XXXX {$1400.00}, XX/XX/XXXX {$2200.00}, and XX/XX/XXXX XXXX, according to online records. I can not get a clear answer as to why? We were looking into refinancing again and pulling money out so we was checking our credit scores and my wifes had dropped XXXX points because of late payments, we checked our account and the payments had cleared on time. We contacted NewRez. After speaking with 3 different customer service people and being put on hold and then being cut off and after 2 hours on the phone we find out about the disbursements, I was promised a call back with progress, after 5 days and no call back, I called them again and again ( every time I call or speak to someone I have to start all over again what my issue is. EVERYTIME! ) after being on hold several times, and being cut off again and having to call back, I start over again. Like before, no answers, no response or call back and no resolution. Today, XX/XX/XXXX I called back again after reviewing our online account that is was finally able to log onto and it all comes to light. I again called NewRez and got a supervisor/manager and was informed by her that the email I sent last night was a formal complaint ( I sent one to customer advocacy at NewRez ) and thats all my filed showed as complaints. I told her about all the people Ive spoked with, all the calls and all the hours I have spent on the phone and all the details, she informed me that noting was noted on my account nor was there any complaint. This floored me! I even asked did these people misrepresented ( lied ) to me and again she said the was the only complaint. WOW! I requested Immediate attention and Resolution and it should be Expedited. She said she would personally keep me informed. I asked for her direct number and she gave me her extension. Since then I have been able to find and uncover after, get this ; getting a call back that I tried to call back several times after getting cut off through this process. We both looked at my account and found several errors aside from the disbursements, I was charged for not having insurance during the time they failed to pay my original insurance. It was my understanding and was told, I wouldnt be charged for that insurance. That was the payment made on XX/XX/XXXX for {$1400.00} that I mentioned above. Also on XX/XX/XXXX a surplus disbursements and a check was mailed to me ( I never received it thus enforcing the fact that I havent been receiving notices or letters from them even though I have always been on electronic and paper notices ) and also that the check was voided 60 days later. I have had several conversations with several, several different people and been told so many different things, been promised just to be let down again and again. Accessed late charges, even though every payment has been in time and now because of all this my mortgage payments have been inflated from {$1100.00} to over {$1700.00} a month. Roughly a {$570.00} increase. This is unheard of! Never in my life after being in several different mortgages in my life have I ever experienced such frustration! Please can we get some help and have my entire mortgage audited including our escrow account! Something has to be done!

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation