Consumer complaint received 2021-04-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
My mortgage was transferred to NewRez/Shellpoint in the Spring of XXXX and it has been nothing but a nightmare since. 

The major issue with this is that I have had an ongoing issue with them since XXXX XXXX, when my annual property taxes went up. I was proactive to call the company as my mortgage was transferring over from XXXX to NewRez/Shellpoint and wanted to make sure they had all the proper documentation for the change in the taxes so that my accounts were set up correctly and assessed as such. I made several calls to NewRez/Shellpoint providing them with the new tax figures that were provided to me directly from my tax accessors ' office. I was told things were noted and that they had to get verification from my tax accessor and things would then be updated. So when I received my first escrow analysis in XXXX of XXXX, I was advised these numbers were updated to reflect the new winter and summer taxes. However, as time went on this appeared not to be the case. Fast forward to XX/XX/XXXX, another escrow analysis was done and I was notified that my escrow account is short $ XXXX, as well as, the change in annual taxes created the hike in payment. I call into NewRez/Shellpoint and they tell me that my escrow was short in XX/XX/XXXX when they paid my Winter taxes ( taxes that were not due until XX/XX/XXXX ) and that they didn't have the correct amount for Winter XXXX taxes ( keep in mind this was all taken care back when in XXXX XXXX when I knew my annual taxes were changing ). I made several calls then explaining they needed to go back because all that information was provided to them, and I was told the escrow done in late XXXX reflected those new winter and summer tax values. As far as the short escrow, that is not my fault -- they somehow paid it two months early from the due date. In which I was told " well this probably happened because we had a different company who was dealing with the tax information and something happen '' -- so I'm just a victim of this, NO! They also told me that they received a document in XX/XX/XXXX that had the correct summer tax figure, but not winter XXXX tax, but the customer service representative ( XXXX XXXX ) could not show me or produce this piece of " paper '' that claimed this. She then advised me that the best thing she could do was to escalate the issue to have the tax office get the correct information from my tax accessor and then redo another escrow analysis, this was XX/XX/XXXX. By XX/XX/XXXX, I find out after going through several loops of their misdirected communication channels ( because nobody knows anything nor can direct you to anyone, so you have to explain your situation OVER AND OVER ) that XXXX XXXX did not escalate the issue, so after getting transferred through to several departments I end up with XXXX ( XXXX. XXXX ) in customer service. She then goes through everything and claims that she will push it back to be escalated and that she will personally call me no later than XX/XX/XXXX. 

Here we are now the XXXX of XX/XX/XXXX and the extension she sent me, I can't use because there is no option to dial extensions, everyone who picks up the phone can't direct me because they are " in-bound '' and they have no idea who she is or how to contact her. So you mean to tell me you have no way of going back and listening to your recorded calls nor read a large manifesto in front of you that logs every call, notes, customer service rep, etc. -- really?! 

Key take-aways : They are trying to hang me for an escrow shortage when they paid the bill two months early ( before the due date ) ; Each time I call, I get different facts, statements, and advised something different ( its as if the left does not talk to the right ) ; Since this is a FHA loan, I dont have the right to pull my escrow account out from the mortgage provider even though they are continually failing to do their job and service my account accurately ; and This has been a nightmare for now over a year that is still open-ended.

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