Consumer complaint received 2024-06-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: SC

Complaint narrative:
My insurance was projected to cost {$2600.00} for XXXX on XX/XX/XXXX. With the higher payment, my escrow would reflect a shortage of XXXX. The insurance was changed to a different company with the cost of {$1100.00} due to start on XX/XX/XXXX. The old insurance was contacted on XX/XX/XXXX and was due to be cancelled on XX/XX/XXXX. The mortgage company was made aware on XX/XX/XXXX. {$2600.00} was refunded to me on XX/XX/XXXX. The mortgage company was contacted and I was told to send the full amount of the refund back to the mortgage company. The refund was sent to the company on XX/XX/XXXX. The mortgage company was made aware and a new escrow analysis was requested. I was instructed to still make my monthly mortgage payment with inaccurate calculation to stay current. I was told that I would receive a refund when the new calculations were complete. {$2200.00} was paid on XX/XX/XXXX with XXXX being paid toward my escrow. The new escrow analysis was completed on XX/XX/XXXX and sent via mail in XX/XX/XXXX. This analysis showed a shortage of XXXX. The {$2600.00} was not reflected in the analysis. The mortgage company was contacted on XX/XX/XXXX to further explain shortage. Representative stated that the amount was accurate. She also explained that the {$2600.00} cancelled itself out.I explained that this didnt make sense because my insurance was cheaper. I asked for a more in depth breakdown to be emailed and was told that the document that was sent was an in-depth breakdown. The document showed no reasoning for the price. The representative stated that I could just pay the {$1200.00} to payoff the shortage and have a lower monthly payment. {$1200.00} was paid on XX/XX/XXXX. My monthly payments still reflect a shortage causing me to pay XXXX in addition to my principle and interest payment. On XX/XX/XXXX, I called and requested a new escrow analysis since the escrow payment was as made. I was told by another representative that there was no need for another escrow analysis. I mentioned that multiple payments had been made with no change. He stated that he saw a discrepancy and stated that I may have had a lapse in insurance. I told him that my insurance was active. He stated that he would escalate the problem to his supervisor and request a more in depth breakdown. He told me that it would take up to 15 days and that I would receive and email and a document via mail with a resolve. No email or document via mail has been received to date. During this conversation, I asked what I should do about my upcoming payment for XXXX due to the incorrect calculations. The representative told me to pay the amount to stay current. He also told me that a refund would be issued if there was a surplus. Following 15 days, I had not received any information regarding my escrow. On XX/XX/XXXX, I contacted the mortgage company again. I asked the customer service representative if a supervisor could be contacted. She stated that she was competent with escrow and could help me instead. After explaining my problem, the representative stated that the {$2600.00} had never been calculated with my escrow payments. I told her that multiple payments had been made since then that were inaccurate as well. She stated that she would enter a request for new escrow analysis to be completed and would make a note that the {$2600.00} had not been calculated. I was told that it would take 7 days. After 7 days I didnt receive any information. On XX/XX/XXXX, I contacted the mortgage company and requested a supervisor. The customer service representative stated that the supervisor wouldnt be able to tell me anything different. I again asked to speak with a supervisor. I was connected to a supervisor by the name of XXXX. After I explained the problem to the supervisor, she stated that they mortgage companies recently merged and that there were no customer payment record available. I offered to email the statements that I had. She allowed me to email the current escrow analysis from XX/XX/XXXX. When she received it, she stated that everything looked accurate and that I would probably receive a refund of {$100.00} at the most. I explained that {$2600.00} had been sent and hadnt been accounted for. She stated that everything still looked correct and that I would have to wait until they received my payment records. After the call ended, I called again to speak to another representative to explain the situation again. This representative, XXXX, stated that she could see my recent payments and saw that the {$2600.00} had not been calculated. She stated that she would request an escrow analysis and, again, make a note stating that the amount needed to be added to my escrow. Since the next months payment is due to be paid soon I asked what to do about my XXXX payment while waiting for the escrow analysis to be completed. She stated that the amount doesnt need to be corrected and that still I need make the mortgage payment to stay current. I am going on 4 months with over 20 calls to the company and no resolution.

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