Consumer complaint received 2018-11-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
My mortgage ( residential home ) was transferred to XXXX XXXX XXXX/Shellpoint from XXXX XXXX on XX/XX/XXXX. Since that time, I have received 7 monthly statements ... .all with the incorrect payment information ... all different. ( XXXX {$1600.00}, XXXX {$1700.00}, XXXX.- {$1800.00}, XXXX {$1700.00}, XXXX {$1700.00}, XXXX {$3400.00} ). I have been assessed late fees several times, although my account has not been late. I have managed to get all of the fees removed ( after many calls and frustration ). However, this past month, my check was not posted until XX/XX/XXXX ... .despite being mailed several weeks before. I believe this company has now found a way to get their late fee, forcing me to mail my money through tracking at the post office. In addition, the company mails their statements to me at the very end or even the beginning of the month, making it impossible to send it by the XXXX. The very first statement was mailed on XX/XX/XXXX - requesting payment for XX/XX/XXXX. I had already mailed the money to XXXX XXXX ( as they had mailed me a statement ) ... AND XXXX XXXX had already been forwarded the money. Yet they sent me a certified letter claiming overdue account and harassed me with phone calls day and night ( through a non-identifiable phone number ). 
According to XXXX XXXX 's assessment, I was to pay an escrow payment of {$1100.00}. I paid that money to XXXX XXXX and it was not applied to my account - despite my attaching a letter AND a copy of the escrow analysis WITH a separate check. For months, the money went " unapplied '' and I received late fees and requests for higher amounts of money for my monthly mortgage. I spoke with them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX XX/XX/XXXX ( XXXX ) XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX and XXXX XXXX ) ... .these were just a few of the calls. 
Several times I was told the fees " should have been removed, I'm not sure where it came from to be honest with you because your payment did come in on time ). 
The best I can figure is that some of the confusion was due to XXXX XXXX not applying ( or incorrectly applying ) the additional escrow money. However, the amount of issues and requests for more money, additional fees, and even this " late '' fee of recent, has me believing that this company is engaging in fraudulent activities. I am concerned about retaliation by this company ... .since my recent complaint on XX/XX/XXXX caused the most recent " late fee '' to be removed ... ..and sparked the new one by posting my check on the XXXX of the month. If the company will go to those lengths to extract additional money from consumers, what else can they do? 
I am in the process of seeking a reputable mortgage company for transfer. Do I have any recourse? In light of these issues and the fact that this was a transfer loan, are there any protections available that would allow me to move my mortgage without substantial fees? I have read reviews from other customers with similar complaints. Is this company under review?

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