Consumer complaint received 2021-03-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
My mortgage was sold to Shellpoint XX/XX/2020 and I have had nothing but problems. Customer service is terrible and the hold wait is 45 minutes and then you are constantly transferred to people who are not able to help with the problem. Only my taxes were included in my escrow account. I have always paid my homeownwers insurance directly to the insurance company which is XXXX XXXX through automatic withdrawal from my checking account. Shellpoint notified me that they did not have my current insurance information. I emailed the declarations page 3 times ecause they kept saying they did not receive it! They finally comfirmed they receivd it XX/XX/2020. The Declaration page included that my payments were deducted from my checking account. On XX/XX/2020, I wrote Shellpoint requesting cancellation of my escrow account and being responsible for paying my own property taxes and homeowners insurance due to the online and mail statement would always have conflicting information!. My original loan contract with XXXX XXXX did not specify that my homeowners insurance had to be included in my escrow and it was never included in the 14 years that I was with them. To my understanding the contract can not be changed by the new lender. I never heard back from Shellpoint regarding this request. On my XX/XX/2020 statement from Shellpoint, I noticed my escrow payment went from {$130.00} to {$500.00}! Increasing my mortgage from {$660.00} to {$1000.00} an increase of {$360.00}! Upon investigatation it was noted that after I asked to cancel my escrow, Shellpoint paid the full premium of my homeowners insurance putting my escrow in default and causing my mortgage to increase. This transaction has not appeared on any statements. I was finally able to speak with someone at Shellpoint on XXXX XXXX and the rep confirmed that there is no response noted to my request from XXXX and that she would file an complaint. I was told that Shellpoint paid the full amount due to my not sending in the full payment of the increased mortgage. I am not aware of that policy since Shellpoint did NOT notify me of this! I also noted a charge for {$13.00} being added to my mortgage. No one was able to inform me of the reason for that charge. After written requsets and phone calls I was told that fee was for making sure the home was being occupied! When asked how Shellpoint would confirm that and I was told every month someone would drive by the property to make sure it looked occupied! I am currently unemployed and can not afford the additional {$360.00} increase in my mortgage. I continued to make the regular payments of {$660.00} but Shellpoint has not been crediting it to my mortgage but has been holdng it in a " separate '' account. This has put my loan in default and putting me at risk for foreclosure! Doing a forbearance with Shellpoint is not an option since I can afford to pay my original mortgage amount. I do not trust them and they have had over 896 complaints in the last 2 years!

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