Consumer complaint received 2020-03-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
My mortgage was bought from XXXX to Shellpoint ; New Rez ; New Penn Mortgage Co. I didnt have any problems with XXXX whatsoever, but Ive had nothing but problems with Shellpoint ; New Rez ; New Penn. My mortgage payment went from {$1000.00} to {$1900.00} in XX/XX/XXXX. At that point I contacted Shellpoint ; NewRez ; New Penn to find out exactly how it couldve gone up almost {$1000.00}! They informed me that it was due to the Escrow Shortage & we ALL AGREED on spreading the Escrow Shortage for XXXX & XXXX ( factoring in an extra amount it would go up again ) for 36 months bringing it to {$1500.00}. They charged me late fees & some " other fees ( which customer service couldnt provide me with what those " other fees were ). I sent  emails, faxes & called numerous times trying to make my payments over the phone, which they would NOT ACCEPT due to the discrepancy of the mortgage amount. I even reached out to the section of their website stating " if you need help with your payments or you can not make your payment please contact us & someone will respond to you to help you through this, again NO RESPONSE! Next thing I know is that Im receiving text messages, phone calls, & shady people coming to my house to see if they could buy it, since its Public Records once the Mortgage Company Forecloses on your house! Again NO ONE would return any emails, faxes or phone calls that I sent! But they wanted my house! They even had an attorney sending me letters, with whom I contacted & they stopped the Foreclosure on their end & called the Mortgage Company to Reinstate my loan. Finally after I spoke to the Loss Mitigation Dept. & had to pay {$8900.00} to " catch up on my loan they assured me that there was a {$0.00} balance & that I didnt owe anymore until my mortgage payment in XXXX for {$1500.00}. After receiving a statement from them for XXXX, it showed that I owed approximately {$890.00} for " other fees & that I again was behind on my mortgage! I spoke to the Loss Mitigation Point of Contact person that had been handling the Foreclosure part of my account & she said that they would try to get those fees removed & for me to not worry about it. They are still on my statement as of XX/XX/XXXX, but now they took out {$1800.00} out of my bank account for my mortgage payment for XXXX. I tried to call Customer Service prior to this coming out of my account & left 3 messages, which no one ever returned my call. I tried to cancel the automated recurring scheduled payment but their website would not allow me to do so. FINALLY after I got in touch with a Supervisor, which is the highest person you are able to speak to, he informed me that they did my Escrow Analysis in XXXX & redid it for 12 months, which voided the original agreement for 36 months from last year. Again without my knowledge of any of this! According to them they sent out the Escrow Analysis on XX/XX/XXXX, which I NEVER RECEIVED, just like last year, but I did receive the Escrow Analysis dated XX/XX/XXXX, on XX/XX/XXXX! After the fact!! The county doesnt even send out the Property Tax documents until XXXX or XXXX each year, so why they did this in XXXX without letting anyone know about it until it was too late, is just another terrible way of how they do business! So as of right now I am in the same situation with them as I was last year in XXXX/XXXX  when the whole Foreclosure proceedings started after they would NOT ACCEPT MY PAYMENTS! Im going to have to sell my house now just so that I dont have to deal with them anymore!! Im trying to recover from XXXX   XXXX XXXX XXXX after losing my father who I took care of for approximately 10 years & am not able to finish my XXXX  XXXX  due to all of the stress that this company has put me through! I will attach or submit documentation as needed. Thank you for any help in this matter, XXXX XXXX

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation