Consumer complaint received 2023-05-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NE

Complaint narrative:
In XX/XX/XXXX I asked to have a loan deferral with Shellpoint, Newrez and was finally approved until XX/XX/XXXX for a payment. In between that time I looked for assistance to help pay the loan and I found it with a state agency in my state of Nebraska ( NHAF ) a program that assist customers with a mortgage payments due to Covid 19 issues. I was eligible. They sent a combined payment to catch me up with the behind payments of approximately {$1200.00} dollars, Shellpoint sent the funds back stating that my insurance and property taxes were also behind. The state agency NHAF had paid the property taxes also and I had switched to a new homeowners property insurance which never lapsed but the new info didn't updated to the spec of Shellpoint. So, that was Shellpoints excuse to return and demand that an Escrow be setup on the account. Going forward the third party whom they agreed to receive payments from has been paying every month to Shellpoint but Shellpoint takes a long time in getting the payment posted to the account even though it gets received by their office, if they wanted it to go a specific person/area they could have told the third party who has copy of my invoice going to them and one that Shellpoint has been sending them now. I told Shellpoint that I would be paying my property taxes for the first of 2023 year before the due date of the taxes with my income taxes which I did and sent them proof of payment but by then Shellpoint mail a payment that did not get to the property tax office until after my payment was made so my taxes are paid up for the full year. Which if I want to sell my home I will now have a problem with overpaying either Shellpoint and them having a account setup charging interest which they are now because the escrow that they setup for the payment did not have enough money for them to draw funds to make the payment to the property taxes. So now I am told I have a deferred charge on my mortgage account, which will not reflect correctly a payoff balance to do a closing once I do try to sell. 

This means they have been getting more from the third party then is needed also. They sent me a letter saying if I did not want an Escrow that I could send a letter stating this fact with my signature. I did do that and then they declined to do so because they said my payments for mortgage and the property were late and they had to pay for them which, this was actually the first time that I was able to verify that a payment was received from them to my property tax department for my taxes. 

They had claimed they made a payment on my second half of last year 's property tax but it was researched by the tax department of the county assessor 's office and the payment was not received from Shellpoint last year just only for this year. Last year the second half of year property tax was paid for by the third party NHAF which the tax department verified. Shellpoint has also stated on a 1099 that they paid this but can'f send me the proof so they are taken credit for something that they did not do on a tax statement. They have also made negative remarks on my credit report by stating my mortgage payments of being late when they approved the deferral and it states that it would not reflect on my credit report and since they have refused the bundle payment from the third party NHAF to catch payment up back in XX/XX/XXXX that was just to justify that I the payment was later than the XX/XX/XXXX date of deferral.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation