Consumer complaint received 2019-05-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I do not know where to turn, I am a XXXX mom of XXXX girls and this was our dream to have a home of our own home, especially after being a 24 year verbally abusive marriage. This was amazing to have a home to come home to where we were not walking on eggshells and not filled with anger and putdowns. Everything was great until last year when the hurricane hit south Florida, my original mortgage company XXXX XXXX told me I didnt have to make 3 payments because of my hardship of having my own business and not being able to work for weeks afterwards. 

My home had extensive damage with it leaking all throughout the house. They told me they would just add the three payments to the end of my 30 year loan and I agreed. Somehow through all this mess my bank ended up sending them 2 of the three payments and I figured I would struggle somehow and at least I wouldnt owe as much. A few months later my mortgage company sold to Shell point, I never received a letter and so I kept sending my payments to XXXX XXXX. When all of a sudden Shell Point calls me and tells me I am in pre foreclosure They tell me that I am 3 months in the Rears. I'm floored and say what are you talking about who are you? As I didn't even know who they were. They tell me they're my new mortgage company and that they haven't received two months of my payments and that I'm 1 month behind from XXXX XXXX. I tried to explain to them that I had a forbearance with XXXX   XXXX for the one month and then I'm current in my mortgage payments and I could prove it because my bank sends it straight to XXXX XXXX. 

They tell me that they don't believe me and they are going through with a pre-foreclosure. I go to the bank and I get all of the copies of my checks and I paid to XXXX XXXX and tell Shellpoint that they should fight with XXXX XXXX   because I already paid my payments. I tell that I only owe one payment and that is in deference at the end of my 30-year loan which XXXX XXXX originally told me. Shell Point comes back and says we don't care, you're still in default of your loan because you owe that one payment. So, I am basically XXXX at this point as I dont want this on my credit so I made arrangements with a lady named XXXX XXXX to make extra monthly payments to pay off that 1 mortgage payment that obviously was never deferred or if it was, Shell Point was not going to honor it. Again this was another hardship for me having to pay an extra {$170.00} a month on top of having to already paid out two payments at once to Guaranteed Rate. 

In the meantime in between all of this, I have not received any money from my insurance company for the damages even after getting an adjuster. I now had to get an attorney to sue my insurance company for my money to fix my roof which was still leaking in multiple places in my house. When we finally got the money from my insurance company the check was made out to me, the attorneys and my new mortgage company Shell Point. Shell Point held my money in hostage and said they needed to send out their inspectors to make sure the work was done. I had borrowed money to fix my roof prior as I didn't want to have mold in my home, I just needed to be done and finished. I said fine, come and inspect it because everything is done and I need my money. They took weeks to get their inspectors out here and twice I took off of work and lost money and their inspector never showed up. They never really cared about this when I complained, they acted like it was nothing and for me, this was a whole other hardship. 

When their adjuster finally came out and saw that everything was done, she sent a report back saying so. Yet still, Shellpoint held onto my money saying now because my loan was still technically in default they were not going to release my money. So yet again I had to borrow money to pay off that one loan payment to make my loan was now current which I did. It still took them another 4 weeks to give me my money from the insurance company. When I thought all of this was behind me they now called me yet again and told me I was in default because my mortgage payment went up. When I asked why they told me because I had no insurance on my home or there was a lapse of insurance on my home. I told them I could prove that there was never a lapse of insurance and called my insurance adjuster and had him sent over a paper stating that I was current and there was never a lapse in my homeowner 's insurance. They somehow lost my paperwork so I had to send another letter stating the same thing. They never got that one as well and it seemed like everyone I talked to didn't know what the other hand was doing, there was never any notes in my file and no one would ever email me the discussions that we had previously. 

Again I emailed them all the information they needed about my having insurance but in the meantime, I had to pay them the difference of them putting their own insurance on my mortgage because yet again they screwed up. I ended up paying them because time was going by and I was still looking like I was in default. I'm proud to say I have a XXXX credit score and I didn't want a default payment on my credit so again I had to come up with the extra money to be able to pay this difference. They said that they would credit my account the money that I had already paid out for their mistake. 

The latest XXXX up with them, is yet again they held my payment and said it wasn't a full payment and it was because my mortgage payment went up again. When I asked for a payment history they sent me one and I sent it to my mortgage broker friend who got me the loan in the first place. She has been in the business for the last 35 years and could not understand what was going on in this document. She was confused as I am with all they have done. She is the one who told me to write to you and see if there was anything you can do about it. I would refinance but then I would have to come up with the closing cost which I can not afford again. It took me years working two jobs to get the money to buy this home in the first place and I dont feel I should have to be punished for having this horrible mortgage company. It seems like every single month there is something else going on and I am always behind, even though I have never had any problem like this with XXXX XXXX in all the years I was with them. 

Every month Shell Point seems to call me and tell me there's a shortage, telling me I'm in default yet again. I've never been late as the bank automatically sends out my payments to them and I was never late in all the years I was with XXXX XXXX. I'm a XXXX mom with my own business, I have enough stress in my life without having to worry about my mortgage company calling me every month with some XXXX like they come up with. I would really like to refinance and get a new loan but I can not afford to so I am asking if I can get out of this mortgage company because of the lack of professionalism and the fact that they are in a class action lawsuit for XXXX people over like me. 

I would be happy to send you all of the documents I have between my attorneys and them trying to get my money and the paperwork saying that I never had insurance and all the other documents. I'm begging you to please help me get out of this mortgage company. I had been in the real estate business for the last 35 years and this is the worst mortgage company I've ever seen. Every month my XXXX XXXX goes up and I want to scream, I could understand if I wasn't paying my bills but to have to take two hours out of my day, losing money to have to deal with this every month it's just making me sick, literally. If you can help me I would so appreciate it. I thought by buying my home I would have a piece of mind but this is really making me crazy anything you can do would be greatly appreciated.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation