Shellpoint Partners, LLC Mortgage Complaint

Shellpoint Partners, LLC Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Kentucky

I sold my house and closed on the property on -/-/2016. During closing the title company paid the second installment of my property taxes in the amount of $2300.00. I looked online the same day and noticed Shellpoint Mortgage also payed my tax payment the same day. I called and asked to Shellpoint to hold payment that afternoon due to the fact I just closed on the property. I was told that since they had n't received the payoff there was nothing they could due despite being almost 3 weeks early on the payment. A few days later my lawyer was able to contact - County Treasurers office after they had received the payment from fidelity Title company so they were able to flag my account to avoid double payment from Shellpoint Mortgage. I have contacted Shellpoint multiple times on this issue with no resolve. When you call Shellpoint Mortgage you can only speak to the person who answers the phone in customer service. They will not transfer you to anyone. I 've asked to speak with someone in the tax department but every time I 'm told no. Also every time I call i 'm told a different story


time I called was on -/-/2016 at -. EST. at that time I figured there would 've been plenty of time for them to receive and process my refund. I was told on that phone call that processing could take up to - weeks and again I was told that I could speak to no one else but the person I was speaking with. I specifically asked to speak to a manager but was told that one was not available. So I waited until -/-/2016 to call again figuring that would be plenty of time for processing to take place. I made that call at - EST. this time I was told that processing could take - weeks. Again I asked to speak with someone in the tax department and again I was told no. This time the woman told me she would put in an email to the tax department about this situation and she 'd get back with me as soon as she got a response. Today is -/-/2016 and I still have n't heard anything from them. In between my calls my lawyer tried to intervene due to the fact he has power of attorney for me and he was told they could n't talk to him about my loan. He also sent a letter to Shellpoing Mortgage Servicing trying to resolve this issue but we 've receive no response to that letter either. I 'm fed up with dealing with this company and am asking for your help in this matter.