Consumer complaint received 2020-12-13
Company: Shellpoint Partners, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I filled my first complaint in XXXX XX/XX/2020 ( complaint number XXXX ) after having painful 6 months dealing with NEWREZ over their non payment of my property taxes even after multiple reminders. NEWREZ closed my complaint, acknowledging in writing ( letter dated XXXX XX/XX/2020 ) that indeed they made mistakes and promised me that overcharges {$2500.00} will be used towards my property taxes due on XXXX XX/XX/2020. 
However, this is where all the lies and misinformation from NEWREZ started again. I called NEWREZ multiple times ( I have all call logs to show and all calls were recorded ) to confirm what was written in their response letter and sadly none of the customer care representatives knew about the written response. All of them told me the money would be " returned to me '' after a tax enquiry is completed in minimum 2wks or maximum 4wks ( from mid XXXX  - when I started following up on my case again ). I kept calling every week spending more than 1 hour on each call, having to explain my 8 months ordeal every time from start to each new customer rep ( this also shows how pathetic NEWREZ systems are, none of the customer care rep had any clue about all the challenges with my account ). Anyways each week I was given a different answer, On a call in early XXXX, i was informed that tax query will be closed by XX/XX/XXXX and I will get my refund but again to my utmost surprise, when I called on XX/XX/XXXX the customer care rep told me that She can not tell me how much time tax enquiry will take and the previous rep misinformed me. She said the tax enquiry can take upto 60 days and she can not help me anymore, I just need to wait. I asked to get this information in writing for records but she said they dont have any such system in place ( NEWREZ expects its customer to keep calling and keep writing emails but they dont have any system of writing back to the customer - again demonstrating how pathetic their customer care/communication systems are ). All this while I have written numerous emails to them as well, obviously with no response, other than a standard auto generated email stating my email was received and will be responded to ( a response that never came ). Frustrated with all this I decided to refinance and move away from NEWREZ. My loan with NEWREZ was closed on XX/XX/XXXX and even then ( more than 60 days after my complaints ) I had still not received my money back. I then hoped that since NEWREZ has to close my escrow within 30 days of my loan account closure that they will finally close my tax enquiry and pay me back my money. But as always when i didnt receive my money even in XXXX first week, I called NEWREZ on XX/XX/XXXX and asked on the status for multiple " task requests '' that were created due to my complaints. To my utmost surprise, all of them were still open with no action on any one of them. The customer care rep didnt know why there was no progress and told me she will raise another task and escalate ( same standard response i have been told 50 times before ), I asked her why she is creating new tasks for same complaint when previous ones are open. She then recommended a speak to a supervisor, the supervisor also was clueless and her only advice was for me to WAIT MORE. I have already waited for more than 6 months, i have spent hours of my precious time calling NEWREZ not to forget several written communications to them and NEWREZ wants me to wait even more, with no commitment on completion date. On top of this they keep building more lies, I was told NEWREZ is waiting for a cheque back from my borough and when i called my borough they made it clear that they dont have anything to send back to NEWREZ. I write this complaint with some hope that i can get my escrow amount back which is close to {$3000.00}. Lack of proper systems at NEWREZ is appalling, none of their representative are trained to look at customer history, their is no co-ordination between their departments, there is no process or mechanism for communication back to consumer, they have no system to flag overdue tasks ( it seems they just keep them open ) and they have no system for accept feedback and act on it. I can not imagine how many more consumers have had to experience through such horrid customer service. This entire ordeal since XX/XX/2020 has caused immense anxiety and pain to me, my wife almost called XXXX looking at my state in one of the calls. As someone who keeps a close eye on his financials I have spent numerous hours in trying to resolve this with NEWREZ, I can not believe how an elderly person would be able to do all this. 
It in unimaginable as to how in 21st century, NEWREZ can operate like this. In times like current, {$3000.00} is a huge amount for me and I shouldnt need to beg/fight/cry/scream/shout to get my own money back. 
I really hope i get my money back ASAP.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation