Consumer complaint received 2020-10-28
Company: Shellpoint Partners, LLC
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
1. Mortgage loan was transferred to NewRez ( Shellpoint ) and due to a clerical error on NewRez 's part, my mortgage payment amounts were {$100.00} higher than they should have been. 

An inquiry was sent on XX/XX/2020 before the first payment to NewRez was due, asking about why my monthly mortgage amount was {$100.00} more. I received a response in email on XX/XX/XXXX indicating that this was a clerical error and should be fixed within 1-2 business days. I was advised to hold off on paying my mortgage payment until the amount was fixed. The amounts had not been fixed until after the XXXX of the month, but after several calls, I was told not to worry because the issue was escalated and being worked on. NewRez representatives also told me that my credit report will not be affected due to me paying after the XXXX of the month, however, this turned out to be false. My credit showed a late payment, and in an attempt to fix it, they put the account in dispute with the 3 credit bureaus without telling me. I discovered it when I tried to refinance. I promptly paid the correct monthly mortgage amount once I called several times to confirm that it was fixed. However, due to my " late payment '' I was no longer able to pay online through their site. I had to set up a bill pay through my bank, which was an inconvenience for me. 

2. I had another couple of issues with my property taxes not being paid. I had to call and explain to them that my property taxes are overdue and " send a request '' to have it paid. They eventually paid the property taxes but I had to pay the penalty. 

3. The other issue with property taxes not being paid appeared in XX/XX/2020 when I got an updated property tax bill due to my new construction house being reassessed and a supplemental tax being added. I sent an inquiry to NewRez in XX/XX/2020 to ask if this additional amount is something that could be paid out of escrow. I had enough escrow funds to cover this additional payment. No one responded to my inquiry at all. I ended up having to call on XX/XX/XXXX to see what the status of my inquiry was. All the while my tax bill was past due and a penalty was assessed. When I called I was told that escrow should pay those tax bills, but then got transferred to someone in Escrow, who had to talk to two managers, who gave conflicting information. One manager said it should be paid out of escrow, another manager said supplemental taxes aren't typically paid out of escrow but I could submit something " in writing '' requesting that it be paid, then I could wait and see if it would be paid. No one could provide me with an update on my original inquiry that I sent in XXXX, and I was told that I had to submit ANOTHER inquiry to see if my supplemental property taxes could be paid out of escrow. I send that request on XX/XX/2020 and that is pending. Due to the fact that NewRez is not paying the supplemental tax, I've had to pay {$1300.00} out of my pocket to keep my home from a property tax lien.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation