Consumer complaint received 2022-04-20
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
1. PROPERTY TAXES. Since XX/XX/XXXX, I have made multiple phone calls to Newrez ( and I've sent emails and uploaded requested documents ) asking Newrez to pay our XXXX property taxes. My husband and I have about {$15000.00} in our escrow account and our property taxes are roughly {$2500.00}. During the phone calls, I notified Newrez that I received a delinquent property tax notice from XXXX XXXX and that every month the county is adding on hundreds of dollars in penalty and interest. On two separate occasions, I have provided Newrez with a copy of that delinquent notice. 
I sent Newrez another email on Monday of this week asking how there could be this much delay and why was Newrez risking the loss of its collateral. Yesterday, I received an email response back stating ( for the first time ) that a company called XXXX takes care of Newrez 's tax problems and that it is XXXX that is causing the delays in resolving this matter. 
2. EXCESS ESCROW FUNDS. Since XX/XX/XXXX, Ive requested that Newrez return over {$10000.00} in excess funds that my husband and I paid into our escrow account at closing. I have had many phone calls with various Newrez representatives and, in response, Ive received several different answers about the return of our escrow funds, including that : the law does not permit Newrez to return our escrow funds until XX/XX/XXXX, the law allows Newrez at its sole discretion to keep our escrow funds and to adjust our monthly mortgage payments however it sees fit, Texas law requires Newrez to return excess escrow funds in XXXX and our money should have been refunded already, and the debacle with our property taxes has already triggered an escrow analysis which is required to be completed within 2 weeks, at the conclusion of which our excess escrow funds will immediately be returned. ( That phone call took place more than a month ago and I was told the lady I was speaking with was a Newrez supervisor. ) In my phone conversation with a Newrez escalation agent that has been assigned to my case, I was advised that an escrow analysis has not been started and might not be. The agent did say that if an escrow analysis is performed, the analysis will indeed require an immediate refund of our excess funds. 
3. THIRD-PARTY PROPERTY TAXES. Several Newrez reps have told me that last XXXX  Newrez took some of our escrow funds ( about {$800.00} ) and paid a third partys property taxes. That money has yet to be returned to our escrow account. 
4. HOMEOWNERS INSURANCE. I checked with XXXX last week and they said Newrez failed to make our XX/XX/XXXX homeowners insurance payment. After I brought this to their attention, Newrez paid the insurance premium this month. 
5. NEWREZ BANKRUPTCY. In my last phone call with Newrez on XX/XX/XXXX, I asked ( because of all of the above unusual occurrences and the conflicting information Ive been receiving from Newrez ) whether Newrez was in bankruptcy or about to be in bankruptcy. I was advised the company is in good condition and not in bankruptcy or preparing for bankruptcy.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation