Consumer complaint received 2020-08-18
Company: Shellpoint Partners, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hi, My mortgage company is NEWREZ LLC, they have defaulted on paying my property taxes for last 6 months. My escrow account always had XXXX usd more than amount needed for payments. i have never defaulted on any payments on my end. 
I received a delinquency notice on XXXX XX/XX/2020 and i called Newrez the next day, followed my a written email with a scan of notice attached. Email was dated XXXX XXXX XXXX.I followed up in writing on the XXXX XXXX and XXXX XXXX as well as spoke with multiple customer care reps during this time and was always promised it will be sorted in 24-48 hours. Then on XX/XX/XXXX I received a written apology from newrez and an amount of XXXX was debited from my escrow account. This is where i assumed the money would have been paid to my county. To my surprise taxes were still not paid when i checked my borough website on XXXX XXXX. i sent another email in writing and called customer again, again all i got was it will be sorted in 24-48 hours.I sent another written email reminder on XXXX XXXX to state property tax payment has not been received my borough. OnXXXX of XXXX i wrote to my borough tax person to explain my situation with written proof and requested to not put a lein against my property. On XX/XX/XXXX I wrote to NewRez again to highlight that while now after 3 months delay property taxes were paid, however they didnt pay correct penalty/ interest to the borough. The payment was short by XXXX USD. On XXXX XXXX, I sent another email stating payment for XXXX usd is not done. I gave atleast 2 calls to Newrez in addition to writing the emails. On XX/XX/XXXX, i sent another reminder for the XXXX usd, followed by another reminder on XX/XX/XXXX for the same. On XX/XX/XXXX i got another delinquent notice for XXXX usd ( XXXX + interest ) which i scanned and shared on the same day on email. I gave another call to customer care only to hear the same 24-48 hours fake promise.Another written reminder was sent on XXXX XXXX along with a reminder to highlight approaching due date of XX/XX/XXXX for next installment of property taxes. I also called customer care twice to request my taxes to be paid on time. Again my escrow had sufficient balance to cover the property taxes.On XX/XX/XXXX XXXX usd were debited from my account but they still have not been paid to my borough as of today XX/XX/XXXX. i have sent written reminders on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I also called several times.Everytime I was promised a call back with resolution but the call never came. I reached out to newrez on their XXXX account and they reached back saying someone will call me. A lady did call me during lunch and i requested a call back in 5 mins, the call never came back. Then I messaged newrez on XXXX and and after 2-3 days the lady representative from newrez called. To my surprise she wasnt aware of my case details and had no explanation for why this happened or by when will this be resolved or what will newrez do to avoid a repeat in future. Then today i realized newrez debited my escrow XXXX usd on XX/XX/2020, these are penalty charges for late payment of XXXX taxes, which newrez confirmed they will pay. Now everyday i am accuring late payment interest and a risk of a lien againt my property for no fault of mine. infact i have tried my best to follow-up via written as well as over the phone conversation, however i am not able to get any resolution. I write to you now, hoping the authorities can help me get this resolved asap. I have all emails saved and newrez will have all phone records as well. I am happy to provide all emails or any other documents needed from my end. Please help me, I am in a lot of mental stress for last 6 months with no end in sight. 
Regards

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