Consumer complaint received 2020-04-06
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This loan was with XXXX started in XXXX. Apparently they sold it to NEWREZ at the first of this year. The escrow account you Received from XXXX XXXX is not correct. Please look at the findings FINAL ESCROW ACCOUNT DISCLOSURE STATEMENT XX/XX/XXXX from XXXX Balance sent to you is XXXX Correct amount I pay each month is XXXX into escrow no payment due till XX/XX/XXXX for insurance of XXXX then taxes in XXXX of XXXX at XXXX with starting bal of over a thousand you will have to much money. 
XXXX XXXX did a ANNUAL ESCROW Account disclosure STATEMENT. ON XX/XX/XXXX. Incorrectly stating the escrow account was XXXX deficient. On this report on the back or second page is a rundown of the amounts held and due. Section 5. Please note the amount of XXXX XXXX as hazard ins was deducted from the total actual balance. YET this amount is labeled XXXX which is estimated future payment. 
So in effect a estimated future payment was deducted from the actual balance of the escrow account. This amount is not due until XXXX of XXXX. This error caused lots of time and confusion. PLEASE adjust and lets get a bi weekly payment schedule in order for the rest of this loan. OR I will pay the tax and insurance yearly myself instead of dealing with this escrow account that has been mismanaged. This was sent to NEWREZ Besides the incorrect escrow findings and amounts needed to be held, Newrez changed the amount of money that was being sent to them through my broker account. I authorized {$1100.00} per month paying principle and interest ( this included a extra {$300.00} per month toward principal ) on the loan and {$350.00} going to Escrow account. NEWREZ changed this amount without my knowledge or permission. New Rez thought because XXXX XXXX told them they needed to increase my escrow account by XXXX to keep it flush, So when they changed the amount without my permission they took the principal + interest + escrow amount and the increase in escrow amount which totaled. XXXX. XXXX XXXX XXXX. the {$300.00} I asked to put toward my principle was not included. Since the extra {$300.00} has not been put toward the loan XXXX XXXX and XXXX now XXXX I am paying interest on that money I wanted to reduce the loan with. 
I have called written e mail New Rez now 8 times over the last 3 weeks. I tried to stop the payments from my account but could only do so. I set it up in the XXXX XXXX account on line not through my bank account as that is where it came from.It is impossible to talk with them I am hoping if you can contact them and let them know I feel a incorrect accounting has occurred and I would like it straighten out. 
thank you I resorted to taking the money out of my account so they could not longer take it.I In fact they stated it was not due until XX/XX/XXXX but tried to take the money on XX/XX/XXXX. It was returned NSF which was the only way I could stop them from taking money. I have great credit and would like to keep it that way. Help!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation