Consumer complaint received 2024-12-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
Summary : NewRez ( mortgage servicer ) owes me a {$720.00} refund due to duplicate property tax payments being made to XXXX XXXX ( Arizona ). 

NewRez was my mortgage servicer for a property I purchased on XXXX. 

Due to interest rates dropping, I refinanced that property ( close date of the refinance : XX/XX/scrub>XXXX ), causing my mortgage servicer to change from NewRez to XXXXXXXX XXXX 

Property taxes for XXXX XXXX were due on XXXX 

In relation to purely the refinance ( separate from NewRez ), XXXX XXXX is the title company that insured and disbursed the funds for my refinance transaction for XXXX XXXX. On 1XXXX XXXX XXXX received a {$720.00} payment that cleared from XXXX XXXX to pay the property taxes due on XXXX {$720.00} was the full amount owed in property taxes. XXXX XXXX XXXX XXXX  on XXXX  called the XXXX XXXX XXXX collector and the County confirmed that the payment received on XXXX  was from XXXX XXXX XXXX. These funds were taken from my refinance closing costs ( image of the Property tax section in my " Other Costs '' section of my refinance docs attached ). I've also attached a screenshot of confirmation of these events from XXXX XXXX - confirming the XXXX XXXX  stated the property tax payment received on XXXX was from XXXX XXXX  not NewRez.

NewRez ( my previous servicer ) on XXXX took {$720.00} out of my escrow account ( as on XXXX  they were still my mortgage servicer - as of the next day XXXX they were not ) and automatically sent out that amount to XXXX XXXX  even though those funds had already been sent by XXXX XXXX  due to the refinance ; hence, the duplicate payment. ( Attachment of my escrow account balance showing the deduction is attached ).

When XXXX XXXX looked into this matter ( to determine if XXXX XXXX  or NewRez made the duplicate payment ) and contacted XXXX XXXX XXXX XXXX  stated the County stated they received a 2nd payment in the amount of {$720.00} on XXXX. This 2nd payment was rejected as the payment from XXXX XXXX XXXX XXXX had already been cleared and received on XXXX ( this was confirmed by XXXX XXXX  ). The 2nd payment could only have been made from NewRez ( as no other payment was made by XXXX XXXX  ) and was the amount taken from my escrow account.

To clarify, XXXX XXXX XXXX XXXX paid {$720.00} in property taxes owed to XXXX XXXX out of my refinance closing costs which cleared on XXXX. NewRez took {$720.00} out of my preexisting escrow account on XXXX which cleared on XXXX to pay XXXX XXXX XXXX XXXX rejected the 2nd payment of property taxes made by NewRez as they had already received the funds from my new title ( XXXX XXXX ). This 2nd payment made by NewRez was a " duplicate '' tax payment but still taken from my escrow account and has not been refunded to me.

I've contacted NewRez for 2+ months to refund me the {$720.00} taken out of my escrow account and I have only been passed around to various representatives. I have not received confirmation that I would receive a refund despite it being explicitly clear that an excess payment was made on NewRez 's behalf and that I am owed the {$720.00} taken out of my escrow account.

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