Consumer complaint received 2026-05-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
XX/XX/XXXX - NewRez sent a check for {$5600.00} and said that we no longer had home insurance so they were returning the escrow surplus. I called 4 times in 3 weeks to have them update their files with the new insurance company and take back the {$5600.00}. XX/XX/XXXX- I called XXXX XXXX XXXX to have them call NewRez and work out the details. XXXX XXXX said they would call on XXXX XXXX as it was 30 days before the payment was due. XX/XX/XXXX- I called NewRez and emailed them docs about the new company including sending the XXXX Page. XXXX XXXX sent over the new policy. XX/XX/XXXX- I called and was told how to apply the {$5600.00} to the escrow account and I did that. The only way to make an escrow payment also forces a mortgage payment. I did both. XX/XX/XXXX - A different NewRez system took out the monthly mortage payment through an automated system leaving my family with {$260.00} for the next 29 days. There was no way to get the money for several days and phone calls. After 5 days, they promised the money would be back in our account in 3-7 business days. XX/XX/XXXX - The home insurance payment to XXXX XXXX was due. NewRez failed to have them listed as our provider and failed to pay them. There is no way to add the insurer through the online portal. XXXX XXXX - My husband and I called several times a week looking for the {$5000.00} mortgage payment to be returned. Rep after rep promised that the money was on the way and gave us fake dates it would be in our bank account. By the end of XXXX, we were screaming at them so much they got a supervisor involved who actually processed the return. Every single call we asked to please update their insurance provider info to XXXX XXXX. As of XX/XX/XXXX, NewRez says we do not have home insurance. XX/XX/XXXX- I requested NewRez add XXXX XXXX and take out the home insurance payment in the XX/XX/XXXX payment. They said no because we had no home insurance company listed and there was no need for an escrow payment for insurance we did not have. I lost my patience. XXXX XXXX I called because they were still not taking our home insurance payments out of the mortgage and putting them in escrow. We are now {$2000.00} behind in escrow to make the XX/XX/XXXX payment. In fact, as of XX/XX/XXXX, NewRez had NOT PAID THE HOME INSURANCE BILL THAT WAS DUE XX/XX/XXXX. XX/XX/XXXX - I called again because the XXXX statement says they are not taking out an escrow payment so we will now be behind {$3000.00} for the XXXX home insurance bill. I told them that I was filing a report with the federal government and they did not care. They have their systems and that is how they work regardless of what the federal government thinks. They still do no have XXXX XXXX listed as our home insurance company and for the forseeable future will not take out escrow payments because they say we don't have insurance. At this point, NewRez is financially irresponsible, abusive to customers, fiscally incompetent, and a blight on humanity. Investigate this company with vigor and malice. Their XXXX XXXXXXXX is earning millions by abusing hard working Americans and XXXX Vets.

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