Consumer complaint received 2025-09-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Im XXXX XXXX  XXXX and therefore am tax exempt in XXXX XXXX where I live! In XXXX I went to the controller and filed to have my taxes deferred and to get my homestead exemption which I got. I then filed the paperwork with Caliber mortgage the lender at that time which then became NewRez which is who they are now! They said that they would file the paperwork and that I could call back in one week and that I would then be in their system and would be tax exempt and would not be charged taxes. I called back after one week and they stated I was setup in their system and was not going to be charged taxes. Later that year I was indeed charged taxes anyway. When I found out I was charged taxes I called them and asked what was going on. They said I was not setup as tax exempt. I said I called in and setup myself up and was in their system. They looked it up and figured it out that I was setup and then said that I was setup and that they would return the money to the county in 5 days. They took 4 months to return the money all the time charging me {$3700.00}!! After they returned the money they then did and analysis on the house and decided that they would raise my mortgage to a higher amount since my house was worth more money now!! The next year came around and they said to call in and let them know that I was tax exempt and they would not charge me taxes. So I called them early in the year but they charged me taxes anyway!! They then said they would return the money but took 3 months to return the money the whole time charging me over {$3000.00} a month!! After they returned the money they then did another analysis on my house and raised the mortgage again! This started to become a pattern! Every year they would charge me taxes when they were not supposed to while claiming that I was not tax exempt even though I am in their system as tax exempt!! I keep calling them every year early to tell them not to charge me taxes yet they do it anyways. Then when they say that they are going to send the money back to XXXX XXXX they take 4 months to send the money back!! After they send the money back they do an analysis on my house and raise my mortgage. They are driving me out of my house by raising the mortgage!!! This is not right!!! They claim that the county is sending them a bill but I had the county remove them from my account so there is no way they can get a bill from the county unless they ask for a bill from the county!! They keep saying the county is sending them a bill though which is a lie!!! I have verified this with the comptroller of the county!!! As of XX/XX/XXXX they still have money that they have to return from this year that they took from me as taxes which they were not supposed to have charged me which they were supposed to return 4 months ago!!!! They need to return that money NOW!! Please help me ASAP!!!

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