Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, WA XXXX Loan Number : XXXX Qualified Written Request Notce of Error XXXX Attention : Newrez Servicing XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX Newrez LLC, XXXX XXXX Newrez Escrow Statement dated XXXX shows the current payment as {$90000.00}, new payment amount {$930.00}, with new payment effective XX/XX/XXXX. Statement on page XXXX of the Escrow Statement Under Annual Escrow Breakdown : This is an estimate of activity in your escrow account during the coming year based on payments anticipated to be made to and from your account. XXXX. I did not receive a notification from Newrez regarding an increase in the property tax as {$1000.00}. On XX/XX/XXXX, I emailed Newrez and Informed the servicer that my tax payment due XX/XX/XXXX, was {$1000.00}, not {$970.00}, after I received an email dated XX/XX/XXXX, notice stating : It's almost time for us to pay your taxes. Here are the details : Property Tax Amount {$970.00} due date XX/XX/XXXX Washington State Treasurer and Assessor certify the tax increase around XX/XX/XXXX. Newrez had access to the records and the ability to see the increase in property taxes. They chose instead to use the estimated activity from their Escrow Statement rather than using the correct amount. I called Newrez customer service stating that I have never made a partial payment. They were also emailed. This is the email I received : XXXX Ahead '' Misalignment : Because your payment schedule is slightly misaligned with your billed amounts, the " extra '' month you thought you paid was absorbed by the escrow differences. [ XXXX, XXXX, XXXX, XXXX, XXXX ]. The Partial Payments were posted on the statement Date XX/XX/XXXX with the date of XX/XX/XXXX as stated above, XXXX debit, XXXX credit, and a regular payment of {$930.00} noted as due XX/XX/XXXX payment was not posted until the due date noted on the XX/XX/XXXX statement of XX/XX/XXXX. There is an online mortgage portal and a property information center where servicers can access property information. Newrez chose not to access the portal to access the current property tax payment due. Newrez took the paid XXXX payment for XXXX, created a Statement dated XX/XX/XXXX with no payment posted. THE CORRECT PROPERTY PAYMENT WAS MADE ON XX/XX/XXXX IN THE AMOUNT OF {$1000.00}. NOTICE FROM NEWREZ ITS TIME FOR XXXX TO PAY YOUR TAXES. HERE ARE THE DETAILS MAILED XX/XX/XXXX AMOUNT DUE {$970.00} DUE DATE XX/XX/XXXX. XXXX. Newrez statement dated XX/XX/XXXX, shows XXXX payments, dated of {$24.00}. There are XXXX months of payments, XXXX and XXXX, of {$930.00} rather than {$900.00} ; thus, {$48.00} should be a regular payment applied to the principal. XXXX payment dated XX/XX/XXXX has been negated. This payment was not applied to XX/XX/XXXX. A statement was created on XX/XX/XXXX with no payment applied and a change in contractual due date from XX/XX/XXXX to XX/XX/XXXX ( XXXX statement ). The XX/XX/XXXX payment was not applied to the XX/XX/XXXX statement. The XX/XX/XXXX statement was created to look like I am making by-monthly partial payments. Change to the contractual due date : The date your payment is considered contractually due ( e.g., the XXXX of every month ) can not be shifted around arbitrarily just because there is a tax shortage. When partial payments are placed in a suspense account, the servicer is legally required to explain the CFPB XXXX XXXX exactly how much is needed to clear the suspense and how to apply the fund. The statement also must include information about what happens if you pay less than a full payment to the servicer. I have a legal right to make a one-time payment to resolve the property tax shortage. However, I have not received notice from Newrez that I can. I have never been provided with the detailed information about my options required by federal regulations. A Remove my payment from the suspense account and provide a detailed accounting of where all of the {$93000.00} went toward the property tax. As noted above. I have a legal right to request that Newrez provide a detailed accounting of the payment amount determined to be a partial payment. Newrez did not access the XXXX XXXX XXXX mortgage portal. B. The remaining amount due from the {$930.00}. Apply to the principal [ ortal property information center that is available to mortgagservicers. C.The principal payment of {$24.00}, paid in XXXX to be applied to principal and the pricipal payment of {$24.00} paid in XXXX, XXXX. Newrez did not follow the requirements because my payment covered the entire monthly payment due each month, as shown on the statement. It is not legal to divert a payment or treat it as a partial payment. When an escrow shortage occurs due to a tax payment, you generally can not change your mortgage 's due date, but you can legally resolve the shortage through an escrow repayment plan governed by federal law. [ XXXX, XXXX, XXXX ] Attachments enclosed

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