Consumer complaint received 2025-07-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
I notified NewRez at the end of XXXX  that I recently moved properties and that the home they are servicing I am no longer tax exempt for property taxes in VA as it is no longer my primary residence. I advised them on XX/XX/XXXXXXXX  via telephone and NewRez advised me what documents I needed to provide and did via email on XX/XX/XXXX. I let them know the total amount due on XX/XX/XXXX which included supplemental taxes for the two months plus the typical 6 month payment ( VA property taxes are split into two payments each year ). They were well aware of the total amount due on XX/XX/XXXX and they even ran a new escrow analysis which incorporated the new tax amount resulting in a higher monthly payment. On XX/XX/XXXX NewRez sent me an email stating For the past year, we've been depositing part of your mortgage payment into your escrow account to cover your property taxes. Now it's time for us to pay your bill. Here are your payment details. Based on your last tax payment, here is what we expect to pay on your behalf. Priority tax {$3300.00} due XX/XX/XXXX. So at that time I was validated that NewRez would make the payment from my escrow to the city as they stated. In XX/XX/XXXX I noticed the taxes were NOT paid and immediately called NewRez. They assured me they would take care of it and that I would not be responsible for the penalty and interest as they should have made the payment. I was directed to again email NewRez with my evidence showing the email they sent me stating they would pay and the amount in the email was exactly what was owed. I was told someone would contact me and open an investigation. On XX/XX/XXXX I noticed NewRez paid my taxes however used my escrow funds to pay the penalty and interest which is very unethical and I was told I would not be responsible. I sent another email that same day back to the servicing department again no answer. I followed up via phone and the person said they would open an investigation. I later received a letter stating NewRez isnt responsible for paying my taxes which is completely false. I put funds every month into escrow and did everything right from contacting them to letting them know when my property tax exemption no longer applied, the total amount due and when, and provided the citys information on my parcel with all future tax information as they requested. I received the email on XX/XX/XXXX stating they were going to pay the taxes and they failed to service my loan properly. I spoke with a manager XXXX XXXX on XX/XX/XXXX who made me the same promises that this matter would be resolved and I shouldnt be responsible for penalty and interest. I followed up again on XX/XX/XXXX or XXXX and he promised me a resolution by the XXXX however still no resolution. I called back today XX/XX/XXXX was placed on hold for an hour waiting for him only for someone to tell me he would contact me back. I advised I would be filing a compliant with the CFPB as this is unethical and I have done everything I can do on my end by supplying them with all the appropriate information. When a company says they are going to do or pay something they need to be held responsible for doing so. Clearly in the email XX/XX/XXXX they advised they were going to disburse payment but failed to do so and therefore should be held reliable for the penalty and interest of almost {$400.00}. I have more in depth emails and documents I can provide.

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