Consumer complaint received 2025-04-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: CO

Complaint narrative:
In XX/XX/2024, I sent an email to my Mortgage Servicer, Shellpoint Mortgage Servicing, d/b/a NewRez, with my updated insurance policy information. I then sent an updated email with a newer one which included a discount for the age of my roof and requested an off cycle escrow analysis. I received and escrow statement which included the correct numbers. I then received an escrow statement with the incorrect insurance amount which increased my payments. Before my first increased payment was due, which included the incorrect escrow amount, I requested time again through chat that the off cycle escrow analysis be completed. I was promised it was escalated. I was told it would be done in days. I paid the increased amount due, once. After that I reviewed the old escrow analysis and discovered the numbers included in this analysis were using the correct insurance amount. I began paying the principal, interest, and escrow amount based off the correct ( but not presently being included in my statement ) escrow amount and requested repeatedly via chat, on the phone and when asked via email for an off cycle escrow analysis to be complete. Finally in XXXX XXXX XXXX, a new escrow analysis was complete, but somehow magically my purported escrow shortage was now not allowed to be spread out over 36 months like it was in the original escrow analysis. I paid two small amounts in XXXX and XXXX, but I was told that because I didn't pay the bill as due when due ( which included an incorrect escrow amount ) that I had hundreds of dollars being assessed in late fees and noticed negative reporting being reported on my credit report. That's when I sent an email telling them that if they couldn't fixt the problem I wanted to not have them pay my escrow. I never heard anything regarding this request. This was sudden, unexpected, and unfair. The fault admittedly ( they literally told me it was their fault on the phone ) is NewRez '. I called regarding my past due fees and was told they couldn't refund them initially. After some arguing, I was told that they would submit they would waive the late fees because the error was theirs. I made the small additional payment in XXXX and everything was supposedly good there. This was discussed on XX/XX/XXXX. It is now XXXX and my account is still showing the past due fees. I was told the last time I called that no one would ever call me back and that I would have to keep calling. I was promised this case was escalated though and that the person on the phone was doing all they could. I told him at this point in time that the issue has been going on for over a year and I would be filing a complaint with everyone I could and hiring counsel, if needed to make the demand for correct credit reporting and a claim for damages, because at this point in time I need to protect myself. If I have to retain counsel, their fees will be included in my claim for damages. The documents submitted with this complaint are not all the documents in existence, and NewRez supposedly has detailed notes of every phone call, etc. as well.

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