Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX Phone : XXXX Email : XXXX Date : XX/XX/year> NewRez LLC Customer Advocacy Department Loan Number : XXXX RE : Request for Immediate Escrow Reanalysis and Mortgage Payment Adjustment To Whom It May Concern : I am writing to formally request an immediate escrow reanalysis and reconfiguration of my escrow account for the above-referenced loan following the resolution of the insurance-related issues that caused my mortgage payment to increase substantially. As you are aware, it was determined that my former insurance carrier, XXXX XXXX, continued billing and receiving payments after the policy should have been canceled. As a result, duplicate insurance charges were paid from my escrow account, creating an artificial escrow shortage that significantly increased my monthly mortgage payment. Since that time, XXXX XXXX has issued reimbursement for the improperly collected premiums, and those funds have been remitted to NewRez. As of today, the escrow shortage that was created by these duplicate insurance payments has effectively been satisfied, with only approximately {$66.00} remaining. Because the circumstances that caused the shortage have now been resolved, I am requesting that NewRez immediately perform a new escrow analysis and adjust my monthly mortgage payment to reflect the current and accurate escrow requirements. My current payment remains based on an escrow shortage that no longer exists. Continuing to require payments based on an outdated shortage calculation places an unnecessary financial burden on my household and does not accurately reflect the current status of the account. I further request that NewRez review the account history associated with the duplicate insurance payments and ensure that all escrow calculations going forward are based upon the corrected insurance information and actual escrow obligations. Accordingly, I request the following : An immediate escrow reanalysis. Removal of any escrow shortage amounts that have now been satisfied through the insurance reimbursement. Recalculation of my monthly mortgage payment based on current taxes, insurance, and actual escrow requirements. Written confirmation of the new payment amount and the effective date of the adjustment. A detailed explanation of any remaining balance or shortage if NewRez believes one still exists. Confirmation that future escrow calculations will be based upon the corrected insurance records and not the previously disputed premiums. Given the significant increase in my mortgage payment and the fact that the underlying insurance issue has now been corrected, I respectfully request expedited handling of this matter. My current payment amount was calculated based on circumstances that no longer exist, and it is imperative that the account be updated as soon as possible so that my mortgage payment accurately reflects my true escrow obligations. Please provide written confirmation that this request has been received and advise when the updated escrow analysis will be completed. Due to the financial hardship created by the inflated payment amount, I request that this matter be reviewed and resolved immediately. Thank you for your prompt attention to this matter. I look forward to your timely response. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX Phone : XXXX Email : XXXX Loan Number : XXXX

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