Consumer complaint received 2025-07-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
My mortgage servicer, Shellpoint Mortgage Servicing ( NewRez LLC ), mishandled my escrow account for years and forced me into multiple problematic refinances, which they also mishandled leaving me still without clear answers. 

Originally, my loan was with The XXXX XXXX Bank in XXXX, then quickly transferred to XXXX XXXX XXXX, and eventually taken over fully by NewRez XXXX Shellpoint after XXXX XXXX was dissolved. My original account number under XXXX XXXX was XXXX, and my current loan number is XXXX In XX/XX/XXXX, I received a bill showing my mortgage payment had jumped by over $ XXXX due to a nearly {$7000.00} escrow shortage, which the servicer blamed on an underestimate of property taxes. However, my actual property taxes since XXXX to this year have been about $ XXXX, making this explanation completely implausible and raising serious concerns of long-term escrow mismanagement or an erroneous estimate dating back to loan origination. 

On XX/XX/XXXX, I emailed their representatives specifically asking how my payment could jump so dramatically. I never received a clear written explanation. 

Instead, their proposed solution was to push me into a refinance. This first refinance failed at closing : the notary never arrived on the scheduled day, and the next day I was told it was canceled due to internal tax issues, without any advance notice. After I escalated the matter even emailing a VP of HR at the former servicer I was bombarded with apologies, including a call from the original loan contact who was nearly in tears over how it had been mishandled. 

To fix this, they insisted on a second refinance at no cost, which was apparently required because the first refinance was not properly structured for XXXX XXXX compliance. 

Years later, I still have never received : A detailed accounting of how my escrow ran nearly {$7000.00} negative, Any records explaining why the tax estimates were so inaccurate, Or any full documentation of the multiple refinances they pushed on me. 

Recently, when I tried to get answers through an official XXXX XXXX complaint, Shellpoints representative told me they cant speak about the escrow issues because they occurred under XXXX XXXX even though NewRez owned XXXX XXXX at the time, is legally required to maintain the full servicing history, and used that very escrow shortage to justify forcing me to refinance with them twice. 


I am working on a formal Qualified Written Request ( QWR ) and Request for Information ( RFI ) under RESPA, demanding a complete escrow history, all internal notes, and full documentation of the multiple refinances. I am asking the CFPB to : Ensure they provide a complete, transparent, and timely response, Prevent them from deflecting responsibility by blaming prior entities they owned, And make sure they fully account for how my escrow was mishandled, why I was forced into multiple refinances, and why the first refinance was improperly set up.

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