Consumer complaint received 2026-03-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
I am filing a complaint against Newrez for failure to properly manage my escrow account and pay my property taxes, resulting in late fees, financial harm, and ongoing failure to reimburse me. I own a single unit at XXXX XXXX XXXX, XXXX, TX XXXX ( attached duplex ). Historically, both units ( XXXX and XXXX ) were under a single parcel with XXXX XXXX. During XXXX, XXXX XXXX split the parcel into XXXX, but the XXXX tax bill was still issued under the original joint parcel covering both units. In late XX/XX/XXXX, my neighbor ( owner of XXXX ) received the full tax bill for both units. I contacted Newrez and informed them : The correct parcel to pay from ( joint parcel ) My portion of the tax liability ( ~ {$14000.00} ) The urgency to pay before the deadline Newrez instructed me to submit documentation and stated their tax team ( XXXX ) would handle payment. However, they told me it would take at least 14 days to research before disbursing funds. I explicitly asked whether they would cover late fees due to delay, and I was assured they would. After XXXX weeks, no payment had been made. Upon follow-up, Newrez stated their research incorrectly concluded that my parcel had a {$0.00} tax bill. I clarified again that the taxes were tied to the joint parcel and re-provided the correct information. By XXXX, the tax deadline had passed and penalties began accruing. Newrez acknowledged the wrong case type had been opened and stated they would proceed with payment. By XX/XX/XXXX, my neighbor received a delinquent tax notice for my unpaid portion. Due to risk to their credit, they paid my portion of the taxes, including penalties and interest, totaling approximately {$16000.00} ( up from ~ {$14000.00} ). On XX/XX/XXXX, I contacted Newrez to request reimbursement from my escrow account ( which currently holds approximately {$27000.00} of my funds ). I was instructed to provide documentation and was told : An escrow analysis would be completed by XX/XX/XXXX A tax reimbursement process was initiated On XX/XX/XXXX, I was told no funds could be released and that I needed to wait for the tax team, whose timeline extended to XX/XX/XXXX. On XX/XX/XXXX, I was again incorrectly told there was no tax bill for my parcel. A new escrow analysis was opened, now expected to complete XX/XX/XXXX. Throughout this process : Newrez repeatedly failed to understand or act on the joint parcel issue despite multiple explanations They failed to pay taxes on time despite having sufficient escrow funds Their error caused late fees and forced my neighbor to pay on my behalf They have delayed reimbursement despite holding sufficient escrow funds Multiple escalation requests were made, including requests for a manager ( XXXX XXXX XXXX XXXX XXXX ), but no callback was ever received I am currently at risk of legal action from my neighbor, including a lien on my property, due to Newrezs failure to pay taxes and reimburse me.

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