Consumer complaint received 2026-07-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
I am submitting this complaint regarding Newrez / Shellpoint Mortgage Servicing and an ongoing escrow analysis problem involving my mortgage account for my home aXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Newrez/Shellpoint has repeatedly failed to correctly account for my XXXX XXXX XXXX XXXX XXXX veteran real estate tax relief when analyzing my escrow account. As a result, they issued an escrow analysis showing a projected shortage of {$1000.00} and a new monthly payment of {$4000.00} effective XX/XX/XXXX. I believe the escrow analysis is incorrect, incomplete, or based on inaccurate tax assumptions. I am a XXXX % service-connected, XXXX XXXX XXXX XXXX veteran. My XXXX benefit documentation confirms that I have a XXXX % combined service-connected evaluation, that I am considered totally and XXXX XXXX due solely to XXXX XXXXXXXX, and that my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has already approved and applied my real estate tax relief. A letter from the XXXX XXXX Commissioner of the Revenue dated XX/XX/XXXX states that XXXX XXXX XXXX and XXXX XXXX received XXXX % real estate tax relief for tax year XXXX in the amount of {$3200.00} on the home and XXXX acre of land. The same county letter explains that the additional XXXX acres of land, pool, and XXXX patios are not included in the tax relief program and will continue to have normal taxes applied. The issue is not that I owe no taxes at all. I understand that some non-exempt portion may remain taxable. The issue is that Newrez/Shellpoint appears to be calculating my escrow as though the full unreduced real estate tax amount remains owed, instead of using the reduced post-abatement XXXX XXXX XXXX XXXX. The XXXX XXXX tax portal shows that the XXXX real estate tax bill was adjusted and paid. The first XXXX installment showed an original bill of {$1800.00}, a XXXX veteran tax relief abatement of {$1600.00}, leaving only {$160.00} due. Payments were then applied, and the current county balance due shows {$0.00}. Newrez/Shellpoint has already acknowledged in writing that the XXXX first installment taxes were due and paid, that there was no delinquency, and that the homeowner was approved for a XXXX XXXX veteran exemption for tax year XXXX. Newrez/Shellpoint also later acknowledged that the submitted documents had been received and reviewed, that XXXX XXXX confirmed the XXXX veteran exemption, and that the tax lines had previously been set up incorrectly, with updates supposedly in progress. Despite this, Newrez/Shellpoints escrow analysis still shows a projected shortage of {$1000.00}, based on : Required escrow balance : {$1000.00} Lowest projected escrow balance : - {$64.00} Shortage amount : {$1000.00} New payment : {$4000.00} effective XX/XX/XXXX Newrez/Shellpoint has not provided a clear written breakdown showing the exact real estate tax amounts used in the escrow projection. They have also not clearly confirmed that the escrow analysis is based on the XXXX XXXX reduced post-abatement tax obligation rather than the original pre-abatement tax bill. I am requesting CFPB assistance because ordinary customer service contacts have not resolved the issue. Newrez/Shellpoint appears to be overlooking or misunderstanding the county-applied XXXX veteran real estate tax relief, even though the county records and Newrez/Shellpoints own prior correspondence confirm that the exemption exists and that there is no delinquency. I am requesting that Newrez/Shellpoint be required to : Provide a complete written breakdown of the escrow analysis that produced the {$1000.00} shortage. Identify the exact real estate tax amounts used for each projected XXXX XXXX tax installment. Identify the exact homeowners insurance amount used in the escrow analysis. Provide the complete projected escrow disbursement schedule. Explain how the required escrow balance of {$1000.00} was calculated. Confirm whether the escrow analysis used the XXXX XXXX reduced post-abatement tax amount or the original full pre-abatement tax amount. Confirm that the {$3200.00} XXXX XXXX real estate tax relief for tax year XXXX was factored into the escrow analysis. Correct the escrow analysis and monthly mortgage payment if incorrect, unreduced, estimated, or outdated tax figures were used. Confirm that all tax lines associated with the property have been corrected to reflect the XXXX veteran real estate tax relief. I am not disputing that escrow may still be required for homeowners insurance, escrow cushion requirements, or the remaining taxable non-exempt portion of the property. I am disputing any escrow analysis that treats my property as if the full unreduced annual real estate tax bill remains owed after XXXX XXXX already applied the XXXX veteran tax abatement. XXXX XXXX has already reduced the tax obligation. The county records show the XXXX tax bill was abated and paid, with a {$0.00} balance due. Newrez/Shellpoint should be required to base its escrow analysis on the county-certified post-abatement tax amount and provide a clear written explanation of its escrow calculations. I am attaching supporting documentation, including : XXXX XXXX Commissioner of the Revenue tax relief letter dated XX/XX/XXXX. XXXX XXXX tax portal screenshots showing the XXXX real estate tax abatement, payment, and {$0.00} balance due. XXXX benefit documentation confirming 100 % permanent and total XXXX status. Prior Newrez/Shellpoint correspondence acknowledging the XXXX veteran exemption, no delinquency, and prior tax-line issues. Newrez/Shellpoint escrow analysis screenshots showing the projected shortage of {$1000.00} and new payment amount. Sincerely, XXXX XXXX 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