Consumer complaint received 2025-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
I got an email in XXXX that NEW REZ ( Shellpoint ) had paid my property tax for the month of XXXX??? I have always paid my property taxes as long as I have owned my home ( with this company and previous lenders ). I had refinanced/ cashed out years ago for a divorce. I did not choose this company nor was I made aware they could do this. They claimed otherwise! I did NOT sign any document knowingly or willingly for them to put an escrow on my account and pay my taxes and now change my monthly mortgage payment. 
I received no notice of intent to pursue a debt. I had just reentered XXXX XXXX in XXXX which I am currently trying to finish. I simply forgot to pay my property tax installment and would have done so eventually. I have good credit, money in the bank! We are a small town -tax collector who is rarely open.If there is any risk or problem they personally reach out. We care about our community! My may tax payment was merely overlooked in a very busy time! I am a XXXX  who is on a XXXXXXXX XXXX salary and must work extra side jobs and XXXX XXXX  but ALWAYS gets her bills paid! If property tax is late, by the way- you pay a little interest -no harm no foul. My house is NOT in danger of tax sale, I have no liens, etc. I have in fact a history of ALL my taxes being PAID!!!! It even says this in a letter from the lender to the tax collector and I have highlighted in attached statement. My township returned their check! I paid before their check was even received!! Copy of check is attached and an email from my tax collector to lender!!!! I have pre- paid part of XX/XX/year>. There is a grace period until XX/XX/XXXX they have already received {$900.00} and will receive the rest on my next paycheck- well before the deadline!!! New Rez representatives could not answer my tax questions when I called back for answers about their weird email. They claimed my township contacted them. THEY DO NOT DO THIS! then they claimed out county reported me. THIS WAS NOT EITHER! We are small municipalities with one person collecting for all. Each state reports differently I have found out. 
I did not understand what an escrow payment was and thought they just attached payment to my existing mortgage -- I did not know they planned to change how I would pay my mortgage! Suddenly I was a " risk '' as per another conversation when I called back for my answers. Then I received a cartoon in an email saying my mortgage may change??? Awful customer service reps.Each time I called I was given no congruent info and they said they would check notes which did not include what I was asking about prior. I was treated like I was a deadbeat who could not pay her bills. The representatives were clearly not in tune and seemed like a work from home operation some reading from a manual they are a " debt collector ''. I have no debt- the taxes are PAID. Another told my claim to remove escrow was denied? I didn't make one yet? Another said they would email me a form. The next time I called said this form was not in existence- i was merely inquiring why it had not been emailed as promised. Another rep told me to file a note in a small textbox on their APP for XXXX  Another said I had to petition them to remove Escrow. I am a busy person who is VERY STRESSED BY THIS ALL!!!! I have an XXXX XXXX XXXX which is triggered by stress. I cant work to pay my bills if i am in pain... This is VERY UNNECESSARY STRESS! I am a consumer who is being treated unfairly by a major corporation who clearly does not care.They are now only trying to make more money off me. I got a statement in my XXXX XXXX  that claims as of XX/XX/XXXX My mortgage rate is changing from {$830.00} to {$1400.00} per month. I do not authorize this nor should a company be able to dictate my monthly budget. My taxes are current and the escrow needs to be removed- my payment should stay the same. I was abundantly clear with my original financial provider who farmed out my mortgage. Taxes were to never be included and i was assured of this when I refinanced years ago.

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