Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: WI

Complaint narrative:
This started in XXXX when our mortgage servicer, NewRez LLC., did not pay our property taxes until XX/XX/XXXX. We were not able to claim our property tax credit on our XXXX taxes. Although numerous calls were made and we were consistently reassured that our taxes would be paid by XX/XX/XXXX. After numerous calls and an appeal with our state tax authority our appeal for property tax credit was denied as payment was received by local tax authority on XX/XX/XXXX and not on or before XX/XX/XXXX as required by law. XXXX informed NewRez LLC. of their error to make timely payment of taxes which caused a financial burden to homeowners. 
XXXX We submitted the NewRez LLC XXXX form of TAX ESCROW OPTION NOTICE via fax as recommended by XXXX XXXX via phone call with NewRez LLC. on XX/XX/XXXX. Fax was received by XXXX XXXX on XX/XX/XXXX at XXXX. We were informed that no other action on our part was needed. 
XX/XX/XXXX at XXXX : NewRez LLC called by account holder because, as per " Tax Escrow Option Notice '', all escrow funds held in escrow were to be released to homeowners and tax authority by XX/XX/XXXX and no withdrawal from ecrow account was noted. We were informed that our Tax Escrow Option Notice form submitted on XX/XX/XXXX was not properly documented by NewRez LLC. staff and that NewRez LLC. employee did not follow homeowners request of escrow disbursement. Instead NewRez LLC. employee choose option XXXX which requires NewRez LLC. to pay property taxes by XX/XX/XXXX if the property tax bill is recieved before XX/XX/XXXX. XXXX was " escalated '' with a timeframe of XXXX hours to address. Told to call back. Homeowners signed up for text alerts with NewRez LLC. 
XX/XX/XXXX at XXXX : NewRez contacted because homeowner received a text message that tax inquiry has been resolved with no details regarding resolution. NewRez LLC employee XXXX informed homeowners that " escalated '' inquiry was resolved and closed with no further action. He could not give homeowners any additional information regarding why it was closed or what actions were taken. No other information was available. 
XX/XX/XXXX : Notice of Error and Demand for Correction faxed and certified mailed to NewRez LLC. for : Failure to release escrow funds as required by NewRez documentation, Failure to follow borrower-authorized escrow instructions, Failure to make timely escrow disbursement, Failure to properly investigate and resolve error. Their inept error increases homeowners taxable income and tax liability and reduces homeowners ability to deduct property taxes for XXXX tax year. We have suffered real damages due to their failure as a financial institution and NewRez LLC. has failed to act appropriately as a fiduciary as required by law and by their own contract. 
As of today, XX/XX/XXXX, property taxes have yet to be paid by NewRez LLC.

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