Consumer complaint received 2026-02-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
In summary, escrow account is not being managed appropriately and now displays a gross deficit in my escrow balance. Per Escrow dashboard on Shellpoint website and information below gathered from numerous calls to Shellpoint ( including Insurance Department, Escrow Department and customer service ) : XX/XX/year> Escrow distributed a payment in the amount of {$8700.00} to XXXX XXXX XXXX ( check # XXXX ). ( 3 different people I spoke provided different information- 1 person stated check sent to XXXX XXXX XXXX 1 person stated the payment was ACH payment electronic with REF # XXXX, 1 person stated payment made to policy # XXXX which actually is a XXXX policy and not XXXX XXXX XXXX. XX/XX/year> I called XXXX XXXX who stated that post cancellation of the policy # XXXX, they never received the payment issued of {$8700.00} from ShellPoint. XX/XX/year> Shellpoint Escrow act shows an insurance refund in the amount of {$2900.00}. XX/XX/year> New homeowners insurance was opened with XXXX with policy # XXXX effective XXXX. XX/XX/year> Shellpoint escrow shows a payment of {$5800.00} for XXXX with policy # XXXX. XXXX required Flood insurance due to high value of the house although I am not in a flood zone. I paid the flood policy from out of pocket and not included in the Shellpoint Escrow. XX/XX/year> Homeowner ( XXXX XXXX ) made a payment towards the escrow online due to a deficit in the escrow in the amount of {$11000.00}. XX/XX/year> Homeowner ( XXXX XXXX ) another payment towards the escrow online due to deficit in the escrow in the amount of {$1400.00} XX/XX/year> XXXX increased the policy premium and requested an additional {$4000.00} check # XXXX for a total policy of {$9800.00} with policy # XXXX XX/XX/year> XXXX policy was cancelled per homeowner request. ( Policy # XXXX ) XX/XX/year> New policy was opened with XXXX XXXX due to increase in XXXX premium. XXXX XXXX XXXX # XXXX effective XXXX. This is the active and recent effective policy. XX/XX/year> ShellPoint escrow sent payment to XXXX XXXX XXXX policy # XXXX in the amount of {$8700.00} ( check # XXXX ) XX/XX/year> I called Shellpoint and requested a full review of the escrow account distributions and payments. I was informed that they do not show the payment made to XXXX XXXX on XX/XX/year> in the amount of {$8700.00}. The insurance department indicated that the policy was cancelled and therefore the payment was voided. I called XXXX XXXX and they do not show payment received on XX/XX/year>. I requested that they reverse that payment from the escrow account. XX/XX/year> Called XXXX and confirmed that the additional payment of {$4000.00} ( check # XXXX ) on XX/XX/year> has not been received. # 1 Dispute remains that I need Shellpoint to reverse the payment of {$8700.00} made to XXXX XXXX on XX/XX/year> with check # XXXX which was never received by XXXX XXXX. # 2 dispute is for Shellpoint to review the payment made to {$4000.00} Citizens for policy # XXXX with check # XXXX which was not received by XXXX. # 3 Dispute - re-analysis is to be performed on my escrow acct once # 1 and # 2 is finalized as I have made significant payments towards the deficits from last year due to increase in taxes and home owners insurance. ( Homeowner paid total of {$12000.00} ). I need a new monthly mortgage rate to be calculated once all is corrected.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation