Consumer complaint received 2025-10-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
I have reached out to NewRez servicing multiple times regarding the escrow shortage that I paid to not have an increase in my monthly payment amount, but they increased my monthly payment anyways. They refuse to acknowledge their deceptive website that has caused a significant financial burden to me due to their lies and trickery. 

The Newrez website specifically stated that if I paid the escrow shortage then my monthly payment would stay the same. However, after I paid the specific dollar amount, they increased my monthly payment anyways very close to the same monthly payment amount if I had not paid the shortage. 

This is a clear UDAAP violation as they tricked me into paying {$3800.00} for the shortage and still increased my monthly payment amount by {$230.00} ( or another {$2700.00} over 12 months ). 

I want my monthly payment amount to be the {$2200.00} that NewRez specifically stated would continue to be my monthly payment amount if I paid the {$3800.00} escrow shortage. 

Additional details are noted below. 

My monthly payment amount was {$2200.00}. I understand my taxes and insurance had increased and that there would be a shortage. On XX/XX/year>, I logged into my NewRez account to view my account details to consider whether I should pay the Escrow shortage. Or, per NewRez, if I did not pay the shortage, my monthly payment would increase to {$2500.00} ( or {$290.00} more per month or {$3500.00} over XXXX  months ). 

On XX/XX/year>, the NewRez website specifically stated, Your taxes and/or insurance has changed which caused your escrow account to have a shortage of {$3800.00} for the upcoming year. You can make a true-up payment using the button below and keep your monthly payment at {$2200.00}, a {$290.00} monthly difference. ( I do have a screenshot of the website ). 

I paid the escrow shortage of {$3800.00} on XX/XX/year>. However, NewRez still increased my monthly payment to {$2400.00} ( or {$230.00} more per month ). 

I only paid the {$3800.00} because NewRez specifically told me that my monthly payment amount would stay {$2200.00}. 

This is a clear UDAAP violation and NewRez refuses to acknowledge or remediate appropriately. 

The two options NewRez presented to me were 1 ) do not pay the shortage and increase your monthly payment by {$290.00} per month to {$2500.00}, or 2 ) pay the {$3800.00} shortage and keep the monthly payment amount at {$2200.00}. However, they tricked me into a hidden 3rd option that no fully informed consumer would ever choose the hidden option 3 ) pay {$3800.00} shortage today AND increase your monthly payment amount by an additional {$230.00} to {$2400.00}. 

I would like NewRez to correct my monthly payment amount to the {$2200.00} that their website specifically advised me since I paid the {$3800.00} shortage they specified. Or, I would like my {$3800.00} to be refunded and will pay the monthly payment of {$2500.00} they advised would be my monthly payment if I did not pay the shortage. 

Thank you for your assistance.

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