Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
On XX/XX/year>, I received an updated escrow analysis from NewRez stating that I was being forced into an escrow account because my property taxes were allegedly delinquent. This information was inaccurate. My property taxes were fully paid and current. Following the process outlined by NewRez, I promptly submitted proof that my taxes were up to date. Despite this, on XX/XX/year>, I received notice that my request to waive the escrow requirement had been denied. I disputed this decision again and spoke with NewRezs property tax department. I was informed that NewRez had mistakenly made a tax payment on my behalf due to their misunderstanding that my taxes were delinquent. I was told that the payment was being returned to NewRez and, once the returned funds were applied back to my escrow account, the escrow requirement could be removed by customer service. Over the next XXXX months, I made numerous calls to NewRez and its tax department. During each interaction, I was assured that the returned payment check was on its way and would be posted to my escrow account the following week, after which the escrow account would be removed. The returned payment was reportedly sent to NewRez on XX/XX/year>. When I called in XXXX to confirm receipt, I was told they had not yet received it but could see that it was in transit. On XX/XX/year>, I again contacted the NewRez tax department and was told the check had been cashed and would clear by the end of the week. I was further told the matter had been escalated to the escrow department to expedite posting the payment to my escrow account. On XX/XX/year>, I called again because the funds still had not been posted to my escrow account. The tax department informed me they had completed their part and that it was now up to the escrow department to apply the payment. I was transferred to customer service. I first spoke with an agent named XXXX, who placed me on hold while checking the status. After being on hold for over XXXX minutes, my call was abruptly transferred back to the property tax department without explanation. The tax department had no idea why I had been transferred. I requested another transfer to customer service and then spoke with a supervisor named XXXX XXXX XXXX After reviewing my account notes, he confirmed that NewRez had received the payment but could not explain why it had not yet been posted to my escrow account. He placed me on hold for approximately XXXX minutes to investigate further. When he returned, he stated that NewRez could no longer locate the payment and that it would take another XXXX days to investigate. I explained that this was unacceptable because I had done everything required of me and the issue was entirely due to NewRezs internal handling errors. XXXX XXXX this and stated, Youve done everything you were supposed to do, its on our side now. He then said he would escalate the matter to higher management. However, after another lengthy hold, my call was once again transferred without explanation back to the XXXX XXXX department, whose staff again had no understanding of why I was transferred. I then spoke with another customer service representative named XXXX and requested to be reconnected with XXXX XXXX She informed me this was not possible. At that point, after hours spent attempting to resolve this issue, I ended the call out of frustration. Later that same day, I called again and spoke with an agent named XXXX, who transferred me to a supervisor named XXXX. XXXX claimed there was no record of the returned payment and stated she could not even locate my case number. She was dismissive and rude during the interaction before transferring me back to the tax department. I then spoke with XXXX in the tax department, who repeatedly placed me on hold while attempting to locate my account information. After several additional minutes on hold, the call was disconnected. On XX/XX/XXXX, I again spoke to New Rez. I was finally directed to the escrow department. After looking into call records and notes, they stated they had no record of an incoming returned payment, case number, or any evidence of any pending resolution. I gave up. At no point were any dropped or mis-transferred calls returned, despite every representative confirming my callback number beforehand. I repeatedly requested direct contact with the escrow department but was told customers are not permitted to speak with that department by phone. Additionally, selecting the escrow department option through the automated phone system only states that the department is closed outside business hours without ever identifying what those business hours actually are. To make matters worse, NewRezs online chat system was also nonfunctional during this period, making it extremely difficult to obtain any assistance without spending excessive time on hold. I am filing this complaint because NewRez : Incorrectly forced my mortgage into escrow based on inaccurate information. Failed to timely correct its own error despite receiving proof my taxes were current. Lost or mishandled a returned payment that was supposed to resolve the issue. Provided inconsistent and contradictory information across departments. Repeatedly transferred or disconnected calls without resolution or follow-up. Prevented customers from directly contacting the department responsible for resolving escrow issues. I am requesting that NewRez : Immediately remove the escrow requirement from my mortgage account. Correct all records related to this issue. Confirm that no negative reporting or penalties will result from their error. Provide a written explanation regarding how this error occurred and why the returned payment was mishandled. Improve their customer service and escalation procedures so other customers do not experience similar treatment.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation