Consumer complaint received 2025-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
This was the letter I wrote to the Mortgage Company who is not taking responsibility for their mistake : Customer Service Department Shell Point Mortgage XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX Re : Escrow Account Discrepancy and Tax Payment Misapplication Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX Dear Sir/Madam, I am writing to formally address an ongoing issue regarding the misapplication of property tax payments and the resulting discrepancies in my escrow account. 
On XX/XX/XXXX, a payment in the amount of {$3400.00} was sent to the XXXX XXXX XXXX Tax Office. This payment was intended to satisfy the property tax obligation for my property located at XXXX XXXX XXXX XXXX. However, I was subsequently informed that my tax account was delinquent, indicating that this payment was not properly credited. 
Upon discovering this on XX/XX/XXXX, I contacted your office and spoke with an agent who arranged for an additional payment of {$5000.00} to bring the tax account current without penalty. Following this, I received an escrow statement reflecting an increase in my monthly escrow payment from {$1900.00} to {$2100.00}, a monthly increase of {$140.00}. 
On XX/XX/XXXX, I spoke with XXXX from the tax department, who informed me that your office was still awaiting a refund from the XXXX XXXX XXXX Tax Authority and a follow-up was scheduled for XXXX of XXXX. After being transferred through customer service representatives, including Supervisor XXXX ( ticket # XXXX ), I was assured that the matter would be investigated further. But subsequently I heard that the ticket was closed without any action. 
Most recently, on XX/XX/XXXX, XXXX XXXX from your customer service team advised that I must pay {$140.00} regardless of the unresolved issue and that I should submit a Qualified Written Request ( QWR ) to XXXX XXXX XXXX, XXXXXX/XX/XXXXXXXX. He also stated that I should resolve the matter directly with the taxing authority. I must emphasize that this is not feasible, as the taxing authority will not discuss payments made on a property that I do not own. The error clearly stems from your offices misapplication of the initial {$3400.00} payment to the incorrect property. 
Given these facts, I formally request the following : A thorough investigation into the misapplication of the XX/XX/XXXX, payment. 
Immediate correction of my escrow account to reflect accurate tax payments. 
Confirmation that no further payments will be required from me until this issue is resolved. 
Written confirmation of the resolution and a corrected escrow statement. 
The error originated solely from the actions or omissions of your team, and the expectation that I, the borrower, rectify such mistakecoupled with the implicit or explicit threat of adverse credit reportingis both unjust and constitutes an abusive debt collection practice. Accordingly, I hereby demand that you refrain from reporting any disputed amounts or alleged delinquencies to any credit reporting agencies until this matter is fully resolved. 
Please treat this letter as a formal dispute of the escrow account charges related to the above-mentioned tax payment. I expect a prompt response within 15 business days in accordance with applicable regulations. 

Thank you for your immediate attention to this matter. I look forward to your timely resolution. 

Sincerely, XXXX XXXX

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