Consumer complaint received 2026-01-08 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:
My mortgage servicing company, Newrez, LLC ( dba Shellpoint Mortgage Servicing ) began charging me escrow for property taxes beginning in my XX/XX/XXXXXXXX  statement and took {$1200.00} on top of my regular monthly mortgage payment of {$1500.00} on XX/XX/XXXX. When this amount overdrew my checking account, I called Newrez to ask why my payment had gone up. They told me I hadn't paid my property tax to which I informed them I had, as of XX/XX/XXXXXXXX  and would gladly provide them with receipt/proof thereof. They said that wouldn't be necessary and that they would correct the matter. I also asked them to remove auto-debit of my checking account until the matter was resolved. As the company had added escrow to my account once before in XXXX and one call resolved it, I assumed the matter was resolved with my call to them in XX/XX/XXXX. However, they sent me a letter dated XX/XX/XXXXXXXX  to say they had reviewed my request to remove escrow and refused to do so " due to non-payment of property taxes. '' I called them back and contested the letter to which they responded they would submit my request again. All the while, I continue to make my usual mortgage payment of {$1500.00} each month ( XXXX & XXXX ). I received another letter dated XX/XX/XXXXXXXX  to say that my request to remove escrow from my loan had ( again ) been denied " due to non-payment of property taxes. '' I also received a letter stating that I was behind on payments. I called in regards to both letters and was told they would submit my request to remove escrow from the loan and that the late notice was for the missing escrow payments ( that I was not making ) on top of my usual mortgage payment ( which I was making, on time ). The company was holding my payments until enough of them equaled the payment+escrow payment, which was putting me 1 month behind. I asked them to provide me with some proof that I was in default of our agreement to justify them taking escrow as I had made property tax payment prior to the tax authorities designated default date. They never acknowledged this verbal request. I then sent a formal letter requesting the company reverse all escrow, late fees, interest and any other charges as well as to notify all credit bureaus of their error and to provide me with proof thereof. I sent this letter to ATTN : Tax Department, Newrez, LLC, XXXXXXXX XXXX XXXXXXXX, XXXX, SC XXXX via certified mail per the USPS. I received a letter dated XX/XX/XXXX with the same denial to reverse/remove the escrow. I also received a letter dated XX/XX/XXXX stating " The loan owner/investor has denied your request for escrow account deletion '' with no additional explanation and no reference to or proof of my being in default of any loan agreement. I called again and asked to have the escrow removed and was told I needed to contact multiple departments. I was transferred a total of 6 times only to have each individual tell me another department needed to handle the request. I continued to make my usal mortgage payment of {$1500.00} throughout. On XX/XX/XXXXXXXX  I received another letter pertaining to my request to remove escrow, this time declining to do so with " Escrow was added as a condition of a loan modification. '' No further details on the " load modification '' were provided. I called in again only to be given the same transfer run around, but no offers of solution/resolution. I then sent a second letter on XX/XX/XXXXXXXX  to Newrez, LLC, XXXX XXXX XXXX XXXX, SC XXXX via certified mail per the USPS. This letter instructed Newrez, LLC that the letter constituted a formal Notice of Error pursuant to 12 CFR 1024.35 following their inadequate response to my XX/XX/XXXX correspondence. 
Newrez, LLC Claim : Taxes not paid Actual Proof : XXXX XXXX XXXX official records show payment of {$12000.00} on XX/XX/XXXX by the borrowers. Your internal records claiming a XX/XX/XXXXXXXX  payment of {$15000.00} are demonstrably false as no such payment appears in county records. 
Specific Errors : False claim of tax delinquency Unauthorized escrow establishment Incorrect delinquency reporting to credit bureaus Failure to properly investigate documented proof Required Corrections : Remove escrow account and refund all XXXX  escrow collections Correct account status to current Provide proof of credit bureau corrections Explain discrepancy between your internal records and official county data Evidence Previously Provided : XXXX XXXX XXXX payment receipt ( XX/XX/XXXXXXXX  ) Official county payment history showing no servicer payment Newrez, LLC 's payment history showing erroneous escrow reinstatement FAILURE TO CORRECT THESE ERRORS WILL RESULT IN IMMEDIATE COMPLAINTS TO : Consumer Financial Protection Bureau Texas Attorney General Consumer Protection Division Texas Department of Savings and XXXX XXXX I confirmed today via the USPS website that this letter was delivered and accepted on XX/XX/XXXXXXXX  and I am now filing the noted complaints.

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