Consumer complaint received 2021-06-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
XX/XX/XXXX NewRez LLC ATTN : Customer Service XXXX XXXX XXXX XXXX, SC XXXX RE : Loan Number XXXX Borrower : XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, MD XXXX Customer Service : I have made four telephone calls to your office since XX/XX/XXXX to try to resolve an error on your part regarding my taxes escrow and monthly payment. I believe this has been more than enough time for you to fix the errors that each customer service representative acknowledged was an error on our part. 

When I received my statement dated XX/XX/XXXX, I noticed that my normal payment of {$1400.00} had increased to {$1900.00}. I had not received any notifications as to the reason, and due to the payment being due and assuming it may have been an escrow adjustment, I paid the {$1900.00} on XX/XX/XXXX. 

When I received my statement dated XX/XX/XXXX, I then saw that my payment was again {$1900.00}, which made no sense as my home insurance had not gone up and there had not been a new tax bill sent out for the coming year. I called your recorded Customer Service line on XX/XX/XXXX, and after a lengthy call, I was told that due to a computer error, I was being double charged for my real estate taxes. I was told that a new escrow analysis would be ordered to correct the problem. When I eventually received the new analysis dated XX/XX/XXXX, it knocked my payment down to {$1900.00} but did not solve the problem of being double charged for taxes for escrow. 

I called the recorded Customer Service line again on XX/XX/XXXX and talked to XXXX. She also acknowledged that I was being charged double for my real estate taxes and she sent an internal email to RUSH a fix for this. She also acknowledged that a request had been sent earlier that month. XXXX advised me to check on the following Wednesday ( XX/XX/XXXX ) to verify that the issue had been taken care of prior to making my payment. 

On XX/XX/XXXX, I again called the recorded Customer Service line and spoke to XXXX. She acknowledged that there was still no changed in the computer regarding my escrow issue. She advised that she would take my payment over the phone in the amount of my previous payment amount before the computer mistake. I paid {$1500.00} on XX/XX/XXXX, confirmation # XXXX. After asking if I would get banged for not paying the incorrect amount of {$1900.00}, she assured me that there would not be a penalty as the mistake was the fault of XXXX. 

I received an Escrow analysis statement dated XX/XX/XXXX showing that my payment effective XX/XX/XXXX would now be {$1.00}, XXXX and I had a surplus escrow balance of {$1800.00}. I thought that matter had been taken care of. 

Well, I received my XX/XX/XXXX statement dated XX/XX/XXXX and to my surprise, it showed : XX/XX/XXXX Partial Payment UNAPPLIED {$1500.00} XX/XX/XXXX Surplus disbursement {$1800.00} XX/XX/XXXX Late Charge Assessed ( full Payment not received by XX/XX/XXXX ) {$48.00} Then when I called, it shows my last payment was XX/XX/XXXX and makes it seem that I did not pay my mortgage on time, which I did on XX/XX/XXXX at the request of your customer service representative assuring me that I would not be penalized. 

Im sorry but this is completely unacceptable! How can I be penalized for a mistake made by NEWREZ, a mistake that three customer service representatives acknowledged was not my fault? Every payment I made was made per the direction of NewRez Customer Representative since 5 I also made all my payments on time as required. 

I called again XX/XX/XXXX, XXXX XXXX couldnt hear me and hung up after putting me on hold. Second guy, very nice, addressed the issue and at least trying to help. He sees that I was told to pay the original amount in XXXX, and said that info was wrong, but agrees that I did what I was told to do by NEWREZs representative. He understands my concern regarding my credit report could show I was late when I wasnt. He was helpful and nice, even though his hands are tied.. I did end up paying the late overdue false escrow due of {$410.00} even though I have an escrow surplus already of {$1800.00} which was SUPPOSEDLY mailed to me on XX/XX/XXXX but I have never received ( So I pay {$410.00} that they hold for free and then send back to me.why???? ) He also said that I should have received an escrow analysis in XX/XX/XXXX ( which I never received ), which would have shown that my payments were jumping {$500.00} per month for a mistake NEWREZ made charging me for my annual tax bill two times. 

At this point, I want : -- Any reference to my being late paying my XXXX payment in Credit Bureau Reportings because I did make my payment per Customer Service Representative Ariels direction on XX/XX/XXXX. 
-- Remove late charge from XX/XX/XXXX as payment was made XX/XX/XXXX per XXXX. 
-- Letter to me confirming receipt and addressing of my concerns. 

I hope to hear from you as this has been extremely frustrating and should not have taken months to fix. 

Sincerely ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXX XXXX cc : Consumer Financial Protection Bureau

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation