Consumer complaint received 2024-06-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: UT

Complaint narrative:
The only item that is escrowed on my loan is taxes and it has been that way for 11 years. 

In XXXXXX/XX/XXXXXXXX I updated my insurance policy to a new provider and submitted it through the designated third-party portal. I later learned that Newrez never received the update for my policy that I had already paid in full in XXXX of this year. Because the third party did not properly communicate my updated policy information, Newrez placed a lender policy on the account. I had called in to resolve this a couple of months ago, and was told the issue had been resolved, but then I received an updated escrow statement in XXXX with an additional {$71.00} added to my monthly payment. I called in on XX/XX/XXXX to address this and was informed by XXXX XXXX that Newrez made a payment to my insurance company in XXXX ( even though my policy was already paid in full ) and that I had to reach out to my insurance and have them refund me directly. After tracking down and getting my funds that I paid in XXXX, XXXX advised me to make a one-time escrow-only payment of {$730.00} in order to settle the balance so my monthly payment did not increase, which I did on XX/XX/XXXX. She informed me that she would re-run an escrow analysis to keep my payment from drastically increasing. She also committed that within 10 days she would reach back out to confirm this had been completed and my issue resolved. I never heard from her, but I did submit a request through the Newrez dashboard ( to avoid lengthy hold times as this issue already cost me XXXX hours of my time with no resolution ) which I also never received a response to. 

Fast forward to this week, I received another confirmation that my monthly payment has gone up, even though I made the {$730.00} payment already. I called back into the Newrez customer service department and requested to speak with a manager and was routed to XXXX XXXX XXXX who I dont believe is actually a manager or even a Newrez employee ) who advised me that no new escrow analysis had been run and the only way to do it would be to mail in a formal written request to have my insurance taken out of escrow and only then would they run a new escrow analysis. I was also informed that it would not be possible to resolve this issue before my next auto-draft takes place on XX/XX/XXXX with the new increased amount. 

Not only have I now spent over XXXX hours on the phone working to resolve an issue caused by XXXX poor system communications, but now this is costing me hundreds of dollars, over $ XXXX that I have had to front to Newrez in the interim. Not even counting the accounting nightmare this is causing me which will have further financial impact come time for taxes through my accountant who charges me $ XXXX. 

I also attempted to contact XXXX XXXX, the XXXX of XXXX XXXX regarding my concerns, and to file an official complaint, but have not received any response. 

I have already attempted to file a complaint against XXXX XXXX, whose direction and lack of follow-through have now ballooned this issue to a more expensive XXXX me. I requested that XXXX file a complaint for me, but have no confidence that anything has been done. I feel out of options because I can not even choose who services my loan, otherwise I would be taking this business elsewhere. I have an XXXX XXXX XXXX and never missed a payment, and feel trapped by the poor service of Newrez and don't know what to do to address this.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation