Consumer complaint received 2020-03-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Updating an existing complaint is not possible, so I am submitting a new complaint. My attempts to get my mismanaged account correct have resulted in no solution that does not cost me money. 

I have submitted the following email to the company as a follow-up to the multiple requests made of them starting on XX/XX/XXXX. 

Email to XXXX follows : Since this email, I have received 2 mail pieces from USPS. The first one, dated XX/XX/XXXX, asks that due to the complex nature of the matter, NewRez would like additional time to respond. The second, dated XX/XX/XXXX, says, " Upon review, NewRez has requested the appropriate department process an updated Escrow Analysis and to pay the delinquent taxes with penalties included to XXXX County. Once completed, we will mail you a copy of the Analysis ' findings along with a check for any calculated surplus over {$50.00} ( as long as the loan remains current ). 

In neither of these mailings does NewRez provide a timeline for reparations. The finding on the letter of XX/XX/XXXX is incorrect in that the delinquent taxes have already been paid out of my escrow account, again way too late, and with penalties already attached. 

With your assumption of the processing of this account in XX/XX/XXXX, and the tax bill coming from XXXX County in plenty of time for you to have processed the billing correctly, your mishandling of this account has resulted in escrow increases of over {$500.00} from the XX/XX/XXXX payment to the XX/XX/XXXX payment. I have included a spreadsheet with the payment activities since you got the loan. 

Stmt Date Due Date Amt Due Tot pmt P & I Escrow EscrowBal XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Tax Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Addl Hazard Ins Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Tax Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Any increases in my monthly payment that were necessary should have been detected back in XX/XX/XXXX, and leveled over the remaining 12 months before the next tax bill was due. Instead, with your mishandling, you have increased my payment from {$2700.00} to {$3200.00}, an increase of {$510.00}. 

In addition, your error caused you to not issue payments for my XX/XX/XXXX taxes in XX/XX/XXXX, and therefor causing me to not get benefit of those tax payments on my XX/XX/XXXX Federal Income Tax Return. This is a huge burden for me. Assuming a 30 % tax rate, the {$4200.00} that was not paid in XX/XX/XXXX has cost me approximately {$1200.00} on tax return. I would like to be compensated for that.

I have yet to get any timeline for rectifying this issue, and no clear direction as to what you think is the correct solution.

I respectfully request that I be contacted directly by phone from someone in the Compliance department ( from which the second letter came ) to confirm the go-forward plan. 

XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation