Consumer complaint received 2021-05-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: OR

Complaint narrative:
I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021. 

XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved. 

On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error. 

I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request. 

I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make. 

I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error. 

Thank you, XXXX I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021. 

XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved. 

On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error. 

I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request. 

I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make. 

I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error. 

Thank you, XXXX

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation