Consumer complaint received 2024-11-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: MN

Complaint narrative:
Hello, I am a XXXX veteran and my wife and I originally had out home loan through XXXX XXXX. In less than 2 months we were notified out of the blue that NewRez would be taking over our home loan which we did not want because my wife and I never heard of them and they had REALLY bad reviews on XXXX but we did not have a choice. I now see why!! I am a XXXX & XXXX veteran so I receive a discounted rate on property taxes through the state of MN due to me being XXXX. I went though my county assessors when buying the house and they reviewed my XXXX paperwork and changed the amount I should be paying to escrow each month. 

After they reviewed everything they sent all the required documentation over to NewRez to change the monthly property tax amount/escrow I should be paying since its built in. I noticed after almost a year nothing changed so I reached out to my assessors office and informed them nothing has changed and they then tall me they never got a response which has never happened before .... of course my luck! 

They instructed me to try and get a hold of NewRez and inquire on what's going on and why they haven't changed my rate or reimbursed me. This whole process took multiple months, I called multiple times but they have such long wait times through customer service and no callback which made it difficult a even get a hold of someone cause waiting over an hour on the phone is ridiculous. I could go on and on about that whole process in itself. 

But after a year I finally got the monthly rate/escrow changed even though it was an absolute headache but I was happy it got done and changed. I then told them that I have been over paying them by {$400.00} a month for now like 15 months and that needs to be reimbursed to me since I should never have been paying that in the first place. 

I showed all the proof and dates of receipts and they told me they would start a claim for the reimbursement part of it. Well we are now at another over XXXX months since then and XXXX claims later and not one response/call back or email. 

When I call I and actually get a hold of someone the service representative has no idea how the veteran/escrow process works and just state they are going to notate the account and that they can not put me in hold with someone from that dept. I tell them no I need to speak to someone but in the end they just start a claim with the escrow department. 

This has been an absolute nightmare and after talking to my other XXXX vet buddies I am completely alone and they have never had an issue with this before. They are the worst company I have ever dealt with and are so disorganized on so many different levels. I have now filed complaints with XXXX  and other sources and was informed to make a claim on this site. 

I really need a third party to help me out because I am unprepared on how to go about this since it is my first mortgage and this feels extremely illegal. I dont want to go the lawyer route since then I will just pay lawyer fees and loose money in the end. 

Thank you so much for reading this! I am so thankful for your time!

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