Consumer complaint received 2024-12-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
Newrez LLC bought the mortgage on my home in XX/XX/year>. At the time the mortgage was bought by Newrez LLC, one of the two property tax installments had been paid. The second installment was due on XX/XX/year>. Newrez LLC maintains an escrow account for my mortgage and I have been on time with every single payment. 

On XX/XX/year>, I received a " Notice Before Tax Sale '' letter in the mail from my county 's assessor that indicated that the XX/XX/year> tax installment had not been paid, that the late payment deadline was XX/XX/year>, and that if not payment was received by that date, then the taxes would be sold.

As soon as I received the Notice, I called Newrez LLC to discuss the issue. I also sent a message to Newrez LLC through their online portal advising of the issue and attaching a copy of the Notice that I received from the County. 

On XX/XX/year>, Newrez LLC disbursed the second installment of property taxes from my escrow account with the following description : Tax Bill 2 Disbursement. As the final due date was XX/XX/year>, I incorrectly assumed that the taxes had been paid and the issue resolved.

On the morning of XX/XX/year>, I checked the online portal for the tax assessor. The website indicated that the second installment of my real estate taxes had been sold and that the taxes had not been paid.

I called the Newrez LLC service line and was connected to someone in the property tax department. That individual advised that the taxes had been paid and that there was an issue on the County side. I received an ACH transfer number and wire number for the late penalty. I called the County treasurer 's office and was told that no payment had been received and that Newrez LLC likely sent the payment to a third party processor who did not send the payment. I do not know why Newrez LLC did not just send the payment directly to the County to ensure the taxes were paid on time.

I called Newrez LLC back and explained the issue. I was
assured that the issue was " escalated '' and that I would receive a response within 3 business days, or by XX/XX/year>. I have not heard a sound from Newrez LLC about this issue. 

On XX/XX/year>, Newrez LLC made a second disbursement from my escrow account with the following description : Tax Bill 2 Disbursement. The County website indicates that the tax sale has been redeemed ; however, there have been 2 disbursements from my escrow account for the same payment and nothing has been refunded. As a result, my escrow account is short by more than {$5000.00}. 

On XX/XX/year>, I mailed Newrez LLC a Notice of Error identifying the issues that have taken place, the double payment from my escrow account, and all necessary identification information about my account. I requested an explanation for what happened, as I will face trouble in the future refinancing the mortgage because of the tax sale, and requested that my escrow be refunded for the extra payment that had been made.

I have not heard anything from Newrez LLC regarding my Notice of Error. As of today, XX/XX/year>, my escrow account is still short more than {$5000.00} due to the double payment.

I did not choose Newrez LLC to service my mortgage. The lack of communication and unwillingness of the company to address simple issues that I have brought to their attention at every opportunity is not fair. My taxes never should have been sold and I am worried about the effect that the tax sale will have in the future. I have followed the rules, sent the Notice of Error to the address indicated on their website and tried repeatedly to address these issues. Unfortunately, I have been ignored and there has been XXXX communication from the company.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation