Consumer complaint received 2025-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Please help! 

Since XXXX, I have been trying to work with my mortgage servicing company to correct my escrow analysis that substantial increased my mortgage payment, however the information used was incorrect. 

Since XX/XX/XXXX, I have been dealing with a troubling situation where my county failed to correctly record the sale of my home which I purchased in XXXX. As a result, out of the blue I began receiving communications which I did not understand and required me to make a lot of phone calls. 

As a result, they added on past tax bills which increased my XX/XX/XXXX tax payment to {$3300.00}, the correct payment was {$2200.00} and this incorrect amount was paid from my escrow account before I could get this bill resolved with the county to have a new one issued. 

I have since worked through this unfortunate situation with the county to ensure any past tax bills are paid and my XXXX will reflect the true value of my property. In addition, I am on a payment plan for one last supplemental bill. 

Unfortunately, when my mortgage services did my XXXX escrow analysis, they computed my property taxes based the installments of {$3300.00} and {$2200.00} for a total of {$5600.00} which is not correct for the XXXX tax year. As a result, I can't afford the new payment and they are causing financial stress and mental harm, putting my home and mortgage at risk. 

I immediately contacted the county to ask for a tax bill that noted the correct taxes that I will pay for XXXX and was told the formal bill is not available until XXXX. I was able to however, get documentation from an employee from the county 's tax collector 's office who has been working with me to resolved this issue to get informal documentation noting what my taxes will be {$4700.00} for the upcoming year. 

I then submitted a detailed written request with all documentation the week of XX/XX/XXXX. The request clearly noted a request to reevaluate my escrow based on the situation and documentation. I received a generic letter dated XX/XX/XXXX noting they received my request. My goal was to resolve this issue to render the correct payment by XX/XX/XXXX. 

I waited and never received any documentation or notice that my request was reviewed and later learned it was closed. The result is that instead of addressing my request, which again was clearly detailed, the servicer went out to my county 's website and pulled the supplemental bill that I am on payment plan for and should have never been in question. 

So they pay the bill for {$1700.00}, causing more financial burden by unnecessarily increasing the deficit in my escrow. It noted this bill was paid on XX/XX/XXXX. Again, I submitted the original request the week of XX/XX/XXXX so it took all of XXXX to ignore my request and make an unauthorized payment. 

On XX/XX/XXXX, I called and talked to a representative in XXXX. I explain the entire situation which he claimed to understand and opened XXXX cases to do the following : XXXX. Request a refund of the {$1700.00} payment back from the county to correct my escrow XXXX. Request once again that the escrow department do an updated escrow analysis based on the correct tax year amount of {$4700.00} which he said should take XXXX  days. I provided the documentation that I am attaching here. 

He also noted that until this gets resolved, it is noted that XXXX payment will happen afterwards and that I would not be charged a late fee. 

I then got a letter on XX/XX/XXXX, once again ignoring the request and documentation to do an updated escrow analysis and it noted that the request is completed and there is no tax payments due. It also references the tax payments made and nothing about completing an escrow analysis. 

I then called the servicer again on XX/XX/XXXX and talked to representative in the Tax Department who seemed to understand that I need the servicer to request a refund of {$1700.00} from the county for the unauthorized tax bill paid on XX/XX/XXXX, so that I can have my escrow corrected and also continue on with my payment plan that I started. She said that she would escalate the case to get this refunded ASAP and I should get a call on Monday, XX/XX/XXXX. Due to being told one thing, but nothing actually happening, I don't have faith this will happen. 

Unfortunately, for everything I am told will happen and that the situation will be corrected, the total opposite happens and nothing has been getting resolved. I have been proactively working on this for the past month and very frustrated that the servicer is not taking the correct steps to properly resolve this.

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