Consumer complaint received 2024-12-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
( XXXX ) initial request to mortgage Co., XXXX XXXX XXXX to remove the taxes from escrow account, I wish to pay the property taxes myself at the end of the year ; Rep. advised and I did submit request through online account. 

( XXXX ) speaking with Ins. Dept. Rep. XXXX & Rep. XXXX regarding the XXXX XXXX, it was deemed unnecessary and a request was submitted to remove from escrow account. 

( XXXX ) XXXX XXXX advised request to remove taxes was denied and a letter was mailed ( I never received ), account info stated taxes were unpaid or delinquent, but did not include tax year or amount ( s ). ; I asked for the info to substantiate this but Rep. could not provide ( info not on-file ) which is odd because this info was supposedly used as the basis of their denial to my request. Rep. has submitted an expedite notice on the account. 

( XXXX ) contacted XXXX. and obtained tax receipts from Deputy Tax Collector ( XXXX ) XXXX XXXX advised a new escrow analysis is being run and submitted an expedite notice on the account. I again asked for info based on letter of denial but Rep. could not provide ( info not on-file ). 

( XXXX ) XXXX XXXX advised escrow analysis XXXX # XXXX ) not complete and has submitted another expedite notice on the account. 

( XXXX ) XXXX XXXX could not find record of escrow analysis ( # XXXX ) but provided info on new escrow analysis ( # XXXX ) and tax analysis ( # XXXX ) and advised to check back by ( XXXX ) for resolution ; also stated that account was updated and taxes reported unpaid in XXXX which was false - receipt obtained, taxes paid by prior mortgage Co. ; I spoke to a Team Lead in Customer Service and filed customer complaint ( # XXXX XXXX. 

( XXXX ) uploaded documents online through customer portal and faxed tax receipts to mortgage company, which dispute their letter of denial to my request to remove taxes from escrow account. 

( XXXX ) XXXX XXXX acknowledged they have received documents submitted online and via fax transmittal, and advised to check back in a couple weeks for resolution. 

( XXXX ) XXXX XXXX advised no further info available regarding escrow analysis ( # XXXX ) and tax analysis ( # XXXX ) and advised to check back next month for resolution. 

( XXXX ) XXXX XXXX advised escrow analysis XXXX # XXXX ) was closed and a new analysis was pending, and there was no resolution on tax analysis ( # XXXX ), and further stated, when asked, that mortgage Co. is scheduled to pay property taxes this month. In a manner of disbelief, I expressed to Rep. that my initial call in XXXX was to request just the exact opposite! 

( XXXX ). emailed received and confirmed by XXXX, mortgage company has submitted payment of property taxes. 


This log does not include the complete list of calls I have made to my mortgage company, since my initial call ( XXXX ) to request the taxes be removed from escrow account. But as I have noted, that request has gone unfulfilled!

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