Consumer complaint received 2024-05-05 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
Hello. My name is XXXX XXXX. My address is XXXX XXXX XXXX, XXXXXXXX XXXX XXXX my phone number is XXXX and email address is XXXX. 

My XXXX  and I have a complaint about our mortgage company New Rez. In XX/XX/XXXX we received our Annual Escrow Account Disclosure Statement with Projections for the Upcoming Year. It showed our payment going up by over {$1000.00} from what we were paying - from {$1900.00} to {$2900.00}. This is mostly due to a shortage and estimated amount on our property taxes - our homeowners insurance went up a bit as well but it is mainly the property taxes. We were surprised by this as my husband is a XXXX veteran and property tax exempt in XXXX When we bought our house we filled out the exemption forms for the mortgage company and made sure they were not going to be collecting taxes for our escrow account. 

I called NewRez on XX/XX/XXXX and spoke to XXXX in Customer Service. She said they did not have any documentation that we were tax exempt and I should email the paperwork to them. She also told me someone would call to let us know what was happening with our account. I sent the documents that day. No call ever came. I called NewRez again on XX/XX/XXXX and spoke with XXXX. He said the paperwork had been received but it had then been sent to the wrong department and processed incorrectly. He resubmitted the mortgage adjustment request and said we would be contacted by someone shortly. Again, no one ever contacted us back. At this point I had no choice but to pay the grossly inflated mortgage payment of {$2900.00} for the month. It took all of our limited savings to pay this. 

I called NewRez back on XX/XX/XXXX and spoke with XXXX in the XXXX Department. He went through everything and let us know the Property Tax bill for XXXX ( XXXX work a year behind ) was not ready yet but we could call the Tax Assessor for XXXX XXXX and see what our exemption would be. We did that while on the phone with XXXX and he heard the assessors confirm that we were 100 % exempt from XXXX taxes. He said we should receive an adjusted payment soon. By XX/XX/XXXX we had not received any contact from NewRez so I called back and spoke with XXXX in the XXXX Department. He was still not able to give us an adjusted payment amount and told us that according to the XXXX XXXX we were only partially exempt. We were extremely frustrated and asked to speak to a XXXX. We spoke to XXXX in the XXXX Department and she could not help. She then transferred us to XXXX XXXX in Customer Service- she also could not help. We asked to be transferred to the XXXX XXXX Department and she said that is where she was sending us. She lied. We were actually transferred to a different XXXX in XXXX XXXX XXXX XXXX. Of course she was unable to help us either but she did get us to XXXX XXXX in Loss Mitigation. He said he did not want to start any file as he believed this situation would be resolved soon. As of today - XX/XX/XXXX - it is still not resolved nor have we heard anything from any department at NewRez. We have always had to initiate contact with them.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation