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: AZ

Complaint narrative:
XX/XX/year> Updated XX/XX/year> NewRez, LLC XXXX XXXX XXXX XXXX, SC XXXX Loan # XXXX To Whom It May Concern : We closed on our mortgage with XXXXXXXX XXXX on XX/XX/year> which was transferred to XXXXXXXX XXXX XXXX XXXX XXXX ; loan XXXX ) as of XX/XX/year> ( official date was to be XX/XX/year> ). It was then bought by NewRez, LLC but we had actually paid off the loan on XX/XX/year>. 

We contacted XXXXXXXX XXXX XXXXXXXX who was the servicer for XXXX and were told the loan had already been transferred to NewRez. We have contacted NewRez, LLC by phone numerous times regarding both our loan overpayment and escrow refund ( loan # XXXX ). Each time we were told something different from all the various customer service representatives. Sometimes they noted that a supervisor would investigate our issues and call back, but no one returned our calls except at XXXX ( MST ) on XX/XX/year>. They called on my wife 's phone but left no message or callback number. When I called back again that day, I was informed from XXXX XXXX XXXX XXXX XXXX XXXX  that I would need to file a complaint through a letter that must be FAXED to XXXX ( no email address ). Several weeks ago, they sent a correspondence ( XX/XX/year> ) indicating that they had received our information, would be checking into it and getting back to us within the allotted time frame. We have not heard anything back from them as of XX/XX/year>. 

We received a check of {$89.00} which was stated to be our escrow refund but we did not cash based upon the incorrect amout. However, our records indicate that the escrow amount was {$150.00} per MONTH with no monies paid out of this account since our loan was finalized as of XX/XX/year>. Per the information as outlined from the attached XXXX correspondence, the escrow amount to be returned should be {$630.00}. Additionally, it has been almost six months since the loan was paid off by XX/XX/year>, with the XXXX correspondence stating the payoff date as of XX/XX/year> of {$200000.00}, so we should also be receiving a refund of the loan overpayment of {$500.00} ( again per the XXXX correspondence ). 

Please note that we will also be sending this as a complaint to CFPB as these payments are past the time period required under federal law. Please contact us regarding these refunds that are due back to us so we can receive our correct escrow & overpayment in a timely manner with appropriate interest. Based upon our research, it appears that Newrez/Shellpoint has a track record of non-compliance with federal law especially in the areas of mortgage escrow and payments. We believe that both civil and criminal complaints should be filed as it appears that they have caused harm to numerous clients. Thank you. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXXXXXX, AZ XXXX XXXX ; XXXX ; XXXX ; XXXX

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