Consumer complaint received 2024-03-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
I am writing to lodge a formal complaint against NewRez Mortgage for incorrectly claiming to have made a property tax payment on my behalf, subsequently charging my escrow account without justification, and failing to provide proof of payment. Below is a detailed account of the events : Initial Payment to County : On XX/XX/XXXX, I made my property 's XXXX tax payment directly to the county office, ensuring my obligations were fulfilled on time. 

Notification from Mortgage Company : In XX/XX/XXXX, I was surprised to receive a communication from NewRez, my mortgage servicing company, stating that they had also made the XXXX property tax payment for my account and had debited my escrow account for the said payment. 

Verification with County Tax Office : Concerned about this discrepancy, I immediately contacted the County Tax Office to verify the payments received. The tax office confirmed that they had only received my direct payment and had no record of any payment made by NewRez for the year in question. 

Communication with NewRez : Upon learning this, I reached out to NewRez to clarify the situation and requested the removal of the erroneous charge from my escrow account, as their claim of making a tax payment was evidently incorrect. 

Response from NewRez : Despite my explanation and the confirmation from the County Tax Office, NewRez insisted that they had made the payment. They informed me that it would take 60-90 days for any potential refund to be processed. This stance is puzzling, as the County Tax Office has clearly stated that no payment from NewRez has been received ; thus, no refund is forthcoming. Furthermore, NewRez has been unable to provide any receipt or proof of the claimed tax payment. 

This situation has placed an undue burden on me, both financially and emotionally, as it involves navigating unnecessary bureaucratic processes and facing potential financial ramifications due to NewRez 's error. The lack of evidence provided by NewRez to support their claim and their unwillingness to rectify the mistake promptly is concerning and unacceptable. Significantly, my situation is not isolated. The Tax Commissioner has reported that NewRez has committed similar errors with other customers, indicating a systemic issue within their operations. This pattern of mistakes not only highlights a lack of due diligence on NewRez 's part but also suggests a troubling disregard for the financial well-being of its customers. 

I respectfully request the CFPB 's assistance in resolving this matter. I believe that NewRez should be required to : XXXX. Immediately reverse the erroneous charge to my escrow account. 
XXXX. Provide a written apology and explanation for the error and the inconvenience caused. 
XXXX. Implement measures to prevent similar incidents from occurring in the future to other consumers. 

Thank you for your attention to this matter. I am prepared to provide any further information or documentation needed to assist in your investigation.

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