Consumer complaint received 2025-07-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Newrez took over our mortgage after we refinanced our loan in late 2024. From day 1 there has been error after error from this company and their management of our loan. The most recent issue is their breach of our contract where they neglected to pay our property taxes from our escrow account. We have not missed a single payment, nor been late. Our escrow has plenty of money to cover the taxes. Newrez just simply neglected to pay. I was sent a letter from our county indicating our late taxes ( due in XXXX, it is now late XXXX ) and that if they were not paid by XX/XX/XXXX additional penalties would be allocated to us. I call Newrez as soon as possible to get this rectified. They have no record of our taxes being due and indicate to me they have no way of obtaining this information. So I send them the letter where it takes 48 hours to make it to their team to even start looking at. So I have to call back after 48 hours to ensure they recieved the document. While uploading the document their website sends error messages continuously, so there is no way to know if the document even was sent. I call back 48 hours later, they have received this and confirm they need to pay. Do they pay immediately? Nope! They tell me it can take 30 days to " research ''. You told me you needed to pay? We do not have 30 days to figure it out. At this point max you have is 20 because it took several days to even get you on the same page. I asked if I would be called when this is completed. I was advised this was impossible but I could call back to see if its been taken care of. How does a million dollar business not have the capabilities to call me? Regardless, I need this taken care of so I set a reminder to call in the middle of the month. That time comes and I call. After hours of back and forth with countless different people and departments, I finally get confirmation that our taxes were paid. You don't even want to know how long it took to even get a receipt of this. Come a few weeks later I go to pay my mortgage and see that my escrow balance was negative. Upon my own research I see that they paid my taxes twice! Then they took another {$620.00} out of my escrow for an unknown reason! So I call back and again it is a nightmare to try and get someone on the phone who can help. I did try to use their chat service, however they could only confirm that our taxes was taken out twice. They couldn't help me to rectify this nor could give me a direct line of the department who could help me. Once I got someone who could actually give me some information they advise me this research could take 60 days to look over. This is completely unacceptable. You have confirmed you made an error. This needs to be escalated immediately. They can not promise anything, nor can ensure I will be paid back. Also that {$620.00}? It was supposed to be sent to us by check. I had to re-request this to be sent to us because it never made it to us. I did get some guy 's name to " follow up '' with me about the status of our refund, but that only happened once. I also thought you didn't have working phones that called out? Did you just now discover this technology? Or have I just been lied to? Today I recieved a call from their compliance department to tell me the exact same thing that I've been told over and over. This time, they confirmed they have my money!! But they won't post it to my account. They are trying to " escalate '' this but again, can provide no details. If you have my money, allocate it correctly. Why did you call me just to keep rubbing in my face that you want to withhold my money? Why do I have to keep you compliant? Why am I in charge of Newrez 's mistakes?

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