Consumer complaint received 2025-06-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: WY

Complaint narrative:
mpliance Failure on Behalf of Newrez : On XX/XX/XXXX it came to my attention by fate. Checking my county websites XXXX tax assessment it was brought to my attention on my tax details that our status was delinquent. It was terrifying to think how easily this slipped under the radar and could have continue if I hadnt catch it. The fact that this wen unnoticed until now, especially when we are paying the mortgage on time and expect the Newrez to handle the taxes, just makes it more concerning. 
On XX/XX/XXXX, my first phone call to Newrez was made. I spoke with XXXX XXXX. It was even more upsetting that she did not validate my concerns, questions my knowledge, and took no accountability that NewRez had made this mistake. Her customer service was so dismissive, for an alarming matter that affects our livelihood. Once I was able to explain that the error was a mis entered tax date on before of Newrez. XXXX XXXX XXXX and responses still remained unprofessional. In an already stressful situation as a customer, this should have be a serious concern and not taken lightly. She made a remark that this has not happen ever and that I was the first, as to make a light joke. She placed me on hold, and came back letting me know a payment would be made and it would take up to 9 days from today XX/XX/XXXX to XXXX XXXX. At the end of our conversation she had the odyssey to ask If we were planning on purchasing or selling a home in the next six months. Question this statement with fear of having this payment reflect on our credit, asked her what for. She stated, we offer {$1000.00} bonus if we were to do so. At this point I made it clear that this situation has left me feeling very betrayed and I would be researching other mortgage companies. I did submit two separate tickets in Newrez with this situation, and once I read that it could take up to 30 days for a response, it was better I called.

Continuing the legwork to ensure everything was correct and I was on good standing with the county I contacted that to let them know a check would be mailed to them. The treasure let me know that a {$160.00} fee for late payment was attached and additional fees would be added every day until the balance was paid, just added an extra stressor. I followed back up with a phone call to NewRez and expressed more concern that they didnt offer any details about this or take responsibility for the oversight is a huge gap in their service. The gentleman I spoke with was very polite after I told him to read the case notes, at first, he asked me, while did you pay you taxes? Like this was my ill doing. After, he reading the situation he did give me some relief that Newrez would take care of this and the added fees. This representative, handled it in what seemed to be in positive step in resolving things. Its unfortunate that the initial response came off as blaming you, but once he understood the situation, he took ownership of the issue and provided a solution.

The whole point of having a mortgage company manage your property taxes is so that you dont have to worry about the risk of missing payments or having your taxes go delinquent. Its supposed to be a service provided to keep everything in order. However, to allow our property taxes to slip into delinquency status without taking proper responsibility and worse, not even informing you about this error is and has been a huge breach of trust. That lack of accountability feels incredibly frustrating, especially since we are very diligent in making sure our monthly payments are on time.

I ask for a guarantee that, Newrez, take full responsibility for any fees, interest, or penalties associated with their mistake.

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