Consumer complaint received 2025-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: IN

Complaint narrative:
When NewRez purchased my home mortgage loan my payment was approximately {$1400.00}. I tried to set up an online account but the website wasnt working. 

Roughly 1 year later I was informed that the taxes on the home were more than expected resulting in an escrow defecit and I needed to pay nearly {$2700.00} within a month to avoid my bill going up to {$1700.00} per month. I squirreled away and managed to make the payment in full. I then received a notice that my bill was going to be {$1700.00} and I called the company which claimed they never received my escrow payment. After much hemming and hawing a nice customer service rep on the phone found that the escrow payment had been applied to my mortgage payment instead paying multiple months in advance. She said she was able to reverse it and get the money transferred to the correct place. To cover the adjusted taxes my new payment would be {$1500.00} going forward in 2025 to prevent any deficit from reoccurring. I made automatic payments of the {$1500.00} in XXXX, XXXX, XXXX, and XXXX. 

Tonight I had a missed call from NewRez. I called them back and the automated service said I hadnt paid my mortgage since XXXX. When I finally got a live associate, he said that the system was messed up and that the payments had been received, but I was short because I was paying {$1500.00} when my mortgage was {$1600.00}. I told him this was not correct since I had paid off the entire escrow deficit my payment was {$1500.00}. He said the escrow amount hadnt been paid, that the amount I sent in had been applied to principal and asked if I paid my loan principal. I told him I paid the regular principal and interest every month and then had made a one time payment on the escrow balance. He told me that information wasnt helpful and when I tried to explain he said that wasnt the information I asked for but I can figure it out. He ended up saying he would have the funds moved to the escrow account by tomorrow but that my payment was still {$1600.00} as it had increased due to taxes. I told him it already had increased, and my loan payment had gone up approximately {$150.00} for that exact reason. He told me the previous lady must have made a mistake and the new amount is the {$1600.00} so I owe {$100.00} on the last several payments. I told him I would need this in writing before paying because it should not have increased twice in just 4 months. He said I would receive paperwork to my email within 10 minutes. I verified my email address. It has now been close to half an hour and I still havent received anything though I checked all the folders. My property tax did go up so that much is true but it should not have gone up twice in such a short period. Regardless of which amount is correct there needs to be better communication and transparency. There also needs to be a much better process for processing payments to ensure money goes to the right place. I am extremely frustrated and feel like I have no idea when they will randomly tell me I owe them hundreds or thousands of dollars more. I also feel like the customer service on this second call was horrible.

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