Consumer complaint received 2022-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
On XX/XX/XXXX I opened a late property tax notice from the XXXX XXXX XXXX XXXX. This is the first notice that I received showing that Newrez/Shellpoint had failed to pay my XXXX real estate taxes on XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX 

These taxes were due on XX/XX/XXXX and past due on XX/XX/XXXX. After calling Newrez/Shellpoint, I learned I received a check dated XX/XX/XXXX without any explanation what the check was for and well after the date taxes were due. Newrez sends many marketing notices to my home trying to get me to refinance my loan so I seldom open these documents. This communication looked just like the marketing notice. Newrez also send a second document, that once they depleted the escrow account by sending me a check, that my monthly escrow amount was re-evaluated and would increase. 

We have faithfully and timely made escrow payments to Newrez since they took over my loan in XXXX for these taxes. There was sufficient funds in the escrow to pay the taxes before XX/XX/XXXX. At no time did they communicate with me that they did not plan to pay my taxes from the escrow account. 

The tax bill included a late fee of {$6400.00} that I do not think I should be responsible, because of Newrez 's lack of execution and notification. I further do not understand what confidence I should have that Newrez will pay taxes to XXXX XXXX XXXX XXXX in XXXX Tax Year and why I have to pay escrow to Newrez and then turn around and make direct tax payments to XXXX XXXX. 

Upon talking to Newrez representatives, it was made clear to me that you could not pay these taxes until sometime in XXXX. Additional fees would have been accrued if these taxes were not paid before XX/XX/XXXX. So I paid these taxes via my debit card, incurring an additional {$4.00} expense. Had I used my credit card or waited for Newrez to pay the taxes ( the money was still in the escrow account since I had not cashed the escrow check received from Newrez ) there would have been a 2.5 % charge or {$60.00}. 

I have requested Newrez review this situation and determine what caused their lack of execution and why they thought it was satisfactory to return my escrow to me late and without any explanation. Further I request Newrez credit my escrow account the sums of {$64.00} for late fees and {$60.00} for charge card fees. This totals {$120.00}. 

I sent Newrez the late notice from XXXX XXXX, the fee options from the XXXX XXXX Website and the proof of payment by XX/XX/XXXX. 

I have reached out to Newrez on numerous occasions by phone and by email and can provide email dates if needed. I have sent emails to the contact I worked with on XX/XX/XXXX -- XXXX Having not received a response from this representative I searched Newrez 's website trying to find a contact with more authority than I believed XXXX XXXX had. Failing to find that contact, I went to XXXX and found XXXX XXXX who was the Chief Servicing Officer for Shellpoint through XX/XX/XXXX. 

To date I have not received any formal answers to my requests as follows : 1. Why was my tax payment missed?

2. What corrective action are you taking so future payments will not be missed?

3. What costs that were incurred by your lack of action will be paid?

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with monetary relief