Consumer complaint received 2024-10-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
INCORRECT ESCROW ANALYSIS AND IMPROPER MORTGAGE PAYMENT ADJUSTMENTS BY NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING **Complaint : ** I am formally submitting this complaint regarding the mishandling of my mortgage and escrow analysis by my mortgage servicer, NewRez/Shellpoint XXXX Due to an incorrect escrow calculation, my mortgage payment was DOUBLED without any justification or valid reasoning. Despite my numerous attempts to resolve this issue directly with NewRez/Shellpoint , they have failed to correct the error, resulting in incorrect amounts being deducted from my bank account. 

Here is a detailed timeline of events : 1. **Transfer to New Servicer** on XX/XX/2024 NewRez/Shellpoint assumed my mortgage from XXXXXXXX XXXX XXXX 

2. **Escrow Analysis Error** : In XXXXXXXX XXXX  NewRez/Shellpoint conducted an escrow analysis, resulting in a significant and incorrect increase in my mortgage payment. 

3. **Contact with Customer Service** : Since XX/XX/2024, I have made at least XXXX different attempts ( both verbal and written ) to resolve the issue with NewRez/Shellpoint through their customer service channels. Every time, I have been met with excuses, vague explanations, or promises of a future resolution that have not materialized. 

4. **Incorrect Payment Deductions** : Despite my numerous attempts to rectify the situation, NewRez/Shellpoint has not only failed to correct my escrow and payment amounts, but on XX/XX/2024 ; began deducting the incorrect, XXXX % inflated mortgage payment from my bank account. 

4. **No Resolution** : I have repeatedly requested that NewRez/Shellpoint correct the escrow analysis and allow me to pay the accurate mortgage payment amount, but no action has been taken on their part. I have removed my payment information from their system in order to prevent further unauthorized or incorrect withdrawals, and I am currently unable to pay the correct amount for my mortgage. 

The continued mishandling of my account by NewRez/Shellpoint has placed undue financial strain on me, and I am unable to make proper payments while this issue remains unresolved. 

This situation is unacceptable, and I am requesting immediate intervention by the CFPB to ensure the following : 1. **Correct the escrow analysis** and adjust my mortgage payment to the accurate amount based on the corrected analysis. 

2. **Refund any overpayments** made due to the incorrect mortgage amount deducted from my bank account. 

3. **Acknowledge my formal complaint** and provide a timeline for resolution within a reasonable time frame.

4. **Refrain from any Credit Reporting practices** regarding my payments as I am unable to make proper payments due entirely to NewRez/Shellpoints mishandling of my account. 

5. **Transfer my loan** to another servicer who is competent enough to responsibly handle mortgage servicing operations. 

I request that the CFPB investigate this matter and hold NewRez/Shellpoint accountable for their improper handling of my mortgage account. 

Thank you for your assistance in this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation