Consumer complaint received 2020-08-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: ID

Complaint narrative:
Property address : XXXX XXXX XXXX XXXX XXXX, ID XXXX. 
Loan number : XXXX. 
Payoff Agreement : XX/XX/XXXX. Payoff date : XXXX XXXX My brother is a XXXX veteran on XXXX  XXXX  XXXX ... ..meaning he can not work. So I've been making his mortgage payments last few years. NewRez/Shellpoint bought my brother 's mortgage when XXXX went under starting XX/XX/XXXX. 
Immediate problems with my making payments over the phone -- -so much so that it took until late XXXX for NewRez/Shellpoint to be able to send CORRECT figures for XXXX payments! I paid {$1200.00} XX/XX/XXXX ( check # XXXX -- XXXX XXXX  ) By now, XXXX  stated escrow reserves too low -- -and raised payments starting in XXXX from {$400.00} to {$500.00} a month! Yet the actual escrow figures they furnished me after payoff showed POSITIVE escrow balance of {$830.00}. ( which is legally my brother 's and was agreed by NewRez to return funds within 2-3 weeks after my final payoff payment cleared. 
In fact, according to numerous statements sent to me by NewRez ... .the escrow amounts vary from {$530.00} ... to {$660.00} ... to {$730.00}. All their statements show " no escrow payments made XXXX escrow ONLY to be used for local property taxes or insurance ) during XX/XX/XXXX through payoff date XX/XX/XXXX. 
So escrow reserves are my brother 's -- -to be refunded ASAP -- agreed by NewRez/Shellpoint. I will attach numerous statements and time lines. Not only did it take over a month ... .but the amount was only {$280.00} ... .and they ILLEGALLY took {$15.00} more out of my checking account ten was agreed IN WRITING! 
FRAUD? 
Sounds like it to me! 
Months passed ... I have phone records of numerous calls to numerous employees with time and contact numbers ... .which will be attached. Several of the " ever-changing '' reasoning NewRez/Shellpoint illegally withholding balance of my escrow account follows : 1. Misplaced my ACH payment ( hard to blame anyone else -- -they TOOK it out of my checking account! ) 2. Payment WRONGLY applied only to principal ( again, I only allowed them to remove THEIR AGREED ON final payoff amount ) 3. The funds were withheld for " mortgage servicing '' ( tremendously egregious due to TWO IMPORTANT FACTS : Their DETAILED BREAKDOWN OF PAYOFF did " NOT '' include any " mortgage servicing fees '' ... .and my brother 's mortgage agreement with XXXX ( whose terms MUST be adhered to ) did NOT include said " mortgage servicing fees '' upon payoff. I've spent over 200 hours dealing with NewRez in attempting to receive the TRUE TOTAL escrow reserves. I have accounts of numerous conversations and " hollow promises '' from NewRez employees to remedy problem. 
NONE HAVE. 
NewRezLLC/Shellpoint Mortgage Service ILLEGALLY withdrew EXTRA money from my checking account. NewRez illegally withheld most of my brother 's accrued escrow reve funds -- -I have escrow analysis in hand. 
I have filed XXXX  complaint ; had my bank investigate " illegal '' wrong amount withdrawn from my account ( NewRez/Shellpoint simply WRONGLY told my bank they refunded this amount within escrow refund check of XX/XX/XXXX -- -yet check endorsement clearly states only " ESCROW REFUND '' ). I'll include copies. 
I've been lied to ... .hung up on ( numerous times ) ... had my calls transferred so many times the calls get disconnected ... .and both my brother and I have been cheated and stolen from. Upon many hours of fact-finding discovery, I find an alarming pattern quite similar in NewRez/Shellpoint dealings with many other customers/clients. Both subsidies have extensive histories of complaints with XXXX   and local state agencies. 
PLEASE HELP GET MY BROTHER 'S FUNDS REFUNDED TO HIM. And PLEASE INSTITUTE A DEGREE OF TRUTH AND PROFESSIONALISM in the horrible customer service/book keeping that both NewRez and Shellpoint operate by. 
Thank You

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