Consumer complaint received 2025-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
This is a continued issue, though the CFPB closed the case ( # XXXX ), the battle continues. 

Plain and simple -- I have a fixed ( XXXX XXXX ) XXXX XXXX mortgage that had a payment of {$1000.00} up until NewRez messed up my mortgage by reinstating PMI payments. They did this in XXXX of XXXX despite the fact that the PMI was cancelled in XXXX of XXXX. This created a " Back '' payment of the PMI premiums and additional being charged monthly until I caught it when my payment jumped to almost {$1300.00}. Immediately, in XXXX, I called and we were able to figure out what happened. 

Since XXXX I have spent countless hours trying to get this rectified and to no avail. Eventually I filed the a complaint with CFPB ( case # XXXX ) and this has resulted in nothing. I have continued calling NewRez and am now running out of patience with their lack of willingness to resolve the issue. I finally received a check for most, not all, most of the PMI charges and I promptly got on the phone with NewRez and had the CS person figure out what I needed to pay to get this back on track, which was {$960.00} paid on XX/XX/XXXX. I paid this via a phone payment with the CS rep and was assured that they would do a new ESCROW Assessment which should result in the payment coming down.... hasn't happened, so, I called AGAIN.... ( Yes, the {$960.00} shows to have been w/drawn from my checking account. 

SAGA CONTINUES : First, I spoke to a lady a XXXX  or XXXX ago about the issue and she was going to request another ESCROW Assessment because the last one was still dated in XX/XX/XXXX PRIOR to the {$960.00} payment to the ESCROW account. She was also going to file a complaint -- to date I have NOT received any response to my problem. 

XXXX XXXX I called and spoke to XXXX and he was not only rude and demeaning, but, he wouldn't listen and then got mad and told me I needed for him to explain what has happened. He told me that the latest assessment, done in XX/XX/XXXX, shows all I need to know. I kept trying to get him to understand that a NEW ONE NEEDS TO BE DONE AFTER THE {$960.00} payment was made -- this is what I was promised. After arguing with me, I finally hung up on him -- it wasn't going nowhere. 

Now, XXXX XXXX, we are forced, once again, to make a payment that is over {$130.00} more than what it should be because this company WILL NOT DO WHAT THEY SAY THAT THEY WILL DO. 

I would LOVE to get another mortgage company but I can not afford to give up a XXXX XXXX interest on a XXXX XXXXr fixed loan in todays market. I would also love to just pay the {$1000.00} payment ( that it should be -- actually, should be less as I changed my house insurance to a lower premium and my taxes have recently gone down ). However, if I don't pay the full $ XXXX dollars, they will report me to the credit bureaus and I will end up losing my XXXX XXXX XXXX. 

PLEASE -- HELP US GET THIS CLEARED UP. I wrote them the day I filed the complaint with a similar message as follows and got NO RESPONSE : SENT TO NEWREZ XX/XX/XXXX on their website to, likely, a loan officerasked to have it forwarded to a Manager : Subject : Urgent Request for Immediate Resolution of PMI Billing Errors and Escrow Mismanagement To Whom It May Concern, I am writing to formally raise a complaint regarding the mishandling of my mortgage account by Newrez LLC, specifically regarding the improper continuation of Private Mortgage Insurance ( PMI ) charges and an associated increase in my escrow and monthly mortgage payments. 
Over a year ago, I applied to have PMI removed from my mortgage, and in XX/XX/XXXX, I received confirmation from Newrez that my request had been approved. Accordingly, my monthly payment decreased from {$1200.00} ( as of XX/XX/XXXX ) to {$1100.00} ( starting XX/XX/XXXX ) and then again to {$1000.00} ( starting XX/XX/XXXX through XX/XX/XXXX ). 
However, in early XXXX, I received an escrow analysis informing me that my escrow account was deficient, and my payment would increase to {$1200.00} effective XX/XX/XXXX. Upon reviewing the escrow history, I discovered that PMI premiums had resumed, despite my confirmed PMI cancellation. This is both baffling and unacceptable. 
Specifically, the following PMI charges appear on my account : XX/XX/XXXX {$83.00} XX/XX/XXXX {$83.00} XX/XX/XXXX {$660.00} ( a retroactive charge for XXXX XXXX of PMI ) XX/XX/XXXX {$83.00} XX/XX/XXXX {$83.00} Additionally : XX/XX/XXXX {$150.00} labeled Other Fee Assessment ( with no explanation ) XX/XX/XXXX {$160.00} Surplus Disbursement Despite numerous phone calls over the past XXXX XXXX speaking to at least four different representatives and assurances from each that this would be corrected and refunds issued, nothing has been resolved. Most recently, on XX/XX/XXXX, I was connected to someone identifying as XXXX, a supervisor, who acknowledged the error and promised to follow up by end of day. I never received a callback. 
I called again today and received the same runaround, eventually being transferred to XXXX, who claimed to be part of the leadership team. Like every prior contact, she confirmed that PMI should have been removed, apologized, and committed to resolving it again, with no immediate action or confirmation. 
Meanwhile, my XX/XX/XXXX payment has now increased to {$1300.00}, a {$220.00} increase from my expected payment, due entirely to this ongoing mismanagement. I am being penalized financially for Newrezs failure to correct a known error. 
I am formally requesting the following corrective actions immediately : XXXX. Cease all PMI charges going forward. 
XXXX. Refund all PMI payments charged after XX/XX/XXXX totaling {$910.00} ( 11 months x {$83.00} ). 
XXXX. Return the {$910.00} to my escrow account to correct the artificial deficiency. 
XXXX. Refund the unexplained {$150.00} charge dated XX/XX/XXXX. 
XXXX. Reimburse the {$170.00} overpayment resulting from the increased XX/XX/XXXX payment. 
This must be resolved before my XX/XX/XXXX payment is drafted. Like many families, I can not absorb these unjustified increases indefinitely, and I should not have to choose between protecting my credit score and enduring prolonged, incorrect billing.

My credit score is in the upper XXXX to low XXXX, and I have a perfect payment history. I am deeply frustrated and feel trapped penalized by a bureaucracy that refuses to correct its own documented errors. If this is not resolved immediately, I will escalate my complaint with the Consumer Financial Protection Bureau ( CFPB ) and other regulatory bodies as appropriate. 
Sincerely, XXXX XXXX XXXX, XXXX XXXX XXXX

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