Consumer complaint received 2025-09-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I have tried working with Shellpoint Mortgage Customer Service for about XXXX months to find a resolution to an error their company created. My account is a non-escrow account, and has held that status long before it was acquired by Newrez ( Shellpoint Mortgage Servicing ) in XX/XX/XXXX XXXX.. Since that time, the monthly payment has consistently been {$1700.00}, which includes both principal and interest payments. 

In XX/XX/XXXX, I made arrangements with my insurant agent from XXXX XXXX XXXX, for Slide Insurance to cover my XXXX XXXX requirements. We established a quarterly payment option where the first installment of {$2700.00} was processed in XXXX, XXXX A.D., with XXXX remaining payments of {$1300.00}. On XX/XX/XXXX, Shellpoint Mortgage paid the entire insurance premium, and XXXX XXXX sent me a refund check for the amount of my initial payment. 

As mentioned, I have tried to resolve this issue with XXXX Mortgage Customer Service Representatives for months. My initial approach was to coordinate a call with my insurance agent from XXXX XXXX XXXX to confirm that I had the proper insurance coverage and that my payments were up to date. Unfortunately, although our meeting should have proved my case, the Customer Service Team was unable to resolve the issue regarding the forced escrow payment. 

My next approach was to resolve the issue through a representative from their Insurance Department. I was put in contact with XXXX XXXX. 
When I first spoke wth XXXX XXXX on XX/XX/XXXX A.D., she provided her contact information as : Phone number : XXXX Email address : XXXX In our conversation, I explained the situation as I have documented in this letter, and after not hearing back, I followed up the following week through a series of emails : ( a copy of the following emails is enclosed ) Date : Wednesday, XX/XX/XXXX A.D. at XXXXXXXX XXXX Subject : What is the progress since last weeks conversation? 
In the letter, I forwarded an email from Shellpoint, showing how I was still receiving communications that I was not paying my mortgage. As a result, I was reported to the credit bureaus, which significantly impacted my credit score. 

Date : Wednesday, XX/XX/XXXX A.D. at XXXX5 PM Subject : Fwd : Re : Insurance info RE : XXXX XXXX  XXXX XXXX XXXX FL XXXX I forwarded an email from my insurance agent, which he sent me on XX/XX/XXXX A.D. at XXXXXXXX XXXX, where he documents his communication with Shellpoint Mortgage and his efforts to correct the situation. 

Date : Friday, XX/XX/XXXX A.D. at XXXX XXXX. 
Subject : Management contacted for Customer Service Department I sent a follow-up email to XXXX XXXX ' voicemail, where she directed me to resolve the issue with Customer Service XXXX I explained that this issue must be resolved in coordination with a manager-level contact. I asked her to provide the name, direct phone number, and email address of a manager from the Customer Service Department Date : Thursday, XX/XX/XXXX A.D. 
Subject : Management contacted for Customer Service Department. 
This email requested a convenient time for me to speak with XXXX XXXX to discuss the matter, but she never responded to my communications. 

Call Log with XXXX XXXX Outgoing call : Thursday, XX/XX/XXXX A.D. at XXXX XXXX Message : Asked her to look for my email. 

Incoming call : Thursday, XX/XX/XXXX A.D. at XXXX & XXXXXXXX XXXX Message : XXXX XXXX said that she researched the loan but confirmed that it is set up for escrow. ( I called back on XXXX separate occasions, but the calls were not answered or returned. ) Outgoing call : Tuesday, XX/XX/XXXX A.D. at XXXXXX/XX/XXXX Message : Left message that I want to discuss arrangements to make a full payment for the XXXX A.D. Insurance premium with the understanding that the requirement for escrowing will be waived going forward, and the monthly payments are returned to the agreed upon amount of {$1700.00}. 

Outgoing call : Wednesday, XX/XX/XXXX A.D at XXXXXXXX XXXX Message : Called regarding situation with escrow. 

Outgoing call : Thursday, XX/XX/XXXX A.D. at XXXXXXXX XXXX Message : Followed up regarding escrow resolution. 

I once faced a similar situation with a previous mortgage company, and was able to resolve it with a representative from the corporate management team. Trying to resolve this situation by speaking with different representatives each time I call, having to explain the entire situation again, and working with people who can not address the issue is futile. For this reason, I have submitted this written request and ask for the name, email, and phone number of a manager with whom I can discuss and resolve this situation. 

I told Shellpoint Mortgage that I have complete confidence that this matter can be resolved. This occurred due to a misunderstanding of the original arrangement. I understand that Shellpoint Mortgage must have millions of clients, and I am simply a drop in the bucket, but we are talking about my home mortgage. In the same way that one reading my request, values their primary home mortgage as an essential issue for them, I know they can empathize with my situation. 

We all have shared life experiences, and any human can appreciate the time it has taken me to resolve this issue and write this letter to resolve this matter, which should never have occurred in the first place. I trust that you will help me connect with someone who can assist me in finding a resolution.

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