Consumer complaint received 2025-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
This complaint builds upon my previous grievance : XXXX. 

I have received XXXX letters from the company, each raising my frustration. The first letter informed me that they required more time to resolve my situation, and it has now been over two months without progress. The second letter conveyed that the matter is complicated and that further delays would be necessary. Most concerning, the third letter warned me of missed payments being reported to the credit bureau. 

To make matters worse, they are imposing late fees of {$89.00} per month, and importantly, my regular payments have not been applied. I am genuinely worried that these issues will adversely affect my credit score. I urgently seek assistance with this pressing matter. 

Enclosed are the letters I received, along with the revised tax properties. As I previously explained, the assessment amounts will never align and are poised to increase year after year. I appreciate your prompt attention to this urgent situation. 
This segment is from the last claim : In XX/XX/scrub> 2024, I received a letter indicating that my escrow payment was going to be increased due to property taxes. I called multiple times to explain that I am obligated to pay property taxes in the form of a " special districts drainage assessment, '' with XXXX scheduled payments each year. The first payment is due on XX/XX/year>2024, and the second payment is due on XX/XX/scrub> 2024, with both payments being {$1300.00}. However, customer service has been nearly nonexistent, and it has been practically impossible to speak with a financial representative. I must make these payments myself as part of my contract with the HOA. I went into Newrez ' website and submitted a complaint explaining my situation. Two months later, I received a response stating, " This letter is to acknowledge your recent inquiry regarding the above-referenced loan # XXXX. '' In the second week of XXXX, I received a bill requesting a new monthly payment of {$2500.00}. I returned to their website to file a second complaint, which reads : " This is the second time I am filing the same complaint, as your organization lacks proper customer service. I have called 97 times and attempted to speak with financial personnel, but it has been nearly impossible. After explaining my situation to numerous representatives, one finally informed me that XXXX XXXX was requesting the additional amount your organization is trying to charge for escrow. I contacted the XXXX XXXX 's office to verify the information provided by your representative and confirmed that they categorically do not perform these types of calls. Please contact the XXXX XXXX 's office at the following number, via email, or by mail to verify that I have already paid my property taxes : XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX I am attaching documentation showing XXXX payments made on XX/XX/year>, for {$1300.00}, and another payment made on XX/XX/year>, for the same amount. These payments are part of my contract with the HOA, in addition to all other proper payments made for the maintenance of the community. These payments are considered " drainage assessments '' and must be made in this manner until XXXX. Therefore, I do not need you to pay my property taxes. Because of this, I request that you stop charging the escrow, as I do pay for the property taxes. If necessary, I can pay the insurance for this house through XXXX. However, if this is not possible, I expect you to fulfill your responsibility by contacting the XXXX XXXX 's office to confirm that my property taxes for the current year have been paid on the dates mentioned above. The correct amount for my monthly payment is {$2200.00}, which includes {$95.00} for the monthly XXXX insurance ( totaling {$1100.00} ) and a principal and interest ( P & I ) payment of {$2100.00}. I will not pay more than this amount. This is my final effort to resolve this situation with your organization. Thank you for your attention to this matter. Sincerely, XXXX XXXX XXXX I am concerned that they will not respond to my complaint and will ignore my request as they have previously.

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