Consumer complaint received 2025-08-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
I won't go into the ways the Shellpoint caused multiple issues when they took-over my loan in XXXX, XXXX ( lost payments where I had been 2 months ahead, stopped my every 2-week payments, etc. ) as these were eventually resolved, and the items below are far greater. 
XX/XX/XXXX : Received notice that my payment would be reduced from {$6300.00}, to {$5900.00} - without explanation. Called Shellpoint Mtg to ask why it had been reduced. Spoke to them 3-times this day as I kept getting a different answer. Requested a return call. 
XX/XX/XXXX : Called again, spoke to supervisor who said that Shellpoint was mailing me an Escrow Overage check. Asked what for, but she didn't know. 
XX/XX/XXXX : Did not receive a return call from Shellpoint, but called them again after talking to XXXX XXXX, and finding out that Shellpoint had NOT paid my taxes for 14-months - even though they had taken the money out of my mortgage payment since inception, as per my Contract. Supervisor argued with me and told me that Shellpoint does NOT pay taxes, even though I told her I was looking at my contract as we spoke. She kept calling me a liar. This would not be the last time that a XXXX  or Supervisor would lie to me and say that I did not have Taxes as part of my contract. 
XX/XX/XXXX : Called Shellpoint again, spoke to a different supervisor who saw that taxes WERE included in my contract. She instructed me to NOT pay my taxes. She said instead that XXXX XXXX would reach out to Shellpoint and Shellpoint would pay them. Then, I should turn around and pay Shellpoint back the check they sent me. She told me to write a letter to Shellpoint instructing that the late fees must come out of Shellpoint pocket, NOT my escrow as Shellpoint had failed to uphold the contract. I made an electronic payment to Shellpoint for the exact amount of the taxes from the prior year. This SHOULD have made things go back to the way they were before Shellpoint messed it all up. 
XX/XX/XXXX : Called XXXX XXXX and confirmed that Shellpoint had paid the taxes, but when talking to them, we discovered that XXXX XXXX had my taxes assessed incorrectly. I was instructed to file two separate claims- one to correct the assessment, and one to obtain a refund. XXXX XXXX said the refund and assessment could take XXXX. 
XX/XX/XXXX : Spoke to Shellpoint again and told them that my taxes were wrong and asked to have my escrow re-done as they had sent me another letter saying my payment was not going from {$5900.00} to {$6500.00}! All of this because of Shellpoints FAILURE to adhere to the contract to pay my taxes for 14-months!! 
XX/XX/XXXX : Requested update from Shellpoint as they had not returned my call regarding my letter that I had written, and the late fees, were charged to MY ESCROW! 
They opened yet another claim. 
XX/XX/XXXX : Called again because my new escrow analysis shows that my new payment would be {$6500.00}. How was I still owing so much more than I did before Shellpoint 's screw-up?! The supervisor told me that she couldn't help me. I called back because this was not right. I got someone else who was more willing to help me. She said to write another letter stating that I wanted my escrow account removed because of a failure on the part of Shellpoint to uphold their end of the contract ( did not pay my taxes for 14-months resulting in XXXX XXXX telling me they were going to auction my house ). 
XX/XX/XXXX : Talked to XXXX XXXX regarding my status change, and the refund of my overpayment. They stated that my status change had been granted ( it was an error that I was listed as a second home instead of a primary residence ), and that the refund had been issued. 
XX/XX/XXXX : Called XXXX XXXX Again as I had not received the refund. They said they had sent it to the Mortgage Company. I asked why- it was my overpayment. They said because the mortgage company had paid it. I told them that I was going to pay it, but they DIRECTED ME NOT TO. He said too bad. It goes to whomever paid it. 
XX/XX/XXXX : Called Shellpoint to ask when I would get my refund. The Supervisor looked through everything, then said she didn't understand why they had it- it had been applied to escrow. She also didn't understand why, when there was now a {$630.00} overage from XXXX XXXX that went to my escrow, it was still showing that I had a shortage in my escrow account. She said she would get back to me within one week. She was filing another claim on my behalf. 
XX/XX/XXXX : Called Shellpoint for status. Spoke with the same supervisor as last time. She said that she still didn't have an answer on the refund of my taxes overage. She did say that she had received an answer as to why my escrow balance had not been refunded to me.... '' The loan has not met its proper seasoning requirements ''. I have to keep it in escrow for 24 months before I can take it out of escrow and handle that myself. How hypocritical!! They don't have to abide by the contract and pay my taxes until I force them to when the county is going to auction off my house because they are 14-months late, but I am being held to the contract?! My error for not seeing that anywhere in the contract, but they have absolutely NO EXCUSE for taking my money to pay my taxes for 14-months, and then NOT PAY THEM! 
XX/XX/XXXX : Called again for a status of my taxes overage refund as I received ANOTHER escrow analysis saying that I now in am at a {$140.00} deficit for the year. HOW IS THAT EVEN POSSIBLE?! They have MY {$630.00} tax payment OVERAGE. They have been taking out the requisite amount of ( {$540.00} now bumped up to {$610.00} ) escrow each month. 
XX/XX/XXXX : Called again for the status of my taxes overage refund as I have not received a response. 
XX/XX/XXXX : Called again for the status of my taxes overage refund as they are not responding to me. 
XX/XX/XXXX : Called again for the status of my taxes overage refund as I am not receiving a call back from the supervisor I have been dealing with. The first CSA hung up on me after placing me on mute for 13 minutes when I asked for a specific person- she said they do not transfer to specific people. After 12 minutes of silence, I said that I was recording the call - as I have with every single one of these calls, and I have her lack of customer service on record. She hung up on me then. I called back - l left a message for the supervisor and filed a complaint against the XXXX. 
XX/XX/XXXX : Called again for the supervisor. She was not there. The supervisor I did speak with was combative. She said that she couldnt help me - I would need to talk to the tax people. I asked why- she said because she could not help. I asked her to read me what the voluminous notes said, and when they told me that only tax people could help me- she was evasive and said I would have to call back tomorrow Florida time. I said I was tired of the game of whack-a-mole, and having to ask just the right question in order to get help. This was my money, and they were unwilling to help. 

My total escrow ( with the OLD taxes amount ) due each year is {$6300.00}. I presently have a balance of {$2500.00}. I still have 8-months left to pay into this for the year ( insurance is due in XXXX, and taxes are due in XXXX ). At the new rate of {$610.00}, that is {$4800.00} still being pulled out this year for a total of {$7400.00}!!!!! This is a {$1000.00} OVERAGE based on the OLD tax numbers- it will be at least {$600.00} LESS now that my taxes have been adjusted. WHY IS SHELLPOINT STEALING FROM ME?! WHY DO THEY CONTINUE TO MAKE ME PAY FOR THEIR FAILURE TO ADHERE TO THE CONTRACT!? I am tired of being bullied by this mortgage company. They just want to wear me down, so I go away. The customer service is unacceptable! They are thieves! I want to handle my escrow because of Shellpoint 's complete servicing failure. I DO NOT trust them to adhere to the terms of the contract. I do not trust them to be honest as they have continually been dishonest throughout this process - since they first took over my loan and lost my two-months of pre-payments.

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