Consumer complaint received 2025-10-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
My mortgage was sold by CMC Funding to New Rez in XX/XX/XXXX. It has been totally mismanaged from day 1. The customer service representatives including managers though for the most part pleasant have been a wealth of misinformation which has caused me financial harm. 
On XX/XX/XXXX, right before the sale I received a letter from CMC Funding showing I had an escrow shortage and my mortgage payment was increasing from {$1400.00} to {$1400.00}. I started receiving statements from New Rez in XXXX, my payment did not increase from XXXX through XXXX remaining at {$1400.00}. XX/XX/XXXX I received a letter from New Rez and a check of {$1600.00} for an escrow excess. I did not cash this check as it made no sense since I was told in XXXX I had a shortage. In XXXX I received my statement and my payment had decreased by {$500.00} to {$900.00} and stayed that way till XX/XX/XXXX. I call about the check I was still holding onto and the decrease in my mortgage on XX/XX/XXXX and was told by the rep it was an escrow excess and I could cash it. This made zero sense to me. I called back on XX/XX/XXXX and spoke with a XXXX who told me to cash the check and pay it back to the escrow from what she could see it looked like a missed tax payment at one point. She would request an escrow analysis and by XXXX and XXXX payments should work themselves out. 
XX/XX/XXXX I spoke with a XXXX who told me the escrow was now short {$2000.00}. I paid back the check for {$160.00} plus an additional {$380.00} to clear the shortage. She was going to reach out to the city to make sure the taxes are being paid correctly. 
XX/XX/XXXX. My mortgage payments are now {$1000.00} after the payments and the new analysis. Why??? They should be around {$1400.00}! Per New Rez rep I spoke with the escrow balance transferred was a surplus form the other company. Payments will stay at this amount until the new escrow analysis in XXXX. 
XX/XX/XXXX New escrow analysis not shows I have an escrow shortage of {$4400.00}. Mortgage payment will increase {$410.00} each month to {$1400.00}. Rep I spoke with said we can do another analysis but this appears correct. I spoke with a manager who said the same thing and was insisting my property taxes increased by $ XXXX.. I explained they absolutely did not and asked for proof before they did redo the analysis. In further discussion they said your taxes are {$7900.00}. I confirmed that as correct. She did a little more digging and said somehow they had y taxes as {$3900.00} which is why my mortgage payments were dropped.The payment was based on incorrect projected taxes, basically half of what I pay in taxes. This was a huge error on their part. She said I could pay all or a portion of the escrow shortage to reduce my payment. 
XX/XX/XXXX Because I was so shocked by all of this I called back and spoke with XXXX who went over everything in detail. She was supposed to email me all the escrow analysises done on my account since summer XXXX but never did. She did confirm from what she was that during the transition New Rez somehow used had the years taxes to project my payments. 
XX/XX/XXXX Spoke with XXXX went over my mismanaged mortgage again and I agreed to pay {$3000.00} toward the escrow shortage as I didn't have the full {$4400.00}. He put in a request for an escrow analysis that will be completed in 5 days. He said this will determine how the additional {$1400.00} shortage will be added to my mortgage. So it was confirmed again that my payments were based on taxes of {$3900.00} and this year taxes are based on {$790000.00}. 
XX/XX/XXXX Spoke with someone about new escrow analysis based on the XXXX I paid. They said it's being done now and to call early next week for your new payment. 
XX/XX/XXXX I called to check on the escrow. The woman I spoke with said your payment is not changing. Unless you pay the full shortage they do not do another escrow analysis.I said then what was the point of me giving you {$3000.00} if nothing is changing.What are you doing with that money? I asked for her to refund me the money since it is better sitting in my bank account than at NewRez. She confirmed that my payment would stay at {$1400.00}. This did not sit well with me so I called back to speak with a different representative in the afternoon who told me yes they do reconfigure your payment if you do a partial payment. I told her I was just told otherwise then the phone was disconnected. I called back and spoke with a different rep, XXXX who told me we do not redo the analysis for a partial payment and confirmed my payment is unchanged and that they are refunding my money. 
XX/XX/XXXX I called again and spoke with a rep who told me it's up to the escrow department when they receive the payment if they choose to redo the analysis. This makes zero sense. 
There is not an opportunity to speak with the escrow department or anyone in charge that has institutional knowledge. The mismanagement of my loan has been horrendous. I feel they owe me at the very least a reevaluation of my escrow with the payment after royally screwing up my payments for a year. The barriers they put up to speak with anyone other than the basic rep are ridiculous. I have asked for emails of our conversation or copies of analysises done and have never received anything. Even the managers I've spoken with are giving incorrect information, that is corrected by the next person you speak with This company is careless and bordering on fraudelent.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation