Consumer complaint received 2025-05-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
In XXXXXXXX XXXX XXXX  I received a Notice of Mortgage Payment Change from you, raising my escrow amount from {$600.00} to {$950.00}. The increase was based upon an insurance renewal quote that I declined ( {$3600.00} ) in favor of a cheaper one ( {$1800.00} ). 
Unfortunately the mortgage company had already paid it without my knowledge, so I had to cancel its, get the refund check, and forward it to the mortgage company, XXXX XXXX XXXX as it was called then. The {$3600.00} was reaccredited to my escrow account on XX/XX/XXXX. I called XXXX about this after the money was back in my escrow account and the lower quote had been paid, explaining that my monthly mortgage payment ( now {$2400.00} ), needed to be reassessed as they were including the higher insurance amount in it. I estimated that it should have been roughly ( {$2200.00} ). Since I was still in bankruptcy at the time, I was not permitted to talk to anyone at the company, like Customer Service, since I was automatically forwarded to the Bankruptcy department every time. I was also prohibited from accessing my mortgage account during bankruptcy, so my access to my mortgage information was very limited. I explained the issue to the people in the Bankruptcy department and they said something along the lines about looking into it. Nothing ever happened, except they were now accruing a Past Due payment amount as I was paying what I should have been paying, not the incorrectly assessed amount, which was ~ {$250.00} a month higher. I could not afford such an extra amount as I was on a very strict budget, being in bankruptcy, and I did not owe it anyway. 

In XXXX last year, Specialized Loan XXXX XXXX XXXX name to Newrez Shellpoint and I called again during this time since the amount they said I owed was continuing to increase. They told me to wait for a month or so after the transition had completed and all records had been updated and it should be taken care of. It wasnt. 

In XX/XX/XXXX I wrote a letter to their error resolution address in South Carolina, again asking them to review my account and rectify the payment discrepancy. I did not get a response. In XX/XX/XXXX I again wrote to them asking what was going on, since now they were reporting me as delinquent in payment to the credit reporting bureaus. I never received a response that time either. 

However, in mid XX/XX/XXXX I finally emerged from bankruptcy and a few days later, received a Notice of Pre-Foreclosure Options from Newrez. I immediately called them on XX/XX/XXXX, and, since now my bankruptcy had been discharged, I was finally able to talk to Customer Service. I spent over an hour on the phone with them while they tried to figure out what was going on. Even involving a supervisor didnt help. They could see I was paying my mortgage every month on time, but only some of it was being applied, leaving a partial payment of ~ $ XXXX {$1600.00} unallocated each month. It also showed me as being XXXX months behind in my payments, which was not correct, and I supplied my bank statements showing all monthly payments made for the previous 5 years. All were paid, none were late. They said they would do an Escrow review and to call back in XXXX weeks XX/XX/XXXX ) to check on progress. 

Today I received another Notice of Pre-Foreclosure Options letter from Newrez! 

I am now utterly fed up with having to deal with this. I dont owe any money, I have made all my payments on time ( auto-paid from my bank each month ), and when I ask them what exactly IS it that I owe, they dont know, other than saying I appear to be 2-3 payments behind, which I am not.

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