Consumer complaint received 2025-06-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Shellpoint XXXX XXXX failed to XXXX ) finalize property tax payment for the XXXX tax year ( they reversed/cancelled the check while payment pended with XXXX XXXX ) and XXXX ) return debited property tax funds back to my escrow account before they sold off my loan to another mortgage company and XXXX ) payment amount wasn't even the right number ( less than due XXXX XXXX ). Summarized : they did not complete payment of my XXXX property taxes and then pocketed my {$7400.00} when transferring my loan ( did not include that value in escrow transfer ). 

note : we were on time for every single XXXX of our payments and there were surplus funds in our escrow account at time property taxes were due. 

Details : - XX/XX/XXXX Shellpoint issued a check to XXXX XXXX for the amount of {$7400.00}. 
- XX/XX/XXXX We received an email from Shellpoint confirming our property taxes were paid. 
- XX/XX/XXXX Shellpoint/XXXX would have received notice from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) of returned deposited Items the payor being XXXX/Shellpoint with the reason Refer to Maker. I became aware of this much later on XX/XX/XXXX through my visit to XXXX XXXX XXXX office. 
- XX/XX/XXXX We received notice our loan was being transferred to another Mortgage company. 
- XX/XX/XXXX We received our XXXX from Shellpoint which showed {$7400.00} in taxes paid. This was AFTER they cancelled payment on the check - ( is this fraud? ) - XX/XX/XXXX We received notice that the loan transfer to the new mortgage company was complete. 
- XX/XX/XXXX We received a letter from XXXX XXXX XXXX XXXX saying our property taxes were NOT paid in XXXX, that we are delinquent, and at risk of liens and penalty interest. 
o The remaining levy at the time of the letter was {$7400.00} Shellpoints payment was short {$30.00} to begin with. 
o The total with penalty interest as of this notice is {$8200.00} o The total with penalty interest as of XX/XX/XXXX would be {$8300.00} - XX/XX/XXXX My Spouse called Shellpoint to advise them of the issue. Shellpoint assured us that the payment was made and sent us a copy of the statement showing the XX/XX/XXXX payment. We were advised to check with our XXXX office. 
- XX/XX/XXXX I visited the XXXX XXXX XXXX office in person and was notified that the check was cancelled/withdrawn by payor ( ShellpointXXXX ) for an unknown reason. I was given an image of the check with a letter from XXXX XXXX Bank confirming Check Return and confirmation that it was debited back to XXXX. 
- XX/XX/XXXX I called Shellpoint Customer Service notifying them of the issue. I was told a refund request was opened with reference number : XXXX. 
- XX/XX/XXXX I called XXXX, the financial agent of Shellpoint. I was deferred back to Shellpoint. 
- XX/XX/XXXX I called Shellpoint again for an update. None was provided. 
- XX/XX/XXXX I called Shellpoint again for an update. None was provided but they assured me the case XXXX would reach out with an update by XX/XX/XXXX. 
- XX/XX/XXXX I called XXXX again and was deferred back to Shellpoint. 
- XX/XX/XXXX Shellpoint did not make contact with me as promised. 
- XX/XX/XXXX I called XXXX XXXX Bank who confirmed the payor - XXXX XXXX XXXX XXXX the transaction and was debited back the funds in the check. 
- XX/XX/XXXX - I sent my first formal letter to Shellpoint detailing all of their failures and giving them time to remedy before CFPB complaint. 
- XX/XX/XXXX - Shellpoint sent me a letter receiving my note and that they were investigating. 
- XX/XX/XXXX - I sent them another letter confirming I received theirs and that they had until XX/XX/XXXX to respond with all pertinent information resolving my claim. 

They failed to respond with any information about the issue.

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