Consumer complaint received 2026-03-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
am filing a complaint against Shellpoint Mortgage aka NewRez. lLLC, regarding the handling of my mortgage account and a pending foreclosure. I had about $ XXXX left on the note. ShellPoint is in a fresh XXXX XXXX lawsuit for escrow manipulation and getting entangled with county tax payments/credits, acknowledging there's a paperwork problem and still foreclosing. Apparently, that's in violation of RESPA. I have lived in my home Unescrowed since XXXX and have consistently made my mortgage payments on time ; as a single mom since XXXX. Recently, Shellpoint placed my loan into escrow without my request and paid my property taxes. Since I had paid my property taxes, be it a bit late ( poor, but historically done by XXXX, ) they made a duplicate payment. XXXX XXXX issued ShellPoint a refund for the unsolicited payment and there is currently another one in the works regarding XXXX taxes. ShellPoint took the first refund as a payment from me, created an {$1800.00} dollar credit memo going unnoticed and unchanged as they whittled it off in the background and then preemptively paid XXXX taxes increasing debt and putting me further over the proverbial barrel. As a result, my loan was accelerated, and I received a Notice of Acceleration and a Notice XXXX XXXX XXXX XXXX dated XX/XX/XXXX, with a foreclosure sale scheduled for XX/XX/XXXX. I received these notices on XX/XX/XXXX. The amount it's going to auction for is {$14000.00}. My home is on XXXX for {$300000.00} XXXX XXXX has confirmed that the tax issue involves a duplicate or improperly applied payment, and they are in the process of returning funds to Shellpoint. However, this process may take up to XXXX days, while the foreclosure timeline is moving forward immediately. I have attempted multiple times to contact Shellpoint to resolve this issue, but I have experienced difficulty reaching representatives, dropped calls, and inconsistent information. I have been told the issue can not be corrected until the funds are returned, despite the pending foreclosure deadline. I am requesting the following : -Immediate suspension or postponement of foreclosure proceedings -Correction of the escrow account and reversal of the forced escrow action -Proper application and reconciliation of tax payments -Restoration of my loan to good standing based on my consistent payment history -Correction of any negative credit reporting resulting from this issue. -ShellPoint to accept the refund and time line to get a full refund from XXXX XXXX for XXXX taxes they paid. * I'm sitting on my tax payment and don't have anywhere to send it. ShellPoint won't take it or any payments. This situation appears to be the result of servicing errors rather than borrower default, and I am making every effort to resolve it. I am requesting urgent review due to the impending foreclosure date.

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