Mortgage -- Trouble during payment process -- Complaint #10352651
Complaint Overview
Complaint ID: 10352651
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: Florida
ZIP Code: 337XX
Date Received: 2024-10-03T12:00:00-05:00
Date Sent to Company: 2024-10-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
INCORRECT ESCROW ANALYSIS AND IMPROPER MORTGAGE PAYMENT ADJUSTMENTS BY NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING **Complaint : ** I am formally submitting this complaint regarding the mishandling of my mortgage and escrow analysis by my mortgage servicer, NewRez/Shellpoint XXXX Due to an incorrect escrow calculation, my mortgage payment was DOUBLED without any justification or valid reasoning. Despite my numerous attempts to resolve this issue directly with NewRez/Shellpoint , they have failed to correct the error, resulting in incorrect amounts being deducted from my bank account. Here is a detailed timeline of events : 1. **Transfer to New Servicer** on XX/XX/2024 NewRez/Shellpoint assumed my mortgage from XXXXXXXX XXXX XXXX 2. **Escrow Analysis Error** : In XXXXXXXX XXXX NewRez/Shellpoint conducted an escrow analysis, resulting in a significant and incorrect increase in my mortgage payment. 3. **Contact with Customer Service** : Since XX/XX/2024, I have made at least XXXX different attempts ( both verbal and written ) to resolve the issue with NewRez/Shellpoint through their customer service channels. Every time, I have been met with excuses, vague explanations, or promises of a future resolution that have not materialized. 4. **Incorrect Payment Deductions** : Despite my numerous attempts to rectify the situation, NewRez/Shellpoint has not only failed to correct my escrow and payment amounts, but on XX/XX/2024 ; began deducting the incorrect, XXXX % inflated mortgage payment from my bank account. 4. **No Resolution** : I have repeatedly requested that NewRez/Shellpoint correct the escrow analysis and allow me to pay the accurate mortgage payment amount, but no action has been taken on their part. I have removed my payment information from their system in order to prevent further unauthorized or incorrect withdrawals, and I am currently unable to pay the correct amount for my mortgage. The continued mishandling of my account by NewRez/Shellpoint has placed undue financial strain on me, and I am unable to make proper payments while this issue remains unresolved. This situation is unacceptable, and I am requesting immediate intervention by the CFPB to ensure the following : 1. **Correct the escrow analysis** and adjust my mortgage payment to the accurate amount based on the corrected analysis. 2. **Refund any overpayments** made due to the incorrect mortgage amount deducted from my bank account. 3. **Acknowledge my formal complaint** and provide a timeline for resolution within a reasonable time frame. 4. **Refrain from any Credit Reporting practices** regarding my payments as I am unable to make proper payments due entirely to NewRez/Shellpoints mishandling of my account. 5. **Transfer my loan** to another servicer who is competent enough to responsibly handle mortgage servicing operations. I request that the CFPB investigate this matter and hold NewRez/Shellpoint accountable for their improper handling of my mortgage account. Thank you for your assistance in this matter.
Frequently Asked Questions
What is Complaint #10352651 about?
Complaint #10352651 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-10-03T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Shellpoint Partners, LLC?
Yes, visit the Shellpoint Partners, LLC company profile at readthecomplaint.com/company/shellpoint-partners-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.