Mortgage -- Trouble during payment process -- Complaint #14675242
Complaint Overview
Complaint ID: 14675242
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: California
ZIP Code: 95358
Date Received: 2025-07-15T12:00:00-05:00
Date Sent to Company: 2025-07-15T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
To Whom it may concern, I have an escrow account with NewRez. Their system failed to register my property tax bill, as a result, the bill was not paid in time. They didn't realize this until I made a call to notify Newrez, but it was too late. After that, multiple duplicate payments was made on my escrow account. Some was in wrong amount, some was just duplicate of the original payment ( No late fees + penalty ). This all started in XXXX. Now, there are supposed to be 3 returns made back to my escrow account. I have only received 1, with no clear ETA on the remaining refunds. I have only been with Newrez for less than 1 year and this is the very first property tax bill that they are supposed to handle for me via escrow account. This delay and unclear communication is unacceptable. I have been making calls weeks after weeks and there are no clear ETA or resolutions other than just wait.
Frequently Asked Questions
What is Complaint #14675242 about?
Complaint #14675242 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-07-15T12:00:00-05:00.
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.