Mortgage -- Trouble during payment process -- Complaint #19692587
Complaint Overview
Complaint ID: 19692587
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: South Carolina
ZIP Code: 29036
Date Received: 2026-02-22T12:00:00-05:00
Date Sent to Company: 2026-02-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
I am filing this complaint because NewRez LLC has failed to apply a legally valid 100 % XXXX veteran property tax exemption to our mortgage account and has refused to recalculate our escrow and monthly payment accordingly. My husband is a 100 % XXXX veteran and qualifies for a full property tax exemption under applicable state law. We have submitted the required documentation to NewRez XXXX separate times ( XXXX time XX/XX/XXXX, XXXX time XX/XX/XXXX, another time later in XXXX, and multiple phone calls ) yet no action has been taken. Although NewRez recently corrected a separate escrow error and refunded funds that were previously misapplied ( after XXXX months of inaction ), they have still failed to : -Apply the XXXX veteran property tax exemption to our escrow account -Conduct a corrected escrow analysis -Adjust our monthly mortgage payment -Provide written confirmation of the status of our exemption request As a result, our mortgage payment remains artificially inflated due to escrow calculations that assume property taxes are still owed when they are not. We have spent hours on the phone attempting to resolve this issue. We have escalated to supervisors and were repeatedly told someone would follow up. That follow-up has not occurred. This is not a discretionary request. This is a legally valid tax exemption that directly affects escrow calculations and payment accuracy. A mortgage servicer is obligated to maintain accurate escrow accounting and conduct timely escrow analyses when material changes occur.
Frequently Asked Questions
What is Complaint #19692587 about?
Complaint #19692587 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2026-02-22T12:00:00-05:00.
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.