Mortgage -- Trouble during payment process -- Complaint #4390754
Complaint Overview
Complaint ID: 4390754
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Oregon
ZIP Code: 971XX
Date Received: 2021-05-19T12:00:00-05:00
Date Sent to Company: 2021-05-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021. XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved. On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error. I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request. I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make. I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error. Thank you, XXXX I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021. XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved. On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error. I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request. I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make. I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error. Thank you, XXXX
Frequently Asked Questions
What is Complaint #4390754 about?
Complaint #4390754 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-05-19T12:00:00-05:00.
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.