Consumer complaint received 2023-10-31
Company: Shellpoint Partners, LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
As of XX/XX/2023, Newrez LLC took over as my mortgage servicer from XXXX XXXX. On XX/XX/2023 I received a letter dated XX/XX/2023 informing me of delinquent HOA dues of {$3100.00} on my loan and demanding payment. The letter is enclosed for your reference. I do not live at the condominium listed on the letter, nor do I live in a condominium or have HOA dues, so I called the customer service number on my statement, XXXX on XX/XX/2023 at XXXX am and spoke with XXXX. XXXX reviewed my account and told me the letter was sent in error but did not have any additional information, so I asked to speak to a supervisor. XXXX, XXXX picked up and confirmed what XXXX told me and went further to explain that they are aware the letter was sent in error as Newrez had the wrong loan number. She continued to explain that Newrez sent an email to the HOA collection department informing them of the error of account number. XXXX also told me that an updated letter was not sent to me confirming the XX/XX/2023 was sent in error. I told her I require a correspondence in writing that this has been corrected and there is no consequence on my credit report. She instructed me to call the Newrez insurance department directly, XXXX to make sure they contact me in writing regarding their error. 
On XX/XX/2023 at XXXX I called the insurance department, XXXX, and spoke with XXXX and she refused to help me. She told me to go back to customer service. I hung up and called the same number and spoke with XXXX XXXX. I explained the situation and XXXX reviewed my file and confirmed what XXXX told me and wrote up the problem and sent it to a supervisor and switched me to him. XXXX XXXX picked up and confirmed all that was told to me and assured me a follow-up correspondence will be sent to me. I told XXXX that I want someone at Newrez, preferably a supervisor to take responsibility for this matter and follow-up with me directly. XXXX agreed to take responsibility and will call me in XXXX days to give me an update. Its been XXXX days and XXXX never called. Very typical for how Newrez operates. 
On XX/XX/2023 I had to call back. I tried the insurance department first, XXXX and after being on hold for XXXX minutes I decided to hang up and call customer service. At XXXX pm on XX/XX/2023 I called customer service, XXXX and spoke with XXXX. XXXX told me she couldnt help me and I had to go to the insurance department directly. I told her they do not pick up the line and please get me supervisor in customer service. Eventually XXXX, a supervisor in the insurance department picked up. I was happy to get a supervisor in the insurance department. I explained the situation to XXXX and she told me nothing has been done on this situation since XX/XX/2023 when I called, and no correspondence was sent to me. The XXXX department has not responded to the email they received on XX/XX/2023 so XXXX sent another email. The process is ridiculous where an email is sent to a general mailbox, its ignored, so an additional email is sent to the same general mailbox. And, by the way, no one is allowed to call the XXXX department to follow-up on the emails and this is between internal departments. How can an organization operate like this? No wonder I am receiving letters in error. I have no confidence that this issue is being rectified and my credit report is not being tarnished. 
I want Newrez to confirm in writing the letter dated XX/XX/2023 to me was in error. I also want an assurance in writing that there will be no consequence on my credit report regarding their error. There needs to be consequences to these organizations for putting customers through this nonsense. 
I appreciate any assistance you can give to me.

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