Consumer complaint received 2016-04-29
Company: Shellpoint Partners, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Our mortgage for this property is owned by Shellpoint Mortgage Servicing LLC located in XXXX, XXXX. Shellpoint Mortgage Servicing LLC has an insurance department located in XXXX XXXX. 

This insurance department of the Shellpoint Mortgage Servicing LLC has sent us written letters demanding that we show proof of hazard coverage for our Shellpoint Mortgage Servicing LLC mortgaged condominium located in XXXX XXXX, XXXX. The Shellpoint Mortgage Servicing LLC insurance department sent us letters around the following dates : XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. 

These letters that were sent by the insurance department of Shellpoint Mortgage Servicing LLC claim : ( a ) They have no proof of our condominium 's hazard insurance. 
( b ) If we do n't provide them with proof they will charge us for the cost of purchasing insurance through their specified insurance provider. 
( c ) We will be required to pay the cost for their insurance. 

Each time they have sent us letters we IMMEDIATELY sent email correspondence to them in attempts to resolve their claims. We sent email to this email address : XXXXXXXXXXXX We sent 3 different emails. Two of the emails included proof of individual unit hazard insurance. The final email included proof of the entire condominium 's hazard insurance. All three emails included vigorous, emphatic, and strong language indicating that we as the customer disagree with their action AND strongly desired a correspondence and confirmation of receipt of proof. 

The letters that they sent requested us to contact them via email. We also contacted them via telephone. 

In our email correspondence we vigorously refuted their claims of no insurance and made reasonable attempts to ( 1 ) Provide proof of insurance ( 2 ) Dispute their claim to add their own insurance ( 3 ) Have Shellpoint Mortgage Servicing LLC insurance department respond to our insurance proof claims COMPLAINT : ( A1 ) The insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX will not acknowledge or respond to our emails regarding points ( 1 ) ( 2 ) and ( 3 ) mentioned previously. We have not receive a phone call or an email or any other correspondence except printed form letters threatening us with their eminent X appointed insurance provider. 

( A2 ) We were only able to find out the acceptance/rejection status of our emailed proof of insurance by calling the insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX by telephone. Their form letters include their email address AND the customer service representatives at Shellpoint Mortgage Servicing LLC company in XXXX, XXXX told us to send email correspondence to their insurance department in XXXX, XXXX. 

( A3 ) The insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX ignored our customer correspondence and attempts to submit proof of hazard insurance. They have assigned their insurance provider despite our reasonable attempts to show our proof of insurance. 

( A4 ) Their hazard insurance premiums will be added to our mortgage even though we have sent them proof of our condo 's hazard insurance. If we do n't pay the premium our mortgage will go into default.

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