Consumer complaint received 2022-11-04
Company: Shellpoint Partners, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Im formally registering a complaint regarding Shellpoints continued issues related to placing forced-place insurance on my property located at in XXXX XXXX XXXX XXXX XXXX I have previously registered a complaint ( Complaint Number XXXX ) regarding this firms random practices in erroneously placing forced place insurance. With that former complaint, a response letter was provided by the company at that time ( in XXXX ) which noted that the materials I sent were only for coverage for the outside of the building and yet, refunded me over {$1500.00} for charging the insurance unnecessarily. 

Issue : Unnecessary forced-place insurance Apparently, only after seeing an updated bill, this company has been charging me with forced- place insurance since sometime in XXXX. I have had this property since XXXX and pay using automatic withdrawal. I have been current since inception and have impeccable credit. I also have multiple properties with multiple mortgages serviced by multiple servicers and I have never had the experience I have when dealing with Shellpoints substandard service, and quite frankly, disregard for the law. 
I contacted Shellpoints team today, XX/XX/XXXX to get a full reconciliation of what Shellpoint has been charging me since their customer service department stated I have been charged a forced-place policy on and off over XXXX. I was told it was reversed in XXXX and put back on again later this yeard. Why such random dates? What was the rationale? AGAIN, no separate correspondence telling me why this was being done. 
I again, separately sent the declaration page to Shellpoint in XX/XX/XXXX. This customer service representative was helpfuland said I really should speak with the insurance department and subsequently transferred me to the insurance department. The insurance department person was abysmal. I explained how frustrated I have been with Shellpoints random charges and I need a full reconciliation/statement of charges so I can attach it here in the complaint, as well as understand how much more money the company has been charging me. The representative XXXX XXXX? ) was intentionally unresponsive stating that since this has been charged in XXXX, I received statements that show the amount. Pull a recording of my call it is all there. I asked if she thinks its best for me to go back into mail from a year ago ( Im on ACH-I dont review each statement ) or would it be easier for her to print a history/reconciliation and send it to me. She just kept saying I received notices by mail and that I should have everything. Entirely unresponsive and not willing to assist. Unwilling to simply give me a history. Every single servicer with any expertise has a servicing system that can print out a history for applying payments, but she didnt want to accommodate the request. She insisted I go through my mail from over XXXX year ago. I further explained that I had previously filed a complaint with CFPB and plan to do it again, because this is an ongoing issue. Nothing. I also said she can simply print an activity screen now or print one for her manager when he/she has to prepare their formal response to the CFPB. This company is not solutions-oriented and the specialized customer service is very lacking. 
A documented pattern of force placing insurance : This property is located in XXXX XXXX XXXX XXXX Each year, since this loan was transferred, I have had to send proof of hazard insurance. All of this started when the loan was service transferred ( XXXX XXXX owns the loan now ). My prior servicer accepted the materials I provided and NEVER had an issue prior to Shellpoint. As previously noted, in XXXX, Shellpoint force-placed insurance on this XXXX property and refunded me for having the property coverage charged when it shouldnt have been. In XXXX, insurance was force-placed again, for which time, I supplied the materials and again, they confirmed they received the information ( see email from XXXX XXXX XXXX XX/XX/XXXX ) and stated they cancel the forced place policy. This was during a pandemicwhen people were displacedand here they are charging people for insurance even though, all the while, I had coverage! And, yet again, in XXXX, in XXXX I sent the documents again via email to which I received a confirmation that stated the documents would be processed in 3-5 days. Never once was there a letter stating that the materials I sent were not even acceptable, even though they were acceptable in the past.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation