Consumer complaint received 2024-05-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
" What Happened '' is included in my letter sent to company today : To Whom This May Concern at NewRez and Shellpoint : This letter will summarize and re-hash what I have previously addressed in at least XXXX phone calls, with

both NewRez customer service and your insurance department, and multiple disputes through the NewRez website. The following conversations and letters have caused me considerable stress, wasted many hours of my time, and necessitated me hiring an attorney and notifying the proper authorities. Also relevant to the following : ( A ) Property insurance has been paid timely and in full, and has been in place the entire time that Ive had a mortgage on this property. ( B ) Property taxes have been paid timely and in full for the entirety of the mortgage as well. ( C ) I have never been late on a mortgage payment or dealt with this issue at any time since I bought this property in XXXX. 

1. When I was advised by XXXX XXXX that the mortgage had been sold in XXXX XXXX XXXX, I updated the address in my XXXX XXXX XXXX XXXX and continued to pay the contractual obligation of {$560.00}. 

2. Around XXXX XXXX, I received an email that my payment might increase and watch a video. I knew that legally, I owed the regular amount of {$560.00} and paid that amount for XXXX. 

3. On or about XX/XX/XXXX, I started digging around the website and saw numbers which made NO sense to me. I made my first call to Customer Service in which I inquired as to why my mortgage payment was increasing and what the escrow balance was all about. I was informed that New Rez sent requests for proof of insurance and created an escrow account for which I was charged for lender placed insurance. We discovered during that phone call that Notices were sent an old address, and not the address used by XXXX XXXX. Additionally, when I logged into the account to dig for correspondence, these previous notices were not present, however a Final Notice letter was there - yet never sent via US mail or email. Had I not logged into the account, I never would have seen it.

4. I made sure that the customer service rep had all of my current contact information. 

5. I immediately made the phone calls necessary to my HOA property manager, collected the information and forwarded it to the email address given to me by the NewRez customer service rep, which was XXXX. This email was sent XX/XX/XXXX and showed that insurance was in place consistently XXXX, XXXX and continues through XXXX. I was told by customer service that the escrow would be reversed and with this information, you would have everything you needed to correct the issue. I was also told to follow up because it can take a while. 

6. I called on XX/XX/XXXX and escrow was still not removed - but the customer service representative said shed make a note since the insurance documents had been provided. 

7. I called XX/XX/XXXX and escrow was still not removed, late fees were charged, AND my prior payment was not applied. I spoke to XXXX people in customer service - second was supposedly a supervisor. Supervisor XXXX threatened my credit if I did not pay the full amount including escrow for the insurance that they purchased. I subsequently made a dispute through the NewRez website and filed a complaint with the XXXX XXXX XXXX, for which I have received no response. 

8. I called on XX/XX/XXXX and this time, customer service suggested I call the insurance department and gave me an alternate telephone number. I spoke to XXXX in the insurance department and resent all the proof of insurance paperwork to XXXX. I was again assured that they had everything they needed, and XXXX would do what she could to resolve the situation. 

Spoiler Alert - Situation is Not Resolved.

Continued Chronology : Letters received : Dated XX/XX/XXXX Letter that my mortgage payment dated XXXX was not received ( I have always paid the contractual amount of {$560.00} on time through XXXX XXXX automated payment - ledger attached. ) Dated XX/XX/XXXX Vague Letter in response to recent inquiry giving me an address for NewRez LLC, in XXXX XXXX PA but sent from XXXX MI. Working to gather requested information and will forward Dated XX/XX/XXXX Letter from NewRez in XXXX, MI lender placed insurance is cancelled effective XX/XX/XXXX because adequate insurance coverage was provided Dated XX/XX/XXXX Letter from NewRez in XXXX, MI your hazard insurance policy is about to expire and we havent received a renewal or replacement Dated XX/XX/XXXX Letter from XXXX, MI in response to recent inquiry - identical to XX/XX/XXXX letter Dated XX/XX/XXXX From XXXX MI We have not received proof of hazard coverage and it has become necessary to place lender placed insurance CONTRADICTING previous letter of XX/XX/XXXX. 


9. Called Customer Service XXXX and spoke to XXXX who lost patience with me and told me shed file a complaint but would not give me a copy or a complaint number. 

Dated XXXX Certified Letter from New Rez in XXXX SC ( but return address is Shellpoint in XXXX ) threatening FORECLOSURE XXXX. On XXXX, I received an email with a link to an encrypted message that I could NOT access. I created an account and password XXXX and never received link to the document. Sent another message through the NewRez website under dispute and requesting access. No response XXXX. After a phone call with customer service on XXXX, XXXX had her supervisor, XXXX XXXX at Shellpoint, email the document directly : Dated XXXX Letter due to the complex nature of theater, Newrez respectfully requests additional time to respond. Letter from XXXX, MI listing Contact address as XXXX, SC. 

I will no longer tolerate this INCOMPETENCE and HARASSMENT.

Enclosed / attached for your information are copies of the following : EXHIBIT A : Property Taxes showing current and paid in full EXHIIT B : Insurance on property - both Personal and through the
Homeowners Association, paid in full and up to date ( showing coverage XXXX ) EXHIBIT C : My last statement from XXXX XXXX dated XX/XX/XXXX showing the contractual amount due monthly of {$560.00} ( note : NO escrow, NO impound ) EXHIBIT D : Payments to NewRez from XXXX XXXX since they took over the Account EXHIBIT

E : Statements ( showing that my payments were applied as partial or not applied at all, and Collection Letters/Letters regarding Insurance from NewRez. WHAT FURTHER EVIDENCE IS REQUIRED FOR
YOU TO CANCEL/REVERSE THE ESCROW, REMOVE ALL LATE FEES and honor the mortgage agreement you acquired?

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