Consumer complaint received 2024-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
My mortgage was transferred to NewRez in XX/XX/2023. NewRez is a complete disaster. I received a welcome letter from them asking me to sign into the website to view my account. Well, the website asked that I enter my account number, which I obtained from the welcome letter, however I entered it as it read off the letter. The website wouldn't accept the number, so when I called NewRez, they informed me that the letter in inadvertently left out an number for my account. First problem. 

Approximately XXXX months later, I received another letter addressed to me, which was rude and condescending and my no sense to me. I attempted to use the chat system, which after waiting in chat queue for XXXX mins, someone finally came and the dropped my chat, so I had to do it again. XXXX mins later and the same thing happened, so I called. After XXXX minutes of waiting, I was able to speak to a rep who informed me to discard that letter as it was not meant for me. Problem XXXX. 

In XXXX is when I renew my homeowners insurance. My insurance transmitted a copy of my insurance to XXXX as they have always done with my previous mortgage service provider. XXXX XXXX, I received another condescending letter informing me since I have violated the terms of my mortgage by not providing them with a copy of my renewed insurance, they would take out insurance at a premium cost and bill me. Now if that was true, wouldn't a phone call or a nice letter be sent, especially since I had a few more weeks until the insurance expired. I tried calling them and the first time after XXXX minutes, I gave up and hung up. I tried to then go to chat, which XXXX minutes later, a rep came, and as I was entering my question, they closed the chat. So back to the phone I go. Over XXXX minutes of wait time, i decided to enter the option to have them call me back and I hung up. In the mean time, I decided to host my insurance document online to the site referenced in the letter. The site stated my policy was on file, but I uploaded it just in case. I received an email thanking my for uploading and that my insurance is up to date. ( nobody ever called back ). I did not do anything else because the confirmation stated my insurance is up to date. 

In mid XXXX, I once again received that same condensing letter informing me I have violated my mortgage terms by not proving them a copy of my insurance. Multiple times i attempted to call but nobody ever answered, so I went to chat, and tired twice, but got someone on the second time, however she informed me that I needed to call the insurance department because it looked like my account was fine. I informed me that nobody answers the XXXX # but she assured me that number she was giving me was the insurance department and I would not have to wait for customer service. Wrong. it was a different number but it was customer service. XXXX times, and I wasn't able to get anyone so I decided to wait for the morning. In the morning I called and waited XXXX hours until someone answered, who assured me that my account was fine, it must have been a computer failure that sent the letter out again. 

In late XXXX, again, I received the another disgusting letter from them informing me since i do not have an insurance policy on file, they have indeed taking out a policy on my behalf and will bill me. After almost XXXX hours on the phone queue, someone answered and informed me that they do have my insurance policy on file, however since its a condo they do not have the condo 's master insurance policy on file. That was never once mentioned in the correspondence or phone calls, however together we called the condo management and they hosted the condo 's policy. 

A couple of days later, I received yet again another letter but this was from the compliance department, who informed that " your agreement with us is that you will provide the condo 's policy '', Keep in mind, i never applied for a mortgage with NewRez and I never signed anything with them. Again, I called them and luckily my call was answered in less than XXXX minutes. I asked for the compliance department but was told they do not accept calls. The agent told me in my mortgage, i signed for when i first purchased the property states the condos master policy must be on file. I asked that they show me where it states that, and they stated it is in XXXX separate paragraphs. We both read the XXXX paragraphs and it only states homeowner policy, nothing about condo master insurance. She said " it may not state it, but it is our policy ''. 

Bottom line, if that is what they wanted they should have asked but they do not need to send rude condescending letters.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation