Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: HI

Complaint narrative:
COMPLAINT AGAINST : Shellpoint Mortgage Servicing ( NewRez LLC ) Loan Number : XXXX Property Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX DESCRIPTION OF COMPLAINT : I am filing this complaint against Shellpoint Mortgage Servicing for illegally force-placing duplicate wind insurance on my property without proper notice, in violation of RESPA ( 12 U.S.C . 2605 ) and Regulation X ( 12 C.F.R. 1024.37 ). Additionally, my XX/XX/XXXX mortgage statement reflects a total collection of approximately {$13000.00}, driven in part by an escrow insurance figure of {$8800.00} for my XXXX XXXX policy. My actual XXXX XXXX premium as shown on my declarations page is {$2000.00} a difference of {$6700.00}. Collecting escrow based on an inflated and unsupported insurance figure violates RESPA Section 10 ( 12 U.S.C. 2609 ) and Regulation X ( 12 C.F.R. 1024.17 ), which limit escrow collections to amounts reasonably anticipated to be disbursed FACTS : 1. I have an active XXXX XXXX XXXX XXXX ( No. XXXX, effective XX/XX/XXXX XX/XX/XXXX ) on the above property. This policy explicitly includes endorsement XXXX ( XXXX XXXX XXXX ) with dwelling coverage of {>= $1,000,000}. 2. Without my consent and without providing the federally required XXXX advance notice, Shellpoint placed a lender-placed wind insurance policy through XXXX XXXX ( Policy No. XXXX ) on my property for {$1200.00}, due XX/XX/XXXX. 3. The force-placed policy covers the exact same peril ( wind/hurricane ) and the exact same coverage amount ( {>= $1,000,000} ) as my existing XXXX XXXX policy. This is pure duplicate coverage that provides no additional protection to the lender, imposed solely at my expense. 4. Shellpoint failed to provide the required written notice at least 45 days before purchasing the force-placed insurance, and failed to provide the required second notice at least 15 days before charging my escrow account, in direct violation of 12 C.F.R. 1024.37 ( c ) and ( d ). 5. Additionally, my escrow account reflects a XXXX XXXX premium of {$8800.00}, while my actual XXXX XXXX premium is {$2000.00} a discrepancy of {$6700.00} that Shellpoint has not explained or justified. 6. On XX/XX/XXXX, I submitted a Qualified Written Request ( QWR ) to Shellpoint via certified mail demanding cancellation of Policy XXXX, removal of the {$1200.00} charge, and a full escrow accounting. As of the date of this complaint, Shellpoint has not responded. VIOLATIONS : - 12 C.F.R. 1024.37 Force-placed insurance notice requirements- 12 U.S.C. 2605 RESPA servicer obligations- Potential violation of XXXX XXXX XXXX regulations governing force-placed insurance - Potential unfair, deceptive, or abusive acts or practices ( UDAAP ) RELIEF REQUESTED : 1. Immediate cancellation of XXXX XXXX Policy No. XXXX 2. Removal of the {$1200.00} force-placed insurance charge from my escrow 3. Full written accounting of the escrow discrepancy ( {$8800.00} vs. {$2000.00} ) and reducing escrow insurance charges down to {$2000.00} I have supporting documentation including my XXXX XXXX Declarations Page, endorsement XXXX, and screenshots of my Shellpoint mortgage portal showing the force-placed policy details, available upon request.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation