Consumer complaint received 2025-12-15 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: AZ

Complaint narrative:
We received a non-renewal notice from XXXX insurance on XX/XX/XXXX. Stating non-renewal due to fire danger in this area. Our policy started XX/XX/XXXX good until XX/XX/XXXX. XXXX. This letter states our policy will expire on XX/XX/XXXX. We received a letter from Newrez, that our escrow account was closed on XX/XX/XXXX at no cost to us. It states we are responsible for Taxes and insurance from this date forward. On XXXX XXXX Newrez sent XXXX an email- that they were depositing money from our mortgage to pay homeowners insurance. Now it is time for us to pay your bill. On XX/XX/XXXX XXXX called Newrez XXXX requested to talk to a supervisor. The representee said a supervisor will call in 5 days. In which they never called back. I XXXX called Newrez XXXX. I talked to numerous customer service reps. When I finally talked to XXXX from the XXXX  department. XXXX stated Newrez never made an insurance payment, after this I talked to XXXX. He stated our insurance was good until XX/XX/XXXX. Newrez stated they paid insurance on XX/XX/XXXX to XXXX. That they also opened an escrow account without our authority. Which is mortgage fraud. Then they closed the escrow account when I confronted them about it. On XX/XX/XXXX Newrez sent a letter that they close the escrow account on XX/XX/XXXX. On XX/XX/XXXX I got a hold of a Newrez lead person, told him what was going on. In return we sent paperwork about the non-renewal notice and proof we had insurance until XX/XX/XXXX, and proof we bought insurance through XXXX XXXX group. We received a letter on XX/XX/XXXX stating we have adequate insurance. that the insurance that they purchased was cancelled. They state that we will not be billed and the amount previously will be returned to your account in full. Newrez sent letter stating they updated our payment from {$440.00} to {$470.00}. this is after we received letter stating they cleared this matter up. However now they are extorting money from us and we are senior citizens. We have a letter from XXXX stating they never received or cash a check from Newrez on XX/XX/XXXX. We sent a notice of error to Newrez on XX/XX/XXXX. They responded on XX/XX/XXXX and then again on XX/XX/XXXX. That they had a right to buy insurance on our property, even though they did it maliciously. Then received a letter on XX/XX/XXXX. Stating they need more time. At this time we are done dealing with the mortgage fraud and extortion Newrez is doing to us. They seem to never resolve this matter. Instead keep steeling our money. When I call Newrez I get the run around, put on hold transferred to another department and hung up on. This is why we are filing a complaint with you and we are calling the F.B.I and filing mortgage fraud and extortion charges I have all the letters and documentation of calls. I will mail all information when needed

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