Consumer complaint received 2025-02-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
CFPB, You closed the case when the information given is incorrect here is my response to their response to YOU XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Urgent : PMI Removal Discrepancy, Escrow Termination & Request for Recordings To Whom It May Concern, I am writing to formally dispute the inaccuracies in your response to the Consumer Financial Protection Bureau ( CFPB ) and to demand the immediate release of all call recordings pertaining to my discussions regarding the removal and subsequent reinstatement of my Private Mortgage Insurance ( PMI ). Additionally, I am requesting the termination of my escrow account so that I may handle my property tax and homeowners ' insurance payments directly. Given the repeated inconsistencies, misinformation, and lack of transparency from your company, I no longer have confidence in your ability to manage these financial obligations on my behalf. 

Key Issues & Formal Requests : 1. Non-Receipt of Notice The letter dated XX/XX/XXXX that you claim was sent to me was never received. Please provide proof of mailing. 
2. Inaccurate Information Submitted to CFPB Your response falsely states : We show no records of you being advised the PMI would be removed or that the PMI was removed and then placed back on the loan. 
This is demonstrably incorrect. Below is a detailed log of dates, times, and representatives I spoke with regarding the PMI removal and reinstatement : Documented Call Log & Evidence : XX/XX/XXXX XXXX XXXX XXXX  : Spoke to XXXX, then XXXX, then transferred to customer service XXXX XXXX  XXXX XXXX XXXX XXXX 

XXXX confirmed in the system that PMI was terminated on XX/XX/XXXX and that a confirmation letter would be sent. 
He stated that an escrow analysis was required before adjusting the payment, which would take 30 days. 
He also assured me that any PMI payments made during this period would be refunded. 
XX/XX/XXXXXXXX XXXX XXXX XXXX  : Spoke to XXXX, who confirmed recalculations were still pending due to backlog. 

XX/XX/XXXXXXXX XXXX XXXX XXXX : Spoke to XXXX regarding PMI removal. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  Spoke to XXXX, who informed me that obtaining copies of the first and second appraisals required a written request. 

XX/XX/XXXXXXXX XXXX XXXX XXXX : Spoke to XXXX, who confirmed in the system that PMI was removed and later reinstated. 

She escalated the issue to a supervisor. 
Supervisor XXXXXXXX forwarded the case to Loan Servicing for further review. 
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  Spoke to XXXX, who stated PMI could be removed if the principal was reduced by {$650.00}. 

She put me on hold to consult the internal team regarding PMI calculations and removal, which was to be completed by XX/XX/XXXX. 
XX/XX/XXXXXXXX XXXX XXXX XXXX : Spoke to XXXX XXXX, who confirmed that my Loan-to-Value ( LTV ) ratio met the requirements for PMI removal but found no updated notes. 

I requested call recordings from XX/XX/XXXX onward. 
XX/XX/XXXXXXXX XXXX XXXX XXXX  : Spoke to XXXX, who stated that PMI research was completed by Supervisor XXXX and that an update would be available by XX/XX/XXXX. 

Spoke to Supervisor XXXX, who again failed to provide the requested call recordings. 
3. Formal Demand for Call Recordings I am officially requesting full recordings of all the calls listed above. These recordings will prove that PMI was removed and then reinstated. If you deny me access to these recordings, I will escalate this matter legally and petition the court to compel you to release them. 

4. Request for Escrow Termination & Note Holder Information I am also formally requesting the immediate deletion of my escrow account, allowing me to handle my own property tax and homeowners insurance payments. Given the deceptive practices I have experienced, I do not trust your company to manage these financial obligations on my behalf. 

Furthermore, I am requesting the name, address, and contact information of the entity that holds the note on my home. Based on my experience, it is evident that you are prioritizing maximizing profits for both yourselves and the note holderat the direct expense of customers. Due to these concerns, I will be requesting a change of servicer. 

5. Unacceptable CFPB Filing & Language Assumption I find it deeply offensive that the letter you uploaded to the CFPB included XXXXlanguage content when my preferred language has been clearly stated as English. 

Why would you assume that I speak or understand XXXX Is it because of my last name? If so, this is blatant stereotyping. For your information : I am XXXX XXXX XXXXXXXX. 
My husband is of XXXX, XXXXXXXX XXXX XXXX descentbut he does not speak XXXX at all. 
This assumption on your part is not only inappropriate but also unprofessional. If my preferred language is documented as English, then all communications should be in Englishperiod. 

6. Aggravation & Health Impact on My Husband My husband is a XXXX XXXX, and your companys unethical behavior has negatively impacted his health. The stress, aggravation, and mental anguish caused by your blatant attempts to conceal the truth have taken a serious toll. 

Due to the emotional distress and harm this situation has caused him, he is now considering filing a lawsuit against NewRez for the undue hardship your companys misconduct has inflicted. What has transpired here should never have happened, and the damage you have caused is real. 

7. Escalation & Public Awareness I have already filed a complaint with the Florida Attorney General regarding the handling of my PMI, specifically how your company attempted to hide the fact that it was removed and then reinstated. 

I do not take pleasure in sending letters like this, but I will not allow a company to imply that I am XXXX is precisely what you did by stating that there is no record of PMI removal and reinstatement. 

Additionally, I will ensure that the public is made aware of how NewRez may be engaging in similar deceptive practices with other customers. Consumers deserve to know the truth. ( This email will be sent to the Attorney General office as well as the response you gave to CFPB if this is not resolved between us ) Final Notice You now have a choice : Release the requested recordings, terminate my escrow account, and provide the requested informationor prepare to address this matter in court. 

I expect your immediate response no later than [ insert deadline, e.g., 7 days from today ]. 

Sincerely, XXXX XXXX.

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