Consumer complaint received 2023-04-21 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
To Whom It May Concern : I'm writing to file a complaint against Shellpoint Mortgage Servicing for misrepresentation. 

Per the request of Shellpoint Mortgage Servicing, I provided proof of hazard insurance coverage, Certificate of Insurance. 

On XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX, I provided via email the XXXX Certificate of Insurance purchased by the Homeowners Association ( HOA ) affiliated with the property address. 

The HOA Certificate of Insurance provided is current and has not lapsed. The HOA Certificate of Insurance provided has the same coverage from the previous year which was accepted without dispute. 

On XX/XX/XXXX, I contacted Shellpoint Mortgage Insurance Department at ( XXXX ) XXXX regarding the proof hazard insurance request. Also, to confirm the email address to submit proof of HOA hazard coverage. 

I also inquired if the Insurance Department contacted the HOA property manager regarding proof hazard insurance. 

The Insurance Department, team member claimed the HOA Property Manager was contacted and didn't respond to Shellpoint Mortgage Insurance Department request. 

After the conversation, I emailed proof of hazard insurance, HOA Certificate of Insurance which I downloaded from the HOA portal. 

On XX/XX/XXXX, I contacted Shellpoint Mortgage Insurance Department at ( XXXX ) XXXX regarding the Certificate of Insurance, I submitted on XX/XX/XXXX. 

I spoke with XXXX XXXX XXXX who stated the Certificate of Insurance did not provide enough information. " It's certain information the insurance department is looking for ''. 

XXXX XXXX further stated she would contact the HOA Property Manager affiliated with the property address to obtain the necessary information required by the Insurance Department, which did not occur. 

I followed up with an email to XXXX XXXX regarding our conversation. 

Prior to XX/XX/XXXX, Shellpoint Insurance Department did not convey any concerns about the Certificate of Insurance I submitted on XX/XX/XXXX. 

On XX/XX/XXXX, I submitted to Shellpoint Insurance Department via email another XXXX Certificate of Insurance affiliated with the property address which I received from the HOA Property Manager. 

I was ensured by the Property Manager the XXXX Certificate of Insurance provides necessary coverage information. 

In the same email, I requested ShellPoint Mortgage Servicing Insurance Department to cancel the forced Lender Placed Hazard Insurance and issue a refund for the amount paid which has not occurred. 

Since providing the Certificate of Insurance on XX/XX/XXXX Shellpoint Insurance Department has not conveyed any concerns regarding the Certificate of Insurance I provided. 

On XX/XX/XXXX, I called Shellpoint Mortgage Servicing Insurance Department ( XXXX ) XXXX to confirm receipt of the Certificate of Insurance document, which was disregarded. 

I spoke with two different Insurance Department team members whom only mentioned XXXX XXXX  which I didn't understand. 

I thought both agents were referring to my XXXX XXXX XXXX policy which was confusing. 

On XX/XX/XXXX, I followed up with a notice of error via email and XXXX mail to further resolve this matter. 

On XX/XX/XXXX, I received an email response from the Insurance Department, Shellpointteam requesting the XXXX HOA Hazard Insurance policy. 

The Shellpointteam further stated once the required Certificate of Insurance is received a request will be submitted to flat cancel the XXXX XXXX XXXX XXXX XXXX and a full refund will be issued. 

I am not in receipt of an XXXX XXXX XXXX XXXX XXXX coverage. There is no evidence of XXXX XXXX XXXXXXXX XXXX with XXXX. 

I was provided via mail ( insurance department ) & email ( XXXX XXXX ) evidence of XXXX Lender Placed Hazard Insurance coverage with XXXX XXXX XXXX XXXX XXXXXXXX XXXX 

Please note the property address affiliated with the mortgage has overlapping insurance coverage, HOA Hazard Insurance and XXXX XXXX XXXX. 

On XX/XX/XXXX, I emailed proof of hazard insurance, XXXX Certificate of Insurance as requested. Again, the insurance department has not responded or conveyed any concerns regarding the submitted 2022 Certificate of Insurance. 

There has been no mention about hazard insurance coverage from Shellpoint until I recently received a letter dated XX/XX/XXXX from Shellpoint Insurance Department regarding a Lender Placed Insurance policy rate increase, effective XX/XX/XXXX. 

On XX/XX/XXXX, I mailed a Notice of Error letter to Shellpoint Mortgage Servicing & Shellpoint Insurance Department regarding the XX/XX/XXXX letter I received. 

Moving forward I rather not continue having communication difficulties submitting proof HOA Hazard insurance due to ShellPoint Mortgage Servicing Insurance Department actions and lack thereof. 

I had an similar experience with Shellpoint Mortgage in XX/XX/XXXX, submitting proof of hazard insurance via fax. There were claims of not receiving proof of hazard insurance via fax. Per Shellpoint Insurance Department there was a " problem with the fax ''.

Thereafter, I requested an email address. I emailed the Certificate of Insurance twice before the insurance department acknowledged receipt of the document. 

Due to various unsuccessful efforts to resolve this matter, I welcome the assistance of Consumer Financial Protection Bureau to resolve this matter. 

I am concerned about being victim of insurance fraud and predatory lending. 

On XX/XX/XXXX, Shellpoint Insurance Department paid my XXXXXXXX XXXX XXXX which is unusual. 

I was not informed about the payment and I did not authorize the payment. 

I've attached supporting documentation as follows : email correspondence, notice of error, bind letter, Certificate of Insurance, Fax cover letter, XX/XX/XXXX notice, XX/XX/XXXX letter and Condo Insurance payment screenshot. 

I prefer if Shellpoint Insurance Department contact the HOA Property Manager and/or the HOA Insurer affiliated with the property address to obtain the " required/acceptable '' proof of hazard coverage. 

Shellpoint Insurance Department claims the Certificate of Insurance I submitted is not " required or " acceptable proof of hazard insurance '', without explanation. 

I'm seeking to cancel the Lender Placed Insurance, receive a full refund with interest for the Lender Placed Insurance premium and receive an updated Escrow Analysis. 

Until then I am seeking to suspend insurance premium payments & the premium increase. 

Please let me know if you require additional information. 

Thank you for your attention with this matter. I look forward to your response. 

Sincerely, Concerned Consumer

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation