Consumer complaint received 2025-09-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: OR

Complaint narrative:
XX/XX/XXXX I don't know where to turn for help with our current mortgage company, NewRez LLC. I have written to NewRez, through their website " Contact Us '' function and nothing has been resolved since May with regards to our XXXX XXXX. The original lender for my mortgage was XXXX  XXXX  XXXX  but it changed to NewRez in XX/XX/XXXX. It was not a smooth transition and then we received notice from XXXX about the huge increase for XXXX XXXX- over {$8000.00}, up from around {$2000.00}. Due to medical issues and other things, looking into new insurance took a back seat. In XXXX, XXXX, we worked with XXXX XXXX at XXXX to get new hazard insurance because we had to dip into savings to cover our increased mortgage payment. The increase was due to Oregon government officials releasing a fire hazard map showing us in a high risk area. We had already had a forest fire on our property in XXXX so this seemed unjust but they were basing the increase on that map. XXXX was almost half that. We could not get anything less. We asked to have the new insurance policy start on XX/XX/XXXX. 

After we switched hazard insurance from XXXX XXXX to XXXX XXXX, neither us, nor our agent, XXXX XXXX noticed a typo in our address of XXXX XXXX XXXX XXXX, instead of XXXX XXXX XXXX XXXX. This led to us being double-billed for Hazard insurance. And, unrelated to insurance debacle, but equally frustating, our XXXX payment wasn't made automatically as it had been set up to do so we made a payment XX/XX/XXXX through the website. 

Here is what has happened since changing insurance : XX/XX/XXXX - paid the Escrow account {$2500.00} using refunded, pro-rated funds from XXXX. I also paid, in full, the new homeowner 's insurance policy which is in effect XX/XX/XXXX through XX/XX/XXXX. 

XX/XX/XXXX mortgage statement shows escrow balance at {$1100.00} after being overdrawn over {$3700.00} on XXXX statement. 

XX/XX/XXXX - XXXX by NewRez they would charge us for their hazard insurance placement because address incorrect ( note, no other property on XXXX XXXX with that address ) .This letter came because we had received letters telling us to get insurance or they would place insurance on us. We were confused by those letters and never thought to look at the address. We just asked XXXX to resend documents a couple of times. 

XX/XX/XXXX - XXXX XXXX made address correction to hazard insurance policy and sent corrected policy info to NewRez. 

XX/XX/XXXX - XXXX account charged {$1000.00} for Lender Placed Hazard Disbursement. 

XX/XX/XXXX - Escrow account charged {$360.00} for Lender Placed Hazard Disbursement XX/XX/XXXX - Escrow account charged {$350.00} for Lender Placed Hazard Disbursement. 

XX/XX/XXXX - Escrow account charged {$360.00} for Lender Placed Hazard Disbursement. 

XX/XX/XXXX - Received letter from NewRez Customer Care Team acknowledging recent inquiry but " due to the complex nature of the matter, we kindly request additional time to provide a thorough and accurate response ''. 

XX/XX/XXXX - Contacted original mortgage officer who is now employed by NewRez but received no answer. 

XX/XX/XXXX - Escrow account charged {$360.00} for Lender Placed Hazard Disbursement. 

XX/XX/XXXX - Received letter from NewRez Customer Care Team indicating they are still working on our inquiry. 

XX/XX/XXXX - Escrow account charged {$350.00} for Lender Placed Hazard Disbursement. 


We took a big budget hit with these new insurance rates/increased mortgage payment. We are depleting our savings trying to keep up because we also have rising health costs. 

I have attached our monthly statements to show what we are seeing. Also, these statements are hard to follow because they show {$0.00} due for the next Due Date on all the statements.

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