Consumer complaint received 2026-04-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
Complaint Against : Shellpoint Mortgage Servicing ( NewRez LLC ) Issue : Improper Lender-Placed Flood Insurance / Payment Obstruction My name is XXXX XXXX , and I am filing a formal complaint regarding multiple mortgage loans serviced by Shellpoint Mortgage Servicing ( NewRez LLC ). For approximately XXXX months, I have been attempting to resolve an issue involving lender-placed flood insurance that has been improperly applied to my account ( s ). Despite repeated attempts to contact Shellpoint through various phone numbers and email addresses, I have been unable to reach a competent representative or receive a meaningful response. The core issues are as follows : XXXX. Improper Flood Insurance Requirements Shellpoint has imposed flood insurance coverage requirements that appear to be arbitrarily set near the XXXX maximum limit of {$250000.00} across multiple properties. These requirements do not align with standard guidelines, which state that required coverage should be based on the lower of : - Loan balance - Replacement cost / insurable value - XXXX maximum limits Documentation provided by Shellpoints own underwriting/appraisal data shows several properties with appraised values significantly below {$250000.00}. Despite this, Shellpoint is requiring coverage at or near the maximum limit, indicating a blanket application of coverage rather than a property-specific determination. XXXX. Lender-Placed Insurance and Inflated Payments As a result of these inflated coverage requirements, Shellpoint has either imposed or threatened to impose lender-placed insurance, which has drastically increased my monthly payment obligations. XXXX. Inability to Make Contractual Payments Due to the inflated payment amounts caused by the disputed insurance, I am currently unable to make my normal monthly mortgage payments. This situation has effectively placed me in a position where I am being prevented from making timely payments, despite my willingness and ability to pay the correct contractual amount. XXXX. Failure to Provide Adequate Customer Support Over the past XXXX months, I have made numerous attempts to resolve this issue through Shellpoints customer service channels. I have contacted multiple email addresses and representatives, yet I have not received a clear explanation, resolution, or escalation to a qualified decision-maker. This lack of response and failure to address the issue has prolonged the problem and increased my financial risk. -- - Requested Resolution : I am requesting that Shellpoint Mortgage Servicing : XXXX. Conduct a proper, property-specific review of flood insurance requirements based on actual insurable values XXXX. Remove or adjust any excessive or improperly applied lender-placed insurance XXXX. Restore my correct monthly payment amount XXXX. Allow me to make my normal contractual payments immediately XXXX. Reverse any fees, penalties, or negative credit reporting associated with this issue XXXX. Provide a written explanation detailing how flood insurance coverage requirements were calculated for each property -- - This situation is urgent, as the current handling of my account ( s ) is creating unnecessary financial strain and potential credit harm due to servicing errors. I am requesting prompt intervention and resolution. Sincerely, XXXX XXXX XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation