Consumer complaint received 2024-05-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: CO

Complaint narrative:
My Loan Servicing company ( Newrez ) had fraudulently paid XXXX different companies home insurance premiums for the same home. And not helping me get the refund Mortgage company NewRez Mortgage XXXX XXXXXXXX XXXX XXXX XXXX XXXX, SC XXXX PHONE NUMBER : ( XXXX ) XXXX FAX NUMBER : ( XXXX ) XXXX E-MAIL : XXXX My Loan is Loan ID : XXXX I wrote to Newrez Loan servicing company -- -- -- -- -- -- -- -- -- I was going through my statements and noticed that your company has paid XXXX different insurance payments on XX/XX/year> for {$4800.00} and on XX/XX/year> for {$6300.00} to XXXX different insurance providers. 
I remember I had called and spoken to an agent and given them proof of the alternate provider and to NOT pay the default premium to an insurance provider selected by the mortgage processing company for {$6300.00}. 
How are you paying XXXX insurance premiums for the same home to different providers. Please immediately refund the {$6300.00} to my account and resolve the cancelation with the provider you selected. They have not even given me any documentation for insurance policies and there is no reason I would want it. 
Nobody needs XXXX concurrent insurance policy for same coverage with XXXX different companies. Surely your systems should have seen this and identified the mistake A LONG time ago. Please fix this asap and give me my refund of {$6300.00}. 

They replied back saying this was not their problem but mine. How can I claim refund if I did not even know till I started looking at the escrow balance recently that they had paid XXXX different companies for the same insurance. Now the insurance company instead of refunding full {$6300.00}, is only giving me {$2200.00} and I am short by {$4000.00}. 

This is the loan servicing company response : -- -- -- -- -- -- - Please be advised, payment has been disbursed to XXXX XXXX  in the amount of {$4800.00} on XX/XX/year> and XXXX insurance in the amount of {$6300.00}. Furthermore, to view your payment history online, please review the following steps : Sign in your online portal by going to https : //myaccount.newrez.com It will direct you to the main login page. Your username is : XXXX Go to the Payments tab and select Payment History. 

It is your responsibility to obtain a refund from any previous insurance carrier you may have had at the time of your insurance policy change. Returning the refund check would avoid your escrow account from having a shortage. 

Furthermore, you may return the insurance refund check to replenish your escrow account online, by mail, or over the phone. To remit the payment online, please uncheck the box for your Regular Payment and select the box Escrow Only Payment. Your account must be current for this option. You may also send the escrow payment by mail : -- -- -- -- -- -- -- -- -- -- -- Please help me hold this company responsible for not validating that they were simultaneously paying XXXX different companies for same property insurance, despite my telling them that I only had insurance through XXXX. 

Thank you XXXX

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