Consumer complaint received 2026-06-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
I am filing this complaint because Newrez has mishandled my homeowners insurance account, repeatedly provided conflicting information, and continues charging me for force-placed insurance despite my repeated efforts to resolve the issue. I do not have an escrow account. I pay my homeowners insurance and property taxes directly. There was a two-month lapse in my homeowners insurance coverage last year. However, I did not receive timely notice because the insurance-related notices were mailed to an old address. This is particularly concerning because Newrez had already been sending my regular mortgage statements to my current address. While routine correspondence consistently reached my current address, the important insurance notices did not, preventing me from addressing the issue before force-placed insurance was added. Once I became aware of the problem, I obtained homeowners insurance and promptly submitted proof of coverage to Newrez. I was repeatedly told that after they received my policy, the improper force-placed insurance charges would be removed and I would receive a refund or credit for the amounts I had paid after my own insurance was in place. Instead, Newrez changed its explanation and stated that the charges were related to the previous lapse. Even after I provided proof of active insurance, they continued charging me for force-placed insurance for months. I have now paid approximately {$1300.00} toward these disputed charges, and they continue adding additional charges every month. Most recently, I was told my account would be credited before this months mortgage payment was due. That did not happen. Instead, I was informed that I still owe the disputed balance. I have spent months trying to resolve this issue by phone and by submitting the documentation Newrez requested. I have received inconsistent explanations and promises that have not been honored. I respectfully request that Newrez : XXXX Review my account and verify when my homeowners insurance was reinstated. XXXX. Remove all force-placed insurance charges that overlap with my own active homeowners insurance coverage. XXXX. Refund or credit any amounts I paid for duplicate insurance coverage. XXXX. Provide a complete written accounting of every force-placed insurance charge, including the dates, amounts, and the reason each charge was assessed. XXXX. Investigate why insurance-related notices were mailed to an outdated address while my regular mortgage correspondence was successfully delivered to my current address. I am not disputing that there was a lapse in coverage. My complaint is that Newrez continued charging me after I provided proof of my own insurance, repeatedly assured me the issue would be corrected, and has continued billing me despite those assurances. After months of trying to resolve this directly, I am requesting regulatory assistance.

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