Consumer complaint received 2019-08-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
On XX/XX/XXXX, my loan servicing transferred from XXXX XXXX to New Penn Financial, who subsequently changed their name to New Rez. I do not/have not had an escrow account to pay my taxes or insurance. New Penn/New Rez failed to inform/notify my homeowners insurance company of the servicing transfer ( this had never happened previously in the 15 years I have been in my home ). 

In mid XXXX, I received a notification that I had no homeowners insurance and I was going to have insurance force placed on my account. I called New Rez,  advised them I absolutely had valid/active homeowners insurance. They requested I have my insurance company fax the deck page, which I did. New Rez confirmed they received my deck page and the policy was appropriate. 

In XXXX, I received my statement and noticed that there was an escrow amount that I " owed. '' On XX/XX/XXXX, I called New Rez and they claimed that the information that they received from my insurance company showed my policy began on XX/XX/XXXX so I needed force-placed insurance from XX/XX/XXXX - XX/XX/XXXX. That, of course, makes no sense as my policy has renewed on the same day for many years. NOTE - I am specifically requesting from New Rez the evidence they received that shows my policy began on XX/XX/XXXX as I believe they made an error that was never corrected. 

In any event, on XX/XX/XXXX, I downloaded a .pdf of my deck page and emailed it directly to XXXX XXXX at New Rez . The deck page showed my policy number, property address, and policy term which was clearly XX/XX/XXXX - XX/XX/XXXX. I considered the matter closed at this time. 

In early XXXX ( I was out of the country for the last 2 weeks of XXXX ), I reviewed my monthly statement from New Rez which STILL showed the force placed amount. Again, I called New Rez on XX/XX/XXXX and happened to speak to Mr. XXXX again. I asked why I had a force placed amount on my account as I had provided evidence that I have a valid preferred policy in place. Mr. XXXX advised that the deck page I had sent didn't have my name on it ( I  provided what was available by my insurance company on their website ). I asked why New Rez believed they had a reasonable basis to force place insurance when the deck page I provided had my policy number and property address which was the same as what my Insurance company had provided. Mr. XXXX didn't appear to understand the 1024.37 ( b ) reasonable basis requirement that I had failed to comply with the term of my mortgage agreement to maintain appropriate homeowners insurance. Mr. XXXX refused to answer my request to provide the reasonable basis they were relying on to force place insurance - only stating the deck page I provided didn't have my name. I asked if the property address and policy number on the document I provided matched the information ( which of course it does ) provided by my insurance company. Mr. XXXX refused to respond to my question. 

Extremely frustrated, I called my insurance company and, on XX/XX/XXXX @ XXXX PST my full policy which included my name, the effective date of the policy ( which clearly shows a policy effective date of XX/XX/XXXX ). I was copied on the email. 

Today, I looked at my online account at New Rez and they STILL applied an amount to escrow for a incorrect force placed insurance policy that violates 1024.37. 

All throughout this process, New Rez never once made a call to my Insurance Company in any effort to try and obtain clarification. All throughout this process, New Rez never once made a call to me to try correct the issue, even though I was clearly attempting to do so.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation