Consumer complaint received 2022-09-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Upon getting notice that our Mortgage was now being serviced by NewRez aka Shellpoint Mortgage, we noticed that they had our address incorrect on our welcome packet. The letter was dated XX/XX/XXXX. Just less than a month after moving into our new condo. It is a little scary that our own mortgage company does not know our address. 
Our next correspondence was to ask us to change the address on our insurance policy to the incorrect one they had listed. That blew me away because it was more than just a typo. If I had had my insurance agent listed unit # XXXX versus XXXX like they wanted me to, it would impact Newrez negatively if they ever had to file a claim. However, mistakes happen and humans transpose numbers. I know I do. The customer service representative told me to just disregard the letter and I felt fine doing so. I wish I had held on to that letter now. I did not realize that it was going to continue like this. 
On XX/XX/XXXX NewRez sent a letter ( Newrez sent it to the wrong address ) stating that our flood policy was about to expire. Our master policy actually expired before the mortage and we had to bring an updated copy to our closing. Still, I sent both policies ( flood and XXXX ) to New Rez via website dashboard and document portal. 
We received another letter telling us that the insurance amount was insufficient and they needed {$250000.00} per unit. I re-sent, emailed, faxed, uploaded our policies to the portal again showing that our master policy has {>= $1,000,000}. If you divide that by the XXXX units, it is {$250000.00}. As always, I was told to disregard the letter and I was assured our payment was the same, so there was nothing to worry about. I truly thought everything had been corrected on my account by that point. I had definitely spent enough time working with Newrez to get everything correct. 
At that point, our mortgage was set to auto-pay. We thought our mortgage was on auto-pilot as it should be. We had absolutely no clue that they had truly force place flood insurance on us. 
On XX/XX/XXXX, we received a letter showing us that lender placed insurance was being charged to us. As a result, we had a negative escrow balance and our mortgage would be increasing by about {$500.00} per month. 
We had to pull all the paperwork out and call again. I came to realize that Newrez ( for wahtever reason ) is unable to request the COI for us. I contacted my property manager and asked for the XXXX COI. Unfortunately, the insurance company made a mistake this time and did not show the full amount of flood insurance. I contacted them myself to get everything fixed and emailed, faxed, uploaded the insurance information again. That was done today, so they have not had time to review it. 

Where we stand now is that we just made our XX/XX/XXXX payment for {$2000.00} versus the {$1800.00} that is should be. An agent did seem to help us last time by ordering an escrow work up to detect any mistakes or overpayment. She let me know that it might not be done in time for our XXXX payment. She said she escalated it. That was XXXX and she was more helpful than any of the previous Newrez agents at least. However, I don't feel comfotable relying on her help soley because of history. The fact that our payment has changed, but not to the original amount is concerning to me. 

At the very least, I have contacted NewRez by phone on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. This is not counting the times that I reached out via their " contact us '' section of the website and begged for a supervisor to contact me. I have tried every avenue possible. Each time taking away time from my own schedule, not getting my lunch break, etc. to fix my mortgage.I have saved most of the paperwork from Newrez. There was a letter or two that I threw away in the beginning because I never anticipated this type of problem. Plus, I am not sure if we received everything when they had our address wrong. I know there was a delay in receiving the ones we did get. I have begun to keep a record of every contact whether it be a phone call or a letter. This has been really confusing for me. It is hard for me to tell what is accurate and what is not. Newrez has been wrong every time except this last time ( the insurance company needed to correct their mistake this past time, but it was such an easy and quick fix ). I do not understand why someone in the Newrez insurance department did not reach out to the agency and do exactly what I did to fix the situation. They are the professionals. It feels weird that I am having to teach myself al lthis to keep from being overcharged. 
This all has gone far beyond a simple mistake. It borders on harassment. It is an awful feeling to pay your mortgage on time, keep your insurance policies up to date and still feel like you are in jeopardy of losing your home constantly. I am not trying to be difficult at all. I am just tired of the constant barrage of letters from my mortgage company and trying to decipher which ones I should actually pay attention to. At this point, I not only pay attention to all of them, I have been forced to learn so much on my own because I can't realy on accurate information from Newrez. It is not just the annoyance of the wrong address, being wrong about my insurance, etc. I am being overcharged by this company with no end in sight. How do I protect myself from this?

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