Consumer complaint received 2026-03-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
For several years I have submitted Insurance evidence to the mortgage company, Newrez LLC, only to have the company force insurance on property when I did actually have the insurance. The problem continues to be repeated no matter what I do. I continue to get forced into expensive insurance and they fail to refund the overage. This is the correspondence that i sent today along with another update of ALL required insurance. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XX/XX/XXXX Newrez LLC XXXX : Customer Resolution / Notice of Error XXXX XXXX XXXX XXXX, XXXX XXXX RE : RESPA Notice XXXX XXXX XXXX Insurance Loan XXXX Borrower : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX : XXXX Email : XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Monthly XXXX : {$1100.00} Preferred Contact for Response : Email : XXXX Mail : address listed above XXXX Summary Valid insurance coverage has been continuously maintained for the property located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Despite repeated submissions of proof of coverage since XX/XX/XXXX, the mortgage servicer has repeatedly applied lenderplaced hazard insurance to the loan account. This increased the monthly payment from {$1100.00} to approximately {$1400.00}. The lenderplaced insurance was cancelled once in XX/XX/XXXX but later reappeared despite continued proof of valid insurance coverage. The insurance documents showing continuous coverage are again attached. Demand for Resolution 1. Permanently remove all lenderplaced hazard insurance from the loan account. 2. Mark the insurance record as compliant in the insurance tracking system. 3. Perform a corrected escrow analysis and restore the proper monthly payment of {$1100.00}. 4. Refund all lenderplaced insurance premiums and related charges applied during periods when valid insurance coverage existed. 5. Provide written confirmation that the insurance file has been permanently corrected to prevent recurrence. Timeline of Communications and Insurance Submissions XX/XX/XXXX Insurance documentation submitted to the mortgage servicer. XX/XX/XXXX Email sent to XXXX providing insurance documentation and requesting correction of payment. XX/XX/XXXX Called insurance department ; representative indicated payment would return to {$1100.00}. XX/XX/XXXX Insurance policies submitted through the online insurance portal using tracking code XXXX. XX/XX/XXXX XXXX declaration page submitted through the portal. XX/XX/XXXX Called mortgage servicer; advised interior windstorm coverage required. XX/XX/XXXX Submitted flood, wind, liability, mitigation report, and dwellingfire policy. XX/XX/XXXX Called mortgage servicer ; escrow analysis expected to be adjusted. XX/XX/XXXX Insurance documentation submitted online. XX/XX/XXXX Letter mailed with declaration pages confirming flood, hazard, windstorm and interior wind coverage. XX/XX/XXXX Full insurance package submitted online and via XXXX requesting refund. XX/XX/XXXX Representative stated issue related to hazard coverage identification in HOA policy. XX/XX/XXXX Notice received of increased mortgage payment due to forceplaced insurance. XX/XX/XXXX Updated Citizens policy showing XXXX XXXX as Additional Interest submitted. XX/XX/XXXX Mortgage servicer confirmed cancellation of lenderplaced hazard insurance. XX/XX/XXXX Insurance department requested additional Citizens documentation. XX/XX/XXXX Provided evidence of insurance confirming coverage XX/XX/XXXX XX/XX/XXXX. XX/XX/XXXX Declaration page mailed confirming interior wind coverage. XX/XX/XXXX Contacted servicer after charges returned ; payment increased to ~ {$1400.00}. Insurance Coverage Provided as Enclosed 1. Citizens XXXX additional insured # XXXX XXXX. Citizens XXXX Wind Interior # XXXX XXXX. HOA XXXX XXXX # XXXX XXXX. HOA Master Property-Hazard Policy # XXXX XXXX. XXXX XXXX Policy # XXXX Additional documents were provided as described in the Communications log above Formal Notice of Error This correspondence constitutes a formal Notice of Error under the Real Estate Settlement Procedures Act ( RESPA ) mortgage servicing rules. Because valid insurance coverage has been continuously maintained, the lenderplaced insurance applied to the loan account is incorrect. Please investigate and correct this servicing error and provide written confirmation of the actions taken. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Phone : XXXX Email : XXXX XXXX

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