Consumer complaint received 2021-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
To Whom it may concern, I had owned a property located at XXXX XXXX XXXX, XXXX  XXXX, VA XXXX from XXXX through XXXX. The mortgage had been managed by multiple servicers during this time. The mortgage provider through XXXX was NewRez XXXX  LLC dba Shellpoint Mortgage Servicing ( ShellPoint ). Starting XX/XX/XXXX ShellPoint started to taking money from my escrow account to pay themselves for what they claim was lender placed homeowners insurance. From XX/XX/XXXX through XX/XX/XXXX ShellPoint had taken {$1500.00} from the escrow without authorization and had raised the amount of money they were taking from my bank account in the automated payments for the mortgage. I have continuously had insurance on this property and have provided the policy documents to ShellPoint on multiple occasions. ShellPoint owes me {$950.00} to refund unauthorized charges for unnecessary " lender placed '' homeowner 's insurance even though I have had the property insured for 15 years under the same policies and provided ShellPoint the policy documents. 

I have had homeowners insurance on this property since its purchase in XXXX under the same policies through XXXX. There are two separate policies, one by XXXX and one by the Home Owners Association ( HOA ). I had provided copies of both these policies showing coverage from XXXX XXXX to ShellPoint on multiple occasions starting XX/XX/XXXX. To date, Shellpoint has only refunded me {$610.00}, leaving {$950.00} that they owe me.

I have made multiple documented attempts to collect this money from ShellPoint, but they appear to be playing games and making up excuse why they cant pay me. For example, they have stated that they had not received the HOA insurance policy documents. I had provided these on multiple occasions along with the XXXX policy documents. I had provided these documents through the email address they had given me. When I received a rejection notification from the email address because the mailbox was full, I submitted the policy documents through ShellPoints contact form on their website. After calling Shellpoint multiple times, they still claimed to not have received these documents. I sent them directly to two separate ShellPoint employees email addresses and called them to confirm they had received the documents which they did, and they confirmed the situation would be corrected. This is just one example of the type of situations I have been dealing with from ShellPoint. There have been multiple back and forth cycles with ShellPoint where they claim to not have all the policy documents and I resubmit them. Most recently I submitted all the policy documents again through Shellpoints webform on XX/XX/XXXX ( since their insurance document email address had not worked previously ). ShellPoint sent a letter back stating that the documents have to be sent to their insurance docs email address and that the HOA policy has to list the specific address of my property. The HOA policy covers the common property of the entire community. ShellPoint also has contact information for the insurance companies but makes no effort to get the clarification they need. After speaking with our insurer, their representative stated that ShellPoints behavior was highly unusual and that we were the first client who has contacted them about such a request since it is standard business practice for the mortgage servicers to reach out directly to the insurance companies. 
I have given up working directly with ShellPoint. In total, I have called them perhaps 8-10 times, have made 3-4 webform submissions and emailed them at least 6 times. I believe this is deliberate attempt by ShellPoint to steal money and cover up their crime with fabricated administrative confusion. I would appreciate the help of your office. 


Best regards, XXXX XXXX XXXX XXXX XXXX XXXX  LLC dba Shellpoint Mortgage Servicing. 
XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX https : //www.shellpointmtg.com/ Phone : XXXX Fax : XXXX Loan ID # XXXX

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