Consumer complaint received 2025-05-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
NewRez ( Shellpoint ) purchased my mortgage in XXXX from XXXX XXXX, the original mortgagor originated in XXXX. When NewRez purchased my mortgage, I did not at the time have and had not had a wind and hail rider on my condo homeowners policy with XXXX XXXX ( XXXX ). 

In XX/XX/XXXX, our Condominium Homeowners Association ( HOA ) replaced our building wind and hail policy with another company, XXXX XXXX XXXX. It was then the only wind and hail policy I knew of and had. 

On XX/XX/XXXX, NewRez informed me that the wind and hail policy expired and that I send them evidence of a wind and hail policy. I submitted evidence using their online website ( https : XXXX ), which indicated I had successfully submitted the file and that I would receive an email if there is an issue. 

On XX/XX/XXXX, I received letter dated XX/XX/XXXX, stating my wind condo unit owners XXXX XXXX  ) insurance expired. Again, the only wind and hail policy I knew was our building wind and hail policy I did not have a unit owners wind and hail policy that expired. Again, I submitted evidence online of the only wind and hail policy we had, which was for the building. Again, their website said successfully submitted and I would be contacted if there are any problems. 

On XX/XX/XXXX, I received another letter dated XX/XX/XXXX, stating they still had not received evidence of a wind and hail policy. I called to ask why because I had submitted twice now, online. The gentleman taking my call said NewRez had some issues with their online website. I asked how I could send them evidence of wind and hail policy. He provided me an email ( XXXX ) to which I attached the file containing evidence of building wind and hail policy. Upon receiving, he said it looks good, he uploaded the doc and all should be okay, dont need lender placed wind and hail policy. 

On XX/XX/XXXX, I received letter dated XX/XX/XXXX, stating NewRez took out a lender-placed wind and hail policy because they had not received proof of wind coverage. My initial thought, the letter must be in error so I sat it aside. 

On XX/XX/XXXX, I viewed my mortgage escrow account. I noticed NewRez had deducted three months of premiums ( XXXX - XX/XX/XXXX ) from my escrow account in the amount of {$600.00} on XX/XX/XXXX. I called NewRez to inquire and the representative explained that I was underinsured and that I needed to have wind and hail on my condo unit owners policy. We then conferenced in my XXXX XXXX agent, in which XXXX XXXX added Wind & Hail in the amount requested, which was basically the balance owed on my mortgage at that time ( new XXXX policy issued, Policy Number XXXX ). I did not have wind and hail before and I did not have wind and hail on my condo unit owners policy when NewRez purchased my mortgage in XXXX, nor in prior or subsequent years. Simple fact, my unit owners wind and hail did not expire, because I did not have it ( XXXX Policy Number XXXX ). The only wind and hail policy I knew was our building policy which transferred to a new company in XX/XX/XXXX. 

On XX/XX/XXXX, I called NewRez to inquire why my escrow account had not reimbursed since I obtained wind and hail per their request on my unit owners policy on XX/XX/XXXX. At first the representative said I did not have wind and hail on my unit owners policy and I told her to look again. Once she confirmed in their system with XXXX XXXX, I was reimbursed the cost from XX/XX/XXXX to the end of XX/XX/XXXX in the amount of {$100.00}. She said she could not reimburse for the balance of the {$600.00} NewRez had deducted from my escrow account. 

On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I talked to a number of NewRez representatives, each time requesting to speak with a manager or someone higher up in the organization who could remedy reimbursing me escrow with the balance of that removed on XX/XX/XXXX. On XX/XX/XXXX, I was told that NewRez does not and will not reimburse my escrow account. 

Despite my multiple attempts in good faith to address this matter, I received inadequate and inaccurate communications from NewRez representatives. At no time did I receive acknowledgement ( other than as previously stated on their online website ) that they received and reviewed what I submitted and here is why it is inadequate. I gave NewRez what I knew and what I had. The fact is, I did not have a unit owners wind and hail policy that expired, but yet I am the one paying for their representatives poor and inadequate communications.

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