Consumer complaint received 2025-04-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Improper escrow opened with lender insurance placed. Misapplied payments to account during and after insurance was cancelled. 

Emailed sent XX/XX/XXXX & follow up again on XX/XX/XXXX below. 

I am requesting an audit of account and correction ( s ) to the above subject loan. I have been paying all my regular loan payment of {$1100.00} on time throughout this year as require by the note secured by the property at XXXX ******** **** **, **, XXXX. Even though I had adequate property insurance in place NewRez/Shellpoint opened an unwarranted impound/escrow account for lender placed insurance causing confusion on the account. Proof of Insurance was provided to NewRez/Shellpoint on two occasions prior to XX/XX/XXXX. Below is a somewhat brief detail of the events this year. 

XXXX Faxed Insurance Declaration pages to ( XXXX ) XXXX as per instructed by your Insurance Department representative instructions phone instructions the day before. She told that it is direct to them and they would have it updated in their system prior to the next billing statement. 

XXXX To my surprise from your XX/XX/XXXX letter that because no proof of insurance was provided you are placing lender placed insurance on the property. 

XXXX Upon my vacation return received a XX/XX/XXXX NewRez Escrow Statement XXXX Called NewRez/Shellpoint again and this time requesting that I email insurance declaration pages to XXXX XXXX I emailed both insurance policies ( XXXX XXXX XXXX XXXX XXXX 's wraparound policies for the property ) to the e-mail address given above XXXX Dated NewRez letter acknowledging homeowner had adequate insurance was provided and that the lender place insurance was cancelled. 

XXXX Nothing was corrected with account. Had to call XXXX and the representative said she would have to open to cases to be resolved. Escrow Analysis Case # ******** and Escrow Reversal Case # ******** XXXX With escrow still being collected I was told that I needed to put in a written request to have escrow removed referencing the two case numbers and with a live signature on bottom. Scan it and email to both XXXX & XXXX XXXX With escrow still showing I called NewRez/Shellpoint again. While discussing the account and the XX/XX/XXXX insurance premium disbursement of {$1100.00}, XX/XX/XXXX Insurance Refund of {$1100.00}. He noticed that my regular loan payment on XX/XX/XXXX of {$1100.00} went to Principal Amount. He said he was requesting an audit of the account as it appears incorrect. 

XXXXXXXX XXXX XXXXXXXX I called NewRez to inquired about result of audit and that I did not see correction in payment history as nothing had change. She said she can see it but couldn't tell me as to where/how and would email me it within 30 minutes. I received nothing. 

XX/XX/XXXX An Escrow Refund Check # _______ dated XX/XX/XXXX for {$890.00} was received by mail. 

In summary. An escrow should never been opened nor Lender Placed Insurance issued since I had provided Adequate Evidence of Insurance by XX/XX/XXXX well ahead of your deadline to provide. 

An audit of the account needs to be made and an written explanation made to the above history. The only outstanding balance due should be the {$890.00} amount check you sent me for escrow refund plus my normal P & I payment due XX/XX/XXXX. I would like a payment coupon sent to me so that the {$890.00} is properly applied. 

Also remove any derogatory credit reporting that has been made. Attached is Fax history of day the insurance declaration page sent and payment history statement from my NewRez online account. 

The company email response is shown below and no audit of account made. 

Dear ****, We received your recent inquiry and are still working diligently to provide you with a written response. However, its taking a bit more time than we thought it would. We apologize for the inconvenience and we thank you for your patience. 

Sincerely, Shellpoint Mortgage Servicing

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation