Consumer complaint received 2019-04-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CT

Complaint narrative:
Summary : My mortgage company, NewRez, erroneously placed a Force-Placed Homeowners Insurance policy on my account. I have successfully proven to them that I have always maintained an adequate homeowners insurance policy. They removed the Force-Placed Homeowners Insurance policy but insist on charging me for the months that the policy was active. 
To me that is a direct violation of 12 CFR 1024.37 ( g ) ( 2 ) Law Involved : 12 CFR 1024.37 Specifically subsection ( g ) " ( g ) Cancellation of force-placed insurance. Within 15 days of receiving, from the borrower or otherwise, evidence demonstrating that the borrower has had in place hazard insurance coverage that complies with the loan contract 's requirements to maintain hazard insurance, a servicer must : ( 1 ) Cancel the force-placed insurance the servicer purchased to insure the borrower 's property ; and ( 2 ) Refund to such borrower all force-placed insurance premium charges and related fees paid by such borrower for any period of overlapping insurance coverage and remove from the borrower 's account all force-placed insurance charges and related fees for such period that the servicer has assessed to the borrower. '' There were numerous other violations in the past ( including failure to provide notice of force placed insurance, failure to provide reminder notice of force placed insurance ), but through my persistence, through numerous phone calls and emails, we were able to get past them and get to where we are now, there is no force placed insurance on my account. Now, one last step remains, the insurance premium that they have charged me is a duplicate charge. I should not be liable for that, as I have maintained proper insurance from the inception of the loan, and they have erroneously placed insurance on my plan without notifying me, and as it violated 12 CFR 1024.37 ( g ) ( 2 ) Detailed Facts : XX/XX/XXXX My loan is Closed, closing docs specify I, the client responsible for homeowners insurance. 
XX/XX/XXXX XXXX Transfers to NewRez XX/XX/XXXX Wrong HUD is attached to my file. The HUD specifies different customer name and a property in XXXX, instead of property in Connecticut where my loan was originated. 
XX/XX/XXXX Force-Placed Insurance is placed upon the account. No notification notice or reminder notification notice is sent in violation 12 CFR 1024.37 ( c ). No reminder is sent in violation of 12 CFR 1024.37 ( d ) XX/XX/XXXX First time I learn of the insurance through a recalculated escrow statement. 
XX/XX/XXXX First of many emails send, first of many hours spent on the phone with NewRez customer service. 
XX/XX/XXXX XXXX of insurance uploaded XX/XX/XXXX XXXX to fix everything. Force-Placed Insurance is removed from my account. 
XX/XX/XXXX New Escrow analysis statement and an additional charge of {$780.00} for hazard insurance that NewRez paid XX/XX/XXXX Email demanding removal of the charge sent, stating the charge is a direct violation of 12 CFR 1024.37 ( g ) ( 2 ) XX/XX/XXXX Another 41 minute phone call result refusal to remove the {$780.00} charge until NewRez gets refunded by the insurance company. 
XX/XX/XXXX Complaint filed. 

All additional information available upon request

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