Consumer complaint received 2024-03-25 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:
On XX/XX/XXXX, I received a notice from XXXX XXXX XXXX XXXX XXXX XXXX  stating that " A second request for payment was sent to your mortgagee at the address listed below. Please verify with the mortgagee that payment payment will be made by the due date, as you will be billed for any unpaid amount and your policy subject to cancellation. '' NEWREZ LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PAYMENT PLAN- 1 PAY PLAN The bill was for the amount of {$2.00}, XXXX. 
On XX/XX/XXXX, I contacted NEWREZ via telephone and rOn XX/XX/XXXX, I received a notice from XXXX XXXX XXXX XXXX XXXX XXXX stating that " A second request for payment was sent to your mortgagee at the address listed below. Please verify with the mortgagee that payment payment will be made by the due date, as you will be billed for any unpaid amount and your policy subject to cancellation. '' NEWREZ LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PAYMENT PLAN- 1 PAY PLAN The bill was for the amount of {$2.00}, XXXX. 
On XX/XX/XXXX, I contacted NEWREZ via telephone and equested an explanation as to why they did not pay my homeowners insurance, I was told that " I was to pay the policy on my own '', I have always paid my insurance through escrow along with my property taxes.

I paid the insurance online in the amount of {$2600.00} in efforts to prevent cancellation. 
On XX/XX/XXXX, I received an email from NEWREZ that they paid my homeowners insurance for the in the amount of {$2600.00}. I contacted customer service and informed them that I paid the insurance on XX/XX/XXXX, and requested a refund, I was told " you have to contact the insurance company and request a refund ''. Once I received the refund, I contacted NEWREZ to inform that I found a less expensive policy with XXXX XXXX XXXX XXXX XXXX that was in effect on XX/XX/XXXX. The agent submitted the new policy to NEWREZ. I paid the full amount of {$1300.00} for the new policy. 
I have contacted the NEWREZ Insurance Department regarding updating my account on several occasions and was told that they have not received the new policy, on XX/XX/XXXX, I submitted the new policy along with the declaration via email utilizing the email provided by NEWREZ insurance department. I received an email confirming receipt of the policy upon submission. Today, XX/XX/XXXX, I received a letter from NEWREZ stating that " their records show that my hazard insurance expired and they do not have evidence that I have obtained coverage. I contacted NEWREZ insurance department and provided the information again, received confirmation from the customer service representative that it was received. She informed me that I would have to contact customer service to request an escrow analysis. In XX/XX/XXXX, I had an overage in my escrow account. As of today, XX/XX/XXXX, I have a negative balance of {$1700.00} I contacted NEWREZ customer service requesting an escrow analysis and was told that I would have to contact the insurance department. I am constantly redirected to the insurance department without any resolution.

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