Consumer complaint received 2024-08-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
CFPB Complaint Number XXXX New Rez Loan No : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX to NewRez XXXX. Notices of expired insurance dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX were never received because they were sent to the wrong address. 
The correct address for Loan Number XXXX has always been XXXX XXXX XXXX, XXXX, NC XXXX and is shown on Attachment A, a copy of the mortgage statement. 
XXXX has been insuring this property since it was purchased XX/XX/XXXX and was effective until XX/XX/XXXX. Attachment B is a Billing Statement showing invoice and dates of coverage with an expiration date of XX/XX/XXXX so the insurance was in effect for XXXX and 6 months of XXXX. 
A new insurance policy ( Attachment C ) was purchased XX/XX/XXXX with effective dates of XX/XX/XXXX through XX/XX/XXXX and a refund check was issued by XXXX XXXX. We can provide documentation to support the refund check. 
Due to overage in escrow balance, refund check number XXXX, dated XX/XX/XXXX, was issued by NewRez, LLC in the amount of {$710.00}. This check has never been received because it was mailed to the wrong address. 
New insurance information was forwarded to NewRez, LLC, c/o Shellpoint Mtg XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX XXXX the new insurance XXXX XXXX and was uploaded XXXX XXXX XXXX XXXX when the insurance was purchased. 
New insurance was sent via certified, receipt requested letter dated XX/XX/XXXX ( Attachment D ). No receipt has been returned to the mortgage holders which indicates that the letter has not been signed for. 
After receiving the letter regarding insurance expiration and dated XX/XX/XXXX, ( the first letter sent to the correct address ), the new XXXX of XXXX and the Invoice on https : XXXX was uploaded again on XX/XX/XXXX. It was evident that the information had already been uploaded because the loan number and the policy number automatically populated. 
After reviewing the website on XX/XX/XXXX to see if the insurance documents were visible ( they werent ), NewRez was telephoned to talk with someone. Per instructions from XXXX XXXX, we again uploaded the Certificate of Insurance and the Invoice and emailed both to XXXX After reviewing the website again on XX/XX/XXXX to see if the insurance documents were visible ( they werent ), we again telephoned NewRez and spoke with XXXX XXXX. Per his instructions, we again uploaded the XXXX of XXXX and the Invoice which was due in 6 days. We also, again, emailed both documents to XXXX. 


XXXX. Mortgagee information has not been updated by NewRez and this is why the insurance policy holders and the mortgage holders are not the same. 
XXXX telephone calls were made to NewRez, XXXX requesting correct procedure to change the mortgage owners from XXXX XXXX XXXX and XXXX XXXX XXXX to XXXX XXXX XXXX, XXXX ( a newly formed XXXX that is owned jointly by XXXX XXXX XXXX and XXXX XXXX XXXX ). 
Correct procedure was that we would receive a form via email. We never received a form via email. 
The Articles of Incorporation and Insurance Policy Information have been uploaded on XXXX Contact Us portion of their website at least XXXX times. 
A certified, receipt requested letter dated XX/XX/XXXX ( same letter as referenced above ) included the Articles of Incorporation for LLC for XXXX XXXX XXXX, XXXX requesting that mortgagee names be changed to the LLC. Receipt of the letter has never been acknowledged by NewRez. 

- Shellpoint Mortgage Servicing XXXX XXXX XXXX ADDRESS FOR PAYMENT OF MORTGAGE XXXX, TX XXXX - NewRez, XXXX XXXX XXXX XXXX ADDRESS AT TOP OF MORTGAGE STATEMENT XXXX, TX XXXX XXXX Insurance Documents ADDRESS TO PROVIDE UPDATED INSURANCE NewRez, XXXX XXXX XXXX SEE PAGES XXXX, XXXX AND XXXX OF XXXX XXXX, MI XXXX RESPONSE TO CFPB COMPLAINT As you can see from the above information, we tried numerous times in numerous ways to provide correct information and to follow proper protocol to avoid nonpayment and confusion, but NewRez is difficult ( to say XXXX least ) to communicate with. It is very difficult to talk with a person but when you can, they are very personable and willing to help but nothing seems to be communicated to the appropriate department. They have both our cell phone numbers and our email addresses. Why didnt someone contact us after getting no response to the insurance notices in XXXX? 
What I suggest as a resolution : XXXX. What do we need to do to change the mortgage information to XXXX XXXX XXXX XXXX. 
XXXX. Refund to us insurance payments we made to XXXX XXXX for {$1700.00} for XX/XX/XXXX XX/XX/XXXX and to XXXX XXXX for {$880.00} for XX/XX/XXXX XX/XX/XXXX and {$710.00} for the escrow overage in XXXX ( Check number XXXX issued by NewRez and dated XX/XX/XXXX. ) Attachments : A Updated mortgage statement B Nationwide Insurance billing notice with effective dates of insurance C Certificate of Insurance/Foremost effective XX/XX/XXXX XX/XX/XXXX D XXXX XXXX XXXX return receipt requested

Company response to consumer: Closed with explanation