Consumer complaint received 2024-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
Urgent : Escrow Mismanagement and Insurance Payment Discrepancies I am writing to express significant concerns regarding the management of my escrow account, specifically related to the payment of my mortgage insurance premiums. Since the settlement and closing of my mortgage on XX/XX/XXXX, I have diligently ensured that all required funds were available in my escrow account for such disbursements. Despite my compliance, several distressing issues have arisen concerning the payment of my mortgage insurance, resulting in undue stress and potential risk to my coverage. 
It has come to my attention that the funds allocated in my escrow account for mortgage insurance have not been appropriately disbursed to XXXX XXXX. This oversight has led to multiple distressing communications from the insurance company, threatening to terminate my coverage due to non-payment. This situation is not only alarming but unacceptable, as it jeopardizes my compliance with mortgage conditions and my propertys security. To address and resolve these issues effectively, I kindly request the following actions and information : A detailed statement of my escrow account transactions from XX/XX/XXXX, to present, highlighting disbursements made for mortgage insurance. An explanation as to why the funds were not transferred to XXXX XXXX despite adequate balance within the escrow. Immediate rectification of the payment issue with XXXX XXXX, including confirmation of payment sent and expected date of coverage reinstatement. Review and adjustment of escrow analysis to prevent future discrepancies and ensure accurate and timely payment of all necessary charges. Confirmation of the policies and procedures that govern the management of escrow accounts under your administration, specifically how such discrepancies are handled and the rights reserved for the mortgagor in these situations, including arbitration procedures. I trust that NewRez  XXXX Shellpoint Mortgaging Services values its clients and the importance of adhering to the terms agreed upon at the closing of the mortgage. I am prepared to take necessary legal actions to ensure my rights are protected and the issues with my escrow account are rectified in compliance with applicable laws. Please treat this matter with urgency and respond to my queries within ten business days from the receipt of this letter. I appreciate your immediate attention to this matter and look forward to a swift and satisfactory resolution. 

Also see attached, an email from XXXX XXXX stating that they had not received payment from my mortgage company and asking that I seek to figure out the issues. The company said in the email that if payment wasn't received within a certain date that my coverage would lapse. Also during a telephone conversation, the company stated the mortgage company had a history of paying late on my account. There are several more emails from the insurance company regarding this subject and will provide them once they are located. 

Additionally, this complaint is separate from the one filed with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX, concerning access to my securities, which involves potential securities fraud and violations of the Equal Credit Opportunity Act and the Consumer Credit Protection Act. Please treat these issues distinctly to ensure each is addressed comprehensively. Attached is a letter sent to me from the servicer stating they are working to gather the requested information and will foward it as soon as possible. The letter also stated that their address is : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX PA XXXX as is the first that I have heard of this address. I am looking forward to hearing from Newrez Mortgage as soon as possible regarding the above concerns and the concerns written to CFPB on XXXX.

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