Consumer complaint received 2024-11-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: HI

Complaint narrative:
CFPB Complaint : NewRez Mortgage Servicer Harassment Consumer Information Name : XXXX XXXX XXXX XXXX XXXX : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX Loan Number : XXXX Property Type : Condominium Unit ( XXXX of XXXX units in complex ) Company Information Company Name : NewRez Mortgage LLC XXXX XXXX XXXX XXXX XXXX, MI XXXX Nature of Complaint Summary NewRez Mortgage LLC is engaging in XXXX XXXX and harassment of an elderly borrower ( age XXXX ) regarding insurance verification, despite receiving multiple confirmations of coverage through the property 's master insurance policy. They have repeatedly demanded documentation that has already been provided and assessed improper fees. https : XXXX Documented Pattern of Harassment Payment History Evidence Account shows consistent, timely payments made every month Regular payment amount : {$1500.00} No legitimate late payments in payment history Multiple improper late charge assessments of {$76.00} Pattern of assessing and then waiving late charges, indicating improper charges Specific Late Charge Incidents XX/XX/XXXX : {$76.00} Late Charge Payment XX/XX/XXXX : {$76.00} Late Charge Assess XX/XX/XXXX : {$76.00} Late Charge Assess XX/XX/XXXX : {$76.00} Late Charge Assess These charges were assessed despite timely payments Insurance Documentation Timeline XX/XX/XXXX : Email from XXXX XXXX XXXX XXXX XX/XX/XXXX : Insurance verification sent Multiple insurance-related transactions visible in account history : XX/XX/XXXX : {$1400.00} Insurance Refund XX/XX/XXXX : {$240.00} Insurance Premium Disbursement XX/XX/XXXX : {$240.00} Insurance Premium Disbursement XX/XX/XXXX : {$730.00} Insurance Premium Disbursement Evidence of Property Coverage Property is part of XXXX XXXX XXXX 's master policy Insurance verification sent XXXX times Management company XXXX XXXX XXXX ) has repeatedly confirmed coverage Evidence of insurance premiums being paid through escrow Impact on Consumer Financial Harassment Repeated improper late fees of {$76.00} Multiple forced insurance premium disbursements Pattern of charging and waiving late fees, creating stress and confusion Unnecessary fees despite clear payment history Emotional Distress Continuous harassment despite documented compliance Repeated demands for already-provided documentation Stress on elderly borrower ( age XXXX ) Fear of losing insurance coverage despite having coverage Pattern of Predatory Behavior Targeting elderly borrower Repeatedly demanding already-provided documentation Assessing improper late fees Creating artificial insurance coverage issues Ignoring master policy documentation Multiple insurance-related transactions suggesting force-placed insurance threats Requested Resolution Immediate Actions Required : Cease harassment regarding insurance verification Refund all improperly assessed late charges Acknowledge master policy coverage Correct account records Provide written confirmation of proper insurance status Systemic Changes : Implement proper documentation procedures Create safeguards against elderly harassment Establish clear communication protocols Prevent improper late fee assessments Consumer Protection : Flag account to prevent future harassment Provide written apology Compensate for emotional distress Establish single point of contact Supporting Documentation Available Payment history showing improper late charges Insurance verification submissions Email correspondence with management company Master policy documentation Evidence of multiple insurance verifications Record of improper fees and charges Legal Considerations XXXX. Violation of Fair Debt Collection Practices Act XXXX. Elder abuse under Hawaii state law XXXX. Unfair and deceptive practices XXXX. Consumer protection violations XXXX. Banking regulation violations XXXX Transactions XX/XX/XXXX : Insurance verification sent XX/XX/XXXX : Email from XXXX XXXX requesting XXXX XX/XX/XXXX : {$76.00} Late Charge Payment XX/XX/XXXX : {$76.00} Late Charge Assessment XX/XX/XXXX : {$76.00} Late Charge Assessment XX/XX/XXXX : {$76.00} Late Charge Assessment XX/XX/XXXX : {$1400.00} Insurance Refund XX/XX/XXXX : {$240.00} Insurance Premium Disbursement XX/XX/XXXX : {$240.00} Insurance Premium Disbursement XX/XX/XXXX : {$730.00} Insurance Premium Disbursement Regular Payment Pattern Monthly Payment Amount : {$1500.00} Principal Portion : Increasing from ~ {$630.00} to ~ {$660.00} Interest Portion : Decreasing from ~ {$880.00} to ~ {$850.00} Escrow Amount : {$59.00} ( current ) Recurring Issues Insurance Verification Demands Multiple requests for same documentation Ignoring previously submitted verification Repeated demands despite master policy Late Fee Pattern Regular assessment of {$76.00} late fees Pattern of charging and waiving No actual late payments documented Website Access Issues Documentation upload problems Login verification issues Payment processing errors Phone Communications Multiple calls demanding insurance verification Repeated requests for already-provided information Inconsistent information from representatives Documentation Status Insurance Verification : Sent by XXXX XXXX XXXX Sent by XXXX XXXX XXXX Confirmed multiple times by management Part of XXXX master policy Payment Records : All payments made on time Regular monthly amount : {$1500.00} Consistent payment history Improper late fee assessments

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