Consumer complaint received 2025-08-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: UT

Complaint narrative:
I am writing to file a formal complaint regarding the handling of my property insurance documentation for my home located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX  XXXX. I have owned this property for over XXXX years. When I initially obtained my mortgage loan, it was under my maiden name, and I completed an AKA form to document other names used. 

Each year, I receive a request from my servicer, Newrez, asking for a copy of my XXXX insurance policy. I provide this information promptly every year. However, I am extremely frustrated with the ongoing communication issues and mishandling of my account. 

Most recently, I received another letter from Newrez requesting my XXXX policy, despite having uploaded the current policy weeks prior. Following that, I received a notice stating that the name on my insurance policy does not match the name on the loan, which remains in my maiden name. For over a decade, I have submitted insurance documents without issue, and this is the first time anyone has claimed the name discrepancy requires correction. Newrez has my AKA form on file, and the insurance policy clearly shows active coverage on the property. 

I contacted Newrez to address this, and the representative assured me that my insurance was accepted. However, on XX/XX/XXXX, I received another letter stating that Newrez had placed forced insurance coverage on my account. When I called again, I was told that the force-placed insurance was for the period of XXXX to XXXX because, during an audit, they allegedly found no proof of coverage. At no point did their letters indicate they were searching for prior-year insurance documentation. Furthermore, they indicated forced insurance was added for coverage from XX/XX/XXXX, to XX/XX/XXXX, even though there is no lapse in coverage. 

I provided evidence showing continuous coverage through my existing insurance carrier, including a copy of my declarations pages confirming coverage from XXXX through XXXX. During my call, I had to wait on hold while the representative attempted to contact my insurance company, ultimately leaving a voicemail. 

Additionally, every time I attempt to upload documentation through XXXX XXXX, the system fails to locate my loan, or the site is down, requiring me to call in and manually provide information. This is an ongoing issue that has made it unnecessarily difficult to resolve even simple matters. 

It should not matter whether the name on my insurance policy matches my maiden name, especially when Newrez already has an AKA form on file. The property is clearly insured, and I have consistently provided proof of coverage year after year. I do not experience these problems with any other companies, only Newrez. 

I am filing this complaint because Newrez has been extremely difficult to work with, their system processes are flawed, and their communication regarding insurance documentation has been unprofessional and confusing. This situation has caused unnecessary stress and wasted my time, despite my efforts to comply and provide the requested information.

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