Consumer complaint received 2024-08-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Dear CFPB, I am writing to file a formal complaint against Shellpoint Mortgage for unjust practices related to lender-placed flood insurance on my property and their failure to properly acknowledge our property tax exemption with XXXX XXXX XXXX Despite multiple attempts to provide them with the necessary documentation, Shellpoint has disregarded my submissions and proceeded to purchase a lender-placed flood insurance policy and continues to withdraw property tax amounts that we are exempt from paying. 

Summary of My Attempts to Provide Required Documentation : Flood Insurance Policy Submission : Date : XX/XX/XXXX Method : Uploaded the master flood insurance policy to the designated web portal ( XXXX ). 

Follow-Up Attempts : XX/XX/XXXX : Re-uploaded the flood insurance policy to the web portal after receiving another request from Shellpoint. 
XX/XX/XXXX : Sent the policy via email and mail to Shellpoint, ensuring that all required documents were provided. 

Phone Calls : XXXX to XX/XX/XXXX : Made numerous attempts to contact Shellpoints insurance department by phone. On multiple occasions, I waited on hold for over two hours, requested callbacks, but never received any response. 

Email Communication : XX/XX/XXXX : Sent an email directly to Shellpoint outlining my efforts to provide the necessary documentation and attached the flood insurance policy again. In this email, I explicitly requested confirmation of receipt and that my loan account be updated accordingly. 

Property Tax Exemption Notification : We were granted an exemption from paying property taxes with XXXX XXXX under the XX/XX/XXXX Wildfire Long Term Rental Exemption act. This exemption began on XX/XX/XXXX, and is valid until XX/XX/XXXX. 

Since XX/XX/XXXX : I have contacted Shellpoint on numerous occasions to notify them of this exemption and requested that they update our loan accordingly. I have even emailed them a copy of the approval of the exemption from XXXX XXXX. Despite this, Shellpoint has continued to withdraw property tax amounts from our account. 

Despite these efforts, I received a letter dated XX/XX/XXXX ( which was only received in the mail today on XX/XX/XXXX ), stating that Shellpoint has purchased a lender-placed flood insurance policy in the amount of {$4300.00} because I allegedly failed to provide the required documentation. This is blatantly false, as I have provided the documentation on multiple occasions and through various methods. Additionally, they continue to disregard the property tax exemption, causing unnecessary financial strain. 

Request for XXXX : I respectfully request that your agency investigate Shellpoint Mortgages handling of these matters. Their lack of responsiveness and failure to properly manage documentation has resulted in unnecessary and potentially costly actions. I would like the lender-placed flood insurance policy removed, our existing policy properly registered, and a refund for the improperly withdrawn property tax amounts. 

Please find attached copies of my correspondence with Shellpoint, including the flood insurance policy, the letter dated XX/XX/XXXX, and the XXXX XXXX property tax exemption approval. 

Thank you for your attention to this matter. I look forward to your assistance in resolving these issues. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation