Consumer complaint received 2024-07-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I have been with this mortgage company, Newrez LLC, DBA Shellpoint Mortgage Servicing XXXXXXXX XXXX XXXXXXXX for barely a month and this has already been the worst experience of my entire homeowners life, not to mention the forever-nasty encounters with the rudest Customer Service Reps ever .

This company has had many lawsuits for deceptive practices and should be under continuous review for it because it is truly unacceptable. 

On XX/XX/XXXX, Shellpoint placed Wind Insurance on my account though I already had wind insurance in place. My wind policy at that time was effective XX/XX/XXXX to XX/XX/XXXX, and I uploaded that policy to them many times. It has now been renewed to XX/XX/XXXX. 

After many phone calls, I received a letter on XX/XX/XXXX, stating that the Lender Placed Wind Insurance was cancelled effective XX/XX/XXXX. However, they still haven't fixed my account or allowed me to pay my XXXX and XXXX payment. They also attempted to pay my Homeowners insurance policy, which was current with effective dates of XX/XX/XXXX to XX/XX/XXXX, and then renewed for XX/XX/XXXX to XX/XX/XXXX. NOW, they are attempting to force Escrow on my account.

I would like you to know that I have been in my home since XXXX and I have NEVER had an ESCROW account. On the day that I bought my home, I signed a contract with the bank that I would pay taxes and insurance separately and I have. Now, this NEW Servicer of my loan is trying to change the contract as well as do anything possible to force an Escrow account on an account that is paid in full. 

A printout of the Shellpoint transactions from XX/XX/XXXX, to present show the following : Date Transaction Type XX/XX/XXXX - {$5100.00} Escrow Disbursement Co-op no insurance required XX/XX/XXXX {$4000.00} Refund co-op no insurance required XX/XX/XXXX {$1000.00} Refund co-op no insurance required XX/XX/XXXX - {$3100.00} Escrow Disbursement Windstorm/Hail/Hurricane XX/XX/XXXX {$1300.00} Electronic Payment-Autopost and on and XXXX XXXX What the heck is this??? It seems that there is someone or a LOT of someone's in the Escrow and/or Insurance Department that are very incompetent and predatory and are trying to see what they can force on the consumer and get away with it. 

In addition to all this, they will not let me make my monthly payment for XXXX and now XXXX unless I pay {$1900.00} per month to cover what they say they have Escrowed and what they want to Escrow for the future and I HAVE NEVER ESCROWED and MY BILLS ARE PAID.

Today the Rep told me to just pay the {$1900.00} per month for the next 3 months because that is how long it will take for Escrow to review my account. Are you serious? How can you tell an XXXX  person on a fixed income to pay XXXX XXXX times what they signed up for as in " contract '' and to triple pay their insurance and taxes for the next 3 months. 

I have been calling daily and at times, several times a day. I want someone to review my account right away and remove the crazy Escrow that I shouldn't have and allow me to pay my payments.

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