Mortgage -- Trouble during payment process -- Complaint #7875505
Complaint Overview
Complaint ID: 7875505
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: California
ZIP Code: 94115
Date Received: 2023-11-19T12:00:00-05:00
Date Sent to Company: 2023-11-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I've had my current mortgage since XXXX. It's been sold a few times. It was bough earlier this year by Newrez. I received a letter dated XX/XX/XXXX that they didn't have documentation that I had required XXXX hazard insurance and they would be buying an expensive version of this insurance " for me ''. I called XXXX XXXX who confirmed that I did have this insurance with them ( I've had it for many years ) and that they had already informed Newrez when they bought my mortgage. They already had the info on file that Newrez had bought my mortgage. They uploaded the info *again* to Newrez while I was on the phone with them ( on XX/XX/XXXX ) and said it should all be good. I called Newrez back on XX/XX/XXXX with this info and the details of my insurance. They claimed they did not have this info and I emailed them photos of my XXXX XXXX insurance *again myself*. The Newrez agent confirmed that she received these documents and uploaded them to my account and all should be good and that NewREz would cancel their plans to buy me expensive XXXX insurance and that I'd get a letter to that effect. Instead, on XX/XX/XXXX I received a letter ( dated XX/XX/XXXX ) that was a " Second and final notice '' that i didn't have this HOA insurance and they planned to buy it for me at the ridiculous cost of $ XXXX ( my current insurance with XXXX XXXX is under XXXX XXXX ). I now need to call NewRez a second time ( their hold time is long of course ) to fix this. Can your group be of assistance to assure this is fixed? Can NewRez be fined if this is a common practice of theirs? It smells like a scam to me to sell overpriced insurance to low-information homeowners. Thank you.
Frequently Asked Questions
What is Complaint #7875505 about?
Complaint #7875505 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-11-19T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Shellpoint Partners, LLC?
Yes, visit the Shellpoint Partners, LLC company profile at readthecomplaint.com/company/shellpoint-partners-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.