Mortgage -- Trouble during payment process -- Complaint #9379008
Complaint Overview
Complaint ID: 9379008
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: Florida
ZIP Code: 33141
Date Received: 2024-06-28T12:00:00-05:00
Date Sent to Company: 2024-06-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
New Rez should be reviewing our master XXXX policy from XXXX. XXXX # XXXX ( XXXX XXXX ) and our XXXX XXXX XXXX policy # XXXX ( that we have had from the inception of our loan!! ). You will find that we have sufficient coverage, the mortgagee clause is correct and you have been overcharging us. Again, the confusion comes from us sending Newrez our CORRECT policies every year and then getting inundated with letters that are incorrect and confusing. I will not stop until this is fixed. I can provide and have provided proof of sufficient coverage for the entirety of my loan. You can call our agent, ( XXXX ) XXXX and they can confirm the same thing as far as wind coverage. The wind coverage is on XXXX XXXX XXXX policy # XXXX. REFUND the money you took from us because your insurance department isn't doing their job properly. FIX OUR ACCOUNT. You have cost us so much money and time. This is illegal, unprofessional, and incompetent. It is time for us to submit the updated policies for XXXX. This complaint is NOT about that. It is about overpaying for XXXX. You keep saying it is because of the XXXX policy. That was an ADDITIONAL policy we sent you out of confusion. This issue continues to cost us money, time and peace. If you have an overseas company reviewing our insurance, they are messing it up. Not everyone can afford these mess ups. We continue to pay in order to avoid foreclosure, but imagine if your rent or mortgage payment suddenly went up and it was not warranted. DO NOT send me another letter explaining insurance requirements. We understand them. The issue is with your insurance department. Our next step is an attorney. It is simple to resolve on your end. All it takes is a supervisor reviewing the two policies, refunding the money like you did last year and not repeating the same mistake this year.
Frequently Asked Questions
What is Complaint #9379008 about?
Complaint #9379008 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-06-28T12:00:00-05:00.
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.