Consumer complaint received 2023-08-31
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
On XX/XX/2023, I mailed my loss draft ( {$41000.00} with all supporting documents ) in overnight mail, and it was received by NewRez XX/XX/2023, at XXXXXXXX XXXX. I called XX/XX/2023, and was advised it was received XX/XX/2023 ( even though I have record it was received on the XXXX. At that time, I was advised it takes 6-8 days to process and get a payment sent to me. I called again on XX/XX/2023, to check the status of the payment being issued to me. I was again advised I needed to give the company 6-8 business days to review and complete. I called again on XX/XX/2023, which was the ninth business day. I was advised the check hadnt been sent out to me yet, even though it showed it had been deposited by your company on XX/XX/2023. I now was advised it takes 8-10 business days for approval and to authorize payment. At this time, I decided I was going to refinance and go to another company, even though I had a 3.325 % APR. I had over {$50000.00} damage on my house due to a hailstorm and I couldnt pay the 50 % down payment all the contractors want to start repairs. On XX/XX/2023, I spoke with Supervisor XXXX XXXX in the Loss Draft department. She had advised me the payment had been approved, but it takes 2-3 days to process. She reassured me they would send the payment in the 2-day tracking return envelope I paid for so I could see when it was sent out and track it. On XX/XX/2023, I hadnt seen any activity on my return envelope, so I called in again and spoke with XXXX in Loss Draft department. She initially said it had XXXX had advised me two days ago. She put me on hold and came back with an attitude saying, youre going to have to wait for the processing which takes 8-10 days. I admit I became very angry and demanded a supervisor and she transferred me to XXXX. XXXX advised me there was an error in moving the funds and he would guarantee the funds would be sent out within 24-48 hours in my return tracking envelope. He also guaranteed me he would call me if there were any issues. I called almost everyday the week on XX/XX/2023, getting nowhere. On XX/XX/2023, my refinance funded and NewRez was paid off. When I called that day, I was advised everything was sent over to customer service. When I asked why because it was supposed to be sent to me, I was advised that was the process. I was advised again I needed to wait 6-8 business days for everything to get to where it needs to be, and the check would be processed. I called on XX/XX/2023, and spoke with XXXX XXXX in customer service. He stated that {$40000.00} was sent to us through XXXX. I explained Newrez didnt have our XXXX information or authorization to do that ( he agreed ). NOTHING had been deposited into our account. XXXX asked me to give him 48 hours and he would investigate what happened with the payment as he agreed it shouldnt have been sent by XXXX. I called him back on XX/XX/2023, and XXXX advised he didnt have any answers. I explained to him I wanted answers by end of day XX/XX/2023, or I would be emailing the XXXX team. I emailed the XXXX team end of day XX/XX/2023. On XX/XX/2023, XXXX XXXX called me at XXXXXXXX XXXX  ( Central Time ) and advised the Loss Draft Department mailed the payment, {$41000.00} and used my 2-day tracking return envelope yesterday ( on XX/XX/2023 ). I advised XXXX I had checked the tracking number in the morning and there was no update. I advised XXXX I would check again when I got to my computer. I checked my computer and the tracking number and there was no action with anything being mailed. I attempted to contact XXXX XXXX again to advised and was advised he was not in. I requested to leave a voice mail message and left a detailed message with what I'm seeing on the tracking. 

This is an unreasonable amount of time for NewRez, LLC to return my insurance claim payment to me so I can start repairs on my house. I can understand 6-8 business days from the time they initially received my documents but not this long. I have spent well over 20 hours having to follow up on this matter and been placed on hold, I've loss the production of my solar panel due to the hail storm that damaged them and should be consider interest for them holding my payment.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation