Consumer complaint received 2023-04-26
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Sent to NEW REZ ONLINE COMPLAINT review page XXXX XXXX XXXX XXXX XX/XX/XXXX Sent this email 9 days ago with no response : Dear Loss Draft Representative : Attached to this email are the 15 pages that were previously mailed to you last week FYI- This activity was initiated by my recently receiving a reimbursement check for {$41000.00} from my previous insurance company for a " new roof '' I paid for over 2 years ago. They lost in my lawsuit and put NEW REZ on the check with my name as payee. Over two weeks ago, your service representative instructed me to send your office the check for endorsement and stated it would be signed and returned to me. A week later I called your office and another representative told me my check " had been deposited '' by your company without my consent and asked me if I received an email packet from your office. I had not and she emailed me another one. Unfortunately, both of your representatives that I talked to are under the impression I am in the process of obtaining authorization from NEW REZ to secure my first release of funds to commence roof repairs?. I performed all of the activities requested in the " packet '' and paid off the roofing company in XX/XX/XXXX. I have been asked by your company to produce an extraordinarily number of documents to obtain a simple endorsement, on my reimbursement check for a lawsuit where I prevailed. I consider the most insulting request to me by your company is to schedule an appointment for one of your inspectors to look at my roof in 7-10 days that has been installed for more than two years. I was informed a XXXX fee will be added my mortgage payment for the inspection as well. My documentation summited with this email, provides ample evidence of multiple inspections to my property performed by State , County, and Community authorities years ago. To suggest I request an additional roof inspection by you is nothing less the harassment. This is how you treat one of your loyal customers? 

Newrez LLC XXXX XX/XX/XXXX Thanks so much for bringing this to our attention, XXXX XXXX. Keeping our customers happy is our number one priority, and we agree that this delay is unacceptable. We assure you that we will do our due diligence to make this situation right. Please email us at XXXX and we will ensure this is resolved. 

So I sent today ( XX/XX/XXXX to XXXX XX/XX/XXXX Sent this email 9 days ago with no response : Dear Loss Draft Representative : Attached to this email are the 15 pages that were previously mailed to you last week FYI- This activity was initiated by my recently receiving a reimbursement check for {$41000.00} from my previous insurance company for a " new roof '' I paid for over 2 years ago. They lost in my lawsuit and put NEW REZ on the check with my name as payee. Over two weeks ago, your service representative instructed me to send your office the check for endorsement and stated it would be signed and returned to me. A week later I called your office and another representative told me my check " had been deposited '' by your company without my consent and asked me if I received an email packet from your office. I had not and she emailed me another one. Unfortunately, both of your representatives that I talked to are under the impression I am in the process of obtaining authorization from NEW REZ to secure my first release of funds to commence roof repairs?. I performed all of the activities requested in the " packet '' and paid off the roofing company in XX/XX/XXXX. I have been asked by your company to produce an extraordinarily number of documents to obtain a simple endorsement, on my reimbursement check for a lawsuit where I prevailed. I consider the most insulting request to me by your company is to schedule an appointment for one of your inspectors to look at my roof in 7-10 days that has been installed for more than two years. I was informed a XXXX  fee will be added my mortgage payment for the inspection as well. My documentation summited with this email, provides ample evidence of multiple inspections to my property performed by State , County, and Community authorities years ago. To suggest I request an additional roof inspection by you is nothing less the harassment. This is how you treat one of your loyal customers? 

Last Monday ( XX/XX/XXXX ) I finely satisfied all document requirements to the satisfaction of your Loss Draft department and they gave me a name and phone number to XXXX, who then referred me to another company XXXX. 

That company gave me a text for an inspector, XXXX XXXX XXXX. The inspector told me he might be in my area the upcoming Thursday or Friday. I called & text him those two days to check his status and received no response. 

I will be calling XXXX tomorrow ( XX/XX/XXXX ) to request a different inspector that might be more responsible in his occupation. 

I can not believe New Rez sent my lawsuit reimbursement funds, that just required a simple endorsement, to such an incompetent group as the Loss Draft department, that has turned this process into such a CLUSTER XXXX XXXX Dear Shellpoint Rep, XX/XX/XXXX I am one of your faithful costumers for several years. I have never missed a mortgage payment and always paid on time. 
I am having serious issues with your associated branch NEW REZ Loss Draft department. 
It seams that a simple check endorsement request I made to NEW REZ was mistakenly routed to their Loss Draft department for process. ( Please see attached documents ) I have given them all requested information and was given contact information for a designated roof inspector that I contacted last Monday XX/XX/XXXX. 

I have been waiting up to today for him to show up to look at my roof. 

This kind of treatment to your customers is hideous and will only compromise any business goals you intend to achieve. 
I am respectfully requesting that this email be forward to a responsible person within your upper management that can address this issue accordingly and not just forwarded to customer service as that has been done twice already with no results. Thank You. 
Regards, XXXX XXXX They sent : XX/XX/XXXX I wanted to reach out as I understand XXXX XXXX scheduled an inspection for you on XX/XX/XXXX. I show your claim is a settlement and when the order was placed it was not done correctly. The results due to this are at 1 % and I am unable to release funds. Please be advised all settlement claims require full property inspections be completed for release of funds. I also show per my last email we are missing the settlement release document. Please confirm a good number to be reached and I can reschedule the inspection however due to the claim being a settlement it will be a full property inspection. Let me know if you have questions. 

My response : Good day XXXX XXXX, This response is to your last email to me today. Just to be clear for the last month, all of the documents you were requesting along with a roof inspection were not actually required as your office was mistakenly processing a Loss draft claim instead of now what you are labeling a Settlement claim? 
After I completed furnishing your office with all the requested documents and roof inspection ( that took two weeks to schedule ) you are just now telling me that you believe my previous contact with you now consist of a settlement claim, between my insurance company and myself ( that in no way involves NEW REZ ). 
So now you want different documentation settlement release, submitted along with a full property inspection, provided by an inspector of your designation? 
FYI I do not know who XXXX XXXX is and certainly did not previously schedule any sort of inspection with him. 
In fact, I only reached out to NEW REZ to endorse a reimbursement check that had nothing to do with Loss Claims or any type of Settlement involving your mortgage company at all. 
Please discontinue your harassment and illegitimate withholding of my funds. 

They sent : Per your monitored claim process, we do require all contracts for work. I show a letter from your attorney on file advising the claim went to court and that this was a settlement. The letter would not suffice. We need the actual release. Per our process any claim that is a settlement would require a full property inspection. 

Thank you, XXXX XXXX XXXX XXXX, ( Attached now : for law firm to review what I just sent ) Please find attached settlement release document, it was never requested in the packet first to sent me for the Loss Draft your office mistakenly addressed. 
XXXX XXXX After I got jerked around by the roof guy I was home the whole weekend he said he inspected the roof I never saw him at my house. The front gate security service said they never let him in. they still are going to charge me for the inspection, Now they want me to pay for a " full property inspection, '' what ever that is!

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