Consumer complaint received 2023-03-08
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX ( 5 days ago ) to XXXX Hello, I am trying to figure out where to start. 

Our house was devastated by Hurricane IAN. We finally get the check from the flood insurance carrier. 
We endorsed and two day aired it to your home office. 
Our line of thinking was we will get the check faster since we have already sent the required paperwork in once by two day air, and on 4 separate occasions via email. 

So we wait since no one reached out through email or phone. We called customer service. 

The rep told us what they needed ( there were 2 documents that were not signed in the right place, had they told us this 3 months ago we could have sent it. ) We finally get an email stating this : Dear XXXX XXXX : We have received your insurance claim information and have begun to process your file. However, we are missing the following information and are unable to proceed until we receive the item ( s ) checked below. Please provide the missing item ( s ) as soon as possible to allow us to continue processing your claim and disburse funds to allow work to begin. 
Adjustor 's report issued from your insurance company. 
XXXX - Signed and accepted contractor 's proposal.

Inspection.

Waiver of Lien.

IRS Form W-9 ( when using a third party to complete repairs ).

Endorsement on claim check. XXXX - This is a monitored claim so we need a copy of your contractor 's proposal that has been signed and dated by you before we can release your initial draw ( minus the check you received already ) We called and spoke with a rep, he did not give his name and I would like the call pulled for the FDIC complaint that I submitted. 
He said all yeah here it is, it was in the wrong file. He once again assured us that he was sent over to processing. 
We waited another two weeks and we called again, the first rep did nothing... nothing. 

The second rep apologizes and states that we still need the signed construction contract. I explained to her that it has been sent at least four times. She said it's blank. I said no scroll down to the other attachments she's like oh I found it. I asked for a supervisor and she stated that it does not work that way but one would call me back in 24 hours, that was 48 hours ago and I am still waiting. 

Then we are told 10 days to process 5 days to mail it, but she advised me that since it was your company 's error she would have it expedited. I bet you that promise never came to fruition. 

We have been without A/C since the hurricane because we are waiting on this money. We need at least {$50000.00} to pay the contractors they are ready to pull out of the deal and then we are stuck waiting on another contractor for another five months. 

These are real peoples lives you are playing with just because of either laziness, incompetence or indifference all are inexcusable. 

XXXX XXXX XXXX XXXX XXXX Sent from my XXXX XXXX

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