Consumer complaint received 2017-01-07
Company: Shellpoint Partners, LLC
State: NC
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Settlement process and costs

Complaint:
On or about XXXX XXXX, XXXX, I had damage to my home from hurrican XXXX. I submitted my claim and my Insurance company, XXXX, paid out {$64000.00}. The check came out in my name and Shellpoint Mortgage Co. I called Shellpoint and they stated they will send me forms to fill out. After filling out the forms and signing the check, Shellpoint told me to mail it in. I asked can I send it certified or by XXXX? She stated no because they do n't do that anymore. ( paper trail ) I felt uneasy about that amount being sent in but felt even more suspicious when they told me that they charge fees for Inspections, if I do the work myself, they want me to do a material list with prices, they do n't reimburse for labor, if I do upgrades or do more than what is on Insurance Estimate or my material list, it wo n't be reimbursed. WOW! I told her that I planned on doing the work myself because I built the house myself and I could bring the value up much higher on the property but if they do n't pay what the Insurance company pays what happens to the extra money from the insurance company. She states that after all the fees from them, what ever is left will be applied to my principle or they give it back to the insurance company. THIS SERVICING COMPANY IS VERY SHADY! I called the NC Attorney General 's office and they agreed. They ask me to send in a complaint and I did. ( No Answer yet. ) So far we have spent out of pocket over {$30000.00} for new HVAC Units, Plumbing, Electrical, Framing, Roof, Windows, Doors, Engineer, Labor, and Trash removal. We are at a standstill as of now and have to be finished and moved back in by the end of XXXX XXXX. After all this I have tried to find out the owner of the Deed. XXXX says XXXX XXXX XXXX, XXXX says XXXX owns it, XXXX says Shellpoint Services it but XXXX owns it. Everyone is passing the buck. I ca n't keep going like this. We need to finish the house because our insurance company is not going to let us keep renting after the end of XXXX XXXX. I did call back to Shellpoint because if I misunderstood something I wanted to double check. The lady there stated everything just like before except after I told her I contacted the Attorney Generals Office she stated that they would waive my so called fees. I then told her that Shellpoint was in breach of contract. She stated that the claim was their loss, not mine. She also stated to nip this in the bud- I was not allowed to do the work myself because I was not a XXXX. I told her XXXX and will fix it myself and if they wanted to stop me, they know where I 'm at. My deed states everything. Oh and when you sign the paperwork and send it in with the check, you have to sign a lien waiver before getting any funds. My deed states clearly what and how it should be done. Not to mention other issues like, monthly statements not being sent to me or applying my payments correctly. Borrowed {$230000.00} over 11 years ago and my balance is at {$210000.00} as of last month.

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