Consumer complaint received 2021-07-09
Company: Shellpoint Partners, LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I am writing in regards to deed for my home. After 30 years, I made the final payment XX/XX/2021. After weeks, when nothing had come in the mail, I have been trying to find out why. I have been in contact with the mortgage company and XXXX XXXX, trying to get some help. I have literally spent hours on the telephone trying to find out why I have not received it. Supposedly, the mortgage company says they sent it to XXXX XXXX. XXXX XXXX says theyve never received it. I did find out that when the documentation is not sufficient XXXX XXXX rejects it and sends it back to the mortgage company. However, XXXX XXXX does not keep track of those they reject and so I have no way of knowing if they ever got it. Recently, I did receive a copy of what the mortgage company had sent, and I forwarded it to a person in XXXX XXXX XXXX Office and she said if that is what had been sent it was definitely rejected. So, she emailed me a list of things that must be included in order to release my deed. I was able to get the email address for the XXXX XXXX Department of the mortgage company. XX/XX/2021 I sent an email to them requesting they resubmit the information to XXXX XXXX ; I provided them a complete explanation of my issues and frustration trying to obtain my Deed of Trust, with a copy of what must be included to satisfy XXXX XXXX. Isnt it their job to know what should be included and do that? 
Four days later they responded the response said I show the original release was rejected by XXXX XXXX and that the vendor has since resent the corrected release back to XXXX XXXX and as of XX/XX/XXXX, the release was still showing out to XXXX XXXX. Whoever sent that response did not even sign their name to the email or offer to follow- up on the status. I spoke with XXXX XXXX twice last week and again I called them today. They still say they have received nothing from the mortgage company. I then called the mortgage company Again and spoke to two different customer service representatives. I never get to speak to the same person because they say they dont have the ability to transfer the call from one to another, so I have to continually go through all of the same explanations. All they can tell me is the same thing Ive heard before that its been sent to XXXX XXXX. They do have it notated that on several of my calls the representative has asked me if I would like to file a complaint and I say yes and they say that they will submit it. On several occasions the person Ive spoken to have told me that when they access my account they do see that the complaints have been notated, but no one has ever called me or acknowledged the content of the complaints in any manner. Today, I asked how they had been sending the documentation to XXXX XXXX and they said by regular mail. It is going to a very small town and it should be sent to a post office box to insure XXXX XXXX office gets it..SO, I provided them with that information. I also asked to speak to someone in the Release of Deed department and was informed that the customer service reps as well as their supervisors cant access that department by phone and neither can customers. That doesnt seem right to me. Shouldnt XXXX be able to speak to someone who is responsible for handling my documentation? 
I have tried to bring this whole situation to resolution since XXXX and I cant tell you the number of phone calls and time spent trying to make headway and Im getting nowhere. Today I even requested that they resend the information to XXXX XXXX and I would pay for them to send it by XXXX or XXXX. They said they couldnt do that. 
This is a very important document that I need to have in my possession and so, I am hoping you will be able to help me obtain my deed. Thank you, XXXX XXXX

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation