Consumer complaint received 2022-01-26
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX ... ... ... ... ... ... ... ... ... ... ... .... 
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XXXX XXXX XXXX XXXX XXXX XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... 
XXXX XXXX, FL. XXXX ... ... ... ... ... ... ... .... 
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Shellpoint XXXX XXXX XXXX XXXX, MI XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... 
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Property Address : XXXX XXXX XXXX, XXXX XXXX, FL. XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ..... 
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XXXX XXXX with Shellpoint : XXXX ... ... ... ... ... ... ...... 
First complaint letter filed XX/XX/XXXX : see reference number : XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ..... 
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On XX/XX/XXXX, I filed a complaint against Shellpoint Mortgage Services ( SMS ), account number XXXX, for failing to return my refund check on funds held in my surplus account in the amount of {$700.00}. Please see complaint number XXXX. SMS refused to apply the money to my old account listed above, and they refused to transfer the money to XXXX XXXX XXXX to use toward the shortage on my new account when the loan was transferred from SMS to XXXX XXXX XXXX, on XX/XX/XXXX. Now, they are refusing to process a refund directly to me based on page three of their own letter wants after the loan was current ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

According to a letter that I received from Shellpoint Mortgage Services dated XX/XX/XXXX, SMS would refund my money placed in my surplus account after my loan was paid current. Please see the XX/XX/XXXX, on page XXXX, where SMS stated that the company will mail a check once the loan was current. Also, I have supplied copies of all checks paid directly to Shellpoint Mortgage Services. 
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Since I have requested my refund three times. First, in XX/XX/XXXX, by fax. Second, in XX/XX/XXXX, by a complaint letter filed with Consumer Finance Protection Bureau. Please see Shellpoint Mortgage Services response at XXXXCFPB Response  XXXXXXXX. Third, in XX/XX/XXXX, by certified letter, and I have not received a refund. Please see certified letter dated XX/XX/XXXX. I feel that Shellpoint Mortgage Services has had adequate time to process my refund. However, SMS has failed to return my money. This refund has nothing to do with anybody else or any other company. I am requesting a refund of money paid directly to SMS. I paid Shellpoint Mortgage Services directly {$3100.00}, so I am requesting a refund for {$700.00} for money held in my surplus account that SMS failed to use for its purpose. Please see a copy of the all checks paid directly to Shellpoint Mortgage Services because as of today, XX/XX/XXXX, I have not received a refund ... ... ... ... ... ... ....

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