Consumer complaint received 2024-08-29
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC (SC)

There was a hailstorm on XX/XX/year>. I had to file an insurance claim for damage to our roof. I contacted Shellpoint on XX/XX/year> and XX/XX/year> to request information about the loss claims endorsement process. They sent me an email with the information, and according to their policy, if the insurance check is less than {$40000.00} and you do not have a past due balance on the date of loss, the check will be endorsed and sent back within XXXX days. Our check is less than {$10000.00} and our mortgage payments were/are not past due. I mailed Shellpoint our insurance check and the adjusters report as requested on XX/XX/year> via XXXX overnight, and it was delivered on XX/XX/year>. After the XXXX days, I called Shellpoint to check the progress and I was told everything was received, they had endorsed the check and mailed it back to me on XX/XX/year> via XXXX regular mail. I waited for the check until XX/XX/year>, when spoke to a XXXX XXXX, and they advised me that regular mail takes XXXX days. Concerned that it had been 14 days since supposedly being mailed, the XXXX told me to have the sender ( Shellpoint ) file a Missing Mail Search, so XXXX could investigate. I spoke with Shellpoint on XX/XX/year> and XX/XX/year>, asked them to file the XXXX Mail search so XXXX could try to locate it. They refused. I asked to speak with a supervisor, who was rude and kept repeating to me mail doesnt have tracking even though I told him several times they would try to locate it by other means. He told me to just wait until it comes. I do not believe they ever mailed the check. I filed a complaint with the bbb, it was not responded to, but it was very concerning to see complaint after complaint stating essentially the same issues as me. It has been almost XXXX months since they recieved the check and I still have not received it. The roof was leaking on us, water damage was getting really bad, so I had to get the roof fixed because further damage was being caused to my home. I had to pay for it all out of pocket. This has caused us so much hardship! I spoke with Shellpoint many times during this period, and around XX/XX/year> they advised the check could be lost. On XX/XX/year>, I called XXXX to cancel the check and reissue. I mailed the reissued check to Shellpoint XX/XX/year> overnight, along with a prepaid overnight return envelope for them to mail it back. The reissued check was delivered and signed for XX/XX/year>. I spoke with Shellpoint again on XX/XX/year> and was told that the check was received and since it was reissued and I had already gone through processing, to just give it XXXX days for them to endorse it and mail it out. On XX/XX/year>, I was told the reissued check was endorsed on XX/XX/year>, so I asked why it has not been mailed, but I did not get an answer. On XX/XX/year>, I spoke with Shellpoint again and was told the check was not endorsed and the representative seemed very confused as to why our check was still not endorsed or mailed. I have been told a supervisor would reach out several times, I have not received a call. It has been XXXX months since the hail storm, and XXXX months since theyve held our check. Return envelope tracking still shows the insurance check still has not been mailed back.