Consumer complaint received 2021-01-25
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Shellpoint Partners, LLC (MO)

see the timeline of numerous phone calls with a company called NewRez LLC / dba Shellpoint mortgage trying to resolve a incorrect legal description on a deed of trust : XXXX : XXXX called Shellpoint Mortgage for their assistance and they told us they could not do anything without the corrective Deeds being recorded and the customers authorization. We obtained both and send on XX/XX/XXXX. 

XX/XX/XXXX, faxed all the required information in to XXXX with incorrect legal, correct legal and a copy of all the recorded documents XXXX XXXX, and corrective XXXX and XXXX  ), and have customers authorization to allow us to discuss this issue with Shellpoint. We are a title insurance agent attempting to resolve the incorrect legal description for a customer. 

XX/XX/XXXX I also e-mailed it to XXXX, I received an email from Shellpoint Mortgage saying they received it and someone would contact me back. 

XXXX called to follow up. Talked to Specialist XXXX XXXX. Was told it would take 3-5 Business days and they would have a resolution. Told to call back XX/XX/XXXX XX/XX/XXXX called and talked to XXXX XXXX in Collections. She said she would get it taken care of, but that they never receive the documents we sent on XX/XX/XXXX, so I resent them ( see e-mail confirmation ). She told me to call back within 24 hours to get it completed. 

XX/XX/XXXX, talked to XXXX XXXX XXXX with Tier 2, she told me it was in process and was to be completed by XX/XX/XXXX. They were preparing the Corrective Deed of Trust to send to the customer. She indicated a letter had already been sent to the customer indicating the issue would be resolved. She also told me that they did receive the documents on XX/XX/XXXX and they are in their system. I was told it was not complete yet, but to call back Tuesday, XX/XX/XXXX. 

XX/XX/XXXX, talked to XXXX XXXX and she said it was not complete, to call back tomorrow. 

XX/XX/XXXX, talked to XXXX XXXX, she said all my previous tasks had been cancelled due to lack of information. She said she needs to e-mail me the Note so I can verify some information on it, but she could not tell me what information I needed to verify. She could not tell me what information was missing from my requests or why the tasks were cancelled, but she said she re-submitted the request for me. She said the new date for it to be completed is XX/XX/XXXX and I have to call back then. 

Additionally, every time I call, I am told that I have to call back to get it worked on, they do not work on it until I call. They do not respond or help in any way to resolve a critical problem for a customer that needs the legal description corrected with a corrective deed of trust that they need to record properly and a lien release completed on the old deed of trust for property at XXXX XXXX XXXX XXXX, XXXX, MO XXXX, account oan number is XXXX. Shellpoint phone number is XXXX. 

XXXX XXXX, a closer for my title insurance company, is the one dealing with the correspondence above and she can not get them to take any action, they don't return phone calls, they have a different person work on it every time we call for status, they delete historical phone calls and data we send them. I have a second complaint I am sending similar to this one that will illustrate how poor of a job they do getting issues resolved for customers.