Consumer complaint received 2022-08-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Please help! 

The Issue : Shellpoint Mortgage Servicing ( a division of New Rez ) XXXX XXXX XXXX, XXXX XXXX XXXX, MI XXXX Subject & Main Issue : Loss Drafts Department On XX/XX/2022, we were issued payment from XXXX XXXX due to a loss under Homeowners Policy 's Coverage A Dwelling and/or Coverage B Other Structures in the amount of {$14000.00}. The draft was then sent to our Mortgage company with all supporting documents with a copy of my husband, XXXX XXXX. XXXX XXXX Death Certificate along with a cover letter, from me, dated XX/XX/2022. Shellpoint advised the Processors would send draft to be endorsed and return to me within 10 business days, however could not guarantee when it would go out. I indicated several times that my husband was deceased and I included a Death Certificate with a Cover Letter. Time passed, and I contacted the Loss Draft Department again where I spoke with representative, XXXX where she indicated, the draft had not been sent because they could not find the Loss Date. I then pulled up the email via cell and read off the Loss Date from the letter sent to me by XXXX XXXX to XXXX. Next, was told by this representative, the draft would be sent to processor and she would send email to try and expedite process. I even paid {$26.00} to send draft via XXXX as suggested by one of the representatives from the Loss Draft Department. When the draft was sent to me, the names on the check were incorrect since my husband had been deceased, and I could not deposit it into my account this way to complete repairs on my roof. the Loss Draft Department gave a runaround when draft would be corrrected and sent. Next, I called to speak with a Supervisor or Manager to get a timeline on the processing of this draft, and was told by representative, " XXXX '' the Processors/Managers do not speak to customers, was placed on hold and then told that " Two XXXX  PDFs '' will be sent one to you one, to send draft back to be processed in correct name and the other will be for Shellpoint to send back to you and the endorse time should take 10days, however XXXX stated an email would be sent to processor to try and expedite, but no guarantees. I sent the check back to Shellpoint, Loss Draft Department with pre-paid lable for XXXX on XX/XX/2022. 
I called on XX/XX/2022 to track receipt of draft and was told by another representative the draft wasn't corrected or sent because they ( Loss Draft Dept ) were missing documents and that my husband 's death certificate was not on file. I could not believe this, I indicated that I not only attached cover letter indicating the death certificate was enclosed, I sent it Priority Mail with Signature Requirement and that it had been received by a " XXXX '' on XX/XX/2022 at XXXX. This representative began to argue with me and tell me, he needs a death certificate, and he asked to received it via email, if possible. I thought, that's super strange, this would be the third certificate I sent your company. I sent the third death certificate to his email XXXX where this representative indicated, " normally we do not received documents this way, however I'm making an exception '' He then said that they have everything now and can issue draft to me with correct name, but could not and did not tell me when it would be processed and sent back XXXX  2 day delivery, since the lable had already been created. 
Lastly, I called today XX/XX/2022 and the representative, placed me on hold of 30minutes only to tell me to call back this Thursday and ask when draft would be sent. I told her, your representatives have been telling me this since XXXX when I ask when I'll receive this document, and every one there gives me a complete run around and refuse to let me speak with someone higher up and this is why I've decided to file this complaint. My apologies for the length. I tried to shorten dialogue since every call to this company was lengthy and full of hassles and run around, losing documents, telling me " well since your mortgage is not delinquent, we may be able to expedite draft '' and so on. I just want my roof replaced before the next storm hits. I already have " tarp '' on the roof, please help.

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