Consumer complaint received 2025-01-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
I am owed {$41000.00} by Newrez, a mortgage servicing company. They cashed an insurance check for {$160000.00} that was substantially more than the mortgage balance on my house ( currently {$120000.00} ) and refuse to send me the overage despite my efforts since XXXX XXXXXXXX and my late fathers efforts for months prior to that. My late father is the mortgagee on the property, but I have owned the home since XXXX. 
My sister and I gave the down payment for our father to buy the house in XXXX with the understanding he would immediately title it back to us with a quit claim deed as he is not good with money, and we did not trust him to own a home with equity that we provided. My father died on XX/XX/XXXX, and I have been trying to work with the mortgage servicing company ( Newrez ) to get funds paid back to me that were sent by my insurance company in error above the amount of the mortgage. Newrez refuses to cooperate and is trying to steal my money.

I sent all the requested documentation ( my ID, the quit claim, the death certificate, a copy of the insurance check, a copy of the check they sent my father that did not clear the bank as Newrez canceled the check, a bill from the contractor ). My sister and I have now paid the contractor over {$20000.00} each of our own money while we wait for Newrez to give us the money that our insurance company intended to pay to us. 
I called on XX/XX/XXXX, emailed the requested documents on XX/XX/XXXX, called on XX/XX/XXXX, emailed the requested documents on XX/XX/XXXX, called on XX/XX/XXXX and XX/XX/XXXX. I was told each time up until XX/XX/XXXX that I was authorized to speak about the account and that they were either processing a check to me or processing my successor of interest in the property. On XX/XX/XXXX I was told that they could no longer speak with me, but they couldnt tell me what else they needed. I spoke with two people on XX/XX/XXXX, the first said that they need authorization from the owner to speak with me, and I explained that I am the owner so they are asking ME to authorize speaking with ME. They also asked for a will that says I own the house, and I said again that my father had no will and no estate since he was poor, and I am the legal owner and have been since XXXX as shown on the deed. The second person simply said that they cant talk with me and call back in 7-10 business days. This company continues to change what they ask for, asks for the same thing multiple times after receiving it, says they can talk to me then that they cant. They continue to mail correspondence to a vacant house in a state I dont live in despite repeated asks to email me or mail to my home address. They are just sitting on my money as long as they can and likely hoping that I give up and go away so that they can keep my {$41000.00}. I sent them by mail a packet of everything they asked for twice to the same XXXX XXXX but addressed to different attention departments per their request, and later also emailed the same items per their request. They simply are trying to scam me out of my {$41000.00}.

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