Consumer complaint received 2020-03-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
Our complaint actually involves something slightly different than the categories available. We were advised to pick one and explain here what the actual complaint was.

We are in the process of adding a building to our property and had to have our property re surveyed. After doing so we were then required by our county to send the new plat to our mortgage company ( Shellpoint ) for their signature and then Shellpoint was to send it back to us to then be submitted to our county for finalization before we can build. 
We sent the plat to Shellpoint and required it be signed for upon receipt. A person named XXXX XXXX signed the receipt on XX/XX/2020. On XX/XX/2020we called and spoke to XXXX. She did not have any answer for us and said she would call back. Did not. We called back XX/XX/2020 spoke to XXXX about the same and she said would look into it and call back. Did not. On XX/XX/2020we called again spoke to XXXX XXXX she said she would look into it and call back. Did not. We explained our problem and asked for a supervisor and were told there were none. We were told that the place that might have our plat did not have any phones in that section so we could not call them directly. Many calls were made for the next two weeks leaving messages and no call backs. On XX/XX/2020 Reached XXXX XXXX, had a conversation with her which seems promising and she said she would call back. She did not. Called her direct number as given, we left a message at XXXX. Called her again at XXXX and left another message. No call back. On XX/XX/2020 we call XXXX XXXX again and left another message. No call back. 
We then called the main number on XX/XX/2020and spoke to XXXX and she said much the same that she would look into it and call back. On XX/XX/2020we actually got a call back from XXXX XXXX said she has the plat, she stated that she needed some forms filled out and sent back before she could proceed. We filled out forms and promptly sent them back that day. We called XX/XX/2020 and left a message. No return call. On XX/XX/2020we called XXXX XXXX and she stated that the plat was across the street and she would go over and get it and send it. She stated that she believed it was signed. She said it should be to us in a few days. It did not come. We called her on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and her voicemail box said each time it was full. So unable to reach her. Again on XX/XX/2020called main number and left our number for call back. Called again at XXXX and XXXX and spoke to XXXX. She said she would call back and never did. 
We tried everything that we can to communicate with this company to no avail. We even called and emailed the CEO XXXX XXXX and no response. We are exhausted and desperate at this point. This company is holding our legal document hostage and we are unable to move forward until we receive it back, signed by them. We have had to apply and pay for an extension on a building permit due to this delay. We implore you to help us with this issue we are having with Shellpoint.

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