Consumer complaint received 2022-01-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
XX/XX/XXXX Hurricane Sally hit my home. We have been working for over a year to settle with insurance. I'm sorry I don't have all of the dates, but NewRez should have a log of all of my calls. 

XX/XX/XXXX, I received a check from my insurance company. There were 4 parties in the XXXX : line. I sent the check to several of the parties for endorsement. After having the check for several weeks ( getting endorsements ), I sent the check via XXXX to NewRez, LLC 's Loss Draft Department in XXXX, MI. This is my first home owners claim and did not know the " typical process ''. I had not endorsed the check because I had not received any instruction from them at this time that I needed to do so. After not hearing a response for some time, I received notification from XXXX on XXXX XXXX, XXXX that a package being sent to me was damaged in shipping and being returned to the sender in XXXX, MI After several calls to NewRez with no updates, I was able to call NewRez Loss Draft department on XX/XX/XXXX and find someone that finally notified me that the check had been damaged in shipping, where it was being returned for me to endorse. At this point, I informed NewRez that I wanted to go ahead and take the 1st draw and uploaded all documents. The only outstanding document was the physical check that was damaged and being reissued. 

I had the check reissued by the insurance provider and endorsed by all parties ( with additional shipping costs at my expense ). On XX/XX/XXXX the fully endorsed check ( minus NewRez ) was sent via XXXX with tracking number : XXXX. This fulfilled the requirement of having all of the documentation they needed for the first draw. 

Sometime around the delivery date ( confirmed by XXXX tracking number ) I called and/or emailed NewRez and they told me they had not received the check and to wait 48 hours. 

XX/XX/XXXX I again called NewRez and was informed the check was uploaded to the wrong account or claim and that the process timeline would start fresh as of this date. 

I have lost track of all of the call dates, but the 1st Week of XXXX  I called and was told the initial draw check is being processed that it takes 3 days to clear the bank and 10 business days for mailing. Of course this led into the XXXX and XXXX XXXX 's holidays, so 10 business days was much longer Today XX/XX/XXXX - I called and the draw amount has not been issued. 

From my perspective I have been overly patient with NewRez. The communication is only in one direction, which is me requesting information from them. They have applied misinformation and delay tactics and extremely poor customer service. I've been dealing with the repairs of Hurricane damage for a year and a half and have come out of pocket for all repairs to date. Now my contractor is threatening to walk off if I can not provide his with a progress payment. 

I later received the damaged check via XXXX. It was mailed in a paper envelope ( copier paper thin ), with no protection or security measures, typical of mailing a {$100000.00} check across the county, serving to protect the information. I speculate that this is how the original check was mailed and why it was damaged initially. 

In addition, I am being charged $ 60/draw to have progress inspection made on my property. The inspector did not even come out himself and required me to take photos of the repairs. NewRez was not even my mortgage provider when the hurricane damage. The mortgage was sold off to them after the date of loss. I had no agreements with them to hold my insurance settlement or pay $ 60/draw for an inspection that didn't even occur. The " inspector '' requested 26 photos. I can not send that many attachments in a single email, so I uploaded to a XXXX XXXX and gave him access. I was informed that he could not use a XXXX XXXX, so I had to send 26 individual emails with a single attachment each.

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