Consumer complaint received 2024-09-06 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: CA

Complaint narrative:
I called and spoke to a representative with Shellpoint mortgage servicing around XX/XX/XXXX about requesting for a withdrawal. The representative stated that he can take the request over the phone and will take a few days ( about 3 days ) for it to process. I gave the necessary informations requested. However, nothing happened so I called on XXXX to follow up about the withdrawal request again and another representative checked and stated that the withdrawal request still was not showing up and to check again next week. 

The following week around XX/XX/XXXX on XXXX, I called and requested to speak to a supervisor because there was still no withdrawal request. The supervisor apologized for error and stated that there was a change in policy, the withdrawal request needs to be complete on a form and email back to a certain email. I completed the form and emailed it as instructed. That following Friday, I called and spoke to another representative who did not see any update on the withdrawal request and was told to wait. 

Going on the XXXX week around XX/XX/XXXX on a Monday, I called and spoke another supervisor who apologized again they did not receive my email for the withdrawal request so I emailed this time to the supervisor email which was received. I verified with that supervisor that ALL the information received via email was enough to process the withdrawal request which will take about XXXX business days. That following Friday, I called and checked with a representative who informed me that the withdrawal request was still pending. 

Going on the XXXX week around XX/XX/XXXX on Monday, I called and checked with a representative who now stated that the withdrawal request was not completed because there was not a copy of my driver license. I spoke to a XXXX now who apologized again that I was misinformed about the withdrawal request so I emailed the XXXX a copy of driver license. The XXXX stated the email was received and the withdrawal request will be process in XXXX business days. A couple of days later, I called and checked with a representative who stated that the withdrawal request was being processed because the amount showed up on the payment history on XX/XX/XXXX for {$XXXX} and to follow up with the receiving bank for the fund. I called the receiving bank who verified that there was no transferred fund or any pending fund and to check with the sending bank, Shellpoint, again. 

Going on the XXXX weerk around XXXX on Tuesday, I spoke to another representative about the status of withdrawal request because I still had no received the fund. The representative who checked with a supervisor at that time stated that since it was XXXX day holiday, it would take a few more days, maybe Friday. So on Friday XXXX, I checked the receiving bank and there was still no fund. I called and spoke another supervisor about ths not informed properly about the withdrawal request process, stated it will take XXXX business days for the fund to be transfer. I asked for the policy or any document regarding the withdrawal process and the supervisor stated I needed request in write. 

In closing, Shellpoint Mortgage Servicing is deliberately deceptive and providing miss leading information to delay service request by consumers. I called and spoke to multiple representatives, supervisors and managers who refused to help or service my need for my withdrawal request. They provided different missing informations each week from my call, even from the management. As of today, a transaction {$XXXX} showed up on the payment history for XX/XX/XXXX for Shellpoint Mortgage but no fund was received by the receiving bank ( XXXX XXXX ) after XXXX business days. The withdrawal request was a ACH, bank deposit transfer, which usually takes 3 days ( confirmed with receiving XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation