Consumer complaint received 2024-12-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: MN

Complaint narrative:
Newrez is not working with me on my flood insurance claim. They give me the run around everytime I call. 
I have reached out many times in regards to this to have something drawn up in writing of how we can move forward but have not heard back. 
On another small claim, I sent in the check to be endorsed and also a letter to NOT apply the check to my mortgage but to endorse it and send it back to me. 2 months went by and I logged into my account and they applied 1 regular payment ( interest and principal ), several days after I already made that month 's payment. Then they did another principal payment to the mortgage. 
According to them ANYTHING under {$40000.00} they said they would endorse and send back. They did NOT do this. This was fraud. 
I contacted them and told them to reverse this and send me the money. They did for part of the amount and somehow kept some of it. They can't tell me why. I spent 4 hours on the phone with them. 
Due to this, I do not trust them with the money from my flood insurance check. 
According to the mortgage, the money is to be used to restore the property. How can I do that when they are holding the money! Which they have admitted they have LOST the 2nd check I sent to them via certified mail on XX/XX/XXXX and they signed for it at XXXX in the morning. Again I was on the phone with them for a long time, they over 3 different occasions said they had the check, up until I asked about it again on XX/XX/XXXX. In which they said they did NOT have it, I have to have another check issued to me from the insurance company. 
During the time of the flood XX/XX/XXXX til now I have had electrical, plumbing, sewer, and a new furnace put in the house so it will not freeze and we have water for our animals as we live on a XXXX. I need this money to be released so I can pay these bills as they have had to be paid via credit card. The furnace company would not accept payment plans. I did this to insure the whole of the house not to be destroyed. 

I have had 5 contractors who have come out and are to be giving me bids on the property. It has been over 24 weeks to date and I have yet to receive anything. This is out of my control and Newrez says they will not release any of the money until they get a bid. I have reminded them weekly that I need one. 

We are to the point that we will probably start the work ourselves or we will never be back into the house. 

Newrez has not offered any suggestions to assist in this matter. 

This is what I am suggesting what happens and I want it all in writing from them. 
I will endorse the check Newrez will send me the money for the invoices I have had to pay already for things that I have had done on the house. 
If it comes to the point that a contractor is dragging feet on the bid, we will start the work ourselves as we have had to do the cleanup and disposal of all the wet and damaged things. 
Newrez will pay out monthly to me the money I need to complete the house and put it back into living condition. 
I am willing to sign paperwork that when its all said and done, the house will be appraised for over the value of the mortgage. I am not allowing Newrez to dictate that they will just continue to hold on to the money due to NOT having a contractors bid or any other stupid reason to hold the money. 

If you look up anything with Newrez, there are more complaints then anything else of how terrible they are. 
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Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation