Consumer complaint received 2019-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: OR

Complaint narrative:
An initial complaint was made against this company Complaint ID XXXX submitted on XX/XX/XXXX. This finally allowed me to understand what was the primary reason why the company has been holding up the PMI Removal process. Which was stated that " substantial improvements '' were not made on the property. I then contacted the appraiser who did the inspection of the property and he verified that the property has had substantial improvements but he didn't put those exact words in the report. I than Reached out to XXXX XXXX who was noted in the letter who responded to the previous complaint. She allowed me to show the substantial improvements,  dates, and receipts. These improvements where substantial including the list below : Listed below is improvements/updates noted on the report : - 2 new water heaters ( replaced previous two water heaters ) improving efficiency - plumbing upgrades - bath fixture updates - Electrical upgrades - new HVAC heating system - interior flooring - addition of office spaces ( framing, drywall, and electrical ). 

Additional substantial improvements not noted. 
- Removal of pond - Addition of railing on front enterance So as you can see, there has been more than 5 improvements, and majority of them are major necessity functions improvements. Attached are the receipts of some of the repairs. Not all repairs I have the receipts for, but will list the price I paid per the bank statements. 

2 water heaters- $ XXXX XX/XX/XXXX and XX/XX/XXXX Bath fixtures- {$920.00} - XX/XX/XXXX, XX/XX/XXXX, XXXX note that this is fixtures installed by cert. plumber and others I manually installed myself. 

Electrical upgrades removing of Older wiring and addition of ceiling fans and upgrading wiring. This is substantial improvement cause all wiring is new and most efficient and safest - {$2200.00} - XX/XX/XXXX, XX/XX/XXXX New HVAC - $ XXXX XX/XX/XXXX - this improvement was substantial cause we replaced a old HVAC with a more efficient upgraded gas HVAC. 

We replaced the flooring on 3 rooms replacing it with hardwood flooring - {$1900.00} - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - this is substantial cause it is replacing carpet with hardwood flooring. 

We also added additional office spaces/rooms/workshop - {$4800.00} - which are substantial improvements and changes to the house. 

Removal of pond - {$250.00} - this was a pond in the front yard which was removed and created a substantial change to the dynamics of the front yard and improvement. 

Addition of a railing - XX/XX/XXXX - {$370.00} - this is a substantial change to the front main entry to the house. 

We also added additional office spaces/rooms/workshop - {$4800.00} - which are substantial improvements and changes to the house. XX/XX/XXXX and XX/XX/XXXX Removal of pond - {$250.00} - this was a pond in the front yard which was removed and created a substantial change to the dynamics of the front yard and improvement. XX/XX/XXXX I then waited for the response from her and the PMI Department. I emailed and tried to contact on a regular basis because I wanted to answer questions and verify information. we both also knew that the 120 day timeframe that initial appraisal was usable was XX/XX/XXXX. As the weeks went on I heard nothing, no updates to report and there was a feeling of intentional delay. And then I get an email that completely contradicts the initial response letter that I met LTV, but not substantial improvements. When I pushed back on this and showed the letter, she came back with it is denied due to lack of substantial improvements, when I asked what was the criteria or the policies they were referring to that the work done was not substantial. No information was given. And no responses after multiple attempts, and then as I feared they stalled until the XX/XX/XXXX timeline passed. Than on XX/XX/XXXX XXXX definition of " substantial improvements '' the definition fit the actions and improvements give to them by XXXX. But they denied me again for some odd reason and this was given to me 2 days after the XX/XX/XXXX deadline. the definition " Per XXXX 's less than 2 year : The borrower must provide details to the servicer on the property improvements made since the mortgage loan 's origination. Improvements that increase value are typically renovations that substantially improve marketability and extend the useful life of the property ( e.g. kitchen and bathroom renovations and/or the addition of square footage ). I then start getting a lot of emails, phone calls, and letters pushing me to refinance my loan with their company. The time frame of our communications are below : Okay, so this is not a written request. This is a continuation of a conversation we have been having which is conflicting information. 
XX/XX/XXXX an appraisal had been done. 

XX/XX/XXXX a letter was written that I met LTV of the loan but didnt meet the substantial improvements requirement. 

XX/XX/XXXX spoke with appraiser and he said that improvements and substantial improvements were self-evident. 

XX/XX/XXXX spoke with you directly and spoke about the substantial improvements. 

XX/XX/XXXX You reached out to a different department they stated to email improvements and recipients and time periods. 

XX/XX/XXXX I emailed you the information. 

XX/XX/XXXX I checked in via email. 

XXXX XXXX called tried to be transferred left messages multiple times XX/XX/XXXX sent another email to check in Email response back on XX/XX/XXXX your reply : According to page 14 of the attached appraisal, the estimated value of {$130000.00} is unchanged and the PMI cancellation request has been denied. 
Which wasnt what we were trying to make a determination on and in previous letter sent see attachment, you stated I met LTV requirements. Which counteracted your letter to the CFPB. 

XX/XX/XXXX tried to contact you and a 30 day rule was informed to me. Which has never been stated to me at any point. And prior XXXX to this responses were reasonable and responsive/informative. 

XX/XX/XXXX, XXXX stated will call back as soon as possible ... No call back came. 

XX/XX/XXXX " I am working with the PMI department to get there requested information '' XX/XX/XXXX deadline passed XX/XX/XXXX, XXXX DEFINITION were provided

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