Consumer complaint received 2019-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
My home burned on XX/XX/XXXX. I worked with my insurance, checks made to my lender, XXXX XXXX XXXX and to me. I spoke with XXXX XXXX XXXX on XX/XX/XXXX XXXX  who said I needed a packet that she would email to me, that I needed to fill out and send in with the checks. Once I received about 2 days later I had to find a place to have the printed up, which I did, filled them out but had questions because I had told XXXX in CUst. Serv. Dept. that I just wanted to pay off the loan, that I didn't want to rebuild at the time, if at all. I called back on XX/XX/XXXX because I had some questions on the forms and spoke with XXXX XXXX, also Cust. Serv. Dept. and he told me that all I needed was a pay off quoted, which they would email to me and I would send back with the checks. I signed the checks and mailed them priority mail on XX/XX/XXXX, the received on XX/XX/XXXX along with the pay off quote from them that I had to call on 2 times to get them to email to me. They said it would take 2-4 days to get me the email. I don't understand why I had to get the quote from them and then send back to them in the first place, but I did it.??? I called on the 3rd day to see why I hadn't received the first email, they said that I should have and said they would send me another that day, I waited another week. Got an email from XXXX in the Loss Draft Dept saying that my quote had expired and I needed to get another quote from a different department and resend. I called on XX/XX/XXXX and spoke with/yelled at XXXX and she set up another quote for me and sent it directly to XXXX and made sure that he had received it. Received a call today, spoke first with XXXX XXXX from the collections dept. because they keep calling me to tell me my payments are late ( yes, because I am truing to pay off the loan ) ..He checked on the status for me and also told me at that time that the pay off quotes are good for 30 days. No one had told me that. So my first pay off quote should have been good until XX/XX/XXXX. They ended up charging me another {$50.00} dollars because I took to long??? to get the quoted back to them??? I then spoke with XXXX in the Loss Draft Dept and he was looking into status, checking with XXXX, put me on hold for 4-5 minutes and then got hung up on. 
I feel this whole thing is a stalling tactic to get more money out of me. I have a house in escrow that closes on XX/XX/XXXX and I have told them that every time I call in. It took them almost 3 weeks just to get me a pay off quote, then stated they needed a new quote ... and then charged me an extra {$50.00} dollars!!! 
They have my checks and I need the balance of the funds to pay for my new house. I could lose this house if they don't return my funds in time. Houses are selling here for XXXX over asking. I managed to get this one for only XXXX over asking and will have to come up with an extra XXXX over these funds just to get it. I will not be able to afford another one. I feel that they will keep the funds as long as they can and then charge me more money. In the interim, I will lost the house that's in escrow. 

Thank you for any assistance you can give me. My loan # for XXXX XXXX XXXX is XXXX. XXXX XXXX XXXX, located in XXXX  MI. Cust. Serv. # is XXXX XXXX is my contact person in the Loss Draft Dept. My name is XXXX XXXX XXXX, the house address was XXXX XXXX XXXX, XXXX, Ca. XXXX. It completely burned down on XX/XX/XXXX in the Camp Fire.

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