Consumer complaint received 2021-09-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
On XX/XX/XXXX I received a check in the amount of XXXX XXXXfrom the City of  XXXX XXXX This was a check for my taxes, which had already been paid in XX/XX/XXXX. The check was drawn on XXXX XXXX. I called Shellpoint ( New Rez ) Mortgage and was instructed by XXXX to send the check directly to Shellpoint at XXXX XXXX XXXX, XXXXXXXX XXXX  XXXX. I sent the check via XXXX and has receipt that it was received XX/XX/XXXX and signed for by XXXX XXXX. 
I received a SECOND check payable to County of XXXXXXXX in the amount of {$1200.00} oddly enough of XX/XX/XXXX... .again, a SECOND payment of my taxes that were already paid on XXXX. I again called Shellpoint just to confirm what I should do and was told by a XXXX and XXXX to do the same thing. That check was received and signed for by the same XXXX XXXX on XX/XX/XXXX A week later I called and spoke to XXXX who was escalating this to resolve and nothing was placed back in to my escrow. 
I then spoke to an XXXX XXXX and gave both tracking number from my XXXX  XXXX receipts. She said this would be resolved within 48 hours. 
48 Hours later, I spoke to XXXX, who transferred me to a manager, XXXX, and got me in touch with the tax office. 
I spoke with XXXX in the tax office ( XXXX XXXX ) who proceeded to tell me the information I originally received was incorrect and the checks should have come to XXXX XXXX. She said to call back to the tax department XXXX the next morning. 
I then spoke to a XXXX who confirmed that the FIRST check was send to XXXX XXXX on XXXX via XXXX  XXXX. The second was placed in " treasury ''. We called into the tax office and spoke to XXXX regarding the first check and when this should be reflected in my escrow as well as the second check. She said to check within 72 hours.

I called back within 72 hours and again, got no additional information besides hearing this was escalated. 
On XXXX XX/XX/XXXX I received a call after logging a complaint on their ( Shellpoint/New Rez ) website ( or so I thought ) from XXXX XXXX in the Compliance area of Shellpoint and I explained the situation to her. She assured me that she would follow up and stay with me until this matter got resolved. She did call me that Monday with an update that they were still researching this first check. The LAST I heard from her was XX/XX/XXXX to tell me that the first check was credited back to my escrow. Numerous calls to her since have gone unanswered even after leaving a voicemail with each. 
I then spoke to a XXXX in the customer service area of Shellpoint who, after repeating the story for the, what seems like 100th time, got me in touch with a XXXX XXXX at the tax office. I will say, she has reached out to me periodically as this situation is still not resolved ... ... let me continue. 
Both XXXX and I have had multiple joint calls with Shellpoint/NewRez discussing what is now, in my opinion, a missing check ( the second for {$1200.00} ). When we speak to a customer service rep, they can't even see it was received. It is only after we insist on speaking with a supervisor that they magically see it and confirm, yet again, that it was sent to treasury. 
On XX/XX/XXXX I called in and spoke to XXXX XXXX at Shellpoint who talked to XXXX in the Tax office. She kept asking me if this was a personal check I sent or original. I explained the story yet again and said these were the ORIGINAL XXXX XXXX checks that I sent back as I was told to do. She said I should have a response by the end of the following week. 
I called back the end of the week and spoke to a XXXX XXXX who transferred me to XXXX, a supervisor who, along with Chastity on the line confirmed yet again the check was in treasury and that if I had a problem I can reach her directly at extension XXXX. I did that, and never got a response. 
On XX/XX/XXXX I called again to the tax office and got XXXX, who stated she did know XXXX and that this was still being researched. 
At this time, it dawned on me to call XXXX XXXX ( where the XXXX XXXX check was drawn off of ) and see if the check has been negotiated. It HAS NOT! 
I called back to the tax office and got XXXX who confirmed the same thing. 
On XX/XX/XXXX Chastity called and also confirmed she received notice the check DID NOT clear and they can place a stop payment on it and refund it to my escrow. That has still not happened. 
On XX/XX/XXXX, I spoke with a XXXX and she checked the status of the refund and said it should be resolved by XXXX and I would get a call. 
On XX/XX/XXXX I called and spoke to XXXX who tried to get me to escalations, kept verifying the amounts and if these were XXXX XXXX checks, but couldn't help me further. 
On XX/XX/XXXX... XXXX DAYS after, I called again and happened to get XXXX. I asked to speak to someone in escalations and she got me XXXX. She stated they are still waiting to hear from Treasury at Shellpoint ( first I heard that ) and they have a process that have to go through to void the check. I explained I have been a banker for 25 years ... ..how long does it take to void a check that should have NEVER been send out. We have proved ... .I went above and beyond in calling a friend at Wells to confirm that, in my opinion, this check for {$1200.00} ( of which I am due {$1100.00} ... .the rest was penalty they paid ) is lost at Shellpoint. She stated they still have to contact and work with treasury at Shellpoint and wait for a response. I can tell you... .they NEVER respond to any email that anyone has ever sent them. I explained that why should I continue to be out {$1100.00} due to an error I did not create. At this point, in my opinion as a banker and XXXX, they are in violation of XXXX XXXX I asked for a XXXX and none were available. She did say, XXXX was still monitoring and would call me.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation