Consumer complaint received 2024-10-04 00:00:00
Product: Mortgage — Conventional home mortgage
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: FL

Complaint narrative:
After a year and a half my insurance company decided to settle my lawsuit instead of having it continue to trail. The insurance company indicated there was very little damage. Upon settling the lawsuit they provided a settlement letter and payment. I notified the mortgage company of the settlement and uploaded them the letter on XX/XX/XXXX. I overnighted them the endorsed check which they received on XX/XX/XXXX. They asked for the insurance company 's adjuster 's report however there in no adjuster 's report as this was a settlement. They then wanted a contractor 's proposal, however there is no proposals. They then required me to provide an owner completion certificate on XX/XX/XXXX and scheduled their inspector to come out to inspect the house, which I had to pay for. The inspector came to the home and inspected it XX/XX/XXXX. The inspector indicated that he just needed pictures of the outside of the house. We asked if they needed to come inside the home to get pictures. He indicated he did not, and he only need pictures of the outside. Which he certifed the repairs were made satisfactory and there are no liens or claims on the house. After their 8-10 timeframe they needed to upload everything, I reached out to see where we were, and they indicated I need to send them receipts. I asked what receipts, and they said the receipts for fixing the house up. To which I reply what work? the Insurance Company says that there was not damage, the mortgage company argues that he insurance company wouldn't have cut a check unless there was damage and I needed to send them receipts. I asked what timeframe they wanted and they said since the incident ( which was XX/XX/XXXX ). I than proceed to upload misc. receipts and proposal to saticfy them. After another 8-10 days I follow back up and they say oh because it was an insurance settlement they do not need the reciepts however they need to have an inspection of the whole house including the inside. They schedule another inspection that came back on XX/XX/XXXX indicating all repairs are completed and there are no liens. Wait another 8-10 days and follow back up and the response now is they need a waiver of lien from every person that work on the home including ones that just did estimates. I indicated that was impossible as some were individuals from 1 and 1/2 years ago and i have not way of contacting them. They than informed me I can provide them a report from the county to show there are no liens on the property. Which I provided on XX/XX/XXXX and they had 8 - 10 days to review. I called 4 separate times between XX/XX/XXXX - XXXX to verify they had it and nothing else was needed/ Each time they indicated they had everything and they were processing the payment and it will be mailed by XX/XX/XXXX. Today, XX/XX/XXXX, I called to check the status and they informed me that the processer did not do anything with it and didn't know why. A supervisor comes on the call and say they lien search will not work, and they need a waiver of lien from all 12 estimates and/or paid in full receipts.

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