Consumer complaint received 2025-01-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
This mortgage account is actually in my father 's name but he added me to the account as a 3rd party so that I could deal with the account on his behalf. The company added me to the account. I am also on the deed for the land being sold. 

We are attempting to sell a portion of our land and the title company told me to contact the mortgage company in order to get a partial release from them. ( We paid for the land outright and only have a mortgage on the house so I was confused but followed the title company 's instructions ) I emailed the mortgage company starting in XXXX regarding the partial release request. I was told the process would take from 30-60 business days to complete. After emailing the company numerous times without response ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX ) There was no response from them until a letter was mailed on XXXX saying they apologize but it was taking longer than expected and they would be in touch. I also called the company to find out why there was such a delay and lack of response. The dates of my calls were XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and XXXX. Each time I called I was told there was a packet that was emailed to me and after not hearing from me, they closed the case. Each call after was the same they emailed me and haven't heard a response etc. There was never an email. On the last call of XXXX the person told me there were notes on the file stating they had closed it again due to no response from me. I told them they weren't emailing me and why don't they try to mail the packet. That was two weeks ago and no packet mailed. In addition, this person explained to me that there were notes added to the file in XXXX stating the customer did not receive documents etc which is a lie since there were no phone calls made from in XXXX. I was trying to give them some time to do the right thing. Yesterday XX/XX/XXXX, I received the first email back from the partial release department stating they have received nothing from me and can I provide the documentation again otherwise my account can not be evaluated for partial release. 

I emailed back with the request again and documentation but honestly I think it is a joke to them. They are obviously lying and never sent anything out by email or mail, constantly come up with stories of no response from me which is totally false. I have spoken to supervisors at the company who " escalate '' the request through email but they tell me they have no control over any of it and email to the partial release department is the only avenue I can proceed with. In the meantime, I get emails almost daily of my mortgage statements, XXXX of interest, XXXX XXXX etc so I know they are able to email me. I have no idea why a company would put someone through all of this but I am done playing games with them and want someone to get to the bottom of it. I have a title company waiting to close on land that I own and it has been way over the already ample amount of time that they say they need in order to make a decision. This isn't right, is deceptive and tramples on the rights of every person that does business with them.

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