Consumer complaint received 2025-02-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
An analysis was completed on our mortgage, dated XX/XX/XXXX which I received before XXXX. It stated we had a {$4500.00} surplus that we could request to be returned to us. 

I requested a refund of my escrow surplus over the phone on XX/XX/XXXX and was assured this could be refunded via direct deposit to my linked checking account. I was told that refunds used to be automatically issued after an analysis, which makes sense to me and I would have preferred, but I took the step to request it. I confirmed the last XXXX digits on the XXXX account and waited on the phone until the representative said it was completed. I was told to expect to see the deposit in a couple of days. 

I did not see any deposits into my XXXX account by the beginning of the next week, so I called again on XX/XX/XXXX. I was then told that they were unable to send the direct deposit because they needed my husband 's approval to release the funds because it is a joint mortgage ( of note, the representative I spoke to last week never mentioned anything about this and said my request was completed while on the line ), and that they sent a check in the mail on Friday XX/XX/XXXX. I was not made aware of the issue by phone before they issued the check and I did not consent for the funds to be sent by check, as this is not my preferred method. When I asked, it was not sent by trackable mail so there was no way to check the status. 

I called again on XX/XX/XXXX when I did not receive the check after the mail was delivered that day, a week after they reported placing the check in the mail. I requested that the check be canceled and a new electronic transfer be initiated, and ensured that they had all of the information they needed to be successful this time. They said to expect XXXX days for the deposit to show in my XXXX account. I inquired about why it would take so long when I wasn't told that the previous time, and they said it would likely be completed sooner. 

I called again this morning on XX/XX/XXXX to check on the status because the direct deposit is still not showing in my account. When I called, even though I followed the prompts for escrow like I have each time I called, the woman who answered said that she doesn't work in that department and advised that I could send an email. I have sent emails in the past for a different issue that was never addressed. I opted to speak to a supervisor, who said she escalated my complaint. She said she saw that it had a " to be completed by '' date of XX/XX/XXXX ( nearly XXXX weeks ago ), and she didn't know why this wasn't done yet, but that it's waiting to be processed. I inquired and she said that an escalated complaint does not have an expected timeframe for completion. When I said I felt that this wasn't being addressed and it's very untimely, she said there is no way to know when they will complete it and she can not give me a new target date to expect the funds by because all the computer says is that it should have been done on XX/XX/XXXX ( even though it clearly wasn't ).

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation