Consumer complaint received 2021-06-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
On XX/XX/2021 I applied for a refinance to lower my interest rate. I was told I had a " conditional approval '' for a 2.87 % rate. I unfroze my credit rating accounts and provided my tax forms, retirement savings information and several months pay stubs. On XX/XX/XXXX, I was told by a XXXX XXXX ( XXXX ) I had to pay around {$500.00} for an appraisal and all other documents had been signed. I gave credit card information and was charged on XX/XX/XXXX. 

At that time, I did, in their defense, have some trouble with my personal phone. Once it was repaired and returned to me, there was a message from an appraiser that was around 1-2 weeks old. I called him back and he said that the appraisal had been cancelled. I waited to hear from the mortgage company about what to do but got nothing. On XX/XX/XXXX, I reached out to XXXX XXXX with some questions but he responded that he didn't have anything to do with it anymore and I should reach out to my loan processor. 

On XX/XX/XXXX, I reached out to XXXX XXXX again, I had not heard from a loan processor and wanted to know who I could speak to about the loan. He did not respond. 

On XX/XX/XXXX, I contacted XXXX XXXX again and told him I have not heard from a loan processor and did not know how to proceed. He mentioned he expected I would be closing in a week or two and to keep in touch with my loan processor. I still did not know who that was or how to contact them at that time. 

Around the end of XXXX, I was asked to resubmit all the documents. When I pointed out to the clerk that I had already done this she responded with a short " we are busy and these are old ''. Since they had not refunded my {$500.00}, I felt like I should comply. 

I was contacted for XXXX information and some other things from people from the office a couple times but none of them could tell me who my loan processor was or answer my questions about the homeowners insurance or the cancelled appraisal. They just referred me to the mysterious loan processor that no one could put me in touch with. 

On XX/XX/XXXX, I received an email stating " We have received all documents requested for the conditions needed to proceed with your loan. No documents are needed at the time. Due to high volume, we are experiencing delays. I am here to answer any questions you may have. We are all working collectively to get your loan set for closing as soon possible. '' That sounded promising. On XX/XX/XXXX I got a email stating " I am working with processing to gather everything needed to close. Your processor will be in touch to let you know when and where that will be. Due to high volume, we are experiencing some delays. I am here to answer any questions you may have. We are working collectively to get your loan set for closing as soon as possible. '' Again, sounded promising but she could not respond to my question about the {$500.00}. 

On XX/XX/XXXX, I got a voice mail from XXXX XXXX ( XXXX ) that said he was my loan processor and to answer my question about the appraisal was that it was cancelled because I didn't schedule it. He said to call him and tell him " what I wanted to do ''. I have been asking him since XXXX what I need to do, and he implied that he just wanted me to call and tell him to drop it. 

New problem : I work during the day at a job that keeps me away from my phone so there is no calling him. I explained in an email that they can email me but XXXX continued to leave emails during work hours for me to call him and tell him " what I want to do ''. This is another indication that he does not want to work with me and for some reason is just looking for excuses to not work on this loan. 

I got an email from XXXX XXXX ( XXXX ) on XX/XX/XXXX. He is " getting this back on track '' but needs to know if I want to continue. I was somewhat short with him. They still have my {$500.00} so yes, they can continue. I added that the fact that they would not respond to me in writing is problematic for me since I am wondering what they are doing that they don't want to put into writing. 

XXXX XXXX attempted to call again but finally sent me an email. He wants to run a new credit report, wants me to submit all the documents a third time and expects me to pay another {$500.00} for an appraisal. 

Coming up on 7 months and all this company has done is take {$500.00} out of my pocket and bully me into providing the same paperwork over and over. I don't understand why my business is so second class that they want to ignore me till I give up on them and they get to pocket {$500.00}. I have always paid my mortgage and I thought that would get me some courtesy, or at least some ethical behavior from my mortgage company. Lesson learned. 

If they had done their jobs in XXXX, I would not be re-submitting everything so I don't see it as my burden that they can't do their jobs. I realize nothing will come of this but filing with CFPB, the XXXX and some other consumer advocates resources will hopefully save others the time and trouble of losing {$500.00} and a ton of time to this company. 

Thank you for your time.

Company response to consumer: Closed with explanation