Consumer complaint received 2024-11-06 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: AR

Complaint narrative:
I will provide you the actual information concerning our insurance checks including records entered by the loss draft department. 
XX/XX/year>. Checks and required documents ( Adjusters report and Contractors proposal ) were mailed to the loss draft department. 
XX/XX/year> : Multiple submissions through My Insurance portal because no one answers phone or returns calls. Only after multiple emails I received emails from XXXX XXXX with no information concerning the status of my claim. 
XX/XX/year> : I uploaded copies of the documents to portal and only then did they update the portal to show the checks were received and documents accepted on XX/XX/XXXX. ( See portal entries ) XX/XX/year> : Portal shows the checks were deposited into a restricted escrow account. ( See portal entries ) XX/XX/year> : I called the new loan option and was able to talk to a representative who indicated there was no activity on my claim. She indicted this was not the process and escalated my call to XXXX XXXX. 
XXXX XXXX indicated a {$40000.00} check would be sent to me as soon as the funds cleared the bank which usually takes 2-3 days and she would overnight the check. She indicated only Newrez could handle my request to return all insurance funds and that she would email Newrez and have someone contact me. I asked for a follow up email concerning our conversation. She assured me email to her and XXXX XXXX would be the best way to communicate with them. 
No follow up emails or calls were received nor was the check received. 
XX/XX/year> : Emailed XXXX XXXX and XXXX XXXX but did not receive a response from either one of them. 
XX/XX/year> : Called Newrez customer care and talked with XXXX XXXX who indicated the checks had been mailed. Checks were not received. 
XX/XX/year> : Portal was updated to show {$40000.00} check was processed. Received call from XXXX XXXX who indicated the {$40000.00} check would be mailed on XX/XX/XXXX. Check has not been received as of XX/XX/year>. 

Additional emailed have been since to the Loss Draft department with no response. 
Complaint has been filed with XXXX XXXX XXXX with no resolution to our problem. The Loss Draft Departments own portal shows our funds have been with the loss draft department since XXXX. We have been using our own funds to finance the work that has been done on the house due to the fact they are withholding our insurance money. I request all our insurance payments being held by Newrez be returned to us and that additional checks from the insurance company when the repairs are completed be endorsed by Newrez and returned to us immediately so as to not delay payments to our contractors. 

They received another check from our insurance company on XX/XX/XXXX. We asked that this check be endorsed and returned to us. It has not been processed by them. 

It has been very difficult to repair our home from damages incurred in XXXX of this year due to this mortgage company withhold our insurance money. All work on the home has been completed but we have been unable to pay the contractors due to the mortgage company withholding our insurance money. 

Thank you for your assistance in resolving this issue. 

XXXX XXXX

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