Consumer complaint received 2025-05-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
I submitted a request to my mortgage company NEWREZ, for my PMI to be removed which required a BPO, an investor approved property evaluation in XX/XX/XXXX. I submitted the form along with the payment of {$190.00}. This was the second request I made, the first request was in XXXX XXXX XXXX, and when I called them to check on the progress, they told me the initial amount of {$150.00} which was listed on the request form was not enough. The cost had changed to {$190.00}, at the time, XXXX months had passed. I dont think they would have said anything unless I had called them to check up on the process. 

So I had them refund me the {$150.00} and I sent them a check for {$190.00} with a new request document in XX/XX/XXXX. I received no call to schedule the inspection for XXXX weeks. I ended up calling them XXXX times before they actually sent out a company in XX/XX/XXXX. I called them XXXX weeks after the inspection and I was told to call them to get the results on XXXX XXXX when I called no one had an answer other than the request was still processing. I was told to call back in a week and when I did I was told that the request was canceled because no one could contact me to request some additional information that was needed. when I asked what information they were looking for the customer service person at that time did not know, I was told to call back in a week. When I called back, I was told that they couldnt process the XXXX until they had an appraisal that was done in XXXX. I was able to locate some documents concerning that appraisal but when I called, they said they were actually looking for the appraisal documents from XXXX. It took me a couple of days, but I was able to locate the appraisal and uploaded into their website. I am not sure why they needed appraisal documents XXXX and XXXX XXXX XXXX. They already had the value of the property for year XXXX and XXXX. I got confirmation that they received the documents and they told me to give them time to review the documents when I called them a week or so later I was told that my initial request was canceled by me. I told them I didnt cancel anything and that XXXX calling to get the results. I was then told they will put in a complaint and put a rush on it. They have done this every time I have called in. In the interim they sent me a refund check for my {$190.00}. When I called them and went through all of this process with a customer service rep, and told them inspection was done. Documents were provided, and XXXX waiting on my result, the female on the phone said theyll cancel the {$190.00} check and put in a complaint for this process that has been taking way too long. It is now XX/XX/XXXX, and I have not heard anything and every time I call I get someone new and I have to repeat this whole long story to be told XXXX put in a complaint and a rush request. To add insult to injury, Throughout the whole process They have refused to give me the name of the company that did the inspection and I have not received anything concerning the BPO or Request to remove the {$19.00} PMI on my mortgage. I have asked verbally and in writing for them to send me all documents, transaction and conversations Ive had with them via phone calls an emails.

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