Consumer complaint received 2025-08-06 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: FL

Complaint narrative:
Basically I called in on XX/XX/XXXX and spoke to a manager XXXX who helped me with trying to schedule an inspection to resolve my insurance proceeds which the mortgage lender had been holding. 

I was in contact with XXXX a shell point manager because I was told by the XXXX that my entire home needed to be part of my claim. I told XXXX that was not true. 

Anyways XXXX stated that only the roof/scope of work that was repaired would need to be inspected.. So I uploaded the repair contract and he then sent an email to XXXX requesting they update their SCOPE of work. 

Then a few days later I got a call from XXXX an inspector for XXXX and I asked her if she had the revised info/scope. She said no. So i told her to go and get it from XXXX. She then stated she had it and I told her to email it to me however she was lying as she didnt have it and was just trying to make the appointment. 

Then there is an employee XXXX XXXX. She is the worst of all the people. This employee started trying to undermine my original agreement and conversation with XXXX by saying that a full home inspection needed to be done even though XXXX stated no. 

This woman XXXX XXXX in my opinion should be terminated for a number of reasons. First she has never once tried to call me to resolve the situation, two she went and undermined XXXX the shellpoint manager with what was agreed, Three I was told she works for XXXX which is the company that handles situations when a borrower has NO insurance and its forced placed insurance. Yet this is not this case yet she just so happens to be involved in my case. 

XXXX works for Shellpoint mortgage not XXXX. But since XXXX from XXXX wanted to try to pull rank he got XXXX XXXX to get involved to undermine XXXX and try and force a full home inspection versus just the inspection on the correct scope of repairs. 

Bottom line, XXXX XXXX shouldnt even be involved with my case and she is only undermining it for XXXX. 

Furthermore, I suggest the CFPB look closely at these relationships between Shellpoint, XXXX and XXXX as there looks to be a potential " kickback scheme '' going on from what I can tell. 

Shellpoint is using XXXX as a middleman in order to get money from XXXX for inspections that are forced by Shellpoint. Due to the laws Shellpoint can not benefit from this but XXXX can. So they do a deal with XXXX  to be able to profit off borrowers! 

Bottom line, Shellpoint mortgage should be investigated by the CFPB on all points and all others as they seem to be a very bad servicer and lender related to a mortgage company called NewRez which has also had its fair share of lawsuits. 

All I was trying to do was get the XXXX that WAS MINE! and These mortgage lenders like to hold borrowers monies hostage in order to give borrowers issue in getting their funds. 

Lastly, I have more equity in my house then the lender, although I do have a small mortgage on my property this lender acts like they are the owners when they are just a small mortgage holder. 

But bottom line XXXX XXXX should be fired and the people at XXXX inspections are up to no good for sure. I would look into that relationship between all of them. This company has no good executive mgmt. But the fact is XXXX agreed with emailing the scope to XXXX and also that it was correct that since there was a scope being given by the borrower/me it should be used. They claim when its a settlement they do a whole home inspection but it seems they are leaving out in cases where the borrower has the scope to give the lender. And in my case I have and am giving the scope. 

Furthermore, the lender is now harassing me and bottom line they refuse to give the XX/XX/XXXX and XX/XX/XXXX emails from Shellpoint telling XXXX to use the scope that was uploaded and emailed. Bottom line XXXX XXXX is just trying to undermine everything and use her ABUSE OF POWER to go over everyones head for XXXX her kickback partner!!!!!!. 

Thank you

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