Consumer complaint received 2024-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
I received several emails from my current mort co NEWREZ XXXX regarding refinancing. I contacted them on or about XX/XX/XXXX to begin the refinance process. Anything they asked for i provided usually within 48 hrs. I stopped getting responses from my loan office, i contacted the main number to request someone contact me. Was told someone would call me back. No one did, this happened twice. I filed a complaint with the XXXX, the company response was that my debt to income was too high an loan was pending denial. 

This was not accurate, i contacted the company again. And emailed my original contact all my income and debts to prove this was not accurate. I was contacted by a processor named XXXX. She stated they would get my previous contact XXXX to rework the loan an submit for another review. From there it was preliminarily cleared, XXXX was tuff to get a response from as well. On XX/XX/XXXX she sent an email stating most items were clear underwriting and could i provide these last 2 bullet point items and we should be all set. I provided the information requested. Then i stopped being able to reach XXXX, tried several times then received an email from my third person XXXX, on or about XX/XX/XXXX he stated he was assigned to expedite my loan process and apologized for the delay. Asked me to provide mortgage statements, homeowners ins and tax bills. A long with a " note agreement '' from my other mortgage stating it included both house addresses ( its a multi family ) I sent the City Tax Assessors record to him with the house photo, description stating multi family. This was so we could get the loan complete in 5-7 days. That same day XXXX XXXX had the information. 

XX/XX/XXXX I emailed asking for an update. Was told it was with underwriting for final review. 
XX/XX/XXXX I emailed for an update, XX/XX/XXXX i emailed for an update, he responded he now needed 2 month full bank statements. Stating that should be it... I sent them that day. 
it is now th XX/XX/XXXX and im being asked for copies of checks that are deposited to show they go to specific leases. 

At this point its been 90 Days, I provided my tax transcript, my taxes, pay stubs, bank statements, even my reserve savings account statements showing enough balance for six months. And i have a retirement account. At what point is this descriminatory or denial by document request? I have exactly the same debt as i did one year ago when i bought the house. I did not have to provide copies of deposited checks then nor did it take 3 agents and 90 days to not be anywhere with my refi. My current job pays $ XXXX more then when i was approved to purchase and the house assessed higher due to the improvements weve made. Please review this case, i am contacting other mortgage companies to refinance with, but this has been ridiculous. And Ive already paid for the appraisal with this company. Thank you for your time

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