Consumer complaint received 2024-09-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Our primary residence was significantly damaged during XXXX XXXX on XX/XX/XXXX. Within a week after the storm I had XXXX XXXXXXXX out here and they provided a claim check in the amount of {$24000.00} for damages with a note that when roofing started a supplement could possibly have to be filed. 
I received the check and it was made out to me and to the mortgage company called Shellpoint Mortgage Servicing. I called Shellpoint XXXX and spoke to the Loss Draft department who provided me the address of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I went the following day on XX/XX/XXXX and send the check overnight delivery at cost of XXXX to me to do that, I also purchased a return envelope prepaid so the mortgage company could return the check over night to me. 

By XXXX I had not hear anything so I reached back to loss draft and spoke to a gentleman named XXXX XXXX. I attaching the email from XXXX so you can see how some agents seems to be able to read and follow all the notes and information on the files while some there cant XXXX was very pleasant and said everything I wanted to hear ; however none of it followed was trough on. I have emails to attach of our conversations. 
On XX/XX/XXXX I called into both customer and the bankruptcy department, I spoke to a XXXX  was a supervisor that took my so called last call notes and recognize that throwing the loan in default was illegal and actually violated the " STAY '' order that have in place with the bankruptcy courts have in XXXX protect the homeowners still making all their payment through the trustee office, XX/XX/XXXX was a fun day. I had to leave work teaching to make shellpoint calls to the Bankruptcy Department. I spoke to a XXXX XXXX XXXX XXXXXXXX call started with XXXX XXXX telling me the whole hang up or problem with getting my repair check XXXX  by loan was in defaults at the time of the storm XXXX. I explained that was not possible and I had already been on the phone with other department escalating and trying to get the process started. 

I had to leave for a family emergency for 7 days so I was expecting the process to be done. Not the case. 
XXXX I called into XXXX XXXX and asked to speak to a supervisor. They place a gentleman named XXXX XXXX. XXXX XXXX was probably the most helpful and even human like person I have delay with the whole time, He placed me on a few minute hold and returned to tell me that he could see all the notes and he really recommended today I call the Bankruptcy Department and ask what going on with the paid about that violated the stay. He came back on the line and said there was kind of hangup in getting a check cut from the financial department so he had sent a request of the amount of {$370.00} to be return by XXXX direct placement into my checking account by the safe ways/ I agreed to have that done and he stated that transfer should be complete by XX/XX/XXXX due to the holiday XX/XX/XXXX. I have checked both myinsuranceportal app and my bank account and it doesn't not appear that a check is processing yet. I will check again tomorrow XX/XX/XXXX I called in again and spoke to XXXX confirmed that the escalation on the XXXX check was requested today by him XXXX and it should be back in the ACH account by XX/XX/XXXX. She told me to check in at the end of the day if I do not see i t deposited into the account XX/XX/XXXX I still have not heard anything about my overnight envelope containing the XXXX XXXXXXXX dollar check. I called the loss draft and soke to XXXX. He was absolutely no help what so every. He was reading a standard script and I would have to stop him and tell him that did not apply to my siu=tuation. I finally because so frustrated and mad I ask him to please provide the the copies for the recording that it always says happening for our safety. I would love to listen to the recorded calls that I have and with this company no less than XXXX calls and no less than XXXX different statement and outcome. Oh course XXXX could not provide that for me and he started circling back to reading the standard script- you check has been accepted however our processors are looking at it to make a determinization on how much % they will release for the first draw. 

XX/XX/XXXX I called back in and spoke to XXXX- she stated that a check amount of {$6200.00} had been approved today, buy now it was off to financials to get the check cut. I asked her what am I supposed to do with the already $ XXXX I am out of pocket from my saving about and retirement withdrawals? She didn't have a solution for me other than once I do repairs I am supped to call their office back and request once of their inspections to be assigned out to my residence to inspect and verify that the remodel/repair was act ally done. There is a {$60.00} inspection fee at cost to me for this. Then the request take 3-5 days for an inspector, another 3-5 days for his report to financial, another 3-5 for them to cut a check and then XXXX regular mail unless if was to provide my own overnight envelope each time. Problem is that by the time they get done with all their fees and the extra money they are costing me I am not truly getting the amount that windstorm intended for me to get for repairs.

Company response to consumer: Closed with explanation