Consumer complaint received 2025-05-30 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: NY

Complaint narrative:
In early XXXX of XXXX, I received a certified letter from Caliber Home Loans, my original mortgage company, stating that as per XXXX XXXX, they had to disclose unclaimed property. This letter stated I was owed XXXX from a check dated XX/XX/XXXX. I selected the option stating I had never received these funds and to reissue the check. Please note that Caliber Home Loans was bought out by Newrez Shellpoint in XXXX, I believe. I late XXXX of XXXX, I called Newrez to inquire about my check. The agent told me she didn't have access to Caliber 's records and I got nowhere with the call. I called again on XX/XX/XXXX and spoke with a different rep, who confirmed the date and amount of the check and explained that it was due to an overpayment of escrow. I requested the funds be direct deposited to my savings account and provided all necessary information. I was told it could take up to 20 days to receive my money. On the XXXX day, XX/XX/XXXX, I called again and spoke to another rep, who stated the request for direct deposit had been submitted XX/XX/XXXX with a deadline for approval with a loan officer on the XXXX, the following day. The loan XXXX never approved it and the rep told me she was escalating the issue with her supervisor and had lodged a complaint on my behalf. I then informed that I would be calling daily for status updates about my refund as it was now 5 months past receipt of the certified letter and I had still to receive my refund. I called again today, XXXX/XXXX/XXXX, and spoke with another rep who tole me the case had been opened on XX/XX/XXXX and that it would take XXXX business days to investigate my claim. I informed of my conversation on XX/XX/XXXX in which the rep found the old check that I never cashed. This current rep also lodged a complaint on my behalf and then I requested to speak to a supervisor. She asked me to email her a copy of the certified letter as proof of my claim as she couldn't find the check the other rep had seen. I asked her to please listen to my recorded conversation on XX/XX/XXXX in which the rep found the check and issue date. She agreed, sent me her email so I could provide proof and gave me the co tactics information for Caliber, the original loan company. I called the number she provided today, XX/XX/XXXX, and it was customer service for Newrez. I spoke with another rep, who found the check, emailed me a copy, and stated she was going to escalate wirh her supervisor and lodged another complaint on my behalf. During this last conversation, I was told thr money would be directly deposited in my account in about a week. I emailed the Supervisor the date and amount t of the check as well as th4 location and upload date of this information in my chart, since the Supervisor vehemently denied being able to find it. She has yet to respond. I will be calling again tomorrow for the status of my refund, but I am not hopeful based on my frustrating interactions either reps, which provided different policies, status and timelines.

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