Consumer complaint received 2024-10-30 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: TX

Complaint narrative:
On XX/XX/2024, a XXXX came through XXXX, TX. It caused a large tree to crash onto our home, causing major damage. The damage includes our complete roof, my son 's bedroom ( where the tree came in ) is now down to the studs, no ceiling and no flooring. My daughter 's room has no flooring and half the walls are cut out. Our dining room is down to the studs and part of the ceiling is cut out. Our living room and office also has partial walls cut out and partial ceilings cut out. One of the windows in my son 's room is pushed in, and a tarp is covering it. The pillar on our front porch was pushed off the base and the beam is cracked at the top of the porch. There is also a significant crack in our brick below the window that has been pushed in. Our insurance company, XXXX XXXX, has been EXTREMELY unhelpful and offered a tiny percentage of the close to {$100000.00} quote we received from our XXXX. We had to hire a public XXXX to try to get more money from XXXX XXXX. We are having to pay the public XXXX 10 % of whatever money she gets for us. We should not have to pay someone to get our money. They finally sent us XXXX checks for {$3200.00} and {$17000.00}, so we were able to replace the roof at the end of XX/XX/2024. The remainder of the damage has not been repaired- the entire inside of my home, and the porch and brickwork. XXXX XXXX finally issued another check to us for {$30000.00} on XX/XX/2024. The check had to be endorsed by my husband and me and then I overnighted it to Shellpoint Mortgage to endorse it and send it back. They are now holding our money " XXXX ''. I have spent about XXXX hours on the phone with different Shellpoint agents. They all have different information. They have requested a XXXX of XXXX from the XXXX who completed the roof and a detailed report of the work from my XXXX to outline the work that still needs to be done. I have sent that information into Shellpoint twice. Both times, I waited on the phone until the agent received the documents via email. Both times the agent told me she would upload the documents to the portal. The last agent I spoke to didn't see the documents and asked for me to resend them again. I refused because I was getting nowhere with that game. Shellpoint sent an inspector to our home on XXXX XXXX, 2024 to verify that the first XXXX check were used for the roof. He confirmed that and also confirmed that no work had been done on the inside because we had not received any money to go towards those repairs. I finally received a notification yesterday from Shellpoint stating they would be issuing a check for {$3500.00}. When I called Shellpoint to find out why they weren't issuing the entire check for {$30000.00}, she said the inspector 's report stated at least 30 % of the work had been done and Shellpoint determined only {$3500.00} was needed to complete the work. I then called the inspector who came out on XX/XX/2024. He told me he submitted a report stating XXXX work had been done beyond the roof. They kicked his report back and said he HAD to state at least 30 % had been completed. THIS IS FRAUD! I don't know where else to turn at this point. Even if we do get that {$30000.00}, that will not be enough to make all of the repairs. We need at least another {$50000.00} - {$60000.00} to complete the job. Until then, we are having to live in a home in shambles. I need both XXXX XXXX and Shellpoint investigated for fraud. This complaint only asked for XXXX company I have a complaint about. I am happy to provide XXXX XXXX information and my account information. XXXX XXXX was recently taken over by XXXX XXXX. I have done a screenshot of my account information for XXXX XXXX and attached it to the claim. I have attached the XXXX 's estimate which has been put in the XXXX format. The XXXX 's estimate also has many pictures of the home.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation