Consumer complaint received 2022-10-18 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
In XXXX I was notified Shell Mortgage regarding a few concerns I had regarding my contractual agreement that included the loan, the escrow, zoning, late fee charges and zoning. I requested to have an audit from from at the time I purchased the home to the the current date which was in XXXX of XXXX. I was told by an agent that I would be getting the forms through mail. I wait 30 days and did not receive any mail regarding the audit. I then reached out to the corporation about another request of receiving an audit. I was told to send an email and request an audit and I sent out the email and requested the audit. I was not sent any forms of documents. I then called and spoke with another agent and her name was XXXX. After speaking with XXXX, she stated that she sent in the message per my request to receive documentation on the audit. I waited again another 30 plus days and did not receive any of the forms I requested. Within late year XXXX of XXXX I then contacted the corporation once again and informed the agent that there were two many discrepancies about the escrow, late charges and other add ons such as the flooding insurance that was required. And to send me documentation of all contractual agreements that showed the zoning that was done upon the home which also showed the classification zone was placed within and including the dates the zoning was completed. Due to the fact I was told the escrow fees were going towards the property taxes and these fees were being paid towards my property taxes. I informed the agent that I had been paying my own property taxes for the last 20 years and it was therefore I needed validation of receipt that would provide proof that the escrow fees that I had been paying out went directly towards the property taxes. I continued to reach out to the corporation all of XXXX and XXXX and they refused to answer the phones and if they answered the phone I would consistently be told by the agents that I was speaking with the wrong department after speaking with the previous department and being transferred to those very departments only to be told I was within the wrong department and because I was on line with the wrong department they were not able to transfer me. Due to covid their hours were unknown. Between XXXX, XXXX XXXX and XXXX I continued to reach out to the corporation with the very same issues. I continued to request for full contractual agreements, Proof of fees that I payed within the Escrows went toward my property taxes, proof of zoning ( that was done ) to conclude the property was within a flooding area. I also requested a full disclosure of the finance charges and several documents that was requested was ignored. I sent many letters again requesting the very same information and all documentation requested was ignored. On XX/XX/XXXX there was a automobile that ran into my home and after speaking with the insurance owner of the vehicle their offer was extremely low for the damages of the home and I informed them I would be contacting my insurance company regarding the issue. I contacted my Insurance company regarding the damages and submitted the claim. They informed me that it would be a 45 day waiting period for the investigation of the claim. They also informed me if any additional information was needed they would contact me by telephone and or mail. I confirmed all contact information and provided them with my sons telephone that could be used as a secondary telephone number just in case I was unable to be reached. During the 45 days waiting period I had not heard anything from them. I contacted them 4 days after the waiting period. I was then told that the finalized report had been completed and they were sending a check within the mail and I should give it about 7 business days to receive the large sum of money. The agent allowed me to know the amount after asking what was the amount that would be sent. The agent provided me with the number and I declined the offer. The agent then replied is this not enough for you? I informed the agent he should be mindful of the very words he use because it was not about the numerical value it was to about the correcting of the home and providing the proceeds to correct the issues at hand. When I then requested to speak with someone about the claim I was again transferred more then 10 times and placed on hold for more then 2hours until I eventually hung up. I reached out to the draft department and as told that I was calling the wrong department and was transferred many many times. When I finally was able to speak with someone she would not allow us to continue speaking on the phone stating we were calling the wrong department and she was not able to assist me and it was my issue that I was calling the wrong department. I informed the agent that I did not receive any forms of documentation regarding the claim and I spoke to the only agent about the claim that I did not get any documentations about the finalizing of the claim and no decisions could be made on any agreements without consulting me first. It was then I was sent the documents of the adjuster that showed only the amount that was being provided and only the value of the home before and after the incident. All other forms were deliberately withheld and blocked off. I then continued repeatedly to reach out to the corporation and I was not able to get in touch with anyone. I have since the claim submitted ( XX/XX/XXXX ) been hung up on, transferred from department to department and each department I was told I was on the phone with the wrong department and when I refused to disconnect the call I was placed on hold until I was hung up on. I have been attempting for the past four years to resolve simple matters with the organization and for the four months been attempting to resolve a claim and I have been deliberately ignored, dismissed and hung up on. Until recently I received a check within the mail that they stated they sent one month ago, asking me to sign the check and wavier and return them the documentations and this was after sending a notification by mail explaining to the organization of their poor services they have provided, are providing and continue to provide.

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