Consumer complaint received 2025-08-18 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: FL

Complaint narrative:
Loss due to hurricane XXXX, XX/XX/XXXX. Received multiple insurance payments due to process with insurance company : Approx XX/XX/XXXX {$19000.00} Endorsed to roofing company and returned XX/XX/XXXX. {$19000.00} Endorsed and returned XX/XX/XXXX {$3700.00} Put in escrow XX/XX/XXXX. {$1500.00} Put in escrow XX/XX/XXXX. {$10000.00}. Put in escrow XX/XX/XXXX. {$2100.00}. Put in escrow XX/XX/XXXX. {$1200.00} Put in escrow XX/XX/XXXX. {$240.00} Put in escrow XXXX in escrow. {$19000.00} XXXX balance due XX/XX/XXXX {$17000.00} On XX/XX/XXXX, I requested loss draft procedures from Newrez. I received file explaining process and requirements : less than $ XXXX checks endorsed and returned ; over $ XXXX required : check, adjusters proposal, contractors proposal, and claim form. When I didnt receive the check sent on XX/XX/XXXX, {$3700.00}, after XXXX business days, I called and was informed that it was put in escrow. All subsequent checks were put in escrow. 

When all work was completed, and all contractors paid on XX/XX/XXXX, I called Newrez and asked for return of funds. I was told that an inspection was required ( {$60.00} cost to me ), and the funds would be sent in XXXX business days after completed inspection. XXXX was scheduled for XX/XX/XXXX, but cancelled due to inspector not having required documents from Newrez. XXXX was rescheduled and completed as 100 % of work completed on XX/XX/XXXX. I was assured that check would be issued in XXXX business days. 

When the check did not arrive, I called Newrez, and was given the run around until I was finally able to get escalated to XXXX XXXX XXXX. I was told that I needed to provide all XXXX quotes, and a waiver of XXXX on all quotes. This process began on XXXX, took XXXX weeks, and XXXX emails to provide requested documents. Although Newrez requires these documents, their employees do not have capability of receiving large files via email. I sent final requested document on XX/XX/XXXX, with request for next steps. At this point XXXX stopped responding to emails. 

On XXXX, I again called the Newrez loss draft department, and after getting no help from first line, was escalated to supervisor XXXX XXXX. I was told that she was in agreement that they had everything they needed, but that it was being held up by processing. She said she would escalate to management, and I would hear back by the end of the day. I did not hear back and sent multiple requests for follow up. On XXXX, I received request for loan number, and provided??? After XXXX more requests for follow up, I received an email from processor XXXX XXXX XXXX on XX/XX/XXXX, with an incorrect matching of waivers to proposals. I responded with correct matching same day, and requested follow up. After XXXX more requests for follow up between XX/XX/XXXX and XX/XX/XXXX, with no response, I called the Newrez L/D on XX/XX/XXXX. Was able to escalate to XXXX XXXX XXXX, and was assured that it would be escalated to management, and I would have an answer in XXXX to XXXX hours. I have no confidence that will happen. 

Newrez loss draft process is a disaster. Everyone you talk to gives you a different story. There is no effort to help, just to push you off. You are given bad information and timelines that expire and then restart. They isolate communication, and make it impossible to get answers.

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