Consumer complaint received 2024-08-22 00:00:00
Product: Mortgage — FHA 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: NJ

Complaint narrative:
On XX/XX/XXXX The neighbor 's tree fell on my above ground pool which I installed with my own funds in XXXX, damaging my pool leaving my back yard in a complete mess at the beginning of summer. My homeowner 's insurance came out assessed my damages and issued a check for the loss of the pool as other structure and put my name, the mortgage company, ( New Rez LLC ) and my bank on the subject line of the check. I attempted to deposit this check in my bank account but was told all the parties listed on the check needed to endorse the check. On XX/XX/XXXX, I drove over an hour away to have my credit union endorse the check. On XX/XX/XXXX, I mailed the check to New Rez Loss Draft Department. On XX/XX/XXXX, I filed a claim with New Rez Loss Draft and completed the forms emailed to me and the process was explained to me that after they review the claim the check would be endorsed and sent back to me. Between XX/XX/XXXX and XX/XX/XXXX I placed several phone calls to inquire about the status, each time having to wait over half an hour to an hour for someone to come on the phone. Each time, the representatives made promises the check will be sent out after it is reviewed and verified with the insurance company and the check would be overnighted to me. On XX/XX/XXXX I called the insurance company and learned that New rez Loss draft department did reach out and the Insurance company did provide New Rez Loss Draft Department with the letter in XXXX of an adjuster 's report on XX/XX/XXXX at XXXX. Between XX/XX/XXXX and XXXX several more unanswered calls and extremely long waits to speak with a representative occurred, I requested a phone call which I never received. I emailed them, no response to my email. Finally on XXXX, Spoke with XXXX from New Rez Loss Draft Department who informed me that the check was mailed back to my home address on XX/XX/XXXX. She then stated it will take 8-10 business days for the check to reach me, and further stated the expected arrival date would be XX/XX/XXXX. Well, today is XX/XX/XXXX still no check. I called New Rez loss Draft department and spoke to representative XXXX venting my discontentment with her company and requested a transcript from beginning to end of this process regarding my check, she tells me to request that the insurance company re-issue me the check. I questioned why the insurance company would need to re-issue a check they claim to have mailed back to me, crickets were her response. I am at my wits end, don't know what else to do. New Rez Loss Draft department has lost my insurance claim check, they have ruined my summer as my back yard continues to remain messy with no funds to fix the damages. I should not be going through this. I paid My own money to install that pool, I did not get funds through New Rez Loss draft or anyone so they should have never been included on my check and now I am dealing with this never-ending nightmare. Just do a XXXX  search you will see there are countless homeowners who are dealing with similar issues with New Rez Loss Draft, Department, they are the worst, I don't know why they exist, but I need my check back. Please help!

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