Consumer complaint received 2023-10-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
I had a house fire and so I requested a payoff statement from Shellpoint Mortgage Servicing who holds the mortgage. The insurance company sent a check for the payoff amount, which was cashed by the mortgage company, but they are still sending bills and won't apply the amount received to actually pay off the mortgage. Every phone call I am assured that it should have been applied and they will take care of it, but it still hasn't been applied. 


Notes from my phone calls with the company : The following was sent to XXXX as per XX/XX/XXXX conversation with XXXX I requested a payoff statement from you, which I received and is dated XX/XX/2023 for a payoff amount of {$28000.00}. This amount is good through XX/XX/2023. 

XX/XX/XXXX I spoke to XXXX to be sure I was doing the correct thing before sending the insurance claim check for {$28000.00} to pay off the mortgage. She only told me how to endorse the check and where to send it to. 

XX/XX/XXXX check for {$28000.00} was mailed to you with a notation that it was for the mortgage payoff for loan # [ account number ] for [ address ], XXXX IL XXXX XX/XX/XXXX the payoff check for {$28000.00} was delivered to you ( according to the tracking number ) by 2-day mail XX/XX/XXXX the payoff check for {$28000.00} was cashed XX/XX/XXXX I talked to XXXX but she couldnt help me, so she transferred me to XXXX in the insurance claims department. He stated that what I had sent with the check was sufficient for a letter of intent and he didnt see why it hadnt been processed that way. He sent an email to his supervisor to expedite getting it recorded. 

XX/XX/XXXX I talked to XXXX in insurance claims, she transferred me to XXXX in personal service, she transferred me to XXXX in loss draft. 
XXXX stated that the wording was wrong in the note with the check, the only difference being that it didnt say I intend for this check to be used as the payoff. I was never told in my original call with XXXX, nor is there anything in the payoff notice that states I have to send a letter of intent at all or with that wording, it only states that the loan number is needed. The attached note has the exact wording she told me to use, although it should not be needed. 
She transferred me to XXXX XXXX in customer service to generate a new payoff statement. I stated that I wasnt going to pay any extra, as the failure to record the original check was not my problem, it was theirs. She escalated the request to accept the original check for {$28000.00} as the payoff. 

In summary, I did exactly what I was told when speaking to your representatives in sending in the payoff check and in subsequent conversations. Please accept the {$28000.00} check as payoff for the mortgage as stated in the payoff letter dated XX/XX/2023. 


The above was sent to XXXX  as per XX/XX/XXXX conversation with XXXX They responded with an email that they couldn't open the attachment ( a pdf ). I sent the statement of intent again as a pdf and as a jpg. 
They then responded that they had received the documents and uploaded the claim for review. 

No further response received Added XX/XX/2023 Spoke to XXXX XXXX or XXXX XXXX XXXX He sees that it is still an active loan, with a loss draft posted for {$28000.00} He sees no reason for the payment not to have been processed with the information they have He spoke to the loss draft department, they said no manager has approved the payoff He sees no other complaint entered in the system, although every person I talked to has told me they have escalated this and sent it to supervisors There is nothing behind doors that hasnt been done to accept the payment He told me he submitted a complaint both to his supervisor and to the top administration Will receive an acknowledgement letter in the mail within 2-3 days also copy to email It has to be resolved within 30 days He will send a personal follow up email so I know it is still being worked on As of XX/XX/2023 No letter of acknowledgement of a complaint has been received, either by email or postal mail Two emails with current payoff statements were received dated XX/XX/2023 and XX/XX/2023, both of which have additional interest and fees

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation