Consumer complaint received 2025-01-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I have two problems with Shellpoint Mortgage Servicing, To clarify the issues I will explain : My house Burned down completely on XX/XX/XXXX, XXXX there was a seven and a half year delay between my loss due to fire and getting a Building Permit from the XXXX XXXX XXXXXXXX XXXX  XXXX The Head of the Building Department of the XXXX XXXX XXXXXXXX obstructed my getting a Building Permit- something he had a history of, as was shared with me by many who had experienced it, in the past, when they learned of my loss. I cooperated with the city building department as best I could though the years, expecting to get my permit, but in XX/XX/XXXX it became evident that the Head of the Building Department lied to me, as the Head of the Building Department. After some trial and error with lawyers, I wrote letters to the City Mayor, The City Supervisors, and The Head of the City Planning Department, by the end of XXXX. The result was The Head of the Building Department retired and I got my Building Permit approved, it took the XXXX XXXX Department until XXXX XXXX, XXXX to actually physically - give me my Building Permit. Now after almost eight years of being homeless, I can finally rebuild my home, but in XXXX XXXX my mortgage was transferred from XXXX XXXX XXXXXXXX XXXX Shellpoint Mortgage Servicing XXXX And my first issue with them is that they can not understand that there was a seven and a half year delay between the loss of my house due to fire and getting my Building Permit, without which NOTHING can be built in XXXX, XXXX 
I have stated this both verbally and in writing, I have stated that I am owner builder, I have had my Claims File sent from XXXX  XXXX XXXX to Shellpoint Claims Department, which should have most of what Shellpoint wants. I have forwarded a copy of the Adjusters Report, dispite it being in my Claims File, Ive sent a copy of my plans, my Building Permit, my statement I am XXXX, among other documents and invoices. But Shellpoint can not understand, they repeatedly ask for the adjusters report and updated adjusters report, a XXXX XXXX, a XXXX XXXX, a XXXX, and an endorsed Claims Check = one that was received and endorsed and XXXX to XXXX XXXX XXXXXXXX XXXX XXXX years ago, and that Shellpoint is holding the funds from.

There is no insurance company involved, not for seven years. The Claims Check has long been dealt with and is now being held by Shellpoint. I have stated repeatedly that I am the Owner/Builder, and have sent the contracts for my XXXX XXXX XXXXXXXX XXXX have told them that I have paid and received one the first of my XXXX XXXX XXXX and now that I have my Building Permit I am ready to build, but I can not without funds. Shellpoint will not disbursed my funds and I can not seem to resolve this issue. Time has and is costing me money and my health, I need to rebuild and have a home to live in, please help in resolving this issue, Thank you. 
My other issue is with Shellpoint Insurance Department : They can not understand that there is NO house on my property at XXXX XXXX XXXX XXXX, despite sending them several copies of XXXX XXXXXXXX XXXX XXXX XXXXXXXX Release of my fire, which at this time, is the only thing the XXXX XXXX Department has pertaining to my fire. There should be a Fire Report in my Claims File sent by XXXX  XXXX XXXX, but The Shellpoint Insurance Department will not communicate with The Shellpoint Claims Department, but the official Press Release should be valid, they could call The XXXX XXXX Department to validate but they will not. 
I have told them both verbally and in writing that it is FRAUD to put insurance on a non-existing house and that there is no house on my property. All there is is a detached garage that survived the fire, but I was told that not legit insurance company will insure a secondary structure without a primary structure present, along with that it would be fraud to insure a non existent house. I was told this by both insurance brokers and companies, as well as lawyers when my fire first occurred. 
At this time Shellpoint is committing FRAUD by putting insurance on my non existing house and is making me an accessory to a crime. I can not get them to understand nor can I seem to resolve this, please help I will be happy to get insurance when my house is rebuilt

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