Consumer complaint received 2025-03-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
Complaint Summary : I am filing this complaint against Newrez LLC for the mishandling of an insurance check and return of overages related to the total loss of my home due to a fire. The insurance company issued a check in the amount of {$430000.00} to both myself and my wife and Newrez LLC. The handling of this check and the associated processing of the overages has been marred by significant delays, mishandling, and lack of proper communication. These actions have caused substantial financial and emotional hardship. 
Detailed Timeline of Events : XX/XX/year> : A check of {$430000.00} dollars was sent to Newrez LLC using overnight shipping. 
XX/XX/year> : The insurance check and all supporting documents were in Newrezs possession. This was confirmed to be delivered as per the tracking number. 
XX/XX/year> : I contacted Newrez to follow up with the processing of the check and was informed that the check was not endorsed by my wife. The supervisor with whom I spoke to stated that the check should not have been returned as all supporting documents had already been provided, including documents that stated my wife had passed and I was the executor of her estate. Additionally, the check had been sent to an incorrect address despite having the correct address on file. The supervisor cancelled the check delivery as it was not able to be delivered to a non-deliverable address and because they stated that all required documents were received, and the check did not need to be endorsed by my wife. 
XX/XX/year> : The check was once again in Newrezs possession. 
XX/XX/year> : I contacted Newrez and was informed that the check was at their office and would be processed, with an estimated timeline of 30 days for overages to be returned. 
XX/XX/year> : I followed up and was told that the check had not been deposited but the matter would be escalated for expedited processing through the loss draft department. 
XX/XX/year> : The check was mailed back to us for endorsement by my father, as it needed to be signed as in the estate of [ my mothers name ]. The check was then signed in the estate of [ my mothers name ] and mailed back to Newrez that same day. 
XX/XX/year> : Newrez stated that the check was deposited but required additional time to clear. 
XX/XX/year> : Newrez claimed that the payoff quote had expired during the clearing process and that a new payoff quote was requested. 
XX/XX/year> : The check cleared, but Newrez stated that the funds were still being transferred to customer service for processing. 
XX/XX/year> : NewRez claimed that the check had just arrived from the loss draft department and that they needed up to 21 days to process the overages. 
XX/XX/year> : Newrez claimed that they only sent the lien removal to the court on the day of my call with them and that it could take up to 30 days for the court to approve and process the lien removal. Additionally, they stated that they had over 21 days to process and return the {$280000.00} in overages. 
Issues of Concern : 1. Mishandling and negligence in processing the insurance check.

2. Unreasonable delays have significantly impacted our ability to receive overage funds in a timely manner.

3. Lack of clear and accurate communication regarding the status of the check and lien removal process.

4. Failure to correctly handle supporting documentation and communication, resulting in unnecessary delays. 
5. Due to Newrez 's failure to process the check and send it to the customer service department in a timely manner, the overage amount will be less than what it was initially when the check was first sentthis is due to accruing interest on the remaining mortgage balance during the delay.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation