Consumer complaint received 2021-10-28
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My home was impacted by Hurricane Irma on XX/XX/XXXX. After my homeowners insurance company and FEMA denied assistance to repair damages I applied for the Rebuild Florida program ( Rebuild Florida  is a program of the Florida Department of Economic Opportunity ( DEO ) created to help Floridas long-term recovery efforts from recent hurricanes. ). Based on the age of my home Rebuild Florida will be replacing the dewling. One accepted I was responsible to submit several forms to the program 1 form needed to be signed by my lender, " lienholder consent form. '' I sent this form to Shellpoint Mortage and received an initial response that they were in possession of my request on XX/XX/XXXX. Subsequently, I received another letter on XX/XX/XXXX, that stated " Reference Number : XXXX Dear XXXX XXXX : This letter is in response to your recent inquiry regarding the above referenced loan. Shellpoint Mortgage Servicing ( " Shellpoint ) began servicing the loan on or about XX/XX/XXXX. 
Please be advised, the requested document from Rebuild Florida has been submitted to the appropriate department for execution. Additionally, a request has been submitted to have the mobile home title released and to prepare and send a bailee letter with the executed document. 
Once completed, the title release documentation and bailee letter will be sent directly to Rebuild Florida at the address provided to them. 
This should be completed in the coming days. 
As of the date of this communication the loan is current with the next installment due XX/XX/XXXX. 
Please accept our sincere apologies for any delay regarding this issue. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. 
If you have any additional questions or concerns, please contact our Customer Service department at XXXX. '' I had thought this was all taken care of until Rebuild Florida again asked for the document again in XXXX on XXXX. Since I had now a new case worker for the program I assumed that Rebuild Florida had lost the document and requested another from Shellpoint to which this is the reply : " Shellpoint acknowledges receipt of your inquiry on or about XX/XX/XXXX about a form from Rebuild Florida which requires execution and return to a XXXX XXXX within the organization. In reviewing this matter, we confirmed that you previously submitted the same or similar correspondence to which we provided a response letter on XX/XX/XXXX that indicated the requested document ( s ) /information would be provided to Rebuild Florida shortly thereafter. Further review has revealed that, unfortunately, the requested document ( s ) /information was not provided to Rebuild Florida . The issue with completing Rebuild Floridas form is that our records and research show that the mobile was converted to real property. 
In Florida, once a manufactured home qualifies as real property, the homeowner is required to surrender the certificate of title to the XXXX XXXX XXXX XXXX, so it is unclear at this time whether Shellpoint has the original title to provide Rebuild Florida. Furthermore, it is generally impermissible to demolish and/or remove the home from the property, as outlined in your Mortgage. We have coordinated efforts with our Corporate Counsel, who, on or about XX/XX/XXXX, began attempts to contact Rebuild Florida directly, to confirm the nature of the assistance to be provided, what information is needed to facilitate their offer, and whether we can/will provide same. We apologize for the delay in fully addressing your concerns, but please know that Shellpoint is thoroughly researching this matter and taking it seriously. Once our investigation is complete, you will be notified of the outcome under separate cover. 
In the interim, please complete the enclosed Third-Party Authorization Form and return it to our Loan Servicing Department via mail to XXXX XXXX XXXX XXXX, XXXX, SC XXXX, fax to ( XXXX ) XXXX, email to XXXX, or online upload via the web portal. Your correspondence requested that we communicate directly with Ms. XXXX of Rebuild Florida ; however, we do not have proper record that you authorized MsXXXX XXXX to receive account information. According to privacy laws, Shellpoint can only release information regarding the loan to the mortgagor, mortgagors authorized representative, or executor/executrix of an estate. Upon receipt of the required documentation, our records will be updated accordingly. '' I have added my caseworker from Rebuild Florida to my mortgage as a contact. I have called numerous times ( to no avail ) and so has my caseworker, I have sent correspondence and requests for assistance through Shellpoint 's Portal, I have attempted to utilize Shellpoint 's chat feature, I have asked where there was an office that I could and would travel to so that I might settle this issue as I have 2 weeks before I am supposed to vacate my home for a replacement... there is NO office, there is no communication back, there is nothing. I am sitting here for years in a home that needs repairs ( repairs that should have been covered by XXXX XXXX ) that I can not fix ( per Rebuild Florida ) and now should this all fall apart I can not afford the repairs that the home will need.

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