Consumer complaint received 2021-07-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Good afternoon. 
I filed a complaint VIA the Attorney General 's Office against Shellpoint Mortgage Servicing in May of this year. 
I have been in my home since XX/XX/XXXX. My taxes and insurance have always been paid out of my escrow account. While the loan has changed hands several times ( not voluntarily ), this has always been the case / process. 
In XXXX my insurance company ( XXXX XXXX ) advised me that they were mandating that I replace my roof due strictly because of age. 
In XX/XX/XXXX, while going through the financing process, I was made aware that my property taxes for XXXX had not been paid. The underwriting company refused me financing and I could not replace my roof. 
I contacted Shellpoint and they resolved the issue, but taxes still reflected a late payment in excess of 10 months. Shellpoint absorbed any and all applicable fees. 
I then attempted to go through other roofing programs and faced the same result. XXXX being one of them. Their policy was the same. Late taxes? No loan. Despite it not being my fault. I now can not get financing and the clock is ticking. 
Because Shellpoint was at fault for this, I ultimately filed with the FL Attorney General 's Office. Before doing so, I tried for months and months and months to communicate with Shellpoint. I got the run around, they promised to call me back, they gave me a point of contact ( XXXX XXXX ) who finally stopped returning calls and was not helpful. 
Shellpoint has not responded to any of the requests they have submitted. They only call me when I withhold payment, then they call every single day and I go through the entire story all over again, only because I want to hear them tell me they can not help me and that someone will call me back. 
I am now going through the application process with XXXX County Community Development. If this loan does not go through, I have exhausted all of my options. They are the only program that won't hold Shellpoint 's late tax payment against me. However, no word yet and the clock is ticking quickly. 
Ultimately, I face loss of insurance on my home. I face foreclosure without insurance and leave my home vulnerable to damage without insurance. 
XXXX at the Attorney General 's Office in XXXX suggested I reach out to local government offices for assistance and/or guidance and one of them suggested I reach out to you. 

At this point, I have spent countless hours working on and seeking resolve to a massive mishap that my mortgage company caused. Hours and hours, dozens of hours, hundreds of phone calls, etc. and still have no resolve. Shame on Shellpoint for being so difficult to do business with. 
At this point, I feel very strongly that Shellpoint should be held responsible for the {$7100.00} roof that I MUST replace with a deadline of XX/XX/XXXX. 
I have spent a year trying to resolve this, I have exhausted all efforts. 
They will not respond to me AT ALL regarding this matter. 
XXXX County Community Development has not yet determined my eligibility. I have been working with XXXX in their office. She did inform me that they have a heavy backlog. 
Please note, too ; I am a single mom of a XXXX year old daughter. I work a full time job, a part-time job on Sundays, and from XXXX to XXXX, I was working a 3rd job on Saturdays. I am a lawful and responsible XXXX County resident for 15 years and have resided in Florida since XXXX. 
Can you assist me in any way? 
Thank you kindly, XXXX

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation