Consumer complaint received 2018-01-19
Company: Shellpoint Partners, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Last XX/XX/XXXX, my XXXX year old Aunt XXXX XXXX and I was named as executor of her estate and the home that she lived in her entire life was willed to me.  That house is not the problem here as it is completely paid for and there is no mortgage owed on it.  However years ago she had another mortgage put in her name that was purchased for my brother.  My brother did not have very good credit at the time so she did it as a favor to him. My Aunt deeded this house to my brother, years ago but the mortgage still remained in her name.  Because of this deed she did not feel the need to mention the house in her will.  My brother has lived in this house for over 30 years however he recently moved to a new location and left his son living in the house with the agreement that he would continue to pay for the monthly mortgage payment. From what I understand back in XX/XX/XXXX my brother found out that the mortgage had fallen behind. He found out that his son was having problems making the payment and he decided to send a check for $XXXX to the mortgage company.  This check was sent back to him.  From there he tried to contact the company, XXXX XXXX XXXX dba as Shellpoint Mortgage Servicing so that he could find out why his check was sent back.    The mortgage had recently been transferred to this company from another company so my brother had never dealt with this company up until this point.  When he called in to speak to them and he told them his name, they told him that they could not speak to him because it was not his name on the mortgage.  He explained that my Aunt had XXXX XXXX and from what I understand, no one would help him.  Finally in XX/XX/XXXX he called me and told me he needed me to try and call them because I was the executor of the will.  I did call them and they told me they would need to have a copy of the will and XXXX certificate faxed over to them before they could speak to me.  I did this on XX/XX/XXXX  and I have a fax receipt confirmation to prove it.  I never heard back from them.  So after a couple of weeks, I tried calling them again.  At that point I was told that the documents that I faxed had not yet been uploaded into the computer so they were still unable to talk to me.  So again I waited for a call and never received one.  I did not pursue this issue any more as I felt I did what I was asked to do and after all, it wasn't even my house.  Then in XX/XX/XXXX both my brother and myself were served foreclosure papers.  I immediately responded to the lawyer that was listed on the paperwork and provided proof of my fax to them and was then told to wait for a payoff amount.  Well the payoff information finally came on XX/XX/XXXX and it was in the amount of $XXXX which is the principal.  $XXXX for Interest.  Total Fees? $XXXX.  Funds owed by borrower $XXXX.  Bankruptcy/Foreclosure Legal Fees and costs $XXXX.  In essence $XXXX more dollars than is even owed on the house.  Being unable to come up with that kind of money my brother has simply decided to walk away from the house.  However what angers me here is that these people did absolutely nothing to try and help him save his home.  All they did was ignore him!!  So since this house is right next door to my home, I decided to try and contact the mortgage company again to see if there was anything I could do to modify and possibly assume the mortgage.  I called there on Wed. XXXX XXXX XXXX  and after speaking in great detail to a representative was given the name of a gentleman who was in charge of this case.  I was transferred over to his line and received voice mail that specifically said leave your information and you will be contacted back within one business day.  Well today is two business days and I decided to try calling back. I spoke to another representative who now told me I had to fax in documents proving who I was.  In other words I had to send the will and the XXXX certificate in again.  These were the documents that I sent to them in XX/XX/XXXX.  I told her I was not going to fax anything until I spoke with the gentleman in charge of the case so once again I was transferred over only to receive his voice mail once again. I left another message, that was this morning at approximately XXXX XXXX and here it is XXXX XXXX and I still have not received a phone call back.  It seems to me that this company isn't really trying to help save this home but instead is interested in foreclosing on it.  I on the other hand would really like to try and save it and was hoping that you could help me get some answers.  I have read reviews about this company and it seems that there a many other people who have experienced shady business practices here.  A mortgage company is supposed to offer to help a homeowner save their home before forcing them into foreclosure.  This company has shown incompetence from the beginning.  I would appreciate anything you could do to help!

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