Consumer complaint received 2025-08-13 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Theres a lot I dont know where to start. My father passed away in XX/XX/XXXX. I started making payments to XXXX XXXX, which was my mortgage company or my fathers mortgage company. I continue making payments until I believe and I do have documents around XXXX XX/XX/XXXX cant really remember exact dates but I can get that information. I was made successor of interest over the loan or mortgage by XXXX XXXX. I do have the letter Iaround that timeframe. I lost my job due to Covid. XXXX XXXX was very accommodating gave me options. I selected and went on forbearance while I was on forbearance. The mortgage loan was sold to Shell point mortgage. I was to come off forbearance around XX/XX/XXXX I called Shellpointe to arrange payments and to make sure they had everything they needed so when I came off of forbearance, everything would go smooth I came off forbearance and then made a payment. Toward the mortgage, I spoke with one of their representatives at this point they had just received all my information. I was then told they were not a honor to agreement I made with XXXX XXXX or the forbearance contract, they put me on the letterhead, to the estate of my fathers name, C/O my name they took my name off of there and they told me they were not give me any information and that I owed for all the months that I was on forbearance in full they would not take payments towards it. Anything paid into the account was gon na get put onto a rotating account until it reached the full amount owed from the forbearance. It was like {$11000.00} at the time I had just lost my job so I wasnt gon na be able to afford that. I asked him. Why are they not honoring what was in contract with XXXX XXXX? They then told me they would not give me any more information since my name was not on the loan. I told him I was made successful for of interest. They didnt honor that well as well. I tried multiple times through the months to get this resolved. In the meantime, they sent letters to my deceased father stating that they had no response from the state and that they were going to go into a default if someone didnt contact them I tried contacting them again was told they would not give me any information. I then made a decision to try to seek help in anyway I could, but I couldnt afford a lawyer. Ive been trying to find what to do for a while now I found this site. I didnt even know was a thing no one in my family was helping me. I dont know why they had such resentment towards me so I had no one to help me except my wife and I weve never had to deal with this before. We then been working on trying to fix the house up as much as we can. We were hit by two storms that caused damage because of what Shell point did I was unable to make claims to my insurance are to FEMA because my name wasnt on the mortgage anymore. I once owed XXXX or around its now up to almost XXXX. They told me my land was appraised for over XXXX and made me get insurance to cover it. I couldnt because my name was not on the mortgage so I couldnt make a policy with the insurance company and they said that the house was not appraised for that amount so I dont know why they were making me get a {$500000.00} policy. I received a letter in the mail from my insurance company stating that they were no longer accepting policies in my area. Its farmers insurance. I dont understand that then they cancel the insurance policy that was being paid for I couldnt open another policy again because my name is not on the mortgage so the Shell point put their own insurance on it and started adding fees and penalties to the account. I tried contacting them. They still wouldnt give me any information. I dont know what to do. Ive tried everything with them. The house is slowly deteriorating because I cant get any help from any source of insurance or FEMA for the damages from the storms so I had to fix it myself its been a real struggle financially and mentally is someone please reach out to me and theres a lot more. I would like to say I dont know where else to go. I hope this is the right place to be can someone please help

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