Consumer complaint received 2024-08-22 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: NH

Complaint narrative:
I own a property that has a mortgage on it in my late husband 's name. I am on the deed but not the mortgage, I am the successor of interest. The mortgage servicer was SLS. I was behind on the mortgage. I applied for and was approved for a loan modification. I was told to make 3 trial payments and then I would sign paperwork to complete the modification. I made the 3 payments in XXXX, XXXX, and XX/XX/XXXX. The loan was sold to Shellpoint on XX/XX/XXXX. I called and called them numerous times in the month of XXXX but they said I was not authorized on the account and therefore, they refuse to discuss the account with me. I was told to send in numerous erroneous documents to prove successor of interest. I was told to send in my late husband 's divorce decree from his first wife. I was asked to send in probate documents for a house that never went through probate. I was finally told on XX/XX/XXXX that I needed to send them a picture of my drivers license, I emailed it on XX/XX/XXXX. I received no response or correspondence. I called again on XXXX, spoke with a supervisor who confirmed they had my license. I spoke with him on XX/XX/XXXX and he told me i was confirmed as the successor of interest. He told me not to worry, he had all the documents for the modification which he would process. I asked about making payments. He told me there were no payments due until the modification was processed which he expected my first payment due sometime in XXXX. On wednesday I got an email with a secure message from Shellpoint. The email didn't work and I had to call them. I was told that the email was just confirming me as successor of interest. I was also told that my loan was in foreclosure. I was confused. I told him what XXXX told me, he told me he was sorry that was incorrect. He said I was supposed to make trial payments due on XXXX and XXXX. I asked for something from shellpoint telling me what is due when and where to make payments. He sent me an email with all of this information. I received a callback from a supervisor yesterday who told me that what the previous representative sent me in an email was unfortunately incorrect. I asked for something from shellpoint telling me how much to pay, when it's due and where to send it. He told me I was going to have to trust him and he sent me another email telling me I had a payment due on XX/XX/XXXX and upcoming on XX/XX/XXXX. I asked if he could send me something saying the foreclosure would be stopped if I made the payment. He refused. They will not send me a bill telling me what to pay them, every time I call I get a different answer. How can they foreclose on my house when they wouldn't talk to me for over a month. I was told my only option was to hirean attorney which I can not afford nor should I have to pay for in order to get a bill from shellpoint. I am prepared to make the payments, but I still have nothing saying they will stop the foreclosure if I do make the payments. I am also fairly sure if I call them again, I will get a different answer. I'm at a loss I don't know what to do

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation