Consumer complaint received 2025-08-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: MS

Complaint narrative:
My mom is the original borrower for the loan and she passed away in XX/XX/year>. She fell behind on her mortgage payments because she was scammed by a company claiming to help lower payments. That company is currently being tried by the United States Department of Justice. I provided information to the mortgage company and they made me Successor in Interest. However, they did not offer me a fair option to take over the mortgage. I explained to them that I could continue with the mortgage payments which were {$810.00} per month. I just needed the past due payments pushed back to the end of the loan ultimately pushing back the payout date but they offered me a plan that raised the monthly payments by {$400.00} making the payment $ XXXX a month. I agreed to it even though I knew it would be tight financially. I know Shellpoint offers forbearance and deferred payments to their borrowers. However, they did not offer those options to me knowing that my mom passed away. Of course, I agreed to the option to save my moms home. However, my first payment was returned because of an unexpected payment that came through. If the mortgage was the original amount of {$810.00}, it wouldve gone through successfully. Originally, XXXX XXXX was working on my moms loan and he was very fast with responding to emails and helping me get Successor in Interest but as soon as I was approved, my moms case was transferred to another person named XXXX who never contacted and hasnt responded to my email. I had to call to see why I couldnt make a payment online and was told that because of the returned payment of $ XXXX the loan is in pre-foreclosure and that I need to pay {$7000.00} to save the home. This is utterly disgusting for Shellpoint to do because yes I understand they are a business but why not work with me with what Im able to do to keep the loan going? Raising the monthly payments {$400.00} and demanding {$7000.00} to avoid foreclosure when all I asked was for them to push the late payments to the backend of the loan which would allow me to make the monthly payments of {$810.00}. I am not responsible for the reasons my mom fell behind on her loan but Im trying to continue doing business with Shellpoint but theyre so greedy and lack empathy for someone who is trying to make things right. Shellpoint has me to the point where I am literally begging them to stop the foreclosure and give me a chance by pushing the past payments to the backend or raise the payment to {$900.00} if they need to but to raise it up {$400.00} is pure madness.

The area I live in is rural and poor and the property is very run down so Shellpoint would lose more money by foreclosing on the loan than by working with me on what Im able to do. No one is moving to this area. Its a high poverty area with very few residents who can actually afford the mortgage. I am employed and can afford the {$810.00} payments. The house will just sit there. Why not accept my offer so that I can keep my moms home and Shellpoint will still receive their money?

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