Consumer complaint received 2024-11-06 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: GA

Complaint narrative:
I am the XXXX  of my fathers estate ( The estate of XXXX XXXX XXXX filed in XXXX XXXX, XXXX XXXX XXXX XXXX  ). My name is XXXX XXXX XXXX XXXX, I live in the property of discussion at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. My phone number is XXXX. My email contact is XXXX. I had been paying the loan as I am legally able to do with the second " buyer '' of the original loan my father took out the mortgage with. That was XXXX XXXX mortgage ( the second lender that had purchased the original loan ). Apparently, as it happens, the loan was sold to " XXXX ''. I was not notified of the sell by XXXX XXXX and as I kept trying to pay them they kept instructing me that they could not discuss the matter with me and would not accept any further payment. Unsure of what was going on I was finally notified by mail in late XXXX that XXXX point was my new lender. I kept calling them and leaving messages and anytime they returned my call the call would immediately disconnect. After over a week of this I was finally able to reach a random representative that looked up my case and explained they had yet received the information kit from XXXX XXXX in regards to the loan but regardless she could not discuss the case with me as my name or social security name was not on the loan so I asked what I needed to send in : she informed me, my drivers license, information, my certificate of the will probated in the county and state it was conducted in, the new loan number with them and my dads death certificate. I immediately went that same day and faxed it with the loan number they had contacted me with by mail. She would not verify with me that it was the correct loan number. Regardless I did my part and have the copies faxed and my proof of fax received as well as my payment for services used to do so as I do not personally have access to a fax machine. I then finally again numerous days later am able to reach my single point of contact by phone after calling continuously. He then tells me I owe thousands of dollars that this loan has now fell into default of payments although I had previously been trying to pay the loan which up to this point XXXX XXXX nor XXXX would accept. I am a XXXX individual and live on a tight budget and did not have all the funds available that he said I owed which I am still unsure of why it was such a high amount as none have sent me a breakdown of those charges from either lender. Nor explained them, vocally. He expressed to me that iit was no problem since I had sent in the correct information and he had received my faxed information as inputted into their computer system but had yet to receive XXXX XXXX information. This all was in XXXX. He, mind you their company representative suggested to me ( not at my request ) that we defer payments to the end of the loan since it was near the 60 days of transfer of information from the previous lender. I accepted this and thought I would then just look at the information on the loan since I was unable to log into their site which was another confusion of establishment for me to have access to that information. I still do not have access to that information now. I touched base several times with this contact through XXXX that the loan would begin again due on XX/XX/XXXX as the first initial payment with them. I had even said to the contact in the original phone call in XXXX that I was trying to pay the XXXX payments I had at that time. Yet I was unable to as they could not accept a " partial payment as they referred it to '', I could not pay on the phone automated or by their customer service nor could I access online. I still don't know if the $ XXXX plus they expressed I owed was a gain of escrow, insurance, late fees or whatever? At no time during any of these discussions did my contact with XXXX express any concerns with me concerning this deferment program of the amount owed, that it was an application process or that there would be any delay. Come end of XXXX, payment was attempted to be made several days. On XX/XX/XXXX, still unable to pay online, by phone automation, I contacted my single point of contact again. Now again unable to pay through customer service I discussed with our difficulties of communication, of not being able to pay the loan. He said he would put in a technical online account set up inquiry and have it corrected so that the payment could be made by XX/XX/XXXX. Come XX/XX/XXXX I had to call again, still unable to gain access to the account by any means to pay over the phone as he said he would do with me on that date if I was still having difficulties. His name was XXXX, but he goes by XXXX and was at the XXXX location as far as his department. Instead of him answering the phone, I got a new person now, named XXXX XXXX. XXXX then tells me my " modification '' has been denied. I explained to him all of the above. He informs me they need the will, the death certificate etc. I go on to explain I have already did all this. He looks back on the account and says I had only requested escrow deferred over XXXX payments I believe he said and that it was denied due to lack of a natural person on the loan. We go back and forth on what I was told and what he thinks I should have been told. He then tells me I owe now $ XXXX plus and how will I be paying that in full? I tell him I can't pay that I am on XXXX and I was told my options are to : 1. Pay the amount in full they say I owe which I have no access to see where this amount came from. 2. Refinance the loan in my name. ( mind you the loan is at 4 % right now as it was when my father opened this mortgage which I can no longer obtain a loan in that interest. 3. Change the loan in my name, which would require me to obtain a lawyer to do so, again I am XXXX and live on a very struggling budget or 4. Make a payment arrangement ( which he never explained and if I would even be able to make that payment arrangement reasonably on my $ XXXX monthly income in a XXXX XXXX, or XXXX. Remodify the loan into longer payments but that they can not do a deferral which has never been requested on this loan through now XXXX lenders owning it because me being the legal party of interest as expressed by XXXX law is not qualifying enough yet he told me I could modify the loan? That makes no sense. I explained to him in XXXX I am allowed to act on behalf of any and all properties, funds etc on behalf of my dads estate without needing to transfer anything since the will was probated. He tells me that is incorrect, yet XXXX XXXX acknowledged me as ( the previous owner of the loan ). So I requested the call log transcripts of previous contact with XXXX since it does make you acknowledge this is a recorded call to collect a debt. He informed me I would need a lawyer to subpoena that type of information. I now fear they are going to try and push foreclosure with no notification required as Georgia allows sadly, outside of a certified mail of 30 days and listing it as foreclosed. I am so upset over the misinformation. I do not have that amount of funds and now both my water heater and air conditioners are not working as well as medical I personally am trying to resolve. The scare tactics, the noncooperation of me constantly trying to communicate with a company which by the way I looked up on nmlsconsumeraccess.org and they aren't even licensed to operate in XXXX Please someone help me or direct me to whom can assist me with these issues and so many more I simply left out due to the length of this complaint. Sincerely, XXXX XXXX ( XXXX ) XXXX. I do accept voicemails and will return your call if I am unavailable at the time of contact. Also, the only information I have for Shellpoint is XXXX XXXX XXXX, XXXX, MI XXXX Loan number XXXX ( The Estate of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX. Loss Mitigation Department, phone number XXXX, Attn : Loss Mitigation, XXXX Mortgage Servicing XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXXXXXX XXXX I would like to add lastly, the XXXX XXXX was very offensive in his responses to me as if I were ignorant ( even if I were, that is even more abusive ), he even said to me that I could have mailed in payments at any time, yet no one would accept my payment at XXXX XXXX nor XXXX after I finally found out who even owned the loan now including him on this phone call. I am so sorry if you have any difficulties reading or understanding my issue as a recovering XXXX patient even years after, I have difficulties expressing myself, not as intellectually as I once could have explained.

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