Consumer complaint received 2024-08-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
My name is XXXX XXXX and I am the personal representative for my XXXX XXXX XXXX XXXX XXXX 's estate. My father passed away XXXX XX/XX/XXXX. When he passed he owned XXXX properties. XXXX that he lived in and XXXX that I rented from him. When he passed my mother and I inherited the home that I resided in. The property address is XXXX XXXX XXXX XXXX, XXXX, MD XXXX. At the time of his death all accounts and assets were frozen by his bank, XXXX  XXXX XXXX who coincidentally was also the mortgage servicer from my property. I contacted the bank to get access to his money to pay his bills for XXXX. He was in a coma prior to his death from XX/XX/XXXX until he passed. My father was never late on XXXX bill in his life so all accounts were within XXXX days when he passed. XXXX  XXXX XXXX told me they couldn't release any funds until he had an established estate. In MD in order for you to establish an estate you need a death certificate and at that time there were delays. It took weeks to get XXXX. But with all of this knowledge on XX/XX/XXXX XXXX  XXXX XXXX sent my father a letter detailing that he was behind on payments and in danger of foreclosure which was false XXXX was the only payment. And they were the ones holding his money. This confused me because at no time was I not in contact with them. I had to physically go into the branch and work with agents to get access to his money. And even after I established his estate on XX/XX/XXXX it still took XXXX  XXXX XXXX until XX/XX/XXXX to give me access to his funds. I then paid payments from XXXX XXXX XXXX from my own funds to bring the account current. Because the only money my father had on hand at the time was just my rent payment which my husband and I had paid him before he got sick in XXXX. We paid for XXXX months upfront. There was no other money to maintain both properties and prevent foreclosure without splitting payments between both properties. So, we used our income to supplement. His residence took until XX/XX/XXXX to finally sell. At which time I paid Bank XXXX XXXX {$8000.00} to bring the account current. In XX/XX/XXXX the city of XXXX had finally finalized the deed transferring the home to my mother and myself. I submitted these documents to XXXX  XXXX XXXX since that is what they required to prove successor in interest. I sent these documents XXXX times. Finally in XXXX of XXXX they confirmed that we were confirmed successor in interests. I received so much mail from XXXX  XXXX XXXX from XXXX until the present that it is ridiculous. They sent out a letter for every time I submitted the documents to confirm XXXX successors in interest. Finally we received a loan modification trial. They stated in XX/XX/XXXX that I could begin paying a lower amount the interest rate would be 5.375 % for 480 months at {$560.00}. As a trial I would have to make payments beginning XX/XX/XXXX and I couldn't be late or miss a payment or the loan modification would be canceled. I made all of my payments up until the final trial payment on XX/XX/XXXX XXXX  XXXX XXXX had not communicated the next step and the system wouldn't let me pay another payment. I still get mail notifications for my father 's old residence I noticed documents from a company called Shellpoint Mortgage for my father. I knew he never had them so I found their number and gave them a call. Apparently XXXX  XXXX XXXX had sold them the loan and provided none of the details I just listed above including me being successor in interest. Shellpoint made it clear they were willing to work with me to get everything straight. I was asked to submit documents proving my identity and my claim to the property. But as I explained to them I do not know anything about new company and I don't feel comfortable giving such personal financial information when XXXX  XXXX XXXX has told me nothing. They told me it was fine because the loan was still in the beginning stages of the transfer there was still time to get everything confirmed. I offered to pay my XXXX payment and they stated that I couldn't make any payments because they don't have all the details on the loan. They couldn't even give loan details because I hadn't been verified. The representative suggested I try to log on to the online system with my father 's information and I can change the address and stay abreast of the progress on the loan. They stated they would be in touch in thirty days with information on the start of the loan and confirming my interest in the property once I am verified. I sent the documents to them two times. The first time they requested it on the phone once I talked to XXXX  XXXX XXXX and confirmed the change in XXXX I sent the documents to their email. I received a letter from Shellpoint on XX/XX/XXXX. They stated that there was an active loan modification on the account and they needed documents to verify who could execute the agreement. I contacted them again via phone and they gave me an email again to send the documents. I told them I wanted to confirm the email because I sent them already. I sent them again on XX/XX/XXXX. On XX/XX/XXXX I received a Notice of Intent to foreclose from Shellpoint that was dated XX/XX/XXXX. They stated that I hadn't made any payments since XX/XX/XXXX. Apparently XXXX  XXXX XXXX didn't report any of my payments or our signed re-modification trial agreement. I am filing this complaint today because this appears to be a pattern with mortgage lenders especially XXXX  XXXX XXXX. They have tried to block successors in interest in the past and have done the same thing with me. I didn't realize the reason for it until I got the balance of my loan versus the property value. My loan balance is a little over {$52000.00} but my home is valued at {$160000.00}. They are trying to take my home and I do not believe this is legal and I also believe it is discriminatory but that's for a different arena. I know this is something that the XXXX clarified in mortgage lending laws in XXXX about assisting successors in interest. At this point I have no other choice but to file this complaint, because Shellpoint Mortgage still will not acknowledge me as successor in interest and XXXX  XXXX XXXX will not talk because the loan has been transferred. My father had XXXX  XXXX XXXX for decades even before when it was XXXX XXXX. He had an XXXX XXXX XXXX when he died. He was never late ever and to see them try to steal my home for profit and gain is disgusting. I want the modification that was promised to me and I want it current from the date of execution. I want to be listed as successor in interest along with my mother. I have attached documents in chronological order to substantiate my complaint.

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