Consumer complaint received 2024-04-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
My father and his ex wife had a home mortgage with XXXX XXXX. After both had deceased, the mortgage was transferred to Shellpoint Loan Servicing sometime around XX/XX/2024. We begin in XXXX or XXXX to reach out to Shellpoint to get information on the account regarding payment amount and details. We made several phone calls being told different things each time we called. We were told eventually that we need to send them a copy of my father 's death certificate and copies of the court appointed personal representative paperwork. Bot items were emailed on XX/XX/2024. 

I gave them time to process those documents and called back XX/XX/2024 to check the status. I was told by a customer representative that they were now able to provide me with the pay off quote. She gave me the amount over the phone and told me that they would be sending the pay off quote by the end of the day. I waited a few days and during this time we are in the middle of trying to close on the selling of this house, the title company handling the closing was attempting to get the pay quote with no avail. I called back on XX/XX/2024 and was told I was not authorized for any information at this time and additional documentation was needed, copy of my driver 's license and copy of divorce papers. I escalated the call up to a supervisor at that time, who I believe his name was XXXX XXXX. I verified with him that the remaining documents needed were copy of driver licenses and divorce papers. I immediately emailed them a copy of my drivers license on XX/XX/2024. I then emailed them a copy of the divorce papers on XX/XX/2024. They told me they needed 24-48 hours to reviewed. I have no once had anyone contact be from company telling me that have received the information I have sent or that additional information was needed. I called them on yesterday, XX/XX/2024 and was once again told they had the information and they were sending the pay off quote within the next 24 hours. This morning I made a call to Shellpoint to verify the pay off quote had been sent and am once again being told that I am not authorized to receive information on the account that they are needed additional documentation. I ask to speak to a supervisor once again and I am transferred to XXXX XXXX, who proceeds to be rude and asks me why I am getting all worked up when the pay off quote has been emailed to my title company and he repeats back the email address I had given them from the day before. I call my title company and they have not received any email or pay off quote information. I call back and speak with XXXX XXXX a customer service representative who is telling me that she can not provide me with any information. I ask to speak to a supervisor again, I am transferred to XXXX XXXX who proceeds that he can not give me any information until they had the death certificate of the other borrower on the loan. I proceed to ask him how on supervisor can say one thing to me this morning, which was a flat out lie, and that another supervisor can say something totally different. I ask him to speak to someone even higher to assist me. He tells me that there is not need to expedite this call any further and he will not transfer for me to anyone else. 

I was suppose to close on this house last Friday, XX/XX/2024. The seller agreed to an extension of 1 week. We are suppose to close this Friday XX/XX/2024 and at this rate is does not appear that will happen. 

And mean while were are racking late and fees and who else know what other kinds of charges from the company because they will not provided me with any information. I already know that the payoff quote is higher than the amount of the loan when they received it, but I do not know how or why and I am sure this amount will continue to increase as they extend this process out even more

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