Consumer complaint received 2025-06-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: CT

Complaint narrative:
My husband passed away. I had to become the administrator of the estate via probate. This was a process. I had no idea what I was doing. There was some type of mediation with Shellpoint and I did not understand a thing. I didn't have the funds to obtain an attorney to assist me. My daughter tried to get involved, but Shellpoint did not want to explain themselves to my daughter so we were lost.They refused to tell her anything which in turn, would have been able to help assist me as she understands these things better than I do. To this day when I call into Shellpoint depending on who answers the phone, I am not acknowledged. Instead of choosing to review the account, Im advised that they will not speak to me because Im not on the loan. I have no capacity to speak on behalf of my deceased husband so they will not speak to me is what they tell me. They will not get me a supervisor because they cant speak to me so theyre not going to waste their time getting a supervisor who also cant speak to me, etc. etc. This is a never ending cycle. and is unacceptable. I dont know if its because Im a woman. I dont know if its based on my now marital status, my race, that they treat me like this, but whatever it is, it is uncalled for. So now they want to foreclose my property. Ive tried to ask for assistance but again its hit or miss when I call in who chooses to talk to me or not. Ive been advised not to bother to send in anything. We wont review your file. Dont send in documents. were not even gon na touch your file. We cant talk to you. We cant speak to you. Were just going to tell you that youre wasting your time asyou are nothing to the borrower at this time. I am FINALLYthe administrator. It is so frustrating that Shellpointhandles the file like this.I have spoken to a few reps just recently who advised me that I am indeed authorized on the account, in order to even get to them, I was transferredso many times it is exhausting. When I finally get to the correct department they say they are authorized to speak to me and that they will put some complaint in regards to the prior reps and fix these notes on the account so everyone can see it but that never happens! All I want is the fair opportunity for my file to be reviewed. I am appointed the administrator of the estate. I went through probate. I need the chance to save my home. Shellpoint is refusing to assist me now my sale is too close per the last representative who I spoke to. I have no options but to reinstate my loan. It's still an ongoing battle after the probate battle. I am requesting a postponement of my sale date that is set for Saturday, XX/XX/XXXX. I am demanding that somebody properly review my file within Shellpoint. I am demanding that somebody get assigned to do their job properly at Shellpoint. I am demanding for it to be documented that when I call in, I am the authorized party AND successor of the estate. I am demanding for the harassment to stop. I am demanding that the representatives stop insisting that Im not authorized. I am demanding that the representative do their job before deciding that they cant speak to me. I have had to go to the hospital due to the stress from dealing with Shellpoint. There is no excuse for the way my file has been handled. It is obviousthey want to take my home.

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