Consumer complaint received 2023-05-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
My mother  passed away in XXXX and I inherited her home that I did not know had a mortgage on it. My son and I moved in several months ago, and I just happened to open an envelope that was a foreclosure notice. It looked like junk mail, there was no return sender name or address, and it was in a plain envelope. It wasnt sent by certified mail, I didnt receive any certified mail of any kind, or have to sign for any letters. I saw the mortgage servicer is Shellpoint, so I immediately called to let them know the primary borrower was my mother, and she was deceased, but I had inherited the property. I told them my mom  was sick and passed suddenly, without being able to tell me shed refinanced the house a while back, and there was a mortgage payment now. I told them I wanted to do everything I could to stop the foreclosure, and would need to get my options for loss mitigation. I asked if I could make a payment towards the past due amount, but they wouldnt talk to me at all about the loan, and said they couldnt accept a payment from me. They gave me an email address of : XXXX to send the documents to verify what Id told them. I emailed my mothers death certificate and executed will on XX/XX/2023, with a detailed request to be confirmed as successor in interest, so that I could apply for loss mitigation, and to stop the foreclosure process. I got an automated confirmation that the email was received and they are working on it. There was a single point off contact listed as the person assigned to the loan at Shellpoint, which was XXXX XXXX, and it had her direct phone number. I called her several times throughout this, but she never answered and never called me back, even though I left detailed messages with the loan number, my mothers information, my information, and that I wanted to take over the loan and needed to know my loss mitigation options. I called the main number at Shellpoint again around XX/XX/XXXX to find out about loss mitigation, and to stop the foreclosure, but the girl said I needed to send an executed will. I explained that Id already sent that with the death  certificate, the week prior, and she said to give them more time to process my request. I called back the next week around XX/XX/XXXX and the guy said they didnt have any documents from me, and wouldnt talk to me about the loan, or tell me any loss mitigation options. He gave me a different email address to send the documents to : XXXX So I sent the detailed request to be confirmed as successor in interest, the death certificate, and the executed will to that email address, and also got confirmation they received it. 
I got an email from Shellpoint/Newrez on XX/XX/XXXX saying they received my request but didnt get the documents I attached. They asked me to email the death certificate to XXXX which I did that day, with the loan number, and got confirmation it was received. On XX/XX/XXXX I called, and they said they received the death certificate, but not the executed will, and they had to have both documents before they could talk to me about the loan or give me any information about loss mitigation or how I can keep the property. I sent the executed will, with the detailed request and loan number to XXXX and also by fax to XXXX, just in case they didnt get them by email. I got confirmation from both fax and email that it was received. 
I called back on XX/XX/XXXX to apply for loss mitigation and to stop the foreclosure process, and was told they had received all the documents Id sent by XX/XX/XXXX ( the same day I called the week prior and they wouldnt talk to me about the loan ) but they needed to forward everything to someone else, and theyd contact me. He still didnt give me any information about the loan or let me apply for loss mitigation. He wanted to verify my contact information, and when I gave him my phone number, he said they had it, but it had do not call next to it. I dont know why it would say that, its my only phone number. He told me someone would contact me, and if I hadnt heard from them by the next week, to call back. I got a letter in the mail a couple days later, which was Friday XX/XX/XXXX, saying I was confirmed as successor in interest, the date on it was XX/XX/XXXX. Id called two times since that date, and still wasnt given any information or told how to apply for loss mitigation. It was after hours on a Friday when I got the letter so I called the following week, XX/XX/XXXX, and was told it was too late to discuss the loan or apply for loss mitigation, the house was to be sold at the auction that day. I was very upset and confused, I told the guy Id been sending her death certificate, and executed will for over 2  months so I could take over the loan and stop the foreclosure process. I told him Id just called the week before, and even though I was unknowingly confirmed as successor in interest at that time, they still wouldnt talk to me about the loan or give me any information. He said last week wouldve been too late to do anything to stop the foreclosure process, and he was very sorry but there wasnt anything he could do. I asked to speak with someone else, someone over him, or someone who handles complaints, and he said theyd tell me the same thing, that theres nothing they can do either. I just kept asking to talk to someone else, and he finally put me on hold, then came back and said his supervisor wasnt available but hed give him my information and have him call me. 
I never got a call back from anyone at Shellpoint. I just dont understand why they wouldnt talk to me about the loan after they received her death certificate since it shows the borrower is deceased, she wasnt married, and I was her only child. They had both documents since XX/XX/XXXX, but still wouldnt give me any information about the loan when I called that same day. I started calling and sending the proper documents as soon as I saw the foreclosure notice, and was naive to think Id be given the same opportunity to keep the house as the primary borrower. There are supposed to be protections for successors in interest who have inherited property after the death of a family member, to prevent unnecessary foreclosures, but I dont feel like I was given that protection. 
My mom left me her house so Id always have a home, and Ill probably never have another chance to own my own home again. Theres only about {$44000.00} left on the loan, which wouldnt take that long to pay off. My son and I will be homeless, we have literally nowhere else to go, if were evicted from here. All my family is deceased now, and this house was all that was left to me. 
I just wanted the same opportunities other homeowners get when they fall behind on payments, so I could get back on track after my mothers death without worrying about losing my home. I sent everything that was required to prove I inherited the property, but wasnt ever given a chance to keep the house.

Company response to consumer: Closed with explanation