Consumer complaint received 2025-07-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
XXXX passed away in XXXX of XXXX. Property location is in XXXX XXXX. I inherited property from my mother after they passed away. The Will has been probated. XXXX XXXX XXXX is the original mortgage company, who the original loan was from - Origin Date XX/XX/XXXX. 
I have been trying to get this account put into my name since XXXX. I received in letter XX/XX/XXXX from XXXX stating " XXXX previously received your request to confirm your interest in the property listed above, but we now consider this request withdrawn. We are not considering your request at this time because : The account has been transferred to another servicer... '' Shellpoint Mortgage acquired our mortgage from Select Portfolio Mortgage company in XX/XX/XXXX with a Principal Balance of {$18000.00} and Escrow Balance of {$460.00}. Since XXXX I have sent over multiple emails, because no one at Shellpoint will talk to me since my name is not on the account. I have sent over documents requested, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The Following documents I have sent over are : XXXX  ID, SS, BirthCert, Marriage Cert, Certified Recorded Copy of Will, my mothers Death Cert, Father Death Cert, Muniment of title. I have called numerous times trying to talk to someone, I keep getting getting letters after I have sent over documents stating, they received it and are looking into it. I have made payments over the phone to a person, requested payments be made towards principle XXXX {$5000.00} Ref # ( I have # ), XXXX {$5000.00} Ref # ( I have # ), XXXX {$5000.00} Ref # ( I have # ), XXXX {$3500.00} Ref # ( I have # ) Received statement in mail in XXXX stating had principal balance of {$4100.00}, had a payment due of {$1000.00}. On XX/XX/XXXX called made payment to a person over phone ( again they still will not talk to me about account ) {$4100.00} Ref # ( I have # ) towards principal. XX/XX/XXXX I receive statement showing Outstanding Principal {$4100.00} the money was put towards {$3600.00} Interest and {$460.00} Escrow. I have a payment due XX/XX/XXXX. 

XX/XX/XXXX They could see that all documents have been submitted. Someone was suppose to contact me via phone, received " letter is to acknowledge your recent inquiry regarding the above referenced loan. Due to the complex nature of the matter, we kindly request additional time to provide a thorough and accurate response. '' Forwarded me to Different Dept to make payment. 
XX/XX/XXXX someone was suppose to call me back ( spoke to XXXX XXXX in XXXX to XXXX  days, made payment. 
XX/XX/XXXX wanted me to call back Monday XX/XX/XXXX, XXXX big deal don't want to put someone on loan that's not authorized. '' XX/XX/XXXX received email requesting " Evidence of quitclaim deed or other similar transfer deed transferred from living spouse or parent as well as proof of identification '' -- Sent by email : Proof of ID, Order Admitting Will to Probate, Muniment of Title, Certified Recorded Copy of Will ( ( have been calling Attorneys getting quotes to hire. They have let me know I have All documents needed, mortgage company does not need anything else from me, no need yet for me to hire them ) I called XXXX ( They could see my name on the account ) asking why my account was sent over to Shellpoint Mortgage. They stated " no reason, its common practice. '' Called Shellpoint today XX/XX/XXXX can not talk to me or answer why money I paid was not applied towards what i requested. Sent over the Muniment of Title again XXXX. Told me to wait 2 days. 
I have called and spoken with XXXX attorneys and my husband just contacted XXXX XXXX. The second attorney said I had all correct documents, I did not need to hire them. I have filed a complaint to Department of Savings and Mortgage Lending, XXXX website. I have been dealing with this since my mother died. It has been so stressful and so much money spent.

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