Consumer complaint received 2025-03-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
My name is XXXX XXXX, my husband and I sacrifice and purchase our home in XXXX. My husband died on XX/XX/XXXX. Ever since he has past, I have struggled with paying the mortgage, because I had to pay for his burial. I was about 3 months behind. I reach out to XXXX, who was the servicer at that time. XXXX put the 3 months on the back end of the loan with no problems. Servicer changed to XXXX XXXX. I had no problems with XXXX servicers. Then the mortgage transferred to XXXX XXXX. My experience with them, due to circumstances my got behind again, due to the homeowners insurance went up to {$6000.00} a year. I applied for mortgage assistance for them to put those 2 months on the back end of the loan. During this experience I spoke to 15 representatives with XXXX XXXX. Every Rep told me what I needed to send in for the deferment. All 15 Reps gave me different information. But they all told me that I had to prove that I was the Successor of Interest to my home. I sent over Quit claim deeds, Deed from the property appraisal office, my husband death certificate, my marriage license, and my original deed and mortgage with my name on it and multiple documents that all 15 reps requested. I had to call XXXX XXXX Legal for XXXX XXXX to get help. XXXX XXXXXXXX final acknowledge that I was the successor of interest to my home. When I asked XXXX XXXX how I can put the loan in my name, they told me that I would have to refinance the loan. Now the loan has been transferred to Shell Point Mortgage servicer. My son moved in with me in XXXX of XXXX, to help me with the mortgage. End of XX/XX/XXXX he was laid off from his job. It was hard for him to get another job due to the fact that we had two hurricane that we experienced in XXXX, Florida. All utility bills also fail behind. This put me in a hardship trying to pay for everything. I have completed 4 modification assistant applications with Shell Point. Shell Point denied me the modification, stating that they can not modify a loan to a deceased person under federal law. If they want to go Federal, I was enacting the St Jermaine Act, which is a federal law for a spouse to assume the loan. When I asked for assistance when the mortgage was only two months behind with no results. I have reached to the XXXX XXXX  for help, because I am a Veteran. I have reached out to XXXXXXXX XXXX for help also with very little results. Over and over, I have sent documents stating that I was successor in interest to my home after the death of my husband. This has been determined through 3 different servicers. If the first loan modification was accepted, I would not have to keep going through these issues. My mortgage is 7 months behind, because they have given me the run around, I have sent Shell Point every document that they have asked for. I have all payments but the 2 months that I was behind. Shell Point mortgage has sent my loan for Foreclosure in spite of all the effort I have done to work with them. I was told by Shell Point that I have to submit a will or probate information proving that I have Title to my home. I reached out to the assign Rep for the lose mitigation, she keeps asking me for a will or probation information that dont exist. She is handling a case that according to the state of Florida it is not necessary. She admitted that she does not know state of Florida law on Successor of Interest laws. Starting back in XX/XX/XXXX all of this has taken a mental toll on my mental state of losing my home of 30 years and being homeless. All of this has sent me through XXXX anguish dealing with this. I now have to go through two XXXX XXXXXXXXXXXX XXXX every week in order to be able to adjust through these situations. Then my XXXX son dies from a XXXX XXXX on XX/XX/XXXX. With all of this I can not even mourn the death of my son.

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