Date Received: 2022-09-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We fell behind on our mortgage payments because I could not work during covid 19 pandemic. We requested for forbearance and were granted forbearance effective XX/XX/XXXX through end of XX/XX/XXXX. I was still not able to go back to work when forbearance ended, then we requested for another 6 months extension and were denied. According to XXXX XXXX, if a homeowner still had difficulty making monthly payments they were entitled to another 6 months forbearance extension, which we were denied. After falling further behind on our monthly payments, we requested Shellpoint Mortgage several times to offer a workout that would bring our payments up to date, like : XXXX ) Put the delinquent amount at the end of the loan when we were just few months behind XXXX ) Adding the delinquent amount to regular payment over 5 year period. XXXX ) In early XXXX when market interest rate dropped below 3 %, Shellpoint Mortgage turned a deaf ear on our repeated request to reduce our current rate of 4.625 % to make monthly payment more affordable. As per letter ( uploaded ) dated XX/XX/XXXX Shellpoint Mortgage claimed we have not applied for any loss mitigation workout : Shellpoint acknowledged completed applications for modification ( letters uploaded ) as of these dates : XX/XX/XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX. To make things worse, instead of offering any sort of loan modification Shellpoint Mortgage went ahead and foreclosed on our home ( letter uploaded dated XX/XX/XXXX ) Under Federal Law and California home owner bill of right it is illegal to start foreclosure proceedings when loan is under modification. ( Uploaded letter dated XX/XX/XXXX of completed application )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91387
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Shellpoint Mortgage company doesn't report my on time payments in my credit bureaus. I paid for XXXX and the payment doesn't show up on my credit report. They're delaying reporting my mortgage payments and that is hurting my credit score every month
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11429
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Property XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX, FL XXXX was purchased on XX/XX/2002 for {$100000.00}. The current mortgage is the original mortgage when it was purchased. The current outstanding principal is {$89000.00}. The current AVD as per FNMA is {$220000.00}. That is an LTV of 40.22 %. Attached find email correspondence from Shellpoint Mortgage refusing to remove the PMI on the loan. They also refuse to conduct a BPO or appraisal for the removal. I have attached the following documents for your review. Email from Shellpoint Mortgage Current Statement XXXX Closing documents Property Details showing current FNMA AVM value Broker Price Opinion
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Referencing XXXX complaint number XXXX. With Shellpoint Mortgage The long and short of it A few years ago when Shellpoint took over my mortgage, my payments were misallocated, to where I dont know. They threatened with foreclosure.. I sent them the every cleared check to prove I was not late, in the midst of this they reported me to the credit bureau and ruined my credit, they refuse to fix this. XXXX at the XXXX has been working with me, suggested I contact whistle blowers. Till this day they are claiming I am late and charging late fees, which I am not. In a written response to the XXXX Shellpoint was to return my mortgage in good standing and has not.I receive weekly standard correspondence that says we are working to gather information This has been going on for 2 years and Ive suffered enough stress over this and want this fixed. Its terrible a mortgage company can control a person. They also have threatened foreclosure, Including sending someone to the house to photograph it for them. I really could use your help. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Had damage to house, insurance issued check including mortgage company. Went through their claim process but can't get the money released now to pay for a new roof before winter comes to Minnesota. We have a band aid on the roof but will not survive winter. They have sent the check in XXXX & XXXX ( ex wife ) name even though XXXX is only one on account. Said it was fixed & money transferred electronically by XX/XX/2022. No transfer, called & said would take 24 to 48 hours for management to sign off then 10 business days for a check to be cut & then mailed 5-7 days unless I pay for an overnight label from XXXX. If a roof isn't put on, additional damage will occur, possibly making the house uninhabitable. I need them to release the {$10000.00} that they have of our insurance money so I can get this completed. The mortgage servicer is Shellpoint Mortgage, LLC. This is a XXXX XXXXe loan. I am looking for any help possible. Please feel free to speak with XXXX as I work during the day and unreachable.
Company Response: Company believes complaint is the result of an isolated error
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lender has not credited funds correctly during Chapter XXXX bankruptcy. XXXX hs been discharge XX/XX/2022 and as of XX/XX/2022 I can not get an accurate balance and payment information from lender. XXXX statement shows zero payment due for XXXX, but when I call lender to inquire about payoff status, I was informed that I owe {$16000.00}. I have made all regular payments and payments to trustee and am current to date. Everyone I speak to at the lender tells me a different thing and report disparate numbers for whats owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 072XX
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a continuation of the prior complaint # XXXX XXXX regarding loan number XXXX. Over the last 6 months XXXX XXXX, my point of contact at Shellpoint Mortgage Servicing Company, and I had been working on a plan to come out of forebearance, through a loan modification and moving some of the payments if not all, to the back of the existing loan. During this period, I had offered to pay the monthly payment of {$5800.00} which includes principal of {$1100.00}, interest of {$2200.00}, escrow of taxes and insurance of {$2400.00}. XXXX told me repeatedly not to make the monthly payment until Shellpoint had corrected the total balance outstanding minus the escrow amounts I had already paid. During this time XXXX had submitted my request to have 6 months of the the monthly payments placed at the backend of the original loan. We spoke at least twice per month and he insisted not to permit me to make monthly payments to reduce the outstanding balance. I was looking at other options including a reverse mortgage. I was informed from the reverse mortgage companies that my credit score had dropped to XXXX from well over 700 due to Shellpoint submitting a delinquence notice to the credit companies. Then I received a call from XXXX XXXX, who indicated that she was my new point of contact at Shellpoint and that the outstanding balance had increased to {$70000.00} and they needed payment to prevent Shellpoint proceeding further with foreclosure of my property. Needless to say I am in shock. No one had indicated that foreclosure would occur during the period I was in good faith trying to work a plan to come out of forebearance and continue my monthly payments. It was my understanding that Shellpoint would not report me as late to the credit bureaus as long as I was trying to work out a plan with Shellpoint to resolve the forebearance resulting from Covid 19. XXXX from Shellpoint continued to indicate that my loan modification had been denied without explanation. I had received the paperwork for a loan modification from Shellpoint the week of XX/XX/XXXX, completed and returned the paperwork requested by Shellpoint on XX/XX/2022. My continuing issues with Shellpoint are 1 ) not giving me proper credit for the taxes and insurance I paid, 2 ) denying my loan modification during the phone conversation with XXXX Shellpoints customer service representative, 3 ) improperly reporting me as late on my payments when I was working on a solution with XXXX XXXX, 4 ) charging me late fees and attorney fees during the resolution workout period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92675
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had logged into my mortgage loan on XX/XX/2022. Once I had logged in my account said inactive, no loan found. I called Shellpoint on XX/XX/2022 the lady answered, I told her I could not find my loan information. She said XXXX XXXX we received your wire transfer in the amount of {$47000.00} on XX/XX/XXXX and it being processed. The lady congratulated me on having my mortgage paid off. She explained the next steps, said if I were due a refund, I will receive it within 2 weeks. I received an email from Shellpoint on XX/XX/2022 congratulating me on having paid my mortgage off. I had not received anything in the mail, I called Shellpoint on XX/XX/XXXX on the status and if I were due a refund. The lady said I do see that your mortgage has been paid in full. Shellpoint will send the title information to my local county treasures office. I will get a copy will have to file with my local county 's office also. I logged into my account XX/XX/2022 I saw the payoff was processed on XX/XX/2022. I called Shellpoint due to the fact wire transfer was more than my initial payoff shown on my online account. This lady said she was sorry my loan was paid off due to an error on their end. Someone from Shellpoint had entered the wrong loan number I still had a balance. I asked about what I had seen online, the email I received stating my loan was paid in full. She put a supervisor on the phone who said the same thing, she was sorry someone from Shellpoint had entered my loan number for the wire transfer that had paid my mortgage in full. I asked about my online statement and the email I had received. She said the emails are automated generated when loans are paid in full. My loan is currently not paid in full it was a huge error on Shellpoints end she was sorry. I told her with all the proof from online and the email my mortgage should be paid in full due to their error, not mine. None had even called me to say anything about what had transpired.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company applied funds that were for monthly mortgage payment incorrectly Want copies of email and all phone records Company is lying did not resolve and wont send information I am requesting
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My house burned down XXXX days for XXXX this year. the insurance company sent me a check. I sent the check to shelpiont mortgage company to pay off my mortgage. they initially misplaced my check and then they didnt follow the letter of intent that was sent with the check Until I called repeatedly for almost a month straight and then once they found it they followed the letter of intent but by then my mortgage is already late by months and Its reflecting on my credit as such and I cant get another mortgage for a year because of them I contacted the Shell point mortgage repeatedly and discussed it with them even with photographic evidence they will not change the remarks sent to the credit bureau
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A