Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my house and closed my loan on XX/XX/21. At that time, the property taxes were paid through escrow. When I received my escrow account refund, it was short by {$4400.00} because Shellpoint paid the property taxes on XX/XX/21 after the loan was closed. I have made numerous attempts to resolve the issue with Shellpoint and get the rest of my money back, but they are running me in circles. They will not make contact with XXXX XXXX XXXX XXXX to authorize the over payment be sent directly to me. They will not update me on the status of my request to receive my over payment, and whenever I call, they tell me my request is in process and I have to be patient. I have wasted hours trying to get the refund of my escrow account, and have made no progress whatsoever.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97068
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I fell behind on our mortgage due to the XXXX XXXX ; I called my lender XXXX to ask for a forbearance program, which they approved me for. Eventually I went back and forth with XXXX... some reps would say I was still approved for extensions while others said I wasnt. Eventually I applied for a loan modification, which I was told I qualified for ; XXXX gave me my new rate terms and payment. I was extremely relieved and happy. Within XXXX weeks I was told that the approval was done in error, and that I need to start the mod process all over again, which I did. I submitted all the required docs and scheduled the XXXX to be done on the property ... which it was. XXXX then denied my modification because I was at 72 % XXXX and the cutoff was 80 % XXXX : I submitted an appeal asking for any type of assistance just to get back on track. Today XX/XX/21 they just sent me another denial : I am asking for assistance with saving my home and getting back on tract. I am willing to restart the mod process and ask for another appraisal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: re : Shellpoint Mortgage Servicing. Loan account # XXXX. I recently refinanced my house in XXXX XXXX After the refi, the mortgage loan was once again sold to a different lender and Shellpoint Mortgage Servicing is my new mortgage servicer starting XXXXXXXX. Before, during and after the refinance process, I have maintained my homeowner hazard insurance policy linked to the above loan # and it has always been up-to-date and active. My current insurance policy coverage period is XXXX to XXXX ( see attachment ). On XXXX, I received a letter from Shellpoint Mortgage Servicing dated XXXX stating " Our records show that your hazard insurance expired and we do not have evidence that you have obtained new coverage. Because hazard insurance is required on your property, we plan to buy insurance for your property. You must pay us for any period during which the insurance we buy is in effect but you do not have insurance. You should immediately provide us with your insurance information '' and to fax, upload or mail my home hazard insurance policy declarations page to XXXX. On page XXXX of the letter, it states " Shellpoint Mortgage Servicing is a debt collector. This letter is an attempt to collect a debt and any information obtained will be used for that purpose. '' ( see attached copy of the letter ) This is an attempt from XXXX to fraudulently collect a debt that is fraudulently created by XXXX based on their false claim that my house is not covered under any hazard insurance but I already have the insurance and it's not expired. I immediately uploaded the home hazard insurance policy declarations page on the website as instructed in the letter, proving my house is covered under active home hazard insurance. This is not the first time Shellpoint have tried to scam homeowners and tried to impose extra charges to their loan account by claiming XXXX is buying forced-placed hazard insurance for the property while the homeowners in fact do have active hazard insurance. There have been at least XXXX class action lawsuit in XX/XX/XXXX against Shellpoint Mortgage regarding lender placed insurance. There is at least XXXX open class action lawsuit now against XXXX charges for property insurance even if homeowners already have a policy, which involve cases similar to what happened to me. I demand Shellpoint Mortgage Servicing immediately update my home hazard insurance info linked to the above loan account # XXXX. I demand Shellpoint Mortgage Servicing immediately and permanently cancel any charges and fees associated with the forced-placed hazard insurance XXXX purchased fraudulently for loan # XXXX. I demand Shellpoint Mortgage Servicing, in the future, never to try to scam me again or try to do anything fraudulent related to my loan account or the loan holders in any ways. Thank you for your time and attention to this matter.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was offered a forbearance in 2020 because of covid.This was XXXX 2020. XXXX agreed to put the amount at the end of the loan if i made themXXXX payments.on XXXX [ XX/XX/XXXX. I did that. they then transferred my account to shellpoint, who demanded all amounts, over XXXX. i did not have that. They then said i must modify. and subsequently refused to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91362
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently received my " annual escrow account disclosure statement account history '' document dated XX/XX/XXXX for the escrow period from XX/XX/XXXX through XX/XX/XXXX. I recently reviewed the document and noticed that my payment for the month of XX/XX/XXXX is not incldued in the past payments history for payments to escrow. I made the payment and the statement indicates a payment in the amount of {$260.00} was credited to escrow in that month. It is not clear in any mortgage statement related to this account, from XX/XX/XXXX through today, that the XX/XX/XXXX escrow payment was reversed or where it may have went. In addition, the amount anticipated owing to County of XXXX taxing authorites for property taxes is incorrect. The amount to be paid no later XX/XX/XXXX and following is {$1300.00}. You ( and I ) were notified of this increase prior to your preparation of the current escrow disclosure statement and it should be reflected in the anticipated payments section of th disclosure document.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92227
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Today XX/XX/2021 Shellpoint 's representative XXXX XXXX just made up that I said that the documents that Shellpoint requested from me were not necessary. But, he will not list what these alleged documents are because it is false. The only document that I did not sign was the tax payer consent form. This form authorizes Shellpoint to release my personal tax information to third parties. This document was not necessary when Shellpoint provided a modification which it would not comply with after I successfully made all of my trial payments then Shellpoint took back the loan modification because I paid the amounts on their statements. I provided Shellpoint with a 4506-T and a 4506-C which allows Shellpoint to access my tax information form the IRS. I provided my last two years of tax returns.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In early 2020, when covid first started, my husband 's hours were being cut. I called our mortgage company at the time, XXXX XXXX, to see if we could make a smaller payment, just for that XXXX month. I was told no. They told me about the forbearance option that they had. I asked for XXXX month and was told I HAD to do it for XXXX months. So we decided to go a head with it, since were unsure of what would happen over the next couple of months. I asked right then, about the repayment options. I was given XXXX. Pay in full after XXXX months, pay in a XXXX months of installments once the XXXX months was up, by adding it to our current payment or add it to the end of the loan. Before the forbearance ended, in the third month, I called XXXX and told them that we no longer needed help, we would start paying our normal payment. ( I was getting calls from an automated system, asking if we needed a longer forbearance ) I asked if we could put those XXXX payments at the end of the loan, and then was told that ours did not qualify for that option. Of course. Even though I was told before, that it was an option. So, we decided on the XXXX month repayment, which we are currently paying with our normal mortage payment. I saw that on our monthly statements, it showed we owed quadruple of our house payment. I called and I was told that they were in process of correcting it, they just had so many people with forbearance, that it could take time. I called one or two more times after that and was assured that I had nothing to worry about. Our loan was then transferred over to Shellpoint. It probably happened around XXXX. We wanted to look into refinancing or selling our current home to buy another, but were told that the report shows us XXXX days behind on our mortgage payments. I have NEVER missed a payment. We've only ever done the XXXX day forbearance, which they made us do, even though I only wanted one month of a lower payment or one month forbearance. I also emailed XXXX regarding this issue. Our statement with Shellpoint, also shows the same that XXXX was showing. It says on the most current statement, datedXXXX, that our payment amount due is {$4100.00}. Our normal monthly payment is {$1400.00}. It says we {$2600.00}, is our " unpaid amount ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2021-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello I have a serious problem which needs your assistance to resolve. This problem started with the XXXX XXXX pandemic around XX/XX/XXXX. The loss of business forced me to close my business and loose my income. My mortgage company ( ( Shellpoint Mortgage Servicing ) ) offered the forebearance plan on XX/XX/XXXX. It was very good help and they kept extending it every 3 months until XX/XX/XXXX. At that point, I had discussed starting to paying my monthly payment and make a plan for the {$51000.00} in XX/XX/XXXX. They kept saying they refuse my monthly payment and I am required to make the full $ 51k payment. This was NOT the original agreement. The original agreement was to have a forbearance tacked onto my loan amount, not to have the full balance due upfront!! Last time i spoke to my point of contact at shellpoint, she was asking how many payments i can make. i offered a 5 months payment totaling about {$12000.00}. I also offered to come up with a plan to repay what i owe She scheduled a call for us on Friday the XXXX at XXXX. she did not call me at that scheduled time, and she has not returned any of my calls or emails since. Due to the pandemic i was forced to miss a payment and they offered me the forebearance plan. I now want to start making my monthly payments and working on a plan how to repay what i owe and not losing my home.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2021-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid a mortgage off in full on XX/XX/2021. Address : XXXX XXXX XXXX XXXX # XXXX To date, XX/XX/2021, the mortgage servicing company has not filed the cancellation of Security deeds. ( SHELLPOINT MORTGAGE SERVICING ) This means that I do not have clear title to the property. I am trying to sell this property and have an all cash buyer. The closing date was scheduled for XX/XX/2021. However, I have been unable to close on the property because the mortgage servicing company will not file the cancellation of security deeds I have tried on numerous occasions to contact the company. The mortgage servicing company, SHELLPOINT MORTGAGE SERVICING COMPANY, has been non responsive to emails and telephone calls from me, as well as emails and telephone calls from the closing attorney who is handling the sale of my property,,
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2021 Attn : Very Urgent Please! Lender : XXXX, XXXX, Loan Number : XXXX, XXXX Lender/Servicer Address : XXXX XXXX XXXX, XXXX, MI XXXX XXXX : XXXX XXXX XXXX, Cell : XXXX XXXX XXXX Home Address : XXXX Mosticone Way, XXXX XXXX, NV XXXX Dear Sir/Madam : On XX/XX/2021, we submitted a request online to Remove our PMI ( Private Mortgage Insurance, $ 331 Monthly ) since the value of our property had gone up way more to satisfy our lender 's requirement of removing PMI when it reaches an LTV ( Loan to Value ) of 80 %. Today current estimates on our home is at {$580000.00} with XXXX and {$590000.00} with XXXX. Also, recent sales and houses comparable around the neighborhood less or a little more square footage and lot sizes compared to ours have been sold from {$550000.00} to {$620000.00} during the last 90 days. Current Balance owed : {$410000.00}. On XX/XX/2021, XXXX, XXXX responded to our request with instructions. However, it took take them more than a month, XX/XX/XXXX to be exact before we received the request form that they said we need to sign with an appraisal check to formalize the request. To make the story short, the signed request form along the {$150.00} BPO check as instructed were returned to them the same day via Priority Mail. However, yesterday, XX/XX/XXXX, we received another mail from them stating that our loan is now being transferred to a new servicer ; XXXX XXXX XXXX XXXX with telephone XXXX. We are not sure whether this is intentional or a coincidence but this looks very suspicious and perhaps a tactic to delay the cancellation of our PMI. Hence, we would truly appreciate any urgent help you can provide to make this work for us. Since our current Loan Servicer, XXXX, XXXX also stated on their notice transfer letter that the last day they'll accept any check from us will be on XX/XX/2021. Just a few days from now. Sincerely, XXXX XXXX XXXX, Tel : XXXX, Email : XXXX XXXX XXXX XXXX XXXX : XXXX, Email : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A