SHELLPOINT PARTNERS, LLC


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"Products" offered by SHELLPOINT PARTNERS, LLC with at least one, but usually more complaints:

Bank account or service - Other bank product/service
Checking or savings account - Checking account
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Title loan
Credit card or prepaid card - General-purpose credit card or charge card
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Credit card debt
Debt collection - I do not know
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt or credit management - Mortgage modification or foreclosure avoid
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Manufactured home loan
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - USDA mortgage
Mortgage - VA mortgage
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, or personal loan - Title loan
Payday loan, title loan, personal loan, or advance loan - Personal line of credit
Payday loan, title loan, personal loan, or advance loan - Title loan
Vehicle loan or lease - Loan

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Complaint ID: 3588751

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: approx 10-12 years ago applied for govt modified home loan accepted stat at 2 to 3 percent interest to maximum 4.5 percent.had no problems till when XXXX XXXX sold loan to shell point mtg servicing in XX/XX/XXXX never notified me till XX/XX/XXXX ot letter saying my mortgage went up from XXXX last 5 years maximum amount to XXXX letter also said i was delinquent on my insurance for condo, my insurance auto payed monthly not late at all XXXX XXXX, condo association insurance paid thru monthly dues so haven't been behind there either in XXXX after calling over month get recording will call back in order received never called back in XXXX got supervisor to call said everything reversed verified insurance and could verify every year/ XXXX im still getting statements saying i owe XXXX and tell me my loan will never go back down to XXXX on loan govt okayed, say i still have to pay XXXX or so to repay escrow that i didn't need already insured and furnished all documents o 40 percent higher insurance they used my escrow on at 30 n i need to pay a this at time company XXXX was cut XXXX dollars a years covid problems, i did nothing wrong was all paid up long before shell point, because shell point didn't get insurance info from XXXX XXXX i have to be punished by paying for there mistake and there refusal to work with me or anyone to fix problem i worked for XXXX over 40 years XXXX XXXX XXXX XXXX XXXX and cant solve problem in 3 months i cant go to Texas through away documents instead of keeping for file is same oner they had me resend and got hol., d but never reversed all charges like insurance and escrow to solve and even if i did admitted throw awaw condos first document keep saying even today i need to swend proof a, .lt technicion trained over XXXX people, yes shell nbackoint

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: MO

Zip: 63128

Submitted Via: Web

Date Sent: 2020-04-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3588230

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My loan service company changed XXXX XXXX XXXX. After the new company ( Shellpoint ) did an escrow analyst it is showing a shortage of almost {$9000.00}. Come to find out they never got proof of me paying hazardous insurance since XXXX. Ive always had lender placed hazardous insurance because it is cheaper for some reason but the company is telling me that it is my responsibility to find all the policies for the last 13 years. I want to know if this is legal and if they can back charge me for this. It even shows in their system two insurance claims Ive made, XXXX & XXXX.

Company Response: Company believes complaint is the result of an isolated error

State: NJ

Zip: 080XX

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3588213

Date Received: 2020-04-01

Issue: Struggling to pay mortgage

Subissue:

Consumer Complaint: On or about XX/XX/XXXX I received a streamlined loan modification trial {$3200.00} from XXXX XXXX XXXX. I successfully completely the 3 month trial by paying {$3200.00} before the due day XX/XX/XXXX, XXXX XXXX, and XX/XX/XXXX. I was told not make another payment until I heard from the new service company Shellpoint because the Service rights were transferred XXXX.I made my XXXX payment on or XX/XX/XXXX to XXXX. I called XXXX they informed me that my modification trial was successfully completed and the new service company would continue with my modification which was 187 additional months. I received a welcome package and a statement saying make of about {$2200.00} to be paid XXXX XXXX. I called 6 times to inquire about my modification agreement and I didnt hear back from Shell point. I received a Notice of default dated XXXX XXXX and no modification. I called XXXX and the said everything was sent to Shell point and they would honor the modification. I contacted Shell Point on 6 different occasions and they claim they have more knowledge of me being in a workout or trail modification. I informed them that I completed the trail days before they acquired the rights to service the loan. I left many messages and sent 2 letter. The only Ive received is a notice of default and I was told that have I made the 3 payment I would no longer be In default.

Company Response:

State: GA

Zip: 30038

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3588118

Date Received: 2020-03-31

Issue: Struggling to pay mortgage

Subissue:

Consumer Complaint: All documents for the short sale review were sent on XX/XX/20 to Shellpoint Mortgage Servicing and they confirmed on XX/XX/20 that they received them. Then on XX/XX/20, the point of contact ( XXXX XXXX ) confirmed that an appraisal has been ordered on XX/XX/20. On XX/XX/20 I spoke to the appraiser XXXX XXXX and he confirmed that the appraisal was conducted on XX/XX/XXXX and it was uploaded to the VA system on XX/XX/XXXX. The appraiser said that he spoke to the seller and was able to gain access to the property. So I asked the point of contact ( XXXX XXXX ) from Shellpoint Mortgage Servicing if the appraisal has returned and he said on XX/XX/20 that they are waiting for the appraisal report to be completed and uploaded on their end and to allow a few more business days. The point of contact ( XXXX XXXX ) rarely responds to our inquiry and he always, always responds after business hours. I can't even get an update by calling Shellpoint Mortgage Servicing because they will just refer us to the point of contact ( XXXX XXXX ) for updates. We can't imagine that the process for an appraisal can take almost a month to be complete. We are greatly concerned because we don't want the buyer to walk away because of this delay.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: VA

Zip: 238XX

Submitted Via: Web

Date Sent: 2020-03-31

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3587985

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I started the process to remove the PMI in XX/XX/XXXX. Even I explained them that I want to know how much I need to pay to drops my loan to 78 %, they send me the same letter over and over again for 3 months. Because I never received an answer, in XX/XX/XXXX, I paid to the principal {$9800.00} to drop my LTV to 78 %. I calculated the LTV using the original value of the house and the loan I bought the house for {$250000.00} and my loan now is {$190000.00}. Now they send me a letter : " Please be advised, your PMI will automatically terminate when the loan-to-value ( LTV ) ratio reaches 78 % of the original value of the residence, which is in XX/XX/XXXX. The automatic termination date is based solely on the original amortization of the loan. '' This mean that it is automatic termination in this date does not matter if I paid the 78 % before of this day. They don't care 78 % they just follow the date XX/XX/XXXX. In the same letter : " For a borrower who has initiated cancellation, the Homeowners Protection Act ( HPA ) provides that, if the borrower meets certain requirements, then PMI shall be cancelled on the date when the principal balance reaches 80 % of the original value. Currently the original LTV is at 82.1 %. '' How did they calculate the LTV?. They may be used another original value of the house. I'm in this process for 4 months, and I don't know what to do? they don't communicate with me. XXXX XXXX XXXX ID : XXXX

Company Response: Company believes complaint is the result of an isolated error

State: FL

Zip: 33055

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3587828

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My mortgage was recently sold to Shellpoint mortgage company. The very first time I tried to make a payment there was problems. They had no information about my loan ( which Ive been paying on for 17 yrs ) and made me pay more then my monthly payment. The lady I spoke to had absolutely no idea what was going on with my loan. When I tried to explain to her that the amount she was telling me I had to pay was wrong she was rude and said that if I didnt pay that amount my payment would be held and then it would be late. I pd the amount she said because I have been working very hard to not make late payments. When I asked to talk to her manager she told me no no reason..just no I dont know what to do.

Company Response: Company disputes the facts presented in the complaint

State: OH

Zip: 433XX

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3587816

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Shellpoint Mortgage Servicing is the lender for my investment property mortgage. My account has an escrow account. The lender had failed to pay my r.e. taxes due XX/XX/2020, so I am incurring penalties. I had received the letter from them stating that my r.e. payment had been made on XX/XX/2020, but checking the website today XX/XX/2020 it says that my r.e. taxes had not been paid.

Company Response:

State: IL

Zip: 60015

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3587784

Date Received: 2020-03-31

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I have a mortgage for an investment property with Shellpoint Mortgage Servicing. They forced me to escrow funds for r.e. taxes and insurance. The first installment of Illinois r.e. taxes in XXXX County was on XX/XX/2020. I called Shellpont numerous times, emailed and faxed my r.e.tax bill twice to no avail. My r.e taxes are delinquent and there are late fees there already. Please, help me resolve this situation.Here is the information for my lender : NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX ( XXXX ) XXXX Loan # XXXX Thank you XXXX XXXX

Company Response: Company believes it acted appropriately as authorized by contract or law

State: IL

Zip: 60015

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3587737

Date Received: 2020-03-31

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Balloon payment became due this month ( {$34000.00} ). Contacted company in early XXXX, account representative XXXX XXXX and left message asking for him to contact me regarding wire transfer instructions as my banking institution was out of state and not easy for me to get a cashier 's check. This message was left twice with end of message indicating Mr. XXXX would follow up with me in 24 hours. There was no return call. I responded by sending the company a personal check for the balance due that was sent overnight to the payment address they provided. Today spoke to customer service representative that stated several supervisors attempted to contact me in the past two weeks regarding check not covering total due. The difference she stated was {$410.00}. I have no record on my phone, nor was a message left requesting a call back to resolve issue. It did not happen. Happy to provide call log to my phone from XXXX. I advised representative that a supervisor can call me and leave a message. Advised her that I would be filing a complaint with all state, federal and private entities about the difficulty contacting the agency and their refusal to accept any payment from me. She said check was returned to me rather than they cash the check and follow up with me with the disputed amount. I have never had a more difficult time paying a bill.

Company Response: Company believes the complaint is the result of a misunderstanding

State: CT

Zip: 061XX

Submitted Via: Web

Date Sent: 2020-03-31

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3587518

Date Received: 2020-03-31

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My loan was recently acquired by this company and completed a trial Loan Modification with my previous lender. It is now approaching 60 days I still have not received the final documents.I have been on hold trying to speak with a representative for the past 3 hours. I finally got someone to answer the phone and she said that she needed to transfer me to another department. Once I was transferred I waited another hour and was then I was told that It is not my fault that you have been transferred to the wrong department and the she transferred me again! I didnt get a word in! This is unacceptable! I am confused as to how customer service representatives are able to disrespect customers this way. I have been patient and respectful and NO-ONE should be spoken to like that. I am requesting someone to get back with me on this asap. I can not believe how poor the service is with this company!

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TX

Zip: 77449

Submitted Via: Web

Date Sent: 2020-03-31

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.