Date Received: 2019-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage transferred our loan to XXXX on XX/XX/2019. Our regular payment ( via ACH ) arrived to Shellpoint on the same day. Shellpoint lost our payment. I have proof of the payment. Shellpoint will not send our payment to XXXX or refund our money. I have called Shellpoint several times and the problem has not been resolved. A similar situation happened the previous month ; our Bank sent an ACH to Shellpoint on XX/XX/2019 for our XXXX mortgage payment and it finally cleared on XX/XX/2019. I am a XXXX year old home owner with a perfect payment record. I have worked extremely hard to protect my credit rating. I have been treated unfairly by Shellpoint and feel powerless to influence them to refund the payment or send it to XXXX. Can you help?
Company Response: Company believes complaint is the result of an isolated error
State: AR
Zip: 72758
Submitted Via: Web
Date Sent: 2019-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX sold my mortgage to Shellpoint Mortgage Servicing effective XX/XX/XXXX. There was a deferred payment amount of {$2300.00} that was placed at the end of the loan due to a Home Loan Modification completed in XXXX of XXXX. When Shellpoint took over the loan they tried to collect the fees and put them in past due fees. This has prevented me from making my payments online because an error message comes up that says you cant make payments when you have outstanding fees. Ive called numerous times and sent emails to customer service, each time I was told the fee would be moved to deferred payments so I would be able to make online payments. I was told the issue would be handled in 3-5 business days and its been well over a month and they are adding this fee to my mortgage payment. When I asked if they were reporting this amount to the credit bureaus as a past due amount I got no response. Before my mortgage was transferred I was able to make payments with no problems.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2019-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello I am writing this concern/complaint regarding my mother 's house that is in foreclosure. I am not sure where to turn to for help other than here. My mother passed away in 2015 and she was the owner of the house. My mother 's name is on the mortgage as well the sole payee. Once she passed, the mortgage was unable to be taken care of. My father ( Senior Citizen ) could not take care of the payment, for it was too high. He went into XXXX XXXX. The original loan was handled by XXXX. My sister tried to work with them, but they toiled with her for so many months. Then, one day, the loan was given to ShellPoint Mortgage which we are still confused about. We tried to work with them, but nothing. After that, we were told that someone else is in charge of our loan, but have no idea who. We are in state of confusion about what is happening. No one is talking to us or explaining really what is happening. I read that you have policies in place to protect the passing of loved one 's who where owner 's of homes, as well the heirs to the homes. We were not given any instruction or help in regards to that. At this point, we are in dire need. We were not aware of your service before and looking to you for help. The amount of the loan is around {$300000.00}. My mother was the owner. The original bank owner was XXXX. We are based out of XXXX, California. My email is : XXXX Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93619
Submitted Via: Web
Date Sent: 2019-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is the servicer of my mortgage. Per the terms of my mortgage, the property taxes are escrowed for payment by Shellpoint. Today I went to my County website and saw that my tax bill that was due on XX/XX/XXXX has not been paid. To compound my frustration, I am accruing late fees as a result of the non-payment from Shellpoint. This is particularly frustrating because I am in the process of refinancing this week, and I have been told by the new lender that I must bring a check for the past due taxes to closing, and I do not have the funds available in my personal account to do so. Their customer service agents have been no help, and will only say that they will " look in to it '' with no indication on how long it will take to resolve. Due to Shellpoints error, I will now miss the refinance rate that I was quoted and will not be able to refinance this week, that would have allowed me to take advantage of an improved rate.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2019-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing had placed on my statement date, XX/XX/2019 the 'new ' loan servicer added an unnecessary, unexplained XXXX appraisal cost of {$99.00}. They refuse to remove it and have no legal right to add the additional, unqualified {$99.00} appraisal cost to my loan.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want to submit a complaint towards Shellpoint Mortgage XXXX XXXX XXXX XXXX MI XXXX regarding unfair and suspicious escrow practices. This past XX/XX/2019 this mortgage company claimed I was short escrow by 5000 plus dollars and increased my payment by 500 about dollars to be a now unaffordable payment that I can not afford. They are now sending me certified mailings threatening foreclosure. They are calculating my escrow to be XXXX plus dollars a month which yearly adds to well over 12000 dollars. My town taxes hazard and flood insurances dont come anywhere near that amount and I can not get a satisfactory answer why it is so high. This has happened before and I had the escrow payments spread out so I could afford the mortgage. Now that it has happened again im at my wits end. Im afraid of losing my house and I dont know what to do. Im hoping Hud can mediate and get down to what exactly is going on with my escrow.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02050
Submitted Via: Web
Date Sent: 2019-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/2019, I have been contacting New Rez LLC regarding our FHA Loan and the PMI cancellation. My spouse and I were denied on that inquiry, and resubmitted the request in XX/XX/2019 after making an additional principal only payment of {$1000.00}. On XX/XX/XXXX, the company acknowledges receipt of the payment and new request to remove PMI from the loan. The status of the inquiry sat pending from XX/XX/XXXX, until XX/XX/2019. After numerous phone calls from XX/XX/2019 through today, XX/XX/2019, I had gotten no where with the company. We believe at this point that there should be a refund of a couple payments of PMI that should've already been off the loan by now. Terrible customer service with no answers, or follow through that was stated on many of their calls.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An insurance claim for roof damage was submitted on lender based insurance, after a storm, in XXXX.The mortgage was sold out to Shellpoint before the claim was completed. The mortgage was delinquent at that time due to my mothers illness. My mother passed away after the mortgage buy out. I did not have knowledge that the claim would continue after my mothers passing. Shellpoint agreed to let me ( her daughter ) assume the loan. In XX/XX/XXXX, Shellpoint contacted me for the first time about this insurance claim from XXXX. I supplied all the required documents and began to feel that I was being given the run around. Shellpoint would claim they received some documents but not others even though they were sent in the same email or the roofers insurance had expired, etc. The roofing company also contacted Shellpoint after Shellpoint continued to say the paperwork from the company was not correct. I was told, by Shellpoint, to contact three different insurance agencies ( XXXX XXXX, XXXX, and XXXX XXXX XXXX ) for information on the claim even though Shellpoint had access to this information the whole time. After speaking with XXXX XXXX XXXX on XXXX XXXX, I learned Shellpoint had received about half the claim amount ( {$2000.00} ) at the time of the mortgage buy out and the remainder was available as recoverable depreciation that required action on the claim in a certain amount of time. After contacting Shellpoint, regarding this information from XXXX XXXX, I was told the funds had been placed in a restricted escrow account from the time of the mortgage buy out and I had lost any capacity to recover the depreciation.I believe the only reason Shellpoint ever informed me of the claim funds was because of the loan assumption. XXXX released the first insurance payment of XXXX dollars on XXXX, XXXX. The next disbursement would be when 50 percent of roof was complete. I informed Shellpoint no one can start a roof repair through a roofing company with only XXXX dollars. I asked that all the funds be released. Shellpoint said this was not an option because the loan was delinquent at the time of Insurance claim 5 years ago so Shellpoint had to allocate funds in this manner to assure the funds were used to improve the property. So Shellpoint doesnt trust me with the lump sum of XXXX XXXX dollars of claim funds but they agreed to let me assume the much larger mortgage note. I have received annual escrow reports over the years and never to my knowledge were the claim funds represented on any report. I believe Shellpoint thought the property would be foreclosed on and Shellpoint intended to keep the insurance claim funds. Due to this extended situation, the home has continued to suffer related damage. Had Shellpoint been transparent and communicated with me the roof could have been repaired years ago. I have contacted Shellpoint on numerous occasions including but not limited to the following dates : XX/XX/XXXX & XXXX, XXXX XXXX, XX/XX/XXXX & XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX was the Shellpoint insurance contact.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were going through XXXX to complete our modification, we turned in all necessary paperwork only to be called from our XXXX XXXX in the beginning of XXXX saying that we were being denied due to not having enough employment because when we first submitted the file I was on unemployment and during the process began working but with a decrease in pay. All of my pay stubs were submitted since XXXX of this year. Our XXXX representative had to submit the documentation all over again. In XXXX, we received a escrow refund check and was able to pay our XXXX mortgage with those funds not knowing that if the account was current, the modification could not be done. I received a call from our XXXX representative on XX/XX/XXXX with the bad news that since we paid our XXXX mortgage, we couldn't receive a modification. I explained to her that this is unacceptable, if the modification was completed correctly the first time before we ever received an escrow refund, our modification would have been approved and that it wasn't our fault that the documentation was there but the rep at Shell point neglected to double check the pay stubs or even ask. The reason I received was that she thought the pay stubs from XXXX until XXXX was unemployment when the pay stubs clearly state my employers name XXXX XXXX XXXX. So now we have to continue trying to pay the mortgage due to someone else 's mistake and in addition we never received the documentation of not being approved the 2nd time so that we could appeal the decision. Shell point doesn't want to work with their borrowers when they are experiencing hardship and it's a shame!!!!!!
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lender Placed flood insurance was purchased by the mortgage company even though the house was destroyed by fire and the mortgage company was aware of this and had all the official documentation sent to them outlining that the house was a total loss, flood insurance could not exist on property without a house etc. they have refused to refund the lender placed insurance back into our escrow account thus causing our monthly payment to increase.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2019-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A