Date Received: 2019-06-27
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Shellpoint Mortgage Servicing is repeatedly claiming that I do not have insurance for my property and threatening to charge me additional fees for not having insurance. I and my insurer have communicated with Shellpoint multiple times, but Shellpoint refuses to acknowledge that I have all required insurance in good standing. Shellpoint continues to threaten and harass me about extra fees they intend to start charging me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The 1st mortgage company ( Shell point Mortgage ) denied 2 contracts placed on the property requesting more money. When the last bid was sent in on property the 2nd mortgage ( XXXX XXXX ) refused and is now requesting more money, this process has been ongoing for 7 months now. I don't want to go into foreclosure but at this point I am getting so stressed out that I just want the process over and done. If you turn down 2 offers, second investor know the property is on the market for twice its value, knowing that it needs a outrageous amount of work done on structurally on fountain. Not only did XXXX refuse to grant the original offer But they decided to increase the asking amount at the table to {$34000.00}. To be paid by me at the day of closing which is outrageous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21702
Submitted Via: Web
Date Sent: 2019-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The lender provided an option to list the property in XXXX and I agreed and filled out the authorization form and sent it on XX/XX/2019. They confirmed that they have received it but up until now they still have not given us an update if it's already listed in XXXX. We keep calling them, most of the time getting the POC 's voicemail and sometimes getting a representative but weren't able to help up because they will still transfer or refer me to the POC for the updates. They also emailed the supervisor who is handling the XXXX matter but no response received. And as for the status of the approval from the PMI ( Private Mortgage Insurance ), they are giving us an incomplete update. First they said that they are only missing bank statements, so it was sent to them on XX/XX/XXXX and they forwarded it to PMI on XX/XX/2019 and then after a week they provided us an update stating that we need to re-send the hardship letter, so I re-sent it on XX/XX/2019 and they forwarded it to PMI on XX/XX/2019. Up until today, we are only getting the voicemail of the POC.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to low my rate and morgage amount for since XX/XX/2019 I have been sending them documents and they state they have not receive them. I sent the document over four times.XXXX XXXX XXXX to help still the same thing Still they say they have not receive them as of yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have already filed a complaint against this lender. The case was closed, but the problem persists. I have faithfully paid my mortgage and also principle abatement payments every month. Since XXXX of 2019 I have made 6 payments of {$2300.00} the lender reversed one of them and is not crediting my account. The lender states that they have corrected any problems, yet my statements continue to show less than I have paid. All of the numbers are wrong, the principal balance remaining, the interest paid and still owing. 6 payments @ $ XXXX {$13000.00} yet my statement shows that I have only paid {$11000.00}. I am tired of chasing after this lender, this problem has only existed since they merged or were acquired and became XXXX. I insist this issue be corrected and a new statement sent showing what Ive actually paid.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 07753
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent in a request to my current mortgage company that I was interested in refinancing. A loan processor immediately reached out to me. I let her know that I had never refinanced before and that I had several questions. She attempted to answer most of my questions but I still wasn't comfortable. After several days passed, she reached out to me again because I had not submitted the request. At that time we also discussed all of the fees involved and appraisal. I was still hesitant moving forward because I was unsure as to what my home was valued at. She asked me a lot of questions about my home to attempt to help. I let her know all of the home improvements we have made since we had moved in and also what plans we had with the money from the refinance. As we were talking, she went on several web sites and assured me that my home should at least value for XXXX. She said to me that she didn't see any reason that it wouldn't appraise for that if not more and that I shouldn't have a problem getting the money we discussed. Being that she was the " expert '', I gave her my credit card number and paid {$550.00} for the appraisal. The appraisal was completed on XX/XX/XXXX. I received a copy of the appraisal on XX/XX/XXXX. On XX/XX/XXXX, one of her team mates called and verified my employment. On XX/XX/XXXX, I sent an email over asking about the status of our loan. She responded back that basically the loan was closed because the appraisal was XXXX less than expected. I was not notified at all. I had paid XXXX for an appraisal and now a hard hit on my credit without any further regard to me as a consumer. On XX/XX/XXXX I called the main line to Newrez back to file a complaint in hopes of getting back my {$550.00}. A lady answered and sent me over to the loan processor 's supervisor. It went straight to his voicemail and a name was not given. I immediately called back and was sent over to the complaints dept. at which time I spoke with XXXX XXXX. He listened to me and stated that he was sending it over to a sales manager and that the sales manager would get in contact with me that day. After I didn't hear back from anyone, I called again on XX/XX/XXXX and spoke to XXXX again. He said that the legal team was drafting me a letter but that he would follow up and have someone reach out to me as soon as possible. That same day I spoke with XXXX XXXX. He read off notes that stated I closed the loan myself but then asked me what I was speculating had happened. After I told him that I was assured by the loan processor my home would value at a certain amount and that I was not contacted he told me that the loan processors are not appraisers and can not properly appraise hence the need for an appraisal. He also stated that it wasn't common practice for a loan processor to do so. I informed him that regardless of that, she did in fact assure me or I wouldn't have proceeded with the loan. He took my information and advised that if I didn't hear back from him by XX/XX/XXXX to call him back. About 30 mins to an hour later, XXXX called me back to say that he had spoken with my loan processor and that if I was willing to continue with the loan that he would transfer me to her and she could open it back up. I felt as if I was being pushed against the wall in making a decision and that if I told him no then that would be enough reason to deny reimbursement for my appraisal because at that point I would be closing the loan ( which was already closed ) and the basis of my complaint would be void. I expressed to him that I was unsure about continuing due to the unfair and misleading treatment I had already received. He told me to think about it and to let him know what I decide. I called him again on XX/XX/XXXX letting him know that I would be unable to continue. At that time, he stated that he was not in a position to refund my appraisal and that it wasn't common practice to do so based on the information I was given. He told me in a matter of fact that the appraisal company had to be paid for the service they provided. While XXXX was nice enough over the phone, he made me feel like my issue was not a huge concern and talked down to me. It was almost as if I had to prove what I know she told me and it still didn't matter. I feel as though my concerns with this matter were not taken seriously and that I shouldn't think that I was treated unfairly nor deceived in the process. I had to reach out to them even when I was told that I would be getting a call back and my complaint still isn't resolved nor do they intend to do so.
Company Response:
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 2nd installment of taxes were due XX/XX/19. Escrow payments were collected in the full amount with surplus. I called in to verify and sent a letter of past due payments. XXXX my account shows the money was withdrawn. Taxes are still not paid and are now incurring penalties and fees. I have asked for a proof of the check that was issued along with proof of penalties and fee payments. XX/XX/XXXX and still no progress. No supervisor has ever called me back, I have called over 20 times now.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Working with Shellpoint Mortgage Company on a loan modification since XX/XX/2019. The loan modification was denied on XX/XX/19, but in the loan modification denial letter it states I have until XX/XX/19 to submit an appeal letter. The appeal letter was submitted on XX/XX/19 to Shellpoint Mortgage loss mitigation department. Received two certified letters from USPS today XX/XX/19. The certified letters were dated XX/XX/19. Attached to the letters were Foreclosure filings with the County of XXXX on XX/XX/19 @ XXXX XXXX with fees of {$100.00}. How can this be when the loan modification appeal is not completed and I submitted the appeal before the XX/XX/19 deadline?
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SINCE XXXX I BEEN FORMALLY REQUESTED TO BE CONSIDER FOR A LOAN MODIFICATION AN EVER EVER BEEN HELP AT ALL I BEEN REJECTED, TOTALLY IGNORED AND THE COMPANY MISLEADING THE INFORMATION MANIPULATE THE US POST OFFICE WITH THE BACK DATED NOTICE AND SOLD MY HOME WITH OUT TAKE AL LOOK OF MY APPLICATION, DO NOT RESPONSE MY PHONE CALLS AND FINALLY THEY SOLD MY HOME ON XX/XX/XXXX AND I HAVEN'T BEEN ABLE TO CONTACT THEM AT ALL AND I HAD SOME CALLS FROM THEM WITH TREATS, PRETENDING THAT THEY DO NOT UNDERSTAND ME OR THEY DO NOT HEAR THE CONTACT IS NOT CLEAR I A A SENIOR XXXX AN I DO NOT HAVE ANY WHERE TO GO IF THERE IS ANYTHING THAT YOU CAN DO TO HELP ME AND MY FIANCE XXXX XXXX SHE IS SENIOR AN XXXX TOO
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91605
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got today a new balance different as the last week this new company fraudulent charges are goin out of control shell point new mortgage company when XXXX transfer me to XXXX XXXX XXXX their balance increased by with out explanation but theirs their corrupted numbers when they gave me the loan modification the last one signed force by court or signed or get out of the house thats what my lawyers said at the time they says to the government that they help me to keep my house when in reality they where increased even more my loan with lawyers fees house watching services I live in my house and I never saw no one court fees a new loan 2 loan into one all this new charges where all the way to {$110000.00} plus that was the help I told my lawyers about not been agreed but the say that no choose im in XXXX an my income it is limited so I did have a choose I got family and I can afford to move and at the time I paid my own lawyer to screed me up but the told my lawyer they will be given me a new loan modification with in a year I needed to keep making my payments for a year so far I didn't but that why this is my second complaint with in a month with 2 different amounts I called the costumer services from shell point mortgage services and they claimed I owe them they dont know which mouth or where this charges comes from but I owed them 6 mouth I send them 6 month prove from my bank but so far nothing but a increased amount from XXXX to XXXX With new principal of XXXX XXXX when in my supposed loan modification isXXXX at this point Im making a complaint about a new mortgage company for the same issues they do increased mortgage so I can not afford to pay it and then rob or my real state my family house Since I got my loan modification and been charged {$110000.00} more on my new balances I was suppose to started I paid from 2015 mortgage every month with out missing any payment some times more or letter in a month but never missed any monthly payment since I got my loan modification which it was supposed to help me to stay home no to sell my mortgage and this new loan company to increases my balances again by the way my complaint are about the abused an corruption and fraudulent way to steal real state lies evil fraudulent ways
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2019-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A