Date Received: 2019-06-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am a Military member which was XXXX and XXXX in XX/XX/XXXX. I requested CA Mortgage Deferral under CA Military Veterans code for 180 days with XXXX XXXX XXXX. While they were veryfying eligibilty the mortgage was transferred to New Penn Financial / Shellpoint in XX/XX/XXXX - XX/XX/XXXX. New Penn Financial was unaware of the Deferral, they eported the loan delinquent and started the foreclosure process. Upon arriving back into the US I worked with New Penn Financial to provide the same info required for the Deferral with XXXX XXXX. Initially they stated they do not Defer Mortgage, in XX/XX/XXXX they finally stated they would. Any payments made before would not bring the account current, they required all payments from XX/XX/XXXX to be paid. The house has been sold and Mortgage paid in full as of XX/XX/XXXX. Both Mortgage companies were at fault of not following SCRA proctections available to me as a Military member.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for mortgage assistance with my lender since I have been struggling to pay my mortgage since my husband XXXX XXXX XXXX XXXX XXXX. I asked my lender for help and they denied the mortgage assistance because of my age they are not extending my loan which is possible because I have a XXXX XXXX loan they are assuming if they extend my loan I will die before the maturity date. That is age discrimination. I need assistance I am all alone with no one help. I lost my Husband and our household income was cut in half, I would like my lender to consider me for a loan modification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-05
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I did a Mortgage Modification back in XXXX of XXXX with XXXX XXXX to have our Principal reduction lowered on our Mortgage for over a three year term. XXXX honored the agreement and as of XX/XX/XXXX the 1st of three reductions was taken off the principal reduction. On XX/XX/XXXX, the 2nd of the three reductions was taken off the principal balance. In XXXX of XXXX XXXX XXXX sold out loan to Shellpoint Mortgage Services and to date, they have not taken the last reduction off and it is now XX/XX/XXXX. I have called them over and over and over since XX/XX/XXXX and constantly get a different answer or they do not know what I am talking about. If I myself as a homeowner did this to the Mortgage Company, I would have lost my house and the Agreement would have been Null and Void so why are they not being hit with any consequences? I have fought for 6 years to get this far and now again, I have to fight. I am ready for a nervous breakdown and just want this resolved ASAP. Please tell me what can I do. I have attached the Loan Modification for you to please review. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07869
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I initiated a jumbo loan with XXXX XXXX for {$630000.00} in XX/XX/XXXX. My first payment was due on XX/XX/XXXX, with a payment amount of {$3700.00}, of which {$520.00} was allocated towards escrow. I made the XXXX payment on XXXX and included {$300.00} extra towards principle. I made the XXXX payment on XXXX and included {$200.00} extra towards principle. And I made the XXXX payment on XXXX and included {$200.00} extra towards principle. On XX/XX/XXXX, I received via US Mail a letter from XXXX XXXX XXXX XXXX dated XX/XX/XXXX that indicated XXXX had purchased my loan from XXXX and that future servicing would be handled by Shellpoint Mortgage Servicing. I was confused by this notification, as XXXX had not provided me any notification of my mortgage servicing transfer. I know that XXXX will dispute this and claim that they did send me notification. Once they do so, I will provide the mortgage statement I received from XXXX after making my XXXX payment indicating that my next payment was due to XXXX on XX/XX/XXXX. I was confused when I received this letter from XXXX and immediately reached out to them. I left three message on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I called Shellpoint Mortgage Servicing on XX/XX/XXXX and spoke to XXXX XXXX - she indicated XXXX had no record of my mortgage and could not find it by my property address, loan number or last four of my SSN. I continued to leave messages at XXXX looking for answers. I also called XXXX to find out who was servicing my loan and where I needed to make the XXXX payment. I ended up speaking with XXXX XXXX at XXXX and XXXX XXXX at XXXX and they agreed to resolve the issue so that my XXXX payment situation was clarified. As we moved into XXXX, no information was being provided to me by XXXX, XXXX or Shellpoint. But then, after XXXX XXXX, Shellpoint began contacting me via phone about my payment. On XXXX XXXX, I made the XXXX payment to Shellpoint. Just like I had done the XXXX previous months, I included an extra principle within the payment. However, once I was able to log on to the Shellpoint website, I discovered that Shellpoint/XXXX had not properly credited me for the extra principle payments and my escrow payments upon transfer to Shellpoint. Per the XXXX Shellpoint statement, Shellpoint provided the extra principle payments XXXX provided to them back to XXXX, the holder of the loan. Shellpoint is in their first month of servicing my mortgage and has already demonstrated a high degree of incompetency. I called Shellpoint on XX/XX/XXXX and registered a formal complaint with management about their failure to properly credit my extra principle and escrow for this account. I was told I would receive a call within 24 - 48 hours. That time elapsed and Shellpoint failed to call me and provide an update. I called in to stimulate some activity on XXXX and they again advised that I would be contacted within 24 - 48 hours. That is unacceptable. This company needs to be held accountable for their behavior and the servicing of these loans.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter from my mortgage Servicing Company shellpoint XXXX XXXX XXXXXXXX XXXX XXXX that their records show that I did not have Hazard insurance at the time following that letter I called on XX/XX/XXXX and spoke with a representative and they had called my insurance agent XXXX XXXX at XXXX XXXX in XXXX XXXX XXXX XXXX XXXX we were placed on a 3-way phone call where they had gotten all the insurance information figured out and verified then again I called back on XX/XX/XXXX XX/XX/XXXX and none of the information had still been verified for whatever reason on XX/XX/XXXX I received a final notice saying they still have not received my fire hazard insurance for the property so on XX/XX/XXXX I called against but was another representative who again had mr. XXXX fax over the information I had Then followed up on XX/XX/XXXX two times I made a phone call and again on XX/XX/XXXX finally receiving a letter on XX/XX/XXXX that they had received an acceptable policy for the reference property and the previous years insurance was also faxed to them at that time showing that there was nothing lapse within the insurance policy then I received a letter on XX/XX/XXXX stating they still did not receive the hazard insurance policy the property so again and I called on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX and still have got nowhere with Shell Point during their whole servicing time also I received delinquent tax notices once to twice a month that the taxes are not being paid and there are late fees and interest that has been computed and as of recently as of XX/XX/XXXX my payment went up to XXXX from XXXX then in the last two months they're charging me an overdue payment charge and I have not been late on any of my payments I've used bank cards and I can show that none of my payments have been late and now my payment is up to XXXX I have spoke with the XXXX at the XXXX XXXX tax collector 's office she had informed me that the taxes are being paid late there was actually XXXX where they were not even paid and previous with Shell Point service mortgaging I had paid one year in advance of my insurance. So for 4 months now I am paying more money that I can not afford and have made numerous calls with no help in sight.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I am filing a complaint on the fact that I can't get an answer from the mortgage company why I have to start my year escrow with {$1200.00} I've gone through my contracts I've gone through everything I sign for the modification there is nothing listed anywhere that indicates or states that I have to start my escrow which starts in XXXX with {$1200.00} I was told that I had to have a cushion which was {$610.00} but what I have to start my new year is {$1200.00} can someone explain this to me because they're not explaining it to me so this is not a duplicated complaint
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-02
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I was contacted about a week ago by Shellpoint Mortgage Servicing. The representative did not say she was attempting to collect on a debt and did not read a mini-Miranda. I asked if it was a debt collection attempt and the rep refused to answer the question. At this point, I had received no communication from Shellpoint. The rep insisted I give her personal information without any justification. I asked why and she said Shellpoint had my mortgage. She asked me for my address despite saying Shellpoint had acquired my mortgage - at this point I assumed this was a phishing attempt since any mortgage company with my mortgage would already have my address. When she told me they had sent me several letters, I assumed it was a scam because I had received none. I asked them to not contact me until I received a letter since I had no way to know if this was a legitimate call or not. They continued calling me daily despite this. I did not pick up. I consider this to be an abusive act/practice due to the lack of disclosure, lack of contact in writing and insistence that I reveal personal information to continue a conversation with no justification whatsoever. I am also offended my C & D request was not honored and that my insistence that the rep 's actions constituted a UDAAP violation were ignored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55422
Submitted Via: Web
Date Sent: 2019-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An initial complaint was made against this company Complaint ID XXXX submitted on XX/XX/XXXX. This finally allowed me to understand what was the primary reason why the company has been holding up the PMI Removal process. Which was stated that " substantial improvements '' were not made on the property. I then contacted the appraiser who did the inspection of the property and he verified that the property has had substantial improvements but he didn't put those exact words in the report. I than Reached out to XXXX XXXX who was noted in the letter who responded to the previous complaint. She allowed me to show the substantial improvements, dates, and receipts. These improvements where substantial including the list below : Listed below is improvements/updates noted on the report : - 2 new water heaters ( replaced previous two water heaters ) improving efficiency - plumbing upgrades - bath fixture updates - Electrical upgrades - new HVAC heating system - interior flooring - addition of office spaces ( framing, drywall, and electrical ). Additional substantial improvements not noted. - Removal of pond - Addition of railing on front enterance So as you can see, there has been more than 5 improvements, and majority of them are major necessity functions improvements. Attached are the receipts of some of the repairs. Not all repairs I have the receipts for, but will list the price I paid per the bank statements. 2 water heaters- $ XXXX XX/XX/XXXX and XX/XX/XXXX Bath fixtures- {$920.00} - XX/XX/XXXX, XX/XX/XXXX, XXXX note that this is fixtures installed by cert. plumber and others I manually installed myself. Electrical upgrades removing of Older wiring and addition of ceiling fans and upgrading wiring. This is substantial improvement cause all wiring is new and most efficient and safest - {$2200.00} - XX/XX/XXXX, XX/XX/XXXX New HVAC - $ XXXX XX/XX/XXXX - this improvement was substantial cause we replaced a old HVAC with a more efficient upgraded gas HVAC. We replaced the flooring on 3 rooms replacing it with hardwood flooring - {$1900.00} - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - this is substantial cause it is replacing carpet with hardwood flooring. We also added additional office spaces/rooms/workshop - {$4800.00} - which are substantial improvements and changes to the house. Removal of pond - {$250.00} - this was a pond in the front yard which was removed and created a substantial change to the dynamics of the front yard and improvement. Addition of a railing - XX/XX/XXXX - {$370.00} - this is a substantial change to the front main entry to the house. We also added additional office spaces/rooms/workshop - {$4800.00} - which are substantial improvements and changes to the house. XX/XX/XXXX and XX/XX/XXXX Removal of pond - {$250.00} - this was a pond in the front yard which was removed and created a substantial change to the dynamics of the front yard and improvement. XX/XX/XXXX I then waited for the response from her and the PMI Department. I emailed and tried to contact on a regular basis because I wanted to answer questions and verify information. we both also knew that the 120 day timeframe that initial appraisal was usable was XX/XX/XXXX. As the weeks went on I heard nothing, no updates to report and there was a feeling of intentional delay. And then I get an email that completely contradicts the initial response letter that I met LTV, but not substantial improvements. When I pushed back on this and showed the letter, she came back with it is denied due to lack of substantial improvements, when I asked what was the criteria or the policies they were referring to that the work done was not substantial. No information was given. And no responses after multiple attempts, and then as I feared they stalled until the XX/XX/XXXX timeline passed. Than on XX/XX/XXXX XXXX definition of " substantial improvements '' the definition fit the actions and improvements give to them by XXXX. But they denied me again for some odd reason and this was given to me 2 days after the XX/XX/XXXX deadline. the definition " Per XXXX 's less than 2 year : The borrower must provide details to the servicer on the property improvements made since the mortgage loan 's origination. Improvements that increase value are typically renovations that substantially improve marketability and extend the useful life of the property ( e.g. kitchen and bathroom renovations and/or the addition of square footage ). I then start getting a lot of emails, phone calls, and letters pushing me to refinance my loan with their company. The time frame of our communications are below : Okay, so this is not a written request. This is a continuation of a conversation we have been having which is conflicting information. XX/XX/XXXX an appraisal had been done. XX/XX/XXXX a letter was written that I met LTV of the loan but didnt meet the substantial improvements requirement. XX/XX/XXXX spoke with appraiser and he said that improvements and substantial improvements were self-evident. XX/XX/XXXX spoke with you directly and spoke about the substantial improvements. XX/XX/XXXX You reached out to a different department they stated to email improvements and recipients and time periods. XX/XX/XXXX I emailed you the information. XX/XX/XXXX I checked in via email. XXXX XXXX called tried to be transferred left messages multiple times XX/XX/XXXX sent another email to check in Email response back on XX/XX/XXXX your reply : According to page 14 of the attached appraisal, the estimated value of {$130000.00} is unchanged and the PMI cancellation request has been denied. Which wasnt what we were trying to make a determination on and in previous letter sent see attachment, you stated I met LTV requirements. Which counteracted your letter to the CFPB. XX/XX/XXXX tried to contact you and a 30 day rule was informed to me. Which has never been stated to me at any point. And prior XXXX to this responses were reasonable and responsive/informative. XX/XX/XXXX, XXXX stated will call back as soon as possible ... No call back came. XX/XX/XXXX " I am working with the PMI department to get there requested information '' XX/XX/XXXX deadline passed XX/XX/XXXX, XXXX DEFINITION were provided
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97601
Submitted Via: Web
Date Sent: 2019-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: ( Additional documentation available ) My mortgage was transferred from XXXX to NewRez XX/XX/2019. The last statement I received from XXXX showed {$530.00} was due by XX/XX/2019. I also received instructions from XXXX stating the amount owed was to be paid to NewRez after XX/XX/2019. The first statement from NewRez showed {$570.00} was due by XX/XX/2019. The amount included a fee of {$39.00} labeled Overdue Payment. No late fees were listed on the statement from XXXX. On XX/XX/2019, I phoned NewRez. I spoke with XXXX who informed me the charge originated from XXXX. On XX/XX/2019, I phoned XXXX. I spoke with XXXX ( ext. XXXX ) who confirmed my payments were on time. XXXX stated the fee was for something else then said it was for something entirely different by the end of the call. I informed XXXX I was given no notice or anything in writing stating I owe additional fees. On XX/XX/2019, I mailed a certified letter to NewRez requesting the late fee be removed from my account. I included a copy of the last statement from XXXX proving no late fee was due. I have not received a response at the time this complaint is being submitted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2019-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: You did not pay my property tax until XXXX in spite of me informing on XX/XX/XXXX and the last day to pay was XX/XX/XXXX. So I went and took a personal loan and paid around {$4200.00}. So you sent the payment later of {$4000.00} and then got it back and then put it in my escrow account. And you did not even pay the late payment fee. It went out from my pocket. Attached is your previous response ( complaint # ) related to the property tax. You mentioned that the decision will be made by XX/XX/XXXX. You did not bother to inform me or send a mail communication regarding this. Why are you not returning my property tax amount? There is a balance of {$5900.00} in my escrow sitting right now. Why are you keeping such a large amount in my escrow What is the real problem here? Please fix your system and also your customer service. You are giving nightmares to the customers. So many issues and problems with Shellpoint. And it continues as usual.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2019-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A