Date Received: 2019-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted a complaint to CFPB regarding a foreclosure reporting issue with the Shellpoint Mortgage. The complaint was filed and Shellpoint Mortgage submitted a response and CFPB closed the complaint. The day I received the response from Shellpoint I noticed that there were many errors in their response to CFPB and I submitted a complaint regarding the errors along with documentation showing the errors Shellpoint provided to CFPB however CFPB thought this was the same complaint and not a response showing omissions and errors sent by Shellpoint to CPFB. Shellpiont completed a foreclosure on a property and the property was purchased at the sale for {$80000.00}. Shellpoint did not do any appraisal on the property or obtain a current market value. Over 90 days after the sale they had a real estate agent list the property and Shellpoint is using the real estate listing paperwork as the current market value and not an appraisal. The issues are that this was done in New York over 90 days after the foreclosure sale and the appraisal paperwork sent to CFPB by Shellpoint is not an appraisal but part of the real estate agents listing. If you look at the paperwork provided by Shellpoint to CFPB It even shows that the interior of the property was not inspected. It also shows the listing was ordered 90 days after the foreclosure purchase.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2019-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is regarding a new loan which closed on XX/XX/XXXX. The mortgage company, Shellpoint, has incorrectly set up the amounts in their system and continue to tell us we are past due, even though we have made every payment in full and early. The first payment of {$7600.00} was due on XX/XX/XXXX ( paid and cleared our account on XX/XX/XXXX ). Payments as per the legal closing documents are {$7500.00} interest plus {$120.00} escrow. Shellpoint has documents online showing the payment is to be that amount. Shellpoint set up the mortgage payment incorrectly in their system, although they told me on XX/XX/XXXX that it would be corrected within 2 weeks it is still not correct. I contacted them numerous times via phone and email and have spent HOURS trying to get them to correct their system. We have paid our payments EARLY each month : XXXX cleared our account XX/XX/XXXX for the XX/XX/XXXX payment XXXX cleared our account XX/XX/XXXX for the XX/XX/XXXX payment XXXX cleared our account XX/XX/XXXX for the XX/XX/XXXX payment XXXX cleared our account on XX/XX/XXXX for the XX/XX/XXXX payment We received a letter in the mail this week dated XX/XX/XXXX stating that we were past due on the XX/XX/XXXX payment by {$1000.00}. We received a letter via email dated XX/XX/XXXX stating that we owed an additional {$660.00} for theXX/XX/XXXX payment ( which was paid in full ). I have contacted them on the phone : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2019-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan servicing was sold to Shellpoint Mortgage Servicing by XXXX & I received a letter from Shellpoint Mortgage Servicing, ( SMS ), on XX/XX/XXXX informing me that they are my new servicer! On XX/XX/XXXX I received another letter from SMS stating that I was two months behind & had not made my XXXX or XX/XX/ 2019 mortgage payments. When I called SMS I was informed I owed {$2400.00} which included past due payments of XXXX, servicing fee of XXXX, NSFI fee XXXX & an unapplied balance of ( XXXX ) & XXXX only transferred XXXX dollars for my impound Balance! SMS had placed my account in their loan mitigation department & are attempting collect a debt. I did make my XXXX and XX/XX/2019 payments to XXXX. On XX/XX/ 2019 I emailed, XXXX ' and faxed XXXX XXXX XXXX, SMS a copy of both my mortgage payment checks, front and back, showing that XXXX had cashed my checks. When I called SMS on XX/XX/ 2019 to get an update I was informed the email and fax number incorrect. I emailed & faxed the same information the new information, XXXX & XXXX XXXX XXXX, provided. It has finally been uploaded into SMS 's system! Thirty days have been wasted & they won't move my file out of their lost mitigation department to customer service, I was not behind on my mortgage payments! I am not going to make any payment to SMS until they rectify my account. They will not escalate my file or allow me to speak with a manager or supervisor! They will not give me a time frame in which this mess will be resolved! I am being told that they are waiting on XXXX to determine if my payments were made even though I have given them indisputable evidence that XXXX received & cashed my mortgage payments!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2019-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem started with the XX/XX/XXXX escrow amount, with the loan originator, XXXX XXXX XXXX out of XXXX, GA. My wife now, XXXX XXXX XXXX , ( formerly XXXX XXXX XXXX ) refinanced her primary residence around XX/XX/XXXX, changing her last name once we got married, with the new mortgage company, XXXX XXXX XXXX . Upon preparing to make an online payment in XX/XX/XXXX, her account showed up as being late by about {$600.00}. ( I don't remember the exact amount ). She called then, XXXX XXXX XXXX and we both discussed what happened/changed, in the account with this telephone rep. We were sent on a wild goose chase as XXXX XXXX told us the homeowners insurance had increased for the XXXX renewal period and a payment for ( about ) {$1300.00} had to be made to bring the escrow and thus payments up to date because the {$700.00} ( approx ) mortgage payment plus the ( {$600.00} ) escrow deficit had to be covered due to the premium increase for insurance. After checking and attempting to verify this info with our insurance agent, it turns out that the insurance would only increase {$93.00} for the year, effective XX/XX/XXXX when the renewal takes place, not before. After going to the county office to confirm the property tax amount, my wife confirmed that the tax amount had almost doubled as they had the residence listed as a new home owner, as the county did not realize that it was simply a name change done by the mortgage company with the same owner until sometime in XX/XX/XXXX. She was given proof of that PLUS, the fact that the mortgage company, XXXX XXXX XXXX, received a REFUND from the county of XXXX, Alabama in the amount of {$600.00} and acknowledged in XX/XX/XXXX due to a corrected bill or exemption and our due diligence, As stated earlier, in conversation with XXXX XXXX in XXXX, the rep stated that the insurance premium had increased causing an escrow deficit. That was false. In XXXX and XXXX other reps had insisted it was still the insurance premium that had increased. After getting a statement from the homeowners insurance, it confirmed a {$93.00} annual increase. which would amount to an increase of roughly $ XXXX/month, and this document was faxed to formerly XXXX XXXX, now NewRez. The problem now, is that XXXX XXXX XXXX was taken over by XXXX between XX/XX/XXXX and XX/XX/XXXX, who has insisted that the insurance premium increased which is FALSE, and each month, including up to now, they have added interest and penalties and now threatening foreclosure because of a delinquent mortgage payment due of {$1100.00} as of XX/XX/XXXX. After numerous calls and essentially hitting a firewall with every call to their customer service, with the only person available to talk to about the problem is the person who answers the phone, we have been told that they have no supervisors nor bosses and only they can assist us and we still owe {$1100.00} as of XX/XX/XXXX. Our local State Rep 's office has been of no assistance, and the State AG 's office is only available for a return call, with no emailing available. The loan is in my wife 's name, XXXX XXXX XXXX and her mobile number is XXXX and they won't speak to me without her being on the phone. ( That is not usually practical because of our work schedules. ) We both work and opposite shifts, so if you would like an email address for her, it is XXXX. My name is XXXX XXXX, cell # ( XXXX ) XXXX and my email is XXXX. I hope you can assist us with this matter as apparently, the mortgage company is trying to get an unwarranted advance due to an error that was not caused by us and is now, threatening foreclosure due to an error on their part. Thank you kindly in advance for any assistance you may be able to provide. XXXX XXXX XXXX XXXX XXXX-mortgager ( XXXX ) XXXX XXXX- husband and author of this complaint ( XXXX )
Company Response:
State: AL
Zip: 35758
Submitted Via: Web
Date Sent: 2019-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have contacted Shellpoint Mortgage and XXXX XXXX in regards to load number ****** for the property address ****** XXXX, XXXX XXXX, CA, XXXX. This loan has been recently transferred from XXXX XXXX to Shellpoint Mortgage Servicing in the month of XXXX. I would like to firstly note that I have not received any notification whatsoever from both Shellpoint and XXXX XXXX about this change. Additionally, I also see that Shellpoint account reports 3 payments due for the months of XXXX, XXXX and XX/XX/2019. I paid the XXXX and XXXX payments to XXXX XXXX. Please find the monthly statement for XXXX from XXXX XXXX which shows no statement balance, and also my monthly statements which show 3 payments made to XXXX XXXX ( for XXXX and XXXX ) out of which I had to revert one due to duplicate payments processed. I reached out to both Shellpoint and XXXX XXXX in regards to this in the past one week without much success to get this resolved. I can only pay my XXXX payment due when : 1. I receive my monthly statement from Shellpoint 2. I receive a transfer notice from XXXX XXXX and Shellpoint 3. My outstanding balance due is fixed at Shellpoint. I would appreciate your help expediting this request to correct the balances.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 951XX
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX currently has a loan with Shellpoint Mortgage on a property located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. This loan is in default. In XXXX XXXX XXXX of XXXX XXXX approached Ms. XXXX claiming she could help XXXX save her home. Ms. XXXX is elderly and is declared legally XXXX XXXX and XXXX by the State of California. XXXX XXXX, aware of Ms XXXX 's vulnerable situation coerced and threatened Ms XXXX to sign papers which included a 1 ) Grant Deed and 2 ) Quit Claim Deed. In XXXX XXXX XXXX recorded the Grant Deed, transferring the title of XXXX XXXX XXXX XXXX into the name of XXXX XXXX " as a bonafide gift ''. In XXXX Ms. XXXX sued XXXX XXXX and was granted Quiet Title of XXXX XXXX XXXX XXXX plus damages of $ XXXX due to legal fees, real estate fraud and elder abuse which has never been paid by Ms XXXX . In XXXX of XXXX Ms. XXXX recorded ANOTHER deed, a Quit Claim Deed signed in XXXX transferring ownership of XXXX XXXX XXXX XXXX into the name of XXXX XXXX a SECOND time. The latest title issue has significantly hindered our ability to negotiate terms with Shellpoint Mortgage. I along with others to include the attorney for the Bankruptcy Trustee have explained to Shellpoint Mortgage multiple times that Ms XXXX was and continues to be a victim of real estate fraud and Elder Abuse. Mr. XXXX who was the attorney for the Bankruptcy Trustee emailed me to say that Shellpoint would not allow him to sell the property or to work any type of arrangement so he could not continue since Shellpoint Mortgage refused any type of work out. Despite sending the original complaint and judgement from the case in XXXX and sending the second recorded deed Shellpoint stated DIRECTLY " we are not concerned about the title..we are only concerned about the debt. '' Despite the fact that we have a court complaint that clearly outlines Ms. XXXX diminished XXXX and XXXX abilities and the Courts agreeance in a legal judgement that Ms XXXX is a victim on many levels Shellpoint continues to insist on selling Ms XXXXXXXX XXXX property. It took MONTHS of calls, emails and faxes to finally make Shellpoint Mortgage STOP communications with XXXX XXXX. Despite giving Shellpoint Mortgage several definitive forms of communication the continued to violate XXXX XXXX right to financial privacy by not only 1 ) communicating with XXXX XXXX 2 ) changing phone contact numbers and mailing addresses 3 ) submitting fraudulent and forged short sale documents in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX 4 ) convinced Shellpoint to share private loan information ( realtor XXXX XXXX and his assistant XXXX XXXX ) WITHOUT proper authorization. There is also a FORGED Borrowers Authorization that has been reported to the XXXX XXXX County Sherrifs Department and on XX/XX/XXXX and official Police Report was filed against XXXX XXXX and Shellpoint Mortgage with the XXXX XXXX Police Department-XXXX XXXX Division regarding this. Ms XXXX has an active law suit against XXXX XXXX ( Case XXXX ) to get the title of her property back into her name a SECOND time and to be able to work to save her home of almost 35 years. DESPITE Shellpoint Mortgage knowing 1 ) Ms XXXX is a victim of Real Estate Fraud 2 ) Ms XXXX is a victim of Elder Abuse 3 ) Ms XXXX is declared XXXX and XXXX XXXX by the State of California 4 ) this property has a clouded title SHELLPOINT MORTGAGE IS INSTANT THEY WILL PROCEED TO SELL THIS XXXX AND ELDERLY WOMAN 'S HOME DESPITE HER EFFORTS TO GET HER TITLE BACK IN ORDER TO WORK OUT AN ARRANGEMENT WITH SHELLPOINT MORTGAGE. At this point Shellpoint Mortgage is actively participating in Elder Abuse and the victimization of the legally XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is our second formal complaint with the CFPB regarding Shellpoint Mortgage Servicing. We purchased our home on XX/XX/XXXX. The builder bought the house next door to our home, and built our home on the existing plot of our neighbor 's home. The city did not separate the plots until a year later, and we were instructed to " work it out with our neighbors '' We paid the city directly for our taxes and split the cost with our neighbor until the parcels were split. We worked with Shellpoint directly during this process but they continued to pay the taxes on our neighbor 's plot. We continued to pay the city directly for our property taxes in XX/XX/XXXX and for the first quarter of XXXX. XXXX XXXX XXXX XXXX, XXXX notified us in XX/XX/XXXX that we owe Shellpoint {$680.00} for payment that Shellpoint made to the City of XXXX and we have been paying XXXX XXXX directly in 4 monthly installments. All bills and correspondence with Shellpoint and XXXX XXXX is attached. We have asked Shellpoint to do an escrow analysis because they have continued to build our escrow account and we are paying both taxes and hazard insurance directly and Shellpoint has not used our escrow. They are also requesting to increase our escrow bill from {$460.00} to {$510.00} because they don't have enough escrow to pay our taxes and hazard insurance ( which they have never paid since we bought the home in XX/XX/XXXX. Attached are our documents. We have tried repeatedly to talk with a tax/escrow representative and the customer service agent will not transfer me. They told us it takes 30 days for someone to respond. We have received several canned letters that explain that they are working on our issue as soon as possible. We would like an explanation of why we owe Shellpoint {$680.00} paid to a third party tax service, why they are increasing our escrow when we should technically be receiving a refund for a surplus, and why they just can't get this right after 2 years. Thank you
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2019-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I received an email from a Shellpoint Mortgage CSR of Loss and Mitigation for repayment and his emails states as below : Hello XXXX, You requested me to send you an email with the details of the repayment plan. Please see below for details. Please understand Shellpoint will draft the payments and understand it shows the payment is due on the XXXX but we do give you the entire month to make the payment if you have any questions, please feel free to reach out to me XX/XX/XXXX - {$3000.00} XX/XX/XXXX {$5200.00} XX/XX/XXXX - {$5200.00} XX/XX/XXXX {$5200.00} Thank You, XXXX Loss Mitigation Specialist, Shellpoint Mortgage Servicing and then on XX/XX/XXXX, I reached out to Shellpoint and a XXXX finally called me, because I kept getting the run around. I asked why did they not debit my account. XXXX told me that XXXX was no longer in that department and failed to tell me I had to make those payments, Shellpoint did not set up anything. So, I sent the email to escalations and XXXX as seen below : Hi XXXX Below is the email showing that Shellpoint would be drafting the amounts from my account and it seems that only one payment was drafted. I need to get this paid, and I would like to get this up to date. When I spoke to you, you stated that there was no way that Shellpoint could set up an automatic draft from my account. I am showing you what I was advised by your previous CSR, and I am not point fingers at anyone, but I would not like to lose my property, as I have my children there, and been there for close to 12 years. I would like to get this reinstated, and as soon as possible. I have scheduled payments through my bill pay to bring this down by the end of XXXX. I scheduled $ XXXX to be paid. Then by have it caught up by XX/XX/XXXX. Thank you. XXXX I heard nothing from anyone until late XXXX when I received a foreclosure letter, and I contacted XXXX. She did not return my call until the beginning of XX/XX/XXXX. I decided to contact XXXX, so they can help me get help on my mortgage. I provided all documents to Shellpoint online and even XXXX. Shellpoint even called me and requested additional documents and we are not XX/XX/XXXX and I have not received a call from Shellpoint at ALL. I look on their online portal to see what I uploaded and it says, nothing is completed. I have attachments showing where it is there and uploaded too. XXXX called them to expedite this information, and they were hung up on several times. I just found out that Shellpoint refuses to help people in saving their homes. They literally ignore you and continue with the foreclosure to resell your home for more money. Shellpoint has a few lawsuits pending already and class action too. We need more. We can't let them continue getting away it! Save my home. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB, We had a {$170000.00} mortgage with XXXX XXXX, they sold the loan I don't know how many times, we wound up with New Rez, never heard of them ; they placed a forced flood policy on my home and insist I pay the new amount including {$1000.00} a month escrow. I spoke with them 3 weeks ago and the person gave me a fax number for our HOA people to fax the flood policy to. I watched the HOA lady fax the document, then she gave me a copy which I have in front of me right now. My condo association pays the flood insurance and it is not escrowed. The flood policy was in place when I took out the mortgage with Loan Depot and somehow the new company New Rez lost track of it. Now they are calling me and threatening to make us 30-day late and start foreclosure. They called us an hour ago but hung up I believe or we were cut off and I don't know what to do. We didn't cause any of this. We were going along paying our mortgage on time and then because the loan was sold to an incompetent company we're in this predicament.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: While in bankruptcy have attempted a Loan Modification. This process has been going on for approximately three ( 3 ) years. I have continually sent documents as requested, completed tons of paperwork only to be told this has not been received. I have email receipts as well as fax receipts tons of paperwork I completed, etc. I did not send any payments while in bankruptcy as I was attempting to modify loan. I can not get anywhere with this company except excuse after excuse which are clear falsehoods. I am a business woman who is very organized and have access to computer, email, fax, scanners, etc. which enables be to complete these modification documents, timely and efficiently and with receipts. My belief is this company 's only interest is to profit off of my hardship.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A