Date Received: 2019-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with Shellpoint Mortgage and they foreclosed XX/XX/XXXX. In XX/XX/XXXX they placed Lender Placed Insurance on my account. I had a condo, the condo association has a master policy with coverage on the property. All the necessary paperwork was emailed to Shellpoint and the supervisor of the insurance department emailed me to confirm. My mortgage was {$930.00}. For the months of XXXX, XXXX and XXXX Shellpoint had me owing {$1200.00} and change and then for XXXX {$970.00} and change. I have been calling and arguing with this company since XX/XX/XXXX thru XX/XX/XXXX to fix the amounts since the Lender placed insurance was canceled. I received a foreclosure notice in XXXX. They still have not fixed anything ; they foreclosed on XX/XX/XXXX and now are trying to offer me {$4000.00} to vacate the property and it must be signed by Fri XX/XX/XXXX. I would like an analysis of my account completed. Although my property is already foreclosed on, I do not want them to do this injustice to any other home owner and wrongly foreclose on their property due to negligence to get the corrected amount so people can pay their mortgages.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I originally closed on my condominium in XX/XX/XXXX. Approximately in XX/XX/XXXX my mortgage was sold to a company, XXXX XXXX. Since my mortgage has been sold we have been running into numerous issues resulting in lender mandated fees which wont come off and increasing our monthly payments by {$500.00}! In XX/XX/XXXX we received a letter requesting our insurance increase to {$250000.00} coverage. In XX/XX/XXXX I changed banking account information and it took two weeks to have my banking information updated. While attempting to update my account I noticed my monthly payments were going to be increased by {$500.00} due to a lender placed fee for flood insurance. I called an explained that I am on the 4th flood so Im not within flood level. The company then requested my building flood policy. I submitted XX/XX/XXXX. I called the company either XX/XX/XXXX or XX/XX/XXXX and they havent reviewed or processed my documents yet and I was requested to call back AGAIN. I called back on XX/XX/XXXX and the mortgage company confirmed they have the master flood policy but are now requesting a previous building flood policy along with a building hazard policy and refuse to remove the lender placed fee even though they never informed me of these requested documents. I requested AGAIN to have the lender placed fee removed as I wasnt told of these documents and my mortgage with additional {$500.00} of payment is due within 10 days ( XX/XX/XXXX ). The representative said she couldnt do anything but did inform me that they overcharged me for the previous escrow due to my insurance company and will be refunding me money but couldnt tell me how or when. This company is targeting customers and making a practice of continuously over charging customers and not providing information and appropriate customer service to facilitate quick solutions. Home owners shouldnt have to beg not to get over charged on their mortgage!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Started in XXXX of this year with them putting force placed insurance on my property when I already had insurance in place. They did an escrow analysis with the force placed insurance and upped my payment almost {$200.00}. I advised them that I had insurance, me and my insurance company sent them documentation showing proof of coverage and they still havent removed the forceplaced insurance and still have not corrected the payment amount as of today. They indicated they were going to redo the analysis ( 2nd time ) but of course, they didnt remove the forceplaced insurance and the analysis came back that I needed to pay more to escrow. I received a notice yesterday stating that I needed to make an additional escrow payment to cure the deficiency. I called and told them that they were going off the incorrect escrow analysis and that my payment was still not correct. Of course the person said let me check on that, and again, a third escrow analysis has to be done. Nothing is going to change unless they remove the force placed insurance and then do the escrow analysis. I am so tired of dealing with this. I just want it done so I can sell my property and get away from Shellpoint Mortgage. It has been a nightmare ever since they took over my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced XX/XX/XXXX. XX/XX/XXXX company transferred loan. XX/XX/XXXX requested to remove PMI insurance. Mortgage company told me I have to pay {$460.00} for an appraisal. I did. XX/XX/XXXX appraisar arrived we told him we remodeled bathroom he put this in appraisal. We told him we added central air and heat he did not add this in appraisal report. We told him we upgraded plumbing to copper he did not add this in appraisal report. The house directly next to us sold XX/XX/XXXX appraiser did not include this house in comps and it sold highest in neighborhood {$590000.00}. I asked mortgage company to request revision they refused. They told me my loan has to be 2 years and they are not counting origination date. Mortgage company told me Ltv has to be 80.59 % and I came in at 80.45 %.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90638
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX, 2019, we received notification that our home mortgage would be transferred from Shellpoint Mortgage Servicing to XXXX XXXX, effective XX/XX/2019. Our mortgage payment is always due on the first of the month, and the notice advised that with the effective date, we should pay our mortgage to XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX, I contacted XXXX Bank to make our mortgage payment and right before providing our banking information, noticed that Shellpoint had conducted an auto-transfer from our bank account for the XXXX mortgage payment ( on XX/XX/XXXX ; we previously had been set up on an auto-withdrawal with Shellpoint for our monthly mortgage payment ). The customer service rep with XXXX XXXX advised that Shellpoint would likely transfer the payment to them. Around XX/XX/XXXX, XXXX XXXX contacted me to make me aware they still had not received the mortgage payment. As of XXXXXX/XX/XXXX, Shellpoint still had not transferred our mortgage payment to XXXX XXXX and so I contacted them. The Shellpoint customer service rep acknowledged the mistake and promised to refund the money to our bank account by XX/XX/XXXX. On XX/XX/XXXX, that had not happened, so I contacted Shellpoint for the second time and had trouble getting a straight answer about their plan for rectifying the mistake. Someone was supposed to call me back that day with an answer but they did not. Of note, I made the XXXX mortgage payment on XX/XX/XXXX, to XXXX Bank, per the schedule. On XX/XX/XXXX, I called ShellPoint for the third time and this customer service rep said they would wire the money to XXXX the very next day ( XX/XX/XXXX ). On the morning of XX/XX/XXXX, I contacted XXXX and confirmed they had not received a transfer of our mortgage payment from Shellpoint and requested a statement of all moneys received. I then contacted Shellpoint for the fourth time and once again, the customer service rep acknowledged the mistake but did not have an answer for me. She said she would fast-track it to her manager and asked me to call back that afternoon. I contacted Shellpoint that afternoon ( XX/XX/XXXX ) for the fifth time and experienced the worst customer service of all five calls. The gentleman was rude, talked over me, refused to let me speak to a manager, refused to provide me a date of when they would transfer the money to XXXX and kept telling me they had 60 days to transfer everything. He said a manager would cal me back. As of today, XX/XX/XXXX, Shellpoint still has not wired the money to XXXX, nor transferred it back to our bank account, nor have they returned any of my five phone calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2019-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My account was transferred to XXXX XXXX on XX/XX/XXXX. There was a issue with the payment amount listed on my account in relation to my escrow analysis report. A new report was requested and the payment amount was adjusted. After sparking to multiple representatives from XXXX XXXX I was told to make the payment of the lower amount that my new escrow analysis report displayed. I did as instructed but had to file a complaint with CFPB because proper account adjustments were not made by XXXX XXXX. XXXX XXXX responded to the complaint and acknowledged their mistake and accepted the amounts, applied credits and informed me that the only amount due was the XXXX XXXX, XXXX payment. Furthermore I was told by a XXXX XXXX supervisor that the RESPA rules protected me for 60 days from the date the account was transferred over, to help the consumer with situations that may occur during transitions like these. Therefore I would have been protected until XXXX XXXX, XXXX and would not be in danger of negative reporting until 30 days after that date or XXXX XXXX, XXXX. My payemtn was paid on XXXX XXXX, XXXX and XXXX XXXX still reported my account 30 days late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60644
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My real property note was sold on XX/XX/XXXX with the corresponding servicing transferred to ShellPoint Mortgage Service. They claimed being unaware of insurance on my the property at this time, even though the declaration was provided to them by the former servicer and by myself. I received numerous statements from ShellPoint that the property didn't have insurance, even though continued declarations were provided by both my insurance company and myself. Repeated conversations with customer service and content from my account login provided both oral and visual confirmation of said proof. Furthermore, renewed insurance was procured and with the annual amount paid in full on XX/XX/XXXX. On XX/XX/XXXX, an additional payment of {$140.00} was made from my escrow account by ShellPoint to XXXX XXXX XXXX XXXX. Repeated phone calls and email to customer support has yet to provide an explanation to this charge, behavior and the ShellPoint escrow policy under the terms of my note agreement. Thank you for you attention to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage was transferred from XXXX XXXX ( XXXX ) to ShellpoinXXXX on XX/XX/XXXX. In XX/XX/XXXX I received a delinquent notice from my local property tax office. I called them and no payment had been made by Shellpoint ( my mortgage package includes escrow and payment of insurance and property taxes ). Shellpoint claimed to have sent the payment but had paid {$1900.00} instead of my usual approx. {$1300.00} per quarter in property tax. I finally realize the problem might be confusion about my lot number. The local tax assessor confirmed that I was right. my lot number is XXXX and shellpoint had paid the taxes for property on lot XXXX. And the amount they paid ( {$1900.00} ) was the amount due for that other property too. Then I looked on line and found a statement of my account details that listed my property lot number as XXXX, which is NOT CORRECT. Because the payment had been made in my name, the local tax assessor was willing to transfer the money from my neighbor 's account to my account and hold a credit for me in the amount overpaid by shellpoint. Now, my main concern is to get the lot number corrected as it was not my mistake. They claim that their third party tax researchers would need to look into it. On XX/XX/XXXX they told me that they'd have an answer within 48 to 72 hours. A week later, I still hadn't heard from them. When I called back to ask what they had found out, they still had no answer but I discover that they had paid an additional {$5000.00} (!!!! ) apparently this time for a county tax lien against a delinquent sewer bill. ( I pay my sewer bill every month and am currently up to date on that account as well as all other bills related to this home. ) So now I realize my escrow account has been drained to negative ( - {$3000.00} ) and it's been used two separate times to pay bills that are not mine! Meanwhile I still can't get any answer from Shellpoint and they consistently fail to call me back by the times that they promise to get me an answer. They have told me that it will take about 6 to 8 weeks for them to get the money they paid back from the county. And they have said that, during that time, they will not use their own funds to replenish my escrow account. Escrow analysis isn't until XXXX this year so they claim this negative escrow balance will have no effect on my payments. I am not satisfied with that as I'm not confident that this won't end up becoming a bigger problem if we don't fix it now. Certainly, if I took {$7000.00} of their money and spent it without their authorization, I doubt they'd be willing to wait 6 to 8 weeks for me to make it right. They refuse to let me speak to anyone at the company 's legal department or anyone with the authority to make any real decisions. I am stuck dealing with customer service agents and their supervisors but they, of course, just do their usual scripted run-around. ( note : the supervisor who has consistently not kept his promises to get back to me is named XXXX. he is also the one who claims that it is reasonable to make me wait to get my account rectified until they can retrieve their errant payment from the local county. )
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 07087
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We fell behind on our mortgage payments and after we realized we werent able to catch up we contacted Shellpoint Mortgage Servicing and submitted an application for borrower assistance. After being asked to submit and resubmit numerous documents finally as of XX/XX/2019 out application was considered complete, we received in the mail a letter stating they were reviewing our completed application and while application was being processed we would be granted relief from further action towards foreclosure. Then a couple days later we were served with a court summons stating that shellpoint had filed a lawsuit for foreclosure against us ... .the filing date was XX/XX/2019 the very day after they labeled our application for assistance complete. When I contacted shellpoint about this error / contradiction of what their letter stated I was told that foreclosure had actually begun XX/XX/2019 ... ..though nothing was ever filed with XXXX County court before XX/XX/2019. Even if they had begun moving towards filing a foreclosure lawsuit according to the letter Shellpoint sent us further action wouldnt be taken until a decision on loss mitigation was made ... ..its obvious the continued forward with steps towards foreclosure by filing lawsuit on XX/XX/2019. From research Ive done this is prohibited by federal law and is considered dual tracking which falls under fraudulent activity my a mortgage servicer. I maintained contact for weeks jumping through every hoop shellpoint reseated we jump through having faith they were truly out to help us find a resolution to move forward ... ... when all the while they were perusing foreclosure at the same time as they were helping us. I feel Shellpoints actions are deceptive and dishonest and dont follow the regulations set out in RESPA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started the loss mitigation process in XXXX of XXXX with Shellpoint Mortgage Service. After the death of my mother in law. My spouse is not on my deed because we have a civil union, XXXX marriage had not been approved yet. My spouse was paying my mortgage until her mother passed and we spent our savings on the funeral. I expressed all this information to a rep via the call center and was told to send in the loss mitigation packet. At this point I was only three months behind. I sent in the packet of documentation a total of three times. My first few point of contacts had nothing to do with FHA or government loans so my documentation sat until the dates were no longer any good. To name a few Point of contacts I have had started on XX/XX/XXXX with XXXX XXXX, I contacted her via email to let her know to only contact me through email because I had no phone at the time. That is when I got an email on XX/XX/XXXX telling me that my point of contact was XXXX XXXX XXXX. During this time I got a letter in the mail telling me my point of contact was another person ( XXXX ) so I began to email this person to find out the status of what to do next in the loss mitigation process and to make this point of contact aware of the fact that I had NO PHONE. I attempted for a month or so to contact the new person from the letter, I kept getting back an automated response telling me that email did not belong to anyone in the company on XX/XX/XXXX. So I reached back out to XXXX to verify if I had the correct email. I got an email from XXXX stating it was correct and the person has made several attempts to call me, ( after clearly stating I had NO PHONE ) but to communicate with her ( XXXX ), she would assist me from that point on. At this time I was trying to find out what options were available to avoid the foreclosure or sale of my home. I told her I was looking into bankruptcy because my business was not doing well at the time so other expenses were behind also. Well unfortunately for me the bankruptcy attorney wanted more to get started than what I owed to Shellpoint. As I stated to the lawyer if I had {$4500.00} I would pay up my mortgage not send it to them. It made no sense, so I reached back out to Shellpoint with the status of the bankruptcy lawyer. So by this time I was given another point of contact XXXX XXXX, he then requested another packet in XXXX of XXXX. During the month of XXXX I got in all the documentation for the packet he requested. From XX/XX/XXXX to XX/XX/XXXX he is requesting various documents and information and I am sending them in via the online portal and the loss mitigation email to be sure everything is there as requested. During this time I am given another point of contact XXXX XXXX. She begins to go through my documents and verifies that none of my point of contacts had anything to do with FHA or government loans. She apologize and gave me another point of contact. At this time I requested the statement of the total due so I could just sale my house. I never received this request of the loan pay off. After not being able to reach Ms. XXXX for a month I finally got a rep on the line who gave me the current point of contact XXXX XXXX, who works with FHA loans. After finally getting contact with the correct person in XX/XX/XXXX I was told to send in another packet of documentation for loan modification. By this time I received a sale date of XX/XX/XXXX. The week prior to my sale date XX/XX/XXXX the FHA point of contact had me send in one more packet of documentation. I was told to have everything back in No later than Monday XX/XX/XXXX. Which I did. I sent in one last document via email to a supervisor XXXX XXXX who confirmed my packet was complete on XX/XX/XXXX, the dates on my PL statement had to be corrected and sent back in and once received my packet would be sent to the escalation underwriting team for review. I did not get off the line until the PL statement was sent in. I called a few hours later that evening to verify everything was there and correct. On XX/XX/XXXX I called 11 times ( with phone records to verify the number of times I called ) from XXXX to XXXX when someone actually answered the phones because for the first hour the phone just rang then hung up each time it was answered. I am on Eastern Standard Time. At that time around XXXX I was told everything was there and correct, that is when I was told my house would be off the auction list ( placed ON HOLD ) for the sale time of XXXX that same day and someone would be contacting me in 3 days with the status of the loss mitigation decision. Today XX/XX/XXXX I received a notice to vacate in TEN DAYS from an attorney. After speaking with the rep at Shellpoint today I was told the auction was not put on hold ( because Loss Mitigation did not receive my packet until XX/XX/XXXX ) and the sale was done in spite ( AT NO FAULT OF MY OWN ) of what I was told by the rep at Shellpoint MS . When I spoke to the rep on XX/XX/XXXX that morning nothing was mentioned to me about the sale being stopped only if underwriting stopped the sale. I was ASSURED the auction of my home was ON HOLD, my packet was received and completed, and the next step was the decision from loss mitigation, which I would receive in 3 DAYS. Im still waiting to hear from loss mitigation. Several errors have occurred and Im now being told this is a legal matter between Shellpoint and myself. I was told to contact an attorney by the FHA HUD Center. All of this could have been avoided. I had a realtor ready to purchase the home but I was waiting to hear from Shellpoint and never got a callback, so nothing would go against my credit or impact me in a negative way. Shellpoint did not give any accurate information. Now I have to vacate in TEN DAYS. The events that led up to the foreclosure were completely underhanded and deceitful. Notice of Errors : The errors regarding Shellpoints failure to provide accurate information about loss mitigation options, foreclosure, or transfer of the servicing of my loanDual tracking- Shellpoint pursued a foreclosure while simultaneously evaluating me for a modification. Improperly conducted the foreclosure sale of my home after being told by Shellpoint that my home was removed ( place ON HOLD ) from the auction list for XX/XX/XXXX at XXXX to avoid the sale time of XXXX. I have not been contacted by Shellpoint with any decisions regarding the loss mitigation. Escrow Fees : I have been notified by XXXX XXXX XXXX XXXX that your company failed to pay the following expenses from my escrow account : o Other charges : {$190.00} Payoff Errors : Your company failed to provide an accurate mortgage payoff balance that I requested in XXXX of XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A