Date Received: 2019-03-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a complaint regarding SHellPOINT MORTGAGE SERVICING. THE COMPANY REFUSED THE LOAN MODIFICATION PROPOSED BY KEEP MY HOME CALIFORNIA. CLAIMING THEY HAD THEOR OWN MODIFICATION. THEY OFFERED TRIAL PAYMENTS FOR 6 MONTHS ALL PAYMENTS WERE MADE THEN THIS UNETHICAL COMPANY AFTER THECTRIAL PERIOD LIED AND RAISED THE MORTGAGE PAYMENTS AND REFUSED TO ACCEPT PAYMENRS FOR THE SAME AMOUNT OF THECTRIAL PAYMENTS. THIS COMPANY IS UNETHICAL AND WHENEVER PAYMENTS ARE SENT THEY SENT PAYMENTS BACK. THERE IS NO ONE POINT OF CONTACT. XXXX YOU CALL MULTIPLE TIMES ONLY A VOICE MAIL IS RECEIVED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94565
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: This is related to my initial complaint # XXXX which CFPB has closed. Shellpoint Mortgage responded with erroneous and inaccurate information. The responding correspondence from Shellpoint dated XX/XX/XXXX is requesting " a signed, dated later explaining the nature of any bank deposits greater than {$1000.00} on your XXXX and XX/XX/XXXX bank statements ''. This request is nothing more than an attempt to delay and to charge additional late fees. I sent to Shellpoint each and every document/bank statement requested and reported all of my income. My bank statements show deposits from the Social Security Administration clearly identified as " SSA Treas XX soc sec '' in the amount of {$1400.00}. I also received a call on XX/XX/XXXX from XXXX at Shellpoint requesting the same information. She had my bank statements in front of her during our conversation. She stated that she saw no unexplained deposits over {$1000.00}. She acknowledged the automatic deposits from Social Security. She apologized for the call and said she did not understand why the underwriter was requesting this information. Again more erroneous and incorrect information wherein Shellpoint lays blame on the investor/underwriter. Additionally, I received a certified letter from Shellpoint dated XX/XX/XXXX ( attached ) stating the same thing that XXXX XXXX informed me of with a phone call ; that a loan modification would increase my monthly payment and my interest rate would remain the same. The letter also states the denial is NOT based on my income. So that resolve is erroneous because my request for a loan modification is based on a reduction in my pension that was approved by the United States Department of the Treasury, so how is that fact of my income reduction disregarded? In my appeal to Shellpoint 's denial, I requested full disclosure on how they determined denial. The only information enclosed in their response was loan history from the origin. The response did not address any disclosure of how it arrived at the denial. Also, the letter refers to a post-modification which I have no knowledge of. I have never received a modification from Shellpoint. The only adjustment Shellpoint made in my account was a reduction in my tax impounds based on an error wherein Shellpoint blames XXXX XXXX XXXX for. I believe the only reason this letter was sent was to satisfy the 45 day response time. Shellpoint did not give full disclosure or answered any of my questions regarding denial of my loan modification. In the phone conversation with XXXX, she also said I was credited the {$170.00} for the unnecessary same-day appraisal that Shellpoint demanded and invaded my privacy. That was false information. I have no credit showing on my XX/XX/XXXX statement for that amount. Shellpoint appears to be making up scenarios as this goes along. In the meantime, they continue to charge me late fees
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage payment includes an amount for property taxes. My property taxes for XX/XX/XXXX have not been paid. When talking with NewRez, LLC dba Shellpoint Mortgaging Services, XXXX. XXXX XXXX, XXXX. SC XXXX, Phone # XXXX, They are insisting that the property taxes have been paid to the XXXX County Appraisal District on XX/XX/XXXX. The first call to NewRez was initiated on XX/XX/XXXX. I requested a copy of the cashed checks they informed they sent to The XXXX County Appraisal District. I was informed I would receive copies in 2 weeks via email & XXXX. When I did not receive either a call back, email or anything in the mail, I contacted NewRez a 2nd time on approximately XX/XX/XXXX. I was informed my request was submitted and I would be receiving copies of the cashed checks by the XX/XX/XXXX. I called back on XX/XX/XXXX, and spoke with XXXX, to follow-up on the status on copies of the cashed checks. At this time is was informed that the money I pay for my escrow account was sent to the XXXX County Central Appraisal District and paid someone else 's property taxes. I was also informed that it appears as though I am not the legal owner of my own property. I was informed that XXXX XXXX, a Tax Specialist for NewRez was reviewing the complaint and would be contacting me. I called on the XX/XX/XXXX afternoon as I still had not received a call back from NewRez nor XXXX XXXX. I was informed that the complaint is still under investigation and that XXXX XXXX would be calling me back with an explanation and resolution. I requested to speak with Mr. XXXX, and I was denied the opportunity. I called back on XX/XX/XXXX. Again, the person I spoke with, XXXX XXXX XXXX, informed that her note show that the property taxes were paid. She refused to allow me to speak with her manager and to let me speak with either XXXX XXXX or someone else in that department. She eventually transferred my call to someone else and the call went to voice message. I left a message. To this date I have not received a copy of the cashed checks or any other concrete evidence that show my property taxes have been paid as I was instructed would happen. I have not received one email or one call with any explanation as to what is going on with my money and how they are handling the issue to in paying my taxes as XXXX County Appraisal District has not yet received any payment. No one will tell me what is going on. I am trying to refinance and penalties for late payment on my property taxes are accruing. I am in the process of refinancing my mortgage and this holdup is affecting my contract with the new lender and time lost will affect my loan rates.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75189
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been trying requested needed documents to do an Assumption of mortgage on our loan to transfer it to my mother. I have called shell point mortgage back in XX/XX/2018, then I have called them every moth since, sent multiple emails and I still dont have an assumption package. Shell point is now XXXX, the problem is still the same. no one can help me when i call, I requested multiple times to speak with supervisors and managers and they are always busy. Please help me get my mortgage transferred to my mom as an assumption. I dont know how else to obtain the needed paperwork,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2019-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My 15 year mortgage was taken over by NewRez mortgage comp. of XXXX Tx. about four months ago and being serviced by shell point mortgage ever since. In my original contract with XXXX, I signed up for maintaining my own escrow account and have been paying my taxes and insurance for last 20 years. I have never been delinquent or behind payment of any kind. I have sett up auto pay from my XXXX XXXX XXXX account, it is paid automatic. Taxes and insurance are paid when its due and never been late or delinquent. All on a sudden, I received a notice from the Shellpoint mortgage company that I am delinquent on my taxes and they had to pay my taxes for me to City and county, although my taxes were not due until XX/XX/2019 and XX/XX/2019. They went ahead and paid the city and county and sent me a bill for that. I went ahead and paid them whatever they billed me and the payments were duplicated. Now, they are adamant about their mistake and asking me to maintain an escrow account with them, which is not in my contract. I have all the document to prove the above facts. Which have been provided to them as well. I need help to go back and set up my account as it was and dont want to maintain any escrow account with them. I have contacted them and XXXX talked with the manager, with no relieve. I need help, I am XXXX years old and cant deal with them any more.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2019-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to another company and the transfer took place in XX/XX/XXXX. Our city and county taxes, which are payable separately, were both due in mid-XX/XX/XXXX. I noticed that the taxes hadn't been paid when I saw my XX/XX/XXXX statement. I called the mortgage company and brought this to their attention. The person on the phone told me since they had transferred the loan, they had 90 days to pay it. I received a letter from the mortgage company on XX/XX/XXXX saying they wre working on the problem. What problem? I received a letter from the Delinquent Tax Unit of the county on XX/XX/XXXX. This notice stated the taxes were to be paid 30 days of from that date or they would execute a FiFa, which would result in a lien against our property. I sent a copy of this notice along with a letter stating the problem to the mortgage company through U.S.P.S. The mortgage company responded via letter through U.S.P.S. stating that they paid the tax ( but it was only the county tax that was paid ) along with penalty fees. They put the blame on the previous mortgage company. I contacted them again by phone telling them the city taxes were still not paid. No one could give me an explanation as to why they were not paying the taxes. I received a form letter from the mortgage company same as the one I received before. Not specifically addressing the problem and referring me to the owner of our loan with an address in Washington, DC. I did not write to this address. I can't remember the dates, but somewhere between e-mails and letters I made phone calls as well. In addition to not paying our taxes, we were not receiving our monthly statements by mail or e-mail. This problem seems to be sorted out. I contacted the City and explained the problem, hoping to stop liens against the property. The tax person at the City offered to speak to the mortgage company if I would get them on the phone. I called and waited on hold for about 20 minutes. Finally we gave up and the clerk had the idea to call the company who handled the tax payments. They had not record to this date of being instructed to pay the City. They said they could not pay without instruction from the mortgage company. They are an outside contractor. I received a notice of intent to issue FI.FA from the City on XX/XX/XXXX. I e-mailed this document to the mortgage company. I received another form letter same as the last one, dated XX/XX/XXXX. In the meantime, the mortgage company has deducted PMI from my escrow three times this month. I sent an e-mail via their website bringing this to their attention. They deducted an even higher amount for PMI a third time. Is this even legal? One of the deductions in XX/XX/XXXX shows the due date as XX/XX/XXXX, but I checked back on the statement and the deduction was taken in XX/XX/XXXX. I sent an e-mail to the mortgage company giving them the contact name and number for the person in the City Tax office. I told them there was no excuse for this terrible customer service. I threatened to get a lawyer involved. Apparently that didn't work. Taxes are still not paid.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 31520
Submitted Via: Web
Date Sent: 2019-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: NOTICE OF ERROR/DISPUTE CHANGE IN FINANCIAL CIRCUMSTANCES DUAL TRACKING VIOLATIONS To Whom This May Concern : I am requesting that theXX/XX/XXXXXX/XX/2019 sale date be cancelled. I have had my documents in review for some time now and still have not received anything in the mail except that Shellpoint is working on it. Along with other requests I have made. As of today, XX/XX/2019 I have NOT had a response back on the review and yet, I still have a Friday, XX/XX/XXXX sale date hanging over my head. I am very concerned that Shellpoint is using this DUAL TRACKING illegal activity in order to deny me at the last minute in order to steal my property by their deceptive, unfair practices. I was told by my single point of contact, XXXX, that because of the Dispute Status and my documents being in review that he was going to place the sale date on hold and I requested it be postponed or cancelled due to the time restrictions. If I am denied a modification, I am requesting a breakdown of all information used to come to this conclusion, as I have a right as a homeowner to review and dispute any erroneous choices Shellpoint may have used to come to their conclusions. I say this from my past experience, since the last review Shellpoint conveniently added 3 properties I do not own, and did not take into consideration that I had properties in a Trial Plan that did not reflect yet on mortgage statements which they chose to use instead and ignore this fact. I have since sent in new, updated financials to which I more than qualify for a modification therefore, if denied again, I am requesting the details of how Shellpoint came to their conclusion, as I believe they are stringing me along, violating Dual-Tracking laws in order to keep me at bay until a few days before the XX/XX/XXXX sale date, steal my property and leave me with no recourse. I do not trust this kind of deception and unfair business practice and am protecting myself legally for a lawsuit should Shellpoint decide to continue this course of illegal action. My attorneys have filed a Lis Pendens purposely in response to their previous behavior and we are ready to move forward if need be. I am a single woman and a XXXX year old senior citizen trying to take care of myself financially and I feel Shellpoint and XXXX XXXX XXXX XXXX is treating me unfairly, and are being deceptive in their activities and should be held accountable for their actions. How is it that I have qualified for 4 other modifications on my properties yet Shellpoint, through their erroneous review can not seem to give me a modification? Also, Shellpoint mentioned that they sent me a modification in the mail in the past? If so, I have never received it! Obviously, my actions are in order to get a modification so why would I have ignored a modified, lower payment/principal/interest rate loan if provided to me? I am requesting that whatever modification Shellpoint is speaking of that they offered me be sent to me, as I have never received it. Obviously, since Shellpoint is stating they offered me a modification in the past I must have qualified, so I am requesting that this be mailed to me in order to accept it. Thank you for your kind attention to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Services bought my mortgage from XXXX XXXX in XX/XX/XXXX. Since this transaction, they have failed to pay my property taxes as well as told me I filed to maintain hazard insurance and was going to purchase additional insurance on my home and bill me for the fees. In XX/XX/XXXX, I received a delinquent notes form the tax office advising my property taxes were not paid. I had to call them to get that payment issued and prove they were not paid. Also in XX/XX/XXXX, I received a letter indicating I had allowed my Home owners insurance to expire and they were purchasing this on my behalf and I would be responsible for paying for this additional insurance. I have never let me insurance laps and had to provide them with the documents to prove this so they would not try to charge me additional fees. When I called Shellpoint to discuss the insurance I was advised that they did not have a customer facing department for me to discuss this situation with. I asked to be transferred to a supervisor or manager and was not transferred, but rather told they would send an email and see if I could get a return call. In XX/XX/XXXX, Shellpoint issued a duplicate payment to XXXX XXXX for my homeowners insurance. On XX/XX/XXXX, I received a call from XXXX XXXX XXXX from XXXX XXXX XXXX to discuss my concern with my account. After discussing both the Tax situation and the insurance situation with XXXX, he told me that my escrow was significantly behind and I would need to repay that amount. That the company would recalculate my monthly payment to compensate for this. I repeatedly told XXXX that in the 10+ years I have had this mortgage I have never been this behind in my escrow and there had to be an issue. I asked him to review the last few months transactions while I was on the phone and advise what happened on my account. He told me that everything was paid accurately and if there was any issues, that it was with the previous Mortgage Leander and not Shellpoint. I requested at that time a copy of my accounts transaction history to be emailed to me for review. I requested that Shellpoint review the transaction history to ensure the data was accurate as well. Once I received the document, I reviewed the data and found that my homeowners insurance had be issued to XXXX XXXX twice within 4 on this and this was the cause of the discrepancy on my account. On XX/XX/XXXX, Shellpoint received a refund from XXXX XXXX for the overpayment on my homeowners insurance policy. However, I received a letter advising me that I needed to pay $ XXXXto bring my escrow out of negative balance. I called Shellpoint on XX/XX/XXXX to discuss this once again and was unable to make contact with anyone. I was able to reach XXXX 's voicemail but have not received a return call. In the 12 years I have had the mortgage on my home I have never dealt with a more incompetent company. I feel they are not qualified to handle people 's morgana and finances. If I hadn't of looked into this matter I could have ended up paying additional fees as well as acquired leans on my property because Shellpoint is not doing their job as a Mortgage Servicing company. Shellpoint Mortgage Services has had my morgana for less than 4 months and I have had to call them numerous times to explain to them what they are not doing correctly with my mortgage. this is extremely disappointing that we entrust our home, money and life in the hands of a company that is so incompetent in the one job they are supposed to be qualified to handle. Their customer service is horrible and they treat you like you don't know what you are talking about. Several times I tried to tell them they had messed something up and all they proceeded to do was tell me that I did not understand how an " escrow '' worked. Well I am sorry to say that I know exactly hoe an escrow works, but it should definitely be taken into consideration that the employees at Shellpoint haven't a clue how to appropriately manage mortgage contracts and peoples money. I have attached the documents for these events with the exception of the letter I received from Shellpoint where they were going to purchase hazard insurance because they advised mine had lapsed. I am not able to locate that document at this time, but I am sure Shellpoint has a record of sending it to me as well and the inbound call I made to inquire about it.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX bought my mortgage and i can not log into my account through their website. I previously filed CFPB complaint number XXXX and received an inadequate response. It stated that since they can log into my account i can too and i don't have a problem. This is comical because i would hope a company servicing billions in home mortgages can log into their own software account ; however, just because they can log in doesn't mean i can. I have called the respondent o my complaint, XXXX XXXX in XXXX XXXX compliance department have have received no call back from multiple voice messages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85306
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I refinanced our mortgage for this property in XX/XX/XXXX. We set up online bill pay to automatically make payments to the loan account. We even added extra for principal to make an even $ XXXX monthly payment. In XXXX of XXXX, I went to refinance a different property and learned that we both had a 90 day late on our credit reports that ruined both of our credit scores. Initially I had no idea who Shellpoint was, but I recognized the loan. I learned that XXXX XXXX XXXX sold off our loan to SHellpoint who was the new servisor. XXXX continued to take our checks that were sent via bill pay from our bank and never returned them to the bank as the bank never notified. I learned that SHellpoint ruined our credit scores and never received the payments from XXXX. When I learned this, I made complaints to Shellpoint and also made loan whole to this date. They refuse to remove the negative credit comments which killed our scores. I made several calls to Shellpoint and still have yet to hear and understand why they wont discuss this with me and fix our credit scores. One or the representatives admitted to me that they sent letters to the wrong address, yet they still wont make it right. Please assist us. Thanks XXXX and XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91344
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A