Date Received: 2019-03-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPD, I am writing to file a formal complaint in regard to Shellpoint Mortgage Servicing and the mishandling of my Loss Mitigation Application. By constantly changing the single point of contact ( SPOC ), Shellpoint Mortgage Servicing is not putting forth a Good Faith effort as required by the Consumer Financial Protection Bureau ( CFPB ). A brief and condensed history follows. My hardship started in XXXX with the downturn of the economy. My former husbands XXXX business was put out of business which ultimately led to a Chapter XXXX Bankruptcy filing XX/XX/XXXX. We began a XXXX-year Chapter XXXX Plan. Due to the stress and hardships our marriage ended XX/XX/XXXX. I then lost my job XX/XX/XXXX and struggled financially which all led to getting behind on our mortgage. I have lived in my home for 19 years and have worked tirelessly to try and save my home by applying for my mortgage to be modified through the Loss Mitigation process. Our first Mortgage Lender was XXXX. I submitted a Loss Mitigation Application starting in XXXX which was a completely abysmal process. Due to XXXX haphazard effort through XX/XX/XXXX, the application never resulted in a completed Modification outcome. Repeat issues of requesting more and more documents of information that had already been submitted and not acknowledged. Multiple changes of, single point of contact, in which each new person was starting over in the application process. I could not get any traction and finally retained our Chapter XXXX attorney to represent me in the Loss Mitigation process to XXXX mid-XXXX. My attorney also could not get clear communication with XXXX. Then all communications ceased XX/XX/XXXX ; later to find out the loan had been transferred to another servicer, XXXX, who held it until it was transferred to XXXX for approximately 6 months and ultimately ended with Shellpoint sometime in the XXXX of XXXX. I reached out and met with XXXX XXXX, Certified Housing Counselor at SNAP, on XX/XX/XXXX to once again begin a new Loss Mitigation Application with Shellpoint. At that appointment I came prepared with required documents to submit the Loss Mitigation Application including : Uniform Borrow Assistance Form, Homeowner Financial Worksheet, Copy of Divorce Order, Property Taxes and Homeowners Insurance Form, Doff-Frank Certification, Budget, Profit and Loss Statement, Copy of Mortgage Statements, 2 most recent bank statements, 30 days of pay stubs, last 2 yrs IRS Tax Returns, a monthly utility bill, copies of all household bills and a Hardship Letter signed and dated which XXXX XXXX submitted to Shellpoint. I have previously completed and submitted all requested documents, however I continue to get notifications saying they are missing requested documents that have already been sent and confirmed they were received by XXXX XXXX who was the 2nd SPOC. They are using these tactics to say they havent received documents to close my file by saying it is incomplete and they may conclude that you have withdrawn your request for a loss mitigation program and may resume other means to collect any amounts due on your account. Furthermore, I made every accommodation for a local Broker to come to my home for a BPO report requested by Shellpoint mid-XXXX XXXX. I was waiting to hear back from Shellpoint as to my options for Loss Mitigation when I noticed a man on XX/XX/XXXX at XXXX taping a Notice of Default to my front door! I scanned the document and emailed it to XXXX XXXX who then contacted Shellpoing the next morning. She was informed my single point of contact was no longer XXXX XXXX, the person I had been corresponding with for approximately 2 months, and was now XXXX XXXX, who she spoke with on XX/XX/XXXX. However I never received any notification of a change. I contacted XXXX XXXX via email on XX/XX/XXXX and she informed me via email on XX/XX/XXXX that she in fact was NOT the single point of contact and that XXXX XXXX was. Again, I was NOT notified of any change. I finally received notification of the change, but not until after I notified them via email I had not received any notification. I have had 4 different single points of contact with Shellpoint since I started the Loss Mitigation process! Another point to note, is XXXX XXXX was told by XXXX XXXX that I would need to pay a 25 % down payment of {$75000.00} before being considered for a Loan Modification. This was the first Id ever heard of it and currently have not seen anything in regard to a down payment requirement. The requirement of a down payment is ludicrous and, by no means, a Good Faith Effort! If I had {$75000.00} I would not be applying for a modification of my mortgage. I have also come across information and public records that Shellpoint has been found at fault/guilty in the Court of Law for these same practices against homeowners. Shlepping continues to exhibit patterns of predatory practices on people trying to retain their homes. As such, they should be held accountable for their actions. There are clear violations in accordance with the CFPB rules and the Dodd-Frank Act. I am following advise given by XXXX XXXX by filing this complaint and ask for your assistance in this matter. I know there are hundreds of thousands of homeowners who have been in the same shoes as I and have lost their homes due to the strong arming of large mortgage companies who have not put forth a Good Faith effort in helping homeowners save their homes with affordable options. I hope not to become a statistic.
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is overcharging me for PMI insurance. When the XXXX payment was paid on XX/XX/2019 IAO {$1000.00} by XXXX felt below XXXX. %, New Rez continue to charged a PMI payment for {$57.00} on XX/XX/2019, afterwards I paid {$24000.00} towards the principal and i was charged another PMI payment on XX/XX/2019 when my XXXX was below XXXX %. I called and complaint and no response, continued to call them but they demanded for me to submit the request in writing to cancel the PMI. I find this discriminatory it supposed to be automatic. As of today, I see no resolution from my lender, i feel that my PMI should have dropped automatically after my XXXX reached below XXXX % in addition i never missed a single payment on my mortgage. Please help me get this cancel and get a refunds for the 2 PMI payments the owed me back to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63368
Submitted Via: Web
Date Sent: 2019-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was service released to Shellpoint Mortgage back in XX/XX/XXXX, our loan closed as an escrow loan for Flood Insurance ONLY. We have made all of our regular payments consisting of P & I and escrow monthly payment of {$32.00} to cover flood only. We are responsible for making payments of Homeowners Insurance and Taxes. We made our real estate tax payment on XX/XX/XXXX in the amount of {$4500.00}. We also made our Homeowners insurance payment. Shellpoint Mortgage also erroneously made payment of taxes that were not part of our escrow payment. Luckily the county of XXXX returned the funds to Shellpoint which were deposited back into our escrow account. We received a new escrow analysis dated XX/XX/XXXX with an effective payment change on XX/XX/XXXX. This analysis included escrow payment for taxes, homeowners insurance, flood insurance and PMI. The escrow analysis showed a monthly increase in payment of {$840.00}. I called Shellpoint Mortgage on XX/XX/XXXX to dispute the incorrect payment increase. After receiving incorrect information with the customer service representative XXXX XXXX, I was transferred to a Supervisor who assured me she was sending information to the Insurance department to get my payment corrected to reflect escrow for flood only. I received my monthly statement for the month of XXXX with still no corrections made. I called again to speak to a customer service representative on XX/XX/XXXX, she was very polite and asked me to go to the website and enter an inquiry as it would help speed the process up. I received an email on XX/XX/XXXX from Shellpoint letting us know they received our inquiry and they would respond as soon as they could. It is now XX/XX/XXXX, our payment has not be changed to reflect the correct escrow payment. The second escrow analysis sent to us on XX/XX/XXXX is still wrong as it is reflecting an escrow payment for PMI. Our loan does not require PMI nor has Shellpoint Mortgage ever made a payment to a PMI company. All I am asking is that my account is set up correctly in their servicing system to include the correct escrow requirement for Flood ONLY. We want our payment adjusted to reflect the correct amount. This should not bee difficult for them to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to New Rez LLC. In XXXX I switched banks and tried to update my checking account details for my autopay, which was carried over from the previous company. There is no way to cancel the autopay on their website. I have contacted New Rez MULTIPLE times trying to get the autopay cancelled. I told them they no longer have my permission to withdraw funds from my checking account. I set up automatic bill pay from my new checking account and paid the mortgage the week before it was due, but they still took the autopay from my old account despite my notifying them more than a month in advance. I spoke with them last week and was told they had cancelled the autopay and were refunding the extra payment, but they have not refunded it and when I log in I still see the autopay set up with the old checking account information. They owe me {$1000.00} that was taken from my account after it had already been paid, and I want my checking account information completely removed from their system, with the autopay cancelled. I am furious with the ineptitude of this company and will NEVER trust them with my checking account information again.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92780
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I missed 8 payments with my mortgage company due the financial crisis and job loss. In XX/XX/XXXX I settled with the mortgage company for {$15000.00} plus dollars for the debt, which was added to my loan and my loan was then sold. As of XX/XX/XXXX it was sold twice. The loan resided with XXXX XXXX when the original issues occurred in XX/XX/XXXX and now resides with XXXX XXXX ( Shellpoint Mtg Servicing ). I put the house under contract for sale in XX/XX/XXXX. I requested that Shellpoint/XXXX provide me with the loan modification so as to be assured of payoff amounts. I also requested a payoff statement - never produced. The loan modification was produced 2 days before the closing XX/XX/XXXX ( after numerous more attempts to get the documents in the intervening 30 days ). I have now twice requested an accounting to find out why my equity status in XX/XX/XXXX was obliterated by the loan modification so that my equity of {$6000.00} was completely gone. In addition to failing to provide the modification information to me ( which they did produce to the title company ) they collected twice on my taxes for XX/XX/XXXX and provided me with the incorrect tax statement. I have now proven that they did not pay my taxes twice and have received a refund of my escrow. However I've never received an accounting of the modification although requested on numerous occasions. The attached shows only a 4 year history insufficient to figure out why the modification was applied to my full original loan amount and not to my loan amount when the settlement occurred. My request continues to go unanswered. What happened to my equity and how does a modification jump from {$15000.00} for ( 8 missed payments ) to over {$22000.00}? The loan has also been paid in full and is still reporting on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: This is follow up to my previous complaint filed on this site against Shellpoint Mortgage Servicing company. Their behavior of harassment and intimidation is not acceptable. They bought my debt from another collection agency XXXX XXXX after XXXX XXXX used the same techniques to collect expired debt from XXXX XXXX XXXX who sold debt in bulk to XXXX XXXX. XXXX XXXX, FL XX/XX/19 From : XXXX XXXX XXXX To : Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, MI XXXX To Whom It May Concern : After buying my debt from Select Portfolio for pennies you keep harassing me with the latest by sending XXXX XXXX XXXX on XX/XX/19 banging on my doors at XXXX am while I was soundly asleep ( I'm retired and sleep a lot ) to intimidate me on loan that XXXX had no desire to deal or foreclose many years ago. You are violating every legal statue that bars you from harassment and intimidation. You are violating : [ 15 USC 1692d ] 806 ( 5 ) [ 15 USC 1692d ] 806 ( 2 ) [ 15 USC 1692c ] 805 ( a ) ( 1 ) [ 15 USC 1692d ] 806 ( 1 ) [ 15 USC 1692c ] 805 ( 6 ) [ 15 USC 1692g ] 809 ( a ) [ 15 USC 1692C ] 805 ( c ) By this signed letter I am asking you to cease and decist all calls ( including third party ), all written correspondence and remove ALL negative remarks on all three credit bureaus ( XXXX, XXXX and XXXX ). There is statue of limitations for collections and you are way past due that statue. XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2019-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is a request for postponement of trustee sale scheduled for XX/XX/2019 as sellers are in contract. Buyers need 18 days to close escrow. Estimated close of escrow is XX/XX/2019. Last Monday, XX/XX/XXXX, I sent email to the trustee and the loan servicing company, Shellpoint Mortgage of this request but until now have not heard anything. I need the confirmation of the postponement of the trustee sale in writing. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95128
Submitted Via: Web
Date Sent: 2019-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second complaint I am filing against NewRez/XXXX XXXX/Shellpoint Mortgage Company. In XX/XX/XXXX, I received notice from you that the company was in contact with me and resolving the matter ; therefore, you had closed the case. The company did NOT contact me to resolve the matter. I have an excellent credit rating and pay my mortgage every month without fail. In XX/XX/XXXX, XXXX XXXX transferred my mortgage to this company. From that time on, I have received inaccurate mortgage statements, and the first seven ( months ) listed different amounts owed. I was constantly being charged overages, late charges, etc ; which would then get reversed when I called and complained. The company also mailed my statement late each month. To date, the only thing that has changed is the company mailing me the statement on time. I have been forced to mail each payment as certified mail, with return receipt requested, since XXXX XXXX/Shellpoint has charged my account as late ( later agreeing that it was not late and removing the charge ). I do have names and dates of these conversations. I had an escrow analysis conducted in XX/XX/XXXX. NewRez/XXXX XXXX/Shellpoint then conducted another this XX/XX/XXXX ( after stating that they would not conduct another for a full year ). My mortgage is now approximately {$130.00} more than last year ; and I am in disagreement with the company 's analysis and handling of my account. The current issue involves the escrow analysis and subsequent increase in my account. I wrote three ( 3 ) letters to NewRez/XXXX XXXX/Shellpoint since receipt of the new escrow payment demands. XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I sent the letters to several addresses ( as they have several listed ). In my letters, I stated that I was in disagreement with the analysis conducted. I requested information on the procedure for paying my own taxes and insurance. I have received NO response from the company save for continued statements requesting money on this new amount. Today, XX/XX/XXXX, I spoke with XXXX XXXX from Shellpoint ( they use all three names interchangeably ). She checked my file and saw the letters, stating that they had been listed as " general correspondence ''. She stated that the company does not respond to letters that are " general correspondence '' ; they will only respond to a dispute. Ms. XXXX suggested I write yet another letter, putting the word " dispute '' under the heading. I will not write yet another letter to this company. They need to respond to my letters, sent with each of the payments made in the past three ( 3 ) months. I will be happy to provide you with the specificity needed to support my claim. I have looked at other CFPB complaints listed and find that my experience with this company is not unique. I do not understand how they can continue to operate in such an unethical manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In early XX/XX/XXXX I received notice my mortgage payment would increase from {$1300.00} to {$1300.00} because my escrow account had insufficient funds - this made sense based on an insurance company change and a check that was sent to me. At the time I didn't understand why I was receiving the check and should have called the mortgage company, so again this increase for XX amount of months was understandable because I deposited the check and should've sent it back to be deposited into escrow. I believe the issuance of a check to me was a mistake by the then servicing company of the loan. In XX/XX/XXXX I received a notice from the new company over my mortgage, New Rez Financial, that stated my mortgage would be increasing from {$1300.00} to {$1500.00} because of insurance and tax changes. My insurance rate for the year increased only about {$120.00}, or {$10.00} per month, so a {$190.00} increase is outrageous. I called the county where I reside, XXXX County, and they stated an increase of that amount is out of the ordinary. When I contacted New Rez Financial they were unable to explain exactly why the amount increased like it did, other than pushing the explanation off on XXXX County and saying " your taxes went up ''. I need a detailed description and breakdown of why New Rez Financial is attempting to raise my mortgage payment ( starting XX/XX/XXXX ) by so much money. I'm already paying {$35.00} more per month over the course of the last 12 months and an increase of an additional {$190.00} is not acceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2019-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i was at my XXXX XXXX for a XXXX 's conference on XX/XX/2018 when I stopped to say hello to the Tax Collector. The Tax collector informed me that my property taxes had not been paid for 2nd qtr. I stated to her that it was because I had received a letter that my mortgage had been sold to a new company and it would work it's way to you. The next month when I was making my mortgage payment online I decided to ask Customer service regarding my mortgage. I believe they have records of all my calls so I'm going to say this was on the 6th of the month of XXXX. They stated to me that they had made my payment. I immediately called the Tax Collector and she stated that the payment had not been made. I called back the Mortgage company and they said they would run a check with their vendor and call me or email me with the results. No one called no one email. The next month, XX/XX/XXXX, I made my payment and called the mortgage company to ask regarding the tax payment. The borough had already informed me it had not been made. They would check and return my call or email me. XX/XX/XXXX, The Tax collector say no and the mortgage company says yes and now my monthly payment changes again because my escrow is short. Finally after not getting off the phone I got transferred to a supervisor and they stated they would escalate the matter. I received the letter attached and waited another month with no results so I stared calling again. A supervisor called me in XXXX and stated he was handling the matter personally. I have not heard from him since.
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2019-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A