Date Received: 2019-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The below details a series of issues with Shellpoint Mortgage Servicing, stemming from an incorrect tax payment made by Shellpoint Mortgage on my behalf. A timeline of incidents as follows : XX/XX/XXXX The building we moved in to was completed and Certification of Occupancy was granted by the city of XXXX. XX/XX/XXXX - We closed on our condo in that building. XX/XX/XXXX - XXXX XXXX transferred our mortgage to Shellpoint Mortgage Servicing XX/XX/XXXX - Shellpoint Mortgage incorrectly paid the XXXX XXXX taxes for the original two parcels that our building stands upon for {$19000.00}. Because the building just received its certification of occupancy in XXXX of XXXX, each unit had not been assigned its own Parcel at that point. There at 34 units in the building. Shellpoint mortgage paid the taxes for all 34 units. XX/XX/XXXX - We became aware of the tax issue and informed Shellpoint by telephone. We were informed that a resolution ticket was opened with the Shellpoint Mortgage tax department. XX/XX/XXXX through XX/XX/XXXX - I've called roughly 50 different times to get an update on the status of resolution, but nothing has materialized. XX/XX/XXXX - We received notice that our monthly payment would be increased by {$2400.00} to pay down our incorrectly applied - $ XXXX escrow balance. We called Shellpoint immediately to inform them of the mistake. We were told that another escalated ticket was opened internally to handle the mistake. We stopped auto payment until the issue was resolved. XX/XX/XXXX ( cont. ) - We received notice that Shellpoint will be transferring our loan to XXXX XXXX XXXX XXXX XXXX effective XX/XX/XXXX. Our primary concern is that with the hand off to the new lender, this issue will not be resolved appropriately, especially if the new lender doesnt have the detailed history of this issue and our correspondence. Ive been assured dozens of times over the last year that this issue will be resolved, but it has not. In addition Ive spent dozens of hours on the phone trying to resolve mistakes made by Shellpoint Mortgage.
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 02127
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has transferred to different servicers a few times. I had set up bi-weekly payments to reduce my interest burden. However, I recently noticed a message reporting partial payments are not applied to the loan but instead held in a separate suspense account until the balance is fulfilled and then it is applied to the balance. Is this legal? We live in Hawaii. I would think they must be benefiting from my extra money being held in there suspense account, in the form of interest in their favor. They surely must be generating interest on it. This defeats the purpose of bi-weekly payments. This strategy by the mortgage servicer is impeding the client/consumer/home owner from reducing interest on the mortgage and the length of the loan. I am very upset to just learn this. I feel this is wrong and should be illegal. It is my understanding that I am allowed to pay off the loan early and this practice inhibits it. I am upset.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96734
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/19 my mortgage company, XXXX XXXX, called me regarding a refinance offer that I qualified for. When I told the loan officer- XXXX XXXX , that I would like more information he said that he would put some scenarios together so that we can discuss further ideas. He never asked to run my credit or informed me that he would be conducting a credit inquiry as I would have declined that. On XX/XX/19 I get notified by my credit monitoring company that a hard inquiry has been made by XXXX XXXX XXXX. I contacted the loan officer and asked why the inquiry was made and he stated that I had approved the credit check, which is 100 % false. I requested his supervisors number- XXXX XXXX , left him a message to which he never called me back. I then called the loan officer again and requested upper management contact info and was given- XXXX XXXX XXXX When I called the direct line it was an incorrect number and when I asked the operator for Mr. XXXX XXXX 's number, I was told there is no such person working for the company.
Company Response:
State: TX
Zip: 75007
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is about XXXX, formerly named XXXX, also part of Shellpoint Mortgage Servicing. On my XX/XX/XXXX statement, I was told to pay a partial payment of my usual monthly mortgage. My usual payment is {$1400.00} per month. My XXXX statement said to pay {$370.00}, as a {$1000.00} payment had already been applied. I paid {$400.00} for my XXXX statement. I soon received a letter informing me I did not pay my XXXX balance. By XX/XX/XXXX, I received a letter saying I owed {$2500.00} because I didn't pay the whole balance due in XXXX. So I had to take a loan from my parents to cover this cost. I paid this total amount then on XX/XX/XXXX. When I called XXXX and asked about the discrepancy in the XXXX statement, they were not sure why the problem happened and they would get back to me. They did not. When I called back around XX/XX/XXXX, the service agents couldn't explain why there was a {$1000.00} payment made to my account, and later retracted. When this payment was retracted that caused my partial payment to not meet the monthly cost and I was sent a failure to pay notice. At this point XXXX told me it was going to be ok. But what happened to the {$1000.00} partial payment applied in XXXX? After I had already paid the {$2500.00} for XXXX, I called again to XXXX to understand what happened. They replied with " we don't know ''. I called again today, XX/XX/XXXX to find out what they discovered happened to the missing {$1000.00} from my XXXX statement. They told me they didn't know, they also said they might have applied someone else 's payment to my mortgage. They were not sure of their own book keeping. I was charged a {$56.00} fee. My credit also took a hit, as I was considered delinquent for paying the amount XXXX billed me. XXXX 's poor book keeping caused me I injustice to my credit score, when I'm trying to finance a new car, and now my monthly payments might go up {$100.00} a month. XXXX mortgage company made multiple mistakes, charged me a late fee, messed up my credit, and their resolution to their mistake is " I apologize. '' Meanwhile, I am the one financially burdened by their mistake. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a mortgage with my ex-spouse in another state. Several months ago the statements started coming to my new address not forwarded but with the new address even thought they were not changed by me or the primary. The primary tried to get the address changed back to the property address however twice they failed to do so. I called to try to do it and was told that because I didn't know the password they were unable to give me anything about the loan. I did not place a password on the loan however I am still on the loan under my married name and if something happened I would be responsible for the balance. Since the primary is not getting statements he is at this point late on his payment which is affecting me and my credit however they are unwilling to do anything to assist me. They were unauthorized to change the address and did not do their proper due diligence as there is no mail under my married name that actually goes to my new address. Not only do I have concerns that this may affect my credit but I feel this practice could lead to identity theft in that they wont assist me and changed the address without written or verbal consent to do so. This appears to be a basic lack of Know your Customer Regulation practice. There was no address change confirmation sent to the XXXX XXXX address nor as I am aware to the XXXX address. I have only requested that they update the address back to the property address. The property address is clearly listed on the statement as XXXX XXXX XXXX XXXX XXXX XXXX XXXX. When I divorced I changed my name back to my maiden name and moved. The address that the statement got changed to was XXXX XXXX XXXX XXXX, XXXX XXXX. This is a very drastic change. When I settled in XXXX I settled under my maiden name XXXX XXXX. No XXXX XXXX or XXXX XXXX have ever established residence in XXXX or credit for that matter.This can be easily verified with XXXX or XXXX systems or even a credit bureau soft pull. They did not attempt any of these in making and address determination and wont allow me access to my own loan to update or even inquire.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43026
Submitted Via: Web
Date Sent: 2019-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint paid XXXX 1st half tax installment in XX/XX/XXXX I paid XXXX 2nd half tax installment in XX/XX/XXXX to allow this to count as an itemized deduction on my federal and state tax return I called Shellpoint mortgage customer service at XXXX Arizona time on XX/XX/XXXX and was told if I paid my tax bill I would have it included in escrow analysis scheduled for XX/XX/XXXX. The call was 6 minutes. I paid my XXXX 2nd half installment at XXXXXXXX XXXX Arizona time after getting the information above from the customer service rep at Shellpoint Per the email below, my escrow analysis date has changed to XX/XX/XXXX which means I would be out {$1500.00} for almost a year I had not received any information from Shellpoint even with corresponding with their General Counsel I just received a letter today XX/XX/XXXX that says Shellpoint is re-analyzing my escrow account. There is no commitment to when the escrow analysis will be completed other than the appropriate department will process the escrow analysis.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85258
Submitted Via: Web
Date Sent: 2019-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of today, XX/XX/XXXX, I am over composing letters for requests for XXXX XXXX XXXX/ ShellPoint Mortgage Company . On XX/XX/XXXX my family and I experienced damage to our home due to a tornado causing a tree to fall through our ceiling. We received an initial payment of {$36000.00} which we signed over and sent to our mortgage company at the time, XXXX. We hired a contractor to work on our home, and he was approved by our mortgage company, on XX/XX/XXXX. On XX/XX/XXXX we supplied all the documents to the mortgage company and still had to wait until XX/XX/XXXX for our contractor to receive an initial payment of {$18000.00}. Once the builder started working on our home, he informed us that there was more damage and started getting estimates to XXXX XXXX so that there would be enough money to fix our home. On XX/XX/XXXX we settled with the insurance company because our builder assured us, he would be able to complete the job for {$73000.00}. Unfortunately, soon after settling we learned our contractor hadnt worked on our home since XX/XX/XXXX. The area of the roof that was worked on, they had re-used broken and splintered joists and rafters that had been hit by the 40ft tree. They also left that area left uncovered with XXXX sheets and felt for our home to be rained on for 3 months. Thus leaving it in worse condition than the original damage the tree caused. For those reasons and many more we decided to terminate XXXX XXXX with XXXX XXXX XXXX XXXX on XX/XX/XXXX. Soon after we filed a police report with the XXXX XXXX Sheriffs Department for Home Improvement Fraud. Its dated XX/XX/XXXX, case # XXXX. Before we officially terminated the contractor, I spoke with XXXX with the Loss Draft Department for ShellPoint to inform them of the situation at hand and was told we needed to have the contractor sign a Waiver of Lien. Which we did. I also asked what they were going to do about getting the money that was taken by Mr. XXXX, as it is evidenced and documented in the investigators report, he had not used all the funds given to repair my home. I told there was nothing they could do, because they do not have the resources. This left me rather frustrated because here we are victims of a natural disaster and now victims of home improvement fraud, and our mortgage company, the company that required us to hire a LICENSED AND INSURED CONTRACTOR WONT STEP IN ON NOT ONLY OUR BEHALF BUT THEIRS AS WELL, THEY HAVE AN INVESTMENT IN OUR PROPERTY AS THE LENDER. At that time, we had decided enough was enough. We wanted to take our homes future in our hands, because license contractor or not, money lost was not going to fall on the mortgage company. It would be taken from the home WE live in. We were advised by XXXX, a ShellPoint representative to complete a letter of self-repair, which we did and submitted on XX/XX/XXXX. In our letter we explained that it is in the best interest of XXXX and Lender that I serve as Owner-Contractor, because I have a great interest in my home being whole again. At the end of the day I am the one responsible, contractor fraud or not. I further went into detail on the experience we had with our former contractor and how I can not fathom putting our trust in anyone else to appropriately use the remaining insurance disbursement for actually repairing our home. At this point, with {$18000.00} gone, and almost all of the 26 % work it covers still to be completed, doing self-repairs will be the only way we will come in under budget, and add value when done. We sent them receipts for repairs we had already done with our personal savings. We requested emergency funds be released so that we could hire a roofer to fix the roof that had been leaking for months. We needed funds to do the most efficient repairs to mitigate any further damages caused. That request went unanswered which forced us to use rolled roofing as a temporary fix. We didnt hear anything back concerning that letter, until I contacted ShellPoints loss draft department and spoke with XXXX a few weeks later only to be told we needed to compose a letter for why we dont feel comfortable hiring another contractor. I have already covered that in my first letter, so why? I was then informed that because our home repairs were over {$40000.00}, they couldnt grant my request for self-repair, but would forward my letters to their parent company and well see what happens. I asked why I couldnt speak with someone at this mysterious parental company, in which they would not name and was told that I needed to draft up these letters and they would reach out to them on my behalf. Today ( XX/XX/XXXX ) I called ShellPoints Loss Draft Department to follow up on my letter that was mailed via certified mail on XX/XX/XXXX, and was told by XXXX at this time, again they could not approve self-repairs for amounts over {$40000.00}, but he would pass my letter onto the mysterious higher ups. It does no one any good to leave my home damaged. The mortgage company benefits most once my home is restored to the condition it was in when we bought it. And I plan on it being better than that. As I have said in my certified letter to ShellPoint and will reiterate here- The responses weve been getting from Loss Draft Agents concerning the funds in escrow for repairs is unacceptable, first and foremost is the response to our request emergency roof repair or for reimbursement on monies already spent or draws to work either performed ourselves or to be sub-contracted out acting as Owner-Contractor. The Louisiana State Board of Licensing for Contractors ( LSLBC ), and Louisiana Statutes grant me the right to be exempt from many of the laws requiring a license for work performed on my own home, and that right granted by the State of Louisiana cant be taken away. The Covenants of our Mortgage Agreements neither prohibits, nor could it violate my rights, and also states ShellPoints right to Restoration or Repair, and that they may pay for repairs and restoration in a single disbursement or a series of progress payments as work is completed. We have also not only found it very hard to communicate with someone with authority or in management resolve this matter, but have found it to be an impossible task, so I am also requesting contact information to be provided with the name, direct telephone number, and email of a contact or department for handling special circumstances for getting in contact with a person or people with authority to work with me on ShellPoint Financial Corporations behalf. I would appreciate if ShellPoint would give a written response to the following questions : 1. Why were we required to hire a licensed and insured contractor if ShellPoint didnt have any interest in recouping monies lost from home improvement fraud? 2. Are the insurance proceeds paid to myself and ShellPoint that are now being held by ShellPoint in an interest-bearing account? If so when will monies generated from interest be released? 3. Would like to have a written explanation as to why we havent had any assistance in emergency roof repair? 4. Ive submitted receipts for repairs made, when can I expect reimbursement? 5. A total of {$70.00}, XXXX has been paid in insurance proceeds, although we occurred a loss of {$18000.00} due to contractor fraud, leaving {$52000.00} that has been deposited in ShellPoints escrow account. Having said this, I would like to know why cant we have ShellPoint 's blessing and move forward with self-repair? Thats only {$12000.00} over the {$40000.00} limit discussed. In the bigger picture, since ShellPoint couldnt be involved in recovering the {$18000.00} lost, whats the point anyway? Why step in here, but not there? I am fed up and have been left with no option other than to file this formal complaint in hopes that this may finally come to a reasonable resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 710XX
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I made a second mortgage loan with XXXX XXXX XXXX. On XX/XX/XXXX, my loan was sold to XXXX XXXX XXXX XXXX, and on XX/XX/XXXX, the loan became serviced by Shellpoint Mortgage Services. I was never notified that my loan was being sold to XXXX XXXX and serviced by Shellpoint. Shellpoint has a history of not sending statements timely, which led to my loan becoming late over several months. I spoke with Shellpoint numerous times to rectify the problem but no resolution was reached. Per Shellpoint, they use a third party to prepare and mail mortgage statements. I have done whatever I can to work with Shellpoint to keep my account current. I recently received a Notice of Default and Intent to Accelerate dated XX/XX/XXXX, and postmarked XX/XX/XXXX, stating an amount of {$300.00} was due within 45 days. I also received a monthly billing statement dated XX/XX/XXXX, postmarked on XX/XX/XXXX, stating total payments due was {$470.00}. Another statement dated XX/XX/XXXX, postmarked XX/XX/XXXX, stated {$480.00} was due. In the meantime, I had sent {$100.00} on XX/XX/XXXX and {$280.00} on XX/XX/XXXX. Neither of these payments were processed timely by Shellpoint. The {$100.00} payment was posted to my checking account on XX/XX/XXXX, and the {$280.00} was posted on XX/XX/XXXX. So apparently, payments are sitting at Shellpoint for a long period of time before being processed. From a phone call with Shellpoint on XX/XX/XXXX, I found that the remaining balance of {$100.00} would be coming due on XX/XX/XXXX. I have not received a statement for that amount. I asked to speak to a manager regarding these issues, and I made the {$100.00} payment over the phone, which now brings my account current. My problem is that I received a Notice of Default letter when it clearly looks to me like the problem is with Shellpoint not providing timely statements. To me, this looks like an unfair and deceptive collection practice. Also, Shellpoint is making harassing phone calls to me six times a day, after I have already asked them not to call me because my line of work ( truck driver ) does not allow me to answer the phone without the possibility of losing my job. I have also been charged a late fee of {$7.00} that I feel is unfair since the statement was postmarked AFTER the due date of the invoice. The account manager I spoke with today ( XX/XX/XXXX ) is aware that their account statements are not being sent timely, and told me they are " looking into getting statements sent more timely ''. This conversation with Shellpoint was recorded with recording number XXXX. As of now, my account it paid ahead of schedule, and I want to keep it current, but can only do so if statements are sent timely, allowing to make a payment within a reasonable amount of time before it is due.
Company Response:
State: MN
Zip: 55304
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a refi with XXXX XXXX XXXX who is my current mortgage company in XX/XX/XXXX. I was instructed to not pay my mortgage for XX/XX/XXXX and XX/XX/XXXX as the refi process was ongoing. Specifically I was told by loan processors that it was my choice to pay it but I did not have to as the refi process would " Take care of it. '' Today as my refi was to close almost 45 days after I applied on XX/XX/XXXX. The loan was closed out and I CALLED THEM to find out as my loan portal was empty. I was told that FHA regs cant go through as no 30 day lates were to be on my loan. I am beyond angry and feel like a fool for listening to these people. I am out {$500.00} for an appraisal as well as now have to make a double mortgage payment. I need help as they just brushed me off, I no longer desire to do business with these people as I was misled and now forced to wait as this bigly impacts my credit. I have nearly 100K in equity and I need to access it for home repairs and some consolidations. Is there any thing that can be done?? No where in my documentation did it say contrary to me paying the mortgage. I followed instructions to the T. I have all correspondence saved as well as documentation
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called XXXX to initiate the process of having my PMI ( FHA MI ) removed from my account. According to my original loan agreement after 5 years, I am eligible to have my home re-appraised at MY expense to recalculate Loan to Value ratio. If the LTV is at or below 78 %, the mortgage insurance will be removed. So I called XXXX to start the process. I have since called 4 times over 2 months and they refuse to give me any information, refuse to respond to me. I can only speak with customer service, can't speak with a supervisor, nothing! Total lack of information. REMOVAL OF MY MORTGAGE INSURANCE IS MY RIGHT under the agreement and they refuse to honor it. Here is my telephone history : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX spoke with XXXX XXXX and emailed at XXXX ( no response ). Called XX/XX/XXXX spoke with XXXX XXXX and was only able to read back my email I sent. NO update info at all. No one else to speak with. I have no other option but to seek CFPB 's help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A