Date Received: 2019-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The are harassing me indicating my mortgage is late. I completed the FHA Streamline Disaster Trial Period for which and I finally received my modification papers fro which I signed and had notarized on XX/XX/2018, sent that very day. It indicating my payment would be {$950.00} ( P/I of {$660.00} and Escrow {$280.00} ). And I continued to make payments was short whereas when I calculate what I paid vs what was paid out for T/I, I am well overpaid. Now they are saying on top of the escrow shortage, my mortgage is $ XXXX higher than what it was!? ( This is literally around the balance of my mortgage on the was around the balance of my mortgage on my XX/XX/2018 statement - I have copies of everything )! I was even getting charged monthly inspection fees when they weren't actually doing he inspection. They could not provide me only provide me with 1. I made several calls with only a few being returned. So I when I did speak to a CSR, I was told to report XXXX XXXX to HUD for which I did, only then did she start to respond since I sent email notification to the " Escalation department '' and CC her indicating. I have yet to hear back from them. It has been 517 DAYS and they still cant get this right. I am at whits end!! I don't even have access online to view what they are doing to my /account. Like they are being shady and hiding something. I told XXXX I AM NOT LATE, do not harass me and tell me I am and then she proceeds to tell me she will note I don't want to received ANY calls. NEVER did I say I didn't want to receive calls, I don't want the harassing calls saying I am late when I am not!? This is what happens when people are not capable of doing their job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34205
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my mortgage set up for automatic payments. These were bi-monthly payments of {$600.00}. Without my consent/request, XXXX XXXX XXXX company charged me for the month of XX/XX/XXXX my bi-monthly payments ( {$600.00} x 2 ) plus an additional complete house payment ( {$1200.00} ). They essentially took 2 whole house payments for he month XX/XX/XXXX. They did the exact same thing for the month of XX/XX/XXXX. I did not set this up or request it. The only way that I new this was happening was when I looked at my bank account it was almost empty. I need the 2 extra payments they took from returned to my bank account immediately. I have been talking to XXXX for the last 3 weeks. No one at XXXX is doing anything to help me with this issue. It is causing me severe financial hardship. I was told 3 weeks ago that I would receive a check. I have called XXXX several times to find the status of this check. No one at XXXX can find the status of this supposed check. When I call XXXX, someone looks at my account history for the months of XX/XX/XXXX and XX/XX/XXXX and they say " wow, this is really a mess. How did this happen. We will definitely have to figure this out. '' Although no one at XXXX has done anything about it yet. Every time I call no one seems to be able to help me.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95821
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my home was appraised at my request by a representative from the mortgage lender ( XXXX XXXX ) in order to remove the PMI on my current loan. My home appraised for {$520000.00}. Principal on the loan is just under {$400000.00} with no other liens or second mortgages. This puts my LTV at 77.87 %, according to the lender 's own documentation. This is under the 80 % LTV required by law for removal of PMI. Subsequently, I sent emails requesting the removal of PMI to XXXX XXXX on XX/XX/XXXX, again on XX/XX/XXXX and again today. XXXX XXXX acknowledged all my emails. I've spoken on 5 separate occasions to representatives of XXXX XXXX who stated PMI is removed at 80 % LTV, that all other conditions are met for removal of PMI on my loan and that they're not sure what's happening, they suggested I keep writing emails. On XX/XX/XXXX, XXXX XXXX sent me a letter stating that the PMI on my loan would not be removed, applying a 75 % LTV for removal of PMI instead of the 80 % allowed by law. This is in violation of the Homeowner 's Protection Act and the laws of the State of New York regarding this matter. All conditions for removal of PMI on my loan are satisfied and PMI should be removed forthwith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018 I submitted to XXXX XXXX XXXX XXXX an application regarding my exemption from state property tax. It has been three months since I submitted all the paperwork required for a tax exemption. I have called numerous times with no avail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a Mortgage with XXXX XXXX with no escrow account. XXXX XXXX sold my Mortgage in XX/XX/XXXX to XXXX which now changed their name to XXXX. I was and still am paying my own Taxes, & private Home owners, Wind, & Flood Insurance. My Condo association also pays Master Flood and Hazard insurance. It is included in my Fees. I have given both XXXX XXXX and XXXX Proof of renewal for all policy that I pay in full. XXXX XXXX and I agreed to that and everything was fine Now here comes XXXX! Everything was fine for 8 months I emailed them proof of insurance renewal that is paid in full. They send me a letter I need more Flood Ins. Fine I purchased more Personal flood insurance Paid in full to satisfy their demand of {$44000.00} My personal flood is paid in full by me until XX/XX/XXXX. I sent them proof and they sent me a letter that it was accessible to them. I have the Letter. They now say They are going to open an escrow account and they now added {$160.00} to my Mortgage. This is unacceptable I am XXXX years old and do not need to or will I be bullied by these predators. I will email you the documents. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: *Racketeering and RICO violations complaint of Shellpoint Mortgage Servicing* *On XX/XX/XXXX I submitted a complaint ( Complaint # XXXX ) about Shellpoint Mortgage Servicing, LLC XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX Phone number : ( XXXX ) XXXX * My main complaint, of multiple complaints was that the former owner of my mortgage ( XXXX XXXX XXXX ) had already agreed to do an " assumption of novation '' in order to simply remove my ex-spouse 's name off of the mortgage. I was told Shellpoint Mortgage Servicing, LLC would be require to preform the simple task of a " assumption of novation ''. Instead of addressing this directly, they are saying that the divorce judge requested I refinance the home. The judges orders are that I simply have my ex-spouses name removed from the mortgage deed. The judge does not care how this is done and a assumption of novation is the easiest way to accomplish this. *Shellpoint Mortgage Servicing, LLC is not even a true mortgage lender, but is a debt collector mortgage foreclosure company. They have little interest in " servicing '' your mortgage. They only want to charge you over the top interest rates and then their finale goal is to take your home. Example : A year and a half ago my ex-spouse requested a modification with XXXX XXXX XXXX. She got it.It 's now owned by Shellpoint. We were only behind around {$8.00}. Only {$8000.00}! My wife and I were coerced into this insane modification by XXXX XXXX XXXX! We were told that we had to do this modification because otherwise, they would start foreclosure proceedings immediately. I'm claiming racketeering/RICO violations here. We only owed XXXX {$8000.00}, but the modification charges me {$800.00} a month for 5 years ( 60 months ) which they admit. That's over {$46000.00} for a {$8000.00} loan. See RICO violations. *I am willing to overlook this for the time being if Shellpoint gives me " assumption of novation '' to remove my ex-spouses name from the mortgage which my lawyer says is okay with the divorce judge. That's what I need done ASAP please. As I was promised. * The response to my initial partial complaint # XXXX that they never reported any late payments to any credit reporting agency is a partial lie by Shellpoint. They may not have reported it, but the mortgage companies I've contacted about refinancing call Shellpoint and are told I have multiple late payments. Thus, I am unable to refinance my home ( Even with 18 months of on time payments and a high income! ) because of Shellpoint 's saying I have late payments which is false.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received a past due notice on XX/XX/XXXX from XXXX County Tax Assessors office stating that our XXXX taxes were not paid. We reviewed our escrow account through our on-line account with Shellpoint Mortgage and noticed that the taxes for XXXX had not been paid by Shellpoint Mortgage. I then called Shellpoint Mortgage Escrow Dept on XX/XX/XXXX to inquire about this delinquency and spoke with a representative. The rep stated that the tax bill had been " overlooked '' and that she would put in a request to have it paid. She stated that it should take approx 7-10 business days to process the request and to follow up the next week. I in turn called the County Tax Assessors to let them know. I followed up with Shellpoint Mortgage Escrow Dept today, XX/XX/XXXX and spoke to another representative. She just told me that the company was still " processing '' the request. When I asked about penalties and the delinquency reported to my credit report, she just said that Shellpoint would take care of the penalties and that I would just have to dispute the charges against any credit bureaus. I asked if I could get all of this in writing, but she said no, that all she could do was verbally tell me. I asked the rep several times to speak to someone that could give me more detailed information on how this happened and to expedite the request, but she said there was no one else I could speak to. I am very disappointed in the way that this has been handled and that I will suffer the consequences due to this company 's negligence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan is being serviced by Shellpoint Mortgage Servicing. During the brief time this company has been a serviced by Shellpoint, I have experienced nothing but difficulty. My username and login will not work on their website, so I can not set up autopay. I opened numerous support tickets, but have gotten no resolution. I sent in all of the Insurance data as requested, they did not record it, I e-mailed it in 3 different time as directed, with no response. I also tried using their automated insurance collection system, but they did not receive that either, this was only resolved after I called and practically forced the unhelpful woman on the phone to record it, then send me a confirmation e mail before we got off the line. This company makes paying your mortgage incredibly difficult, tried to initiate a lender placed homeowners policy even though I had used every available method multiple times to submit my policy, sent numerous threatening letters during this process. Please look into their processes, it is not fair that people have to deal with this level of incompetence when trying to service a loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I HAVE APPLIED FOR HARDSHIP ASSISTANCE WITH MY CURRENT MORTGAGE COMPANY SHELLPOINT MORTGAGE AND WAS DENIED DUE TO HAVING EQUITY IN MY HOME. THIS IS ABSOLUTELY INCORRECT AS I HAVE XXXX MORTGAGES WHICH MAKES ME UNDERWATER. I TRIED TO EXPLAIN THIS TO MY ASSIGNED REPRESENTATIVE XXXX XXXX, HOWEVER IT IS APPARENT HE WAS NOT HIRED FOR CUSTOMER SERVICE BUT TO ARGUE THE POINT HE DOESN'T CARE NOR WILL THE COMPANY HE WORKS FOR WILL DO ANYTHING ABOUT IT. I HAVE BROKEN DOWN THE LIENS ON TITLE TO SHOW THAT I AM UNDERWATER ON THE PROPERTY AND SHOULD NOT BE DENIED FOR HAVING EQUITY AS HE STATED, HE SAID ITS NOT HIS PROBLEM. My mortgage balance on the first XXXX is {$240.00}, XXXX ( {$34000.00} delinquency estimate ) My mortgage balance on my second lien is {$100000.00} Total {$380000.00} Appraised value per representative {$350000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14450
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted ShellPoint in writing and informed them that my mortgage payment amount was not correct and if they did not correct my mortgage payment amount for XXXX, I would not be able to pay the higher payment because of them setting up a escrow account for me in error because they say they paid taxes when I sent them proof that I paid my own real estate taxes. I have not heard anything from Shell Pointe to make the correction.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2019-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A