Date Received: 2019-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is not that I cant pay my mortgage but that I have an escrow account and Shellpoint Mortgage Servicing has not payed my taxes we have called they said the taxes will be payed dont worry I have been down to my town hall 3 times and Shellpoint still has not payed my taxes yet. We have called Shellpoint 3 times and 3 times they said they were in the process of paying the taxes. Apparently they are lied since now I have to come up with around {$4000.00} dollars to pay taxes that I have given this mortgage company to pay or the state of New Hampshire is going to put a lien on my house this is unacceptable someone needs to do something about this mortage company how is this ok to take poeples money and not pay what they are supposed to pay. Thats what we pay them for. Shellpoint needs to be looked into cause if they go belly up I will be out a lot of money and Im sure other people will be too. Unacceptable!!! Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03079
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After reporting this continual unfair, deceptive and abusive behavior from Shellpoint, Shellpoint just responded to CFPB, and not me personally by mail, a letter dated XX/XX/XXXX ( ATTACHED ) with my requested information on how they determined I didn't qualify for a modification. As you can see yourself by the response letter given there are many errors I will disclose that Shellpoint purposely " added '' themselves that is NOT accurate in order to disqualify me illegally. In Shellpoints evaluation they have included 3 properties I no longer own as the bank foreclosed on them AND several modified loans they have the payments plus PITI that I pay with the amounts incorrect-much higher of course!. Therefore, I am formally Appealing this rejection of modification due to the fact that Shellpoint decided on their own to include invalid information even though this was disclosed to them when I submitted my documents for review. I am Appealing their decision and asking again for them to cancel the XX/XX/XXXX sale date so that Shellpoint can do a proper review using factual numbers instead of them making it up. ISNT'T THAT A DUAL TRACKING VIOLATION? This is just one issue as Shellpoint continues to hold sale dates over my head WHILE IN REVIEW and for that matter during the entire modification process and Appeal period and refuse to give me the 30 days needed to respond, as I haven't even formally received anything back from Shellpoint on any of my disputes, or Appeals! Also, just to allow the CFPB knowledge of how Shellpoint and XXXX XXXX XXXX operate, I called in every day to see where I stood with the Appeal I sent in ( that Shellpoint " lost '' for weeks then " found '' once I pushed and spoke with a supervisor who would actually LOOK for it and update my file ) along with the many disputes and Qualified Written Request to which Shellpoint COULD NOT AND HAS NOT GIVEN ME A FULL ANSWER WITH LEGALLY, RECORDED DOCUMENTS THAT PROVE VALID STANDING. Also, no one at either company would tell me if my XX/XX/XXXX sale date was cancelled. I was left on my own to find out online at XXXX on XX/XX/XXXX hours after the purported XXXX sale time, that the sale date had been postponed until XX/XX/XXXX .... yet neither company would offer this information to me PRIOR to the XXXX XX/XX/XXXX sale date. I would think that the CFPB would call this DUAL TRACKING and uphold their own laws for the homeowners. I definitely consider this unfair, deceptive and abusive acts and practices, especially on a senior citizen as myself, XXXX years old in XXXX! They are targeting me unfairly and I am asking for the CFPB to protect me against these predators claiming to own my loan, provide me with answers to my requests and abide by the laws respectively.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a conventional mortgage on my home in XXXX XXXX, Maryland. The mortgage initially was serviced by XXXX XXXX XXXX, but effective XX/XX/XXXX, XXXX XXXX XXXX began servicing the mortgage. My account number is XXXX. XXXX XXXX XXXX is now XXXX. In XXXX, I prepaid in full real estate taxes of {$510000.00} that were going to be due in XXXX to XXXX XXXX, Maryland. Nevertheless, a monthly amount was placed by the mortgage servicing company in escrow during XXXX to cover those taxes. On XX/XX/XXXX, XXXX XXXX XXXX notified me that it had received a refund check from XXXX XXXX, Maryland for the XXXX taxes I had prepaid. It said the refund was due to my overpayment of my real estate taxes. XXXX XXXX XXXX said it would pay this surplus to me " when your mortgage account goes through the next schedule annual analysis. '' However, by the middle of XXXX, I had not received the refund of {$5100.00}. I called XXXX XXXX XXXX in XXXX to ask about the refund. The representative told me that the next review for Maryland accounts would be conducted shortly, and that I would receive half the refund in XXXX and half in XXXX. I did not receive any refund in XXXX or by XXXX, XXXX. I called XXXX XXXX XXXX in XXXX and asked about the refund. The representative told me that the next review of Maryland accounts would be conducted in XXXX and that I would receive the refund later in XXXX or XXXX. I did not receive any refund in XXXX. I called XXXX to complain. A representative told me that the review for Maryland accounts would be conducted in XXXX, and that I would receive the refund in XXXX. To date, I have receive no refund. My three telephone calls supposedly were recorded, so XXXX has a record of my complaints. I am convinced this is a scam by XXXX to hold on and use my money for as long as possible, depriving me of the refund and the interest I could have earned on it. I doubt I am the only consumer affected by this scam. I ask you to investigate and compel XXXX to pay my my refund of {$5100.00} with interest back to XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our Mortgage was sold to Shellpoint Mortgage 5 months ago from XXXX XXXX. My husband and I completed a loan modification with XXXX prior to the transfer. Shellpoint currently has outdated information reflected on our account they claim we owe over six thousand dollars in missed payments which is inaccurate. Before our mortgage was transferred over from XXXX our loan balance was XXXX and our account was up to date and current. Shellpoint mortgaging is reflecting an inaccurate mortgage balance of XXXX and over 6,000 of missed payments and late charges. I have sent over the documentation proving our loan modification and a Shellpoint Representative verified the information was received. A Shellpoint Rep also verified the official copy of our loan modification was sent over by XXXX but our account has not been updated. According to Shellpoint it will not be updated until we sign a new loan modification from Shellpoint. The representative told me If we don't agree to sign the modification we will be forced to pay the XXXX of back payments that should not even exist because we never missed payments!!
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 32128
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I have been trying to get my Mortgage company starts reporting my payment history to all credit bureaus for a long time. I was told to send in a letter stating that I want them to start reporting to all credit bureaus, I did that on XX/XX/XXXX. Prior to that I have been calling and asking them. I didn't think I have to do that. My loan was sold to them on XX/XX/XXXX. When my old mortgage company closed due to a new company, my score dropped XXXX points. I did not ask for this sale but it happened. I have been calling to see why they have not reported. I was told they did but they have not. I do not like getting the runaround. I received a call from one of the managers for two days ago, I was told that I have to call all credit bureaus to do an investigation, only XXXX did that and not the other two. I was told that my mortgage have to start reporting because they have no record of this account. When I apply for something I tell they I pay a Mortgage and it is not on my credit report, They think that I am lying. I think a business should conduct themselves as a respectable business when this type of situation happens. I did not ask for this sale anyway. Why do I have to suffer because of them not reporting? If they are reporting, why any of the bureaus have this information. That is pretty strange. Please start reporting my payment history. Please and thank you.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company Shellpoint mortgage continues to refuse to send out monthly billing statements. On several occasions I have called and requested a statement and have not received one. Additionally, they do not show up to date information on previous payments, and I have noticed that principle payments that were made along with the finance charge were not displayed. When statements were sent they are mailed to me so late that by the time I sent the payment in they called me saying it was late. I told them that they send out the statements too late and to send them in a timely manner, they refused to help with this problem. As of XX/XX/XXXX I have yet to receive a statement from them, when I go on line the information for my statements is unavailable. I do not know that the principle payments that I have made for XX/XX/XXXX and XX/XX/XXXX are accurate. Therefore I am requesting a detailed report of all the principle payments I have made for XX/XX/XXXX and XX/XX/XXXX. I further request that statements be mailed out to me in a timely manner.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89523
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is fraudulently reporting information to the IRS. Shellpoint is holding my mortgage payments in escrow without my permission. They are not applying payments to my principal or interest. Shellpoint sent me a XXXX for XXXX indicating that I only paid {$3900.00} in interest when in fact this amount should be closing to {$15000.00}. My principal loan amount is at least {$10000.00} higher than it should be. In addition, Shellpoint has recorded late fees on my mortgage month after month even though I have never paid a payment late. This all started with a Hurricane Irma Federal Forbearance plan. I was given the opportunity to skip payments in XXXX, and was told that the skipped payments would have no affect on my mortgage, my credit, and I would incur no late fees. Without my knowledge, Shellpoint begin the process of trying to modify my loan. I'm being forced into a loan modification. The loan modification documents that I was sent show a principal loan amount of {$390000.00}. The loan amount should be around {$380000.00}. The loan modification documents address that approximately {$26000.00} in mortgage payments are being held in escrow ; however, they do not address if and how the payments will be applied to my mortgage. To fix the issue, please have someone call me to explain how the approximately {$26000.00} in mortgage payments will be applied to my loan. Also, please send me a new XXXX showing the correct amount of mortgage interest in paid in XXXX. All payments should have been applied to my loan. XXXX XXXX from Shellpoint and XXXX XXXX from Shellpoint have been awful. They are supposed to be my point of contacts, never pick up, never return phone calls, and can't fix anything. It seems this company is attempting to take peoples homes by way of making this process too difficult to address without legal counsel. I have spent countless hours writing emails, making phone calls, and complaining to the CFPB. The only time I get a return call from Shellpoint is when I complain to the CFPB. I recommend doing the same if you're experiencing anything close to what I'm experiencing.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PMI Cancellation : I paid the balance of my mortgage down to below 78 % loan to purchase price on XX/XX/XXXX. I was informed when I had paid the mortgage down to 80 % that i needed an appraisal to cancel PMI, or if I paid it down to 78 % it would go away immediately. Since then, I have been educated on the Homeowners Protection Act. A PMI payment was withdrawn on XX/XX/XXXX. I contacted the company on XX/XX/XXXX, and they said I needed to put in a formal request, which they did at that time. They said it could take 3-5 business days. Between XX/XX/XXXX and XX/XX/XXXX, I followed up again, and was told my request was pending, and I received inconsistent information on how long it would take to process. I did not record the date for this call as I thought they were working with me at the time. I followed up on XX/XX/XXXX, and was then informed it would take a month from my request on XX/XX/XXXX. I asked for confirmation as I had been told 3-5 business days multiple times before and they refused to send any written confirmation. They told me to send an email, which I've attached. I was not contacted. On XX/XX/XXXX, another PMI payment was taken out of my escrow account. I called on XX/XX/XXXX, and they said someone would call me in 24 hours. Nobody contacted me, and I followed up on the evening of XX/XX/XXXX, and I was told that the automatic cancellation was not 78 %, it was 75 %, which is inconsistent with the Homeowners Protection Act and my mortgage documentation. They also told me my LTV was at 79 % in their system, when it has been at 77.99 % since XXXX, and shows at 77.99 % on the customer portal. I asked the representative what they were showing as an outstanding balance, and the amount he told me was the correct outstanding balance, which equated to 77.99 %, but he still told me my loan was at 79 %. They refuse to let me talk to a supervisor, they refuse to call back. I believe they are intentionally giving me a difficult time, conflicting information and ignoring me because I have called so many times on the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/18, I contacted our mortgage company, XXXX XXXX XXXX ( now XXXX XXXX ), concerning past due property tax, homeowners insurance, and flood insurance which should have been paid from our escrow. I was advised to email the documents and the request to XXXX which I did. The homeowners and flood insurance were both paid in XXXX but, to date, the property taxes are still outstanding. Since XX/XX/18, I have called and emailed several times. In XXXX, I was promised that the taxes would be paid on XX/XX/XXXX but they were not. Each time I have called, I have been told that the situation is being escalated, they are looking into it, etc. Recently, our county 's tax office issued a notice to place a lien on our property due to nonpayment. The mortgage company is being of no help. Please assist us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2019-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In mid XXXX, XXXX, my husbands and I insurance agent that handles our home owners policy contacted us regarding our policy, because a Shell Point mortgage representative had contacted him regarding changes that needed to be made on our policy. So, we contacted Shell Point regarding this issue and was told by a representative but would not give me their contact name, that since we had resigned our mortgage with them, because it had been sold to them, they needed to make changes to the policy, so to my point, we have not signed any documents with this mortgage company and did not attend any closing which was to have taken place in XX/XX/XXXX. I requested this paperwork, and she denied my request, stating they had forwarded it to us by certified mail after our closing meeting. She also stated that our payments had been increased since we had not made any payments since the construction in XXXX. I did not chose to argue with her because we have been making monthly payments to our mortgage lender XXXX XXXX XXXX since XXXX. To another point, we have had our financial institute call this bank and verify how the checks are being cashed because they have found that the checks are cashed but have not been returned at any time which according to them is very unusual that a canceled check is not returned to be put on file, if ever needed to be pulled for proof in any matter. We are now concerned that the payments are not being put onto the debt because of her comment no payments have been logged since XXXX which is now 12 years, I find that very hard to believe. We are very concerned as to where our payments have landed since XXXX and the amount we were sending was {$1100.00}, for a total of XXXX and our initial loan was for XXXX. We had to file ch XXXX bankruptcy to protect our home so as to begin investigating where our money is and who are these people that are filing foreclosure. Thank you for your time and hope to get to receive some information as to what is going on with this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A