Date Received: 2019-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was sold to XXXX XXXX dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX, SC XXXX ( XXXX ) XXXX from XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX in XX/XX/XXXX. At this time my spouse and I were going through a divorce. I ( XXXX XXXX XXXX ) was awarded the home by the divorce judge and told I needed to remove my ex-wife from the mortgage ASAP. At that time my mortgage was still owned by XXXX XXXX XXXX. I had talked to XXXX XXXX XXXX and they said they would do an assumption or a novation to remove my ex-wife 's name from the mortgage.. Next thing I know is XXXX sells my loan to Shellpoint. I received a letter from XXXX stating the loan was sold, but that everything would remain the same except where and who I send my payments to. Well, I talked to several representatives at Shellpoint and they said they won't do the an assumption or a novation of the loan even though I had been promised by XXXX XXXX XXXX that they would do it. XXXX had " no problem. We can do that for you. But, Shellpoint refuses to do it as promised by XXXX XXXX XXXX. In fact, I contend that Shellpoint has fraudulently and purposely dragged their feet when processing 3 of my monthly online payments ; therefore my credit report now shows 3 late " mortgage '' payments which makes it impossible for me to refinance the home loan which is the only other alternative way to remove an ex-spouse from a mortgage loan. Shellpoint knows that a consumer will be unable to refinance either with them or another lender and intentionally makes a payment or more " late '' so you are forced to stay with them. I have no " late payments '' they are lying about! The other fraud they are doing is they are stealing my payments! ( SEE ATTACHED ) I have been mortgaging this home now for over 17 years. The first 13 1/2 years of monthly payments were " interest only '' and escrow payment. The interest on the original 25 year loan was met years ago! But, look at my Shellpoint payment history. Look at it! For 10 months I have made my monthly payment of {$800.00}. That's {$8000.00} and not one red cent is being applied to the principal! Only towards the escrow. Where is this money going??? When I call to ask those questions, I always get transferred on the phone and then I stay on hold forever. They never pickup the phone. They never help! WHERE'S MY MONEY? I bought his home for {$100000.00} in the year XXXX. So, in 17 years I paid these lenders over {$190000.00}! Almost twice the price of the original purchase price already! But, somehow I still have a principal balance of over {$120000.00}! It never goes down! Doesn't make any sense. Plus, my payments ( over {$8000.00}! ) Only goes to escrow. Where the rest going?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2019-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Consumer : XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Re : Loan # XXXX XXXX/ XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX PA XXXX ( XXXX ) XXXX Check : # XXXX Issued : XX/XX/XXXX Amount : {$5000.00} Check : # XXXX Issued:XX/XX/XXXX Amount : {$4900.00} Total : {$10000.00} My name is XXXX XXXX, and my property at XXXX XXXX XXXX is mortgaged with XXXX XXXX, formally known as XXXX XXXX XXXX. My loan number is XXXX. Within my mortgage, I have set up an escrow account with the financial institution to pay my property taxes. Recently, it was brought to my attention I have uncollected refunds that we're not mailed to me from XXXX XXXX. I was notified by 3rd party agencies that I had money floating in the county. I did my due diligence and found out this was in fact true. For the reason being, the check amount was above {$5000.00}, I needed an " Authorization to Release '' form for the institution that paid my taxes, XXXX XXXX XXXX at the time. In XX/XX/XXXX, I called XXXX XXXX and they gave me their fax number, so I faxed them my request. Two weeks passed and I didn't hear or receive anything. I called them and that is when I learned XXXX XXXX had actually denied to sign the form because of a letterhead issue. They didn't notify me by mail, by email, or by phone call. I then emailed both XXXX and XXXX on XX/XX/XXXX. Two weeks passed again and no word. I called the institution once more only for them to deny me access to the loan department. It has now been over 1 month in me attempting to recover the monies owed to me by this institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 914XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transfered from XXXX to XXXX XXXX XXXX. I mistakenly made my XX/XX/XXXX mortgage payment to XXXX after the transfer date. I sent the payment on XX/XX/XXXX. XXXX said they sent the payment to XXXX XXXX on XX/XX/XXXX. XXXX XXXX has not recieved the payment. XXXX sent me a letter stating they recieved the payment and forwarded to XXXX XXXX bit they will not provide me any tracking info. XXXX XXXX has stated it takes 30 days to " hit '' my account. That changed to 45 days and now 60. I filled a missing payment request with XXXX XXXX. I was told it takes 7 to 10 business days to investigate. It now has been 13 days with now results. XXXX is unwilling to help me at this point and XXXX XXXX keeps putting me off. At this point no one can account for the {$1700.00} payment I sent for XXXX. XXXX XXXX wants me to make my payments like normal but I feel the longer it goes the more complicated this gets. I need to get the money applied to my account so I can get straightened out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85209
Submitted Via: Web
Date Sent: 2019-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint claims a check was issued and sent to the Tax Collector to pay for property taxes. Said check was never received by the Tax Collector and I had to pay for property taxes out of my pocket to avoid late payment fees. Bank is unable to track payment, refuses to provide proof of payment and credit my escrow account. I requested escrow account to be closed several times but haven't been able to get a response from the bank. I proceeded to send payment for principal and interest only, now the bank is threatening to report me to credit agencies for late payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I inquired with Shellpoint Morgage ( Loan # XXXX - Property address XXXX XXXX XXXX, XXXX, TX XXXX ) on XX/XX/XXXX about removing my PMI. They told me I needed to fill out a form to request the removal and might require an appraisal if it is only 80 % LTV. They also told me it is automatically removed at 78 %. I never received the form and since I was close ( XX/XX/XXXX/XX/XX/XXXX ) to the 78 % LTV, I decided the cost of paying it down was about the same as the cost of the appraisal, I'd just wait until I paid the loan to 78 % LTV. I inquired in XX/XX/XXXX with Shellpoint about removing the PMI from my loan a 2nd time. I also made a request online, see attached The person I spoke with said they would not remove the PMI, even though the loan was now below a 78 % LTV. He said that since my property was non-owner occupied that the LTV requirements to remove PMI are lower. This is contrary to what I was told previously. My current loan amount is {$100000.00} ( see attached ). They are showing per my Shellpoint online account info. my LTV at 74.34 %. Please assist me in getting my PMI removed from my loan. Thank YOU!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2019-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-28
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Shellpoint Mortgage Company Keeps Harassing Me No Matter What I Tell They Sending Letters They Said To I Was Dead Then They Send Me A Letter Talking About I Have To Go To Court Then They Turn Around And Send Me A Letter Talking About I Owe Them {$100000.00} Dollars And I Don't Know What They Talking About
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60652
Submitted Via: Web
Date Sent: 2019-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage services my mortgage. They have an escrow account to pay my property taxes and insurance. There is {$3100.00} in the account. XXXX county, GA, where the house is located, has sent me a final notice that my taxes have not been paid. I have called Shellpoint and gone thru their confusing, inefficient, automated phone system. When I finally got to a real person they could only refer the issue to the tax department, not pay the taxes. Nor could they tell me why my property taxes haven't been paid or what they are doing with my money. The tax dept. is not 'customer facing '' and I am not allowed to talk to them. XXXX County will soon be putting a lien on the house and I need to know my taxes have been paid.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2019-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'll include below the text of the letter I sent to the mortgage service just today, letting them know I was starting a complaint with you. XXXX XXXX XXXX XXXX XXXX Place XXXX XXXX XXXX, SC XXXX By Certified Mail Reference # : XXXX Hello : I am disappointed and frustrated with the way my mortgage transfer is being handled. 1. You have the audacity to send me notice of you as a professional debt collector and that the letter you sent is an attempt to collect a debt and any information obtained will be used for that purpose. You send this after you and XXXX have mismanaged the purchase and transfer of my loan. You send me this threatening letter after being my loan servicer for less than 60 days! I have been a mortgage-holder in good standing for more than three years and have had no problems until you took over 2. I will be sending a copy of this letter to the Consumer Financial Protection Bureau, my attorney, the VA, and my congressional representative. 3. The attachment inserted here shows my attempt to contact you about the many problems with your handling of the loan in the short time youve managed it. You have sent me YOUR accountings of my payments over the last XXXX years that do not match the current information on the XXXX website. 4. I will send no further mortgage payments unless and until the errors are resolved and will take legal action if you report this dispute to credit bureaus in error. I will attempt to collect consequential damages as well as direct damage. 5. I have tried to work this out in good faith with you and the former mortgage holder but have been essentially ignored in that you have delayed your response, saying you needed time to work it out, and then sending a letter dated XX/XX/XXXX that I didnt receive until yesterday, XX/XX/XXXX. 6. Ive sent numerous emails from within your website. I will no longer use this means of communication as I mistrust your management of these communications. I have no copy of these and I request that you do not destroy these communications. 7. In your letter, you state that you are mailing statements to me. I have yet to receive one from you. As a courtesy, I sent a payment for the XX/XX/XXXX payment 8. You say I am overdue for my XX/XX/XXXX payment. The payment to XXXX is documented below. I never received a statement/invoice from XXXX XXXX ( as promised when the loan was transferred ) for the XX/XX/XXXX payment so I expect that the XXXX payment ( which I DID receive ) would be transferred to you. XXXX XXXX XXXX Pay From XXXX Amount {$3500.00} Withdraw On XX/XX/XXXX XX/XX/XXXX Category Mortgage ELECTRONIC PROCESSED XXXX Confirmation XXXX 9. I never received a XX/XX/XXXX invoice. I paid it as a courtesy based on a statement I found on my online account with you, but that statement/invoice did not show on my account until XX/XX/XXXX. 10. You state in your letter that invoices/statements are mailed on or around the XXXX of each month. I have yet to receive a XX/XX/XXXX statement/invoice. Unless I receive a statement by mail or by email, I will NOT pay the XX/XX/XXXX amount due. 11. Unless you want to wade through all these complications for weeks or months to come, I suggest you make my account {$90.00} in my favor as of today, after which I will make the XXXX payment and all subsequent payments. This will be the simplest solution. You MUST get the XX/XX/XXXX payment from XXXX. They cashed the check as noted above. Sincerely,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2019-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In or about XX/XX/2018, our mortgage with XXXX XXXX XXXX was sold to ShellPoint Mortgage Servicing. Due to our pay schedules, we have been paying our mortgage ( even with XXXX ) after the XX/XX/XXXX of each month but never in arrears. We are not behind on payments. However, Shellpoint has taken to harassing telephone calls ( multiple times in one day and at all hours without leaving any messages ) in violation of Mass Consumer Protection Laws and the revised mortgage laws ; has been hand delivering letters ( not in-hand service or mail ; just leaving letters jammed into our door which is not considered good service in MA ) threatening to commence foreclosure actions ( even though we are not even 1 month behind ). Additionally, in XX/XX/2018 I received notice from our homeowners insurance company that ShellPoint had failed to make our yearly homeowners insurance payment on time ( ironic considering the circumstances ). We pay by phone and the company offers no options to pay additional amounts, as we used to do with XXXX, therefore our late fees are accumulating on top of our principal. Lastly, no Assignment of Mortgage is on record for our XXXX loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2019-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, My home mortgage was just recently transferred to XXXX XXXX XXXX ( ShellPoint ). I was notified of mortgage transfer late XX/XX/XXXX. Once I received the letter of transfer, I called ShellPoint to make a payment and set-up a re-occurring auto pay transfer. However, it seems the auto pay was never activated. Couple of months passed by and I realized the amount of money I am keeping for the mortgage is not being deducted. I called Shellpoint customer service and only then I was notified that my account is past due! During the " past due '' period, I didn't receive any letters, phone calls or emails to indicate that my mortgage payments are not going through. Also, by law, I have 60days to make a payment from the day of notification ( mortgage transfer ). Currently I am going through a financial hardship. I am trying to refinance to decrease my mortgage monthly payment. This false late payment caused my credit score to drop tremendously and not allowing for the refinance to happen. I called shellpoint to resolve the issue. The only action they were willing to take is to report to prospective lender that my account status is current. Unfortunately, this is not enough. Shellpoint need to update the 30days past due payment reported in XX/XX/2018 to all credit bureaus to indicate there were no late payments on my account. Thanks for your help in advance, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20017
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A