Date Received: 2019-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XX/XX/2019 payment was auto drafted for more than double the amount of the payment. I promptly logged into the Shellpoint Mortgage Servicing website and saw that my escrow analysis had been redone. I quickly saw that Shellpoint had forced placed insurance on the home, even though in XXXX they listed themselves as lien holders on all my insurance policies. These insurance policies have been in place the entire duration of this loan. I also saw they had listed county and school taxes. These taxes are not associated with this home, and taxes are not escrowed with this loan. I called Shellpoint on 1/2 and explained these errors. They notified me that the correction process would take a few weeks. I have emailed and mailed Shellpoint all copies of my insurance, and sent a letter explaining the errors. I have continued to call back, at least twice a week, for updates. A few times I was told that they would have a resolution by 1/19. Today, I was told they still have no resolution. The taxes still need to be reviewed and escrow analysis done again. My escrow account has not been refunded the erroneous forced place insurance policies. I confirmed with them that I owe a 2/1 payment, and it is still more than double the amount it should be. How many people can afford to make two mortgage payments in one month 's time? That is what they have done to me, and are trying to do for the second month in a row.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Received a property foreclosure notice by mail from XXXX XXXX XXXX XXXX XXXX, XXXX. XX/XX/2019 for the sale of my home by mail XX/XX/2019. Tennessee law states the homeowner is suppose to receive the foreclosure notice 30 days prior to the sale date. I have submitted a modification request to my mortgage company Shellpoint Mortgage. I don't want to loose my home. Please, Please, Please, Help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38141
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To Whom It May Concern : In recent months we have been in communication with our Representative at Shellpoint Mortgage, XXXX ( XXXX ) XXXX, as well as a XXXX XXXX and XXXX XXXX, in regards to our mortgage being sold to Shellpoint from XXXX XXXX XXXX ( which by the way, was sold to XXXX by XXXX XXXX in XX/XX/XXXX ). Needless to say, it has been a disaster, and all downhill ever since our mortgage moved to Shellpoint. Mr. XXXX recommended that we reach out to Shellpoint 's " Escalations Department '', but nothing has been resolved and no door to communication has been opened between us to date. Mr. XXXX repeated the same reasons, excuses and apologies that you will see listed below, but no help whatsoever to date ). Here is the situation in a nutshell - On XX/XX/XXXX and XX/XX/XXXX our home was impacted by Hurricane Irma, and we sustained thousands of dollars in damage to our home. Due to this fact, XXXX offered us a grace period to not make payments, while avoiding late fees, penalties and interest, so that we could focus on repairs, check into insurance, etc. We were to resume our regular payment schedule during a " trial '' period XXXX, XXXX and XX/XX/XXXX and then be re-evaluated. We have records of payments on the following dates : XXXX ( XXXX agreed payment ) XXXX XXXX-SHELL WEB PMTS {$1100.00} XXXX ( XXXX agreed payment ) XXXX XXXX-SHELL WEB PMTS {$1100.00} XXXX ( Should've been XXXX Payment ; please see explanations below ) XXXX XXXX-SHELL ACH PMT {$1200.00} XXXX ( First trial/modification payment to XXXX before given to Shellpoint ) XXXX XXXX : XXXX XXXX {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX MORTGAGE PYMT - XXXX {$1200.00} Below is a general timeline of what took place when following through on our XX/XX/XXXX agreement with XXXX XXXX XXXX : XX/XX/XXXX - made first payment to XXXX XX/XX/XXXX - made multiple calls to Shellpoint to arrange 2nd payment, only to be told " we are unable to take a payment at this time since we have not received all necessary paperwork from XXXX. Many are experiencing the same thing. Thank you for your patience. Please call back and try again in coming days. '' Again, we attempted multiple times in XXXX ( they do have record of all these calls ) XX/XX/XXXX - Same reply as XXXX, however, told by XXXX XXXX that if we want to make a payment he would take it, but still no paperwork and sorry for delay. We felt uncomfortable making the XXXX or XXXX payments due to the lack of organization between XXXX and Shellpoint, therefore held off a bit longer, only to begin receiving certified letters telling us that we are facing foreclosure. Also, at this time it was advised by XXXX XXXX that we move to a new program that would go to 40 years with a payment around {$1100.00}, but Mr. XXXX ADVISED AGAINST US DOING SO, " because it was not a good offer compared to what we have ; it would add 10 years, so just hang in there '', therefore we declined ... but paperwork remained as if we had accepted! So, then BOTH opportunities had passed by this time due to poor, or lack of any, communication ... At this point we truly felt that we were floating at sea sharing one plank of wood between XX/XX/XXXX Complaint Print XXXX XXXX XXXX XXXX XXXX 3/6 the two of us ( me and my wife ). XX/XX/XXXX - After speaking with XXXX XXXX we chose to make the XXXX payment, I believe this was XX/XX/XXXX in the amount of {$1200.00} so as to avoid any lingering threats by mail. At this point all paperwork still not fully transferred and we are told that " many XXXX clients have had the same issue and we are sorry for all '', etc. Same thing we've heard each time contacting someone. [ Note - XXXX XXXX was extremely helpful, and really tried to remedy all in XXXX/XXXX, but XXXX is ALWAYS difficult to reach and offered no true assistance, just excuses and apologies ). In the meantime, more threatening certified letters arrive about foreclosure, but we are assured by every person we contact at Shellpoint that " these letters are automated and not to be concerned '' ; but because the letters needed to be picked up at the US Post Office and signed for, this caused a huge amount of anxiety and unnecessary stress for me and my wife. XX/XX/XXXX - Spoke with XXXX and XXXX again, this time to find out that there is no record of an XXXX payment!! Even though we have record in our bank account ( I can provide this information ) and it was XXXX XXXX himself that took the payment! In addition, we've discovered that our credit report at this point begins to show 150+ days past due on our most important payment ... our mortgage!! This has absolutely destroyed our credit! This has also made it impossible to refinance and start fresh ; we have had cards cancelled by creditors and are now struggling to keep up with all. So, the same person that initially advised against us going with the 40-year plan, and the same person that took our payment then could not find record or remember ( XXXX " XXXX '' XXXX ) is recommending at this point that we begin this new program of 40 years, etc. in XXXX to keep the home from going into foreclosure. So, this is what we felt forced to sign up for ; no issue on our end, just very bad business on their end! But we pay the price! Our credit, our reputation, our mental and emotional turmoil, etc. Certainly, it's our belief, that anyone would have been uneasy to make additional payments at this point ; so XXXX was not paid so that we could begin fresh, with the new plan for XXXX - XX/XX/XXXX. So, we've made the XXXX payment in the amount of {$1100.00} in XXXX and the XXXX payment of the same amount in XXXX ( please see notes from our XXXX XXXX statement above ). Finally, I was told today that we should contact you with this complaint, and it was mentioned that XXXX may have sold off to Shellpoint due to some legal issues regarding how they've treated consumers, such as us. Although we have nothing personal against any person listed in this complaint, we do have it with Shellpoint Mortgage, and we want our credibility restored via our Credit Report, etc. We want this to be made right, and we want the opportunity to refinance with a reputable company. In fact, we really need to get this resolved as soon as possible. According to Shellpoint we are 180+ days late on our payments and this is simply not true, and this is not our doing ... it's just unacceptable. Can you help us? Please contact us at your earliest convenience. ALL OF THE ABOVE WAS IN MY INITIAL COMPLAINT FILED ON XX/XX/XXXX COMPLAINT NUMBER - XXXX-XXXX Since that time we agreed to jump through all of the hoops created by Shellpoint and set up a 2nd Modification Agreement ( TPP ). We reluctantly made the XXXX, XXXX, XXXX payments and received a letter in XX/XX/XXXX, after our XXXX payment stating " Congratulations! You are CURRENT ''. On the same day we received a separate letter from Shellpoint stating the opposite ; that " we have not yet received your notarized documentation to honor the TPP '' and a veiled threat that will be reported to credit and foreclosure could become a factor, AGAIN!!! Once again, the right hand does not know what the left hand is doing and we are stuck in this perpetual spin cycle with no resolution. On XX/XX/XXXX ( 2 days ago ) I was notified by all credit monitoring agencies that we are 120+ days past due on our mortgage and our credit score dropped at least 80 points overnight!! So, I called Shellpoint today and spoke with XXXX XXXX ; she has enlightened me with the following facts : 1. Shellpoint knew that we could not make payments within 60 days of XXXX moving the mortgage to Shellpoint, yet we were not given this information and in XXXX WE WERE PUNISHED ( her exact words ) due to THEIR oversight/mistake. Yet, we still moved to a terrible 40 year mortgage setup and jumpled through the 2nd TPP hoops. 2. XXXX XXXX told me today ( XX/XX/XXXX ) that there is NOTHING indicating that we are late, nor that anything has been or should be reported as such on our credit, yet, it very clearly is as of today. XXXX said that " by all I see here you are current and never been reported late, etc. '' We have spoken with an attorney that said we " definitely have a case '' ; we are getting a retainer together now, and that most of this falls under FDUTPA - The Florida Deceptive Trade Practices Act. Again, we are receiving two different documents on the same day from Shellpoint that contradict one another ( we have much proof to provide ). This has caused a major amount of stress, unneeded upset, mental anguish and needs to be made right ASAP!!! The first complaint filed was simply ignored because Shellpoint is only going by " what they see in the computer '', but my feeling is they must have TWO FILES for us and they are not paying attention to the erroneous one causing all the problems! They owe us an apology, a credit above and beyond the heartache, and they need to put us back to 30 years at 3.875 % with the remaining balance of around {$190000.00}! This is unlawful, unacceptable, incompetent and unethical on multiple levels! Help us!!
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've had nothing but problems since this company took over my XXXX mortgage only a few months ago. Most recently, I received a notice that my payment was not made for this month. I checked my bank account and saw that the normal payment was debited. I called the company and they told me that due to an escrow analysis, the monthly payment had increased for XX/XX/XXXX. They told me that the payment was made, but for the lower amount and the account was sitting in an unapplied funds status. I told them that I never received an increase notice or an escrow analysis. I only received a notice that they recently changed their name from XXXX XXXX to XXXX. I have had my mortgage for a while and never missed a payment and was never late, as I have my payment on auto pay thru my online banking. I asked if the late fee could be refunded as a one time courtesy, due to my relationship and history of on time payments. The rep told me that nothing could be done. I would like to have the late fee waived, as I have adjusted my payments to include the new increased payment and paid the difference to bring my account current. If nothing can be done, I will pursue other options, as far as taking my business elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is my second complaint on this website against Shellpoint mortgage servicing. The first complaint { XXXX } was issued on XX/XX/XXXX. Shellpoint replied on XX/XX/XXXX { case # XXXX } { reference # XXXX } stating they were sorry for their mistake, they were going to have Modification documents sent to me within one week, and they were going to immediately contact all credit reporting agencies to have my false late payments removed from my credit report. Today is XX/XX/XXXX, Shellpoint has done nothing. Shellpoint is still harrassing me for back payments, they haven't sent me loan modification documents, and my credit is still showing that I'm 90 days late on my mortgage. I've informed Shellpoint that I am attempting to purchase a new home, and I need the lateness 's removed. Shellpoint has assigned me a point of contact by the name of XXXX XXXX XXXX. Mr. XXXX rarely responds to emails, phone calls, and always indicates the issue of the modification and false credit reporting are out of his hands. He refers me to his supervisor XXXX XXXX. XXXX replies to phone calls and emails even less than Mr. XXXX. The times XXXX has replied to me, she's made promises to handle escalate the matter to have my modification documents sent to me and fix the credit report, but still nothing is ever done. If this complaint does not get the issue resolved, I will have to resort to legal action. I will sue for damages, harassment, ruining my credit, and the time it's taken to get this cleared up. Attached please find Shellpoint 's response clearly stating this matter would be cleared up within one week, and this was over 3 months ago. Also, I've attached proof of all payments, modification documents, and bank statements showing payments coming out of my checking account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX was until just recently my mortgage loan servicer and I was having servicing issues with them as they were not treating me fairly with my requests for mortgage assistance. Not only were they not providing me with retention options, but now they have sent my loan to another servicer : Shellpoint Mortgage. I can only assume they did this to get rid of a problem loan. My family had some financial challenges when I suffered a reduction in hours at my job. We hung on the best we could to keep up with our mortgage payments, but ultimately fell behind. They provided me a modification to keep us in our home, but it was not affordable. Subsequently, I fell behind on my mortgage again while struggling to keep up with all of my financial obligations. We have rectified our financial situation and I am making more money than ever. Also, my job is now very secure and is providing me with plenty of overtime that will continue for years to come. However, when I tried to convey this to XXXX, they just insisted that there is nothing they can do. I see that the US Government fined XXXX XXXX XXXX for the way they serviced requests for assistance by homeowners, yet they still continue performing the same way as they did before. I believe the US Government also gave XXXX a consent order detailing exactly how they must treat requests for assistance, but I believe they have failed on my loan. XXXX was not being fair regarding my request for assistance. I am hoping Shellpoint Mortgage doesn't treat us the same way, and my family could really use some assistance to save our home. We are now in foreclosure and are afraid that we will lose our home. Please help us fix this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33138
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-19
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: We have a home equity loan with lender XXXX XXXX. The company closed doors and we contacted a lawyer to pursue this company and found out they closed doors and no longer in business. All payments were seized and never heard from XXXX and all correspondence stopped and on line account access locked. Statue of limitations were reached. And now to our surprise the loan was sold multiple times. And we have sent letters to each of these new debt collectors asking for proof of original copies of loan and terms and real time payment made to loan so we can see the real time date and amount and transaction payor id so we can determine the information is in deed accurate, true and just so we can identify if statue of limitations has been meet. No one can provide that info. the loan is know in the hands of Shellpoint who has numerous complaints of Racketeering and unfair debt collection practices for mortgage loans that have unfair subprime terms.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77017
Submitted Via: Web
Date Sent: 2019-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a Default correspondence from my mortgage servicer Shellpoint Mortgage Servicing stating that a default is occurring with my mortgage. I recently received correspondence stating that I was approved for a mortgage modification. Correspondence I received did not state the terms of the modification nor did it state terms of the how many years I had on the mortgage, if it was a fixed interest rate or the interest rate. I was expected to remit the 1st trial payment with out receiving that important information. I need to reassured they will not foreclose on my home and when should I remit the first trial payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2019-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I sent Shellpoint servicing an appeal letter based on the most recent denial letter I had received on XX/XX/XXXX. All my most recent documents had been provided to include paystubs and the 2 most recent bank statements. On XX/XX/XXXX, I spoke with a Representative who confirmed that the docs had been received. I followed up with them again and was advised that they need XXXX ' bank statements for various accounts i had, however some of them would not be available until after XX/XX/XXXX since the month ran from XXXX. iI was able to provide them with the ones which were available that ran until the end of the month and advised them that I would provide one of the statements that would become available after XX/XX/XXXX. On the date of XX/XX/XXXX when i provided my bank statement, i simultaneously received a notice that my loan had been referred to foreclosure. I called into Shellpoint and requested to find out why and they advised that because my bank statements were not provided therefore the file was incomplete and referred to foreclosure. I explained that the bank statement was not available until after the loan was referred and that it was completely out my control. I dont understand how they could have done this. I also have a letter from them requesting this information and telling me that i have until XX/XX/XXXX to provide this information and they still did not allow me this time. Please help. I am not against a foreclosure while trying to save my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90744
Submitted Via: Web
Date Sent: 2019-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since being notified that there was a new owner of my loan in XXXX of 2018 I have asked for more information from Shellpoint as to correct mailing address and phone number for the new owner of the loan who is XXXX XXXX XXXX XXXX, not individually but soley as Trustee for XXXX XXXX XXXX XXXX XXXX. The only information I was given was a mailing address XXXX XXXX XXXX in XXXX XXXX, California.I sent a letter to that address and it was returned as undeliverable.. I an entitled to have correct infiormation on the new owner which is accurate including a phone number and a contact person. My requests have been ignored and I would like this issue to be resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A