Date Received: 2019-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had XXXX for my mortgage for 4 years. Last month, they switched over to XXXX XXXX. My payments were always {$1600.00}. Payments were up to date with XXXX. XXXX XXXX sent me my first statement in XX/XX/XXXX up-charging me {$480.00} additional. My initial call was XX/XX/18 to see where the additional charge was coming from. No-one that I spoke to for several calls could tell me the reason for the up-charge and where that money is coming from. I paid the overcharge to avoid late fees and so they would not hurt my credit. I have called over 8 times in a months time period and still have not received any answers. On XX/XX/18 with my initial call I requested an escrow analysis which I was told would be complete in 2 weeks. As of XX/XX/XXXX, the analysis is still not completed which is 6 weeks later. I have provided XXXX with all proofs of House insurance and Tax information. It has been over a month of phone calls, email, and sending them proof and I still can not get an answer to where this additional payment they want every month is coming from. I am also receiving 2-3 robo calls from their company daily to refinance or to take out more money in a loan.
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 08755
Submitted Via: Web
Date Sent: 2019-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was recently transferred from XXXX XXXX XXXX to XXXX XXXX XXXX ( Originator ) and Shellpoint Mortgage ( Servicing ) on XX/XX/XXXX. According to 2 Shellpoint Customer Service Agents and Shellpoint 's Web Site, Shellpoint is missing records of my XXXX and XX/XX/XXXX payments to XXXX XXXX XXXX. Shellpoint asked me to wait on making my XX/XX/XXXX payment until we resolve this matter, but meanwhile my account continues to show that I am behind on 3 payments totaling XXXX. I called Shellpoint to try to resolve the matter on XX/XX/XXXX. I sent proof to Shellpoint via email on XX/XX/XXXX of both my XX/XX/XXXX and XX/XX/XXXX payments in the form of screenshots of my XXXX XXXX XXXX Payment History Page and my bank statements all showing a payment to XXXX of {$3600.00} on XX/XX/XXXX and a payment to XXXX of of {$3600.00} on XX/XX/XXXX. I called Shellpoint to again to try to resolve the matter on XX/XX/XXXX. Shellpoint indicated to me that they received my email, but did not receive my email attachments. I have a screenshot of the email I sent to Shellpoint with email attachments. The matter is still not resolved and Shellpoint continues to blame me and ask me to work with XXXX to resolve the matter. I find it very interesting that Shellpoint 's website shows that they have every single details about how much money I owe them, but is missing all details of how much I have paid them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98117
Submitted Via: Web
Date Sent: 2019-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX makes fraudulent claims to keep the interest of mortgagees. They make commitments they can't commit to and promises they can't keep. For the past three weeks I have been working with XXXX XXXX for REFI and Cash-Out only to be told they made assumptions, and obviously were not working with facts or someone qualified. Their lack of follow through has potentially cost me thousands. This practice of deception should not be allowed.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX, formerly XXXX XXXX XXXX, has my loan. I asked, back in XXXX ( well, to be honest, I had previously asked the former owner/servicer of the loan, Guaranteed Rate, before XXXX, but XXXX XXXX XXXX got my loan after that, so I had to start all over ) to do a loan assumption. They sent me the list of things they needed, and I immediately sent the documents to them, along with a {$400.00} loan assumption fee. They got the paperwork and fee back from me in XXXX. Now, 3 months later, they still have not completed the loan assumption. In fact, they will not even tell me that they are starting the loan assumption. See, the problem is that I can not get them to talk to me at all. I have been given a " single point of contact '', but she almost never answers her phone, she never returns me calls ( I leave her lots of voicemails ), she never replies to my emails. Even her manager is now in on the act. He won't reply to me anymore, nor is he apparently having her reply to me. They are obviously purposefully stalling me and stonewalling me. They can not possibly be this inept. It has to be on purpose.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX ( formerly XXXX XXXX XXXXl ) submitted an escrow analysis for XX/XX/XXXX that duplicated insurance amounts for the house. I spoke with their insurance department on XX/XX/XXXX who admitted their error. Since then they appear to be unable, unwilling to do a corrected escrow amount. Here is a record in a copy of correspondence to them. I also spoke with them yesterday ( XX/XX/XXXX ) but got no response or resolution : Happy XXXX XXXX, I am writing out of frustration due to an unresolved issue. When my account was transferred from Guaranteed Rate to you this past year, your company double booked the escrow required for insurance. This resulted in a over statement of the XX/XX/XXXX shortage AND payments for XX/XX/XXXX, resulting in a 13 % increase in my monthly payment. I have been trying to get this resolved for nearly two months. In the interim, I have paid the new payment amount in good faith. Here is a record of the attempts I have made with XXXX XXXX since receiving my escrow analysis in early XXXX : XX/XX/XXXX - confirmed the appropriate insurance amounts and payment with my carrier, XXXX. XX/XX/XXXX - called your insurance division and spoke with XXXX, who confirm that there was an entry error on the part of XXXX XXXX which she would correct and forward for a new escrow analysis. XX/XX/XXXX - follow up call to CS rep Ms. XXXX at XXXX XXXX. I was told " these things take time '' and I should check back in a week or two. XX/XX/XXXX - follow up call to C rep XXXX who advised nothing had been done although she saw a note about it in the file. It is XX/XX/XXXX and the lack of response or action on this is beyond my understanding. Is there someone there who can help? XXXX XXXX XXXX XXXX My call to them on XX/XX/XXXX was also unsuccessful.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called twice, emailed 3 times and chatted on their website once. Letting them know they did not pay my XX/XX/2018 property taxes and now there is a late fee, the money is in their escrow account and they still have not paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made my XXXX mortgage payment of XXXX to XXXX XXXX XXXX. I checked my bank account on the morning of XX/XX/XXXX to ensure the payment was withdrawn successfully. At this time I discovered XXXX XXXX had withdrawn two payments of XXXX each. When contacting the company the rep stated that I had made this payment, which I advised I did not. She stated she would put a request to have one payment refunded but it would take 24-48 hours. I at this point asked to speak to a manager because I needed this t/a time to be sooner than 24-48 hours especially since a weekend was in between. I had no funds available in my account to cover two payments and this withdrew my bank account - {$610.00}. She stated there was not a manager available but she could schedule one to call me back. Up until apx XXXX on XXXX I had yet to receive a call back from a manager so I called customer service again. The rep stated that there were no notes placed stating a request was made to have a manager call me. She stated that there was a request made for a refund of a payment. This rep stated the turnaround time would now be 1-3 business days. I asked to be transferred to a manager again and she placed me on hold to get a manager. A few minutes later she came back to the phone and stated that she had down research on my account, instead of connecting me with a manager, and stated i set up the loan to draft a payment on my account on XX/XX/XXXX. Again i advised i did not make this request or else i wouldnt have made a payment on XX/XX/XXXX. She asked if I had submitted proof of payment being withdrawn and I stated that I was not advised to do so. I again asked to speak to a manager, she placed me on what she said would be a 2-3 min hold for about 5 mins at which point I had to disconnect because I was at work and had wasted too much time on the phone. I called back at XXXX that day and immediately asked to speak to a manager. This rep was very resistant on allowing me to speak to a manager again. After this rep doing more research she then got a manager on the line. The manager, XXXX at extension XXXX, answered the phone in a snarky way asking What can I do for you?. I asked if my situation had been explained to her. She responded very sarcastically basically stating that yes it was but she needed to know what I needed. After having to explain my situation for now the 4th time she stated there was nothing I could do and nobody else I could speak to. I asked for an address for office of the president or the issues resolution dept and she immediately stated that she was the issues resolutions dept. I rephrased my question this time asking for an address I could send correspondence and she provided me with an email. I asked her for a physical address and she started providing it like I knew this location not allowing me to write this down, I had to ask her multiple times to repeat herself because she would not slow down, on the 3rd time, I could hear her slam her hand down on her desk. I told her i heard it and to not do that to. I asked for someone to call me back that i could have direct contact with on Monday morning regarding this issue. On XXXX at XXXX I called customer service back because I again had yet to receive a call back. The automated message stated there was a high call volume but I could request a call back. It is now XXXX CST and I have yet to receive a call back. My account is still in the negative {$610.00}, including 4 {$24.00} NSF and I have already received a notice that one of my providers has suspended my service due to not being able to draft my regular payment. I have a toddler that relies on my income to survive and I have had to borrow money in order to provide for her over this past weekend. The customer service of this company is horrible and Id like some action on this matter ASAP. I would also like the payment issue investigated as to how this occurred in the first place along with a written explanation from XXXX XXXX XXXX so that I can keep on file in case an issue with my bank or other bills come up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage transferred to a new service provider around XX/XX/XXXX, prior to transferring in XX/XX/XXXX the Insurance changed and because of it the new provider was paid and the overage from the last insurance in the amount of {$2500.00} was mailed to me. I spoke with two reprentatives who adviced for me to keep that check until the escrow account was reanalyzed so that I would know the full amount to send in as I may need to send more than what was on the check. They both sent the account to be reanalyzed and after calling a third time I was told nothing changed with the insurance so they didn't reanalyze the account. I asked them about the shortage and why the entire escrow as a whole was not reanalyzed and the representative said a request was only made to review the insurance. They have asked for a new request which can take another 3 weeks meanwhile i'm overpaying to the escrow each month because no one on the phone can tell me what my escrow shortage is. How can a mortgage company not be able to analyze an escrow account and why do they make you wait 3 weeks and then on top of that ask the customer to call back and see if the account has already been reviewed. Everything about their escrow process seems very wrong. I asked for a supervisor was placed on hold for 20 minutes and then was told I would speak to a supervisor but instead was transferred to a voicemail of XXXX XXXX, who I'm sure will never call me back. I need my entire escrow account reanalyzed and I need to know what my escrow shortage is so that I can send that it in and the account can be reanalyzed and payment lowered as I am currently overpaying based on them not giving me those new figures. I've been dealing with this for 3 months now and think I have been more than patient.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76131
Submitted Via: Web
Date Sent: 2019-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XX/XX/2018, or mortgage was transferred from XXXX XXXX XXXX, to Shellpoint Mortgage Services. XXXX S.C.XXXX First of all, we where never informed of such a selling and subsequent transfer, of our mortgage to Shellpoint Mortgage Services . This took place sometime in XX/XX/2018. Second, ever since our mortgage was transferred, we have noticed many distressing problems, from ; receiving our payments on time. Also our Homeowners Insurance company XXXX XXXX XXXX, made contact with me via email and phone call, informing us Shellpoint had failed to make the homeowners insurance payments. These had to be made in XX/XX/2018. We had no other choice but to provide XXXX XXXX XXXX with our XXXX XXXX Credit Card, and make payment, since it was already way past the allotted time, of payment for our homeowners insurance. Please notice we have these payment in escrow. Therefore there is no reason for Shellpoint not make these payments on time..! I already have made contact with XXXX County homeowners Real Estate tax account, to make sure the county, has received their Real Estate Taxes on time. We are awaiting for their clarification at this time ...! Since Shellpoint has not kept up with properly servicing our Mortgage, I have requested many times, ever since XX/XX/2018 for clarification. Every time I would call, there was a very long time being on hold through their Customer Care phone number. When ever I was able to communicate with their staff, it was someone who had no authority to help with the situation and would take my phone number, to have someone call back with a solution. No one would take the time to call us back, at all. Since the problems just keep mounting, we have decided to file a complaint about this ongoing situation. We truly believe the only way to resolve these, and future issues, with Shellpoint, is to have our mortgage returned to the original mortgage service, through XXXX XXXX XXXX in XXXX, IL.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60630
Submitted Via: Web
Date Sent: 2019-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold on XX/XX/XXXX and on XX/XX/XXXX a web payment of {$1300.00} was withdrawn from my checking account that I did not authorize. I have had several conversations with customer service representatives who told me that either the money would be forwarded back to my account, or that it would be forwarded to the new servicing company. Neither has happened and when I follow up with each new customer service representative, there seems to be a new story and 'no record ' of Shellpoint 's receipt of the payment. I have also sent several emails to the generic customer service email address. I get an automatically generated email that says they are looking into it, but there is no follow up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A