Date Received: 2019-01-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I closed on my home in XX/XX/XXXX with XXXX XXXX XXXX. Everything was going fine payment wise until my family and I were affected by hurricane Matthew XX/XX/XXXX. I had damage to my home and my children and I had to evacuate. I had damages to my home, I lost power and my food. As a new homeowner, I was dropped from my homeowner 's insurance company, because I had filed a claim. XXXX allowed me to make arrangements to pay my mortgage. Then in XX/XX/XXXX I had a loss of income and was not able to pay my mortgage. Also in XX/XX/XXXX, we had another hurricane and had to evacuate again and I loss wages. XXXX had me complete some paperwork to begin trying to make a way to save me from going into foreclosure. I filled out the loan modification papers and I believe everything was put on hold while I was going through the modification process. All the while going through this process, someone kept coming to my home creeping my family and I out, by putting a tag on my door with a handwritten note indicating for me to call XXXX. I kept asking why is this happening when they know I am complying with what I am being told. XXXX stated that they are aware that someone is coming out, but its protocol to see if someone is still living in the property, but they do not know the name of the company that is coming to my home. In XX/XX/XXXX, I was approved for trial modification to pay {$850.00} for three months. After the three months, I was told that my modification will be reviewed to determine if I would be approved. Every time I would call into XXXX ( after my three months ), they would tell me that Im still in the trial modification and that even though its after the 90 days they are still working to get my modification approved. This extended all the way until XX/XX/XXXX. I was given a letter stating that my loan modification was approved to continue to pay {$850.00} and my new terms and agreement would be sent out to me and that someone would come out to my home to certify my documents. I received the documents via post-mail. The VERY next day these same documents were taped to my door ( creeping me out again ). I called XXXX about it and really did not know why this would happen or who did it. Nevertheless, I contact XXXX they come out to my home in XX/XX/XXXX to notarize my paperwork and to send it back off to XXXX for finalization. I called XXXX after XXXX XXXX XX/XX/XXXX to find out if they received my signed documents. They said that they did not. I called for about 2 weeks and finally they were located. Even with them now finding my document, I was still considered in a trial. Every time I called XXXX about getting things finalized, Ive heard different stories about my loan being transferred to another company, then I was told that it was not being transferred. When I inquired about my modification approval been signed by XXXX, they stated that they sent it out somewhere for recording and are waiting to get it back. Later I learned that the recording was here in my own county. I called down to the clerks office to inquire about the recording and I was told the only recording they had was when I first purchased the home in XX/XX/XXXX. I called back to XXXX to inform them of this information and that I wanted to have my sign contract. I kept getting the runaround about the contract, so I later filed a grievance on the corporate level because I had learned once again that in fact my loan was being sold ; and that I was being transferred effective XX/XX/XXXX. I questioned XXXX and ask them how could they transfer my loan and my business is not finalized yet and I still dont have my contract? After filing my grievance, I received via email my execute loan modification. I inquired about my payments, stating that I had been paying since XX/XX/XXXX was not being recorded with the credit bureaus. XXXX informed me that all of these things would be taking care of prior to me transferring over to the new loan company, but that was not the truth. My loan transferred over to XXXX XXXX on XX/XX/XXXX. I contacted XXXX XXXX to inquire about my loan and they stated that they were not able to discuss with me fully until the loan was fully transferred over and to them give it about a week or two. So I gave it a couple weeks to inquire and I was told by the Representative that it takes about 60 days for my loan to be fully transferred over, but that I would not experience the issues that I had with XXXX. They stated that it should be a smooth transition. This information was not the truth either. No sooner than after my loan transferred over to XXXX XXXX, I started receiving foreclosure letters and threatening letters from a company called Shellpoint. I never heard of them before, so I contacted them online to see who they were and I reluctantly created an account because I thought someone was using my name fraudulently. I scrolled down to the bottom of their website that I saw that they were Doing Business As XXXX XXXX. I realized that this was the same company. I contacted the company and shared with them my concerns and everything that I experienced with XXXX. I asked if they are aware that my loan is being transferred over, why am I receiving foreclosed letters, threatening letters, and stating that I owe all of this money? I was told by my single point of contact at Shellpoint that this is typically their process. I was told that I would not able to pay my mortgage until my loan was fully transferred over to them. They gave me an email address to their Escalations department to send them something in writing because I wanted to request a letter stating that while going through this process, I am not allowed to pay my loan. The Escalations department sent me everything but I what I requested. As time went on I still was receiving letters stating that I owe all this money. I kept calling back because I was fearful of losing my home because everything was not fully transferring over from XXXX. When I talk to a Shellpoint Rep, they stated that my loan had transferred over enough so that I can make a payment. I made a lump sum of {$1700.00} for the month of XX/XX/XXXX and XX/XX/XXXX ( combined ). I told him that I really wanted to get this issue resolved and get on with my life. They told me that they can not do anything until they received contract signed by me and XXXX. They said XXXX only sent them an unsigned copy. I told them that I have a signed copy of the executed contract. I sent it to my single point of contact, she never acknowledge that she received my modification. I left her voicemails, stating if she did not get me, she could leave a detail message informing that she got it. She never verified via phone or email that she received it. I later spoke to another Rep that told me that I am not allowed to email my contract to a contact and that I needed to send it to Loss Mitigation. I learned that the single point of contact will was no longer my contact and I had been transferred to someone else at Shellpoint. I requested to speak to a manager at that point because again here it is again my business is not finalized and yet Im being transferred over again. I spoke with a supervisor who stated to me that it looks like the modification that I have would most likely have to be done all over again and that they would work get me a better modification amount then what I currently have. The supervisor also told me that if I was to submit the contract for them to honor the modification, that it could put me further in debt because only a portion of the money was given to them. She asked that I give her time to work on it. Meanwhile I continue to receive letters, but this time the payment amount came down. I received invoice letters for {$980.00}. I received invoice letters for {$1200.00}. I called to inquire about that and none of the people that I spoke to at Shellpoint could explain to me why am I receiving figures other than approved modification amount of {$850.00}. They said that if I only pay the {$850.00}, there will be a balance and late fee. They see on their system that my escrow amount has not changed, they see my property tax hasnt changed. Quite frankly the property taxes and escrow arrears all were considered and calculated when I was approved for the modification at XXXX making it {$850.00}. I was even told by Shellpoint they see an amount of {$850.00} as my payment. Where are these figures coming from? No one seems to know. Due to all that I have experienced, I am writing/filing this complaint because I am fearful of losing my home. My anxiety level is to the roof. I am having trouble sleeping because of this is constantly on my mind. Im unable to function properly at work and basic daily routine because I dont know if one day when I come home, will there be a home to go to. The point of this complaint is to have my contract honored. I am okay to keep my {$850.00} executed contract without penalty and be free from any other additional debt and/or bankruptcy. This complaint is to have Shellpoint honor my terms and conditions of this contract and to send me over to XXXX XXXX and remove me from Shellpoints Debt Collection/Loss Mitigation Department. I did everything that XXXX requested of me for the past year and a half to get this modification approved. I should not be penalized in this manner and have the uncertainty of not knowing if I have a home for my children and I because the two companies cant get it together for the sake of the consumer. I want my county to be sent the proper documentation to put the recording on file that is necessary. I want my credit bureaus to be made aware that I have been paying my modification amount on time since XX/XX/XXXX. I know what its like to be XXXX when I was a child and as a result, I had to grow up in XXXX XXXX. I purchase this home to give me and my children a sense of stability and consistency and this fear of losing my home is traumatic for me!!! Thank you for taking the time to review my complaint.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 31525
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My home burned on XX/XX/XXXX. I worked with my insurance, checks made to my lender, XXXX XXXX XXXX and to me. I spoke with XXXX XXXX XXXX on XX/XX/XXXX XXXX who said I needed a packet that she would email to me, that I needed to fill out and send in with the checks. Once I received about 2 days later I had to find a place to have the printed up, which I did, filled them out but had questions because I had told XXXX in CUst. Serv. Dept. that I just wanted to pay off the loan, that I didn't want to rebuild at the time, if at all. I called back on XX/XX/XXXX because I had some questions on the forms and spoke with XXXX XXXX, also Cust. Serv. Dept. and he told me that all I needed was a pay off quoted, which they would email to me and I would send back with the checks. I signed the checks and mailed them priority mail on XX/XX/XXXX, the received on XX/XX/XXXX along with the pay off quote from them that I had to call on 2 times to get them to email to me. They said it would take 2-4 days to get me the email. I don't understand why I had to get the quote from them and then send back to them in the first place, but I did it.??? I called on the 3rd day to see why I hadn't received the first email, they said that I should have and said they would send me another that day, I waited another week. Got an email from XXXX in the Loss Draft Dept saying that my quote had expired and I needed to get another quote from a different department and resend. I called on XX/XX/XXXX and spoke with/yelled at XXXX and she set up another quote for me and sent it directly to XXXX and made sure that he had received it. Received a call today, spoke first with XXXX XXXX from the collections dept. because they keep calling me to tell me my payments are late ( yes, because I am truing to pay off the loan ) ..He checked on the status for me and also told me at that time that the pay off quotes are good for 30 days. No one had told me that. So my first pay off quote should have been good until XX/XX/XXXX. They ended up charging me another {$50.00} dollars because I took to long??? to get the quoted back to them??? I then spoke with XXXX in the Loss Draft Dept and he was looking into status, checking with XXXX, put me on hold for 4-5 minutes and then got hung up on. I feel this whole thing is a stalling tactic to get more money out of me. I have a house in escrow that closes on XX/XX/XXXX and I have told them that every time I call in. It took them almost 3 weeks just to get me a pay off quote, then stated they needed a new quote ... and then charged me an extra {$50.00} dollars!!! They have my checks and I need the balance of the funds to pay for my new house. I could lose this house if they don't return my funds in time. Houses are selling here for XXXX over asking. I managed to get this one for only XXXX over asking and will have to come up with an extra XXXX over these funds just to get it. I will not be able to afford another one. I feel that they will keep the funds as long as they can and then charge me more money. In the interim, I will lost the house that's in escrow. Thank you for any assistance you can give me. My loan # for XXXX XXXX XXXX is XXXX. XXXX XXXX XXXX, located in XXXX MI. Cust. Serv. # is XXXX XXXX is my contact person in the Loss Draft Dept. My name is XXXX XXXX XXXX, the house address was XXXX XXXX XXXX, XXXX, Ca. XXXX. It completely burned down on XX/XX/XXXX in the Camp Fire.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Sir/Madam from Consumer Financial Protection Bureau : Please reopen my Case No. XXXX-XXXX. Please refer to the letter below : Dear Sir or Madam : The information in Shellpoint answer to my original request and/or complaint has a lot of misinformation coming from Shellpoint that is why I sent the second complaint to make the information to you since you, The Consumer Financial Protection Bureau, in order to open a new case to be properly reviewed by your Office and by Shellpoint/XXXX XXXX XXXX/XXXX and the right answers to my question including what happens to the excess money if XXXX sells the home for more than the amount required to pay back Shellpoint and XXXX XXXX XXXX because you already closed down my original complaint or case. If CFPB allows Shellpoint to answer incorrectly and incomplete information then where can consumers like us go to for help? I would just like to appeal to people with reasonable and logical way of approach for the best solution that will be most beneficial to all. Please note that XXXX XXXX XXXX and XXXX did my family a great disservice and although the government penalized them for their mistakes or illegal practices, my family until now had suffered and affected by such practices. Please understand our plight and situation as the only request I have made is to give us the time and opportunity to properly sell the home in order that Shellpoint, XXXX XXXX XXXX, and XXXX XXXX XXXX will be paid properly. Again, we would like to know what happens with the extra money if during the trustee sale, the amount paid to XXXX is more than the $ XXXX+ amount required by Shellpoint and XXXX XXXX XXXX because the current value of the home is {>= $1,000,000} to {>= $1,000,000}? Thank you very much for your help and quick reply. XXXX XXXX, Trustee of the XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Reference loan # XXXX with Shellpoint/XXXX XXXX XXXX XXXX. XXXX XXXX XXXX and XXXX XXXX XXXX at XXXX XXXX XXXX in XXXX, VA XXXX. Effective XX/XX/XXXX XXXX XXXX was granted his XXXX XXXX XXXX rating which also relieved him of property taxes on the property noted above. We had to calculate our own new payment as XXXX XXXX refused to adjust our mortgage, did not send us a statement for the months of XX/XX/XXXX. XX/XX/XXXX and XX/XX/XXXX I had to call to get those statements but had paid the mortgage. They are saying we have to continue paying taxes through XX/XX/XXXX. They were notified via fax on XX/XX/XXXX with the letter from the tax assessor 's office of this relief and although they acknowledge having this letter insist that we pay the taxes. This is far above scandalis and we absolutely want this matter resolved as quickly as possible. It appears that they are trying to defraud us. We received a statement for XX/XX/XXXX in the amount of XXXX. The Commissioner of revenue has returned the taxes we've paid to XXXX and Shell point is yet to return that money to us in the amount of XXXX. On XX/XX/XXXX our escrow balance was XXXX. We received a check from the surplus in the amount of XXXX. and change and now our escrow balance is minus XXXX. Please assist us in getting this matter corrected. Their numbers are monkey business not facts. If you wish to contact us we may be reached at XXXX. Thank you for your assistance. Sincerely, XXXX XXXX XXXX XXXX XXXX/XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2019-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a had a mortgage with XXXX XXXX since XX/XX/XXXX. I recently received a notice of servicing transfer, from XXXX XXXX to Shellpoint Mortgage Servicing, effective XX/XX/XXXX. Mid XX/XX/XXXX, I started receiving harassing phone calls, mail and certified mail from Shellpoint Mortgage Servicing, claiming that my mortgage was delinquent and that they were taking action. I called XXXX XXXX and told them that Shellpoint had sent me a letter and had been calling me and they confirmed that my mortgage had not transferred and would not transfer until XX/XX/XXXX. I tried to call the Shellpoint phone number on the transfer notice, but it required the caller to answer marketing questions ( there was no option to talk to a person unless you went through a marketing survey ), so I hung up. Each time Shellpoint called me, they asked for personal information, which I refused to give to them. The representatives were extremely rude, when I explained to them that I had talked to XXXX XXXX and that my mortgage had not transferred and was current with XXXX, they harassed me and tried to get me to provide them personal information. I asked them to stop calling me and they refused, they said that I needed to send the a cease request in writing by mail and that they would keep calling me until I did that. I also asked them to not use my mobile number for robo calls ( they asked me if it was okay and I said no ) but they continued. One rep said that this was how they made their calls. I am concerned ( 1 ) because they continiuosly call me and harass me on my work mobile phone and wont stop, ( 2 ) they may be reporting negative credit on my credit report and ( 3 ) that XX/XX/XXXX I will be forced to do business with such a company. Both companies say the other company is incorrect, XXXX XXXX was supposed to be investigating but I have not heard anything back.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2019-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: please refer to complaint XXXX. due to technical problem I did not submit my comments to XXXX XXXX XXXX responded on my complaint XXXX and I feel that in order to come to a resolution I need show evidence. FROMXXXX RESPONSED : XX/XX/XXXX and the loan was due at that time for your XX/XX/XXXX installment. We have confirmed that no payments were missed or received 30 days late in XXXX. FROM XXXX XXXX MY ORIGINAL ALLEGATION WAS AND CONTINUE TO BE THAT ( # 1 ) XXXX DETAIL PAYMENT HISTORY ) 1. ON XX/XX/XXXX REGULAR PAYMENT WAS POSTED {$1400.00} ON XX/XX/XXXX A INVESTOR REVERSAL ( - {$1400.00} ) back dated to XX/XX/XXXX ON XX/XX/XXXX {$1400.00} WAS POSTED AS A REGULAR PAYMENT satisfying the XX/XX/XXXX payment. this is just an example of how servicer have and continue to do what they please with my funds, XXXX have done lots of damage including is financial abuse. RESPONSE FROM XXXX We have reviewed your concerns about payments you paid in XX/XX/XXXX basically XXXX stands for my loan been late. FROM XXXX XXXX XXXX XXXX XXXX DID NOT DISCLOSE on many occasions requesting clarifications on payment receipts ( prove on all attempts upon request ) including my complaint mention above. PAYMENTS IN QUESTIONS!! Bill payment went out regular mail to XXXX in the amount of {$1400.00} on XXXX XX/XX/XXXX went out regular mail refer to payment history regular payment posted same day XX/XX/XXXX impossible to be the same payment I believe this is the XX/XX/XXXX payment missing ( please find bank statement.in addition a partial payment f {$1200.00} to unapplied funds was posted. Bill payment went out ( regular mail ) on XX/XX/XXXX in the amount of {$1500.00} XX/XX/XXXX another bill payment went out from my personal checking account in the amount of {$1600.00} for payment a not matching payment posted on my loan on XX/XX/XXXX for {$1600.00} please find attached fee history from XXXX stating that on the payment that posted on XX/XX/XXXX was a phone payment. leaving the XX/XX/XXXX {$1600.00} and XX/XX/XXXX {$1500.00} unposted to my loan. I HAVE ALSO ATTACHED A COPY OF MY CREDIT REPORT YOU CAN SEE HOW NEGATIVE DID IMPACTED MY CREDIT FOR THE SERVISER MISTAKES AND LACK OF NOT DISCLOSING INFORMATION TO COME TO A RESULUTION. for clarification XXXX responded that XXXX transfer my loan to XXXX please find attached loan documentation that states that I refinanced on XXXX/XXXX/XXXX with countrywide and later transfer to XXXX them to XXXX and now to Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I work for the XXXXXXXX XXXX XXXX XXXX was XXXX on XX/XX/XXXX, XXXX.I called XXXX XXXX XXXX ( holder of my mortgage ) asked for a deferral for the XX/XX/XXXX payment. I was told that the investor whom they sold the mortgage denied my request because he doesn't allow any mortgage he holds to have deferments, even for hardship reasons. This seems unfair to consumers like me who had a VA loan which was then sold to a mortgage company, who then sold it to an investor. It is no longer a VA loan and I have no protection from this type of predator lending practice. I am seeking your help in this crucial matter for me and my family. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The loan being serviced by Shellpoint was transferred to XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX. In XX/XX/XXXX, I paid off the loan to XXXX ; however, my current credit report shows that the loan to Shellpoint is still open, as opposed to being categorized as " closed ''. I contacted Shellpoint and the customer service representative stated that they no longer service the loan that I needed to contact XXXX. I explained that XXXX shows the loan as being paid off but open with Shellpoint. The rep again stated that XXXX was faulty. and they could not help me. Loan No.XXXX Contact info : SHELLPOINT XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX Phone # : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom It May Concern : Please find a detailed synopsis in regard to the communication ( thirty-one emails and numerous telephone calls ) and continual attempt to apply for a loan modification from XX/XX/XXXX through XX/XX/XXXX with Shellpoint Mortgage Company. After three years of a protracted divorce and five years of unemployment, on XX/XX/XXXX at XXXX XXXX, I contacted XXXX and I spoke with a representative by the name XXXX about applying for a loan modification ( I was in the early application process of filing for bankruptcy but was advised by an attorneys to apply for a loan modification on behalf of another property ( successfully done with XXXX XXXX/XXXX XXXX after three years of trying ) and the aforementioned address, at which time I discovered that my loan had been sold/transferred from XXXX XXXX XXXX and then to Shellpoint ( per industry experts, Shellpoint purchased the fluttering XXXX XXXX XXXX ). Based on the information received from XXXX, on the same day, I called XXXX XXXX XXXX/Shellpoint and the nightmare began. Initially, when I called, I was told that my point-of-contact, XXXX XXXX was out of the office for a few days, but I could leave her a voicemail message, at which time I left a voicemail message. Because it is extremely difficult to contact your representative via telephone, trying to reach Ms. XXXX transpired for quite some time ( in addition because I was still in the pro se bankruptcy proceeding, I had to give them permission to contact me ). Eventually, on XX/XX/XXXX, I spoke with a Shellpoint customer service representative by the name of XXXX and I was told to obtain a Uniform Borrower Assistance form from Shellpoint Mortgages website and to email the form to XXXX. I completed the form and forward the form to Ms. XXXX. On XX/XX/XXXX, I was able to speak with Ms. XXXX and she told me that in order to apply for a loan modification, I needed to submit : 1. A Letter of Hardship 2. 30 Days Bank Statement 3. 30 Days Proof of Income 4. Profit and Loss Statement for my XXXX with XXXX and XXXX XXXX. Non-borrower income for a senior citizen aunt, who lives with me long-term. I submitted all requested documents to Ms. XXXX and only to find out that she did not receive the documents and once they received the documents it would take, 5-7 business days. I resubmitted the forms again, yet I still did not hear from Shellpoint. I contacted Ms. XXXX, shortly thereafter, and the conversion theory shenanigans started to play out : 1. Via telephone : Ms. XXXX, then explained that I needed proof of twenty percent ( 20 % ) of the outstanding balance. I explained that I had never heard of a deposit being required for a loan modification trial period and she explained that this was XXXX XXXX requirement. 2. I asked who XXXX XXXX was ( per industry contacts, XXXX XXXX is a spend-off company of Shellpoint for their delinquent loans/mortgages ) and Ms. XXXX explained that XXXX XXXX was the lender-mortgage holder. 3. Via telephone : I requested something in writing as it relates to the loan modification and deposit and Ms. XXXX said that she would email me the documents. 4. Via telephone : Ms. XXXX never sent the document via email, so I followed up again, and she stated that they were now requesting proof of twenty-five percent ( 25 % ) of the outstanding balance and Shellpoint did not have anything in writing. I explained that she had just told me, during the previous communication, that I needed twenty percent ( 20 % ). Ms. XXXX asked me who told me that and I stated that she did. 5. I informed Ms. XXXX that it was impossible for Shellpoint to lack the proper legal documents when requesting a large sum of monies from a consumer and I needed something in writing concerning the deposit and loan modification. I gave Ms. XXXX my email address of XXXX again and on XX/XX/XXXX is when I received an email from Ms. XXXX which stated that they NEED : a. Proof of funds for 30 % of past due amount b. Who is XXXX XXXX ( non-contribution borrower written explanation ) c. Lease agreement and proof of 2 months rents received/or boarder renter letter i. Eventually it was determined that this form was not required d. P & L need to specify type of business, dates covered with the following format xx/xx/xxx to xx/xx/xxx, signed and dated. i. Nitpicking over the format of the date took precedence with Ms. XXXX and Mr. XXXX e. Last 2 years of tax return f. XXXX for XXXX I called Ms. XXXX to reiterate my extenuated circumstances ( divorce and unemployment ) and per her request, I submitted the necessary forms via email on XX/XX/XXXX. After this submission, my communication with Ms. XXXX went silent. I emailed Ms. XXXX on XX/XX/XXXX to verify the proof of the deposit, without receiving a response. Hence, during another follow-up call to Shellpoint, I spoke with another customer service representative and discovered that some of my submitted documents were not in the system and Mr. XXXX XXXX, a different point-of-contact, was managing my account and I was given his direct telephone number and an incorrect email address. I left Mr. XXXX a few voicemail messages, without receiving a follow-up call. I called customer service again and received the correct email address for Mr. XXXX. I sent Mr. XXXX another email on, XX/XX/XXXX : ( 1 ) explaining that per Ms. XXXX email I had a few questions ( see below ) as it related to the deposit, ( 2 ) after further questioning, industry experts explained to me that they had never heard of such request and to receive such payment was illegal. I sent the following questions to Mr. XXXX via email on XX/XX/XXXX : g. May I come up with the deposit during the trial payment phase h. My understanding of the trial phase is to verify if I can make consecutive payments i. May I have 60 days to generate the 30 % outstanding balance j. And if not, how much time do I have. Mr. XXXX did not reply, so I sent an additional email on XX/XX/XXXX asking the same questions as mentioned above. Finally, he responded, via email, on XX/XX/XXXX and said that the 30 % deposit was an approximation. At this point, I felt like they were starting to be vague and untruthful. I could not get an exact answer as to the amount of the deposit and the date/time-frame of required proof. Similarly, he was requesting the same documents again, ( sent prior to Ms. XXXX twice ), alter the format of the dates on the XXXX XXXX XXXX statement, and dates and income for XXXX. Because each representative were communicating with ambiguity and giving conflicting answers, I researched further and was told by personal mortgage industry contacts that a novice employee could give an answer to the questions ; as well as, Shellpoints process was against industry standards the experts could not explain the rationale behind Shellpoints request for the deposit. On XX/XX/XXXX, I emailed Mr. XXXX to request a definitive answer as to the deposit, explained that a family member was going to give me the funds so, I did not have the luxury of living in the world of approximation, and I submitted the documents requested from his XX/XX/XXXX email. Mr. XXXX did not reply to my email or voicemail messages. I sent an email on XX/XX/XXXX to Mr. XXXX and he stated that he was trying to get an answer to my questions. By means of an email, Mr. XXXX responded on XX/XX/XXXX and stated : 1. The required down payment had increased to 50 % 2. Need proof of funds ( bank statement, 401K, etc. ) 3. The 50 % deposit and trial payments had to be submitted at one time 4. And to resend the documents again because they were never receiving my documents since the documents were not accepted through their personal email account. All documents had to be sent to the loss mitigation general email address. At this point, it was becoming clear that Shellpoint was trying to extort me/the situation and they were being untruthful and giving incompatible answers. I wrote an email explaining their level of unprofessionalism and requested the contact information for the superiors at Shellpoint and XXXX XXXX. On XX/XX/XXXX, I sent another email to Mr. XXXX requesting a response. Then, on XX/XX/XXXX I received an email form XXXX XXXX explaining that, correct, a trial period is used as a means to verify my ability to make the payment and to submit 25 % of the outstanding payment as a good faith payment. I responded to Ms. XXXX on XX/XX/XXXX, stating that I would send the documents and I asked if they could tell me the trial payment amount and duration and Mr. XXXX XXXX ( an interim point-of contact ) said they could not give me that information ( XXXX XXXX. XXXX gave me this information without submitting any documents ). Due to the constant, lack of transparency, I replied to Mr. XXXX with a complaint, outlining my experience, industry experts stated the deposit was against industry standards ( illegal ) and copied XXXX XXXX, XXXX XXXX ( Partners ) and XXXX XXXX ( President of Servicing ). Mr. XXXX responded with an apology and a request for a date and time to speak via telephone. I gave Mr. XXXX a date and time for XX/XX/XXXX at XXXX XXXX. Finally, I got an email from Mr. XXXX stating : 1. He was on leave for the past three weeks and to call him the next day. 2. I explained via email that I had sent the requested documents again to the loss mitigation email and I would call him on XX/XX/XXXX. 3. I called on XX/XX/XXXX and without success, I had to leave a voicemail message 4. XX/XX/XXXX Mr. XXXX sent an email requesting a conference call. I agreed. He called me at XXXX XXXX while I was at work. I tried to reach Mr. XXXX on XX/XX/XXXX, XXXX, XXXX and XXXX and finally I was told on XX/XX/XXXX at XXXX XXXX, Mr. XXXX starts the conversation by saying that my property was sold through a third party on XX/XX/XXXX. 5. I left a voicemail message for Mr. XXXX XXXX ( Mr. XXXX superior ) and I did not received a follow-up call as of yet. 6. Within five minutes after my telephone call with Mr. XXXX on XX/XX/XXXX, I received an email stating my new point-of-contact was, now, XXXX XXXX, for which I could not understand why I was being assigned a new point-of-contact if my property had been sold. Upon further questioning about the sheriff sale, mailing address, and expressing my trauma ; I felt that as a liaison of Shellpoint, all of the representatives failed me as a consumer because, not once, did anyone mention a date for a Sheriff Sale through-out this entire, horrendous process, Mr. XXXX could not give me any additional information as to how my home was sold. I discovered through researching on my own. Additionally, I have been told that Shellpoint intentionally used in my case/uses nefarious, conversion theory tactics. Other borrowers have expressed similar experiences with Shellpoint ( mailed their application forms and documents to vacant houses that are for sale in other states ) Shellpoint/XXXX XXXX XXXX are known for implementing shady business practices hence, industry experts view Shellpoint as the beginning of another XXXX XXXX. Nonetheless, because of the lack of transparency, communication, the length in which Shellpoints representatives went to conceal information my peace was disturbed, I was overwhelmed with XXXX, experienced many sleepless nights from fear of Shellpoint robbing me of my home, and expending a significant degree of opportunity cost... time in which I can never get back. Finally, as a graduate of an XXXX XXXX and XXXX institution, I left my alma-maters with an understanding of it is my responsibility to be the voice for the voiceless. I hope my complaint to the Consumer Financial Protection Bureau can avoid another XXXX housing crises, because Shellpoints unethical behavior, which is similar to XXXX XXXX foreclosures schemes, is definitely putting homeowners, the economy and the country at risk. Thank you for your time and assistance.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2018-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX incorrectly calculated my impound account required contributions then sold my mortgage to ShellPoint. During the transfer, ShellPoint entered the wrong SSN in their records for my account. ShellPoint also sent the notice and customer welcome package to the wrong address. I asked XXXX XXXX where to send payments, they started they sold my mortgage to ShellPoint. But XXXX didn't have my new account number nor the information to send payments. I was able to find a website with Shell Point 's contact information. When I called, the automated attendant required my loan number and social to proceed. After several attempts, I was able to talk to a person, who refused to help, since my SSN didn't match their records. After several more attempts I was able to speak with a supervisior who gave me my loan number, payment, and payment address after I verified my identity via alternative means. They were able to fix my mailing address on my load record, wouldn't fix my SSN. They gave me a fax number to send my identity documents, which turned out to not be a valid number. I called back, they have another number, I have faxed Shell Point several times over a the past four months with no response. In addition, I am still making nearly double the payment I should be, since the impound issue hasn't resolved. My payments should be closer to {$1800.00} per month, but I've been billed approximately {$3500.00} a month by ShellPoint. I feel ShellPoint is trying to steal my home by making nearly impossible to make payments by inflating my payments and making difficult to contact them and resolve their poor record keeping.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90720
Submitted Via: Web
Date Sent: 2018-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A