Date Received: 2018-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2018 I entered into a mortgage contract with XXXX, they are located in XXXX, PA. On XX/XX/2018, XXXX sold my mortgage to XXXX XXXX XXXX XXXX XXXX . I was not informed of the sale until the end of XX/XX/2018. My XX/XX/XXXX mortgage payment of {$260.00} was already on it's way to XXXX by the time I received notification that Shellpoint was the new mortgage servicing company. XXXX received and kept the {$260.00} instead of giving it to Shellpoint. Shellpoint has called me constantly about the XX/XX/XXXX payment. I have provided Shellpoint with solid proof that I made the payment to XXXX who received and kept the payment. I called XXXX and asked them why they didn't send the payment to Shellpoint and I was told it was being processed and would be sent to the appropriate people soon. At this time Shellpoint is now harassing me for the payment that XXXX stole from them. My name and phone number has be placed in their robotic debt collection system. I have explained to every person at Shellpoint who calls me that I am not delinquent in my payments and that proof has been provided that the XX/XX/XXXX payment of {$260.00} was sent to and kept by XXXX. I should not be harassed for a theft committed by someone else. Shellpoint should call XXXX not me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Consumer Financial Protection Bureau : I would greatly appreciate your help if you can assist us in asking Shellpoint Mortgage Servicing and XXXX XXXX XXXX XXXX. ( XXXX ) to delay the recently announced trustee sale of our property and former home of my deceased wife at XXXX XXXX XXXX, XXXX, CA under Shellpoint mortgage loan No. XXXX. The property is currently valued at {>= $1,000,000} to {>= $1,000,000} and the first loan payoff amount to Shellpoint is around $ 1,200,000+ and $ 100,000+for the secondary loan from XXXX XXXX XXXX . The property if properly sold will have enough equity to pay all involved parties including Shellpoint, XXXX, realtors, XXXX XXXX, legal counsel and others. Please note that we have been asking Shellpoint since XX/XX/XXXX and recently XXXX to delay or postpone the projected trustee sale in order to properly sell the property in order to pay all financial obligations related to the property since the property has enough equity to payoff all financial obligations including all associated costs for the sale of the property and therefore Shellpoint and XXXX XXXX XXXX ( XXXX ) will be paid off. But just recently, on XX/XX/XXXX, XXXX posted the Notice of Trustee Sale on the door with a sale schedule of XX/XX/XXXX. Attached are copies of some of our communications and request to Shellpoint and XXXX to give us proper time to properly sell the property because the newly announced trustee sale date is affecting and hampering prospective buyers. Thank you very much for whatever assistance you can provide to convince Shellpoint to postpone the trustee sale scheduled on XX/XX/XXXX. Please note that my deceased wife had a lengthy disagreement with XXXX XXXX XXXX and XXXX years ago because of the institutions loan modification/foreclosure practices which was reported to your office under XXXX Case # XXXX. I hope that with your assistance, I will not experience a similar difficulty in asking my request to Shellpoint and XXXX to postpone the trustee sale in order to properly sell the property in order to ensure that everyone will be paid accordingly and all obligations will be settled. Thank you very much for your help and attention to my plight as the trustee of a survivor trust. XXXX XXXX Phone : XXXX Email : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, my mortgage was with XXXX XXXX. I had been working with them about my upcoming property tax free status at that time. I am a XXXX XXXX XXXX veteran from the VA and in the state of Maryland, I don't pay property taxes on my home. XX/XX/XXXX, I receive a letter stating that my mortgage was sold to XXXX XXXX XXXX and the turn over of all of my information would take place on XX/XX/XXXX. My property tax free status was complete with the state of Maryland on the XX/XX/XXXX and back dated to the beginning of XX/XX/XXXX. I contacted my new mortgage company on the XX/XX/XXXX and told them the same information that I told XXXX. XXXX 's tax department informed me that they would get in contact with my county to see what the new amount is once the paperwork was complete with Maryland. I told XXXX XXXX the same information that was expected from XXXX. I was told that they were going to open up a case to look into it and it would take approximately 3-4 weeks for my new payment to be updated. About the XX/XX/XXXX, I call XXXX XXXX to see what the status of everything is so I can make the correct payment. I was told then that they didn't see any record that I ever contacted XXXX XXXX. The representative told me that she would submit all information and I should see a status update within 7 business days. I call back again the XX/XX/XXXX to see where everything is. The representative told me that my claim was still processing. She informed me that I won't need to worry about any fees or anything since I was in a 60 day window reprieve from any late charges. Monday XX/XX/XXXX, I check my mail and I see several collection letters from XXXX XXXX stating I'm delinquent of payment. I immediately call XXXX XXXX to see what is going on. I was told by the first caller that she didn't see any case open for me and that my mortgage payment changed from XXXX to XXXX. I told her that my normal payment was XXXX and was only temporarily pushed north to make up for some taxes. I inquired about my escrow balance because I intended to make one mortgage payment with my escrow balance since I am property tax free. She informed me that I have a balance of - {$810.00}. They sent off property tax money without even contacting the state to see what it was supposed to me. The representative told me she could submit another claim, but seeing as how the last 2 didn't work, I demanded to speak with someone higher up. I was supposed to be transferred to her supervisor but instead hung up on. I call back and this time was automatically transferred to the collection agency. I spoke with a gentleman who told me that I have to do their job for them and contact the state again so they can fax or mail over the tax bill for XX/XX/XXXX. He told me that it will take at least 2 weeks after they receive that letter to update my payment and an additional 4-5 weeks after that to receive a refund of my escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Escrow had paid my property taxes on my behalf, though they had collected more than needed ( Due to my tax abatement for XXXX Veterans ) after which I have a balance of {$960.00} I had waited for the disbursement to be mailed to me as communicated on their webpage ( File : XXXX - Escrow Guidance ), no luck waiting. after waiting this period I have reached out to customer service via their webform, and received an automated message that they received my request ( XX/XX/18 ). I still have not received a reply ( As of XX/XX/18 ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84088
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: MY ORIGINAL SUBMISSION FOR MY LOAN MODIFICATION REQUEST WAS ON XX/XX/2018 SINCE THAT DATE MY POINT OF CONTACT XXXX XXXX WILL CONTINUE TO REQUEST THE SAME ITEAMS WE HAVE EXPLAIN TO HER MULTIPLE TIMES IN WRITING MY WIFE XXXX DOES NOT RECEIVE PAY STUBS BECAUSE SHE WORKS FOR A SMALL COMPANY HAVE SUBMITTED VERIFICATION OF EMPLOYMENT LETTERS FROM MY EMPLOYER W2 'S AND SHE WILL NOT ACCEPT IT. SHE WILL CONTINUE TO SAY MY PAY STUBS ( XXXX ) DO NOT HAVE MY EMPLOYER NAME OR MY NAME ON THE PAY STUBS WHEN ITS CLEARLY ON THE TOP RIGHT HAND CORNER OF EACH OF MY PAY STUBS. I WANT MY FILE TO BE MOVED FORWARD I AM AFRAID OF LOOSING MY HOME. PLEASE HELP ME.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is submitted on behalf of the borrower by his advocate. The borrower applied for foreclosure alternatives on XX/XX/2018. He was denied a standard modification on XX/XX/2018. The denial letter failed to give a clear reason for the denial stating, The investor ( owner of your loan ) has declined to this workout. The denial letter offered a Short Sale or Deed-In-Lieu. The denial letter did not advise the borrower of his right to appeal the decision, if merited. On XX/XX/2018 the borrowers advocate requested in writing clarification of the denial, to help the borrower evaluate his entire situation ( i.e. appeal the decision or seek other alternatives ). The request was submitted to the Single Point of Contact and the Escalations and Loss Mitigation departments. Shellpoint acknowledged the correspondence was received on XX/XX/2018. They confirmed a written response would be provided within 15 days ( aka XX/XX/2018 ). A Notice of Trustee Sale was recorded on XX/XX/2018. The borrower and his advocate contacted Shellpoint via telephone communication on XX/XX/2018 ( when the borrower received multiple copies of the Notice of Trustee Sale via U.S. Mail ). Representative XXXX XXXX confirmed there was no response to our request, nor was there a Single Point of Contact assigned to the loan. He explained that the borrower could enter a Repayment Plan, by making a lump sum payment and pay the remaining balance in a 12-month period, but that would not stop the foreclosure sale scheduled for XX/XX/2018. Please note this is the first time the borrower was advised by Shellpoint of his option to enter a Repayment Plan. XXXX then requested to follow up with us regarding the total amount due to bring the loan current, or lump sum amount due to enter a Repayment Plan, since he did not have access to that information. It appears that Shellpoint is in violation of the California Homeowner Bill of Rights and the Mortgage Servicing Rules Under the Real Estate Settlement Procedures Act. The Notice of Trustee Sale may have been recorded prematurely, since no response to the correspondence has been made, thus giving the impression that Shellpoint is dual tracking. The Repayment Plan option appears to be unethical, since Shellpoint is insinuating to accept partial payments of amount due but still proceed with foreclosure. It is also alarming that Shellpoint removed the Single Point of Contact prior to ensuring all loss mitigation efforts were explored with the borrower. All these actions have put the borrower in an unnecessary predicament to limit his options. Attached hereto please find supporting documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93637
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Received Shellpoint Modification Trial Offer, agreement. Spoke with Shellpoint by phone asked them to explain the terms of the modification offer. They refuse to give me the details of the modification agreement such as, if the rate is fixed and how many years I will be paying on my mortgage. They want me to sign the trial offer agreement but I don't know what I'm agreeing to. Ask them to give me a the break down of what I'm paying for in my escrow account there reply was they didn't have that information.They are hard to communicate with and unwilling to assist me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have already submitted complaint XXXX and XXXX XXXX XXXX response seemed to miss the point completely (perhaps they dont want to face the actual point). The complaint is not about their servicing of the loan. I understand that the escrow payments must go up according to how much money is needed for taxes and insurance and that is out of their hands and they only collect the necessary amount. The complaint was always about applying for and closing on the loan with XXXX XXXX XXXX and them GETTING THE FINAL NUMBERS INCORRECT that I signed at closing and was qualified for. They qualified me at a lower payment than what the payment actually was and I was incorrectly informed of the taxes on the home, etc. This has caused my payment to increase by MORE THAN 18% (nearly 19%) in less than XXXX months on a XXXX-year fixed! It is unethical and hurts consumers to qualify consumers on a loan at a lower payment than what the actual payment should have been calculated as. The only explanation for my payment going up so high is that they gave incorrect numbers at closing. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I did not want to name names because I thought that many people at XXXX XXXX may have been involved but, since XXXX XXXX missed the point in the first complaint, let me say at the outset that my mortgage loan officer was XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX and the loan processor was XXXX XXXX or XXXX XXXX (I believe her name may have changed but I'm not sure which is correct). However, there were others involved as well. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Here are the simple facts: Since I closed on the loan, the assessed value of the home for tax purposes increased from $XXXX to $XXXX and the tax rate in XXXX XXXX increased from 1.13% to 1.15%. This equates to $XXXX more per year in taxes or $XXXX per month more. My homeowners insurance has increased from $XXXX to $XXXX, or $XXXX more per year or $XXXX per month more. In total, the combined increase in taxes and homeowners insurance (which are the only two things paid for from escrow) is $XXXX per XXXX more or $XXXX more per XXXX, or a 2.17% increase. HOWEVER, the actual increase in my payment is a whopping $XXXX per XXXX or $XXXX per month, an 18.87% increase. I understand there may be small shortages that cause the payment to go up a little higher than the increase in taxes and insurance, but only a huge shortage and a huge increase could cause it to go up by 18.87% in XXXX months on a XXXX-year fixed and why was there a huge shortage and a huge increase? Because XXXX XXXX XXXX GOT THE NUMBERS INCORRECT THROUGHOUT THE LOAN PROCESS, INCLUDING AT CLOSING, AND QUALIFIED ME ON A PAYMENT MUCH LESS THAN WHAT MY PAYMENT SHOULD HAVE BEEN CALCULATED AT. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Here is a thought to consider: Has XXXX XXXX XXXX created a junk loan? If they were to sell this loan to another bank, would they disclose that I was qualified on a completely incorrect payment? You see the problem? _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ So, why was the escrow analysis so far off initially which caused me to qualify for a loan I may have never qualified for? My XXXX taxes were estimated at $XXXX, 50% of what they should have been estimated at. The excuse was that the previous owner had some rare tax exemption status that allowed him to pay only 50% of property. While he did have a 50% tax exemption, it is a common tax exemption for senior citizens in the county, not rare. Therefore, it seems to me that, when XXXX XXXX XXXX saw that the previous owner was only paying 50% of their taxes, they took advantage of it because they knew it would help me qualify for the loan. Again, this tax relief status of the previous owner is not particularly rare as they claimed. Also, anyone who looked at the numbers (and numerous people at XXXX XXXX did) and deals with real estate in the area would have noted those numbers were far off. Additionally, more than once during the process, my wife pointed out that the taxes were much lower than she had expected and questioned whether they were correct and the loan officer confirmed that they were correct. We went over the numbers many times. Regardless, I qualified for this loan at a much lower payment than I am paying now. If it was an honest mistake (which seems unlikely), it was still their mistake and I can no longer be held liable for it. Yes, taxes increase and home valuations increase and I can always expect my escrow payments to increase slightly year after year. But when you consider any reasonable expectations of tax increases, a correction of this initial mistake increases my estimated payments over the life of the loan over $XXXX. At the time all of this happened, XXXX XXXX claimed there was nothing they could do, that these things happen, that I would have to be responsible for this, etc. I had no idea how to represent myself, what could be done in this situation, etc. Unfortunately, my real estate agent neglected his fiduciary responsibility to represent me and help me deal with this situation. Therefore, eventually, I just accepted it and took no further action because XXXX XXXX made me believe that I was responsible and there was nothing they would do to make things right. When my payment increased again this month, I couldnt take it anymore, and I spoke with people who knew more and they were so shocked that something like this could happen. I tried reaching out to XXXX XXXX to rectify this matter and give them one last chance to make things right before I filed this complaint, but I was not taken seriously nor put in touch with anyone that had the power to rectify this matter.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SHELLPOINT MORTGAGE ADDED INACCURATE AND FALSE COMMENTS IN THE REMARKS SECTION OF MY CREDIT REPORT. PLEASE REMOVE THE COMMENT " FORECLOSURE INITIATED '' BECAUSE ITS FALSE. FORECLOSURE WAS NOT INITIATED BY SHELLPOINT MORTGAGE. I SOLD MY HOUSE AFTER XXXX DIAG AND NUMEROUS TREATMENTS TO PAY DOCTOR BILLS. MY HOME WAS NOT FORECLOSED OR INITIATED. THANK YOU
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 99354
Submitted Via: Web
Date Sent: 2018-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is in reference to a former CFBP complaint I submitted that is now closed without resolution : XXXX. The company did not resolve my issue and in my response to their response for the previous complaint, there was no option to upload additional documentation to dispute the company 's reason for denying my complaint. The company referenced only a 12 month option provided by XXXX, when I have provided documentation that I was on a 24 month spread out plan. The letter they referenced for the 12 months is a general automated letter that I receive after each escrow evaluation from XXXX. In this case, I have always called in and requested it be spread out by XXXX over 24 months. See attached which shows a general letter mailed to me with the 12 month option, then a follow up letter showing the 24 month granted by XXXX. Prior to the transfer, I had already asked XXXX ( in response to the general 12 month option ) to spread it out again over 24 months. They agreed and submitted the request as usual. Unfortunately, before the process was completed again, XXXX XXXX assumed XXXX XXXX accounts before the 24 months was extended for this new term. XXXX XXXX needs to reference the documentation I have attached to this complaint showing my history with XXXX of payments being spread over 24 months in response to the 12 month initial offer. As a consumer, I have the right to the same processes as XXXX allowed me, not new rules with a percentage that XXXX XXXX has that is obviously different that what I have been allowed with my previous lender. I will continue to fight for my right to have 24 month spread out as I was with XXXX even if I have to take this to court and present proof of this. I am not willing to refinance. I want the same option I had before coming to XXXX XXXX. I am just now getting caught up with my finances after this new home purchase and can not afford this new rule XXXX XXXX has that XXXX didn't have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A