Date Received: 2018-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage loan was sold from XXXX XXXX to XXXX XXXX XXXX, effective XX/XX/2018. In XX/XX/XXXX, I received a letter changing the contract they purchased without my permission. XXXX XXXX XXXX created a " cushion ''. Though the raising of the mortgage payment occurs to mitigate the increase in taxes and escrow, is normal and is reflected in a somewhat nominal increase - XXXX XXXX XXXX XXXX cushion of {$1100.00} has raised my monthly premiums by {$210.00}. I was not asked if I wanted this cushion and I do not agree to it. I am a Veteran and no loans I have ever had, have ever increased to this magnitude. No one has ever forced a cushion upon me. I do not want this cushion. I am retired on a fixed income and I am currently seeking Veterans Compensation for injuries and medical conditions resulting from my military service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Background Information On XX/XX/XXXX my mortgage was transferred from XXXX XXXX XXXX XXXX to Shellpoint Mortgage Servicing. In XX/XX/XXXX the mortgage amount from {$1600.00} was increased without any written explanation to {$1600.00}. I called Shellpoint at XXXX and asked for the reasons on the increase. The reasons I was given were the increased property tax by XXXX County and the hazard insurance. Complaint no. 1. Keeping the increased monthly mortgage amount by Shellpoint without substantiation. Although a supplemental property tax increase has occurred, the increase was incorrectly done by the assessor 's office. The Assessor 's of XXXX County cancelled the increase on XX/XX/XXXX and XX/XX/XXXX. Shellpoint is refusing to correct the monthly payment from {$1600.00} to {$1600.00} as it was transferred from XXXX to Shellpoint. Complaint no. 2 Escrow Impound Account to include Property Tax and Hazard Insurance. Shellpoint, previously XXXX, previously XXXX XXXX XXXX, previously XXXX XXXX, previously XXXX XXXX XXXX established an escrow account to collect for property tax and hazard insurance. It is pathetic how many times my mortgage was sold to investors, creating utmost processing confusion for this property owner. My hazard insurance is paid through the home owners association monthly fee. There is no need to collect for it. The property tax has always been paid for by this property owner. Shellpoint contracted with XXXX, a local company to process the property tax payments for my property. This is negatively impacting this property owner for the following reasons : a. ) The Property Tax Bill is mailed to XXXX. The property owner is not receiving it. The property owner has no first hand knowledge regarding the appraised value of the property for the year XX/XX/XXXX-XX/XX/XXXX. b. ) The property owner is denied of the XXXX County property tax appeal process. c. ) Should the servicing companies like XXXX and Shellpoint declare bankruptcy, this homeowner will loose his/her escrow deposited dollar amount. Complaint no. 3 Shellpoint tries to collect an extra monthly mortgage payment by claiming that the XX/XX/XXXX payment was missed by the property owner. I spoke with Shellpoint at XXXX. I provided the check number and date the check was cashed by XXXX XXXX XXXX dba Shellpoint Mtg. Srv. on XX/XX/XXXX. Shellpoint is unable to find the payment. Shellpoint will not correct their files if I do not provide a copy of the cancelled check. I believe it is Shellpoint 's responsibility to keep track of the payments. It appears that Shellpoint 's XX/XX/XXXX mail demand letter with penalties and threats to collect extra money is without merit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/18 I submitted a payment from my account for my mortgage to XXXX XXXX XXXX. Today looking at my bank statement XXXX XXXX double charged my account, causing an overdraft, although I submitted payment once. I contacted XXXX XXXX, and they denied this occurred.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 18015
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage ( residential home ) was transferred to XXXX XXXX XXXX/Shellpoint from XXXX XXXX on XX/XX/XXXX. Since that time, I have received 7 monthly statements ... .all with the incorrect payment information ... all different. ( XXXX {$1600.00}, XXXX {$1700.00}, XXXX.- {$1800.00}, XXXX {$1700.00}, XXXX {$1700.00}, XXXX {$3400.00} ). I have been assessed late fees several times, although my account has not been late. I have managed to get all of the fees removed ( after many calls and frustration ). However, this past month, my check was not posted until XX/XX/XXXX ... .despite being mailed several weeks before. I believe this company has now found a way to get their late fee, forcing me to mail my money through tracking at the post office. In addition, the company mails their statements to me at the very end or even the beginning of the month, making it impossible to send it by the XXXX. The very first statement was mailed on XX/XX/XXXX - requesting payment for XX/XX/XXXX. I had already mailed the money to XXXX XXXX ( as they had mailed me a statement ) ... AND XXXX XXXX had already been forwarded the money. Yet they sent me a certified letter claiming overdue account and harassed me with phone calls day and night ( through a non-identifiable phone number ). According to XXXX XXXX 's assessment, I was to pay an escrow payment of {$1100.00}. I paid that money to XXXX XXXX and it was not applied to my account - despite my attaching a letter AND a copy of the escrow analysis WITH a separate check. For months, the money went " unapplied '' and I received late fees and requests for higher amounts of money for my monthly mortgage. I spoke with them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX XX/XX/XXXX ( XXXX ) XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX and XXXX XXXX ) ... .these were just a few of the calls. Several times I was told the fees " should have been removed, I'm not sure where it came from to be honest with you because your payment did come in on time ). The best I can figure is that some of the confusion was due to XXXX XXXX not applying ( or incorrectly applying ) the additional escrow money. However, the amount of issues and requests for more money, additional fees, and even this " late '' fee of recent, has me believing that this company is engaging in fraudulent activities. I am concerned about retaliation by this company ... .since my recent complaint on XX/XX/XXXX caused the most recent " late fee '' to be removed ... ..and sparked the new one by posting my check on the XXXX of the month. If the company will go to those lengths to extract additional money from consumers, what else can they do? I am in the process of seeking a reputable mortgage company for transfer. Do I have any recourse? In light of these issues and the fact that this was a transfer loan, are there any protections available that would allow me to move my mortgage without substantial fees? I have read reviews from other customers with similar complaints. Is this company under review?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had a mortgage, serviced by Shellpoint, which has been in default for over 5 years. My ex-husband was awarded the home. I was removed from the deed years ago and he ultimately refused to sell the house, allowed it to go it foreclosure and now filed bankruptcy to negate any financial responsibility. I've practically begged Shellpoint to foreclose on the home to put a period on the final item within my divorce that has been open for eight years. They refuse. I can not obtain credit because the account just remains open in a very negative status accruing thousands and thousands of dollar in interest. I refuse to file bankruptcy. I've scraped to put my daughter through college. I can not obtain any type a loan because of this item and when it is foreclosed, face an additional seven years of negative reporting plus a potential lawsuit from Shellpoint because of any deficiency balance. I've complained many times, I am the only one receiving bills, calls, notices on a home that I have zero power in its final fate. It is deceptive on the part of Shellpoint to allow this loan to continue to accrue interest, to not execute a timely foreclosure and not provide a chance to work through and settle any deficiency balance. My ex-husband has lived in that home, mortgage free for almost 5 years. I don't understand how to end this nightmare and need help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15146
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was going through a modification with my previous servicer XXXX XXXX. I applied for the modification a year ago. The communication was horrible. I was lied to several times and told the modification would be completed the next month. I would call the next month and was told it was still processing and to call again the next month. Recently I found out that my loan was transferred to Shell point mortgage and XXXX reported late payments to the credit bureau. I was told during the modification process, no late payments would be reported. I was entered into the modification due to the hurricane in XX/XX/XXXX and falling behind on my bills because I had to evacuate. My payments were deferred XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I resumed making payments. The communication about the deferremenr was terrible and never explained to me properly. I was eventually sent paperwork to modify my mortgage payment in XX/XX/XXXX and completed it. All of XX/XX/XXXX I was given the run around. Never a straight answer on when it would be completed and at what stage in the process it was in. Now my loan was transferred to Shellpoint mortgage and I'm being told that they aren't accepting my payment due to the stage it's in and returned my payment. I was told nothing would change when transferred over but that seems to be more false information given by XXXX. I'm fearing that shellpoint will report late payments or that this will cause an even further delay with the modification That has been in process at this point almost a year
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33570
Submitted Via: Web
Date Sent: 2018-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX transferred my loan to Shellpoint Mortgage Servicing on XX/XX/XXXX. Shellpoint added a fee {$1100.00}. They will not discuss my loan with me as I was in bankruptcy. They are refusing to send me any document or monthly mortgage statements for the time they serviced my loan. I sent them a certified letter on XX/XX/XXXX. No response. Shellpoint needs to remove the fees. On XX/XX/XXXX Shellpoint transferred my loan back to XXXX XXXX XXXX with these fees which I did not know exist because Shellpoint refused to send me any documents. XXXX XXXX XXXX said the loan came in with fees and that I needed to speak to Shellpoint. Also, I did not get " Pay for Performance '' from Shellpoint per my loan modification on XX/XX/XXXX documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Three issues : 1 ) Notary Public lied to me about being able to adjust the payment due date at time of loan signing. This has caused me to have to use some of the loan proceeds to make extra payments to " get ahead '' of the due date so I can make my payments in a timely manner. This has deprived me of the use of a portion of the loan proceeds. 2 ) XXXX XXXX failed to provide Shellpoint Mortgage Servicing with my payment information when they sold my loan. 3 ) Shellpoint Mortgage Servicing is - at best - profoundly unprofessional, but in reality, they are rude, have both slandered and libeled me, and made false accusations against me. They have harassed me with six phone calls in a three day period that they are attempting to call " courtesy calls. '' I do not want my loan serviced by this company. I do not want my hard-earned money providing profits to a company that is verbally abusive, makes false accusations, and harasses me. Issue # 1 : I originated a Second Mortgage with XXXX XXXX - signed documents the end of XX/XX/2018. Was informed by notary at closing that payment due date was the XXXX of each month. Told notary that date was not acceptable as my mortgage payment and student loan payment, plus other bills, are due at that time. Notary hesitated, then told me to go ahead and sign the document and I could ask XXXX XXXX to adjust the due date at a later time. This sounded reasonable to me, as this is a second mortgage - which inherently means I have a first mortgage - which are almost ALWAYS due on the first of the month, and it is customary for a second mortgage to be due the middle of the month - at least that is what I experienced previously. On XX/XX/18 I received an email from XXXX XXXX asking for feedback on my experience with them. At that time I asked for the due date to be adjusted and was told they could not change the due date ; however, my payments would not technically be late unless they were received after the XXXX. I informed them I was unwilling to " gamble '' with getting my payments in on time and this was unacceptable. I was told another person from finance ( who was cc 'd on the email ) would be able to provide more information about payments, but that person never contacted me. Issue # 2 :XX/XX/18 - mailed a {$750.00} payment to XXXX XXXX for myXX/XX/18payment. ( My bank shows this check paid on XX/XX/18 ) XX/XX/18 - mailed a {$350.00} payment ( regular payment amount ) to XXXX XXXX. This payment was forXX/XX/18. ( My bank shows this check was paid on XX/XX/18 ) In order to " get ahead '' of this loan payment so I can pay it during the middle of the month when I have funds available and not run the risk of it being received late, I had to use some of the loan proceeds. This is money I am paying interest on and have been deprived of the use of because XXXX XXXX would not adjust the payment due date. XX/XX/18 - " Welcome '' email received from Shellpoint Servicing advising my loan servicing has or will transfer from XXXX XXXX to Shellpoint. Called the Customer Service number on the email and asked to have my payment due date adjusted ( more of Issue # 1 ). Shellpoint representative told me they could not change the due date because they can't change anything from the signed loan documents. Which means the Notary Public lied to me about signing paperwork when it had information on it that I was not okay with. Letter postmarked XX/XX/18 from Shellpoint ( dated XX/XX/18 ) advising my loan was sold, gave new owner 's name and address, and advised that Shellpoint would be servicing the loan. Issue # 3 : Letter postmarked XX/XX/18 from Shellpoint with an XX/XX/18date that effective XX/XX/18 the servicing of my loan had transferred to Shellpoint and included a payment coupon for an XX/XX/2018 payment. XX/XX/18 - opened the letter, saw the error, also noted the Principal Balance was for the original loan amount ( my two previous payments did not appear to be reflected in the balance ). I called Shellpoint, spoke to a male who looked up my account and transferred me to another person - a female. I had to go through all the identifying information a second time, then told this person that they had sent me a payment notice in XX/XX/XXXX for an XX/XX/XXXXpayment - which isn't possible, and also informed her the balance was incorrect. She immediately accused me of not making two payments. She did not ask any questions, just said, " You haven't made two payments! '' I informed her she was wrong - that I have made my payments to XXXX XXXX as required. She then told me I had better call XXXX XXXX and get this straightened out. I told her that since I did not have anything to do with the business transaction between XXXX XXXX and Shellpoint, and I do not have access to XXXX XXXX XXXX information, that Shellpoint needed to do what they are being paid for and contact XXXX XXXX to straighten out the problem. She replied, " Yeah, well you might think that, but if you want to straighten this out, you'd better call XXXX XXXX! '' Hung up with Shellpoint, called XXXX XXXX, got a recording. Left an extremely upset message with XXXX XXXX. XX/XX/18 - Received a phone call from XXXX XXXX at XXXX XXXX ( I was at work. ) Provided the details of the problems I was experiencing with Shellpoint. The man looked up my information, verified I had made the two payments and that XXXX XXXX had received payment for both of them. I also discussed the situation with the Notary Public lying to me during document signing. He told me I shouldn't be mad at the Notary ( " Sometimes the Notary doesn't know about real estate loans. '' REALLY? Why would you send someone out who doesn't know the rules and regulations about the loan they are notarizing? Because I'm not a loan agent, or a real estate agent, and I'm not an expert on the nuances of real estate loans, so as a consumer, I depend on people in the industry giving me correct information to make informed decisions. As a consumer, I'm looking at loan amount, interest rate, and payment! ). He also told me I shouldn't be upset at Shellpoint, because all they had was the information XXXX XXXX had given them, and XXXX XXXX had not forwarded the payment information to Shellpoint. He said he would contact Shellpoint because they obviously needed some " coaching '' on how to treat a new customer. He stated he would have a conference call with Shellpoint at XXXX XXXX XXXX. XX/XX/18 - Received letter from Shellpoint titled : United States Department of Housing and Urban Development Office of Housing Servicemembers Civil Relief Act Notice Disclosure. I am not, nor have I ever been, a member of the US Military. I have no idea what this notice is about.XX/XX/18 at XXXX XXXX. - my cell phone rings and displays a number I do not recognize. Due to being a XXXX XXXX of a local XXXX XXXX, I thought it could be a member of the organization calling and answered my phone. I heard indecipherable noise, then the call disconnected. I figured it was a scammer or wrong number. Over the weekend, I saw a missed call from this same number. XX/XX/18 at XXXX XXXX. - my cell phone rings again with this same number. I answer and hear a recording saying " this is Shellpoint Mortgage Servicing, '' so I get up from my desk to find a private place at work to have a conversation with Shellpoint. A woman 's voice says, " Hello, '' and I say, " Hello, '' and the call disconnects. I called the number back, got hold of a representative who asked for all my information, looked at my account and said, " You're behind two payments. Would you like to pay those at this time? '' I assured her I did not as I am only obligated to make a payment once and I have already done so. I told her I had already spoken to her company the previous week, as well as to XXXX XXXX, and XXXX XXXX was supposed to have had a conference call with her company to straighten out the mistakes on my account - which are mistakes NOT made by me. She continually cut me off and would not let me speak. I asked her at least three times ( I think five times is more accurate ), " May I finish what I was saying? '' She was extremely rude. She did say she would " look into this, '' and I thanked her for that. She also told me I need to provide them proof that I have made my payments and told me to send them a copy of my bank statement. I again re-iterated this is NOT my responsibility. I also told her they need to stop making harassing phone calls to me. She said, " They're not harassment, they're courtesy calls. '' Six??? In a three-day period including the weekend??? AFTER I have already notified her company they are wrong about the payments and AFTER XXXX XXXX claims to have called her company to report the payments - a week ago?! This is the very definition of harassment. XX/XX/18 at XXXX XXXX. - I sent an email back to XXXX XXXX with an update to the ongoing problem with their company not notifying Shellpoint of my payments. I said one of two things has happened : 1 ) XXXX XXXX has failed to update Shellpoint with the correct loan amount and payment information, or 2 ) Shellpoint has failed to update my account. Either way, I am being harassed and am having false accusations made against me by Shellpoint. I received a response that someone at XXXX XXXX was " reaching out to Shellpoint now. '' I do not want my loan serviced by Shellpoint. I refuse to have my hard-earned money supporting an organization as horrid as this one. I have a payment ready to send, but I do not want to deal with Shellpoint. I want monetary compensation from all three parties involved in this travesty of a " business transaction. '' I want {$2500.00} compensation from XXXX XXXX, {$2500.00} compensation from Shellpoint, and {$1000.00} compensation from the Notary Public. And I want my loan transferred to someone else, other than Shellpoint, to service. If your organization can not help with this, please provide contact information for someone who can. Saying I am absolutely livid about what I have been dragged through for the past month and a half is an understatement, to say the least.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93703
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my home XX/XX/XXXX. I have never missed or been late on a payment. My property tax and insurance was not calculated properly resulting in a shortage in escrow. My payments increased which I can not afford at the moment. I have been trying to get caught up on expenses since the purchase. I am making progress however I need more time. I was making payments to XXXX since XX/XX/XXXX. When they notified me of the increase, they have me the option of spreading the escrow over 24 months ( see attached ). I have been doing that since to get caught up. They sold their accounts to another company, XXXX XXXX XXXX. I started making payments to XXXX XXXX XXXX XX/XX/XXXX. I informed them immediately that I was paying escrow spread out by 24 months and that it needed to remain that way as I had it set up with XXXX. They told me it would not be a problem and that I would see it on my next statement. I never received a response and when I called them 3 days ago to follow up, they told me I was denied it to be spread out over 24 months because it fell within a certain % threshold. I have never heard of anything like that. XXXX always asked me how much I could spread it. XXXX even offered to spread it out further than 24 months if I needed it. Please help as I can not afford this increase in payments. I take protecting my credit seriously as I do not want to fall behind in payments. This can not be fair and I should not be forced to stay with this company under their new rules if they are not making the same accommodations as XXXX. I did not make a decision to do business with them, my account was transferred and should have remained with the current escrow spread-out setup. I was paying {$1300.00} with XXXX. With XXXX XXXX, I am paying {$1400.00} because they will not allow it to be spread out more than 12 months which I believe violates my consumer rights. Lastly, they are saying I owe a late fee on my account, however I do not owe them any late fees. Even though they said not to worry about it, it still appears on my statement every month. The payment system does not say I have a late fee when making the payment, however online, it does. This needs to be removed because when I print my statements for personal needs, it will show I have a late fee. Overall, this company is very unorganized and does not resolve customer issues the way they should. The process for this transfer was not seamless and has caused many problems at the cost of the consumer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX to XXXX XXXX XXXX, XXXX effective XX/XX/XXXX. I received a letter to that effect. ( Attached ) XXXX XXXX sent me an email on XX/XX/XXXX advising me that the transfer had taken place. ( Attached ) In the meantime, I have a property damage claim to my home which was paid by my insurance company by check made to me and to " XXXX, its successors or assigns ''. Today ( XX/XX/18 ), I contacted XXXX XXXX for instructions to process this check so that I could have the damage to my home repaired, engage the contractor who has already provided the estimate and so forth. The XXXX XXXX customer service person informed me that the account information has not been transferred and that they are unable to assist me and were not sure when the " transfer '' would take place -- maybe Tuesday or Wednesday of next week, but she was not sure. ( An corollary problem was that the customer service line for the " insurance dept '' would drop each and every time I punched the number for connecting to it -- which means the phone system is being serviced by incompetents. ) I asked for a supervisor to assist me, but after being placed on hold, I was told that they had all gone home and there was no one that could be contacted to assist me. I need to get the check endorsed and repairs on my home started and should not have to wait because XXXX ( or its principal ) and XXXX XXXX can not accomplish a transfer of accounts and data when they say it is taking place. I believe they have a legal duty to service my account in a prompt manner and to accomplish the transfer when they say it will take place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2018-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A