Date Received: 2018-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company that holds my mortgage has not processed my bankruptcy payments as a credit to my loan nor have they applied all of the " unapplied '' monies to my account. If this were done I would not be behind.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2018-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/18, I received a letter in the mail stating to contact them for assistance through the loss mitigation process. I am current on my mortgage and have never had a late payment. On XX/XX/18, I immediately called the number on the letter. It listed a Single Point of Contact of XXXX XXXX. I spoke with her and she stated that she was no longer servicing my loan. I questioned that because I had just gotten the letter the day before. She basically refused to help me and stated she had to transfer me somewhere else. When she transferred me the phone rang like 25 times and no on answered. I called XXXX back, but she wasn't available, so I transferred to someone else named XXXX, who was knowledgeable and helpful. I explained to her that I did not request loss mitigation and I was current on my mortgage. She reviewed my account and confirmed the same. I asked why I received this letter, she stated that someone made an error. An error!? This is my mortgage and they are sending me letters about loss mitigation when I have never missed a payment or requested that. I have had nothing but problems with this mortgage company since my mortgage was sold by XXXX XXXX to them. They had my personal information all jumbled up in their system, they are calling me at work to get me to refinance, and now they are making errors that I requested loss mitigation, when I didn't request it nor have a ever made a late payment.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32114
Submitted Via: Web
Date Sent: 2018-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, My secondary mortgage was recently transferred to Shellpoint Mortgage. It transferred over on XX/XX/2018 I was supposed to be able to start making payments to you starting XX/XX/2018. It is now XX/XX/2018 and you have even failed to provide me with something as simple as an account number. I dont know what it is the hold up but I need to know ASAP as I am in the middle of a refinance with another bank. You either own my secondary loan or you dont please let me know.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2018-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent four payments in the total of {$8000.00} to Shell Point Mortgage they have returned all payments and have now put me in foreclosure status. When i called them to ask why they were not excepting my payment they stated i was in an inactive status. Now they claim I am eight months behind and are demanding {$19000.00} due in thirty day. Please help me with this situation. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ND
Zip: 587XX
Submitted Via: Web
Date Sent: 2018-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested mortgage assistance from my lender Shellpoint a few times now to have them come back and me you 1st have to come up with $ XXXX to $ XXXX, as a down payment. I do not have or have saved or could have saved during my hardship. I was willing to make my payment for the approval on XX/XX/2018 but they said they cant accept my payment for the trial plan till i pay them a down payment of {$20000.00} I dont have. My family and I have not lived in any means spending money that we could have paid the mortgage with, we cut out a lot of things for us and our kids for sports activities and other things as well as we do not eat out and we shop at the dollar store and you can see my bank statements showing we have so many over- draft fees, we do not have {$20000.00} to put up front.We have exhausted all we can to work with shellpoint and they only come back to ask for 50 % of the past due amount. I just dont have it. However the payments they had approved me for i can start making them but they wont accept nothing till i give them a down payment. I want to keep my home, my family and I love our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying to refinance my personal home ( as a result of a divorce ). All documents were fully submitted on my end and the only thing outstanding was a CEMA request to my current mortgage company ( XXXX XXXX XXXX ) made on XX/XX/XXXX. This CEMA request represents a significant savings in money of nearly {$15000.00} which I need as a recent divorcee with 2 children. After having no word from XXXX XXXX for 2 months, I called the company to learn nothing had been done to fulfill the CEMA request on their end and I was told that the request would then be expedited. That was two weeks ago. Now we are learning that XXXX XXXX claims to not have certain required documents ( the original mortgage note ) ( that they should have received from XXXX XXXX XXXX upon acquisition in XXXX. This note is necessary to complete the CEMA request. This is unacceptable. This has cost me in time and potentially money. I pay my mortgage every month, the least XXXX XXXX can do is manage the documents related to my loan. It's precisely this kind of business practice that was at issue in the mortgage loan crisis.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It May Concern : In recent months we have been in communication with our Representative at Shellpoint Mortgage, XXXX ( XXXX ) XXXX, as well as a XXXX XXXX and XXXX ( do not have surname ), in regards to our mortgage being sold to Shellpoint from XXXX XXXX XXXX ( which by the way, was sold to XXXX by XXXX XXXX in XX/XX/XXXX ). Needless to say, it has been a disaster, and all downhill ever since our mortgage moved to Shellpoint. Mr. XXXX recommended that we reach out to Shellpoint 's " Escalations Department '', but nothing has been resolved and no door to communication has been opened between us to date. They are to send me a letter in the coming days according to Mr. XXXX ( whom I spoke with again today - XX/XX/XXXX ; by the way, he repeated the same reasons, excuses and apologies that you will see listed below, but no help whatsoever ). Here is the situation in a nutshell - On XX/XX/XXXX and XX/XX/XXXX our home was impacted by Hurricane Irma, and we sustained thousands of dollars in damage to our home. Due to this fact, XXXX offered us a grace period to not make payments, while avoiding late fees, penalties and interest, so that we could focus on repairs, check into insurance, etc. We were to resume our regular payment schedule during a " trial '' period XXXX, XXXX and XX/XX/XXXX and then be re-evaluated. We have records of payments on the following dates : XXXX ( XXXX agreed payment ) XXXX XX/XX/XXXX-SHELL WEB PMTS {$1100.00} XXXX ( XXXX agreed payment ) XXXX XX/XX/XXXX-SHELL WEB PMTS {$1100.00} XXXX ( Should've been XXXX Payment ; please see explanations below ) XXXX XX/XX/XXXX-SHELL ACH PMT {$1200.00} XXXX ( First trial/modification payment to XXXX before given to Shellpoint ) XXXX XXXX : XXXX XXXX {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX MORTGAGE PYMT - XX/XX/XXXX {$1200.00} Below is a general timeline of what took place when following through on our XX/XX/XXXX agreement with XXXX XXXX XX/XX/XXXX : XX/XX/XXXX - made first payment to XXXX XX/XX/XXXX - made multiple calls to Shellpoint to arrange 2nd payment, only to be told " we are unable to take a payment at this time since we have not received all necessary paperwork from XXXX. Many are experiencing the same thing. Thank you for your patience. Please call back and try again in coming days. '' Again, we attempted multiple times in XXXX ( they should have record of all these calls ) XX/XX/XXXX - Same reply as XXXX, however, told by XXXX XXXX that if we want to make a payment he would take it, but still no paperwork and sorry for delay. We felt uncomfortable making the XXXX or XXXX payments due to the lack of organization between XXXX and Shellpoint, therefore held off a bit longer, only to begin receiving certified letters telling us that we are facing foreclosure. Also, at this time it was advised by XXXX XXXX that we move to a new program that would go to 40 years with a payment around {$1100.00}, but Mr. XXXX ADVISED AGAINST US DOING SO, " because it was not a good offer compared to what we have ; it would add 10 years, so just hang in there '', therefore we declined ... but paperwork remained as if we had accepted! So, then BOTH opportunities had passed by this time due to poor, or lack of any, communication ... At this point we truly felt that we were floating at sea sharing one plank of wood between the two of us ( me and my wife ). XX/XX/XXXX - After speaking with XXXX XXXX we chose to make the XXXX payment, I believe this was XX/XX/XXXX in the amount of {$1200.00} so as to avoid any lingering threats by mail. At this point all paperwork still not fully transferred and we are told that " many XXXX clients have had the same issue and we are sorry for all '', etc. Same thing we've heard each time contacting someone. [ Note - XXXX XXXX was extremely helpful, and really tried to remedy all in XXXX/XXXX, but XXXX is ALWAYS difficult to reach and offered no true assistance, just excuses and apologies ). In the meantime, more threatening certified letters arrive about foreclosure, but we are assured by every person we contact at Shellpoint that " these letters are automated and not to be concerned '' ; but because the letters needed to be picked up at the US Post Office and signed for, this caused a huge amount of anxiety and unnecessary stress for me and my wife. XX/XX/XXXX - Spoke with XXXX and XXXX again, this time to find out that there is no record of an XXXX payment!! Even though we have record in our bank account ( I can provide this information ) and it was XXXX XXXX himself that took the payment! In addition, we've discovered that our credit report at this point begins to show 150+ days past due on our most important payment ... our mortgage!! This has absolutely destroyed our credit! This has also made it impossible to refinance and start fresh ; we have had cards cancelled by creditors and are now struggling to keep up with all. So, the same person that initially advised against us going with the 40-year plan, and the same person that took our payment then could not find record or remember ( XXXX " XXXX '' XXXX ) is recommending at this point that we begin this new program of 40 years, etc. in XXXX to keep the home from going into foreclosure. So, this is what we felt forced to sign up for ; no issue on our end, just very bad business on their end! But we pay the price! Our credit, our reputation, our mental and emotional turmoil, etc. Certainly, it's our belief, that anyone would have been uneasy to make additional payments at this point ; so XXXX was not paid so that we could begin fresh, with the new plan for XXXX - XX/XX/XXXX. So, we've made the XXXX payment in the amount of {$1100.00} in XXXX and the XXXX payment of the same amount in XXXX ( please see notes from our XXXXXXXX XXXX statement above ). Finally, I was told today that we should contact you with this complaint, and it was mentioned that XXXX may have sold off to Shellpoint due to some legal issues regarding how they've treated consumers, such as us. Although we have nothing personal against any person listed in this complaint, we do have it with Shellpoint Mortgage, and we want our credibility restored via our Credit Report, etc. We want this to be made right, and we want the opportunity to refinance with a reputable company. In fact, we really need to get this resolved as soon as possible. According to Shellpoint we are 180+ days late on our payments and this is simply not true, and this is not our doing ... it's just unacceptable. Can you help us? Please contact us at your earliest convenience. Kind Regards,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2018-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/18- I requested via fax to my mortgage company XXXX XXXX XXXX to have my primary mortgage insurance ( PMI ) removed from my home mortgage because I believe my house is worth {$400000.00}. Soon I got a letter in the mail that I needed to get an appraisal first and I would have to pay for it. XX/XX/18 - I paid for the appraisal. Also this appraiser was selected by XXXX XXXX XXXX. XX/XX/18 - House appraisal completed. XX/XX/18-I called XXXX XXXX XXXX to get an update about the house appraisal and was told it appraised at {$400000.00}. I was told by their customer service rep that I had to meet the " XXXX XXXX PMI removal requirements '' which meant that my LTV had to be less than 75 %, since my LTV ratio was not less than 75 % at this time, the PMI removal request would be denied. I clarified with XXXX XXXX that if I was to pay more into my principal balance and got my LTV ratio below 75 %, what the steps would I then need to take to remove the PMI. I was told, that once I pay into my principal balance that I could just call to put in a new request to remove the PMI, and I made sure that my current appraisal that had just been completed would still be active and appropriate and that a new one did not have to be done. XX/XX/18 - I paid {$10000.00} towards my principal balance. So after this payment the balance was {$290000.00} and I requested via telephone to cancel my PMI since my LTV is below 75 % per XXXX XXXX PMI guidelines, my XXXX XXXX XXXX XXXXXXXX website, and their customer service rep with whom I spoke with on this day. This additional payment put my LTV ratio at 74.9 % which is below the 75 % requirement for XXXX XXXX loans to remove the primary mortgage insurance ( PMI ). I called to cancel the PMI & customer service said they put in the request. I was told by their customer service rep via telephone that on XX/XX/18 I would have an answer on the PMI removal request. XX/XX/18 - I called their customer service line and they said " its still due, but still pending. '' XX/XX/18 - I called again and their customer service said they have " no answer for the PMI request and thats its still pending. '' XX/XX/18 - I paid my mortgage bill for the month of XXXX which still included the PMI. XX/XX/18 - I called again, no answer for the PMI, " still processing '', I then requested to speak to a supervisor. I was told that a supervisor was not available at this time, and one will get back to me between 24-48hours. XX/XX/18 - their supervisor XXXX XXXX calls me back at XXXX and leaves me a voicemail. I was told to call him back at the customer service line. I called the number given to me as was told at XXXX, they said he was on another phone call right now would call me back that day, he never did. XX/XX/18 - My wife called the customer service line at XXXX to follow up with XXXX XXXX, and they told her that " he was on another call at the moment and would call us back today because he is doing call-backs '', my wife then asked if another supervisor was available and could be reached, no other supervisor was available. At XXXX, I called customer service to see if their supervisor XXXX XXXX was available. Same response, " he is on another call right now, and he will call you back. '' I have yet to speak to XXXX XXXX nor another supervisor. I have never had a late payment and have lived in my house for more than 3 years. I have sent a request via email to cancel my PMI immediately and have spoke to their customer service reps with respect and courtesy, almost everyday after XX/XX/18 to cancel my PMI or even just to get an update of what is going on. Their customer service to this day, has no updates, or is unable to answer any of my questions, nor have I spoke to a supervisor or someone that can help me resolve my issue. I have paid my mortgage for XX/XX/18 that includes the PMI that should of been removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2018-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I took out a loan in XXXX with a credit line of {$30000.00} with Beneficial based in XXXX XXXX NH. At that time, I was told it was a 15 year mortgage with a fixed rate. Over the years, the account has changed twice and is now with Shellpoint Mortgage Servicing. I have paid on this account for 20 years and my balance is currently {$25000.00}. Payments are made early. This company has lost my payments twice, the most recent was XX/XX/XXXX 's payment. I received a past due balance letter dated XX/XX/XXXX. They have applied late fees. I have paperwork from my bank that shows that the check was cashed within a week of my sending it. There is a robocall every day, at least twice a day, regarding this matter. I have called them to discuss this missing payment which they clearly have. They apologize for the inconvenience but charged a late fee. I have paid over {$60000.00} for this loan. I also had life insurance for the first few years that started out at {$26.00} which dropped off at some point but my payment didn't decrease and never did find out what that money went for after that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 050XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is a complaint being filed after the denial of an assumption of a loan in XXXX as the " successors in interest ''. After the death of my father the borrower ( Estate of XXXX XXXX ) and my mother who died several years later ( XXXX ) was also denied assumptions of the mortgage. I'm now requesting assumption but was denied by all mortgage servicers, including Shellpoint. I was unable to have communication because I was not the borrower, but they had death and deed - right of tenancy of survivorship documentation. The also stated I needed to probate the property. In Florida XXXX, my father 's attorney provided the proper tool ( RECORDED DEED ) to avoid probate, especially due to my mother 's declining illness. All three servicers, XXXX, XXXX, and Shellpoint denied the opportunity for assumption of the loan as " successor in interest ''. It been over three years and I have not been able to be placed on the mortgage to receive loss mitigation opportunities to remain in the home even after two hurricane disasters -- Matthew and Irma. My RESPA and TILA have been violated. I have reached out to XXXX XXXX and have a case that is currently under review ( XXXX ) ; however, Shellpoint has a sale date for XX/XX/XXXX, that needs to be removed and forwarded in writing. I'm being dual tracked by all involved and forcing me to spend revenue on legal advise when it not necessary especially during the holiday season. The numbers in regards to the payoff of the mortgage are questionable. Huge questions in regards to legal fees, late fees, PMI, and predatory lending to the elderly. I have asked for a overview of the loans, " mortgage notes '' by all mortgage holders from the inception of the XXXX mortgage in XXXX. My father was clear about succession of the property, the transferring of deed was recorded in XXXX, several years before his " DEATH ''. And the balloon mortgages with XXXX, XXXX, and Shellpoint needs auditing before assumption. While XXXX XXXX XXXX was the original attorney used to foreclose on the loan, there have been several law firms thrown at my fathers estate, and not one servicing agency was willing to communicate with me ; ultimately coming back to foreclose without speaking or meeting with me in court -- mediation, arbitration, etc. My due process as the successors in interest to the property has been violated and criminal. The XXXX XXXX XXXX changed its name after not so great reviews with their relationship with XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2018-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A