Date Received: 2018-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2018 my loan with XXXX XXXX was sold to XXXX XXXX/Shellpoint Mtg Servicing. XXXX XXXX transferred my loan information to XXXX XXXX/Shellpoint with a negative escrow balance of {$480.00} for flood insurance. This was in error because I have had continuous flood insurance coverage since XX/XX/XXXX. I have never had an escrow account, as I pay all my taxes and insurances myself. I addressed it immediately with XX/XX/XXXX/Shellpoint because my first statement from them showed the negative escrow balance of {$480.00} and they added an escrow account and increased my 30 year fixed rate payment. I have called, faxed and emailed several times a month since XX/XX/2018 to get the corrections made. Each department says it's up to a different department to fix it. As of XX/XX/XXXX, I have repeatedly submitted evidence of continuous flood coverage dating back to XX/XX/XXXX including the letter from XXXX XXXX. XXXX XXXX will not help, they state they do not have any files or information ... that everything was sent to XXXXXX/XX/XXXX/Shellpoint. XX/XX/XXXX/Shellpoint puts me off continuously by stating a variety of non-sensical and non-applicable reasons for not making the correction. The last supervisor I have been speaking with in the Insurance Department ( XXXX XXXX ) states that " he is waiting for response from his contact at XXXX XXXX ''. This is FIVE MONTHS of being blown off by XX/XX/XXXX/Shellpoint ... all the while my FIXED Mortgage payment increased {$40.00} per month. I have NEVER had a missed or late payment on my mortgage and I do not want XX/XX/XXXX/Shellpoint messing up my excellent credit because they can not be bothered to correct the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93010
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On on or about XX/XX/XXXX I contacted my mortgage servicer by phone, Shellpoint Mortgage Servicing, to request an escrow analysis because I have {$6500.00} in my escrow account after my city taxes have been paid. My city tax and fee bill of {$5600.00} was paid in full to the City of XXXX, VA on XX/XX/XXXX and thus I have paid my taxes in full for XX/XX/XXXX totaling {$11000.00}. I am requesting that the balance be returned to me as I already have an escrow portion of my monthly mortgage that will sufficiently cover my first half XX/XX/XXXX city tax and insurance payment. If, for example no surplus is returned to me, by the time my city taxes are due again in XX/XX/XXXX I will have approximately double what I need to cover escrow items. I contacted Shellpoint Mortgage Servicing again on XX/XX/XXXX by phone after they sent me only a very small check for {$150.00}, which wasn't close to the amount I expected to receive since my taxes have been paid. After multiple failed and shifting explanations to reconcile why they could not provide me with my surplus escrow, they requested I send them a screenshot over email of the publicly accessible XXXX City website showing that my taxes and fees have been paid in full for XX/XX/XXXX, something their own escrow department would have been able to access. I sent them a screenshot of this information on XX/XX/XXXX. On XX/XX/XXXX I received an email in reply stating that I am welcome to pay my taxes independently but that they would not do an escrow analysis until the annual analysis was due. Further, Shellpoint would not update my tax info and that they would continue to pay my tax bill without reference to the fact that it has already been paid ( XX/XX/XXXX ) and that payment predated their most recent mid XX/XX/XXXX escrow analysis. Both facts that I have communicated on several occasions and facts that should have been revealed in their escrow analysis. I am simply requesting that the surplus be returned to me. I understand that they can not hold more than 2 months cushion for escrow purposes. Instead they are telling me that I can not get my escrow surplus returned to me at any point in the near future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage payment was reported incorrect. Have always been on time and have the paperwork to show the mortgage company was in error
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92111
Submitted Via: Web
Date Sent: 2018-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When I called Shellpoint in XXXX, I was told by my Relationship Manager, Mr. XXXX XXXX, that my new mortgage payment would be {$1300.00} which is at a fixed interest rate. The letter dated XX/XX/XXXX and received by me on XX/XX/XXXX that I received from Shellpoint now puts the mortgage at {$1300.00}. The letter was received after the mortgage was due. I sent {$1300.00} on XX/XX/XXXX because that is what I was told was due by Mr. XXXX. This payment is much higher than my original payment for which I requested a modification to help with my original payment. When I called on XX/XX/XXXX to inquire of the mortgage payment, the representative said the payment is {$1300.00}. This is not the amount I would have agreed to pay. When XXXX transferred the loan in XXXX, I was in a trial modification and the balance was {$190000.00} which included {$20000.00} in fees that they put on the back of the loan. The letter I received from Shellpoint is {$210000.00}, which appears they added another {$20000.00} in fees in three months.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2018-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-25
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: 524 Injunction : XXXX XXXX XXXX per the enclosed exhibits did not adjust my mortgage on the agreed date to be compliant with the court order reaffirmation agreement. XXXX kept sending me statements with the original loan amount and payment. I making the required payment the month after the agreement only to have XXXX escrow the payment and not apply them. In XXXX XXXX acquired the mortgage servicing rights with the incorrect balance and monthly payment and now a forced placed insurance policy added to the loan. XXXX XXXX started sending out notices with the original note information then corrected the loan in XXXX of XXXX but still listed the cram down debt on the statements as defferred P & I this was a violation of my plan and a 524 Injunction. XXXX XXXX filed a foreclosure motion in XXXX but before I could file a counter claim XXXX XXXX sold the mortgage to XXXX and Shellpoint became the new loan service company. Shellpoint assumed the foreclosure in court where the case was not heard only rubber stamped by the judge. The docket of the foreclosure case states that I never paid a payment after the reaffirmed agreement now shell point has stated that I had made 4 payments and that BAC had not been compliant. Shell point has now listed the reaffirmation crammed down debt in the amount of {$19000.00} as BK Cost on payoff statements this is the exact amount of the XXXX XXXX Defferred P & I listed on there statements. This is attempt to collect discharged debt and code it as something else in court is a 524 Injunction of the debtors Bankruptcy plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Was Sold to XXXX XXXX XXXX in XXXX and they took it upon themselves to set up an Escrow Account on this Loan to collect for Property Taxes. I have called several times to get this removed. I pay the Property Taxes directly and Now they are stating they need to order an Escrow analysis to be able to remove the Taxes. An Escrow account is NOT a requirement for this Mortgage. I am an Escrow officer and I know how the works. I am truly Disappointed with the company and how they are servicing my loan. I received the Tax Bill in the Mail and it is not showing that it is being escrowed. XXXX XXXX XXXX never Notified the Tax collector that they were planning to pay the Taxes. So I am not only upset, but wondering where my money is going?
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Around XX/XX/XXXX, I contacted Sellpoint Mortgage Servicing which had recently purchased my mortgage loan from another lender. I inquired regarding my loan not being reported to the credit bureaus.They responded on XX/XX/XXXX saying that since I had filed for Chapter XXXX Bankruptcy in XX/XX/XXXX that they were in no obligation to report it and they withhold from establishing a tradeline for the loan. That changed, and they have now reported negative/derogatory information on my credit report, although I have never been late on my mortgage monthly payment. As a result, my credit scores has decreased substantially. I have submitted disputes to them and to the credit bureaus to clear this from my credit report. Not only is the information that they are reporting wrong, they are also not reporting a balance which I still have or monthly payment on my account.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60142
Submitted Via: Web
Date Sent: 2018-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a home loan with XXXX XXXX XXXX, serviced bu Shellpoint Mortgage Servicing. My loan was originally through XXXX XXXX Bank but was sold in May to XXXX XXXX XXXX My loan is current and has never been late. I have an issue regarding PMI. It is my understanding that per the Homeowners Protection Act of XXXX, once my loan reaches a Loan-To-Value ratio of 78 %, PMI is to be automatically removed. With my most recent extra payment on XX/XX/XXXX applied to principle only, my Loan-To-Value ratio is no 77.9 % and it is my belief that I qualify to remove PMI. My most recent appraisal in the Fall of XXXX valued my home at {$450000.00}. I have been in communication with Shellpoint since XX/XX/XXXX regarding my desire to remove PMI. I realize the time has not been much since my initial communication to XXXX XXXX XXXX but I want to address this before I am charged anymore PMI and have to work on getting a refund On XX/XX/XXXX, I received a letter from XXXX XXXX XXXX stating that in order to remove PMI, I must meet certain conditions. As I mentioned earlier, I am current now and always have been with my payments. There are no liens on my property. There is one requirement where I believe XXXX XXXX XXXX to be in violation of The Homeowners Protection Act. There letter states that I must request an appraisal at my expense ( minimum {$400.00} ) and that my LTV ratio requirements will range from 65 % to 80 % to qualify for early cancellation. I am submitting a copy of the document I received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Call log dates XX/XX/18 XX/XX/18 My loan was transferred to a new mortgage company less than a month after the closing Closed on XX/XX/18 Transferred on XX/XX/18 payments started with new mortgage XX/XX/18 my first payment was made to mortgage company I closed with - XXXX payment My credit report has 2 mortgage companies for the same loan amount. After multiple calls on XX/XX/XXXX & XX/XX/18 ( at least 6 call between both mortgage companies ) Shellpoint found the info that my loan was transferred however I now have a late payment for the month of XXXX on my credit report with Shellpoint after I was told there's a 60 day waiver. As of XX/XX/2018 my credit dropped -54 points for late payment that was made on time to the new mortgage company Loanserving. I Info was emailed to Shellpoint at XXXX and called in at XXXX
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage was transferred to Shellpoint Mortgage in XX/XX/XXXX from XXXX XXXX. At that time of the transfer my account was with the Modification Department with XXXX which I was told by the Executive Office from XXXX that it would be transferred to Shellpoints Underwriting to finalize the process that I was eligible for. This was never done. I received a Foreclosure shortly after the transfer. The issue with the home is the property value which XXXX XXXX had finally resolved with an interior inspection. For over two years Shellpoint ignored my interior requests and charged me for exterior drive by 's over four times and continuing offering modifications with a property value over {$60000.00} - {$70000.00} at the time. I contacted the Attorney Generals office who did research on my complaints up to the spring of XX/XX/XXXX. They advised me to send in another modification with Shellpoint which I did. Shellpoint did have an appraiser come in at that time while they had my Modification which was sent in. I continued working with the Attorney Generals Office during this time on the status. At that time they suggested I contact an Attorney upon their investigation as they found issues they feel were done inappropriately by both XXXX and Shellpoint that should be looked at on a legal level. I had sent him Documents from Shellpoint which showed the loan was in Modification. I advised him I would wait to complete a Modification first and have it reviewed. I sent Shellpoint a dispute on the value from the appraiser immediately. At this time it was in XX/XX/XXXX/XX/XX/XXXX. I never heard back from Shellpoint and continued to wait on the results of the modification. In XX/XX/XXXX I received a Forclosure notice scheduled for XX/XX/XXXX, while still NO response in regards to the Modification I sent in. Again I immediately contacted Shellpoint to ask how I could have a foreclosure while I was waiting on my modification status? Shellpoint will never respond to an email which leaves the homeowner in question constantly of what is happening. Sometimes its weeks before you receive a letter to say they are working on your request. Their correspondence is received over 7 -10 days later from the date of the letter. I worked days with my contact XXXX in regards to the Foreclosure to find out why this was done. I was told by one representative that I was declined a Modification due to my income. I explained to him that I NEVER received anything from Shellpoint stating this so I could move forward with my decision on the home. At that time XXXX took my income numbers over the phone and resent that over to Underwriting. Over two weeks later I received 4 letters from shellpoint stating I was missing information, obviously to the Modifcation sent in. There was NOTHING missing. These letters came as a cover up for their error of the upcoming foreclosure that I believe was done in error. Also, I never received anything from Shellpoint stating that the property was going to be Foreclosed. In mid XX/XX/XXXX I received a Modifcation Trial offer to begin in XX/XX/XXXX. On XX/XX/XXXX I sent an email to Shellpoint asking for a complete copy of my file as I wanted this reviewed by an Attorney prior to my decision. I sent two more emails into XX/XX/XXXX asking where my file was. I spoke with my contact XXXX to question where my file was as the payment is due soon. I have a response from him on XX/XX/XXXX stating he was checking with Escalations on the status. I checked with him again in another week and he said it takes a little time for them. I have advised him as well as Escalations that I need to have my file reviewed prior to payment. XXXX told me I have till XX/XX/XXXX and could pay both payments. I was told that my email address was incorrect for Escalations. However, that now is over a month ago and I still do not have my file. I have also spoke with HOPE who is questioning a few things regarding the modification and wanted to also review my file which Shellpoint is aware of. My last email from XXXX stated he showed that Shellpoint had just sent something out to me but he could not view it but would email it to me once its updated in the computer. I assumed it was my file and have not heard back. As of today I still do not have my file. My legal advisor also advised me to contact the investor on a settlement amount if I were to do a lieu in deed which I have. I received a notice a few days ago from Shellpoint they are working on this request which I have sent which I believe was the letter to the investor. Today I received another Foreclosure from Shellpoint which is scheduled for XX/XX/XXXX which is only 12 days away. It has been 60 days since the Modification was sent and I do not have my file for my Attorney and the Attorney General and HOPE to review. If this was sent in a timely manner as requested this review would be complete for me to move forward. Also I was told I had till XX/XX/XXXX to make both payments assuming I would have had my file long before this. I have stated numerous times to Shellpoint expressing I do not want a foreclosure. I want to work with them. I have also worked with XXXX in regards to my options. I have stated I am in the home alone with health issues and this has caused me severe stress. I have phone calls from attorneys on my personal cell phone. I have people sitting outside my home, letters in my door. My neighbors telling me there are people on my property while I am gone. I DO NOT want this. I am willing to work with Shellpoint and expressed even to the investor that I will most likely do a deed in lieu. So why, Again are they sending a Foreclosure. They have never responded to my requests which I have a legal right to my file. I only asked to have the opportunity to have this reviewed legally and they will and have not honored this. I find Shellpoint extremely unprofessional to work with. Their lack of communication is exasperating and one department does not know what the other is doing ever. My mortgage is severely delinquent, however, I have knee high of paperwork to hold up in a court of law to show how desperately I have attempted to work with Shellpoint all this time. I am asking your organization to assist me with cancelling this Foreclosure and your assistance in obtaining my file to have it reviewed. And to find out how a foreclosure could be sent while I was recently sent a letter they were working on my request. Also, why was I told by my contact that I can make both payments in XX/XX/XXXX if this is not the case?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A