Date Received: 2018-10-09
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: Just now, right after XXXX my time the company called about a mortage ( in an attempt to collect a debt ) that should actually be on track payment wise ( I have my bank automatically send payments to the lender ) Again, it was after XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55118
Submitted Via: Web
Date Sent: 2018-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I would like to escalate a matter that could be perceived as mortgage fraud by Shellpoint Mortgage Servicing. My property address of XXXX Florida was considered a Federal Disaster Area. I applied for a Forbearance Plan in XX/XX/XXXX with my previous servicing company XXXX XXXX Loans. The plan was accepted and put into action effective for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX mortgage payments. I have attached a copy of the modification documents in this email. Trial Modification Dates I was placed into a trial modification ( see attached modification documents by XXXX XXXX Loans ), and was told to make on time payments in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. You will see my attached payment history from XXXX XXXX Loans showing all payments were made on-time except the payment history excluded a payment I made on XX/XX/XXXX. You will see attached to this email proof of payment and XXXX XXXX Bank Statement proving that I made a payment on XX/XX/XXXX. Change in Service Company My loan was purchased by Shellpoint Mortgage Servicing from XXXX XXXX Loans in the middle of my modification. Credit Report Inaccuracies My credit is showing rolling 90 day late payments that must be removed. Florida Law states skipping a mortgage payment during a Federal Disaster Area Forbearance plan cant affect your credit. This situation has damaged my credit report badly. Consumer Financial Protection Bureau I am submitting my complaint for this matter to Shellpoint and this agency in hopes of an immediate resolution. I expect that my loan will be modified with my payments being added to the end of the loan, and I want my credit report cleaned up as well. You may respond by phone or email. I have left XXXX XXXX ( Rep for Shell Point ) several messages and written many emails, but she has refused to reply to me. My next course of action is a law suit for mortgage fraud and inaccurate credit reporting. I have provided all the evidence you should require to clear up this matter. Thank you! XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am losing my home in foreclosure I am trying to to work with my servicer Shellpoint but they are not treating me fairly. they have a sale date for XX/XX/2018 at XXXX XXXX and I was never notify that was a sale date on the property until a family member saw it on the website last week, I am working to do a short sale and save my credit from more harm but Shellpoint are not giving me the necessary time to get a loss mitigation solution I I need to save my credit at least.. XXXX from shellpoint called on XXXX of this year treating me that she can foreclosure in the house any time she wants to this is very scary for me and my family all i am asking to postpone the sale for another month until I find a solution to my financial situation .... it is already cold in XXXX I can not be on the streets with my children they refused to help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01880
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I Hired a 3rd party company to assist me in the loan modification process cause my lender will not doing nothing to help me save my home. my file was submitted to my lender for mortgage assistance and this was the response from my lender to the 3rd party helping me INC CALL FROM XXXX AT LENDER OFFICE SHE STATED THAT THEY JUST FINISHED WITH AN EVALUATION FOR ASSISTANCE IN XX/XX/2018 AND WAS DENIED BECAUSE THERE IS NO SIGNAFICANT CHANGE IN HIS INCOME THEREFOR HE DOES NOT QUALIFY FOR A RESTRUCTURE THE ONLY THING HE CAN DO IS REINSTATE THE LOAN OR DO A SHORT SALE - XXXX XXXX ( XX/XX/2018 XXXX XXXX - PST ) so you know there has been a change in more then just one thing in my situation and cause I think it was not substantial to the lender to say, there is not any significant change. XXXX XXXX sent in a appeals for this to the lender and they still denied me for any assistance, I told them that I would take a higher payment cause I can afford that now as my situation has changed. I even offered them a large down payment as well, and they still denied the process.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. Shellpoint has failed to correct my loan to comply with a Federal Bankruptcy reaffirmation agreement. 2. Shellpoint has given false testimony in XXXX XXXX XXXX XXXX Court that I have never paid any payments on the loan since 2011. 3. Shellpoint has not corrected the escrow account 4. Shellpoint is trying to collect discharged debt calling it a BK fee in the courts and on a payoff statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-27
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On multiple complaints, I have requested for simple identification of the entities that had beneficial interest and to whom the funds were disbursed to from the equity on my property. The responses and answers clearly indicates that Shellpoint Mortgage Servicing is hiding critical information and committing FRAUD. Their response is as follows.. First response : " It's a Conventional loan. '' Second Response : " Please be advised, when there is a foreclosure on a property, there is no HUD information provided. That document is only provided when there is a sale or short-sale of a property. Regarding the names of the entities that funds were disbursed to, since this was after the property was foreclosed upon, you no longer had interest in the property, and Shellpoint is not required to provide that information to you. '' Third Response : " Shellpoint is not required to provide any information to you once the property was foreclosed and you are no longer responsible for the loan. No further information will be provided. '' Fourth and latest response include " This is a duplicate complaint! '' *** Level II investigation requested from CFPB!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2018-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear CFPB - I am resubmitting my complaint against SHELLPOINT MORTGAGE SERVICING. Please refer to closed complaint XXXX for additional history. Shellpoint Mortgage has advised CFPB that they have not reported any new events to the CRA 's since XXXX, which is false. On XX/XX/XXXX, Shellpoint transmitted an update to XXXX that my account was in a delinquent status, which is false. As stated, the servicing of my mortgage was transferred to another party in XX/XX/XXXX. CFPB, please investigate as to why Shellpoint refuses to update my XXXX from a delinquent status of 120 Past Due. I have included snippets from my current report and the credit monitoring alert which indicates Shellpoint just recently updating my account status. This event update contradicts what Shellpoint Complaince Dept XXXX XXXX states in her response to my CFPB complaint # XXXX. XXXX also goes on to state that Shellpoint must report account transferred, but this is another contradiction to what has actually been reported to the CRA 's. Example enclosed. I am requesting for the CFPB to reinvestigate this matter. Shellpoint 's response was more focused on my payment history and not what they are currently reporting to the CRA 's instead of the current status of the account with Shellpoint, which is closed with a XXXX balance, account transferred. I think the CFPB prematurely closed my initial complaint because of payment history and bankruptcy fluff written by XXXX XXXX. Now I have included documented proof to support my complaint about Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2018-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As a XXXX-year-old senior citizen, I think Shellpoint Mortgage is taking advantage of my age to charge me more than {$350.00} a month fraudulently. They are claiming that I do not have mortgage insurance. I have had the same mortgage insurance since I purchased the property in XXXX. My property insurance costs {$39.00} a month. Since XX/XX/XXXX, Shellpoint Mortgage is charging me more than {$350.00} a month for insurance that I already have. My monthly mortgage bill was increased by {$350.00} in XXXX. I contacted the company and asked why and was told that I had not offered proof of insurance. I stated that I had never received a document asking for proof of insurance. Shellpoint Mortgage claims that they have been sending out documents but I have never received them. In fact, when I contacted them again on XX/XX/XXXX, I was assured by one of their supervisors that I would begin receiving mailed documents immediately, I still haven't received any mail from them as of XX/XX/XXXX. With no written request they have been able to collect more than {$700.00} from me without notifying me of the reason. I live on a limited budget and this is causing quite a hardship. Please advise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2018-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This complaint is regarding Shellpoint Mortgage Servicers. In 2017, my loan was transferred to another lender away from Shellpoint and Shellpoint refuses to update the " Payment Status '' of this account from " 120 day past due '' to " Account Sold or Transferred to another Lender ''. The account is NOT 120 past due or delinquent, as Shellpoint is no longer the holder of this account. This account should reflect as paid with XXXX, XXXX, XXXX. I have placed a call into Shellpoint about this issue and spoke with Customer Service who confirmed that she was sending an email to a Shellpoint Supervisor to request for this information to be updated on my credit report. This was not done as promised. Hence, I am filing a complaint. I have disputed the information with the 3 credit bureaus and the results came back VERIFIED, which is incorrect. I'd like written proof of what the verification process was to verify that this account status was correct. This account needs to updated accurately or removed from my credit profile immediately. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2018-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-21
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: 1. Loan service company has failed to adjust the loan at the time of debt reduction court ordered see doc 338. 2. loan service company failed to correct payment amount to match new agreement in XXXX see loan history statement. 3. loan service company failed in XXXX to apply 2 payments that were in compliance with the new agreement. 4. XXXX loan service company purchased forced placed insurance on the property while the property was under a federal stay. The service should of ask the court for the insurance it was on file in the federal bankruptcy court 5. Loan service company adds escrow account for insurance on the loan without a petition to the court and then added the debt to the balance to the loan. this is a violation of the law FDCPA and Bankruptcy code. 6. Loan service company has now added the discharged debt of the loan to the payoff trying to collect a discharged debt. see Exhibit Shellpoint Notice
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2018-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A