Date Received: 2018-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a statement from XXXX XXXX stating that I owe my payment to them for XXXX. I called my previous servicer XXXX and the auto message said that my mortgage was recently transferred. I never received anything from XXXX advising this. My auto payment was already sent to XXXX for XXXX. If possible, I would like my mortgage to stay with XXXX. If not, I would need the funds I sent to XXXX forwarded to XXXX XXXX, with no adverse action taken. I have already filed a separate complaint against XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To : Consumer Financial Protection Bureau We are contacting your Agency to report our experience when our mortgage servicing from XXXX XXXX XXXX ( XXXX ), based in XXXX, Texas, transferred to XXXX XXXX XXXX ( XXXX ), based in XXXX, South Carolina. We have been greatly inconvenienced by this transfer, which was handled poorly by both companies, and wish to complain about their failure to properly service our mortgage resulting in the cancellation of my homeowner 's insurance policy with XXXX and XXXX 's subsequent correspondence demanding payment when payments had in fact been made. The sequence of events are as follows, with attachments to support : 1. In mid-XX/XX/XXXX we received notices in the regular mail from both XXXX and XXXX that our mortgage servicing would be transferred from XXXX to XXXX effective XX/XX/XXXX. Other than instructions on where to mail payments, the notices indicated that no other action on our part would be required. 2. On XX/XX/XXXX we mailed my last payment to XXXX for the XX/XX/XXXX payment, consistent with our past payments. 3. On or about XX/XX/XXXX, concerned that our check written to XXXX had not cleared our account, we called XXXX for further information. We were assured by one of their representatives that nothing was amiss, and a grace period was in place to ensure no payments would be listed as past due during the transfer to XXXX. 4. On approximately XX/XX/XXXX, we received a statement from XXXX dated XX/XX/XXXX for the XX/XX/XXXX payment, which indicated the XX/XX/XXXX payment had been received. On XX/XX/XXXX we mailed our first payment to XXXX, this check cleared our account on XX/XX/XXXX. ( The check we sent to XXXX on XX/XX/XXXX still had not cleared. ) 5. On XX/XX/XXXX, in the regular mail, we received an Offer to Reinstate from XXXX XXXX dated XX/XX/XXXX, notifying us that they had not received payment of {$450.00} for our homeowners policy and coverage had lapsed. This payment was to be paid from escrow funds which is included as part of our mortgage payment, but both XXXX and XXXX had failed to do so. On XX/XX/XXXX we contacted both XXXX and XXXX for instructions, and made the arrangements to have XXXX fax to XXXX a statement showing the amount due. A subsequent statement from XXXX dated XX/XX/XXXX shows that XXXX made a payment on XX/XX/XXXX, but not for the correct amount, paying {$420.00} instead of the required {$450.00}. As of XX/XX/XXXX XXXX had not received the payment and subsequently canceled our policy. ( I have a separate grievance with XXXX for their failure to promptly and professionally notify us of this issue ). As a result, we opened a new homeowner 's policy with XXXX. 6. On XX/XX/XXXX we logged onto our online account for XXXX with the intent of making a payment for our XX/XX/XXXX payment although we prefer to pay via check, we had not yet received a statement in the mail from XXXX and wished to ensure payment was made. At this time we observed new postings to our account dated XX/XX/XXXX indicating we were past due on the XX/XX/XXXX payment ( this check cleared on XX/XX/XXXX ), and we promptly contacted XXXX on the phone for an explanation. The representative on the phone was unable to understand the most recent transactions and told me I would be contacted by one of her supervisors within 24 hours. We have never been contacted. 7. On XX/XX/XXXX, while still awaiting communication from XXXX, we received in the mail our statement from XXXX dated XX/XX/XXXX. This statement indicated the account in current status, and I mailed our XX/XX/XXXX payment on XX/XX/XXXX via Priority Mail. 8. On XX/XX/XXXX, we received two further items in the mail from XXXX. A letter dated XX/XX/XXXX has our check of XX/XX/XXXX to XXXX group enclosed and returned, with apologies for the inconvenience. At this point it becomes clear why our online account is showing a past due amount. A second letter, dated XX/XX/XXXX, informs us our account is past due and that XXXX may report nonpayment to the four major credit reporting agencies if payment is not received by XX/XX/XXXX. The lack of organization and competance within XXXX and XXXX has caused us a great deal of inconvenience, not to mention stress, as we have been forced to prove that we have made payments on our mortgage in a timely and responsible manner. In addition, XXXX 's preferred method of correspondence and communication the regular US Mail has proven wholly inadequate to resolve urgent and sensitive issues with our account. Although XXXX has both an email address and phone which they could have used to leave a message with us, there is no indication they did so, and chose instead to send threatening collection letters in the slowest manner possible. It is disturbing to us that a company which is responsible for such important matters such as FHA Mortages and Homeowner 's Insurance can operate in such a dated and unprofessional manner.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2018-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Bargain and Sale Deed was awarded on my home of eleven and a half years to my young son and myself. Oregon Divorce Court. XXXX County, XXXX XXXX. OREGON # XXXX - XXXX XX/XX/XXXX XXXX XXXX I would like to write one cheque and pay out loan. XXXX USD. Shellpoint Mortgage Service playing games. Requesting Court Docs. Emailed them 4x. XXXX XXXX did this for three years also. ( prior servicer on ex husbands loan ) Ex husband is a XXXX XXXX with XXXX XXXX XXXX. He also filed bankrupty on this loan in XXXX. My young son and I would like to move forward.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97045
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My family has owned our home in XXXX XXXX New York for 24 years and are facing foreclosure on XX/XX/XXXX because of the roadblocks that our mortgage lender Shellpoint Mortgage Servicing has put in our way. My name is XXXX XXXX and I am the heir and rightful owner of this home. W refinanced the home in XX/XX/XXXX to take care of some needed repairs and were convinced it would be in our best interests to only put my mother XXXX XXXX on the loan. After she passed away in XX/XX/XXXX we ran into some financial difficulties and fell behind about a year later. When we tried to contact the lender at the time, XXXX XXXX XXXX, they told us they could not negotiate because my name was not on the loan. We then took the legal steps to get the paperwork in order with the estate and went back to XXXX XXXX XXXX, who approved us for a loan modification. We made our trial payments as agreed for several months, and were told that permanent modification paperwork was coming. This never happened, and we have been in limbo ever since. The loan was transferred to Shellpoint about 18 months ago and it appears this was done with the intent to foreclose. Despite multiple attempts to engage or get them to consider us for homeowner assistance programs, they have stopped us at every turn. We do not have an assigned contact, they have never actually reviewed our current financial information and they have not followed procedures and guidelines relating to notifications and recordings of their intent to auction the home. This has always been an avoidable foreclosure, but Shellpoint seems to have no interest in working with us and I need to file a formal complaint against them. In XX/XX/XXXX I began having health issues and was reduced to part time and began receiving XXXX payments. We were able to keep up with the payments despite my reduction in hours. My mother passed in XX/XX/XXXX and this put us into a tougher financial situation, although there was a small inheritance that we were able to use to keep up with the bills until XX/XX/XXXX. I was still having health issues and only working part time in XX/XX/XXXX when we first defaulted on the loan while it was with XXXX XXXX XXXX. Shortly after falling behind we began contacting XXXX XXXX XXXX to try and get them to review us for a loan modification, but they told us that since the loan was in my mother 's name they could not work with me. We then took the legal steps to get the situation remedied and were finally able to get XXXX XXXX XXXX to offer us a trial loan modification. We made all payments as agreed, but never received the permanent modification paperwork. We made repeated calls to XXXX XXXX XXXX, but they reverted to the stance that they could not work with us because I was not on the original loan. No matter how many times I sent in the legal documents demonstrating the fact that I was the rightful owner, they continued to deny me. The loan was then transferred to XXXX, and we went through the same situation, and it has been more of the same with Shellpoint. We had a change in our financial situation a few years ago -- my health has improved and I am working full time and my husband works full time as well and receives a pension on top of that. We have the means to afford a reasonable payment -- this foreclosure could be avoided, if only Shellpoint would DO THEIR JOB! I have gotten lawyers involved who can't believe the way we have been treated and ignored and how this issue of a few months of missed payments has now turned into a foreclosure sale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First my mortgage was sold 3 times in the past year. It went from XXXX XXXX to XXXX XXXX to XXXX XXXX to finally the worst of them all, New Penn financial. Starting XX/XX/2018 the first letter I got from XXXX XXXX XXXX was that they were going to default my mortgage due to non payment. I was very upset, called them, and setup auto pay. I get another email ( not mail ) on XX/XX/XXXX, saying that if I dont resolve by tomorrow they will default my loan. No one ever called, or left any messages, called them on the phone, they said I didn't pay, and now they want to tack on a {$92.00} late fee. They also said its okay to not pay the late fee, but just to keep the late fee floating on there, then they continued to say that it was I that put a stop on the auto pay ( which I did not ). I have strong beliefs that they are trying to default my loan. Please help
Company Response:
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to Shellpoint Mortgaging earlier in 2018 and my escrow included property taxes and home owners insurance. However, now that my annual XXXX payment for home owners is due, Shellpoint " has no record '' of that money. They tell me I am responsible. I checked with my previous loan servicer and they were able to prove that they transferred the loan and escrow correctly ( it is included in my monthly mortgage payment ). They admit fault but are " trying to get to the bottom of where the mistake is ''. In the meantime of them trying to figure out how they XXXX up, my insurance goes unpaid. So it doesn't get cancelled, I pay. So now, I'm double paying in order to be safe and cover myself. They still have yet to pay my insurance and I absolutely can not get through to them via customer service line ( it just rings and then hangs up ... only when I'm not being sent through a survey / sweepstakes for XXXX XXXX XXXX is that??! ). I am so angry that they " lost '' {$1200.00} and I'm not having to double pay. This is absolutely fraudulent activity and I've been dealing with this issues since XXXX!!!
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-27
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I requested for " Detail of the sale dollar transaction as it has been reported to US Department of Housing and Urban Development '' following FHA reporting guidelines. This is referred to as Final Settlement Statement ( i.e. HUD-1 and/or HUD form XXXX ) where the detail breakdown of funds distributed is disclosed with transparency to HUD, an official Government Agency. I requested this in my original complaint filed with CFPB but to no avail from Shellpoint Mortgage servicing. The response provided by Shellpoint Mortgage Servicing is " This is a Conventional Loan. '' The Servicer simply sent a report of their internal accounting but that's not an official HUD/FHA disclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX XXXX XXXX started a pre-approved modification with 3 trial payments. After I made my 3rd payment they transferred servicing to Shellpoint mortgage but because Im currently in a chapter XXXX bankruptcy they will not speak to me even though my attorney had given permission to chase. I need to keep my house. I have been paying on time for over a year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33073
Submitted Via: Web
Date Sent: 2018-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: It is absolutely frustrating and painful that after two and a half years of constant request of a work out plan, I get no resolution to benefit my family. Just to familiarize you with my hardship : I am a single parent with XXXX children. It all began when in XXXX I requested a work out plan from Shell point. I had lost my business after losing two major contracts and due to a fall disable for several months. This has been a horrific experience. I immediately reach out to Shell Point servicing and explained my situation. It was then that I was told to prepare loan modification package and explain my hardship. I have provided over six packages to Shell point services and XXXX and XXXX attorneys for Shell point. I attended all settlement conferences in court. On XX/XX/XXXX at my conference appearance Shell point requested I provide a P & L. On XX/XX/XXXX I was advice of another conference scheduled for XX/XX/XXXX. All documents then were submitted. On XX/XX/XXXX I called XXXX XXXX XXXX 's office and confirmed documents were received.. It was on XX/XX/XXXX that I found out that Mr. XXXX XXXX was my point of contact .. Mr .XXXX was contacted again on XX/XX/XXXX requested the same documents. This went on and on. I have evidence that and feel that I was given the run around. I FEEL THEY NEVER ACTED IN GOOD FAITH. I HAVE NOW OBTAIN AN ATTORNEY IMMEDIATELY AFTER FOUND OUT MY HOME WS SOLD TO TH E BANK .I WAS IN THE MIDDLE OF A LOAN MODIFICATION PROVIDING UP DATED PAPER WORK, I AM PLEADING THAT THEY ALLOW ME TO KEEP MY HOME. I WANT MY HOME BACK PLEASE. I AM CONFIDENT that I am able to afford my home now. My monthly average income is {$50000.00} a month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12550
Submitted Via: Web
Date Sent: 2018-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company accusing us of not having insurance and trying to make us pay for their insurance. Our provider has contacted them. They have a long standing of fraudulent activity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2018-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A