Date Received: 2018-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX has wrongly charged my mortgage PMI after I had it removed as of in XXXX of XXXX with my previous lender ( XXXX XXXX XXXX ). My mortgage was transferred to XXXX XXXX on XX/XX/2018 where they continued to charge my PMI. After calling XXXX XXXX they stated they will review the matter in XX/XX/2018. After repeated calls and attempts to follow up with the removal of PMI and refund of money, XXXX XXXX stated will only refund me 2 months of PMI until XX/XX/2018 and not XXXX or XXXX. In addition XXXX XXXX has overdraft my account by charging me for 2 months of mortgage on XX/XX/2018 for months of XXXX and XX/XX/2018. Then, XXXX XXXX charged me again for XX/XX/2018 Mortgage. In the 5 months I have been with XXXX XXXX they have charged me for 7 months mortgage. XXXX XXXX has serviced me a letter stating they have done no wrong doing and will establish a late charge fee that I have previously removed because my automated bill pay was not established correctly by XXXX XXXX within the 60 day allotment of time for loan transfer payments to be set up. In this letter XXXX XXXX states, " our records show on XX/XX/2018, an online ACH payment was scheduled in the amount of XXXX for your XX/XX/2018, installment with an additional amount of XXXX to be applied to your XX/XX/2018 installment. On XX/XX/2018 both payments in the amount of XXXX were drafted from your bank account. '' Then further down the letter they also stated, " your first recurring ACH payment in the amount of XXXX was drafted from your account on XX/XX/2018 and was applied to your monthly principal, interest and escrow payment for XX/XX/2018. '' In their own letter, XXXX XXXX contradicts themselves and still upholds no fault was done by them. After repeated attempts to resolve the matter XXXX XXXX has failed to follow up with me, resolve the matter and deny any wrong doing on their end, nor have refunded me the appropriate amount of money for their mistake of PMI removal, have not removed a late payment from my record and lastly took more than 30 days to complete my inquire about the issues with my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92508
Submitted Via: Web
Date Sent: 2018-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2018 I called shellpoint to let them know that my husband was gon na be out work for 3 weeks and without pay. The guy I talked to said that was fine all I had to do was to spread out the month of XXXX over a 6 month period and my payments were XXXX at that time. So my payments would go up to XXXX a month starting at the beginning of XXXX. I said that would work. He referred me to someone to set that up. I called and left messages and no calls for several days. When I got the call it was after the XXXX and now Im 2 months behind. So to get my payments below XXXX. I had to pay XXXX. So I did. Now, she was suppose to call me the next day and did not. So when I received a letter in the mail showing my new payment of XXXX a month it was after the date of getting it done. So I went online to set up a 2 month payment in XXXX. Then, something told me to call so I did. When I called the lady I talked to told me it was all set up and all I had to pay was the XXXX. I was relieved. So I set the payment up for XX/XX/XXXX. I thought everything was fine. Then I get a call on XX/XX/XXXX saying they r attempting to collect a dept. I call her back the next day and she tells me they didnt receive the payment. Now it has been 3 weeks since the payment was suppose to come out. I have a confirmation number and a 2 letters confirming all of this. She said that it didnt matter and now to get my loan current I have to pay XXXX. Excuse me??!! Then she says if I can make 2 payments adding up to XXXX that would work and then for 6 months my payment would be XXXX and if I pay the fee of XXXX for someone that drove by to take a picture to prove I am still living here it would bing my payment down to XXXX. I tell her I can only pay XXXX. She says ok. Now my payments are gon na be XXXX a month. This is not right or fair. I called for help in time and now 3 months later my 6 month payment has gone fromXXXX to XXXX. There is something wrong with this picture??!! I believe they r giving me the run around to get more money out of me or something. I have received certified letter saying I have 45 days to comply as of today XX/XX/XXXX. What am I suppose to do. I dont want to lose my home we have been here for 23 years. Help me please.
Company Response: Company believes complaint is the result of an isolated error
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2018-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, my husband and I separated.it was a struggle to pay bills and my mortgage fell behind. I tried to remodifying with the loan service company at the time, XXXX. I was offered a higher payment than when I lived with my husband. I was told that until my divorce was finalized and my ex off deed, they would assume he was still in the house.in XX/XX/XXXX my divorce was final and my ex-husband was off the deed. I also took in a boarder and was working full time.i applied for a remodification with current loan serving company, Shell point.they denied me the remodification and urged me to sell the home. I briefly put the house on the market but changed my mind because I still have XXXX children living with me.one is XXXX XXXX and will XXXX XXXX XXXX in XX/XX/XXXX.i tried remodifying again and my point of contact was XXXX XXXX.i worked with him from XX/XX/XXXX until XX/XX/XXXXhe constantly asking me for the same paperwork over and over again.he said that my court order child support letter and my state pension letter.were not good enough.finally he told me that we were at the finishing line.i just had to send him one more thing and they would review my application.thr next thing I knew.my account was transferred to XXXX XXXX and he was requesting all the same documents all over again.i put the house on the market and asked to do a settlement offer but that was denied as well.I am at the end of my rope.i want to remain in my home until my daughter graduates. I am also XXXX now due to XXXX XXXX.we really have nowhere to go at this point. I need she'll point to remodifying me at an amount I can afford to pay for the next year.They never really gave me the chance, just played gave with me.This company needs to be investigated and I need help.. please advise.XXXX XXXX XXXX XXXX, XXXX, ny XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11735
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX my mortgage was transferred to XXXX XXXX/Shellpoint. Prior to transfer I had a payment arrangement with my previous mortage holder XXXX XXXX. The mortage was behind due to the flood in Louisiana of XX/XX/XXXX. I had been working with Capital One to resolve the issue and a payment arrangement was created in XX/XX/XXXX. The payment arrangement was for three increased monthly payments, the first payment due in XX/XX/XXXX, the second in XX/XX/XXXX and the final in XX/XX/XXXX. In XX/XX/XXXX, there was to be no past due owed and normal payments were to be resumed. I have a copy of the arrangement as issued and signed. I made the first XX/XX/XXXX payment XXXX XXXX. Then, the loan transferred to XXXX XXXX/Shellpoint. However, they did not yet have history of any documents from XXXX XXXX and they told me they would honor any arrangement previously made with XXXX XXXX. I sent them copy of the arrangement. I made the second increased payment as agreed to XXXX XXXX/Shellpoint inXX/XX/XXXX, and I made the final increased payment as agreed to XXXX XXXX/Shellpoint in XX/XX/XXXX. My past due balance should now be XXXX. However, my details page with the new mortgage servicer shows I owe over {$7000.00}. And my new monthly payment has increased by almost {$400.00}. After contacting Shellpoint, I have been told they did not receive any payments made previously with XXXX XXXX. i provided Bank Statements and Mortgage Statements to prove payment. I also asked for a reason for the increase in my monthly payment. They said it was due to escrow but can not account for the increase. The taxes and insurance amounts due do not total the increase. And they can not explain the increase to me. I contacted Shellpoint NUMEROUS times to clear this issue, but keep getting the same result. They don't have the information they need from XXXX XXXX. I contacted XXXX XXXX and was told they don't have the information any longer due to the transfer. I was then told to contact the Escalations Department at Shellpoint. I emailed them to try and resolve this issue. I have only received a letter from them that they would look into the issue. However, since then, I have received numerous additional letters that my loan is in default and of their intent to accelerate the loan. I have tried to call the escalations department, but the voice recording just says they will contact me upon completion of review. Now, I have two certiifed letters waiting for me. And my account details page still says I owe over {$7000.00}. The last letter I received from Shellpoint said I owed over {$5000.00}. I need assistance. Please.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sold my contract to XXXX XXXX XXXX. XXXX was in the middle of fixing the known issue with the fire tax payment, they are not supposed to be paid from escrow. My property taxes are due XX/XX/XXXX. I contacted XXXX on XX/XX/XXXX and told them my city taxes were not paid. They said they would look into it because they had XX/XX/XXXX as the due date. They sent me a certified letter saying that they were correct. I contacted them again on XX/XX/XXXX as my taxes were still not paid on XX/XX/XXXX. They eventually got paid by XX/XX/XXXX. The other issue is they are not supposed to pay my fire tax this is a utility tax. They think it is still my property tax and it is not. If they were going to pay all my utility taxes they would be paying the sewer tax and all my motor vehicle property tax. This is what XXXX XXXX was in the middle of fixing before they sold the whole contract over to them. I contacted XXXX three times to try to fix this. Their customer service is unresponsive and incompetent. I have put in a complaint to the XXXX XXXX XXXX only to have them keep saying that they are correct and I'm wrong. I had to pay back to my escrow account {$420.00} back to XXXX XXXX to make sure my escrow account was not below balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I would like to submit a complaint against the XXXX XXXX XXXX XXXX dba Shellpoint Mortgage Servicing regarding their insincerity in communication with a customer and the delayed internal process which caused an actual loss of customers money. In late XXXX ( around XX/XX/XXXX ), I have sent a request via the companys website ( XXXX XXXX XXXX XXXX XXXX ) to figure out my loan closing ( payoff ) process. As I was preparing on the sales of my coop apartment and I knew my mortgage with XXXX XXXX has been transferred to XXXX XXXX XXXX recently ( XXXX ), I have reached out to them in advance and wanted to check the status of my original loan documents transfer in order to set the closing date. Like other coops, my coop also requires bringing two original documents ( Original Stock Certificate and Proprietary Lease ) which the mortgage bank currently holds at the closing. Even though the company says they will reply back within two business days, I never received an email or a phone call from them. I sent few more requests later and also emailed to XXXX but never received their response. When I reached out to them via phone call, I was able to talk with their representatives but they kept saying that they do not have any update on my documents I gave them my contact info so that I can talk with their supervisor ( XXXX XXXX ) but she also never called me or emailed me back. So its been one and half month since I contacted them and until now I have no update on my original documents so I am not able to set the closing date of my coop apartment sales. I was supposed to close on XX/XX/XXXX but it has been delayed till now only because of their delayed process. Every day, I am losing my money about {$76.00} for the mortgage and the maintenance fees. And also, my purchaser has to extend his 1-year lease agreement if we fail to close within this month. My mortgage loan has been transferred to XXXX XXXX XXXX on XXXX and 67 days ( 45 business days ) have passed since then. If XXXX XXXX XXXX can not find my original documents by today, they have to admit a loss of the documents. And they have to pay {$400.00} to obtain new original copies from the coop management. I am already losing {$1800.00} due to the companys delayed process so the companys immediate action is required.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11101
Submitted Via: Web
Date Sent: 2018-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing concerning my escrow account. Information regarding my escrow payments have changed, which require lower escrow payments. I contacted the company and provided proof of the lowered payments on my behalf, however, despite contacting the company and speaking with representatives who assured me that the payments should indeed be lowered, that they would be lowered, the statement/bill remains the same. I am tasked to pay the original escrow, and told that the company reviews its escrow once a year and then the account will be reviewed and changes addressed. This is not so, I have requested and explanation of the way the mortgage payments are set up, they have changed where more money goes to interest and not principal, why??? I want to pay my mortgage in accordance with the lowered escrow and want my loan to be compiled and pay with more funds to principal than mortgage, how can the mortgage company arbitrarily change the way my mortgage is funded and not allow me to pay my lowered escrow payments immediately. NOTE : I have already submitted to the company all information/data that is pertinent to the payment of lowered escrow payments to the company and it was verified received by representatives ( 3 ) that have claimed to forward the issue to be addressed and resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2018-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: ISSUE : We believe we have been incorrectly charged {$3600.00} for a fee that was not disclosed to us as our fee to pay. Shown in all the documentation of emails and loan forms below, we contest that we were never informed that we would be paying either Points or a Broker Fee. If the rate structure for the 4.25 % had been dependent on a discount point structure when the initial LE was issued and the rate was still floating, it should have been estimated on the Initial LE. If we were paying for the Broker Fee, it should have been disclosed that way on the Broker Fee Acknowledgement and Initial LE. We were told we were paying {$890.00} Origination Charge, {$340.00} Administration Fee and {$550.00} Underwriting Fee No Points, No Broker fee. We should be refunded the {$3600.00} charged to us at Closing for Broker fee since we were under the understanding this fee would be paid by XXXX XXXX to XXXX XXXX at the closing, NOT by us. We continued with the closing and disbursement because we needed to restructure our debt and going to another company at that point was not feasible. This is a timeline of selected events in the lifespan of our application to closing. There is a pack of paper copies of emails and loan documents with some notations and highlights, kept in chronologic order. Chronology : XX/XX/XXXX Contacted XXXX XXXX at XXXX XXXX to make application for refinance. XXXX XXXX created Initial LE with {$890.00} Origination Charge, {$340.00} Administration Fee and {$550.00} Underwriting Fee, No POINTS XX/XX/XXXX Got confirmation from XXXX XXXX the loan had been locked at 4.25 % and was no longer floating. Email copy from XXXX XXXX that Loan locked 4.25 % for 45 days per Lock Confirmation. No mention of Points. We signed Initial XXXX electronically XX/XX/XXXX Received emailed Mortgage Broker Fee Acknowledgement from XXXX XXXX that states Option 2 : The Mortgage Lender Will Pay the Broker Fees. And that fee is Broker Origination 2 % of Loan Amount, not to exceed {$10000.00}. Amount of fee {$3800.00}. Physically Signed and returned form to Broker. Received email confirmation from XXXX XXXX at XXXX XXXX that I will not be charged for the broker fee and its not coming from me. XX/XX/XXXX Appraisal report received with lower than expected value {$180000.00} Received Rate Lock Agreement from XXXX XXXX through DocMailer Email, seemingly for the reduced loan amount to {$160000.00}. This showed XXXX with XXXX points. We signed electronically and returned the form XX/XX/XXXX email from XXXX XXXX we are approved and needed some conditions cleared up. XX/XX/XXXX Another LE was received by us and this one showed changes in Closing Cost Details of an origination charge of {$3600.00} and the other fees in section A removed. I questioned this issue with XXXX XXXX at XXXX XXXX in an email. XXXX response was To clarify, that the {$3600.00} is something that we have to show on the LE to reflect the broker fee expressed in a dollar amount. This has already been built into the pricing and is just needed to reflect that on the LE. I sent a reply to XXXX quoting CFPB XXXX ( f ), commentary ( 2 ) Indirect compensation from the lender to the originator is not disclosed on the Loan Estimate, but rather is disclosed on the Closing Disclosure. However, direct compensation to the loan originator from the borrower is disclosed on the Loan Estimate. XXXX forwards email and issue to XXXX XXXX, his supervisor. XX/XX/XXXX XXXX emails to assure me XXXX is trying to contact XXXX XXXX about this issue. XX/XX/XXXX Talked with XXXX XXXX on phone about issue. XX/XX/XXXX Initial Closing Disclosure issued. Still has contested fee on it. We made mention that we were on vacation the week of XX/XX/XXXX, away from home. XX/XX/XXXX XXXX states he is waiting for clarification from XXXX XXXX and that if the rate lock expires, XXXX XXXX would pick up charges. XX/XX/XXXX XXXX sends me email with copy of first Rate Lock Agreement from XX/XX/XXXX. He sends me some kind of justification for where the fee was being paid and that it didnt affect us. He asks us to sign the initial CD. XX/XX/XXXX XXXX says, the account manager of my files says DO NOT go in and esign the current CD. ( we never received whatever this was ) XX/XX/XXXX Final Closing Disclosure at closing. Still has contested fee on it. XX/XX/XXXX I send XXXX another email saying were still paying a fee we were not aware of. He says XXXX look into it. XX/XX/XXXX I tell XXXX the issue is still not resolved. XXXX states he was informed by XXXX XXXX the {$890.00} issue was resolved. He will check on it. XXXX says the {$890.00} was removed.
Company Response: Company disputes the facts presented in the complaint
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2018-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to Shellpoint Mortgage Servicing and they won't let me set up auto payments. They claim my payment for XX/XX/2018 was not made but it was made to the previous mortgage company on XX/XX/18. They said they have not received the funds yet. This isn't and shouldn't be my problem. I paid on time like I am supposed too. Now they won't take my XXXX payment and I might be subject to late fees if paid after the XXXX. This is predatory lending. Please tell them that this is not my problem. They need to figure out XX/XX/2018 's payment with the previous mortgage company. Not me! Thanks and hope filing this complaint helps.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78747
Submitted Via: Web
Date Sent: 2018-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have spent months in conditional approval with XXXX XXXX XXXX, I have had so many issues. 1 ) they ordered the incorrect appraisal and decided not to use both values given in such appraisal. 2 ) Ordered an appraisal then did not check with to appraisal comapany about addendums to the appraisal till it was to late. 3 ) Changed the LE to require cash to close because they changed there mind about what values they wanted to use. this has been so ridiculous, I will be contacting a lawer the last complaint XXXX XXXX refuses to respond to my questions.. WORST company ever!
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A