Date Received: 2018-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage has not complied with their agreement of assumption making it difficult for me to pay the mortgage to the account in which I assumed. They still have the account opened in my ex husbands name after the assumption was granted and an account in my name as well. ( please see document dated XX/XX/XXXX. ) I had to endure ongoing fax, email and calls, showing them documents from my bank stating only one mortgage payment was returned to my bank ; however, they placed account in delinquency. ( XX/XX/XXXX letter, outline my efforts ). I requested the online account access information be in my name only, which I was told the IT department will correct. Account not updated as of this date. I obtained an email last week to notify ex husband the mortgage is due. I am being harassed by ex husband because this information is still on his credit report. .They caused me financial hardship by taking two mortgage payments in the month of XXXX ; hence they have and still continue not to close the account in my ex-husband name. They failed to file the new deed in my name only with the City of XXXX deed department. They failed to send me a copy of the assumption paperwork after I requested on several occassions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2018-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Over The past 2 years we have made countless calls to Shell Point Mortgage regarding assistance with a loan modification but to no avail. Shell Point mortgage service has been completely unfair in there constant request for additional documents. After all documents have been received I wait to hear from them only to be told they hadn't received documents or now need additional documents. I'm told the need exterior and interior appraisals by 2 separate companies causing more of delay. I have had 3 interior appraisals done in the last 6 months. After the appraisal has been completed I'm told that I need to wait 30 days for underwriter in which they ask for further documentation. We continue to send more docs both to their attorneys by fax and email. Even with the help of a housing counselor we are all spinning our wheels. Every 30 days they need more documents and updated documents and ultimately another interior appraisal just a constant circle and they moving faster and faster on a sale when Ive been trying desperately to cooperate but Shell Point has not been helping me and completely given me the run around and I'm being lied to. Please help me with my nightmare mortgage company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have attempted to payoff my mortgage with Shellpoint Mortgage Servicing. On XX/XX/XXXX. My bank, XXXX XXXX, will not send an epayment of over {$50000.00}. On XX/XX/XXXX and XX/XX/XXXX, I sent five payments totaling {$240000.00} which was the payoff amount as of XX/XX/XXXX. On XX/XX/XXXX, I reviewed my loan on XXXX 's website, and determined that payments were not properly applied. I called XXXX 's customer service, and that the customer service representative told me that the issue should be resolved by XX/XX/XXXX. In addition, I had also sent an email to XXXX through their website. Per review of XXXX 's website on XX/XX/XXXX, XXXX only applied {$140000.00} to my mortgage and that I had a balance remaining of {$95000.00}. I called customer service again, and they said they had no records of the payments, and I asked that I send bank statements supporting the payments. I faxed over XXXX XXXX bank activity, and confirmation from XXXX XXXX that the 5 payments of {$240000.00} had been sent. XXXX 's representative told me that the issue should be resolved quickly. I reviewed my loan on XXXX 's website on XX/XX/XXXX, and the issue still had not been resolved. I again called customer service, and they again said they had no record of the payments. I elevated the issue to the supervisor and was directed to a voicemail. I left a voicemail, and have not been contacted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage was sold effective XX/XX/2018 by XXXX XXXX XXXX, XXXX to Shellpoint mortgage servicing. I had made an agreement with XXXX to pay {$300.00} per month for 12 months ending XX/XX/2018. I made those payments on time and as agreed. Upon taking over my mortgage, Shellpoint began sending correspondences and calling me demanding higher amounts. Their representatives continually claimed I was in foreclosure and hadn't made a payment in 15 months. The payment amounts have varied radically from {$490.00} to {$510.00} to {$690.00}, {$710.00}, and {$810.00} in a statement dated XX/XX/2018. I have lived in my home for 20 years and these threats and correspondences have me in fear they will take my home. I am retired, or so I thought, on social security of {$1300.00} per month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company is a mortgage dept collector. They are saying I am behind on a payment. I am NOT. They call my home constantly. I have asked about the month they are requesting. They give me different dates all of which I can prove from my bank that the payment came out and they received the funds without any difficulty. They have tried to to foreclose on my home. I got a lawyer who stopped the foreclosure and said I should have never gotten the foreclosure papers. They are adding the fees to my payments. My loan modification was done by a lawyer and approved by the courts. This company that the loan was handed down to seems to not want to comply with my loan or is trying to collect more than is required.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08234
Submitted Via: Web
Date Sent: 2018-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I spoke with XXXX XXXX on XX/XX/XXXX. He told me he would return my phone call on or before XX/XX/XXXX. Why will Shellpoint Mortgage not do as they say? They need to address my concerns.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84003
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After my husband passed away in XX/XX/XXXX and my chronic health problems for 3 years, I fell behind on my mortgage payments between XXXX and XXXX. I applied and was approved for a loan modification in XX/XX/XXXX. I was approved to start making trial loan modification payments on XX/XX/XXXX in the amount of {$1400.00}. The trial loan mod payments would continue until I received a permanent loan modification. I made the " trial loan modification '' payments every month from XX/XX/XXXX through XX/XX/XXXX. In XX/XX/XXXX, the mortgage company informed me that I needed to get court approval as the executor of the estate of my deceased husband and my deceased grandmother in order for the loan modification to be put in my name as executor of the estate of my husband and grandmother. Thus, I had to start a probate process and informed the mortgage company that it could take several months before the Court approves of this action as an existing Probate has existed since XXXX when my mother, who is now deceased filed the probate for the property that I am an heir to. I sent the mortgage company the last will & testament and other documents illustrating that Im the heir to the property and the wife of the deceased person on title. Although I continued to make the trial mortgage payments and unbeknownst to me, the mortgage company continued to accept payment and initiate foreclosure proceedings on my property at the same time. In XXXX I was told that I dont qualify for a loan modification or any foreclosure alternative because my income wasn't sufficient. However, I was already in a trial loan modification and making payments on-time every month. Next, I received a letter dated XX/XX/XXXX stating that I didn't qualify for a loan modification because my mortgage didn't qualify for any loan modification options. I faxed an appeal to both denials on XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, Shellpoint and XXXX XXXX Foreclosure trustee sold my house at an auction for {$320000.00} to a 3rd party investor
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90059
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted XXXX XXXX XXXX about paying off my mortgage in full. I called three times, the first time on XX/XX/XXXX requesting written information about the payoff amount and procedure to follow to make payment in full. I was told each time that I would receive an email in days detailing the above information. I also sent a certified letter that was delivered on XX/XX/XXXX asking for written information about the process to follow in paying off my mortgage in full and the payoff amount. It is now XX/XX/XXXX and we have still not received anything in writing.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After not paying my taxes for a year and half, they finally paid the taxes. This sent my Escrow account into the negative, which is understandable. They sent me a letter with the option to pay the escrow deficiency of {$10000.00}. The letter came with a coupon, which I returned with a check for {$10000.00}. This was posted to my account as a payment and the remaining went into principle. I called three times to get this correct before XX/XX/XXXX so I could make my XXXX payment at my original amount. Each time I was promised it would be correct and applied to my escrow account. It is still not corrected.
Company Response: Company believes complaint is the result of an isolated error
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had an existing mortgage with XXXX XXXX, who sold or transferred the mortgage to XXXX XXXX XXXX effective XX/XX/2018. I did not receive any payment instructions from XXXX XXXX XXXX until XX/XX/XXXX. I made the XX/XX/XXXX payment to XXXX XXXX on XX/XX/XXXX. When I finally received information from XXXX XXXX XXXX, it showed that I still owed a XX/XX/XXXX payment, despite having already making the XX/XX/XXXX payment to the previous mortgagor, XXXX XXXX. I provided three forms evidence of the XX/XX/XXXX payment to XXXX XXXX XXXX, showing both funds transferred from the originating bank and funds received by XXXX XXXX. XXXX XXXX has acknowledge that the XX/XX/XXXX payment was made, but has deliberately refused to adjust the account accordingly despite numerous calls and emails to their customer service. I have since made 2 additional payments directly to XXXX XXXX ; 1 for the XX/XX/XXXX1 payment ( which XXXX XXXX incorrectly applied to XX/XX/XXXX and another payment on XX/XX/XXXX, because XXXX XXXX still showed that the XX/XX/XXXX was pending and about to be late. I made the XX/XX/XXXX payment simply to avoid phone calls and threating letters for non-payment. In recognition of the three payments made for XX/XX/XXXX, XX/XX/XXXX, and the last on XX/XX/XXXX ( should be applied to XX/XX/XXXX payment ), the next payment due should be changed from XX/XX/XXXX to XX/XX/XXXX. XXXX XXXX is deliberately ignoring my emails and calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A