Date Received: 2018-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since XX/XX/XXXX ; we have had no success with Shellpoint Mortgage Servicing in trying to ascertain a modification. Nonetheless, their primary duties are debt collection ; and now they are trying to foreclose on XX/XX/XXXX. However, the Texas foreclosure procedures attached for homeowners stipulate " home equity '' loans foreclosure procedures are to be conducted " judicially ''. However, Shellpoint Mortgage Servicing is violating our rights by trying to foreclose " non-judicially '' ; and keep talking about they are relying on the deed of trust when we have not received any bills for the deed of trust and thus is not delinquent. Moreover, XXXX is not the trustee for the deed of trust but of the XXXX ; asset backed home equity loan. This is why it is crucial for homeowners to have a judicial hearing ; Judges makes split decisions in these matters not the lender ; because Shellpoint is falsely stating a new contract is not required for a home equity or line of credit ; they are not expert in these matters and a Judge needs to make that determination not Shellpoint. Also Shellpoint 's notices of sale are completed improperly ; they do not list the substitute trustee 's address ; or list Shellpoint 's name properly as seen in the attached ; which should read : XXXX XXXX XXXX, XXXX dba Shellpoint Mortgage Servicing. Shellpoint is trying to railroad us into an illegally foreclosure ; all because as debt collectors they refuse to verify debts as required by FDCPA. Also, Shellpoint is stating 12 CFR 34.83 ; does not apply to them ; they like to pick and choose which statutes they will follow and we need court intervention.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2018-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: ON XX/XX/2017 SHELLPOINT PULLED MY CREDIT ON XXXX ( SEE ATTACHED ) FOR SHORT SALE APPROVAL PROCESS. THEY INDICATED MY SCORE WAS XXXX ON XX/XX/2017. I AM DEMANDING FROM SHELLPOINT TO FURNISH A COMPLETE COPY OF THIS REPORT FROM XXXX, OR BE SUED.
Company Response: Company believes complaint is the result of an isolated error
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In complaint # XXXX, which was closed on XX/XX/2018, Shellpoint Mortgage Servicing indicated that my issue had been resolved. The payment of {$2800.00} that was paid from my escrow to XXXX XXXX XXXX was never returned for insufficient funds, as previously stated in my complaint. After 'resolving ' the issue, I had received a rescission of cancellation, though, and, as such, thought this matter had been resolved. Today ( XX/XX/2018 ), I received a cancellation for nonpayment in the amount of {$2800.00} issued from my escrow by Shellpoint Mortgage Servicing to XXXX XXXX. I immediately called XXXX XXXX and spoke to XXXX XXXX in customer service who advised me that the check received on my behalf was returned due to insufficient funds. I have a new cancellation date effective XX/XX/2018 if payment is not received in the amount of {$2800.00}. I was advised by XXXX that they do not want no check from Shellpoint at this time only a cashier check. Again, it has been my experience that Shellpoint Mortgage collects money and misappropriates the funds that have been paid.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Below is a copy of the email I sent the company. They are charging me {$620.00} for this appraisal. To Whom It May Concern : I have been calling for several months regarding my PMI. You sent me a letter stating you would not remove my PMI, this is unacceptable and I would like to discuss this issue. I feel that this is a final attempt on my part before taking this up with a federal regulatory agency. If I am not contacted back today I will do so. Below is a review of the issues as I recall them, some of my dates may be off but that is immaterial to the matter : In XXXX or XXXX I contacted Shellpoint Mortgage regarding my PMI. I had purchased additional property behind my lot from the city and had it added to my tax parcel id number. Thus increasing the acreage of my lot and the value of my property. Several of my neighbors stated that they had called their mortgage companies and got a new appraisal and were able to remove their PMI. I contacted Shellpoint the servicer of my loan and they said yes you can do the same. I would need to pay for the appraisal. They emailed me a paper and I then had to fax it back requesting the appraisal. I am very aware of my loan 's LTV. However I felt that the appraisal would put my LTV under 80 % which it did. All of your conversations are recorded I have been informed by a representative of your company. This conversation should be available for review. I called several times to find out where we where at with this issue and was finally told your request was denied. I asked why and was told you are being mailed a letter, the agent couldn't tell me why but requested a review of the issue and would call me back. Because she felt it should be removed. This was been repeated I believe 3 times, over several weeks with no response from Shellpoint. Each time I was told someone would call me back. I waited several weeks or even a month and called again on Monday XX/XX/XXXX and was told Shellpoint does not remove PMI unless your loan is under 78 % LTV. I was further informed that this is per Shellpoint policy and taught in all training to their employees. I stated but my loan papers say 80 %. The representative proceeded to argue with me and told me I am wrong. I asked to speak with a supervisor and was told no one was available and they would call me back, there are only 3 supervisors there today and they are in a meeting. I stated I would hold for a supervisor the entire process including holding took 43 minutes. I have included a screen shot of the phone call, I called at XXXX XXXX Mountain Time. The woman I was speaking with then came back on the line and said all the supervisor were in a meeting and would have to call me back I could not hold any longer. She then transferred me to one of their voicemails. I left a message which was returned finally by a Mr. XXXX XXXX at XXXX XXXX Mountain time. That phone call lasted 17 minutes. He told me he would research the issue and contact me back. I asked him when would he call me back. He told me he was the only supervisor there and it would not be that day but possibly the next day. I stated that he had until the close of business on Tuesday XX/XX/XXXX. He made no commitment to do so but would try. It is now Friday XX/XX/XXXX and I have still not heard from him. I called again today and was told he was on call and would call me back. I left him a length voicemail. As of this moment I have not received a return call. At this point I feel I have been more than patient and this shows a lack of integrity and professionalism on the part of Shellpoint Mortgage. I feel that you as a company are not acting in good faith or within the law. Please advise if you would like to discuss this matter further. I would like to state that every person that I have spoke with except one has been extremely professional and friendly except the woman I spoke to at XXXX XXXX on Monday XX/XX/XXXX. A fact that I find remarkable, I can only conclude that this is a lack of professionalism with Shellpoint as a company not with their very kind and polite call center operators.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84003
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Approximately 1 year ago, I submitted a request for removal of PMI associated with a home loan. At that time, Shellpoint advised that we would have to pay " at least {$400.00}, '' for an appraisal to be done ; however, would not provide a maximum amount. They essentially wanted me to sign off on an appraisal that could theoretically be of an unlimited denomination. In an attempt to remedy the situation, I called the lender numerous times requesting assistance and an maximum amount of the appraisal without response. In the end, I filed a complaint with the CFPB in order to get some action from the lender. Only at that time, did they advise that the cost of the appraisal would be approximately {$590.00}. Total time elapsed over 6 months. Several months ago, we contacted Shellpoint to move forward with the PMI removal process and was advised via email on XX/XX/2018, that we would need an appraisal and to respond to the email in order to move forward. I responded to that email as directed, but did not receive any further communication other than an email acknowledgment and several notifications ( via mail ) that " we are working on your problem. '' Since that time, we have contacted Shellpoint numerous times via email and phone to be told EVERY time that a prior agent had made an error and that we would immediately get the document which needed to be signed before moving forward with ordering the appraisal. Finally, on XX/XX/XXXX, we were told that there must be " some issue, '' and that a supervisor would call us back shortly. Again, nobody contacted us back. Today, XX/XX/XXXX, I called again and was transferred to the voicemail of a manager, who has not phoned back. Shellpoint 's lack of response to inquiry, or to escalation to management, is pervasive within the company. Each agent acts with confidence that they know what is wrong with the process, yet EVERY time nothing is fixed. We get letter after letter stating that " we are working on it, '' yet never get the process moved forward. This lack of response by the company has cost us well over {$1000.00} due to their lack of response. I have given Shellpoint adequate opportunity to do the right thing, but again, they have not ; thus, request that an official investigation occur to remedy this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32935
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I became ill and was unemployed. I struggled making house payments and went through XXXX XXXX to get myself back on track. I was told to become delinquent and they could assist with modification. Once I was through the modification with XXXX XXXX, the loan was transferred to ShellPoint Mortgage Servicing. I am in the process of refinancing and was told by my lender that I owed a much greater amount then projected as I have a {$21000.00} deferred principal balance. I am confused as in 2014 upon approval of the modification, I have a document that shows my Principal balance as {$61000.00} - as of XXXX see attached. The payoff shows my principal balance as {$47000.00}, deferred {$21000.00} and a few fees which total {$69000.00}. I along with my lender have called numerous times to find out why the principal increased but no one seems to be able to provide a clear explanation or provide the documentation to show where the difference is coming from. They have indicated fees but have no idea what the fees are from as I was told the late fees from the past mortgage company would be forgiven. Nonetheless, before paying off Shellpoint, I need a clear explanation how the balance went from {$61000.00} to {$69000.00}. Any assistance would be appreciated as I am not able to get any where.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing to request an accurate and timely reporting of my reinstatement to be delivered to the Keep Your Home California ( KYHC ) program team. I became aware on Friday XX/XX/XXXX that the KYHC team is struggling to create an affordable payment for me through their program ( which would help me to save my home ) because the Servicers Worksheet provided to KYHC by Shellpoint in late XX/XX/XXXX shows a total due to bring current upward of $ XXXX. I have not missed a payment since XX/XX/XXXX but SHELLPOINT HAS BEEN REFUNDING MY MORTGAGE PAYMENTS, accumulating a much higher reinstatement amount than originally proposed. I contend that the reinstatement amount is {$54000.00}. Here is the evidence : XX/XX/XXXX Mortgage Statement shows Reinstatement Amount {$54000.00}. Again, I have not missed a single mortgage payment since XX/XX/XXXX. The following mortgage payments I made were delivered to Shellpoint and electronically re-deposited to my checking account without my permission. XX/XX/XXXX {$4000.00} refunded on XX/XX/XXXX XX/XX/XXXX {$4000.00} refunded on XX/XX/XXXX XX/XX/XXXX NOTICE OF DEFAULT AND INTENT TO ACCELERATE reinstatement amount {$54000.00} ( {$250.00} of interest since XX/XX/XXXX on payments that I DID make? ) XX/XX/XXXX {$4000.00} refunded on XX/XX/XXXX Additionally, Shellpoint delayed my eligibility for KYHC for one month. I was accepted to the KYHC program on XX/XX/XXXX and shared that information with the Shellpoint Loss Mitigation Team and with XXXX XXXX, my contact at Shellpoint, before XX/XX/XXXX, the deadline for my appeal for a loan modification denial. By XX/XX/XXXX I learned that KYHC was just waiting for a Servicers Worksheet from Shellpoint ( I was assured by KYHC that my responsibilities to provide documentation to KYHC were complete and there was nothing more I could do to further my application. ) During the week of XX/XX/XXXX, I learned that KYHC still had not received a Servicers Worksheet from Shellpoint, further delaying my eligibility. When I became aware in XX/XX/XXXX that Shellpoint was refunding my payments, I spoke to XXXX XXXX, the representative assigned to me. She explained that Shellpoint would continue to refund the payments. I spoke to the bank manager at XXXX XXXX XXXX XXXX and she assured me that she could not stop Shellpoint from refunding my mortgage payments. So, I stopped making payments starting in XXXX since I was assured they would be electronically refunded to my account. Given that I was accepted to the KYHC program on XX/XX/XXXX, I assumed that the various teams would support me in a timely manner and accept my mortgage payments. To continue supporting me to keep my home, the XXXX I have owned and lived in since XXXX, I request that 1 ) Shellpoint accept my mortgage payments for XXXX through XX/XX/XXXX, which I can mail right away. 2 ) Communicate the appropriate reinstatement amount to KYHC, {$54000.00}. Given that a Notice of Default was recorded with the County on XX/XX/XXXX, this is an urgent matter. I am certain that the Shellpoint team and KYHC want to avoid foreclosure and work together to help me keep my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: After Hurricane Irma we applied for disaster-relief mortgage forbearance with our Loan Servicer, XXXX XXXXXXXX XXXX. This was approved in XXXX and we had an agreement where we would make 3 payments for XXXX, XXXX and XXXX and they would process a loan modification. In XX/XX/XXXX the servicing of our loan transferred to Shellpoint Mortgage Servicing and I was told by both XXXX and Shellpoint that the terms of the forbearance agreement would be honored and that no negative information would be sent to credit bureaus for 90 days while the loan was being transferred. It has taken a long time, but I was told last week that Shellpoint finally had the information that they needed. I have been receiving Default Notices and was told by Shellpoint that these were automated, don't worry as we're still in that 90-day window and this will all get resolved shortly, I've continued to make all the payments as agreed previously each month. I checked my credit report yesterday and Shellpoint has been reporting since XXXX that I am over 6 months behind on my payments causing a XXXX-point drop on my score and my wife 's score. My wife is going to College for a XXXX degree and we can't get a loan because of this mistake. I called Shellpoint yesterday and was told that I'm late and I owe the money. I tried for 30 minutes to explain the situation but the agent I spoke to just didn't want to listen and wasn't concerned. The call ended with her telling me I can try to escalate, but I need to repay the money because I'm behind. I am NOT behind, I am in deferment as agreed and I need this resolving ASAP. What worries me greatly too is I was told by my single point of contact that I'm not the only person who's in a deferment and had their loan servicing transferred. That means there are other people out here who are having their lives destroyed by having derogatory information incorrectly posted to their credit report.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2018-07-07
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: My loan was sold by XXXX and is now being serviced by Shellpoint Mortgage and the loan number is XXXX. Shellpoint has been servicing my loan since XX/XX/XXXX and I have never been late and always early on my payments. I have contacted shellpoint on XX/XX/XXXX and requested that they report to all credit companies as my home loan is 60 % paid and it would have a big impact on my credit scores. I spoke to XXXX XXXX XXXX and he said he would take care of it. He said it would take a couple weeks and it would show up. On XXXX XXXX I contacted XXXX and told him that it never showed up. then on XXXX XXXX I contacted a XXXX XXXX XXXX and explained the problem and she said she would sent it out asap and it should show up in a couple of weeks. This has been going on since XX/XX/XXXXand I have no one to help me. Hope you have better luck than I have had, Thank you XXXX XXXXXXXX XXXX email : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold by XXXX XXXX to XXXX XXXX XXXX XXXX XXXX. They have repeatedly called me asking to give me refinance options which I don't want to do. I have complained that they are calling me on a masked phone number- appearing to be a local call when it is not and calling my mobile phone which I didn't want them to do. I asked to be placed on a do not call list and the calls continue. They now have called my work number. and no amount of complaining seems to help. This is a truly unprofessional company and their must be some law the prevents them from badgering customers to refinance so they can get fees and rollover loans at rates they don't like.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A