Date Received: 2018-07-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan number is XXXX my interest rate is 7 % I have a mortgage payment with Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX phone number XXXX, I am current with my mortgage and on XX/XX/2018 I wanted to pay more to my principal and Escrow to pay more off and their pay buy the internet website does not allow you to pay XXXX to XXXX dollars extra it automatically gives you a message that reads " You can not make this payment due to a balance! '' well thats what im trying to do. I believe this company does this on purpose so they can charge you more interest on the whole balance which is a terrible practice. I also called on XX/XX/2018 to ask if i can buy a point down to lower my interest and they say they don't do this. I want to be able to pay extra on my account like pay on my principal and escrow and be able to buy my interest down if possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77388
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Company involved is Shellpoint Mortgage Servicing. I submitted a previous complaint XXXX on XX/XX/2018. My concern is that this case was closed, because the company responded to my above complaint, and the case was closed on XX/XX/2018. The response that was provided by Shellpoint Mortgage Servicing originally has now been changed and I was not informed until today, XX/XX/2018. When I originally asked to be put back on a repayment plan, I was told that it wouldn't be possible and that If I wanted to keep my home I would need to pay {$15000.00} before the foreclosure sale date of XX/XX/2018. It wasn't until I filed my complaint that they were willing to work with me, and XXXX put me on another repayment plan to pay off the {$15000.00} that was past due. I asked XXXX XXXX, my point of contact in the loss mitigation department and several other rep 's in that department what would be my monthly repayments, and I was told that they did not have the current figures because they needed to get the total cost of the attorney fees and appraisal fees, and it would take up to 7 business days, and once the figures were all calculated, XXXX would contact me with the payment breakdown. This process started between XX/XX/XXXX and XX/XX/2018. When I called and a week later to spoke with XXXX to see if they had the repayment figures worked out I was informed that she did. I had to make an initial down payment of {$8200.00} on XX/XX/2018 ( pymt made ), second payment of {$3100.00} was to be paid by XX/XX/2018, and 5 subsequent payments of {$3100.00} to be paid over a 5 month period to satisfy my repayment plan. Here it is XX/XX/2018, I receive a call from XXXX stating that my payment plan that was originally agreed upon based on their calculations has now increased because they did not include {$180.00} ( late fee ), {$2300.00} ( legal fee ), and {$1100.00} ( other fees ) to which she could not explain what the " other fees '' were. And this is already after I made my payment of {$8200.00}. How is this helping someone to keep their home??? It's more like a SCAM to get me out of it. This is not the first time this company has done this to me ... it first started with the modification that turned into a repayment plan. How is this even ethical or moral? The whole purpose of them having me wait from XX/XX/XXXX-XX/XX/XXXX, was so that they could calculate the cost. This should be against the law.. they need to be investigated by the CA Attorney General 's office due to their immoral and predatory practices ; not to mention the laundry list of consumer complaints against them. Now I wonder if they even stopped the foreclosure process/sale date. I want an audit!
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95834
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started the modification request process on XX/XX/XXXX. After months and months of delays by Shellpoint ( including no response, repeated requests for same documents and etc. ), I finally received verbal and written confirmation ( see letter dated XX/XX/XXXX ) that the file was complete and was being submitted to underwriting. I then received the letter dated XX/XX/XXXX stating it had been denied because I haven't provided the documents requested!!! I called and wrote a complaint to them asking how it was possible that after finally acknowledging that it was complete on XX/XX/XXXX, could they send me a denial on XX/XX/XXXX based on incomplete information. They said they would respond within XXXX days. When I didn't hear back from them within XXXX days, I followed up. I then received a letter stating they would respond to THAT within XXXX days. I then called them and they said because so much time had elapsed, I'd have to start the process over!!! I explained to the representative and then to the the XXXX that I was waiting for a response as to how they could possibly decline for being incomplete when they acknowledged that it WAS complete. They said they would escalate to management and get back to me. That was several weeks ago and I haven't heard back from anyone! Now the XXXX XXXX sale is scheduled for XX/XX/XXXX and my family and I risk being evicted. PLEASE help me in getting them to respond to my modification request. I want to work out a payment schedule and try to save my home. I have attached the pertinent documents but certainly can provide anything else you XXXX need.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07024
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX have been trying to modified with my Lender in which before it was with XXXX XXXX XXXX and then got transfer to Shellpoint Mortgage Servicing. I have been denied several times due to lack of financial income. I resubmitted again with new financials and still I got denied again but this time I was denied due to Value of my Property. Shellpoint is stating that I have value in my property and that information is incorrect. I received an NPV report in XX/XX/2018 and I send this information to XXXX a nonprofit organization and they advised me that this report is stating that I have Equity and that I am not delinquent. This information is not accurate. I do not have Equity, I owed more than what is valued and I am over {$100000.00} delinquent with my mortgage payments. Please read the NPV report and help my understand why Shellpoint is stating I have Equity and that is why I got denied plus it states I am not Delinquent. I very worried that I lose my home, I have made all attempts to save my home but I get denied and I have been placed in Foreclosure several times in which I had been forced to file Bankruptcy to protect my property. I am enclosing a copy of Shellpoint NPV Report, Shellpoint Exterior Appraisal, Mortgage Statement and my own Appraisal Report in which I had to pay to dispute that my home does not have Equity. Please need your help, I am seeking help to keep my home and that Shellpoint find a workout solution for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: After I get divorced, the Court give the warranty deed of the house located XXXX XXXX, XXXX XXXX Texas zip code XXXX, after this my ex wife mist a lot of payments and get bankruptcy with out my knowledge, this is affecting my credit score, I need the lender remove this of my record because I am not responsible at this time for the payments company responded and provided supporting documentation that does not belong to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79936
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am doing the short sale and was on dispute value due to huge repair and damage per inspection. Lender had sent appraiser come out on XX/XX/2018 and appraisal report date XX/XX/2018 with value is {$510000.00} and current offer was {$510000.00}. They said offer is submitted for approval. Meanwhile, current buyer had backed out due to they cant move on with contract due to a lot of repair and they cant handle. We got another offer with same price to submitted to lender and the lender still come back asking {$650000.00} while dispute value based on inspection report include damage and come out last 30 days. I could not understand if the lender will help us out to avoid foreclosure or not. They dont practice in right place and take advantage of us and want to foreclose over helping us avoid it. I attached the appraisal report date on XX/XX/2018 for review. The value is true and cant change just for 30 days and market is so slow down and the lender is very ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Where to start.. XXXX XXXX XXXX, They told my insurance company during our loan process ( before conditional approval ) they were the lien holder, now I have an insurance check for XXXX with there name ( shellpoint ) I can't cash. Further more they have miss calculations on multiple occasions for DTI ratio and Escrow, and decided to only use my XXXXst quarter profit and loss, not my two year average. Also they have given false information about my XXXX loan multiple times. Management won't contact me back!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32958
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX /XXXX XXXXXXXX XXXX Shellpoint Mortgage Serving We are still filing complaints against the Shellpoint Mortgage Company that has asked for my Bank statement in the months of XX/XX/2018 XX/XX/2018 SHELLPOINT MORTGAGE AND XXXX XXXX XXXXXXXX AND XXXX XXXX XXXX XXXXXXXX SAW ON MY XXXX XXXX XXXX PERSONAL STATEMENT OF MY SSDI DIRECT DEPOSIT. DEMANDING AGAINST FEDERAL STATE LAW ASKING FOR MY SSDI DEPOSIT IN THE SUM OF {>= $1,000,000} XX/XX/2018 DOLLARS PAYMENT PLAN ONLY AFTER PULLING MY BANK ACCOUNT INFORMATION XX/XX/2018, XX/XX/2018 BECAUSE OF MY SSDI APPROVAL AFTER 4 YEARS OF DENIALS. THIS STATEMENT FROM SHELLPOINT MORTGAGE /XXXX XXXX XXXX / XXXX XXXX XXXX XXXX ! CFPB HAVE THIS STATEMENT THAT IS GIVEN TO THE PUBLIC EXPLAINING THAT FEDERAL DIRECT DEPOSIT CAN NOT BE GARNISHED BY ANY BANK DUE TO THE DISABILITY I XXXX XXXX XXXX LIVE WITH FOR THE REST OF MY LIFE. AGAIN THE MORTGAGE COMPANIES HANDLING OUR ACCOUNT XXXX HAVE COMMITTED FRAUD DUE TO AND AGAINST ME I AM DISABLE TO TAKE AWAY MY HOME WITH MY FAMILY MAKING US HOMELESS ON PURPOSE. WE SHOULD NOT LOSE OUR HOME JUST TO STEAL MY SSDI DIRECT DEPOSIT. WE NEVER WANTED TO LOSE OUR HOME BECAUSE I RECEIVED MY SSDI AND THE BANKS FOR OUR MORTGAGE WANTS TO STEAL MY SSDI. JUST TO KEEPING OUR HOME.
Company Response:
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had an issue with Shellpoint mortgage reporting the status and amount of a mortgage account which was incorrect in both the amount and the status, thanks to a compliance complaint that I filed with your agency previously my issue was partially resolved ( thank you very much ), but unfortunately the most important part of the reports accuracy remains unsolved, according to my agreement with them the account will be reported as closed and paid in full on all 3 credit bureaus ( see attached letter ), but unfortunately they are reporting as settled for less than the amount owed which adversely affects my credit, I need to request once again for your help to resolve this issue so I can move on with my life, if you have any questions please dont hesitate to contact me and once again thank you for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We the Borrowers XXXX and XXXX XXXX are fighting to save our home Shellpoint Mortgage Servicing have help with any assistance to our issues. The last complaint was sent by Shellpoint Mortgage stating they offered us the Borrowers XXXX and XXXX XXXX was a payment plan of one payment of {$25000.00} on XX/XX/XXXX. Yes the phone hung up and I called the number back for XXXX XXXX XXXX she never answer I have phone records. A XXXX XXXX XXXX XXXX. Sent over copies of the Dodd-Frank forms and documents associated with the Mortification process. When I called XX/XX/XXXX I was told to resend to escalation department and contact customer service. Texas senator XXXX office has this same complaint with the same format of documents sent from Shellpoint Mortgage. Texas Attorney General office has this same complaint with the same format of documents sent from Shellpoint Mortgage. CFPB 1. If SHELLPOINT MORTGAGE KNEW THEY WAS NEVER GOING TO ALLOW ANOTHER MORTIFICATION WHY WAS THIS NEVER SENT IN WRIITING? 2.IF SHELLPOINT MORTGAGE KNEW THEIR REGULATIONS AND GUIDELINES WAS MANDATORY FOR ACCOUNT XXXX TO NEVER ASST WITH HELP WHY THEY FAIL TO INFORM US THE BORROWER IN WRITING ON XX/XX/XXXX? 3. WHY DID SHELLPOINT MORTGAGE GIVE US ON XX/XX/XXXX PRINTED FROM SHELLPOINT MORTGAGE LETTER HEAD STAMPED POST MARKED FROM XXXX XXXX FROM SHELLPOINT MORTGAGE XX/XX/XXXX, WRITTEN LETTER STATING PLEASE SEND ALL DOCUMENTS AND COMPLETE THIS INFORMATION BY XX/XX/XXXX AND GIVE US A NEW POINT OF CONTACT XXXX XXXX? ON THESE DOCUMENTS THE QUESTION ABOUT IF THE HOME WAS FOR SALE TO PLACE A FORECLOSURE TO WHOM ADVANTAGE? 4.THAT LARGE WHITE ENVELOPE DID GET TO MY HOME UNTIL XX/XX/XXXX. DEMANDING THAT THESE DOCUMENTS ARE DO THE SAME DAY? 5.SHELLPOINT MORTAGE SERVICING HIRER A TEAM TO DO A APPRASIER ON OUR HOME AND STATED A TON OF FALSE INFORMATION. 6.THE APPRASIER COMPANY STATED THIS AREA DID NOT FLOOD .CAUSE HURRICANE HARVEY WE HAVE VIDEO SHOWING OUR SUBDIVISION DID FLOOD AND THE ENTIRE XXXX XXXX IN FROMT OF THE SUBDIVISION FLOODS. 7.THE APPRASIER COMPANY STATED THIS WAS A GATED COMMUNITY AND 4 GATES WAS LOCK SO NO ONE FROM THEIR OFFICE CAN GET IN THE SUBDIVISION .THATS A LIE AND THATS FRAUD ON SHELLPOINT MORTGAGE SERVICES PLACING THAT ON OUR ACCOUNT XXXX. 8.INSURANCE FRAUD AND PENALTIES COST FROM THE STATE OF TEXAS {$25000.00} EACH SHELLPOINT MORTGAGE SERVICING HAS A REGULATORY PROCESS TO SHOW FULL HOMEOWNER INSURANCE FOR THE LOCATION OF XXXX XXXX XXXX XXXX XXXX TX . XXXX .WINDSTORM/HAIL MANDATORY LOCATION IN XXXX COUNTY SHELLPOINT MORTGAGE FAILURE TO COMPLY NEVER PLACED OR SENT OUT ANY WARNING LETTERS SHOWING A NEED TO PLACE WINDSTORM /HAIL TO COVER THE DAMAGES FROM HURRICANE HARVEY. 9.SHELLPOINT MORTGAGE CRATED THIS ISSUE WITH US THE BORROWER BECAUSE SHELLPOINT MORTGAGE KNEW AND HAS KNOWN THAT THE ENTIRE AREA FLOODS AND WHATS TO GET RID OF AND OUT OF ALL THE HOMEOWNERS THEY ARE SERVICING IN THIS SUBDIVISION WITH XXXX XXXX XXXX ASAP . 10. SHELLPOINT MORTGAGE SERVICING HAS COMMITTED FRAUD AND DISCRIMINATION AND FALSIFIED DOCUMENTS ON OUR LOAN XXXX. WE HAVE PROOF OF THE DOCUMENTS. 11.SHELLPOINT MORTGAGE IS FIGHTING AGAINST US XXXX AND XXXX XXXX BECAUSE WE CONTINUE TO CONTACT GOVERNMENT AGENCIES!! 12.XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) BORROWER 13. XXXX XXXX ( XXXX XXXX ) BORROWER 14.XXXX XXXX ( XXXX XXXX ) NON-BORROWER 15.XXXX XXXX ( XXXX XXXX ) NON -BORROWER 16.XXXX XXXX ( XXXX XXXX ) NON-BORROWER 17 . WHY DID SHELLPOINT MORTGAGE STOP THE FIRST FORECLOSURE XX/XX/XXXX KNOWING AND KNEW WE THE BORROWERS XXXX AND XXXX XXXX NEVER QUALIFIED FOR ANY MORE MORTIFICATIONS AND THAT A AGAIN DEMAND FOR ONLY {$25000.00} IN CASH TO BRING THE LOAN CURRENT? THANK YOU
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A