Date Received: 2018-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - Shellpoint mortgage was paid off due to a refinance. In XX/XX/XXXX, I decided to sell the subject property and received title. On title it still showed a lien with Shellpoint. I contacted them immediately and asked for a release of lien. I have e-mailed with XXXX XXXX several times and Shellpoint is refusing to send me the release of lien and is refusing to send it to the XXXX XXXX XXXX. My closing is scheduled for XX/XX/XXXX and the negligence by Shellpoint is going to end up costing me the sale of my house.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
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 Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79936
Submitted Via: Web
Date Sent: 2018-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife XXXX XXXX has a Mortgage being serviced by Shellpoint Mortgage Service ( Acct. # XXXX ) for XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Florida XXXX, my name is XXXX XXXX. The mortgage was originally handled by XXXX XXXX XXXX who transferred it to XXXX XXXX XXXX at the end of XX/XX/XXXX. We requested a Modification with XXXX but before they started they transferred it to Shellpoint. We then asked for a Modification with Shellpoint. We were being helped by the XXXX XXXX XXXX XXXX XXXX County to make sure everything was done right. Shellpoint told XXXX XXXX that we would have to be 1-2 months behind on mortgage payments ( 3 could cause foreclosure ) since we were never late once in the over 10 years of the Mortgage. Shellpoint dragged it on through multiple appraisals, redo of paperwork etc before finally deciding that since there was equity in the house there would be no modification. Shellpoint knew this from day 1 with the first appraisal but dragged it on. I recently asked the XXXX XXXX about the missed payments we were told to do but they said that companies due it verbally only. I e-mailed Shellpoint requesting to remove the late charges that accrued since we only did what they said. They replied NO including an e-mail ( 2nd request ) sent to their Mitigation Dept. on XX/XX/XXXX. Also, in XX/XX/XXXX we experienced Hurricane Irma. I called Shellpoint and was advised that you could miss 1-3 payments and that it would be added to the end of the loan. I advised Shellpoint that 1 month was enough. Again, more late charges. When asked about that I was told they had changed it but never told me. So, right now I pay 1 month behind but pay every month ( only missed 1 after Irma ). More late charges and more refusal to help even though again we followed what Shellpoint said to do. I would like help with the late charges and continue to make our monthly payment ( {$1600.00} was {$1200.00} but it was a 10 year no interest Mortgage that increased when Shellpoint received it ) with no further problems. Shellpoint told me we need to pay the 1 payment thats behind and again the late charges stay and apply each month. We are on Social Security and if we could do that we wouldnt have asked for a Modification. Again, both times we followed Shellpoints instructions only to be rejected and penalized. Thank You XXXX XXXX ( husband of XXXX XXXX, Shellpoint has permission to deal with me since my wife is XX/XX/XXXX XXXX ). I can be reached at ( XXXX ) XXXX or e-mail XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX XXXX to XXXX XXXX XXXX. Upon receiving notice that my loan had been transferred, I received a new list of servicing costs from XXXX XXXX XXXX. The fees now being charged for basic services have all risen drastically. In one case -- fees charged to litigate a claim against me -- has gone from {$350.00} to {$20000.00}. Another fee -- the fee charged to compensate attorney for services rendered -- has gone from {$30.00} to {$35000.00}. I do not foresee the need for either of those happening, but it certainly would be a serious issue were I to need to file a case against my loan servicer. Additionally, even the fees I need to pay if I wanted to refinance and get away from XXXX XXXX ( e.g. appraisal fee, inspection fee, lien release fee ) have all gone from {$0.00} to several hundred dollars. I was not consulted when XXXX XXXX sold my loan. I am now with a company that clearly wants to keep me as a customer by making my switching costs extremely high. This is completely ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2018-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX RECEIVED A PHONE CALL FROM SHELLPOINT MORTGAGE MANAGER XXXX XXXX ON XX/XX/XXXX at XXXXXXXX XXXX CENTRAL TIME. LETTING US THE BORROWERS WITH ACCOUNT NUMBER XXXX MR.XXXX XXXX XXXXXXXX AND XXXX XXXX KNOW THAT WE CAN NOT NEVER GET A LOAN MORTIFICATION AGAIN! DUE TO HURRICANE HARVEY AND A ELECTRICAL HOUSEFIRE WE SUFFERED IN XX/XX/XXXX AND XX/XX/XXXX. WHEN WE FIRST TRIED TO APPLIED FOR A MORTIFICATION BACK IN XX/XX/XXXX! THE INFORMATION ABOUT OUR HOME LOAN SHOULD HAVE BEEN EXPLAINED TO US WITH EVERY OPTION TO GET OUR PAYMENTS MADE FROM XX/XX/XXXX TO XX/XX/XXXX! SHELLPOINT MORTGAGE NEVER STATED OUR ACCOUNT WAS OR WOULD BE IN A NONE RETENTION PLAN FROM THE FIRST TIME WE INQUIRED ABOUT! MORTIFICATION BACK IN XX/XX/XXXX. AGAIN MONTHS PAST NEVER ANY LETTERS FROM SHELLPOINT MORTGAGE ABOUT HELPING US WITH A PAYMENT PLANS! WHILE THE MONTHLY PAYMENT WERE ONLY {$5600.00} TO CAUGHT UP OUR ACCOUNT! WE SHOULD HAD ALL OPTIONS! NOW WE ARE AT A {$25000.00} PAYMENT PLAN ONLY TO THE ACCOUNT ASAP TO KEEP OUR HOME FROM FORECLOSURE! THIS IS SHELLPOINT MORTGAGE ONLY PAYMENT PLAN TO HELP US! AFTER MAKING DISCRIMINATION AND PROFILING STATEMENTS AGAINST US AND OUR FAMILY MEMBERS THAT WE XXXX XXXX XXXX BECAUSE MR.XXXX IS XXXX XXXXFOR OVER 27 YEARS! SHELLPOINT MORTGAGE IS AND HAS VIOLATED OUR RIGHTS AS HOMEOWNERS AND NOW WANTS TO TAKE AWAY OUR HOME! WE NEED HELP!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i filed a complaint with the cfpb regarding shellpoint mortgage servicing ... yesterday I was told by shellpoint that my loan was with underwriting and they would not give me a loan modification until I " lifted '' my complaint against them I placed with the cfpb ... is this fair? ... im not allowed to seek council from an agency that protects customers..and ask that they supervise whats going on? ... I don't think they are legally allowed to deny me a modification unless I cancel my complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a followup for complaint XXXX. Upon making 1 phone call to my previous mortgage holder, i found out that the money was sitting in a corporate advance account. If XXXX XXXX had done this, they would not have erroneously sent me their nonsense letter trying to scam extra money out of me. I see from their " response '' that they have mis-applied my XX/XX/XXXX payment to XX/XX/XXXX, as well. This needs to be corrected ASAP. I have attached all relevant documents. I expect them to come correct, and to apologize.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30116
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: not long ago i approached my lender company to assist me with lowering down my monthly mortgage payments, making them aware that i had lost my job and was not able to keep up with the current payments as i clearly began to fall behind on my mortgage. for months i went along with providing them documents needed. when they gave me the call to provide me the GREAT news i come to find out all they did was raise my payments higher by XXXX dlls. i dont understand how that makes sense in any way. i made my point very clear that i was having financial issues and all they did was make my payment go higher. i am now trying to apply again or them to lower my payment and they refuse to review my financial situation or mortgage at all. i have not made a payment since they gave me this ridiculous modification because i literally was not able to do so in the past i most definable can not do it now XXXX more than what it was. at this point in time they refuse to help me and i am seeking all help possible for me to not be left on the streets. this is my home i worked very hard for and last thing i want to happen is to loose it because i was granted a higher payment that i can not afford. PLEASE HELP ME
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27834
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: Ref : XXXX XXXX XXXX / Shellpoint Approximately 6 months ago, I refinanced my mortgage from a 30 yr term down to a 15 yr term with XXXX XXXX XXXX. On XX/XX/XXXX, I received a phone call from XXXX XXXX with XXXX XXXX. Through further conversation, XXXX advised, I had a lot of built up equity in my home and asked it I wanted to hear about some great options that were available to me. I told him " I MAY '' be interested in a 10-15k home equity loan in XXXX '' XXXX replied, I'll email some information to you. The conversation was literally 1-2 minutes in length. 2 hours later it was revealed he did a HARD Inquiry on my credit WITHOUT my permission and sent me a sales contract. At no time, did we even discuss rates or actual options. How he obtained my personal information i.e. date of birth/social security number is through their database when I completed my 15 year refinance loan 6 months prior. I immediately contacted XXXX XXXX via telephone when I received the email and left him 2 voicemails asking him why he pulled my credit, but I received no response. The next day, I contacted his supervisor, XXXX XXXX and filed a complaint. XXXX XXXX seemed receptive and stated, XXXX XXXX should have never pull my credit based on our conversation. On XX/XX/XXXX, XXXX XXXX sent me an email directing me to send an email back to him requesting the credit inquiring be removed from my credit report. I also generated a complaint with the XXXX XXXX XXXX ( Upstate South Carolina ) who contacted the company and relayed all information. complaint ID XXXX A few days later, I received a letter in the mail from XXXX XXXX XXXX XXXX Attorney stating their company did no wrong doing. Furthermore, he stated he spoke to XXXX XXXX and who advised I gave him consent. This is a TOTAL Lie. So, the whole process with the XXXX XXXX XXXX was just He said she said, with XXXX XXXX XXXX not admitting their employee was wrong. In addition, they never removed the unauthorized credit inquiring off my report. It affected my XXXX credit score and will remain in effect until XXXX. I NEVER INSINUATED OR DIRECTED XXXX XXXX TO RUN MY CREDIT OR WORK UP A SALES CONTRACT. Respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17331
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: This is complaint in regard to SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXXXXXX. XXXX, XXXX XXXX. Above financial entity pretend to be Holder in due course to my Mortgage/Note instrument produced XX/XX/XXXX between me ( XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. ) and XXXX XXXX XXXX. Above Mortgage has start to be foreclose on XX/XX/XXXX in XXXX. XXXX County Circuit Court commenced by XXXX XXXX XXXX ( which has been proven of wrongful foreclosure practice in XXXX state ) During that time various financial entity ( in fact dept collectors ) present themselves as consequent assignee of Mortgage/Note instrument. In XX/XX/XXXX Shellpoint present themselves as such. During that time I am in dispute communication letter pursuant to 15 USC 1692 et all. No mention of fact that Shellpoint has disrespect 90 % of my QWR request, also have diversifies my attention/respond and communication to 5 different addresses to which I had try to keep up with my consistent defend position. Addresses to which I had to keep up my effort. 1 ) .... SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXXXXXX. XXXX, XXXX XXXX. 2 ) ... ... SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXX, XXXX XXXX. 3 ) ... .. SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX 4 ) ... .. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 5 ) ... ... XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Regardless to QWR full cooperation/respond refusal, Shellpoint produce its statement on XX/XX/XXXX that XXXX XXXX XXXX at, XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX is the owner of purported loan See attachment 1st page. In letter XX/XX/XXXX XXXX made statement that XXXX XXXX XXXX at, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX is owner of purported loan See attachment 2nd page. In XX/XX/XXXX Shellpoint pursue Court enforcement action with Shellpoint affidavit doc. etc all. However course of action/court order revile its true attorney representation ( false representation in fact ) which is Not Shellpoint but XXXX XXXX entity. See attachment 3th page. All of the above cause total confusing and misleading homeowner of available remedy and/or rightful defense venue, lost by now by Shellpoint misrepresentation of facts, misleading information and diversification of attention with timely manner communication.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60634
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A