Date Received: 2018-05-25
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: This Company ... Shell Point Mortgage Business telephone Number ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, S.C. XXXX Has been calling Our home telephone number for at least " THREE MONTHS NOW! '' Each time They've call ... They " Block Their Number '' ... so it's only showing up as a ... '' Private Number ''. They have NEVER left a message and there has never been any written communications sent to Our address via U.S.Mail. Today, ( XX/XX/2018 ) ... We received another call ... ( Blocked Number ... showing Private ) ... and this time, We answered the call. We spoke with a Representative from the Company named XXXX XXXX. Representative XXXX stated that She was trying to reach " XXXX XXXX ''. We advised this Representative that there was no one by that name that lives here. We further informed this Representative that ... '' XXXX XXXX '' ... was " An Ex '' ... She lives in another state and We had nothing to do with Her debt. We asked that The Company remove Our Telephone information from their system. We ask that these collections calls cease. When We asked for the Corporate Business Telephone and address, We were not provided with this information. The only number given was this ( XXXX ) XXXX. We believe that this Company received Our personal information by " Skip Tracing '' ... HOWEVER ... Their Information is INCORRECT and We want this telephone harassment to end. Please Help Stop This Madness. Thank You.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2018-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My original mortgage for this property was owned by XXXX, when the economy took a downturn I was in the process of modifying my loan with them and after providing all the required paperwork and going thru the modification process I was finally in the final stages to get my loan modified, unfortunately at this time the bank sold my loan to Shell point and the process had to be re started again, during the beginning of this process the builder of the condominium complex took over the units and displaced most of the owners due to the fact that the association was dissolved and they still owned a big percentage of the units at which point I lost all control of my property, I informed Shell point of this situation and they never acknowledged that this condition existed and took me to court to try recovering their so called 'loss '', while we were in court the judge made them aware of the situation and suggested they release me from this loan due to the fact that I had no longer had rights on the property but Shell point refuses to do so causing me to loose money by hiring an attorney, going to court twice already and negatively affecting my credit, i have no rights or benefits on this property, the builder which took control is getting paid monthly rent and they got the property for free while i am stuck with no revenue, bills, all the aggravation, I need this loan report removed from my credit and to be released from this property that was taken from me in a very unprecedented way and thru a procedure that has never been used before according to my attorney, the judge and everybody that I have asked with mortgage loans experience
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2018-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Notice from DC for tax bill not paid for first half. Contacted XXXX XXXX XXXX, my loan servicing company. They asked to fax the bill with my loan number, which I did on XX/XX/XXXX. XX/XX/XXXX Notice from DC Notice of Delinquency and must pay by XX/XX/XXXX or my house would go to auction. XX/XX/XXXX contacted customer service, submitted documentation and was told someone would call back within 24 hours. No call back. XX/XX/XXXX called back and finally got escalated to a supervisor, XXXX XXXX. She again loaded the documents and " escalated the matter ''. She said it would be worked in 3-5 days. XX/XX/XXXX I spoke with XXXX XXXX again, still not resolved. XXXX XXXX XXXX has now missed three tax payments, this is clearly a violation of their responsibilities as my loan servicing agent. They are the ones that insist on the escrow but are putting my home at risk. What if I was out of town and didn't see this notice, I could lose my home. I must have action by XX/XX/XXXX to avoid my home from going to auction. Their failure to pay {$2800.00} in fines. I can pay this but I will then have to sue them to get it back. This is plain incompetence that has caused me tremendous stress and time.
Company Response: Company believes complaint is the result of an isolated error
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2018-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan allows a prepayment of 20 % per year without penalty. In XX/XX/XXXX of this year I contacted the mortgage servicing company, Shellpoint to clarify the exact amount of prepayment within the 20 % margin. The phone rep said she would forward the request and I would get an answer within a week. Several weeks passed with no contact. Then in earlyXX/XX/XXXX I called again and the rep recommended I just make the request on line. So on XX/XX/XXXX I accessed the Shellpoint website and requested the prepayment amount on the loan. A week later someone forwarded me a copy of several pages of the original loan that cover the 20 % prepayment allowance ( attached ) but again no dollar amount was provided. The next day I called again to request a specific dollar amount and again the rep said they would forward the request. Several weeks passed again with no contact. I called again on XX/XX/XXXX and this time I wrote the rep 's name ( XXXX ) who also promised to submit the request. She said I should get the dollar amount within 5-7 days. After no follow up contact I called one final time and spoke to XXXX who said she would pass the concern to her supervisor named XXXX. I have not been contacted since. This is ridiculous and unacceptable. Just asking for 1 simple dollar figure and nothing more.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: {$33000.00} was added to the principal on my mortgage without notifying me, giving me a reason or allowing me challenge it. Is the lender allowed to do that? Home is in California. I had a loan modifications 5 years ago from XXXX and as part of that modifications, {$99000.00} will be deferred and in 3 equal installments over 3 years of the anniversary of the modification, 1/3 of the deferred principal will be forgiven in which after 3 years, all {$9900.00} will be forgiven. XXXX sold the loan 4 years ago to Shellpoint Mortage and in XX/XX/2018, they just tacked on {$33000.00} back to the principal, thus breaching the contract. They have yet to respond to my inquiry and they are ignoring me.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95212
Submitted Via: Web
Date Sent: 2018-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was just sold to Shellpoint Mortgage Servicing/XXXX XXXX XXXX XXXX XXXX. I wasn't even notified by them or XXXX XXXX loans who previously owned my mortgage. When, I finally got setup on their website https : //www.shellpointmtg.com/ and got logged in. I saw a disturbing statement! It says, " The loan is in active bankruptcy. Please contact the bankruptcy department to service this loan. '' Well, I call them XXXX XXXX XXXX XXXX and get put on HOLD and no-one ever picks up! Been trying for 3 days now! HOUR AND HOURS ON HOLD. No-one ever picks up! I have never missed a payment in the last 2 years. I hear this company is a crooked foreclosure company. I guess it's true. They won't even answer the phone to rectify my issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2018-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: ShellPoint Mortgage has known that we have equity over $ 200k on our house since we defaulted on the loan. We tried to come to agreement with them on several occasions but they wanted us to come up with the full amount upfront. Because of that we ended up putting our house on the market and the same time they placed a notice of trustee sale. After getting an offer accepted Shellpoint refused to postpone the Trustee Sale unless we paid in full. We had to submit a complaint through the CFPB in order for them to postpone the trustee sale at the very last minute. After a month of escrow and as our closing date approached, the escrow company contacted Shellpoint mortgage to request the payoff amount. After multiple failed attempts I had to get involved and Shellpoint mortage informed days prior to closing that they couldn't give the escrow company the pay off amount unless they were authorized to do so. This has been super frustrating as they have known for weeks that we were due to close on XX/XX/XXXX. On Monday XX/XX/XXXX I contacted Shellpoint again to request the pay off and I was told that they would provide the escrow company the amount within 48 hours. Two days went by and the escrow company had not received the figures. I called again and spoke to someone who told me it would take them till Saturday the XXXX to get those figures. I told them the closing date was the XXXX and I was given multiple excuses including that their systems were down. I'm so frustrated by the lack of cooperating by this company. It seems as if the only option for them was foreclosing on my property and collecting all the fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92596
Submitted Via: Web
Date Sent: 2018-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Foreclosed on my property while going through trying to get a repayment plan or some kind of help to prevent foreclosure. And they prolonged my paperwork. I have asked to reinstate my loan and they tells me its nothing they can do and I know it is I have called numerous of times begging for them to get it straight I feel like the escalation team did not do a complete review in my account cause if they did they could see I have been dealing with this since XXXX of 2017. I felt like I was being prolong on writing hardships explaining why Im having large sump of being debiting into my account where they can clearly seeing coming from my work place they have the bank statement and my paycheck stub with the same amounts I have worked day in day out to get this account straight. Shellpoint mortgage service had me writing so many hardship letters on stuff that they had from the judge about child support just crazy stuff. They knew exactly what they was doing and as for XXXX XXXX whose suppose to be my case worker didnt know anything he couldnt even tell me what was a I unapplied balance was. Thank to XXXX XXXX she explained it to me and couldnt believe what Shellpoint has done and clearly they seen I was trying to avoid this situation.
Company Response:
State: TX
Zip: 777XX
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home was approved for foreclosure sale on XX/XX/XXXX. Signed by Judge XXXX XXXX on XX/XX/XXXX of the Circuit Court for XXXX XXXX County Maryland. The Order says XXXX XXXX, XXXX, Et Al vs. XXXX XXXX ; Case # XXXX. My house at XXXX XXXX XXXX, XXXX, MD.was sold at at auction on XX/XX/XXXX. Listening to the law firm used XXXX XXXX XXXX, XXXX the advertisement was done before the order. I was told it was legal and other lawyers at Foreclosure hotline say that my house was illegally sold before proper advertising or my notification was done. The mortgage company was Shellpoint Mortgage Services. Also Shellpoint purchased my house at auction before the Order Authorizing Foreclosure sale was issued by the court.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2018-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a property that I had fallen behind on payments due to loosing my ability to work. That mortgage was turned over to Shellpoint mortgage servicing. I entered into a modification agreement with Shellpoint to prevent foreclosure. I also made them aware that the property was being repaired and prepared for sale. I spoke with a point of contact I the loss mitigation department about once a week. I notified that contact when we entered into sales contract around the 1st week of XX/XX/XXXX. I also asked them for a final payoff good through XX/XX/XXXX. Two weeks passed, and I did not receive anything from Shellpoint so I made the request again and the representative assured me it would be emailed this time to prevent any loss in the mail. The second request was also never received. About a week before closing I made a final request one last time and also called the closing company to let them know I did not know the final payoff. The closing company sent me a form which they also requested a payoff good through XX/XX/XXXX. The closing company received a payoff faxed from Shellpoint Mortgage Servicing on XX/XX/XXXX with a perdiem schedule. As planned on XX/XX/XXXX the property closed. On XX/XX/XXXX a payment in full was sent to Shellpoint for the total payoff plus 5 days perdiem. On XX/XX/XXXX I was contacted by Shellpoint on the phone notifying me that I was now another month behind and they would be moving forward with foreclosure. I informed the representative that I had made a payment in full on XX/XX/XXXX and was told no payment was received. I contacted the closing company ( XXXX XXXX XXXX ) and the confirmed the payment was received on XX/XX/XXXX. After I called back to Shellpoint with a copy of the routing # and confirmation I was told that the payment was short around 600.00 for additional fees that were not included in the payoff which was sent to the closing company. The closing company told me to have Shellpoint contact them and they would correct any discrepancy. On XX/XX/XXXX Shellpoint returned the funds to the closing company without my knowledge. A few days after that Shellpoint called to harass me again about the shortage and nonpayment and that is when i found out the funds had been returned. This time I called them back with the closing company on the phone and at this time the story changed again. the representative on the phone now said they had paid additional taxes on XX/XX/XXXX. The closing company also collected the tax money at the closing. The closing company contacted the tax authority to confirm if they had received 2 tax payments and the tax authority informed them they had not. The only tax money received was from the closing company. On XX/XX/XXXX I called back to Shellpoint with the closing company on the line and a copy of the paid tax bill. I was informed the only way to clear the loan was to pay nearly 900.00 in taxes and penalties or they would just keep adding up. Shellpoint also informed me and the closing company that it would take 6 to 8 weeks for them to confirm them to confirm the tax payment and during that time because they returned the payment interest would continue to accrue. The closing company agreed to fund today to stop any interest. As of XX/XX/XXXX no payment has been made to the tax authority. I should not have to pay for Shellpoints mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A