Date Received: 2018-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint " XXXX XXXX '' financial, authorized a ACH withdrawal from my XXXX Checking account in excess of {$3200.00} without my knowing. I made a simple online payment, which I have done every month for several years, where the payment amount is pre-selected as the minimum payment due. The process to pay is very simple and straightforward. There is no keying in of any numbers or information. My banking information is saved and the amount is pre-selected for me. I click submit and the payment goes through for the minimum monthly payment. For reasons Shellpoint can not explain, an amount in excess of {$3200.00} was drafted from my checking account. I have issued a stop payment through my bank at my expense. I have incurred an overdraft penalty at my own expense. I am likely to incur additional financial penalties from other bills that were pending due to this excessive draft wiping out my entire checking account balance. Shellpoint has repeatedly offered no meaningful explanations and admits no wrongdoing of their own. They have confirmed, that the only way to pay additional money is by entering that amount in a separate field which I certainly didn't do. I am not here to argue, I am here as a customer who is a victim of this company. I want my voice heard. This mortgage company was a treachery from the beginning when I bought my home ( for reasons I won't go into ). They should be out of business, period. Not only have I never missed a payment, I paid my mortgage throughout my bankruptcy after dealing with a very difficult divorce. Shellpoint has no right, in my opinion, to hold on to these funds for any period of time. The payment should be void and cancelled, end of story. It is my right and my duty to warn other consumers, through this complaint, that Shellpoint " XXXX XXXX '' XXXX is not to be trusted with online transactions. Shellpoint " XXXX XXXX '' has no meaningful response or explanation at this time. Company is making me go through a process to refund my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33409
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I have been trying to work with XXXX XXXX XXXX for over three years ; I am the Trustor to our deed of trust and have a right to answers. I filed Bankruptcy in XX/XX/XXXX ; and was in Bankruptcy from XX/XX/XXXX-XX/XX/XXXX ; the bankruptcy was successfully discharged XX/XX/XXXX ; with no debts owed. Because XXXX had collected on the Title Insurance we purchased at closing for them in the amount of {$200000.00} ; these entities are known as " hustlers ''. In addition, they used our {$80000.00} we had in equity to securitize into a XXXX XXXX ; XXXX XXXX XXXX or XXXX XXXX/XXXX XXXX XXXX. Since all there settlement agreements with the SEC, FHA and XXXX XXXX XXXX XXXX XXXX have all released the liens and the properties reverted back to the lenders and are all listed as Real Estate Owned, REO property ; which have strict Dodd Frank regulations, Pooling Service Agreement, PSA regulations as to how to remove occupants from resident through open market sales or eviction. But has instead chosen to foreclose on REO property without the authorization of the Master Servicer XXXX or the XXXX XXXX XXXX XXXX, XXXX in which both their Power of Attorneys, PA are attached stipulating their authority and authorization ; the XXXX PA indicates Shellpoint may only ( track/monitor ) " disposition '' ; and XXXX PA outright forbid foreclosing on REO property. Nevertheless, Shellpoint is illegally using their resources and agents to initiate foreclosure proceeding despite their given authority. I contacted XXXX which told me to contact the servicer because they do not get involve with foreclosure proceedings nor initiate them. You can contact XXXX by email at " XXXX '' enter our property address or any property address and they will response within 24 hours with the status of the property. In addition, REO property may indicate the property has already been foreclosed on unsuccessfully which would give the lender ownership ; this seems to be the case since the REO status was given from XX/XX/XXXX-XX/XX/XXXX. At any rate Shellpoint subservicer by law should have our complete file in which all these questions can be answered. Trying to take someone's home after nearly 20 years is a serious matter and nothing to be played with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage is acting in bad faith on a real estate transaction, being criminally negligent regarding a financial matter and illegally inflating property values for the purposes of acting as a foreclosure mill and deny borrower legal right to avoid foreclosure as afforded by CA Homeowner Bill of Rights On XX/XX/XXXX Shellpoint Mortgage advised that their property value on this short sale request came in at XXXX. This value request was based on an agent they hired who is not a XXXX, did not do a property inspection nor did they research the property prior to visiting the home to check if there were any issues with the city against the home which in fact due to the age of the property there are. On XX/XX/XXXX we provided Shellpoint mortgage with the reasons why the property is not worth XXXX which mainly are as outlined below : 1. Major repairs needed as outlined on attached property inspection reports which impair the functionality of the home and must be fixed. 2. Docs from the city requiring work to be performed on the property due to the age of the home. Mainly the fact that the entire sewer system must be replaced due to city regs. 3. Foundation issues on the property as evidenced by reports and pictures. These are major issues which must be addressed and taken into consideration when considering value. A value dispute is SUPPOSED to review these issues. However Shellpoint DID NOT REVIEW any of the city docs nor did they review the property inspection report due to GROSS NEGLIGENCE and CRIMINAL NEGLECT when establishing property value. Instead the INCOMPETENT personnel that did the value dispute ONLY reviewed comps which were NEVER the issue. The issue is and has been the major damage and CITY required REPLACEMENTS which GREATLY IMPACT the value.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX we had a house fire and asked for time to pay due to the fire. We was told to pay and get the house taking care of by our home owner insurance. {$60000.00} was sent to SHELLPOINT MORTGAGE and the repairs where not complete. We told Shellpoint Mortgage the homeowners insurance was having a problem with the completion to finalize the repair. Shellpoint Mortgage told us to get a attorney and all the money to finish repairs are going to be placed on the mortgage account. So after months of trying to get the attorney we started repairs with my XXXX money and again asked for a mortification. Shellpoint Mortgage told us in XX/XX/XXXX they would start the mortification for our home. XXXX XXXX we was hit by Hurricane Harvey. I contacted Fema, Texas Department of Health, our homeowner insurance XXXX XXXX XXXX XXXX XXXX. Everyone put our home repairs including the Shellpoint Mortgaga on hold and started to the Hurricane procedure. Changing our Mortification contract person and asking us to resend all papers to 5 different people at Shellpoint Mortgage. On XXXX XXXX we we were sent the mortification papers once again after sending over 60 papers before XXXX XXXX. XXXX XXXX a attorney sent us some papers from Shellpoint Mortgaga stating they are hired to foreclosure processing against us. I'm XXXX XXXX XXXX a XXXX XXXX Receipt
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested help with Shellpoint mortgage 2 years ago. After they would not give me credit for {$13000.00} that was not applied when they purchased my loan from XXXX in XX/XX/XXXX. I was first told by XXXX XXXX to stop paying my mortgage until they applied my monies from the transfer fund. I now know that should not have happened, but she works for Shellpoint, so she should never had said that to me.i have had 3 modification offers but in each on the {$13000.00}. was never added to the modifications. In XX/XX/XXXX, I was given a trial modification, after Shellpoint put my house up for foreclosure, until I wrote a letter and spoke with XXXX XXXX who was later fired from the company. Put me in the trial modification from XX/XX/XXXX to XX/XX/XXXX. Every-time I made a payment the customer service representative would say I don't have to pay. But I paid anyway. Once I was complete I was told that I would be given a modification that was correct. I was called by XXXX stating that I owed another payment in XX/XX/XXXX and the modification was sent again in XX/XX/XXXX incorrect. Payments still being applied in XX/XX/XXXX.. In XX/XX/XXXX I was ask to send in my bank statements and income to start a modification again. I sent in my end of the year pay check, {$53000.00}. I was told that I did not make enough. I was told by XXXX that I only make {$2100.00} a month and that was not enough for a modification. The underwriter calculation was off, so I fax, mailed and XXXX XXXX my income. I was called in XX/XX/XXXX, to have a inside appraisal done, it was complete and posted on my ledger XX/XX/XXXX. I called XX/XX/XXXX and was told that I was approved for the modification and the underwriter was waiting on approval from the owner of the loan. XXXX XXXX. XX/XX/XXXX, i received a letter that stated XXXX XXXX disapproved the workout, and would not approve the modification.That I can sell my home or give it back to the Owner. My home appraisal was {$260000.00} and could be sold for {$250000.00} in 30 days. Shellpoint says I owed {$220000.00} and that i am in the arrears of {$29000.00}. Because I am not upside down on my loan and there is equity in my home the owner and Shellpoint is denying and have drag out for years and months a lot of simple mistakes and causing me to be further behind on my loan to take my home. I have emailed the CFO XXXX XXXX XXXX and asked for help. No response. Please look in to this situation for me and give me some advice on my next step. Thank you.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2018-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my home in XXXX before the market crashed and put down {$200000.00}. I've been employed by the same company for many years and never had a problem paying my mortgage on time, even when many people let go of their homes into foreclosure between XXXX and XXXX. I became very ill in XXXX of XXXX and had to have XXXX. Because of my XXXX and loss of work I was unable to pay my mortgage with XXXX XXXX XXXX. I was recovering and out of work for several months enduring a lot of hardships with my family. After recovering and returning to work I tried to make an arrangement with XXXX to become current with my loan, but they demanded that I pay the late payments and fees in its totality about {$10000.00}. I told them that because of my loss of work I was unable to come up with a large amount of money but could make payment arrangement. They offered to make an arrangement with me but only for XXXX. This meant my mortgage would go up to almost {$3000.00}. I explained that there was no way that I could afford that payment and take care of my family. XXXX refused to work with me demanding that I pay everything I owed in a lump sum or I had to agree to their payment arrangement. In XX/XX/XXXX XXXX transferred my loan to Shellpoint Mortgage Servicing and they took over the collection. I attempted again to make arrangements with Shellpoint but they demanded that I pay {$22000.00} or face the possibility of loosing my home. I explained to them that I had plenty of equity on the home and that I was able to make payment arrangements if they were reasonable. I offered to give them {$10000.00} in order to lower the debt but they refused unless I gave them a lump sum. Seeing that I was getting no where I decided to contact an agent to sell my home. The property was listed on XX/XX/XXXX. As soon as the property hit the market Shellpoint Mortgage Servicing filed the notice of XXXX XXXX on XX/XX/XXXX after I notified them of my intent to sell the home and pay the debt. They set the trustee sale for XX/XX/XXXX to pay the debt or they would foreclose on my home. Keep in mind that I have a little over $ XXXX in equity which is plenty to pay off the loan and fees owed to them, but Shellpoint Mortgage Servicing and their Agent XXXX XXXX refused to postpone the sale. A couple of weeks after listing my property my agent was able to secure a strong offer and again I attempted to postpone the Trustee Sale but XXXX XXXX and Shellpoint Mortage Servicing have been uncooperative. On Wednesday XX/XX/XXXX a week before the Trustee Sale, I requested the amount I needed to pay to become current with my loan hoping that I could pay and have the Trustee Sale postponed to allow me to close on the sale of my home. XXXX XXXX and Shellpoint told me that getting those figures would take several days and most likely would be over {$28000.00}. Way over the {$22000.00} they initially quoted me.Today friday XX/XX/XXXX I've made several attempts to contact XXXX XXXX to get the the amount to become current without a response. I contacted a customer service rep that informed me that no attempt or communication had been made to postpone my foreclosure by XXXX XXXX. The rep was gracious enough to put in the information into the system requesting the postponement since XXXX XXXX made no effort to do so. I understand that I may not be able to keep my home, but at least I would appreciate the opportunity for them to allow me to sell the home. It is my belief that XXXX XXXX has been working against me by not requesting the postponement of the Trustee Sale after I requested that he contact his supervisors. This is based on the information provided to me by the representative who helped me today. Knowing that the property has equity is my belief that Shellpoint Mortage Servicing and XXXX XXXX don't want me to sell the home in order for them to foreclose on the property and collect the fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92596
Submitted Via: Web
Date Sent: 2018-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In my divorce back in XXXX, my ex husband was ordered to pay the loan to XXXX XXXX. The bank modified the loan and made it a permanent 2 % fixed rate installment loan. This loan was sold from XXXX XXXX to Shell Point Mortgage Servicing. XXXX said he was not notified of the sale or where to send payments. He got his first statement in XXXX and made a payment in the beginning of XX/XX/XXXX. I wasn't contacted by Shell Point Mortgage until XXXX or XXXX making me aware of the fact that there was a past due amount on the loan and that the loan had been sold. I immediately contacted XXXX and let him know a payment needed to be paid and where to mail the payment. He never received a XXXX statement. I have attached documentation explaining all the issues. I know that when a loan is sold the consumer has certain rights. Shell Point Mortgage Servicing has issued two 60 late payments to my credit report which caused me to get denied on a loan application from XXXX XXXX XXXX XXXX XXXX XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold on XX/XX/XXXX. My former mortgage company auto-debited a half payment on XX/XX/XXXX. This payment was debited for a closed mortgage account. The bank was not authorized to take this money. The bank sent me a letter in XX/XX/XXXX notifying me that the mortgage was being sold and that the auto-debit would stop. I contacted the bank. The person on the phone agreed that this payment was not authorized and is sending to a " transfer '' department. It takes three to five business days for the department to review the activity. The bank was not entitled to the transfer. The bank lacks the internal controls to ensure that payments are not auto-debited from closed accounts. The bank will not process a refund immediately. The payment was in excess of {$2300.00}.
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My father passed away in XX/XX/XXXX. I had been residing with him and after he passed, I continued to pay his mortgage until I became ill in XX/XX/XXXX, and fell behind on payments.I received a notice of sale in late XX/XX/XXXX. I contacted the lender to request assuming my father 's mortgage and was informed that I needed to complete Probate to acquire title to the property BEFORE being allowed to apply. In mid-XX/XX/XXXX, I was able to save enough money to hire an attorney to start the probate procedure. We received the earliest hearing date available, which is XX/XX/XXXX however, on XX/XX/XXXX, Shellpoint 's representative XXXX communicated to my attorney that they would not postpone the sale beyond XX/XX/XXXX unless they received a payment of 5 % of the total amount needed to payoff the loan and the Probate Letters of Administration ( giving me title ) to even CONSIDER an application to assume the loan. When my attorney expressed that obtaining the Letters of Administration before XX/XX/XXXX was a physical impossibility, XXXX replied that " you'll need to get creative '' to make that happen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are trying to work with the lender on a short sale after the bank refused to modify. we disputed the value of the property due to them not accepting an offer for less than the full amount. The assigned processor XXXX XXXX has been non-communicative throughout the process, not returning phone calls or emails, regarding the process moving forward. Once the new value was determined, we never received a counter offer or communication on the next steps. My real estate consultant sought out a buyer with a higher offer and obtained one 6 days before the scheduled sale date, on ThursdayXX/XX/XXXX. The offer was emailed in on XX/XX/XXXX. On XX/XX/XXXX, Monday ; No communication with the assigned processor, XXXX XXXX had transpired and the trustee sale is scheduled for XX/XX/XXXX. Notes were placed in the system by her, requesting a revised closing statement and additional documents needed in order to request postponement. This was communicated to my real estate consultant through XXXX XXXX. These documents were submitted to the servicer within the hour, to the loss mitigation email. My RE consultant called XXXX XXXX back and he ask that the documents be emailed directly to his supervisor, XXXX XXXX He said he would check first thing Tuesday morning to see that the docs are reviewed. She received confirmation that they went through at around XXXX Monday night. Tuesday morning, XX/XX/XXXX, my RE consultant, XXXX XXXX, spoke with XXXX XXXX regarding the need for a revised closing statement. She told XXXX XXXX that the requested document had been emailed anf faxed to 2 separate fax numbers. She asked if XXXX would fax to her direct fax number. XXXX XXXX XXXX complied and called XXXX XXXX back to confirm. The customer service rep could not put XXXX XXXX in contact with XXXX XXXX or XXXX XXXX, and told her there is a note in the system that the sale could note be postponed without Management approval. There has been little or no communication from the short sale department throughout the process of this short sale. There is no cooperation happening regarding assistance or even communication on this file. A family is being foreclosed upon needlessly as we have an offer at the servicers full valuation of the property.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92505
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A