Date Received: 2018-04-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My income was cut by almost 50 % in the past two years. It caused me to fall behind on my mortgage. I applied for assistance with Shellpoint Mortgage and they are now refusing, evading, to review me for assistance. They state I was offered a trial payment in the past and that is the reason. However, I hired an attorney to help me with the process and my attorney states Shellpoint is violating RESPA Regulation X by " evading '' review for assistance. I wish to apply for assistance and Shellpoint is blocking me from doing that. I could not accept the trial they were offering me at the time, but I can now make payments again. There is no reason they should be refusing to help me save my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89166
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing Began servicing my loan in XX/XX/XXXX. I am current on my loan with 2 payments left, final payment due XX/XX/XXXX. When I first started making payments to Shellpoint they were charging me {$720.00} a Month up till XX/XX/XXXX. Then my Mortgage increased to XXXX. I contacted Shellpoint to ask about the increase. They stated that my escrow had came over from XXXX XXXX with a negative balance. I asked for documentation they told me that didn't have to provide that information. In fact that's been the problem with dealing with Shellpoint they never address your issues with your loan. So my reason for this complaint is that Shellpoint servicing sent me a statement datedXX/XX/XXXX with a total amount due of XXXX. - the statement Principle Balance XXXX plus Overdue Payment XXXX. I called Shellpoint on XX/XX/XXXX to ask about two issues. The first was why my escrow had decreased from XXXX to XXXX. Customer service said they had paid my Personal Property Tax on XX/XX/XXXX early. I then asked about the overdue payment didn't even match statements online. Document attached states XXXX. Fees -Late Fees XXXX, Legal Fees XXXX and Other Fees XXXX - On my calculator these Fees equal XXXX. So the customer service person said that she could not tell me why I was being charged Legal fees or other charges and could not confirm why I was been charged XXXX in late charges. She said I would have talk to another department. This loan matures onXX/XX/XXXX I don't have a problem paying what I really owe On XX/XX/XXXX I received a call from XXXX XXXX welcoming me back to XXXX XXXX. I told the guy about these same issues above, he said he could only tell me that my principal balance was XXXX and that all the data from Shellpoint had not uploaded into there system. I began asking him about my loan history from XX/XX/XXXX to XX/XX/XXXX, he said he couldn't access it right then. So I asked him was XXXX XXXX on the record at the XXXX XXXX for being able to legally service this loan. He stated that thats the first thing they do when they start servicing a loan.I told him that I had went to XXXX XXXX Records after my XXXX XXXX Agent hat contacted me in XX/XX/XXXX telling me he could not find anybody on the Record at XXXX XXXX Records servicing my loan. Shortly after that conversation I received a check from XXXX for around 1,100.00 I have been asking Shellpoint Mortgage to provide me with documentation that they are legally servicing my mortgage loan. I'm still waiting and the documents I received from XXXX XXXX Records don't make any since far as the servicers that serviced this loan from the past. I would like a official document from Shellpoint that proves who actually owns this specific mortgage note.I have never been in foreclosure or have never modified this loan. So why am I being charged legal fees and what are these so called other charges of XXXX. I would like statements proving XXXX in late fees. My Mortgage has a grace time due before or on the XXXX of each month. I also want Shellpoint to get my escrow history from XXXX XXXX proving a negative balance when this loan came over to them in XX/XX/XXXX.I Pay XXXX towards Principal and Interest each month with a fixed rate of 7.9 %. This loan is a good example how mortgage servicer 's try to fraud consumers out of there cash. This loan was disputed in XX/XX/XXXX for trying to cheat us out of over 6,000.00 in Principal and Interest due, that they ajusted with the help of Consumer Financial and the Virginia State Attorney 's Office. I have not received any documentation from Shellpoint indicating they are not still servicing this loan. .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24017
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Were being lied to by XXXX XXXX. tell us our payment will be adjusted back down to original amount if we paid an additional XXXX by one XXXX and it remained at the increased amount
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Submitted multiple sets of documentation to Shellpoint overXX/XX/XXXX and XX/XX/XXXXto have loan modified to comps in the area. XXXX XXXX FL homes were # 1 in areas hit hard in the real estate crash ofXX/XX/XXXX. They jerked us around for a year and claimed docs needed to be resubmitted. I want the late charges removed from this account. They falsely claimed docs were incomplete or not received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were sent a letter dated XX/XX/XXXX from our previous mortgage loan servicer, XXXX XXXX XXXX. The letter indicated that service was being changed to XXXX XXXX XXXX on XX/XX/XXXX. The only information we have received on XXXX XXXX is a mailing address and phone number. This is our second new servicer in less than 18 months since refinancing our mortgage. It has been customary that previous servicers provide temporary payment coupons plus a new account number for the loan. There has also generally been a welcome package sent by the new servicer during the transfer period. None of this has been done by XXXX XXXX. According to XXXX XXXX XXXX automated system, it takes 5 days to upload our information from the previous servicer to theirs. When I called today, I was told it takes 7-10 BUSINESS days with no explanation as to why it takes so long. XXXX XXXX indicated that the upload is electronic and would not explain the delay. During this transfer process, we had been refinancing our HELOC. As part of the process, we agreed to use the HELOC to pay off the balance of our mortgage. Now that the HELOC has closed, our bank is unable to get a payoff amount either from XXXX or from XXXX XXXX. As a result, we are being forced to pay daily interest for no reason. It is as though our mortgage does not even exist at this time! Both servicers say there is nothing they can do. This is unacceptable. For any interim period, the consumer should have the right and ability to obtain a payoff amount on a mortgage and make the payment accordingly. Otherwise, the loan servicer has no incentive to upload information in a timely manner. The mortgage details must be available SOMEWHERE during the transition. Finally, one of the servicers should be held responsible for forcing us to pay daily interest when it is not necessary. This interest should be WAIVED during any interim or transfer period. It is clear to us that servicers do not want our loan since we have been paying down the balance and now wish to pay it off in full. There should be restrictions on how often a loan can be sold and serviced by a different company. Otherwise, abuse like this is allowed to occur on a potentially wide scale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02346
Submitted Via: Web
Date Sent: 2018-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX. I am being victim of banking fraud for mortgage since XXXX. My house is in foreclosure and I have applied for loan modification. Lender did not want to help us with affordable payment and we decided to exist the house by doing short sale since they told us they stopped sale date only with short sale application. However, they dont even want to help and lied to us about short sale. We have short sale package and offer is pending review. However, they dont want to stop the sale and counter offer with ridiculous. I believe that California Homeowner Bill of Right Effective XX/XX/XXXX, it added for avoiding dual tracking during short sale or review alternative options. All we need to be fair with us for any decision. They dont approve loan modification nor give us options to exist in peace. We are all retired and old and need peace in mind to exist our house. We want to continue the short sale and they must give us time and effort to help not just want to foreclose. We have spent time to explain that we dont want to foreclose because we need to look for another place to rent. With foreclosure record, it would be tough and hard for us to find replacement house due to foreclosure. Please help us
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: You are aware, counsel that the crime of fraud in the mortgage servicing is against public law and I humbly request an investigation in order to save my property, as my ex-wife did not sign any document committing the subject property. Since XX/XX/XXXX I filed a complaint with the CPFB Case # XXXX XXXX XXXX, this matter has never been resolved. The reason being the pattern and tactics the companies used and continue to apply to invade State and Federal in my case up to Case # XXXX with Shellpoint Mortgage Servicing. May I understand a fair solution Shellpoint provided the CFPB to date in my case? My complaint is that over the years all of the solutions I presented and explored were denied. Moreover, these companies have never presented to the services of your good office a resolution or work on one with me to date. On XX/XX/XXXX, I was in court to postpone the target. The court instructed me to come up with a solution before the XX/XX/XXXX sheriff Sales. In view of the above, the only solution that I have is to pay the full amount of the principle of mortgage note debt of {$20000.00}. I need the sales postpone pending an answer from the FBI office concerning my complaint.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My spouse and I called Shellpoint Mortgage approximately XX/XX/XXXX as we behind 2 months on our mortgage due to me recently being diagnosed with XXXX XXXX. We advised Shellpoint that this was a temporary setback and asked if they have any assistance programs. We were recommended to apply for a modification by the loss mitigation department. We were told a packet of paperwork would be sent out, and we were assigned a point of contact being XXXX XXXX XXXX Ext. XXXX. In the meantime, we did receive the modification paperwork that was time-stamped as being mailed to us on XX/XX/XXXX. However, we also received 4 letters demanding the past due payment amount of {$2900.00}, dated as being mailed XX/XX/XXXX, and an additional 4 certified Notice Of Default And Intent To Accelerate letters dated XX/XX/XXXX. To date we have reached out to our point of contact XXXX XXXX, and have yet to hear anything in return. Our modification packet was filled out and mailed to Shellpoint Mortgage on XX/XX/XXXX, and we followed up with a phone call advising so. Our fear is that we have had almost zero contact with Shellpoint Mortgage since our mortgage was transferred to them from Bank XXXX XXXX in XXXX, until now. And now, only since we contacted them asking for assistance, have we suddenly received letters of default and intent to accelerate letters. It seems like Shellpoint Mortgage is attempting to duel track by offering to assist us in applying for a modification while at the same time, proceeding to move forward in the foreclosure process by sending past due letters and intend to accelerate letters. Since mailing our modification packet and required paperwork back to Shellpoint Mortgage, nobody has yet contacted us. As a side note, some of this struggle began when our mortgage was transferred to Shellpoint Mortgage last year. We were pomised a welcome packet including where and how to make payments. However, it took an excessive amount of time to receive any information from Shellpoint Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02889
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint mortgage servicing refuses to update my credit profile as current with payments. Have reached out to them by phone and email on numerous occasions. XX/XX/2018, current with payments, on XX/XX/2018, instead of reporting current payments they reported as 90-119 days delinquent, then on XX/XX/2018, they reported as 91-120 days delinquent. I have tried to get them to update information correctly and they refuse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60453
Submitted Via: Web
Date Sent: 2018-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Recently XX/XX/2018 shellpoint foreclosed on my home. I paid the account including past due fees. I paid it current to bring it from foreclosure, I had to pay the attorney fees, appraisal fees, etc. Shellpoint sent me a letter stating I owe Attorney fees and my account is still past due. I believe they are scamming me out of my money. I have requested the appraisal report, they refused to send it ... I'm not even convinced that they completed an appraisal of the property because if they did they did realize that the property ( home ) is burned to the ground. I want to know how was my money applied to the Account if everything is still past due and I still owe all those fees. Please investigate this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A