Date Received: 2018-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX I call to make my normal monthly payment of {$910.00} which was increased from {$900.00} when I tried making the payment through the automatic system did not allow me to proceed with making the payment .... So I call Shellpoint and they told me my payment had increased to {$2400.00} and I ask why so they said my escrow had increase because of a report they hot from XXXX XXXX.. Stating that I owed back taxes and there is a lean in my property ... So I ask them at that time to please overnight XXXX a copy of the the lean and a qualified written report of everything ... I am still waiting. After doing some research I found out that there no outstanding taxes that are due. I found out on my own that they paid an outstanding water bill of {$1800.00} and charging me an additional {$1500.00} per month. So I contacted the NYC water and they are offering a deferred payment agreement up to 10 years ... and because I just had my water main replaced they are also offering a forgiveness problem as well. Leans are only placed on 2 family units or more not one family. There was no communication whatsoever from Shellpoint mortgage company ... they have also added additional money to my account without notifying me if these expenses. {$900.00} up to {$2400.00} is NOT within my budget I seek fairness. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11433
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Back in XXXX of XXXX my mortgage company XXXX XXXXXXXX XXXX sold or transferred my mortgage loan to Shellpoint Mortgage Servicing of XXXX, Texas with out notifying me. At that time I was 3 payments behind on my mortgage and struggling to catch up on my payments. On XX/XX/XXXX I received a intent to foreclose letter from Shellpoint Mortgage which was dated XX/XX/XXXX. I immediately called Shellpoint custome rservice to inquire about this. A service rep by the name of XXXX XXXX instructed me that Shellpoint Mortgage Servicing was intending to foreclose on my home. I told him that I would be receiving some money before XX/XX/XXXX to make the past due payments of around {$9400.00}. XXXX XXXX told me that would be ok and would prevent my home from going to foreclosure ... On XX/XX/XXXX I received the money needed to get my mortgage payments caught up. I then called XXXX customer service to make a phone payment. The rep told me that my home was in foreclosure and she would have to call me back with the past due amount to reinstate my loan. Two days later, I was told my Shellpoint that the amount needed to reinstate my loan would be around {$14000.00}. I was 4 payments past due plus foreclosure fees of about {$2800.00} due to XXXX XXXX, XXXX. I complained but made the payment of around {$14000.00} via the phone. On XX/XX/XXXX I faxed and emailed a dispute letter to Shellpoint Loan Mitigation Dept concerning this matter and requested that they reimburse me the {$2800.00} in foreclosure fees they paid to XXXX XXXX, XXXX. I finally received a certified reply letter from Shellpoint Loss Mitigation on Saturday XX/XX/XXXX denying my claim. Since my loan was reinstated in XXXX, XXXX, I have not missed a payment, Last week I received my XXXX mortgage statement via regular mail stating that I had an overdue payment of {$950.00} plus my monthly payment of {$2200.00} for a total of {$3200.00} that is due by XX/XX/XXXX. I called Shellpoint customer service automated payment line on XX/XX/XXXX to make my payment, they stated that the amount due was {$2200.00} which I paid from my bank account. Later complained to the service rep about the additonal {$950.00} for title fees, which was new to me. Service rep said there was nothing that could be done about it. Appartently, these were additional fees they tacked on from the foreclosure. Please help me. Shellpoint is trying to get me back in foreclosure. My Loan # is XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2018-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Refinanced home with new mortgage company and funds were wire to shellpoint mortgage company on XX/XX/2017 in the amount of {$180000.00} and shellpoint reported to all three credit agencies that didn't make a payment in the month of XX/XX/2017. I called several times to correct and they are refusing to make the correction. They acknowledge funds were received and the loan was paid off but they are refusing to fix their mistake. I have the documents of the payoff that occurred in XX/XX/2017. I called several times starting in XXXX ( asking if they received wire transfer ), XXXX ( saw credit report as being late for XXXX 's payment ), XXXX and now it's caring over into the month of XXXX and can't get shellpoint to fix their mistake.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2018-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Upon purchase of our home we were given a 9.53 % interest rate and were not able to maintain our payments. We fell behind around XX/XX/XXXX and applied for a loan modification. We were recently approved for an increased payment and the same 9.53 % interest rate. Shellpoint services the loan on behalf of XXXX XXXX XXXX AS TRUSTEE FOR XXXX XXXX - XXXX and stated that the investor will not lower my rate and Shellpoint said if I want to keep my home this is what I need to accept
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: THe property was foreclosed in XX/XX/XXXX by XXXX acting on behalf of XXXX XXXX XXXX. XXXX issued debt cancellation and a XXXX which was pocessed on my XXXX federal tax return. Shellpoint Mortgage Servicing started " servicing '' this mortgage in XX/XX/XXXX and sent me several notices. I send them notification that there was no outstanding debt. They sent me documents during XXXX that were in error and admitted in a phone call in XXXX that I was not responsible for the debt. Subseqnently, in XXXX they sent a " corrected '' XXXX showing cancellation of debt in XXXX. This has been filed with IRS even though it is in error. I can not file my XXXX federal taxes until this is resolved. Shellpoint is NOT thoroughly investigating my claim that the debt was cancelled in XXXX. I have contacted Shellpoint Mortgage Servicing by phone and by mail. On XX/XX/XXXX I received an email with two letters stating they are not in error. These letters are in error. On XX/XX/XXXX, I spoke with XXXX who confirmed the cancellation of debt in XX/XX/XXXX. They are sending me a copy of letter that explains this. Somehow in XX/XX/XXXX a list of accounts was transferred from XXXX to Shellpoint and apparently my account was on the list in error.l Shellpoint reference number : XXXX XXXX reference number : XXXX Shellpoint Mortgaging has copies of all the relevant documention showing the XXXX foreclosure and XXXX. Attached is a complete history of the property mortgage activity.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received my permanent modification from Shellpoint Mortgage on XX/XX/XXXX and before I could being to make my first payment, we had a severe Hurricane named Irma and our State ( Florida ) was declared a Federal Disaster Area and due to the Hurricane, many jobs & businesses were closed for many days including my job. The Governor XXXX XXXX announced on National TV that anyone with a Mortgage could receive a deferment up to a year and the payments will be put to the back of the Loan. He also announced that many Creditors/Auto Loans/Credit Cards, etc could defer payments on bills but the Debtor had to call their Creditors and request it. All my credit card companies sent me letters to defer the payments if I needed too without any penalty or interest charges. Being that I sustained damages on my property due to the Hurricane and not able to claim on my Homeowners Insurance because of a very high deductible, I called Shellpoint Mortgage to request 3 months of forbearance and was approved and told that those payments would be added to the back of the Loan. I received the letter dated XX/XX/XXXX approving the forbearance with dates & amounts of the loan from Shellpoint Mortgage. No where in the letter did it mention that the 3 months of forbearance would be due in full in XX/XX/XXXX. In XX/XX/XXXX, I received my Mortgage Statement to my surprise it stated that on XX/XX/XXXX Shellpoint Mortgage hired an Attorney and charged me {$250.00} for Attorney fees, Filing Cost {$250.00} and FC Cost {$250.00} and claims that I am Delinquent on my mortgage payments for XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX which were the months of the forbearance period and they would begin Foreclosure process. I then called Shellpoint Mortgage in regard to this statement and was told that they were sorry for the mistake and would reverse the charges and also they were sorry for the Customer Service Specialist for giving me the incorrect information about the forbearance and I would have to pay the 3 months of forbearance on XX/XX/XXXX. I informed them that I did not have the monies to pay the 3 months of forbearance due to fixing my property damages from the Hurricane. Shellpoint Mortgage told me that the only solution would be a Repayment Loan for the 3 months payable within 12 months. I asked them about deferring the payments to the back of the Loan, and the answer was " No '', so they are in the process of trying to commit me to a Repayment Loan of an additional {$400.00} per month to the current mortgage payment of {$2200.00} payable within 12 months. On XX/XX/XXXX, I saw on the local news station XXXX XXXX, Help Me XXXX, about a person with the same situation as myself and asked if it was lawful of the banks to make us pay back the forbearance payments that occurred because of a Hurricane and being declared a Federal Disaster Area the investigation was found that the Law requires Banks to Defer the payments to the back of the loan if the state was declared a Federal Disaster area, which in our case it was. I therefore contacted Shellpoint Mortgage about the Investigation on National TV and my Specialist sent me an email on XX/XX/XXXX directing me to write a letter to the Escalation Department in reference to my area being declared a Federal Disaster Area and my 3 defered mortgage payments to be placed on the back of the Loan instead of a Repayment Plan. I am currently in the process of the request with Shellpoint Mortgage Escalation Department.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Phone Conversation between XXXX XXXX of Shellpoint and us Date : XX/XX/XXXX at XXXX XXXX During the phone call we asked the same two questions as stated below. At XXXX XXXX said we had not provided the survey they requested so they could not answer our questions. We mentioned to XXXX XXXX, that the cost for the survey and required town/county/state process would be approximately {$14000.00}. We said we just wanted an answer to the two questions, without having to spend {$14000.00} for something that might not happen.
XXXX XXXX said a Partial Release would not require a new loan on our part. We requested something in writing and XXXX XXXX said she could not do that until the survey and appraisal was complete. She then suggested we secure another loan. We responded with we have a 2 % loan now, why should we secure another loan at a 3.25 4.0 % rate.
From : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Submitted my financials and modification request to Shellpoint mortgage several times. I've retired because of bad health, my interest rate is adjusting out frequently and I'm on a fixed income I don't want to loose my home Shellpoint has been difficult to work with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The Complaint that I am filing is about Shellpoint mortgage and the improper communication and treatment of us during trying to short sell our home which resulted in a foreclusure, and then also incorrectly filing credit information claiming that our account is still open with them to this day, when it was closed a year ago. We originally had our loan through XXXXXXXX XXXX. They sold it to Shellpoint. We tried to short sell our home and they did not tell us that we were not approved for a short sale until we had been trying for two years. We brought multiple offers to them and they failed to communicate with us. When we found out that we didn't qualify for a short sale the only option that was left was for us to foreclose. It took shell point 4 years to foreclose on our home loan. In which time we were just waiting around for it to happen. It finally foreclosed last year in XX/XX/XXXX, at which time the account closed. We found out that they were improperly reporting an account open on our credit last year and complained and called them to resolve it. They said that it was resolved. We checked our credit today XX/XX/XXXX and it says that they are STILL reporting that we have an account open with them that is in default. We talked to a Shellpoint manager and he said that this shouldn't be happening, but that's what they said last time and they never fixed it. Because of the way that this company has failed to perform it has hugely affected my family. The foreclosure should not have taken 4 years. My family is not able to buy a home. We are living in an apartment with XXXX kids now waiting for the foreclosure to go off of our credit and whenever we check the account is still listed as open. This is completely unfair credit reporting. We are perfectly able to buy a home and we would have been able to buy one if it were not for their misreporting and lack of communication. We are not even normally the type of people that default on payments and here we are still in an apartment 5 years later because of what this company has done to us.
Company Response: Company believes complaint is the result of an isolated error
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I wish to complain Shellpoint Mortgage & XXXX, XXXX, of Fraud in the servicing of my Home Mortgage product, Loan # : XXXX that I purchased in 1995, located at XXXX XXXX XXXX , XXXX Pa XXXX in XXXX XXXX , Pennsylvania , under the 010 Pa. Code 48.3. And the Federal Laws of the Fraud Enforcement and Recovery Act ( FERA ) enacted in 2009. I am complaining because major Federal laws were violated by my mortgage servicers under RESPA Violations and Foreclosure ; 12 U.S. Code 2605 - Servicing of mortgage loans and administration of escrow accounts, and they continue to get away with fraud and financial exploitation. To date, Im still waiting to obtain information of the actions taken by CFPB since federal laws are violated in my case before the services of your good offices. The companies in my case have failed act on their own solution/s you requested from them that they provided CFPB with working solution within the letter of the laws given my case concern/s what I see as a fair remedy that is part of the record.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19023
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A