Date Received: 2018-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My request for mortgage modification is being processed with Shellpoint Mortgage. They have requested several times the schedule for my taxes reflecting the rental income and expenses associated with the rental property. I've emailed and faxed this information to them several times beginning XX/XX/XXXX until XX/XX/XXXX. Shellpoint was contracted XX/XX/XXXX to verify they received the information, Shellpoint customer service stated they received the email cover page but the IRS Transcript wasn't uploaded in their system were yet, and the document has not been received. I feel Shellpoint is giving me the runaround and is not processing the modification request. There is a pending property foreclosure sale set for my homeXX/XX/XXXX. I've provided them with all requested information and asked them to postpone the property foreclosure sale.. See Attachment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been in foreclosure for about 16 months, in which time I have tried diligently to get a modification, my current rate is very high and the bank has refuse to modification my loan because there equity in the property. they have time and time again ask me to refax document and I have already provided to them only to tell me after 14 months that the loan can not be modified because there is equity in the property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was sold, to a company with very poor reviews. We had never had an issue with our prior company, since the loan was sold they have failed to run payments, cashed cashiers checks for payments yet failed to credit them. We sent a XXXX cashiers check that was cashed XX/XX/XXXX. We sent another XXXX cashiers check that was cashed on XX/XX/XXXX and another XXXX on XX/XX/XXXX that I have verified was cashed but am waiting on the confirmation of the date cashed, believe it was the XX/XX/XXXX. That's XXXX we have received no credit for. Shellpoint says last payment was XX/XX/XXXX. They have made it impossible to refinance to get away from them by reporting us late since XX/XX/XXXX. Shellpoint claims we have an outstanding balance of XXXX yet we have sent XXXX in cashiers checks that have been verified from our credit union as being cashed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have recently lost my job and contacted Shellpoint Mortgage Servicing about any programs/options they may have to assist me. My first contact was shortly after I became unemployed on XX/XX/2018. In this conversation I was informed that there was a pay for two months, then defer two months payment. My second conversation with Shellpoint Mortgage Servicing on XX/XX/2018 led me to first believe that there were NO options to provide me that would help ease the pain and stress of being unemployed. Once pushed, I was forwarded to another customer representative to discuss the options which suddenly became available. The options available are for a 3-month forbearance which will become 100 % due on the fourth month. The fourth month would require 4 whole payments at once! I do not believe this is a viable option that would be of help in relieving the financial burden during a period of unemployment. Having to come up with 4 months of mortgage payments after having been unemployed adds to the financial stress caused by the disruption in income. When asked about the original offer of deferring two months after having made two months payments, the customer service representative told me that my financial backer, XXXX XXXX does not participate in that offer. I am having a hard time believing that there are no viable options that would be of benefit to helping a customer out during a time of financial burden.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for loan modification and the lender keeps saying will submit it for underwriter review. However, it never happened and they called me again and again for the wrong information. They said they need this and that for complete but they never told me when we follow up. All they said they told me being review. Now foreclosure sale is coming and they tried to delay and said they wont be able to review my application due to foreclosure sale date. I want to try to have modification and keep my house and I am old and unable to move out. They are being treated us unfair way
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2018-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LOAN ID : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX THIS LETTER IS TO SUMMARIZE WHY YOU RECEIVED OUR PAYMENT LATE. I HAD MAILED OUT THE PAYMENT ON XX/XX/XXXX. WHEN MY WIFE WENT TO RECONCILE OUR ACCOUNT SHE REALIZED THAT THE MORTGAGE MONEY WAS STILL IN OUR ACCOUNT. THAT IS WHEN SHE CALLED TO SEE IF SHELLPOINT HAD RECEIVED THE PAYMENT. THIS WAS ON THE XXXX OF XXXX. SHE CALLED THE BANK TO SEE IF THEY HAD ANY RECORD OF THE CHECK BEING CASHED. THEY DID NOT. SHE RECEIVED OUR MAIL AND SAW THAT THE CHECK HAD COME BACK IN THE MAIL DUE TO MY ERROR I FORGOT TO PUT THE CORRECT POSTAGE ON IT. SO SHE CALLED XXXX IMMEDIATELY AND MADE THE PAYMENT OVER THE PHONE. THEY INFORMED HER THAT THEY HAD TRIED CALLING TO LET US KNOW THAT THE PAYMENT HAD NOT BEEN RECEIVED. SHE ASKED WHAT NUMBER THEY HAD ON FILE AND THEY TOLD HER XXXX. SHE KNEW THAT YOU HAD THE WRONG NUMBER BECAUSE SHE HAD CHANGED IT WITH SHELLPOINT 6 MONTHS AGO. SO HAD SHELLPOINT CORRECTLY CHANGED THE NUMBER WE WOULD HAVE BEEN INFORMED BY THE XXXX THAT THE PAYMENT HAD NOT BEEN RECEIVED AND THIS WOULD HAVE BEEN HANDLED WITHOUT IT BEING REPORTED AS A 30 DAY LATE TO THE CREDIT BUREAU. SO IN FACT IT IS AN ERROR ON YOUR PART THAT ONE OF YOUR EMPLOYEES HAD NOT TAKEN THAT CORRECT MEASURES TO CHANGE OUR INFORMATION ON OUR ACCOUNT. IT IS BECAUSE OF THIS THAT I AM ASKING YOU TO PLEASE REACH OUT TO THE CREDIT BUREAU AND REVERSE THE LATE REPORTING. WE WOULD NEVER HAVE LET THIS GET PAID A MONTH LATE. On top of all of this we received a letter from the Dept of Taxation and finance on Saturday XX/XX/XXXX that part of our property tax has not been paid since XXXX and they put a 90 day lien on our house. This was supposed to be paid by Shellpoint. Also in XXXX, XXXX and XX/XX/XXXXthey did not pay our homeowners insurance causing us to pay it ourselves when they were going to cancel it. Then in 2016 the issue we thought was resolved with Shellpoint and they lapsed our insurance once again causing us to not be able to get homeowners insurance with XXXX again a company I have been with since XXXX. We then bundled our insurance with XXXX, and they did not pay that as well. The only insurance company that would insure us was XXXX XXXX PLEASE HELP US TO KEEP OUR CREDIT IN GOOD STANDING.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10465
Submitted Via: Web
Date Sent: 2018-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am in the process of completing a loan modification with Shellpoint Mortgage Services over the past 6 months. I was approved for the loan modification after providing documents and personal information. I was then told by my assigned Shellpoint single point of contact ( XXXX XXXX ) that my interest rate would remain at 3 % for the loan modification. She said all I needed to do was pay my 3 monthly trial payments and then I would received the loan modification document in the mail to sign and then start payment on my modified mortgage. I just received the loan modification document ( XX/XX/XXXX ) and the interest rate is at 4.5 %. That is 50 % higher than I was told it would be and I have to sign the loan modification document and send them back by XX/XX/XXXX or my home goes into foreclosure. I also made 3 trial payments totaling {$6300.00}. I feel I have been 'bait and switched '' with a promise of a low interest rate and now have no choice but to enter into this modification. I already paid {$6300.00} in trial payments under the promise that the modified mortgage would have a 3 % interest rate and if I walk away my house would go into foreclosure. This was an attempt to deceive me into paying my trial payments without giving me a choice but to accept a high interest rate for the modification. I spoke with XXXX XXXX ( Shellpoint Loss Mitigation Supervisor ) on XX/XX/XXXX and he told me that he would notify the investor of my situation but has never seen them change an interest rate in a loan modification. He said this would take at least 15 days which is after my signed loan modification is due anyway. I have been deceived by Shellpoint Mortgage Services and put in a terrible position. Please rectify this situation by lowering the interest rate to 3 % on the loan modification.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 08053
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: MY MOTHER TOOK OUT A LOAN WITH XXXX ON XX/XX/1998 AND HAD SINGLE LIFE INSURANCE ON THIS LOAN IN CASE OF HER XXXX WHERE THE LOAN WOULD BE PAID OFF SO THAT MY VETERAN FATHER WOULDN'T HAVE TO WORRY ABOUT ANYTHING. LAST XXXX THE LOAN WAS TRANSFERRED TO SHELLPOINT MORTGAGE AND SHE WAS TOLD THAT THE INSURANCE CONTINUED WITH THE NEW COMPANY AND NOW THAT SHE HAS XXXX THEY ARE SAYING THAT IT WASN'T TRANSFERABLE AND THEY NEVER TOLD HER OTHER WISE AND NOW SHE HAS XXXX XXXX.
Company Response:
State: PA
Zip: 188XX
Submitted Via: Web
Date Sent: 2018-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was offered a short sale from the previous servicer XXXX XXXX on XX/XX/XXXX in the amount of {$230000.00} The short sale was approved and ready to close by XX/XX/XXXX. The servicing of my loan changed to XXXX XXXX XXXX XXXX on XX/XX/XXXX and the new servicer failed to honor the previous servicers approval of a short sale. I resubmitted said package to the new servicer Shellpoint Mortgage Servicing on or around XX/XX/XXXX. However it appears that the servicer and their counsel were engaging in dual tracking in that while I was submitting documents to be approved for a short sale again by the new servicer Shellpoint, their counsel made an application for judgment and sale on or around XX/XX/XXXX. The servicer received judgment and sale on XX/XX/XXXX. I had been sent a notice of sale that my property is scheduled to go on sale on XX/XX/XXXX however at the time the sale date was scheduled I had not received a notice as to whether my new request for a short sale had been accepted or denied or an explanation as to why the previous short sale was not honored before the deadline to close expired. I petition the court to stop the sale which was granted and sent the servicer a qualified written request asking why the short sale from the previous servicer was revoked before the timeframe to close expired and also for the NPV analysis used to deny my shortsale in a letter dated XX/XX/XXXX which was sent to my mail on XX/XX/XXXX and received by XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2018-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company that I currently have XXXX XXXX XXXX refuses to give me a statement in the mail concerning my loan payments. They state that they do not have to give me the statement in the mail. I have noticed on several occasions that the balance, and monthly statements are not accurate. I have requested 5 times that they start mailing me statements and they refuse. I have also asked them to send me an itemized list of my account concerning all of my payment since they have taken over my loan, and they have not complied.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: 89523
Submitted Via: Web
Date Sent: 2018-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A