Date Received: 2018-02-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I send in a response on XX/XX/2017 with no REPLY XXXX XXXX XXXX / SHELPOINT-
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80206
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: See my most recent email to the loan servicer. I do not recall all of the dates that I have contacted the loan servicer, but I began calling them in XX/XX/XXXX, and have called them XXXX times, at times spending XXXX minutes on the phone with them. Most recently I have worked with a supervisor named XXXX XXXX, whom I began speaking with on XX/XX/XXXX, and he said I should hear back from him in XXXX weeks. I called him again XX/XX/XXXX to check on the status after XXXX week of not hearing back from him. They could not get him for me, so I left a message on his voicemail on XX/XX/XXXX requesting a call back asap. XXXX hours later, I did not receive a call back, so I called again today ( XX/XX/XXXX ). They could not get ahold of him yet again, and suggested I email them instead. I've sent the following email, which details my issue. To Whom It May Concern, I need some assistance rectifying discrepancies on my escrow account for my mortgage. I called into your customer service number over XXXX weeks ago, and I still have not received any legitimate assistance. I received an updated escrow analysis, which shows that my mortgage payment will be increasing from $ XXXX to $ XXXX, due to a deficit in the escrow account, which is currently - {$3500.00}. This is a MAJOR increase, and it seems to be misguided. Ive called your customer service department XXXX times over the last XXXX weeks, however I have yet to get any resolution. I now face a $ XXXX increase in my mortgage payment that I have been trying to rectify before being billed for, however the increased bill has already begun as this has been dragged out. Each time I ask for someone to call me back on the status, Im told I can expect a call in 7-10 business days, at which time no call is received, I call again, and am told it will be another 7-10 business days. I NEED AN ANSWER ON THIS ISSUE NOW. Upon reviewing my account activity, I see that my account was in good standing until the activity that occurred XX/XX/XXXX-XX/XX/XXXX. Youll see that a payment was made to the city in the amount of {$5800.00}, then shows a refund received of {$4400.00}, but then this was paid out again. This made the balance negative, and this is what clued me into a problem here. I am aware that my taxes were increased as of XX/XX/XXXX when I moved out of this home and lost my owner occupied tax exemption. This escalated the taxes from $ XXXX to $ XXXX, therefore I expect there to be somewhat of a deficit. Upon further research, Ive found that the payments in your system do not match up with what payments the city received. Ive reached out to my city and received a record of all payments and balances over the last few years ( see attached ). Ive highlighted the payments made for XX/XX/XXXX tax year, as this is where the problem lies. Outlined in the large red box in this document on Page 3. Per this record, they received the following payments ( outlined in Green ) : - XX/XX/XXXX - XXXX XXXX - {$940.00} - XX/XX/XXXX - - $ XXXX XXXX **of which includes a {$380.00} interest charge because you were late making the payments!!!!! ) TOTAL PAYMENTS MADE TOWARD XX/XX/XXXX TAXES ( PER CITY ) - {$6800.00} Per the account activity on your website for my account, you list the following payments made to the city : - XX/XX/XXXX - XXXX Qtr - {$940.00} - XX/XX/XXXX - XXXX Qtr - {$940.00} *** NOT REFLECTED IN THE XXXX RECORDS - XX/XX/XXXX - XXXX Qtr - {$5800.00} - XX/XX/XXXX - - - - - - - + {$4400.00} tax refund report - XX/XX/XXXX - - - - - - - ( - ) {$4400.00} tax refund report TOTAL PAYMENTS MADE TOWARD XX/XX/XXXX TAXES ( PER YOUR RECORDS ) - {$7700.00} These are the questions I have regarding this : 1. What is this tax refund report showing +/- {$4400.00}??? As it is not reflected anywhere in the city records? 2. How/why was a tax payment missed/delinquent, resulting in {$380.00} in interest charges? As my loan servicer, isnt it your job to make all tax payments on-time? Why am I paying for this interest charge that was incurred due to your mismanagement of my tax payments? How can I receive a refund for this? 3. What is this extra payment made on XX/XX/XXXX per your records, that is not reflected on the citys records? Where did that money go? 4. I do not have the escrow projection for XX/XX/XXXX in front of me, but I recall that you estimated my tax payments for the upcoming 4 quarters to be {$1600.00}, XXXX {$1800.00}, XXXX {$1800.00}, {$1600.00}. Where did you get this ~ {$1800.00} figure from for XXXX of the quarters? Upon reviewing my taxes with the city, the current projections is that it will remain at $ XXXX, or $ XXXX. I do not want to pay you a dime more than I need to into this escrow ( given the risk that it will me mismanaged ). Please correct this down to {$1600.00} for all quarters on the projection. 5. As I see it, there will likely still be a deficit ( given that you took this long to adjust the escrow balance despite the taxes having clearly gone up ), but this should be offset by refund of the {$380.00} in interest charges and {$940.00} in extra payments that from XX/XX/XXXX, for a total of {$1300.00}. 6. As I see it, my current mortgage payment should be {$2100.00} {$1000.00} Principle {$400.00} Interest {$65.00} FHA MI {$110.00} Homeowners Insurance {$530.00} Taxes ( XXXX = $ XXXX ) If there is a deficit, Id like to know exactly how much, and would like to settle it. This way I can keep my mortgage payments stable and predictable. After all, isnt that the purpose of a loan servicer - someone that is responsible to service the loan accurately to help the customer have predictable and affordable payments? 7. Why did it take you so long to adjust my escrow when the taxes had clearly gone up?? What good have you done for me as my loan servicer, besides miss payments, incur interest charges, misrepresent my payments, and screw up my escrow balance? I would like to get out of this escrow situation and manage my loan and payments myself. If this is not possible ( due to FHA requirements ), who can I speak with about getting a more competent loan servicer? This is a major problem if a servicer like this is required to service FHA mortgages. Most people with FHA mortgages likely would not have identified the many problems here, and instead defaulted on their loan when the payments suddenly increased by 40 %! Then, upon calling countless times, I was never able to get a straight answer. Today I called yet again ( after leaving a message for a supervisor 24 hours ago and not receiving a call back ), and was told that I should email you, as you may be more responsive to written communication. I cant believe it took me XXXX weeks to find this out. This is so inappropriate and I am appalled that it has taken me XXXX weeks of my hard work to get to the bottom of this, with no assistance from your company. Sincerely Concerned,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02906
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received a hello letter from ShellPoint mortgage, who began servicing my loan. On XX/XX/XXXX, I made the initial mortgage payment, consisting of principal and interest. My monthly mortgage payments are current, and I pay my own property taxes. The problems started on XX/XX/XXXX, when ShellPoint mortgage set up an annual tax escrow account for tax year XX/XX/XXXX. On XX/XX/XXXX, I notified ShellPoint mortgage that my XX/XX/XXXX property taxes would be fully paid by year- end XX/XX/XXXX, and that my taxes have never been subject to an escrow account. ( There were no overdue taxes on account. I have owned my property for decades ). On XX/XX/XXXX, I prepaid the remaining amounts owed on my XX/XX/XXXX property taxes. Effective XX/XX/XXXX, I owed {$0.00} dollars for XX/XX/XXXX taxes. On XX/XX/XXXX, I notified the managing director of servicing, XXXX XXXX, that my XX/XX/XXXX taxes were paid in full, and that no tax payments were owed for the next thirty -days, or anytime soon ; in my area, XX/XX/XXXX tax assessments are not scheduled to be issued until early summer of XX/XX/XXXX. XXXX XXXX requested proof of payments, and provided me with an email address. On XX/XX/XXXX, I sent in the proof of payments as directed, and the following day received confirmation of email receipt ( s ). Nonetheless, on XX/XX/XXXX, I received a threatening letter from the Loss Mitigation Department at ShellPoint mortgage, who falsely claims past due amounts owed, ( which, includes a late payment fee for my XX/XX/XXXX monthly payment, which was timely made ), and threats to call in my loan. On XX/XX/XXXX, I spoke with the servicing department at ShellPoint mortgage, who apparently lacks the necessary power to make adjustments on accounts. On XX/XX/XXXX, I sent ShellPoint mortgage a detailed letter, and re-submitted proof of property tax payments for XX/XX/XXXX, ( via email, fax, and express mail ), and also sent a copy of the delivery receipt for the XX/XX/XXXX, mortgage payment. In my letter of XX/XX/XXXX, I requested the following from ShellPoint mortgage : To be removed from their escrow system, ( no property taxes are due forXX/XX/XXXX, or within the next thirty ( 30 ) days, or anytime soon ) ; that ShellPoint mortgage make all necessary corrections to my account ( ShellPoint mortgage is owed no money ) ; the return of an overpayment made by me on XX/XX/XXXX, for {$460.00} dollars. An error in the ShellPoint mortgage telephone electronic system caused an overpayment on account, which has not been credited or returned. Instead ShellPoint mortgage used the money to fund the alleged escrow account for XX/XX/XXXXpayments, even though full payment has been made. I request that loss mitigation cease and desist from sending harassing and intimidating mail. To date, ShellPoint mortgage has opted to ignore the facts, and the submitted proofs, showing no payments owed on accounts. I request your assistance in this matter. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Please see certified letter dated XX/XX/XXXX. ( enclosed ) After sending my certified letter, I received a mortgage interest statement. ( enclosed ). I also enclosed a copy of my XX/XX/XXXX Chapter XXXX bankruptcy for this home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98310
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: a ) My monthly payment is $ XXXX/mo. b ) I pay my own taxes and insurance. c ) I issued advance payments for {$1700.00} each covering thru XX/XX/XXXX. d ) Shellpoint has my account past due/foreclosure/default for {$28000.00} ( approx ) as of XX/XX/XXXX. e ) On XX/XX/XXXX, I issued two payments ( {$3500.00} tot ) for {$1700.00} each by mail since I could not issue an auto/electronic payment since they have the account in " default '' status. f ) Shellpoing has stated the last payment was received on XX/XX/XXXX covering thru XX/XX/XXXX. g ) Shellpoint has added " forced lender insurance '' for {$5500.00} for XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is interest only mortgage, my interest rate and payment is adjusting to and higher rate. I've requested a mortgage modification with my previous servicer who was XXXX XXXX XXXX. During the processing of my modification request my servicer changed to ShellPoint mortgage. I requested a mortgage modification and submitted financial several times. I feel ShellPoint mortgage isn't processing my documents and updating my file with the requested modification documents I've provided. I would like for ShellPoint to finalize my modification request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX mortgage shows that we are 3 months down we have been caught since our filing in XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For 3 weeks I have been trying to get a repayment plan. I have been waiting on my point of contact to call me with the new monthly payment on the repayment plan. He finally called and told me we could only do a 10 month repayment plan and he would call me on Monday,XX/XX/XXXX to set up the plan. He never called and I called them ( Shellpoint Mortgage ) Tuesday and they informed me that the person I was speaking with did not know what he was doing and should not have told me I could get a repayment plan, because it was less than 15 days from the sale. They said it is nothing they can do. If I would have known 15 days ago I would have demanded a new person to speak with. I hope someone can help, because I don't think this is fair.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Received an Annual Escrow Disclosure Statement stating there was an escrow shortage amount of {$640.00}. The escrow shortage could be paid in full ( {$640.00} ) or paid over 12 months with an additional increase in the monthly payment of {$53.00}. We have chosen to pay over 12 months. When double checking the new amount due on line the payment increase was {$160.00} not the XXXX, a difference of {$100.00}. XX/XX/XXXX Spoke to XXXX XXXX at Shell Point. She or her manage were not able to explain the difference. XXXX XXXX of Shell Point initiated a complaint be filed on my behalf. She would not give me a time reference for a response from Shell Point. XX/XX/XXXX Next mortgage payment is due in 2 days and unsure of how much to pay, feel as I am being over charged and at their mercy. Shell Point mails out mortgage statement on the XXXX of the month for the month they are due. My mortgage is due on the XXXX of the month. Yes I understand their is a grace period, I pay my bill on the due date. I have an excellent credit score and have never in all my many many years have had to deal with a mortgage company that is so confusing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is and Interest only loan, and the payment has adjusted out to {$3000.00} monthly. I 've been trying to modify my mortgage since XXXX 2017. My mortgage server changed before the modification process was complete. I 've submitted financials and a modification request to Shellpoint mortgage several times. They have given me a difficult time asking for the same paperwork I 've already provided to them. I feel they are giving me the run around and they are trying to foreclose on my home. I 'm requesting a fixed rate mortgage and payment for 30 years. Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A