Date Received: 2018-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Issue : Loan transferred from XXXX XXXX to Shellpoint Mortgage XX/XX/XXXX. Prior to this transfer ; XXXX was in the process of placing loan in my name only, XXXX XXXX XXXX XXXX, per divorce decree and the approved Hamp loan modification. Prior to completion loan was transferred to Shellpoint. I, XXXX XXXX XXXX am able to provide a timeline of continuous contact for resolve of this matter with XXXX XXXX XXXX , inclusive of today calling twice leaving messages for XXXX XXXX , loss mitigation Supervisor, with no returned call to me as of the time of submission of this letter. XXXX XXXX XXXX spoke with me on XX/XX/XXXXassuring me that Shellpoint will honor the aforementioned XXXX agreement. All paperwork submitted, XX/XX/XXXX. XXXX XXXX stated I will receive paperwork addressed to me, with Shellpoint 's name to re sign with mortgage amount and my name only. Timeframe will be 90 days. Confirmed with letter sent by shellpoint on XX/XX/XXXX ( but in XXXX XXXX 's name ). On XX/XX/XXXX I called to check status hence XXXX XXXX XXXX wants his name off the loan or can force me to sell. On XX/XX/XXXX, XXXX XXXX said I do n't qualify for hamp, I must start trial payment and then my name can be placed on loan, because I have not paid mortgage since XX/XX/XXXX. I was awaiting the documents, as told by XXXX XXXX in XX/XX/XXXX, to sign with my name only, with the XXXX XXXX new mortgage amount and was not told to pay mortgage while shellpoint formulated transition from XXXX XXXX to XXXX XXXX. Shellpoint has not abided by the XXXX agreement of the transparency notice I signed along with quit claim deed and all requested paperwork required by shellpoint. Shellpoint has not been honest and I will lose my home per divorce decree. Shellpoint is unfairly requested a new trail payment and all the records are still in XXXX XXXX name. On this new trail payment one date says by XX/XX/XXXX the amount due XXXX but also says due on the XX/XX/XXXX. No one returned my calls for clarity. I have timeline substantiating records.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX SHELLPOINT MORTGAGE SERVICING is NEGATIVELY AFFECTING MY CREDIT and I am NOT in ARREARS! A few months ago, I switched to a bi-monthly pay system so they actually take half my payment 2 weeks EARLY and the balance on the due date. I have XXXX credit monitoring set up so I just received notification that Shellpoint has been posting derrogatory activity every month since this started!?! I have had numerous complaints about this company fro Day XXXX Why is this company not being investigated for their mistakes and horrible service??? My score has dropped from XXXX to XXXX as a result!!! I WANT THIS FIXED IMMEDIATELY!!
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2018-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Last XX/XX/XXXX, my XXXX year old Aunt XXXX XXXX and I was named as executor of her estate and the home that she lived in her entire life was willed to me. That house is not the problem here as it is completely paid for and there is no mortgage owed on it. However years ago she had another mortgage put in her name that was purchased for my brother. My brother did not have very good credit at the time so she did it as a favor to him. My Aunt deeded this house to my brother, years ago but the mortgage still remained in her name. Because of this deed she did not feel the need to mention the house in her will. My brother has lived in this house for over 30 years however he recently moved to a new location and left his son living in the house with the agreement that he would continue to pay for the monthly mortgage payment. From what I understand back in XX/XX/XXXX my brother found out that the mortgage had fallen behind. He found out that his son was having problems making the payment and he decided to send a check for $XXXX to the mortgage company. This check was sent back to him. From there he tried to contact the company, XXXX XXXX XXXX dba as Shellpoint Mortgage Servicing so that he could find out why his check was sent back. The mortgage had recently been transferred to this company from another company so my brother had never dealt with this company up until this point. When he called in to speak to them and he told them his name, they told him that they could not speak to him because it was not his name on the mortgage. He explained that my Aunt had XXXX XXXX and from what I understand, no one would help him. Finally in XX/XX/XXXX he called me and told me he needed me to try and call them because I was the executor of the will. I did call them and they told me they would need to have a copy of the will and XXXX certificate faxed over to them before they could speak to me. I did this on XX/XX/XXXX and I have a fax receipt confirmation to prove it. I never heard back from them. So after a couple of weeks, I tried calling them again. At that point I was told that the documents that I faxed had not yet been uploaded into the computer so they were still unable to talk to me. So again I waited for a call and never received one. I did not pursue this issue any more as I felt I did what I was asked to do and after all, it wasn't even my house. Then in XX/XX/XXXX both my brother and myself were served foreclosure papers. I immediately responded to the lawyer that was listed on the paperwork and provided proof of my fax to them and was then told to wait for a payoff amount. Well the payoff information finally came on XX/XX/XXXX and it was in the amount of $XXXX which is the principal. $XXXX for Interest. Total Fees? $XXXX. Funds owed by borrower $XXXX. Bankruptcy/Foreclosure Legal Fees and costs $XXXX. In essence $XXXX more dollars than is even owed on the house. Being unable to come up with that kind of money my brother has simply decided to walk away from the house. However what angers me here is that these people did absolutely nothing to try and help him save his home. All they did was ignore him!! So since this house is right next door to my home, I decided to try and contact the mortgage company again to see if there was anything I could do to modify and possibly assume the mortgage. I called there on Wed. XXXX XXXX XXXX and after speaking in great detail to a representative was given the name of a gentleman who was in charge of this case. I was transferred over to his line and received voice mail that specifically said leave your information and you will be contacted back within one business day. Well today is two business days and I decided to try calling back. I spoke to another representative who now told me I had to fax in documents proving who I was. In other words I had to send the will and the XXXX certificate in again. These were the documents that I sent to them in XX/XX/XXXX. I told her I was not going to fax anything until I spoke with the gentleman in charge of the case so once again I was transferred over only to receive his voice mail once again. I left another message, that was this morning at approximately XXXX XXXX and here it is XXXX XXXX and I still have not received a phone call back. It seems to me that this company isn't really trying to help save this home but instead is interested in foreclosing on it. I on the other hand would really like to try and save it and was hoping that you could help me get some answers. I have read reviews about this company and it seems that there a many other people who have experienced shady business practices here. A mortgage company is supposed to offer to help a homeowner save their home before forcing them into foreclosure. This company has shown incompetence from the beginning. I would appreciate anything you could do to help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14206
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been working with Shellpoint for a loan modification or alternatives to save my home from foreclosure. Since XX/XX/XXXX I have been providing all documents requested. On XX/XX/XXXX when calling in for an update, I was informed additional documents were needed. Those documents were faxed in and received by Shellpoint on XX/XX/XXXX per their confirmation but have not been reviewed as of yet because they are now stating that as of XX/XX/XXXX the review has been closed out. I do not understand how they can already close it out if the documents were sent less than 5 days later. In addition, I was never informed that there was any deadline for the documents. I am now facing a foreclosure sale on XX/XX/XXXX and out of options. How is this fair and ethical? If my information was being reviewed for a loan modification and there is a foreclosure sale the lender should postpone the sale while in this review process, however Shellpoint failed to do so as well. All my rights as a homeowner are being violated and I need your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have applied for loss mitigation through our mortgage servicer, Shellpoint, but are continuously denied because, 'the investor does not do modifications '. We got our loan in XX/XX/XXXXand have been trying to get help since XXXX when the HAMP program was still available. This is a conventional loan given by a public lending institution who was legally responsible for providing mortgage assistance to qualifying homeowners. We qualify as we want to keep the home, had a reduction in income due to sickness, and now are on fixed income. We can afford our mortgage but simply need help to get current. Instead the investor who is XXXX XXXX XXXX XXXX ( Investor Code XXXX ) and Shellpoint want to ignore the federal laws and illegally take our home from us. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77015
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, our mortgage company Shellpoint, allowed us to defer two months of mortgage payments due to hurricane Irma. Once deferment was established, Shellpoint sent us a letter explaining that we would need to manually mail in our next two mortgage payments that were due inXX/XX/XXXXandXX/XX/XXXX. In XX/XX/XXXX, we mailed in a check to pay our mortgage payment, as they requested. However, Shellpoint also drew our mortgage payment from our bank account at XXXX XXXX XXXX, using automatic payment system, the payment system they said they could n't use and requested us to mail check in instead. I called Shellpoint on or about XXXX XXXX to advise them that they erroneously drew our payment from our bank after we mailed a check to pay our mortgage payment. In that call, which is recorded by Shellpoint, their employee/representative, suggested that they ca n't mail us back or credit the duplicated payment, but would NOT bill us in XXXX XXXX. I asked representative to confirm this and that the duplicated payment would n't just be applied to principle balance. Representative assured me that duplicate payment would be applied to XXXX XXXX bill. on XXXX XXXX, XXXX, Shellpoint drew automatically on our bank account, after advising they would n't. I called Shellpoint to advise and they said they ca n't do anything to help me and if they were to credit me back, it would take 10 business days. Unfortunately, this will cause our bank balance to fall well below the bills we have already set to pay, causing over 10 NSF charges to hit our account. When I requested to speak with someone at Shellpoint/ manager or supervisor, they sent me to someone 's voice mail. This company has illegally drawn money from our bank account on two occasions now. in XXXX XXXX and in XXXX XXXX. Leaving our family in a critical financial bind and will cause more costs to our family for overdrawn funds. Shellpoint is negligent in their actions and the advice they give their account holders. Also, they do nothing to remedy issues they themselves have caused. I want to register my complaint on Shellpoint mortgage for illegally drawing funds from my account and I want to hold them personally responsible for any and all overdraft charges they will cause or affect on our personal bank account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Please see the annexed complaint with exhibits against Shellpoint Mortgage Servicing. On XXXX XXXX, 2017, Shellpoint previously responded to a compliant filed by the undersigned but the response contained false and misleading statements. The undersigned tried to contact Shellpoint and has demanded information but Shellpoint has ignored the issues altogether.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2018-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX and I had XXXX XXXX and XXXX this year which caused me to become behind on this mortgage. We can no longer afford to keep the home and we are listing it for sale XXXX XXXX. We have tried several times to get assistance and the only options we have received were a very expensive repayment plan that we have managed to keep. Our last payment we made was a few days over our deadline. They took the payment and I called our point of contact and left a message that we needed our repayment plan reinstated. We were told it would be reinstated after the payment cleared. It did clear. But no reinstatement. I went online to schedule our XXXX payment and it says that this loan is 3 payments past due. They did not infact reinstate our repayment plan because if they did I would be able to schedule a payment. I have called and left messages and we never heard back from our point of contact. Its hard enough having XXXX, its even harder when everyone shuts the door on you to get no help. Its hard enough trying to hold onto the property until we sell. There is a lot of equity in our home and it is all I have to relocate and start over so I can maintain my help. I am not asking for a handout. I would like short term forbearance so we can sell. I told XXXX that I would send them the listing agent form that we signed to show its going on market. Still no help, nothing. They will get all their money when they sell. Its very sad that I will have to file chapter 13 just to protect the equity if we get no help. Please help us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94703
Submitted Via: Web
Date Sent: 2018-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage is in violation of CA Homeowner Bill of Rights and is illegally trying to inflate property values to deny homeowner legal rights to avoid foreclosure. At issue is the Shellpoint illegally refusing to acknowledge market conditions and property damage which directly affects the value of homeowner property. Homeowner is trying to sell the property to avoid foreclosure. CA Homeowner Bill of Rights requires lenders and servicers to work with homeowners to avoid foreclosure. By illegally disregarding hard facts about property condition and the fact that this property has been on the market for 238 days with multiple offers that has fallen out due to property condition they are in fact breaking the law by not taking those issues into consideration. Shellpoint is requiring an unreachable and unreasonable price of XXXX for the sale of this home. We are keeping a record of this dispute and will have the option to use this as a record for any potential class action law suits if Shellpoint forecloses and lists this property for sale for anything less than XXXX. This property is NOT worth XXXX and Shellpoint has plenty of facts to back up the true value of the property including recent sold comps and bids for repairs needed for this home but Shellpoint refuses to take that information into consideration. By illegally inflating the property value, failing to realize that a property marketed for 238 days in an area that has an average DOM of 60 days they are acting as a foreclosure mill. Only interested in foreclosing not adhering to CA law in helping avoid foreclosure or working in the standards of real estate law in marketing a property. This is illegal and Shellpoint must immediately cease and desist their foreclosure mill process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have a hard inquiry and my credit report from XXXX XXXX XXXX XXXX XXXX and I did not apply for credit with that company. I have disputed it with XXXX and they did not take it off of my credit report. I also was referred to call XXXX XXXX XXXX by XXXX and they referred me to the XXXX XXXX XXXX in XXXX Florida, and I spoke to a man that told me that a mortgage loan was applied for with an online credit application and that they were going to keep it on my credit report until it 's time limit had expired. I know that it is no big deal, and did not lower my credit score very much ... but it is just the idea of it being on my credit and I am just helpless at having it removed. I have other hard inquiries on my credit report that I am not disputing, but I am disputing this one because it is not mine, and I am being stuck with it on my credit report ... so I only feel that it is fair for them to remove it ... .My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX Fl. phone XXXX ... email XXXXXXXXXXXX ... S.S.No. XXXX ... .thank you for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32909
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A