Date Received: 2017-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to a new company that uses a servicing company called Shellpoint Mortgage Servicing. I tried to call them to get details for paying my payment. I tried every option but all ask for my ten digit phone number on file. I tried every phone number that I have had for the last 30 years. It will not let you speak to someone without the correct phone number. I mortgage payment is due in less than fifteen days and I am not sure where to send the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95610
Submitted Via: Web
Date Sent: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I experienced a hardship which caused me to fall behind on my payments. My lender Shellpoint has ignored my plea for help and have not reached out to see if there is anything I can do to avoid foreclosure and get back on track with my payments. I have never been provided with any forms or packets in respect to applying for assistance. I have always been the one to reach out and am being told there is nothing they can do for me. I have never been appointed a point of contact, I have pretty much just been ignored since I fell behind. Had I not reached out to Shellpoint myself, who knows if they would have ever called me. I had heard stories of other lenders who try and help the borrower but not in my case. I strongly feel my rights are being violated and that unless I take legal action there is nothing else I can do about it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91303
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been dealing with Shellpoint mortgage servicing for more than 6 months on a loan modification that they have yet to complete and continue giving us the run around. We had our loan purchased by shell point without our involvement. Shortly after they took the loan over we started a loan modification. This company has pushed us off on one point of contact to another and will not complete the process. We have submitted the same paper work they request no less than 5 times and we have dealt with no less than 5 different points of contact. Each time we near the end of the process and complied with all of their unreasonable demands they hand us off to another person who tells us that we didnt get the proper paper work into them in time and that we would need to start the process over again. I have spent hundreds of dollars in accounting fees to have multiple P & L statements, have duplicate personal and business taxes faxed to them over and over and over again. With every new point of contact we are handed off to they come up with different guidelines and conflicting information. One example is that more one person would tell us to sign, date and write our loan number on the first page of everything we faxed to them and then we were told that was incorrect and that the second page has to have that information on it. When we started this process, we were told by shell point to not to make our payments as we were working on the modification. Many times, in the first few months we would question them on this and they would say dont make any payments then they continue to drag their feet, outright lie to us and then change the rules in the middle of the game. When I told the 3rd or 4th point of contact that we were told by the ones before not make the payments while in the modification process they said Oh we would never tell you that The next thing we know we received foreclosure papers. We have over {$75000.00} in equity in our home and we believe that they are doing everything in their power to steal our home and equity from us! We were putting the vast majority of the payment money aside. We have {$8000.00} and decided that we should just bring the loan up to date and be stuck with a payment that was very difficult for us to pay. We receive a letter from the attorney handing this case for shell point at the beginning ofXX/XX/XXXX saying that as of XX/XX/XXXX we would have to pay approximately {$8600.00}. To bring the loan current. In the 3rd week ofXX/XX/XXXX I had called shell point and spoke with the 5th or 6th point of contact and asked her how much it would cost us to bring the loan current and she told me {$18000.00}!!!! this amount has over doubled in less than one month time!!!! Regardless of legal fees and interest this figure is insane which makes me believe even more that they are attempting to scam us out of our home! We have contacted and have been working with a financial counselor from XXXX XXXX XXXX of Minnesota and she has been trying to work with shell point to get this resolved. She had informed us that because we are both self-employed they are going to really give us a hard time. Our counselor gave us your website to file this complaint. There was a sheriffs sale of our house scheduled forXX/XX/XXXXof this year which I was at least able to get a postponement until XX/XX/XXXX This whole situation has been waring so badly on both of us that our health has declined drastically due to this stress. Any help in resolving this issue would be greatly appreciated!!! Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55112
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB, I have an investment mortgage with Shellpoint Mortgage Servicing. This loan originated in XXXX. I inquired into having the XXXX removed approx. a year and a half ago and did not continue the process due to the value not meeting the 70 % XXXX requirement. As property values have been on the rise, I decided to try again and called Shellpoint in order to find out the process of having my primary mortgage insurance ( XXXX XXXX cancelled. I requested to be mailed a letter on XXXX XXXX, XXXX. They emailed me a letter that had been issued over a year prior XXXX XXXX XXXX XXXX and said to use it as a guide to have your XXXX canceled. I called them back and requested to be mailed an updated letter of XXXXI cancellation instruction reflecting my current mailing address and current payoff amount. I called on XXXX XXXX XXXX and requested a new letter again be mailed to me as I never did receive the first one. They said they would issue a letter and mail it to me. I called on XXXX XXXX inquiring as to where the letter was because I never did receive one. I was told that they can not mail me a letter because I am unable to cancel my mortgage insurance ; This is what the representative told me : Per XXXX this loan is for a single family detached investment ( it 's actually a townhouse, not detached ). The borrower ( myself ) is not able to request cancellation of XXXX it is not permitted. And that when the mortgage is " midway '', XXXX XXXX XXXX, only then will the mortgage insurance be cancelled. I asked if I can just pay down the mortgage to 70 % loan to value ( XXXX XXXX in order to have it removed and was told that is not possible. Would you please review this matter on my behalf and possibly on behalf of other homeowners as well? Much XXXX, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Shellpoint in XXXX XXXX. I am unable to refinance my home due to a mortgage gap Shellpoint has created by not properly reporting the payment history from when Shellpoint began servicing the loan. Shellpoint began servicing my loan on XXXX/XXXX/XXXX and I was notified XXXX that my loan would be transferred from XXXX XXXX XXXX. When I checked my credit report recently, I saw that Shellpoint was quoting $ XXXX past due entirely inaccurate. I called Shellpoint starting in XXXX XXXX and ascertained that the payment history from previous loan servicer, XXXX XXXX XXXX, was not reported accurately. I faxed over a ledger of detailed payment history from XXXX XXXX XXXX for years XXXX, demonstrating accurate and timely payment history. The representative said she would escalate to a department that handles that and would get back to me within a week. After about 10 days, she reported that the department she escalated to was not the right department and did not have an update for me yet. I faxed over additional information from my bank demonstrating that payments for XXXX were delivered and cashed by former servicer and should be acknowledged by Shellpoint. Moving into XXXX and, I had three phone calls with XXXX, the representative, and two phone calls with her supervisor. I was told that I would have a detailed ledger showing updated payment history and new past due amount. That ledger was still in accurate and not showing all payments made to prior servicer. On XXXX XXXX, XXXX, I faxed over copies of previous servicer 's statements from XXXX and XXXX, demonstrating the mortgage payment amounts ( {$3600.00} and {$3600.00} XXXX because the representative said their accounting department thought my mortgage payment to prior servicer was the same amount as Shellpoint 's {$4000.00}. It is now XXXX and I 'm out of bankruptcy. Even with a XXXX XXXX XXXX XXXX XXXX showing a past due amount to Shellpoint claimed and paid, I have yet to receive an accurate accounting of my payment history. Additionally, Ive made two mortgage payments recently and received no receipt of payment, no statement, and no updates to my online account. And finally, although I am eligible for an XXXX XXXX, without an accurate accounting of my mortgage history, I can not access the refinance option provided by XXXX
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2017-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted my loan modification paper work by the XXXXdeadline with no response yet. Sale date set for XXXX/XXXX/XXXX. In addition, the amount that is outstanding on the NOD is incorrect with numerous attempts to resolve with no resolution. XXXX XXXX has an insurance check for $ XXXX which approx {$460.00} for XXXX cleaning on the house - the balance to be applied to the mortgage but they have not done anything. Except keep asking for documents they received over and over from the XXXX XXXX XXXX ( e.g. Proof of Insurance, XXXX etc ). They are not deducting the {$4000.00} from the outstanding balance. Not sure their intention.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2017-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing Company is inaccurately applying payments on my mortgage. They have also sent me conflicting payment notices as well as payoff notices. Their Bankruptcy department sent me a ledger which is in conflict with the payment history from the servicing side of the company. Over the last 2 years, they have taken payments and rejected others without explanation. They have even sent back payments to me that belong to other account holders. Based on the above, I can not determine what is due. I wrote them a letter on XX/XX/XXXX and XX/XX/XXXX outlining the errors and attached copies of my bank statement showing payments made. I also included a XX/XX/XXXX notice from the Bankruptcy Trustee that was filed with the court which indicates that there were no objections to the Trustee 's final report, essentially meaning that I paid everything to cure the default. In my letters to Shellpoint, I indicated that I wanted to have the information corrected so that I could apply for loan modification. They have failed to provide a detailed response addressing my concerns or make corrections. Instead, they have rejected my payments and on XX/XX/XXXX referred my loan to XXXX XXXX XXXX law firm to start the foreclosure process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90505
Submitted Via: Web
Date Sent: 2017-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am devastated by the response I received from CFPB. I submitted a complaint, complaint # XXXX. I stated that the person trying to collect may not be a real party of interest. The servicer wrote you all letter and you closed the complaint. Did you even read the letter. I will attach it here. The letter states the loan when in default in XX/XX/XXXX. How can they be foreclosing on a property that is not even 30 days late. In order to say yes I am late I would have to believe a debt is owed to the person attempting to collect and I do n't believe a debt is owed to them by me. I need you all to really look into this for me. The assignment that they submitted to a trust that closed in XX/XX/XXXX. Please see the attached PSA. If you go to the definition of cut-off you will see the Trust cut off XX/XX/XXXX. No non performing loan can go into a trust after that cut off date as it is a violation of IRS code 860 A-J. That could possibly be criminal behavior. Please investigate this. I am contacting the IRS and the FBI on this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2017-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My debt got sold to Shellpoint Mortgage Servicing at the end of XXXX. Since then we have communicated with them twice about the following issue : When we send additional principal payment, they apply it to the monthly principal and interest payment.They essentially prevent early principal repayment. The first time it happened they said we need to use the official slip and write explicitly that it is principal only. We have done that and they continue with the same practice. They are blocking our early debt repayment and I believe this is fraudulent practice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2017-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our firm handled a closing for on XXXX/XXXX/XXXX. On the day of closing, we had a payoff statement from XXXX showing an amount due good through XXXX/XXXX/XXXX. Interest was calculated and added through XXXX/XXXX/XXXX and our check was sent to XXXX in the amount of {$160000.00}. After two weeks passed and the check had not cleared our bank, I contacted XXXX and was told the check was received, but the loan was transferred to Shellpoint, along with our check. Our XXXX tracking notice shows the payoff check was received by XXXX on XXXX/XXXX/XXXX then forwarded to Shellpoint on XXXX/XXXX/XXXX. Shellpoint received the check on XXXX/XXXX/XXXX. I contacted Shellpoint and was told they would have to research the missing check and it would take XXXX business days. When I called back, I was told the payoff was short, and that a payoff statement from XXXX XXXX XXXX firm had been sent to our firm on XXXX/XXXX/XXXX. I was able to find the payoff statement from RAS in our file, which was entered after closing on XXXX/XXXX/XXXX ; so we were unaware XXXX XXXX was involved until after closing. When I spoke to XXXX about this second payoff that was sent to us, she confirmed it was sent on XXXX/XXXX/XXXX, and that because it was sent to us after our closing date, the initial payoff statement from XXXX would be honored. I talked to Shellpoint again and was told they would send me a payoff statement so that I could resend a check. I also contacted XXXX XXXX on the XXXX and was told I would receive a payoff statement as soon as possible. Finally, on XXXX XXXX, a representative from Shellpoint called me and left a voicemail. I returned the call and left a voicemail. XXXX XXXX with Shellpoint called me today told me that our payoff is short by {$4000.00} due to the accrued interest- which is a direct result of Shellpoint 's refusal to resolve this issue. Shellpoint has refused to provide our firm with an explanation or a written payoff statement ; and is instead, attempting to add an additional {$4000.00} to the amount due.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2017-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A