Date Received: 2017-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home was foreclosed while I was in the loan modification process. I was denied one time and the second time, even though I furnish all the required documents, my home was foreclosed. The servicing company was XXXX XXXX, Chief Financial Officer, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, SC XXXX. The Trustee was LAW OFFICE OF XXXX XXXX, as Trustee, XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90713
Submitted Via: Web
Date Sent: 2017-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Currently on my XXXX mortgage servicer ( Shellpoint ) where my loan was transferred to in XXXX XXXX. Concerned that property taxes for XXXX half of XXXX due XXXX XXXX have not been paid. The tax bill was sent to Shellpoint by both myself and the XXXX XXXX XXXX. I have received no confirmation by Shellpoint that the property taxes have been paid. I need to know that they have been paid while I continue to try and have a loan modification or some type of loan mitigation approved that is acceptable and sustainable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2017-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to a XXXX on XXXX/XXXX/XXXX, the judge ruled that we must put our XXXX XXXX condo in Short Sale. I began the process last year in XXXX with XXXX XXXX XXXX XXXX Late XXXX XXXX XXXX XXXX sold the mortgage account to Shellpoint Mortgage Servicing. At that time, I had to begin the Short Sale process all over again under Shellpoint. Since XXXX, I have repeatedly sent the same documents over and over again. They ask for : 1months pay stubs, bank statements, Uniform Borrowers Assistance Form, Dodd-Frank Certificate, Buyer 's Proof of funds, Homeowner Association Statement, 2nd Mortgage payoff letter. Once I ( and my realtor ) send in all of these forms they wait two months and ask for them again. Sometimes they say the forms are not in the file or were lost with the old case manager, and sometimes they say that the forms are outdated and we have to submit them all again. Overall, Shellpoint case managers seem to either be very overloaded or incompetent. Just one month ago, I was told that all documents look good and are being reviewed by the underwriter. As of today, XXXX/XXXX/XXXX, I am told to refurbish many of these documents all over again. It has been a year now since I have started the Short Sale process ( under a judge 's ruling ). I have tried very hard to avoid foreclosure. At this time, I do have a buyer and I 'm scared I may lose them due to the lack of attention to my case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2017-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Payments have been made every month, but Shellpoint Mortgage Servicing has continually claimed it was not paid. It has been months of dealing with this issue and they always ask for bank statement proof that it was paid. It has been emailed over numerous times and they send a confirmation email and then later say that they never received the email. They now say we owe three months when we have made every payment except for the one due in XXXX ( it wo n't allow us to pay just one month, it 's requiring us to make two that we have already paid ). They have given us the runaround for months and have now added an additional " missed payment '' and destroyed our credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19901
Submitted Via: Web
Date Sent: 2017-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: History : We are currently involved in a residential mortgage situation that began with refinancing both our residential property as well as a rental home with XXXX the fall of XX/XX/XXXX with a three year ARM. In the summer of XX/XX/XXXX XXXX was purchased by XXXX XXXX XXXX and our servicing agent changed. Our payment went to the old servicing agents address and was sent back to us. The new serving agent began adding late payment fees and would not accept our payment, telling us that we were already in the foreclosure process. We felt that we had no choice but to file Chapter XXXX in the spring of XX/XX/XXXX to stop the foreclosure process and protect our home and rental property. We had our case dismissed in the fall in XX/XX/XXXX. When we received our first communication from the servicer after dismissing our case, we realized that the servicer failed to adjust our interest rate on both properties in XX/XX/XXXX, and that the LIBOR index rates had actually gone down which would have significantly decreased our payments prior to our decision to file Chapter XXXX. Had we known this it might have affected our decision. In addition, the servicer failed to adjust our rate every year after that, and again, the rates have fallen each year. After numerous inquiries, the servicer made the first ARM adjustment in XX/XX/XXXX and even that interest rate was calculated incorrectly. We filed a complaint with CFPB in XX/XX/XXXX for our personal residence ( Case # XXXX ) and our rental property ( XXXX, XXXX and XXXX ). The servicer for our residential property admitted to the interest rate calculation error in their response to our CFPB complaint. Current Complaint : Shellpoint Mortgage Servicing has not updated our account information reflecting the servicing error they reference in their letter dated XX/XX/XXXX. We are requesting that Shellpoint Mortgage Servicing provide our correct loan balance. Thank you for time and consideration.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a loan modification approved by XXXX around XXXX and before I could make my first payment, I was transferred to shellpoint, then I made a payment and they sent it back, that I had to reapply with them. so I reapplied and have been going through XXXX with this company and have sent a ton of papers there. they also never told my wife anything about foreclosure and told me I was safe that XXXX XXXX had stopped in time to finish all the paperwork. this was fraud and these people do not care and left a message for a supervisor to call and that did not happen either. I also inherited this property from my parents, that is XXXX reason I want to stay here, need help
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 24151
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I started receiving debt collection notices from Shellpoint Mortgage Servicing inXX/XX/XXXX. The debt collector was notified several times by me that the debt was disputed, that I demanded validation, and that its responses were confusing and unclear. InXX/XX/XXXX I notified the debt collector to cease and desist. The debt collector claims I owe three different creditors for the same alleged debt : XXXX XXXX XXXXl, Shellpoint, and XXXX XXXX XXXX. I do not owe any of these entities money. The debt collector claims the original creditor is XXXX XXXX XXXX XXXX XXXX, an operating subsidiary of a XXXX XXXX. No such entity exists. Mail sent to it was returned undeliverable and unable to be forwarded. Representatives at the number given for it stated they had no record of lending me money or a security interest in my home. The debt collector is not registered with the GA Secretary of State to do business in Georgia. The debt collector filed a false document in the property index - an alleged assignment of security deed to it. The debt collector has failed to provide the validation demanded and continues to attempt to collect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Fraud, Robo Signed Documents submitted to The Circuit Court of the XXXX Judicial Circuit XXXX County, Illinois on XXXX XXXX, 2016 case # XXXX XXXX XXXX. I have included a Certified Forensic Loan Audit with an Affidavit for my property XXXX XXXX XXXX, XXXX XXXX, Il XXXX. Shellpoint Mortgage Servicing and its council failed to review documents and files to establish standing and other foreclosure requisites ; filed notarized affidavits which falsely attest to such a review and to other critical facts in the foreclosure process ; and " robo signature '' of documents by parties and council. The wrongful filing and prosecution of foreclosure proceedings which are discovered to suffer from these defects may be cause for disciplinary and other sanctions upon participating council. XXXX XXXX XXXX Master Servicer Loan # XXXX, Shellpoint Mortgage Servicing - Loan # XXXX and its attorneys XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX Mortgage Pass Through Certificates - Regulated by the Securities and Exchange Commision. Note only one example of " robo signing '' and additional fraud is detailed are in the attached Certified Forensic Loan Audit, Assignment of Mortgage via XXXX, which is inactive but was submitted to XXXX County Recorder of Deeds by XXXX XXXX XXXX has XXXX XXXX signing on page 2 of 4 as Assistant Secretary of XXXX and on page 4 of 4, has XXXX XXXX Signing as the Assistant Vice President of XXXX XXXX XXXX. I am request dismissal of case and Quiet Title.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60175
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX & CFPB Re : Shellpoint Mortgage Servicing Loan No. XXXX Property Address:XXXX XXXX XXXX XXXX , XXXX , FL XXXX To whom it may concern, I XXXX XXXX XXXX had a loan with XXXX , XXXX for about 4 years I was notified of the loan transfer to XXXX and at the time of the transfer I was already dealing with XXXX XXXX XXXX XXXX XXXX in the middle of getting a Loan Modification all the paper work was sent to them and I was already having issues with XXXX XXXX XXXX and the paperwork so of course when the loan was transferred to XXXX they didnt have what was sent to XXXX XXXX XXXX so I had to gather all the information again sent it in and was reviewed to be told that it was all expired and to send in new information. Gather all again, and this went on for a while before they finally got everything, took a while once the paperwork went in to get the approval. Got approved and was paying on the Loan Modification, and when I needed to call I could only talk to one person that never answer the phone, tried to call and make payments and such and couldnt because she never answered the phone would leave messages, emails etc. and would take weeks and sometimes months to gets answers. Sometime in XX/XX/XXXX, my ex-husband quit making payments and I was unaware because of the way my loan got treated ( employee loan ) I didnt get calls ( conflict of interest employee loan ) and the loan was coded so I didnt get a lot of things I should of letters, calls, etc. Once the divorce was final XX/XX/XXXX, I attempted to get another Loan Modification to see about getting something cheaper since lost income due to the divorce and had to pay out child support so I am not making the income I was before the divorce. XXXX advised they couldnt get me a Loan Mod because the Investor doesnt want to go cheaper. I even offered a cash payoff of XXXX they wouldnt take that either. I got a call from XXXX XXXX I think it was around XX/XX/XXXX, no verification process, no asking for recording consent, etc., I dont think employees should have loans where they work and the company should save the employee some time and just transfer back out to someone else so they dont have to deal with the hassle you cant even call Customer Service, he wanted to know my intentions advised wanted to keep the house I finally decided to do XXXX XXXX, agreed to XXXX move out assistance, got the paperwork, signed the authorization for my 2nd Mortgage XXXX to settle, on XX/XX/XXXX XXXX emailed me asking if I could call XXXX and get an update. XXXX get around to calling I think about XXXX weeks later, in the middle of all this my truck has given me major issues. I called XXXX to see about the approval letter for the short payoff, when I called I was shocked to learn that XXXX had the approval letter since XX/XX/XXXX and was faxed to them. Which of course by time I called and was advised that is was approved however, was expired so I requested an extension of a month out before the transfer to the new loan company ( servicing transfer ) ; so they granted me an extension to XX/XX/XXXX, when I got to work the next day I emailed an higher rep to advise of my phone call with XXXX and why nothing has been done since they have had the approval since early XX/XX/XXXX, never got a response got an email that said she would get back with me and never got a response to any of it just let it sit and let the loan transfer instead of handling the situation in a proper manner. I even tried to call XXXX XXXX and XXXX XXXX left both message never got anything from XXXX, XXXX called me to attempt to try to tell me that they tried to work with me to which I advised about the email and all she do was apologize for not responding etc, advised her to make sure my file was notated properly and because of their failure to take care of this now I have to deal with a new company now, when the loan was transferred to I was advised by email that it was being transferred with no notice or nothing I believe thats a RESPA violation. Now I have to move on to the new company and hope I dont have any issues. I want you to review this because no employee of ( 18 years ) should have to deal with this type of treatment and unable to do anything when you cant get answers. I have constantly tried to work with SPS. In XX/XX/XXXX-XX/XX/XXXX we were trying to work out a DIL of FCL with cash assistance. XXXX 2nd Lien had it approved sent to XXXX to no avil they dropped the ball again. I called XXXX and had the short pay extended to the end of XXXX, I tried to contact XXXX again to advise and get the ball rolling before the loan was once again transferred to someone else. But of course, they ignored all my calls and emails regarding my loan. All I wanted was to stay in my home but with my financial status and after the divorce I cant afford XXXX a month. XXXX promised me XXXX DIL of FCL Cash for keys. All I want is to get this taken care of and move on with my life. My ex-husband quick making payments and I wasnt aware as XXXX never made collection calls to my home or cell, or advised me. Today in my mail I got an advertisement from an Attorney regarding a Foreclosure of my home. Which I have not received any certified mail of a foreclosure sale by you or the foreclosure attorney and I am pretty sure that per the Mortgage Contract this is part of the process and is not in accordance with State, Federal laws, nor the CFPB. I am herby request that you rescind the FCL Sale of my home to give time to come to an agreement, and have the house ready for move out. I am more than willing to work with XXXX XXXX. And to advise once again this house in is much need of some major repairs, plumbing both baths, kitchen plumbing and needs new counters, boith bathrooms needs to be completely remodeled, needs a new roof, all wood outside of home needs replaced and painted, new paint all inside of home, new carpet, all walls need to be repaired, patched and painted, needs completely new garage door, ceilings in house needs to be repaired due to leaks. If you foreclose on the house and put about 70K in repairs before you can even do anything with it. That doesnt include all the other fees incurred due to the FCL either and the balance of the loan. I propose XXXX cash for keys, DIL of FCL. I really hope that we can come to a agreement and settle this once and for all. So, I can move on with my life. Please contact me ASAP so we can work together to get this resolved since I cant keep my home. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXXXXXXXXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32216
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We contacted the company by phone and they have not resolved the matter. Here is the letter we sent : XXXX XXXX XXXX # XXXX Ladies and Gentlemen : I am writing to demand that you reverse a late-payment entry that you have reported to the three national credit-reporting agencies regarding the above-referenced mortgage loan and that you request those agencies to remove your report. On XXXX XXXX, XXXX, I sent you a payment of {$XXXX}. ( Our monthly payment amount is {$XXXX}. ) The payment was in the form of two checks for {$XXXX} each, one drawn on my personal bank account and the other drawn on the personal bank account of my wife, XXXX XXXX XXXX. In the process of reconciling her account a couple of weeks later, my wife saw that her check had not cleared. I reviewed my account and saw that my check had cleared. ( A copy of the canceled check is attached. The endorsement reflects a date of XXXX XXXX, XXXX, confirming your receipt. ) On XXXX XXXX, XXXX, I spoke by telephone with a representative of Shellpoint Mortgage Servicing and explained that one of the checks had not cleared. I was informed that Shellpoint used an automated system that likely processed only one of the checks. I was told that they would try to locate the other check. ( I provided them with the check details. ) I was assured that this would have no negative implication for my credit score. I called several days later to follow up and was informed that they were unable to locate the check. Accordingly, XXXX XXXX put a stop payment on her check, and on XXXX XXXX, XXXX, I made a payment of {$XXXX} rather than what then was our customary {$XXXX}. I now am applying for a mortgage on another property, and I have been informed that my credit score is about XXXX points below what I believe it otherwise would be due to your having reported the XXXX XXXX payment as late. That should never have been reported as such : I was not lateit was a processing mishap at Shellpoints end. Needless to say, I am not happy about this, and it is holding up and very possibly blocking my ability to obtain financing. Please reverse this late-payment entry and correct this with the credit agencies IMMEDIATELY. Time is of the essence here, because of my pending application for financing. I am at risk of losing the financing and ultimately the property that I am under contract to purchase ( along with my deposit ). I do not want to report this to the FTC, but I will do so if I do not receive a satisfactory response within 24 hours. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Cell XXXX
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2017-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A