Date Received: 2017-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX Shellpoint Mortgage Servicing phones were not working due to XXXX XXXX, thus, I was unable to make a debit payment as usual. I instead sent XXXX money money orders which was the correct amount, the next day returned receipt. The money orders were sent back. Since XXXX/XXXX/XXXX I have called XXXX frequently without results/resolution. XXXX XXXX attachments XXXX Now, my loan is in default because of my difficulties of communicating with Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2017-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Penn Financial based in XXXX with offices in New Jersey and Maryland sent me a mortgage statement in which I had not pair the month of XXXX. I sent an email back stating that a New Penn Financial agent had approach me and may the payment during the month of XXXX by directly sending the payment to their account. She tells me that even if you have the account number for the payment, no payments are made directly to that account which they never told me. Their payment method is an account linked to their payment services which does not let you pay if they state you own them for more than a month. This payment statement goes against the Georgia Mortgage process which deems on that " To engage in ANY transaction, act, practice or course of business which operates or will operate as FRAUD or deceit upon the purchaser and seller '' is not allowed. It appears that the Mortgage statement looks like its handled by a different company, although for Georgia purposes its all handle by New Penn Financial. I made the payment in XXXX and they are charging me again,. And I missed a payment in XXXX ( one Day ) because they would not operate on the payment directly. It took four days for them to get the payment I made before XXXX XXXX. This has to stop.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dual tracking with ShellPoint, never got back asking for more docs going over multiple times, complete packets gone in. Still setting sale date and proceeding been sold over and over and I have Been trying to resolve since XXXX. No court action from XXXX while turning in modification packs
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They have escrowed my taxes into my account. But I Already paid the taxes. They are trying to say that they dldo paid them I called XXXX county of XXXX. Hey said there is no record of shellpint mortgage paying them. I have spoken with different people, written letters. Nothing has worked. This company is so unorganized. I do n't know how they stay in business. I hope they fix this problem soon. I can not afford to pay what they are asking. I tried to do loan modification. Even that was an ordeal with them. I wish they would help preople. Not just take their money
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Last year on XX/XX/XXXX. My husband XXXX XXXX. We had a XXXX loan with mortgage insurance. I Called XXXX XXXX/XXXX ( spelling ) and informed them. First of all they only record calls they want. I explained that my husband passed suddenly. They would n't speak to me because my name was n't on the loan. Last I looked Calif. was a 50-50 state. When I finally was able to speak with someone they wanted the death certificate. It had n't even been published yet! We were not behind. But I did send them a copy and they signed for it. I was then told I had 3 days to vacate my house or they would send the sheriff to put me out. I got so XXXX I ended up in the hospital with XXXX XXXX. i told them I would need at least 3 months. So as not to become homeless or a bag lady, I sold everything and purchased a substandard home in another state. They told me not to worry about owing on the house because nothing was in my name. Then every month for a year plus they sent me bill after bill while saying they did n't have to talk to me or offer me squat on saving my house there. They said the house was foreclosed on and sold in XX/XX/XXXX at auction. Then Shellpoint mortgage opened an escrow in my XXXX husbands name and has started sending me bills! I called them twice. How illegal is it to open accounts in a XXXX persons name and then harass the widow each month by sending them a bill to their XXXX husband? Each month it rips open the wound of losing my husband. I want them to stop, my health is not great. Their should not be any accounts opened in his name period by any predator, sham companies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 445XX
Submitted Via: Web
Date Sent: 2017-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: in XXXX of this year, XXXX our loan was once again sold. we were previously accepted by XXXX XXXX for a modification in XX/XX/XXXXXXXX with no notification were sold to Shell Point Mortgage. we have been working with the XXXX XXXX XXXX of XXXX XXXX with a contact of XXXX XXXX. she has multiple times along with myself reached out to shell point for assistance in litigation department. months after the purchase we were given a point of contact finally. all paperwork was sent over and over again and sent to underwriting. the income was not correct, they had an old employer never included the profit and loss income and when questioned only apologized and asked to restart all over again. we complied. resent all current paper work. each time we send in new paperwork, something else is now needed. for the last 4 weeks myself and XXXX reached out to shell point to find out where the modification stood. no response. when finally onXX/XX/XXXX shell point finally reached out, they said because three weeks had past we again needed to update. they said that they were affected by the floods in texas and were unable to contact us. on XX/XX/XXXX i resent updated documents, once again no contact back. when we finally spoke with someone after leaving 3 messages, on XX/XX/XXXX XXXX days after last contact, not only were the updated income needed 2 forms now were also in need of resending that were on XXXX on recorded line told to us were in tact and accepted.not once in any of this time were we told about a sale date or sent documentation of this. today on XX/XX/XXXX there was an auction. we are to be homeless, we have tried to work with this company along with the attor. general office to modify this loan. given the hardship we faced with no intent of them ever working back with us. all we want to do, is modify the current loan and keep our children safe. please let us know how we can do this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2017-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX Seller could no longer pay the mortgage on our previous house which was his home.. The owner 's wife had another XXXX and they had a loss of income and XXXX XXXX XXXX triple the payment on the mortgage. So the seller 's started a short sale process. They received and offer of XXXX and the balance was XXXX and a HELOC of XXXX. So with a loss of income. After many months of XXXX requesting documents repeatedly they received an approval for XXXX. After the home inspection was done the property was found to have around XXXX of section termite and repair work to be done. The first buyers walked. So it was put it back on the market. and received another cash offer. Again the amount of work caused these buyer to withdraw their offer. So this time we received another cash offer for XXXX on XXXX/XXXX/XXXX and the loan was sold to Shellpoint Mortgage Servicing and again they are stalling with this offer and Single Point of Contact is not returning calls with in the 24-48 hour guidelines and XXXX XXXX his supervisor has not returned the call. So the short sale is at an empass where comps of sold and active along with the new settlement statement to was provide Shellpoint XXXX instead of XXXX since the buyer is doing all the section 1 termite work.rather than a credit for the work. The house was brokern into last week which Shellpoint was informed and a requestto please approve the short sale. They are again stalling..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2017-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Shellpoint MortgageXX/XX/XXXX-letter to Start trial period for mortgage modification, we were behind because i lost my job and my husband was sick with XXXX XXXX. First payment dueXX/XX/XXXX XXXX-paid first trial payment XXXX-paid second trial paymentXX/XX/XXXXXXXX-called and left message for XXXX XXXX, whom I was told was handling the loan XXXXCalled again spoke to XXXX XXXX, she told me the foreclosure was on hold. XXXX-Received certified and regular mail letter from XXXX XXXX XXXX at XXXX stating the Sheriff Sale was scheduled forXX/XX/XXXX. XXXXSheriff 's department posted notice of Sheriff 's Sale on the front door stating that it was scheduled forXX/XX/XXXX XX/XX/XXXX-Spoke to sheriff 's department regarding sale, told them we have been paying and this should n't be happening. Was told to contact Shellpoint so that they can contact the lawyers office, so the lawyers could contact the sheriff 's department to stop the saleXX/XX/XXXXXXXXSpoke to XXXX XXXX, was told the sheriff 's sale was on hold, and to call the lawyers for further confirmation. XXXX-Spoke to XXXX XXXX XXXX XXXX XXXX was told the sale was on holXX/XX/XXXX-Made 3rd and final trial paymenXX/XX/XXXX-Received letter from XXXX XXXX via certified and regular mail, stating that the Sheriff 's Sale has been postponed fromXX/XX/XXXX toXX/XX/XXXXXX/XX/XXXX-Received letter from sheriff 's department stated that the sale has been adjourned toXX/XX/XXXX XXXXLetter from Shellpoint stating that our hazard insurance has expired and need to obtain new coverage XX/XX/XXXX-Letter from Shellpoint stating that we were not eligible for loan modification due to the fact that our post-modification payment would be greater than our existing payment. The letter gave other potential options to avoid foreclosure XXXX-Called Shellpoint re : letter received. Spoke to XXXX whom tried to forward my call to XXXX XXXX, per my request, but XXXX was unavailable. XXXX informed me that the modification was denied because we had 3 previous modifications. I asked if that was true, why were our payments accepted? And why did I receive a letter asking for proof of insurance? She could n't answer those questions and forwarded me to XXXX 's voicemail, and I, once again, left a message. XXXX-Did n't receive a call back so I called Shellpoint, again. I spoke to XXXX XXXX and asked to be transferred to XXXX XXXX, who handling my account. He tried to forward me, I was on hold for a few minutes. XXXX XXXX returned saying that XXXX no longer worked for the company. I was shocked that I was not notified of this yesterday and asked to speak to someone else. He transferred me to XXXX XXXX. XXXX XXXX told me that our mortgage payment would be 110 % higher and that we cant do it. He said he did n't realize that we made trial payments and he needed to submit a request to the lender for an exception. He told me that we should n't have been given trial payment plan if it was just going to be denied. He told me he would call me back in a few day to let me know if we got the exception, that is was an error on their part. XX/XX/XXXX-Still had n't heard from XXXX XXXX, as promised. I called and was told he was unavailable and transferred to his voicemail where I left a message. XX/XX/XXXX-XXXX XXXX finally returned my call and told me he spoke to supervisor and that they accepted the trial payments so the loan automatically goes to permanent status. He does n't know what went wrong. I asked to speak to supervisor, was told he was n't available but XXXX XXXX assured me he would find out what 's happening and get back to me tomorrow. XX/XX/XXXXDid n't hear from XXXX XXXX, called and was told he was not available, and neither was a supervisor and forwarded to XXXX XXXX XXXX voicemail where I left a message for him to call me back XX/XX/XXXX-XXXX XXXX left me a message on my cell phone, by the time I got to the phone, it had already gone to voicemail. I immediately called back and was once again told that XXXX XXXX was unavailable and left a voicemail. XX/XX/XXXXXXXX XXXX returned my phone call. He told me that he spoke to his supervisor and they need to go to the investor to request an exception for permanent modification. Exact same thing I was told on XX/XX/XXXX. When I mentioned that to him he apologized and said he did n't ' know why he had n't heard back from them. he said it would take 2-3 days and he would call and let me know early the next week. XX/XX/XXXX-Letter from Shellpoint asking for proof of hazard insurance. Stating that if we did n't have insurance we could use their insurance for {$2600.00} annually. XX/XX/XXXX-Called XXXX XXXX, told unavailable, left a voicemail. XXXXCalled Shellpoint and asked for XXXX XXXX, was told he was unavailable but XXXX XXXX was the account representative now. I asked to speak to her. Was on hold for a few minutes then told she was unavailable. I said that I needed to speak with someone immediately. Was transferred to XXXX XXXX. Explained the situation and all previous phone calls, again, he put me on hold and spoke to supervisor. When he returned XXXX XXXX told me that the modification was approved, but resubmitted and denied. He did n't know and could n't figure out why it would have been resubmitted. He was looking into it and said he would call me back the next day. XXXXHad n't heard back from XXXX XXXX, called Shellpoint was told he was n't ' available and forwarded to his voicemail where I left a message. XXXXLetter from Shellpoint stating they did n't ' receive proof of insurance so it was //necessary to place lender-placed insurance coverage on our property. The letter stated that the premium will be charged to our escrow account. Attached was the lender placed evidence of hazard insurance. XXXXStill had n't heard back from Shellpoint, called and spoke to XXXX XXXX, was told that XXXX XXXX was not available, and no one on the team was either. Was told to call backXX/XX/XXXX-Still not a word from Shellpoint, the sheriff sale is creeping up. I called and spoke to XXXX XXXX, who told me that XXXX XXXX was handling the account but she was not available. I asked to be transferred to someone else. He transferred me to XXXX XXXX. After I gave a brief explanation on why I was calling, he went on to tell me the EXACT same thing he told me on 2 previous occasions. When I said that to him, he apologized and by saying, " I dropped the ball on that, I 'm sorry ''. He went on to say that we ca n't get modification because of 3 previous modifications and that is the limit by law, and all he could do was contact the lender and ask for an exception. He said that he would return my call by Friday. XX/XX/XXXX-Did n't hear back from XXXX XXXX. Called Shellpoint and asked to speak to him. Was told he was unavailable. I asked if there was anyone else I could speak to, after I gave a short explanation on my call. Was told that the request came back and it was denied because of 3 previous modifications. I, again, asked to speka to someone in charge because I have been told a million different things. He transferred me to XXXX XXXX 's voicemail. I have left 2 voicemails today for him.
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2017-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom it may concern, On behalf of XXXX and myself I would like to thank you for your assistance on our unique issue. The companies involved are Shellpoint Mortgage Servicing and XXXX XXXX XXXX. All contact names, emails and numbers can be provided On or abouXX/XX/XXXX, We received a letter that our mortgage payment would increase by nearly 115 %. Our payment would go from {$1500.00} to nearly {$3200.00} a month! I tried to get in contact with XXXX XXXX within that week to find out why. All that was originally said was it was increased because of our escrow not being paid. I could not get a straight answer from anyone on the general call line as to why and what could be done. We then got a letter around XX/XX/XXXX from a XXXX XXXX XXXX in regards to our mortgage. I made contact with XXXX XXXX and he was a huge help as he looked into things to find out what was going on. XXXX XXXX went over the facts of our account, the errors that occurred and speculated as to why it happened. It wasnt until we did so that we both learned that the home loan payment should have been around {$1800.00} a month. He explained that the escrow was calculated off of the land value and not the actual house. He stated that this does occur, but there is supposed to be a system of checks and balances that catch that within the first year. But, in our case they did not notify us until going into our third year! XXXX XXXX explained that it should have been caught in their audits each year and could not explain why it was not accounted for. At that time, XXXX XXXX put me in contact to the corporate lawyer. The lawyer did contact me and we had a very brief discussion. He passed the info on to a XXXX XXXX XXXX with Shellpoint. My first attempts to get a hold of XXXX XXXX were not very successful. I kept a log on when I emailed and called her. You are welcome to that log and any proof of calls and emails at any time. It took twelve phone calls and eight emails spanning over two months to finally actually get a response and talk to her. I explained our situation and she listened to what I had to say and unfortunately came back without a real viable solution. Every solution at the time was to increase our payment to eventual payments that we would not be able to afford. She stated that according to her higher ups and account specialists, we could afford it. However, they never really asked what has transpired in our lives since we took out this loan. My wife, has had XXXX not once, but twice and this past XXXX she had a XXXX XXXX which nearly took her life. Over the past few years, our lives have literally been turned upside down. We got deeper and deeper in debt due to medical bills and less work. The stress has been overwhelming, but the one thing we always thought we had, was security in the comfort of knowing we had a roof over our heads and we were safe. Unfortunately, when we got that letter out of the blue this past XXXX stating that our payments would balloon to a staggering {$3200.00} a month you could imagine our reaction. Obviously, with our payments going up it was very concerning that we found out that it was due to a clerical error on XXXX XXXX or Shellpoint side that has caused this and nothing to do with us being at fault. In truth, we know through our conversations that this error does occur, but it is normal to catch after a single year through mandatory internal audits. However, as stated this was not caught until going into our 3rd year on this loan and by that time it had ballooned to a very large amount. The first thing I would have thought we would have had from anyone within this process was some sort of an apology. Instead all we get are people that are more concerned on the bottom line and not the people being affected by this very costly error. At every turn, it seems that the representation that Shellpoint gives is that they just want our house or our money. All we wanted was a viable solution and not an increase of payment of {$300.00} for a few months then an increase to up to another $ XXXX {$1000.00} the following year. We have a 30 year note and thats the only solution? The best anyone can offer is to increase our payment to a point where it is not reasonable to afford? I am not denying that we owe for the negative escrow on our account. But at what cost? We are being punished for merely being a loyal customer who always makes their payments. In fact, since our first house, we have never missed a house payment in over 12 years. My question is, where does our responsibility with this issue really begin and where does New Penns accountability start? Throughout this problem, there has been no accountability for any of this. All we have ever asked was that the company we entrusted to hold our mortgage, represent us with the care we all expect from a company that holds our home. That trust has been severely damaged. At this point, we have a solution that we have been trying to tell Shellpoint. However, once again there is no return calls or emails. Over the past 2 months, I have been leaving messages with XXXX XXXX. Six emails and 8 calls with zero response. I have now started leaving messages with another Shellpoint representative by the name of XXXX XXXX. I have left 2 phone messages with him over the past weeks with no reply as well. In every email and call I stated that this is an attempt to pay! Since when does a company that is put in place to collect debts not call to collect money? We simply can not understand why we are treated as if we caused all this and we dont pay. Furthermore, it is frustrating to try and attempt to pay and not get any type of correspondence in return. Now, on top of all the other problems, Shellpoint is no longer accepting our payments. Each payment that we made over the past two months has been returned. These payments are in full to the signed contract we made when we took out the loan. Their reasoning is that the payment is not in full, including the negative escrow. This has resulted in them turning us over to the credit agencies making it look as if we were no longer making any payment for our home loan. This has hurt us even harder and increased our stress levels even greater, as it has reduced our credit rating so poor that we cant even get a loan to cover the escrow let alone what it is doing to our everyday lives and business. This is just another example of how we have been punished more, for just being a customer. We do have a solution. We are not happy about it because it burdens all the weight of this on us and once again makes XXXX XXXX and Shellpoint hold no accountability or responsibility for the mistake made and the lack of professionalism from Shellpoint. Through a gift, we will be able to pay in full and catch up the account. Therefore, eliminating the negative escrow on this account and bringing us to what our payment should be. Again, in our talks with XXXX XXXX, we believed that payment to be around {$1800.00}. With us making the payment in full, we are asking the following. First, eliminate all late fees and penalties on our account starting at the point of origin in which that was enforced. Second, immediately restore our credit to its original state by removing all negative reporting done on behalf of Shellpoint and XXXX XXXX. Further, by any other means that XXXX XXXX wants to help us with financial relief, as good faith will be appreciated. Respectfully, XXXX and XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2017-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Follow up of complaint ID : XXXX After receiving the answer from CFPB on XX/XX/XXXX that Shellpoint mortgage approve our loan modification, we were excited. I immediately responded to Shellpoint mortgage about our intention to accept the trial period loan medication plan via email. On same day, XX/XX/XXXX, I also sent a written document about my acceptance with my first payment of {$2100.00} via US priority mail. Then suddenly, my family notified me that we have a court hearing for eviction on XX/XX/XXXX at XXXX in XXXX court at XXXX . I was shocked to hear the news and immediately called Shellpoint mortgage. I left message for XXXX XXXX in Escalation department, left message to XXXX XXXX XXXX my single point of contact ) and spoke with XXXX XXXX in customer care department. I informed XXXX XXXX about the court hearing. I also sent emails to both ( XXXX and XXXX ). Shellpoint mortgage neither return my phone call and nor did anyone answer my email. They decided to leave us helpless and defenseless. Since I am in overseas, I sent documentation to the Judge that I would be unable to attend the hearing. However, my wife attends the proceeding and produced the documents to the Judge which were sent by Shellpoint mortgage via CFPB. She mentioned to the Judge that we were approved for loan modification and we already sent our XXXX check. The Judge in her ruling mentioned that she would not rule who own the house but since other party ( XXXX XXXX ) bought the house from State auction, his paperwork supersede our paperwork. Therefore, we had to vacate the house by Tuesday, XX/XX/XXXX. After receiving that judgement, I and my family were heartbroken one more time and lost sleep. I frantically called to all three contact points of Shellpoint mortgage i.e. XXXX XXXX in Escalation Department, XXXX XXXX in Loss Mitigation Department and customer service on XX/XX/XXXX. I left messages for XXXX and XXXX but spoke with XXXX XXXX XXXX in customer care department. XXXX XXXX unsuccessfully tried couple times to speak with XXXX XXXX XXXX since he is my single point of contact. Finally, XXXX XXXX assured me that XXXX would call me back within 24 hours. I also sent an email to all point of contact. On XX/XX/XXXX since I did not hear from anyone, I called Shellpoint mortgage again and spoke with XXXX XXXX since XXXX was still unreachable. I insisted to speak with XXXX supervisor XXXX XXXX. She transferred me to his voice mail and I left message that we have less than 24 hours to vacate the house. I have yet to hear from any one of them. We are a victim of Dual Tracking which is prohibited by US law. In the meantime, even though my first loan modification trial payment is not due until XX/XX/XXXX, I sent 1st check with the signed documents. I wrote a clear instruction not to deposit it until XX/XX/XXXX. I thought, since I live overseas and it takes time to send & receive mails, I do not want to be late of my first payment. Shellpoint ignores my request too and deposited the check on XX/XX/XXXX. We almost paid half a million dollars of mortgage payments since XX/XX/XXXX in a {$270000.00} home and spent another $ XXXX for home improvement about two years ago. I hope CFPB will pursue this matter since this is a clear violation of Dodd-Frank Wall Street Reform and Consumer Protection Act of XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A