Date Received: 2017-09-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX and I had XXXX XXXX at XXXX in 2017. Since then, my wife and I have had a loss of income because of time missed from work and medical expenses. In addition, my medical premium went from {$150.00} to {$600.00} per month. I am currently on my 6th month of XXXX and I have 6 more months to go. I have struggled off and on to keep current with this mortgage, due to my XXXX XXXX, and I have always managed to keep it. However, after this unexpected XXXX and treatment I need help with the 2 payments that are past due. In the beginning of the workout I was given a 12 month repayment plan and I was able to pay back 6 months of it. But it was becoming to difficult to maintain the higher payment. I was working with XXXX XXXX during this process. But in the middle of my repayment plan they cancelled me due to non-payment, which was their mistake. They had 2 different escrow increases for my payment that I was not aware of. So I shorted one of my payments {$100.00} without knowing. They kept sending me letters as if I was the one who messed it up. I did not. I did not default on my repayment plan, they made a mistake. But then I told them that it was not affordable any longer and that I needed some assistance that was closer to my regular payment. I requested medical assistance, and can you believe it? No help for XXXX patients, none. So sad. I begged and pleaded with them that I can only afford my regular payment and that I would like the 2 past due payments placed in a medical forbearance or deferment. They said they do not offer these. Again, I am on XXXX and all I am asking for is that those 2 payments be paid back over 2 years. Or until I am healthy enough after XX/XX/XXXX to move or sell my property. They have not offered me anything I can do while I am on XXXX. They also switched my point of contact to XXXX XXXX, without notifying me. I left him a message yesterday and I no one is helping me. I will file chapter XXXX bankruptcy if I have to, to save this property, I will. But I think it would be easier for everyone if we came up with a reasonable solution that is not so health invasive for me. As I am already overwhelmed and tired from treatment. I am asking for the past payments to be spread our over 2 years. Thanks for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94703
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage service took over my mortgage loan XXXX XXXX. They will not send me monthly mortgage statements because I filed chapter XXXX I requested verbally and by email and they are refusing to send me my mortgage statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I tried to do a Loan modification with shelllpont mortgage. My husband had XXXX. I am having trouble making payments. My interest is at 6 % They refused to help me after waiting over 3 months. Sending in the same paperwork over and over again. They said I had too much equity in my home. You would think this would be a good thing. I have been living in this house for 40 years. I do not wish to lose it. All I am asking for is a lower mortgage payment. Shellpint is obviously making a lot of money off of me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan is serviced by Shellpoint Mortgage Servicing. On XX/XX/XXXX I submitted a Qualified written request to Shellpoint via their email address XXXXXXXXXXXX, I did not receive a confirmation of receipt within the mandated 5 days. On XX/XX/XXXX I re-sent the Qualified Written Request to the same email address, this time I requested a delivery confirmation and read receipt from my email service provider both of which I received. I have previously sent correspondence through the email XXXXXXXXXXXX and it was received by Shellpoint. As of today XX/XX/XXXX I have not received a written confirmation of receipt from Shellpoint or a response to the issues I raised in the QWR. Per the CFPB web site the lender/servicer has five days to confirm receipt of the request and 30 days to provide a written response. I would like the CFPB to assist me in getting a response to my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92660
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was XXXX XXXX for XXXX years and separated. The transition was difficult and finding a new job with new expenses such as XXXX and XXXX expenses made it difficult. I fell behind when I was unable to pay expenses for XXXX and housing difficulties to include leak in house, leak outside house, car care, job transition that was not paying amount needed to live within means. Relied heavily on income tax return to get back on track but entire amount was taken to pay off XXXX XXXX XXXX starr card. XXXX approx. would have been used to catch up on housing mortgage. I never was informed that this amount was taken or to be taken.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our Mortgage was recently bought from XXXX by Shellpoint Mortgage Servicing in XX/XX/XXXXof this year. We received from them in early XX/XX/XXXX a pamphlet of information from them about Points of Contact and way to contact Customer Service. On the day we received this information ( I believe the call was made XX/XX/XXXX ) we called the Customer Service Line as was told that we had a negative Escrow Amount but since we were in Bankruptcy there was nothing more the lady would be willing to talk to us about. So we called the Point of Contact ( XXXX XXXX ) and it went straight to voicemail and we left a message but did not receive a reply. We tried again ~XX/XX/XXXX and when we called XXXX answered right away. We mentioned to her that we were trying to figure out how to go about paying for our Mortgage since there were no clear instructions on the paperwork and I could not pay online due to the bankruptcy. She said that we needed to contact our Bankrupty POC ( XXXX XXXX ) regarding anything tied to the Bankruptcy and that we had to get a note from our Attorney for them to be able to speak with us regarding solutions to the issues with the Mortgage. We then went to our Attorney 's office on XX/XX/XXXX and got a letter from him as requested and faxed it to Shellpoint via the phone number provided the following day. We then called XXXX the following Monday or Tuesday and it went straight to voicemail. A message with all the necessary information was left which included wanted to talk about issues regarding the Bankruptcy, and a Home Repair Escrow that would have been transferred from XXXX. After receiving no response from XXXX the following Monday or Tuesday we called both XXXX XXXX and XXXX and were taken again straight to voicemail. Messages were left according to the instructions and as of now ( XX/XX/XXXX ) I have not heard from them or any representative of Shellpoint Mortgage even though I have reached out multiple times. This is obstructing our families ability to repair our home since there is a Home Repair Escrow Balance and as such is limiting our options in terms of resolving the Mortgage in an amicable fashion with Shellpoint. We have reached out to them multiple times in good faith and it feels like they refuse to work or even talk to us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76001
Submitted Via: Web
Date Sent: 2017-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX We had a house fire. The repair were finished and I was told I would receive all my money to pay for repairs in refund. That never happened. I was told to get a letter with our signature to have the last of the funds put on the mortgage. I said ok. XX/XX/XXXX After HURRICANE HARVEY SHELLPOINT MORTGAGE HAD XXXX XXXX IN LOST LITIGATION TO CALL ME AND STARTED CALLING ME A LIAR AND I NEVER SENT ANY PAPER INTO THE INSURANCE COMPANY THAT PAID FIR THE REPAIR XXXX XXXX IN INSURANCE. XXXX XXXX told me none of this never happen and that Shellpoint mortgage will kick us out for being XXXX people. XXXX XXXX XXXX told me she can not talk to the insurance department. I told XXXX XXXX XXXX I talk to the insurance department and email the insurance department today XX/XX/XXXX and XXXX XXXX, I spoke to loss litigation on XXXX XXXX. I so gave XXXX XXXX XXXX my medical disclosure ( I XXXX XXXX have a XXXX XXXX I can not keep getting upset because XXXX XXXX XXXX hate customers, XXXX XXXX XXXX hates the XXXX, XXXX XXXX want XXXX XXXX to have a XXXX or XXXX. I do not understand what is going on with Shellpoint mortgage and who they hire to do out bound call but this XXXX XXXX is harassing me and my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2017-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please see my complaint # XXXX - I had written regarding the inequity in the counter offer on my short sale. The lender ( Shellpoint ) had two valuations that show the property worth {$37000.00} in XX/XX/XXXX and {$38000.00} in XX/XX/XXXX. They countered at {$80000.00} which makes no sense. In their response which the CFPB shut down, they claim they have a valuation on my property of {$160000.00}. That valuation is outdated and was done in XX/XX/XXXX this year by someone who drove by and never even got out of her car to value the property. Shellpoint did n't even address the fact that there were more recent valuations on hand. Since when do you utilize an outdated value to determine loss mitigation options. I 'm not only disappointed now with Shellpoint, I 'm disappointed with the CFPB for not ever reviewing the information I submitted with the two valuations nor reviewing Shellpoints response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01020
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mortgage Company : Shellpoint Mortgage Servicing Loan # : XXXX The servicing of our loan was transferred to Shellpoint. I had questions about the transfer. On XXXX/XXXX/XXXX I sent a Qualified Written Request to XXXX asking if the transfer was done correctly, was MERS used and who has the title/line. Today is XXXX/XXXX/XXXX. I have not received any response to this QWR. I sent follow-up letters on XXXX and XXXX asking for a confirmation of receiving my QWR. .I have heard nothing. RESPA requires a confirmation within 20 days and a response within 60 days. I have back up for all those letters including proof of delivery using US PS priority mail. I also believe they have reported negative information regarding my credit and status during this period when they should have been working in some reply to my QWR.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2017-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX is servicing my loan. I have been behind on payments since XX/XX/2017. I spoke with them about options to bring my loan current as well as grant me and extension to be able to pay. Everytime I speak with a representative, they tell me something different. They told me I had till XX/XX/XXXX, thus I asked them to send me this information in writting. They refused. They are lying to me each time I speak with them so they can foreclose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91501
Submitted Via: Web
Date Sent: 2017-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A