Date Received: 2017-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I applied for a modification due to the financial hardship I experienced in XX/XX/XXXX. Shellpoint mortgage received my mortgage in XX/XX/XXXX became my mortgage Handler. My file was in limbo for over a month because my point of contact left the company and my father not been reassigned once my file was reassigned I submitted all the required documents. However my file still set for over a month without any action as I contacted my new point of contact she informed me that she was working on my phone but never gave me any feedback or anything so I was constantly calling to get feedback on my file. Once you did begin to work on my phone the documents where I dated therefore I was required to provide new documents over again which was the price me another month lag and getting my modification process. Every time that I was informed that my point of contact was working on my file there was never any results after weeks of having required documentation in. Finally I got a letter stating I did not qualify for the modification contacted my point of contact to find out why was that Vice that I qualify for an exception was told that they would put the exception in which took another I would say month month-and-a-half just to get an approval. During is waiting. My mortgage is falling further and further behind my point of contact advised me that she would follow my mortgage to make sure it did not get a sale date for foreclosure. My mortgage did have a sale date for foreclosure in which my point of contact was not aware of I had to advise her up then she told me that my exception for the modification have been approved but she needed her supervisor to sign off on it. I was asking her to please Rush this process as quickly as possible because my home was scheduled to be sold for foreclosure. She told me that she was on top of it and we 'll get it taken care of before that time which is normally a five to seven day time. Well it took over a month and waiting for the supervisor to sign off on it in which my point of contact advised me that that was the proper time frame it was the normal time frame. Which other people in her Department advised me that it only takes 5 days. Who am I waiting. My home was getting closer to the sale date and I had no results once I finally got an approval for the modification my point. My point of contact advised me that I would have to pay three trial periods which would be XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. I agree to the payment of the three trial. Then days before my sale date before my home I was advised by my point of contact that a whole would not be put on my account unless I made my first payment I asked which was a month early then the three month trial. I did n't ask if the payment will go towards my modification she advised me that it would not. I went back and forth trying to get an understanding as to why my account would not be held see me that the investor approved modification and for the time period in which my payments will begin. I was told that the hold would not be put on my account until I made the payment that was required I ask for supervisors I talk with my attorney and talk with Realtors and no one had ever heard of such a thing if I was qualified for the modification the documentation that I received in the mail from shellpoint stated that my modification was approved process was approved and I had to make the payments the three payments for final consideration of final approval of the modification however they supervisor eventually called said that my payment would go towards my modification process I asked why was required for me to pay so far in advance I was advised that it was required because they were putting hold on the home and they wanted to see a good faith payment I went ahead and made the payment however since that time I 've gotten several calls from shellpoint stating that I have a new point of contact my new point of contact reached out to me and said that I had agreed to make Advance payments on my modification process and if I did not make those Advance payment that my modification would not be done. I was never advised that I needed to continue to make Advance payments on the modification is not in writing it 's not on my modification documentation and any place I am not certain what kind of business shellpoint is operating however I am concerned about how my account is being handled and I 'm very concerned about as a consumer how I am constantly getting misinformed information and misleading information I would like my account investigated immediately so this matter does not continue and that no other homeowner goes through such The Strain and hardship XXXX hardship that I have been subject through through my interaction with shellpoint it is very clear that they are not organized and that they are just giving misleading information to get whatever they want from the customer and not following mortgage guidelines I feel that they lack sincere professionalism and treat their customers very rude and disrespectful my account number is XXXX XXXX I have tried to give as much information regarding my concern as possible however if you need to speak to me to get clarity regards to my complaint please give me a call Direct it to XXXX thank you!
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: It seems that Shellpoint does n't have all of their facts straight. ***** XX/XX/XXXX @ XXXX I faxed in 76 pages that were requested *Bank Statements * XX/XX/XXXX Taxes *Explanation Letter on any deposits over {$1000.00} ( I 'm in the rental business! ) * XX/XX/XXXX Social Security Awards Letter *Leases XX/XX/XXXX Rep XXXX -stated my file was under review/sale date on hold XX/XX/XXXX Rep XXXX -stated it was in underwriting still, no sale date. Please check back in 30 days XX/XX/XXXX @ XXXX Rep XXXX -stated underwriting now had requests since they had waited so long to review : *Borrowers Assistant Form pages 1-4 sign/dated * XXXX and XXXX bank stmts *Mortgage stmts for XXXX XXXX and XXXX XXXX *Explanation letter Deposits over {$1000.00} ( given XX/XX/XXXX -they found it ) *Explanation Letter on an old business, signed dated Asked if there was a sale date, was told no. ***** XX/XX/XXXX @ XXXX faxed in ALL of the above docs requested XX/XX/XXXX @ XXXX Rep XXXX XXXX -stated more requests *Needed pers bank acct for XXXX *Letter of Explanation of any deposits over {$1000.00} ( sent XX/XX/XXXX -she found it ) *resend bank statements for XXXX only received 6 out of ten ( I have confirmation they were all received ) * XXXX , XXXX bank stmt for XXXX & XXXX ( sent XX/XX/XXXX ) *Letter of Explanation with a XXXX XXXX XXXX showing zero income and zero expenses for old business *Re-do XXXX XXXX XXXX to show dates to read as XX/XX/XXXX to XX/XX/XXXX instead of XX/XX/XXXX *Current mortgage statement for XXXX XXXX XXXX new monthly expense tracking sheet *No sale date ***** XX/XX/XXXX @ XXXX XXXX faxed in all the requested documents XX/XX/XXXX @ XXXX Rep XXXX XXXX -more requests * XXXX bank stmt for XXXX , ( sent XX/XX/XXXX and XX/XX/XXXX ) * Letter of Explanation about deposits over {$1000.00} ( Given XX/XX/XXXX , and again XX/XX/XXXX ) * XXXX XXXX XXXX to specify which company must say XX/XX/XXXX - XX/XX/XXXX now ( Sent in XX/XX/XXXX as requested-Company name listed at top of XXXX XXXX XXXX ) * Mortgage stmt for XXXX XXXX ( Given XX/XX/XXXX ) XX/XX/XXXX @ XXXX Emailed in all docs requested to XXXX since they were complaining they could n't read some faxes very well, so scanned and emailed. XX/XX/XXXX @ XXXX Rep XXXX -called for an update, said I needed to speak with my single point of contact, she tried contacting her, not available. I was told from my file notes that the day after receiving all of my docs on XX/XX/XXXX ( see above ) which they claim take 4-5 days to upload, there were MORE requests : *Letter of Explanation on deposits over {$1000.00} with a date next to the signature ( date is at top of letter when first written but needed it next to signature? ) Sent XX/XX/XXXX XX/XX/XXXX , XX/XX/XXXX and XX/XX/XXXX -no mention of date needing to be by signature also ) *Bank stmts for XXXX / XXXX for XXXX and XXXX *mort stmt for XXXX XXXX for XXXX *RMA pg 4 with a new date * XXXX -T new date *Dodd Frank with a new date XXXX XXXX XXXX for XXXX / XXXX ***** XX/XX/XXXX -SAME DAY! @ XXXX I emailed all of the requested docs XX/XX/XXXX -Rep XXXX stated new requests : *Explanation Letter for deposits over {$1000.00} signed dated next to signature ( sent XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX ) * XXXX XXXX XXXX signed and dated at the bottom ( not initialed ) * XXXX -T add XX/XX/XXXX to the form -Sale Date of XX/XX/XXXX I asked to be removed since I was complying with all requests ***** XX/XX/XXXX SAME DAY-emailed all docs as requested XX/XX/XXXX @ XXXX Rep XXXX XXXX -more requests * XX/XX/XXXX and XX/XX/XXXX Taxes again *Leases again *2 months bank stmts again for XX/XX/XXXX need XXXX AGAIN -sent XX/XX/XXXX ) *Letter of Explanation of deposits over {$1000.00} AGAIN * XXXX -T re-write as the XX/XX/XXXX looks like XX/XX/XXXX ? It was the line between the XX/XX/XXXX ?! * XXXX XXXX XXXX again- ( sent XX/XX/XXXX and XX/XX/XXXX ) XX/XX/XXXX @ XXXX Rep XXXX XXXX -incomplete file , more docs needed! *pg 4 of the RMA ( received XX/XX/XXXX -okay found ) *Bank stmt for XXXX *Social Security Award Letter ( sent XX/XX/XXXX -okay found ) * XXXX XXXX XXXX statement needs to have Income subtracted from Expenses showing at bottom NET, signed and dated *Letter of Explanation that all properties do n't have HOA fees ( already on RMA ) **** XX/XX/XXXX SAME DAY @ XXXX XXXX XXXX emailed in all requested docs XX/XX/XXXX @ XXXX Rep XXXX XXXX -I called to see if sale date was cancelled and any updates on received documents. Tried to get ahold of point of contact assigned to my file-not available. Since no cancellation, I asked for a supervisor. @ XXXX spoke with supervisor XXXX XXXX XXXX . After going over all my docs I was asked to wait for a call from my point of contacts ( XXXX XXXX ) supervisor XXXX XXXX to call me to go over my file with me since they were all there. My file was still requesting docs already given : * XXXX XXXX XXXX for XXXX XXXX XXXX -already in file *Leases-already in file *2 month bank stmts for XXXX already in file, many times * XX/XX/XXXX Taxes-already in file *RMA sent XX/XX/XXXX Both XXXX and Supervisor could see that all requests were already in my file so asked XXXX XXXX to review and push to underwriting which then the sale date could be cancelled. XX/XX/XXXX @ XXXX Supervisor XXXX XXXX called me and went over all of my docs and stated that there was NO SALE DATE of XX/XX/XXXX anymore, she had reviewed my file and sent it to underwriting now. At this point I was to check in to see if any other docs might be needed from underwriting and if I qualified. But then she said if I did n't qualify they would go through with the XX/XX/XXXX sale date! So it was n't cancelled-dual tracking! XXXX XXXX gave me her direct numbe XXXX XXXX to call her for updates. ***At this point I reported these actions to the CFPB and also into attorneys for Arbrittration to litigate/dispute my case. -I was told to call back on Wednesday if I did n't ; t hear back from XXXX XXXX . XX/XX/XXXX WEDNESDAY left message for XXXX XXXX then called back and spoke with rep XXXX who said the sale date was placed on hold and it would take 3 days to approve as it was in underwriting. NEW UNDERWRITING REQUESTS : *Mortgage stmts again for XXXX , XXXX and XXXX - ( needed a better copy even though they have been with them since the beginning and nothing said ) *Leases for XXXX , XXXX XXXX as they were n't clear enough *Explanation Letter on deposits over {$1000.00}! ( sent so many times stated earlier ) * XX/XX/XXXX Social Security Award Letter ( given from XX/XX/XXXX on ... ) * Hardship Letter again signed/dated *Explanation Letter that subject property was used as a duplex but City shut it down due to lack of proper permits for a duplex from prior owners-in a legal battle that we are paying for therefore, only one unit rented for years. XX/XX/XXXX Arbitration file opened with attorneys XX/XX/XXXX emailed all docs again to Shellpoint even though we went over them all and in file from XXXX -current XX/XX/XXXX XXXX Rep XXXX XXXX said that she could n't get ahold of my point of contact, XXXX XXXX and that this was the new requests from underwriting : *Mortgage stmts for XXXX XXXX XXXX XXXX ( given to them XX/XX/XXXX ) *Leases ( given again XX/XX/XXXX ) Hardship Letter ( given XX/XX/XXXX ) Agreed that all docs are in file ... ***On XX/XX/XXXX I went over every one of these docs with Supervisor XXXX XXXX and she reviewed them in order to pass on to underwriting yet here we were again asking for the same docs again! XXXX XXXX stated she would have my file escalated as everything was there and it was a matter of rather I qualified or not. XX/XX/XXXX Rep XXXX XXXX @ XXXX stated my file was CLOSED XX/XX/XXXX by underwriting because they never received any documents from me! XX/XX/XXXX @ XXXX left message for Supervisor XXXX XX/XX/XXXX @ XXXX XXXX XXXX went over docs with me but said I needed to speak with Supervisor XXXX as XXXX XXXX was not available and would put a message in for her to call me. XX/XX/XXXX @ XXXX Supervisor XXXX XXXX called me and stated that she would re-open my file and cancel m XX/XX/XXXX sale date if I could " MAIL '' her a copy of 3 mortgage statements they were having trouble reading ( XXXX XXXX XXXX XXXX XXXX ) plus a letter stating that the Shellpoint Mortgage statement for one of my properties, XXXX XXXX XXXX XXXX was incorrect on their statement and therefore did n't match my leases and to please correct. XXXX XXXX stated I mail it to Shellpoint Mortgage, XXXX XXXX XXXX XXXX , SC XXXX XX/XX/XXXX Certified mailed these requests to the address given to me above ( Certified Mail # XXXX XXXX XXXX XXXX XXXX ) received by XXXX XXXX on XX/XX/XXXX at XXXX . XX/XX/XXXX XXXX Rep XXXX XXXX stated that she saw that the certified mail was in my file but not reviewed yet and would give notice to XXXX XXXX to cancel the sale date. She said to call back next day, Thursday. XX/XX/XXXX Thursday @ XXXX rep XXXX XXXX checked see if he could reach XXXX XXXX to settle this matter-not available but left her a message. XX/XX/XXXX @ XXXX Rep XXXX XXXX stated she had been assigned TODAY to my file and that I needed to start all over with documents in order to re-open my file! I went through the whole deal with dates, docs ect and my conversations with XXXX XXXX and she decided I needed to speak with XXXX XXXX also. This is when I wrote to CFPB as I was so very frustrated with the mishandling of my file! XX/XX/XXXX @ XXXX left message for XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX said that the certified mail WAS NOT in my file as stated on XX/XX/XXXX and had left a message for XXXX XXXX to call me. XX/XX/XXXX @ XXXX Rep XXXX after hearing my case tried to get a hold of XXXX XXXX but could not so gave me her EFAX XXXX for me to try to get them the certified mail copies I had send that they were now claiming they did n't have. So I enlarged the mortgage stmts even more along with the letter about Shellpoints " error '' on another bank stmt and enclosed it as well and faxed to both Shellpoint loss mitigation and also XXXX XXXX hoping that this would finally settle this. I have an investigation going on with the postal service as well to see if Shellpoint received my certified mail as per my green card returned to me signed by XXXX XXXX on XX/XX/XXXX at XXXX from Shellpoint, XXXX XXXX XXXX , XXXX , SC XXXX . This is the real " DRAMA '' I have gone through with this company and as is plain to see, a complete unprofessionally run company, fraudulent with their dual tracking based on their incompetence while hanging a sale date over my head! This has caused me overwhelming XXXX , undue stress and it still is n't over as I have a XX/XX/XXXX sale date still! This is why I am having attorneys overseeing this as we speak but felt CFPB should be investigating unlawful behavior such as this fiasco! They still have not answered my QWR proving they have legal standing to even be working with me at all. Stating something and providing legal documents are two different things, and they know better!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Lender has not correctly calculated the debt. The Lender is trying to foreclose on a debt that is false, and inaccurate. This is a violation of the Fair Debt Collection Practices Act. In addition, the misstated debt is incorrect as far back as 2006. The interest paid in 2006 XXXX- statements is misstated. Thus the current debt is off by many thousands of dollars. See the Certified Mail sent to Shellpoint Mortgage Servicing, as attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The complete is about XXXX XXXX, who was with XXXX XXXX when the situation started and is now with XXXX XXXX XXXX ( both in North Carolina ). Her current email is XXXX The complaint is that there were either bait and switch tactics, or horrible disclosure of process with incorrect, misleading information. This is in addition to extremely frustrating processes and communication. We had email correspondence on at least the following dates in XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX This is in addition to various phone conversations and possibly additional emails that I may not have saved I originally asked if XXXX 's company, XXXX XXXX, would do a refi at 85 % of appraisal, and if they could do the refi without any seasoning restrictions.She said yes, her company could do that. We were communicating back and forth regarding various paperwork requested throughout XX/XX/XXXX. On XX/XX/XXXX, after 3+ weeks, XXXX told me that they can not do what she said they could do. She says everything is fine, but they need to season the loan for 6 months. The two reasons I started working with her company were the non seasoning promise and the 85 % refi off of the appraised value. We had a conversation on XX/XX/XXXX, and I begrudgingly agreed to wait until the middle of XX/XX/XXXX when the subject property would have passed the 6 month seasoning. After XX/XX/XXXX, I did n't hear anything. On XX/XX/XXXX, I reached back out to XXXX and she told me she had changed companies! She now worked at XXXX XXXX XXXX. I was very disappointed that nobody at either company had notified me of this. I had started working with her, and she again told me they could do the 85 % refi ... and we were closing in on the XX/XX/XXXX date, so I agreed to do the loan with her new company. Over the next couple weeks, paperwork was going back and forth and they sent me the loan docs. I noticed that the loan doc showed not an 85 % refi of appraisal but a 75 %. I contacted XXXX about this and she said she thought I had decided on the 75 % so I could get a lower rate. I said no, I wanted the 85 % ... more time went by, and more paperwork. I received a revised loan doc and it also said 75 %. This was on XX/XX/XXXX. I told XXXX it still said a number that was 75 %. She said she had been unaware that she could n't do an 85 % refi! She said that there was a caveat when refinancing a private loan that she could only do a 75 % refi. I asked her when she learned of that. She said she had learned of it the week before! So, after first sending me a doc at 75 % and saying she thought I wanted that for a lower rate, and then sending me a doc a week after learning that she could n't do 85 %, what else was I supposed to think other than that there is something that just was n't right. I still wanted to see what the numbers would look like. They sent me more documents over the course of XX/XX/XXXX ... asking for much of the same information they 'd asked for before, and then new information ... .wanting me to sign another 45 pages or so. It just became exceedingly clear that this company was unable to efficiently and effectively handle the business. XXXX XXXX XXXX is my profession. I 've never filed a complaint about a lender before. It takes a lot of things to happen for me to take the time to describe the situation. In the course of this process, when XXXX was with XXXX XXXX XXXX, I had asked to speak with her supervisor. She blocked that request, saying she was the main person. I had asked for her to have someone consider doing the loan I had requested, and she refused. I had asked her for more favorable loan terms given the situation, and she refused. She did offer to waive one nominal fee.
Company Response: Company disputes the facts presented in the complaint
State: NC
Zip: 27612
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After paying {$7500.00} to XXXX XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX), {$30000.00} to XXXX XXXX XXXX ( XXXX ), {$5500.00} to XXXX XXXX XXXX ( XXXX ), {$4700.00} to XXXX XXXX XXXX XXXX these companies did not help us obtain a loan modification that we had been seeking for the past 10 years. Prior to getting trapped by predatory lending, we had lived in our home for ten years and paid more than {$230000.00} on our mortgage loan. Six months after we refinanced in XXXX, we were sued by the prior owners of our home. XXXX XXXX issued us a deed with forged signatures. Therefore the deed was invalid. The suit and two periods of unemployment are what started our financial hardship. We had to find {$5000.00} right away and make monthly payments to pay an attorney to have the title cleared. In XXXX, we were only two months payments behind when we asked XXXX XXXX XXXX to put them at the end of the loan, but they refused. From then on we encountered the same problem of refusal to help us resolve our delinquency from XXXX XXXX to XXXX XXXX XXXX, to XXXX XXXX XXXX. Besides the paid legal services, we have written hundreds of letters, submitted hundreds of repeatedly requested documents, responded to phone calls we received no type of assistance to resolve our mortgage loan default. This complaint is against Shellpoint Mortgage Servicing. We believe that we have been victimized by a predatory practice of mortgage loan companies and servicers have used to purposefully create excessive delays in granting loan modifications so that homeowners like us will be unable to pay the accumulated past due mortgage payments, late fees, and other charges. After repeatedly submitting requested HAMP documents to XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXXwhile pointing out that they were deliberately increasing our indebtedness, in XXXX, they finally told us that they had all documents needed for a HAMP loan modification. But on XX/XX/XXXX they conveniently transferred our loan to ShellPoint Mortgage Servicing who demanded the whole process start all over again. After our complaints about this to CFPB in XX/XX/XXXX, we received notice that we had been granted a loan modification with the 3 month trial period beginning on XX/XX/XXXX-XX/XX/XXXX. We made the payments of {$2000.00} on the XXXX to XXXX of each prior month. But when we received the contract for the final loan modification we believe that the principal balance of {$720000.00} with a balloon payment of XXXX is gravely unjust and possibly illegal because it was purposely contrived to rob us of the opportunity to regain ownership of our home when the default was significantly less and our income was higher eight ( 8 ) years ago. The current conditions and contractual requirements of the Shellpoint Mortgage loan modification make it almost impossible for us to regain financial control of our property to sell or transfer ownership or gain equity in the future. It is criminal to demand the sum of {$720000.00} from us when they would sell the property for no more that the current appraised market value of {$260000.00} to one of the frequent predator investors that openly stop in front of our home. We are requesting the Consumer Financial Protection Bureau to investigate the practice of purposeful delays and inconsistent policies that are illegally contrived to deny homeowners like us access to any government and inhouse loan modification programs for which we have been and continue to be eligible. This fraudulent practice is done with the intent that the purposeful delays will result in enormous principal balances that require such a high mortgage payments that the home owner would either be unable to pay at all or default so they can foreclose and sell our property to one of the waiting mortgage predators with whom they are in contact. This predatory and illegal practice is still victimizing thousands of home owners like us. Copies of all our letters and records are available upon request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33617
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: ShellPoint XXXX XXXX Estate of XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX This short sale has been on-going since XX/XX/16 when it was with XXXX. It was service released to Shellpoint on XX/XX/16. Since then ShellPoint has been an absolute nightmare to work with. The list below has not only been ongoing with this short sale, but has also again happened on our most recent phone call with them YES this ALL happened in one phone call with them. The point of contacting ShellPoint was to get HUD approval to be able to close on Friday. We sent ALL the docs they need to review prior to closing on Monday WELL WITHIN TIMEFRAMES NEEDED FOR REVIEW. Today we were told that EVERYONE ASSIGNED TO THE FILE WENT ON VACATION INLCUDING THEIR MANAGEMENT!!!!! Clearly there is no oversight or supervision at this company. ShellPoint did each of the items below just on THIS call alone : 1 ) No SPOC 2 ) Lack of enough staff -- we have been told that they dont have enough people there by our negotiator, management, and front end staff 3 ) No designation of fill in employees when management and staff all go on vacation at the same time 4 ) Condescending attitude when asked why there is no one assigned to a file scheduled to close 5 ) Shellpoint ( or whatever their name is this week ) does n't take loss mitigation, XXXX, or FDCPA seriously and believes that it is a joke 6 ) No one returns calls. Their messages say calls will be returned in 24 hours but i have never had anyone call me back 7 ) We have to throw a fit to get them to do anything at all especially if they have to find the appropriate person to take care of the issue 8 ) ShellPoint doesnt care about deadlines or making sure a short sale closes on time. They have no sense of urgency or obligation to their investor or borrower. They will be the first to blame this on the borrower and then just cancel the file out of spite. ****We have closed over XXXX short sales and ShellPoint does all of these things on EVERY file we have ever had with them. No doubt by now they have accumulated enough complaints to be fined hundreds of millions of dollars likely even into the billions at this point. When is the CFPB going to fine them like they fined XXXX for their illegal and unethical behaviors?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX , Consumer Financial Protection Bureau has closed the investigation/complaint I had submitted against Shellpoint Mortgage Servicing. The complaint was submitted online, under my old email address which I can no longer access : XXXX . ( this complaint will use my new email address : XXXX ). The CFPB Complaint 's Reference number is XXXX . Shellpoint Mortgage Servicing started billing me a monthly mortgage statement for a property in the address XXXX XXXX XXXX XXXX , MA XXXX This address is for the entire condominium building. A current investigation with County Justice of the Superior Court in Massachusetts is on file under Docket XXXX ( on pleading for Leave of Court from XXXX Housing Court ). The Complaint is for the investigation that the Board of Trustees of XXXX XXXX XXXX Homeowners Association Trust were holding my mortgage 's security certificate for XXXX XXXX XXXX between XX/XX/XXXX - XX/XX/XXXX when I was no longer required to pay for any mortgage by my servicer, XXXX XXXX XXXX , presumably because that was what XXXX XXXX give as benefit to the owners of the first-lien mortgage included in it. Within that time, a record in the XXXX County Registry of Deeds indicate there was a Partial Release on a mortgage under XXXX XXXX XXXX ( see XXXX County Doc XXXX on XXXX , under Book/Page 46480/72 recorded o XX/XX/XXXX but the mortgage goes back to XX/XX/XXXX ). This address does not exist since the Master Deed for the new condo was recorded back in XX/XX/XXXX . However, this address, XXXX XXXX XXXX as well as XXXX XXXX XXXX has been confused ( or deliberately falsely represented ) in several Land Court records to be under my name and under my first-lien mortgage 's security interest for the XXXX XXXX XXXX . Shellpoint Mortgage Servicing has sworn under oath, of your authority, for the judicial order which conveys both my actual unit deed ( Book XXXX ) and my actual mortgage ( Book XXXX ) as well as the deeds either from the easement, appurtenance, or covenant, or all for the building with the address XXXX XXXX XXXX , Unfortunately, my mortgage with my Title and Declaration of Homestead had been conveyed as well. THESE ARE BOTH MAJOR FEDERAL AND MASSACHUSETTS VIOLATION, IN FACT A CONSTITUTIONAL VIOLATION OF MY HOMESTEAD RIGHTS. The unit deed and the fake addresses ' deeds had been distributed to each of the four Board of Trustees as well as the Condominium Trust. The Condominium Trust, under the address XXXX XXXX XXXX ( just like what your account references ) is now held by XXXX XXXX , the appointed HOA Trustee residing on Unit 5. The link to Shellpoint Mortgage Servicing is undeniable -- the HOA Trust 's account and the Actual Balance of your billing statement on my name are both XXXX by XX/XX/XXXX . There is also a recast stated in your most recent statement under my name with the Loan Number XXXX and that it will start in XX/XX/XXXX . There is also a Distribution that will happen for the Class 1 and Class 2 tranches of XXXX XXXX per its Prospectus filed with the SEC on XX/XX/XXXX , which I have a General Trust Petition filed against the HOA Trust and for the XXXX XXXX Trust to heed by judicial order. This record will definitely be distributed among the parties concerned, including Shellpoint Mortgage Servicing. Your response has a clear and significant legal consequence. Please do not respond to this complaint that my name and the account number you have on file matches. That is not enough and it will be an attempt at aiding and abetting. CFPB is a witness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01886
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: as of today XX/XX/XXXX I had to file chapter XXXX , this is been on going now for the past 10 months XX/XX/XXXX and shellpoint mortgage trying to get a modification loan and have sent unless papers for a lower payment and a lower interest rate we are in an arm of 9 % now and will go higher and payment of XXXX per month on a XXXX home WHY and so sorry cant qualified for try again so buys them more time to foreclosure to kick us out I had told them over and over we DONT wont to loss OUR HOME we worked hard for for the past 16 years of living there brought in renters and so sorry cant get you a loan WHY this is our American dream being taken for us and no help for us PLEASE STOP THIS FOR HAPPENING AND HELP!!!!! THANK YOU!!!!!! Shellpoint mortgage are heartless and GREEDY SAY AWAY FROM THEM!! also we have been working with HUD to get answer when you try to go to get a refinance they also asked have you tried with your lender first that 's what we have been doing no help!!!!!!!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 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 or about XX/XX/XXXX . I was not properly notified of the service transfer and when I attempted to make my payment in XX/XX/XXXX , I was notified that my loan had been transferred to Shellpoint. I then contacted Shellpoint to make my XXXX mortgage payment. The Shellpoint representative I was on the phone with apologized for me not being properly notified and offered to break up my XXXX payment over the following three months as an appeasement for any inconvenience I may have experienced. I agreed. In an effort to lower my interest rate, I began the refinance process in XX/XX/XXXX . At this point in time, Shellpoint had received four mortgage payments ; XX/XX/XXXX through XX/XX/XXXX . When my credit was pulled as part of the refinance process, I was informed that there is a gap in my mortgage payment history. Shellpoint did not report the DLA ( date of last activity ) correctly to the credit bureaus. As a result, the number of payments listed on my credit report is inaccurate. My credit report is reflecting one less payment then the number of payments that have been paid/received. I have reached out to Shellpoint numerous times in an effort to explain that inaccurate information reported by Shellpoint is being reflected on my credit report. I have spent hours on the phone with multiple representatives. I have sent written requests to Shellpoint and in direct violation of RESPA, the return written correspondence I received did not include the name and telephone number of an individual employed by, or the office or department of, the servicer who can provide assistance to the borrower. Every time I call Shellpoint to try and resolve the issue, I am told that the department I need to speak with is only available via email. I am told that I can not be transferred, that the department I need to speak with does not have phones. This has compounded an already stressful situation and has made my situation that much more difficult by making it near impossible to resolve and incredibly time consuming since all forms of correspondence with the department that I need to speak with is done via email! I do not comprehend Shellpoints blatant refusal to correct a mistake on my credit report! I have made and Shellpoint has received a specific number of payments, that number should be reflected on my credit report. If that specific number is not being reported on my credit report, my credit report is inaccurate! By not accurately reporting the number of payments received by adjusting the DLA to XX/XX/XXXX , Shellpoint has created a one month gap in my mortgage history and as a direct result I am unable to obtain a refinance. The negative impact I am experiencing is equivalent to, if not exceeding, the damage that would have been caused by reporting a late payment within the first 60 days of transfer. I understand that under Section 6 of RESPA Shellpoint is required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. It has been more than 90 business days since this issue was first brought to the attention of Shellpoint with no resolution. As a direct result, my wife and I are experiencing a financial hardship and emotional distress due to Shellpoints refusal to correct its error!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a long story that started with a Ch. XXXX BK in XX/XX/XXXX . BK ended in XX/XX/XXXX . My original mortgage was in XX/XX/XXXX just before collapse of r eal estate market with XXXX . The mortgage moved to XXXX , then to XXXX XXXX XXXX , then to XXXX and now with Shellpoint. the XXXX later are collectors, not really mortgage companies, and are constantly trying to toss me out despite being not only fully paid but have paid too much. When XXXX transferred it to XXXX XXXX XXXX , they didnt give them a full accounting, so I ended up in BK trustee court which proved I was paid in full with a court order. In XX/XX/XXXX . Yet, after BK was over and XXXX took over they kept claiming I owed anywhere from $ 12K to $ 25K in unpaid mortgages they couldnt quite get their numbers straight in XX/XX/XXXX , they started cashing my checks electronically fr om XX/XX/XXXX whi ch somehow, I never got credit for, so when Shellpoint took over in XX/XX/XXXX , t hey claimed I owed {$15.00} K approximately. even though according to my records I had paid almost {$3000.00} too much that I wanted to go towards principal. Despite my complaints and massive letters with bank records they threatened me so bad I paid it in XX/XX/XXXX . I do not get any statements but have continued to pay monthly mortgage payments, yet today I got another letter stating I owE over {$7000.00} since XX/XX/XXXX ... I called an they claim my mortgage went from {$1400.00} to {$3000.00} in XX/XX/XXXX due to flexible rates ... even though mine has been the same more or less for years, give or take a few hundred dollars.. They claim they sent me letters to this fact which they did n't ... I get lots of letters claiming to default on my condo but none with any amounts in it.. Every check I pay with I write on it : " I still did n't get a statement '' If I had of seen such a letter I would put up quite a stink. I am getting so tired of this. Its a cartel of corruption. I have sent so many letters, called and gotten disgusting people on the phone ... claiming they dont care what I say, dont care about my bank statements ... this has to end. I have recorded conversations. I am being abused and cant afford an attorney. I want my {$15.00} K back or at least applied to principal. During XX/XX/XXXX i did n't even get a XXXX Tax form credit of mortgage interest payments to use against my taxes ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A