Date Received: 2017-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been working with my mortgage company for a loan modification. On XX/XX/XXXX, i was denied for the loan modification and in the letter it stated that i had a 30 day right to an appeal. I submitted my appeal on XX/XX/XXXX and the documents had been confirmed received. Yesterday I called Shellpoint to confirm that there was no sale date on my home. I spoke with XXXX and he advised there was no sale date and confirmed that it was placed on hold. Today we received a call from XXXX XXXX with Shellpoint and he advised that the appeal was acknowledged and the sale date was scheduled for XX/XX/XXXX. After getting deeper into the conversation with XXXX he then realized that they had all the documents to review the appeal but requested that i send solely the XXXX so that he can send it over to underwriting. I just dont understand how i can be so misinformed and my documents to be so neglected considering the circumstances of foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: NOTE to CFPB : Accessing CFPB website all-but impossible. Took several attempts to file this complaint. STILL awaiting access to - and/or copies of - responses to my 2 previous complaints against Shellpoint.
This is completely unacceptable its gotten worse rather than better and MUST be resolved ASAP. This is a new, multi-tiered complaint against Shellpoint. Following is pertinent / directly related background information + my complaints : 1. For well-over 6 months, Shellpoint ( and/or its attorneys ) has continued to string me along with regard to the lack of a reasonable, bona fide modification offer - for absolutely no valid reason ( s ), whatsoever. 2. In XX/XX/XXXX, I was in the State of CTs foreclosure mediation program ( in which I currently remain ). 3. As indicated via the attached documents, on XX/XX/XXXX, I forwarded via email my job offer acceptance email to : A ) Shellpoints attorneys ( then known as XXXX XXXX = XX/XX/XXXX, now known as XXXX XXXX = XXXX ), B ) Shellpoints servicing predecessor : XXXX + C ) State of CT Mediator, XXXX XXXX in advance of our XX/XX/XXXX mediation session. 4. Though Shellpoint was not directly involved initially, its attorneys, XXXX have represented both XXXX and Shellpoint on this matter including throughout the court and mediation processes. 5. During the XX/XX/XXXX mediation session, I was told by XXXX that - although an employer-signed job offer letter was preferred, my email acceptance of said job offer would suffice, under the circumstances - as my future employer is a XXXX XXXX XXXX XXXX XXXX XXXX who was exceedingly busy during the XXXX snow removal season. 6. XXXX subsequently sent me a follow-up letter copy attached ( dated XX/XX/XXXX and received XX/XX/XXXX ) confirming receipt of 100 % of the requested pre-modification documents ( including the job offer confirmation email ). 7. The XX/XX/XXXX letter claimed that the modification review would take +/- 30 days and that Id receive a follow-up ( either a modification or perhaps, a request for additional information ) shortly thereafter. 8. Never occurred. No follow-up whatsoever by XXXX, Shellpoint or their ( mutual attorneys : XXXX ). 9. NOTE : Though they falsely claim otherwise, Shellpoints sister organization is current note holder : XXXX XXXX ( both organizations operated by politically connected all the way to The White House - current and/or former XXXX XXXX executives and/or business associates ). 10. Via said political connections, XXXX XXXX ( clearly an acronym for XXXX XXXX as opposed to mortgage servicers which speaks for itself : not a good sign for borrowers ) purchased my note along with several others from quasi-government entity, XXXX XXXX on/about XX/XX/XXXX. 11. As such, both XXXX XXXX and Shellpoint commenced the servicing changeover process from XXXX to Shellpoint on/about XX/XX/XXXX. 12. Not surprisingly, I received no correspondence from any of the above entities - until I received a motion for strict foreclosure - 11 DAYS PRIOR TO EVER RECEIVING ANY CORRESPONDENCE FROM SHELLPOINT in XX/XX/XXXX. 13. XXXX XXXX the very same attorneys who represent BOTH Shellpoint AND XXXX - AND the very same attorneys who met with me multiple times in State of CT Mediation knowing full-well that I was still in mediation + beyond-patiently awaiting a modification STILL filed the motion for strict foreclosure against me in XX/XX/XXXX, on behalf of Shellpoint, in bad faith regardless of the circumstances. 14. As indicated via attached documents, the judge ruled in my favor, under the ( beyond-unfair ) circumstances. 15. During this court appearance, I notified the judge about the job offer acceptance email. Shellpoints attorney the very same attorney in the XX/XX/XXXX mediation session - did an about-face, insisting on an employer-signed job offer letter. 16. As also indicated via attached documents, the judge specifically directed me to produce an employer-signed job offer letter in preparation for my next mediation session and I did just that. 17. As clearly communicated to Shellpoints attorney - initially during the XX/XX/XXXX mediation session + reiterated during every step in this process, including : during the XX/XX/XXXX court appearance + reiterated in the subsequent correspondence + most-recent mediation session : due to the important nature of my impending ( newly created specifically for me ) position as XXXX XXXX which will be the # 2 position ( 2nd only to the owner ) in the organization, my future employer is adamant that I complete all mediation sessions + have received the modification as one of my primary responsibilities will be to establish high standards for punctuality and attendance. 18. At no point in this process has this been deemed unacceptable including by the judge during theXX/XX/XXXX court appearance. 19. Ive since been unreasonably asked - multiple times via Shellpoint and/or its attorney - to produce updated versions of the employer-signed job offer letter and I did just that, the first 3 requests ( 4 total including the original job offer acceptance email ). 20. Attached are copies of the 3 updated versions of the employer-signed job offer letter that Ive already provided to Shellpoint and/or its attorney as well as a copy of the original job offer acceptance email. 21. What Shellpoint and its attorneys fail to realize and/or acknowledge is that each succeeding request has further tested my future employers patience and understanding. 22. What Shellpoint and its attorneys ALSO fail to realize and/or acknowledge is that each succeeding unreasonable request has further delayed my start date which has now cost me 6 months income. 23. I refused Shellpoints 4TH REQUEST for the SAME INFORMATION a few weeks ago ( which, by the way, SPECIFICALLY REQUESTED ANOTHER COPY OF THE EMPLOYER-SIGNED JOB OFFER LETTER ). 24. Shellpoint single point of contact # 3 also attempted to have me call her for more specifics re : the employment letter. 25. Based upon far-less than stellar experiences with Shellpoint to date + countless failed verbal promises and/or improper instructions in the past via a steadily revolving door of single points of contact most of who arent on the same page with one-another and/or who provide the borrower with contradictory instructions ( with this matter already being yet another case-in-point ), etc, I learned the hard way to never do or agree to - ANYTHING verbally. 26. Contract law 101 advises states that written agreements and/or contracts can not be amended and/or modified verbally. 27. Besides : unless one is up to no good why would all other instructions be in writing but some instructions verbal. I smell ( ed ) a rat. 28. The 4th unreasonable Shellpoint request came via yet ANOTHER Shellpoint single point of contact : already the 3RD of at least 5 Shellpoint single points of contact to date, and counting 29. I then filed the previous complaint via the CFBP. 30. But instead of sending me my well-deserved + long-overdue modification offer, the very same Shellpoint rep who only weeks earlier - requested a 4th version of the employer-signed job offer letter did another about-face this time requesting a copy of recent paystubs. 31. But if she was actually paying attention i.e. took the time to actually read the content of the FIRST 3 versions of the employer-signed job offer letters that Ive already provided to Shellpoint and/or its attorney, she would have clearly seen that the start date is/was XX/XX/XXXX. 32. So unless Shellpoint can figure a way to ship me a time-machine, sending future, yet to exist recent paystubs would be impossible. 33. Cant make this stuff up. 34. My official start date ofXX/XX/XXXX has now been jeopardized via the lack of modification + unnecessary and completely inexcusable and avoidable delays by Shellpoint ( due to the long holiday weekend, actual start date is/was to beXX/XX/XXXX). 35. I remain seriously concerned that the most recent Shellpoint-caused delay may be the final straw for my future employer and I may lose this opportunity. 36. Its gotten to the point now that Im seriously considering not only counter-suing to stop the foreclosure and force Shellpoints hand at offering a modification, but also suing for financial and punitive damages - for all of the lost income + undue stress, completely avoidable delays, etc. 37. Shellpoint has failed to provide me with copies of its response to my CFPB complaints to either of my first 2 complaints to the CFPB. 38. According to the CFPB, the 2 Shellpoint responses were supposedly copied to the CFPB yet are 'addressed to me even though I never received the alleged original copies of these responses. 39. This is deceptive and underhanded. 40. If the response letters are ADDRESSED to me then the original letters must be MAILED to me + copied to the CFPB. Otherwise, it gives the CFPB and others the false impression that the original responses were sent to the complainant ( i.e. me ). Not kosher. 41. For the record : neither Shellpoint nor the CFPB ever notified me of any response to my 1st complaint against Shellpoint. 42. Though the CFPB did notify me of a Shellpoint response to my 2nd complaint against Shellpoint I am STILL unable to sign in to the CFPB website even after reporting this ( CFPB-known ) issue several weeks if not months ago. 43. According to what the CFPB rep told me, Shellpoint AGAIN - assigned my account to yet ANOTHER rep aka a 4TH single point of contact AND provided me with a 5TH single point of contact in the same response. 44. The CFPB rep also told me that Shellpoints response WRONGFULLY attempts to claim that Shellpoint supposedly doesnt accept pre-employment letters after 6+ months + AT LEAST 5 different REQUESTS by Shellpoint ( copy of recent Shellpoint request attached ) AND Shellpoints attorneys including in court in front of THE JUDGE WHO SPECIFICALLY DIRECTED ME TO PRODUCE AN ORIGINAL COPY OF MY EMPLOYMENT LETTER PER THE REQUEST OF SHELLPOINTS ATTORNEY. 45. Cant make this stuff up. 46. Only after Shellpoint : A ) failed to review my file in a timely or efficient manner + B ) failed to properly follow-through on my pending modification that was in the works via XXXX + the State of CT mediation + C ) instructed its attorneys to file a motion for strict foreclosure + D ) was exposed for its WAY-over-aggressive behavior - via complaint to the CFPB ( among a host of others ) did Shellpoint begrudgingly agree to ( supposedly ) agree to allow the State of CT mediation to run its course. 47. But actions speak louder than words. 48. Shellpoint has disrespected the State of CT mediation process by routinely attempting to circumnavigate it via sending its redundant and/or inappropriate requests to me directly as opposed to honoring the mediation process by making any-such requests via mediation. 49. The only viable explanation for such behavior is that Shellpoint actually has no true intention of being reasonable and/or in expeditiously providing me with my long-overdue modification. 50. Shellpoints most-recent canned letter ( again ) falsely claims that theyve made several attempts to reach me by phone. then goes on to state that they need to know what are my intentions for my home. 51. Intentions for my home? Are you kidding me? With all-due respect to those with actual physical challenges : EVERYONE at Shellpoint ca n't be XXXX, incredibly XXXX, XXXX and/or XXXX XXXX - can they? 52. Yet ANOTHER shining example of why FEDERAL MANDATES REQUIRE A SINGLE POINT OF CONTACT ( SPOC ). 53. Not single as in : marital status. Not a SPOC du jour. And not XXXX XXXX from space ( still in search of intelligent life forms on planet Shellpoint ). 54. A SINGLE POINT OF CONTACT PERIOD. 55. This must change ASAP via an immediate modification with no further delays and/or time-wasting additional requests for any other information redundant or otherwise.Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06109
Submitted Via: Web
Date Sent: 2017-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: because of the mismanagement of funds by XXXX XXXX XXXX XXXX we were required to file bankruptcy ( chap XXXX ) in XXXX to save our home.on XXXX/XXXX/XXXX the bankruptcy was finished and cleared. during the bankruptcy our mortgage was transferred to shellpoint mortgage servicing co. immediately after the bankruptcy was finished ( XXXX/XXXX/XXXX ) shellpoint served us with a " notice of default and intent to accelerate '' in an attempt to collect {$19000.00} which they said was was still owed. we hired an attorney XXXX XXXX XXXX, and after almost a year shellpoint admitted that we were actually current and did not owe these sums. in the meantime they have reported us 3 months late on payments causing our credit to plummet a XXXX points.further they were paying our property taxes even though they were collecting escrow for them. in an attempt to get away from them we tried to refi our mortgage with XXXX XXXX XXXX but because of the poor credit score the rate was no different than with them so this is costing us approximately {$800.00} a month in extra money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2017-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to get my loan modified and Shellpoint has been asking for documents from me continually but refuses to cancel my sale date of XX/XX/XXXX.
The requests being made daily are an attempt to keep me from having a " complete package '' and therefore, can not cancel my sale date. Since XX/XX/XXXX I started again with another " updated packet '' with their " lists '' of request to which I have always promptly submitted back only to have this process dragged out with a sale date pending. My compliant is that I am calling in on a daily basis to get the sale date cancelled only to be confronted with more ridiculous requests along with the fact that they take so long that my documents need to be updated, which I should not be penalized as not having documents in if they drag it out too long, but they have. For example, I have given Shellpoint Profit and Loss Statements for months now, and 3 times since XX/XX/XXXX only to be told today that they want me to subtract the Income from the Expenses and put totals under " net '', which they have always asked me not to in the past. They asked me to " write the date '' next to my signature even though the date was clearly typed at the top of an explanation letter to begin with. They have added requests before even looking at the documents I have sent in, then stating I have an incomplete file but after speaking to a representative can locate the documents by date and resolve most " incomplete '' issues, ( but its up to me to figure it out not Shellpoint ). The new " made up requests '' are impossible to guess and keep fulfilling. They wanted me to add XX/XX/XXXX to the XXXX form and then stated I put XX/XX/XXXX when in fact the XXXX was the line between the XX/XX/XXXX! Anything to allow them not to cancel the sale date which has gotten me so upset that I am filing a complaint. I do not trust them and feel that their complete incompetence is setting me up to lose my home on XX/XX/XXXX. If I can not get them to accept my documents as " complete '' soon they will then deny me stating that I did n't get my documents in within 37 days before the sale date so I am very concerned. What are the " required documents '' that I need to have in to them that would qualify as a complete package, as they have had literally months and months of documents given to them but are never satisfied. Here is my basic package of what I have given them, many times over. But their added requests continue, plus change daily, plus expire as they take too long to process as completed, which is out of my control. They are DUAL TRACKING as I am trying to comply with all of their requests but I can not seem to ever arrive at a complete packet! RMA XXXX DODD FRANK FORMS Household Expenses Hardship Letter Profit and Loss Statements Bank Statements ( personal, business checking and savings ) with the last one always well within 90 days current, with rental income circled, itemized, signed, dated, etc Mortgage statements Leases Letters of Explanation from HOA Fees, to rental deposits over {$1000.00}, to business income loss etc Taxes XXXX and XXXX My Social Security Award Letter for XXXXCompany Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My problem is with the current servicer of my mortgage loan, Shellpoint. They promised me the world and led me to believe they would engage in a fair and transparent negotiation to resolve my delinquent mortgage loan. However, after spending weeks collecting the requested documentation, the underwriter told me that the file was denied because of a technicality regarding my husbands income. My husband is a XXXX XXXX and he works in XXXX XXXX, but that is the nature of his employment. We provided Shellpoint with one year of income information, but the underwriter insisted that since he could not provide 4 consecutive paystubs at the time of review that she would not even review our file and that we were denied. And now we have a sale date set for XX/XX/XXXX.
I experienced a large decline in my income several years ago when my radio station became part of XXXX XXXX. I am a XXXX XXXX XXXX and my rate of pay was drastically cut, which led to me struggling on my mortgage loan. At that time my loan was with XXXX XXXX XXXX and I applied for help. I was overjoyed when I received a letter stating that I was approved for the DOJ loan modification program and that I would be receiving a lower rate and payment as well as the possibility of principal forgiveness. However, before this could be finalized my loan was transferred to XXXX XXXX XXXX. They were very difficult to deal with and I spent two years going back and forth with them in an attempt to get a complete review of our financial information conducted. I filed a complaint against them with the California AG, and we were referred to the county DA, who had an investigator working on putting together a case against XXXX for intentional misconduct and unethical behavior relating to distressed homeowners. The investigator interviewed me and I provided documents for him. I informed XXXX of this fact, and they set a sale date on my home. Luckily my Congressman got involved to assist in this matter and they were able to put some pressure on XXXX and the sale date was postponed and they told me they would complete a review. Then they sold the loan to Shellpoint. When I first started talking to Shellpoint, the experience was much different than XXXX. Our representative was responsive ( initially, no longer ) and worked together with us to get a full package together of all the financial information that Shellpoint required to review us for workout options. My husband makes very good money as a XXXX, and even if you average his income based just on the amount of time that he actually works, we make sufficient income to afford a reasonable mortgage payment. Once it was decided that we had a complete package we submitted the information to Shellpoint. When we followed up we were told that since my husband could not document paystubs for four CONSECUTIVE weeks that they could not use ANY of his income, thus our entire request for assistance was denied. We had provided a letter of explanation as to how his profession works, a letter from his XXXX boss stating that he was in good standing, and multiple paystubs showing that he worked an average of 2 weeks per month over the last year. For some reason this was not good enough for Shellpoint, they not only refused to calculate what type of contribution my husband was making, they simply cancelled out our modification request. Since that time, we have been waiting for my husband to get 4 weeks consecutive on a jobhe is scheduled to start a long-term project inXX/XX/XXXX and we were excited that we could finally apply againwe called Shellpoint last week to make sure there was no sale date and they said there was no sale date. Two days later we got a notice in the mail that our house was going to be auctioned off on XX/XX/XXXXCompany Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94803
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage purchased my home from the XXXX XXXX XXXX on XXXX/XXXX/XXXX. I received a letter from XXXX XXXX stating that it will take from 60 to120 days to review my account XXXX and to just complete the account information sheet that was enclosed therein and return it on XXXX/XXXX/XXXX I received a note stating that I need to pay {$13000.00} by XXXX/XXXX/XXXX or they will foreclose on my home. this is not right they advised me that if there were any past due amount on the ; loan they would place it on the back end of the loan,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The mortgage company is shellpoint financial { using a different name. first of all they are incorrectly reporting my modification on my credit report it is suppose to start over but it did not. I received a modification for a high amount than the original loan and they are still putting payments toward 2014. I fell behind again in payment since XX/XX/XXXX which was my last payment and wanted to pay twice a month but the company will not allow it. my next option is to file bankrupsy. The original loan modification has additional hidden fees that should not be there and you can not reach anyone In the customer service or the whatever team.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Last year i had listed my property to try to sell it to avoid foreclosure. I had to file for a chapter XXXX bankruptcy to stop everything from going foward. I am now dismissed from the bankruptcy. The servicer has agreed to accept a short sale on the property. So my property was listed and they gave no amount but i got a couple of offers and submitted them to the servicer. They then denied offers and made the price XXXX. I had more showings and another offer for XXXX. They denied again and raised the price to XXXX. I then had an appraiser come in and appraise it at XXXX. My attorney subbmited to them and denied it. Still wanting XXXX. My property has been actively listed for almost a year now and i can not get it sold. The banks unwillingness to accept any offers. They are holding me XXXX it seems like. I have tired everything. I am a mother of XXXX kids and recently separated. This was my parents property and when they passed away i was unable to pay the mortgage due to major financial hardship. The servicer does not keep a price and keep changing their minds. I dont feel it is right how they are handling this short sale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This what I believe to be true and correct. I was out of the country from XXXX XXXX , 2017 to XXXX XXXX , 2017 . When I returned the only documentation I received from my mortgage company dated XXXX XXXX , 2017 , requesting documentation of the income and assets of XXXX XXXX because he was not on the original loan. I mailed this documentation back on XXXX XXXX , 2017 . I also received a later dated XXXX XXXX , 2017 , and XXXX XXXX , 2017 , stating that they received the complaint that was filed on my behalf. I have learned that my property was sold on XXXX XXXX , 2017 , while I still have not received a denial letter from my mortgage company, meaning I thought my paperwork was under review. I have since received a letter from my mortgage company, dated XXXX XXXX , 2017 , reflecting that notification regarding your upcoming payment change per my modification agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint has acted with gross negligence and gross incompetence in dealing with my foreclosure avoidance request. They are also in violation of CA anti dual tracking laws by processing a forelcosure while at the same time processing my short sale request. At issue is the fact that for more than an entire month Shellpoint kept asking me for financials which were not required because borrower was deceased. I provided power of attorney and I also provided transfer of deed which negated any need for estate docs yet they were not competent enough to know that. They kept asking me for docs that were not needed and illegally pursuing a foreclosure sale date at the same time. Due to their negligence and lack of knowledge for something they are being paid to service they ate up my time and now there is a sale date to their own fault in 3 days. This is not acceptable under any circumstances.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95121
Submitted Via: Web
Date Sent: 2017-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A