Date Received: 2017-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: First pertinent / highly relevant background information, then the complaint : I have been in mediation through the XXXX of CT since +/- XX/XX/XXXX . At that time - and through +/- XX/XX/XXXX , the note was held by XXXX XXXX , then sold to its current holder : XXXX , XXXX .
Throughout the first several months of the mediation process and through +/- XX/XX/XXXX , the mortgage was serviced by XXXX which yielded servicing to Shellpoint at that time ( though the file transfer process had commenced well in advance of that date ). Additionall y re : my mortgage : ( though it changed its name via merger in XX/XX/XXXX ), the same law firm ( th en, XXXX XXXX now XXXX XXXX ) ha s performed all legal services on behalf of the XXXX above-referenced noteholders and servicers including representation during scheduled mediation sessions with CT State Mediator XXXX XXXX and me. * *On XX/XX/XXXX 2 days prior to our XX/XX/XXXX State of CT mediation session, I forwarded the last of the requested pre-modification documents** via email to : A ) Mediator XXXX , B ) XXXX XXXX and C ) XXXX as confirmed via copy of attached letter from XXXX dated XX/XX/XXXX and received XX/XX/XXXX . **The last requested document was a was a pre-employment offer letter from my future employer ( a landscape / snow removal contractor ). Since he was smack-dab in the midst of snow removal s eason and extremely busy as a result, in lieu of the letter, on XX/XX/XXXX I forwarded a copy of my job acceptance email to all 3 afor ementioned mediation parties. At the mediation session, I was told by the XXXX XXXX representative that the email wasnt ideal but that it should suffice. Again : this was confirmed via the letter from XXXX to me dated XX/XX/XXXX and received XX/XX/XXXX which included a promise of a review and response ( i.e. modification ) withi n +/- 30 days a promise that was never fulfilled. As referenced above, the file transfer proce ss ( fr om XXXX to Shellpoint ) ha d commenced well in advance of any servicer-imposed modification processing deadline. As such, Shellpoint was or should have been well aware of the fact that I had a modification pending. Additionally, XXXX XXXX / XXXX XXXX most-definitely was aware of my pending modification having received emailed copies of 100 % of the requested documents AND via attendance at the State of CT Mediation sessions. Yet not only did XXXX XXXX fail to inform/remind Shellpoint of its inherited/inherent obligation to follow through with my pending modification, even worse - XXXX XXXX filed a Motion For Strict Foreclosure against me on behalf of Shellpoint 11 days prior to Shellpoint having EVER contacted me. Had it not been for a separate complaint filed with the CFPB against Shellpoint + my innate desire to fight for my legal rights via th e State of CT, I w ould have lost my home. In addition - as evidenced via the attached documents, Shellpoint and/or its attorneys and/or its predecessor has/have ( ALREADY ) : 1. Assigned at least 2 different attorneys to my case + 2. Assigned at least 3 different single points of contact to my file + 3. Requested for, to date - now the 4TH time : the SAME set of pre-modification documents from me + 4. Continue to delay the start date of my employment*** via the above, completely unnecessary redundancies + 5. Attempted to circumvent the State of CT Mediation process via contacting me outside of the scope of the mediation process via the attached letter requesting a 4TH set of the SAME documents - of which its already should have had knowledge and/or had in its possessi on for +/- 6 MONTHS. **The original start date of my employment was initially set for XX/XX/XXXX , with the employers stipulation that the mediation process has successfully completed including my anticipated/expected modification. As a result of these completely avoidable, Shellpoint-induced delays, I have already lo st 4+ mon ths income ( and counting ). While any of the above XXXX line items, in and o f itself/ themselves, may n ot be of great significance and/or consequence, collectively, they have resulted in a serious lack of communication and follow-through resulting in these unacceptable delays and worse : the previously mentioned bad-faith ( at best ), FAR-too premature + completely unnecessary filing of th e Motion For Stri ct Foreclosure of my home. In summation : Shellpoint must be held accountable + adhere to its after the fact promise to allow the mediation process to draw to its natural, uninterrupted conclusion via a REASONABLE + AFFOIRDABLE modification offer start date of XX/XX/XXXX + eliminate any further direct and/or indirect additional unnecessary requests for information ). Thank you.Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-06
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: There are several issues related to this complaint in dealing with Shellpoint. I 'm numbering the issues to ensure each issue is addressed. 1. Shellpoint is in violation of CAHBOR by issuing a sale date on a home while it 's under a work out solution. At issue is this short sale request that has been in process for months. We advised the lender on X/X/17 that our previous buyer had walked due to significant repairs needing to be done on the property and submitted a new offer to Shellpoint on X/XX/17 at which time the file fell under a foreclosure alternative work out program as outlined by CAHBOR. At that time Shellpoint was legally required by law to postpone the foreclosure sale date and they did not. This is violation of state law and Shellpoint routinely violates this law and this practice must CEASE and DESIST immediately. 2. The person assigned to the short sale request at Shellpoint is named XXXX XXXX. XXXX XXXX confirmed receipt of offer on X/XX/17 and advised he needed the junior lien holder pay off letter and that was all that was needed. On X/XX/17 XXXX XXXX advised customer support that he was requesting a 2nd lien mortgage statement ( which he never asked for, he asked for a pay off ). The problem is that on X/XX/17 XXXX XXXX was advised he had the 2nd lien pay off and he stated he would run the numbers for the short sale and they were close enough to the last offer and we should be okay. He never ran the numbers, he did n't do his job and then he tried to cover for his negligence. We had to have another person at Shellpoint write into the notes that the docs were in the system the previous week on the date previously advised for tracking purposes so XXXX XXXX could n't blame us for not getting docs in time. XXXX XXXX then stated on X/XX/17 that it was now too late to get an approval because he did n't do this job last week. This is unacceptable as is unacceptable that there is a sale date scheduled on a property that is a work out resolution status and can not even have a sale date due to CA state law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a closed complaint, reference number XXXX . I just received a delinquent tax bill from XXXX XXXX . Shell Point MTG r esolved previous complaint, paid the taxes that were delinquent from 2015 and then cancelled the check after they resolved therefore I still have delinquent taxes due for 2015 . When I called them I spen t 2 h ours on the phone and made no progress XXXX XXXX they sent a check for XXXX and then cancelled the check later that month. This check would have resolved my complaint if they would not have cancelled Thank you XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75234
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good morning CFPB- I first want to congratulation CFPB for your good work. I am not the only one under attack. We need Congress to come to your assistance!
In XXXX I lost my XXXX XXXX due to the economic downturn, which also dried up my XXXX XXXX XXXX XXXX . My home loan was with XXXX XXXX XXXX , and they could have exercised one of 4 options : 1. Putting the missed payments/penalties on the back end. 2. Interest only with a balloon. 3. Conversion a 40 yr loan to a 50 yr. loan. 4. Complete write off. These are options applied to other customers but not to me. I hired a lawyer from XXXX to act on my behalf, the result being XXXX slapped a sale date for XX/XX/XXXX , and passed me off to Shellpoint Mortgage. In the 2 weeks I have been with Shellpoint they have switched the ( required ) s ingle point of contact representatives 3 times, I have never been able to speak to any of them, and they do not answer their phone. And on 2 occasions, when I called into the general phone number, both times the call was disconnected mid -conversation. Starting yesterday, I faxed in the required docs, and all 3 fax lines were busy. This is a deliberate tactic to let the clock run out until the auction date XXXX XXXX . Further, the California Bill of Rights for Homeowners requires that a bank can not practice " dual tracking. '' XXXX did not abide to this rule and Shellpoint is showing signs of doing the same thing. My attorney at the time requested a 90 day suspension from this sale date but Shellpoint has not responded to his letter nor have they returned his calls. Another issue is that homeowners have the legal right to access their investor. XXXX and Shellpoint both name XXXX XXXX XXXX XXXX XXXX . XXXX denies being the investor. Here is the language : XXXX XXXX XXXX XXXX XXXX as Trustee for the Certificate Holders of the XXXX XXXX . The pre-recorded phone number for XXXX also states they are not the investor. XXXX XXXX XXXX .Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2017-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: since Shellpoint mortgage services took my loan from XXXX XXXX XXXX they accused me I miss two payment and keep changing the date and year of missing payment. I contact them since da y one and the assigned case manager From XXXX XXXX XXXX as a manager of BK dep artment which I 'm in chapter XXXX protection now no response and I keep call to find out what is going on and after that they keep changing ca se manager for 4th times and I start explain all over and they answer was same every time which we will review your file and get back to you which never happened and I have all our email conversation copy. Now after 3 years back and fort they file Notice of Motion And Motion for Relief from the automatic stay unde r 11 U.S.C 362 and dema nding XXXX XXXX XXXX to pay or loss my home after 20 years and raise my family.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in Chapter XXXX when my loan was s old to Shellpoint. At this time they tried to foreclose twice ( as I was in Chapter XXXX ). Once I was out of Chapter XXXX I called for my loan amount and information and they refused to speak to me. My lawyer had to contact them and proceeded to tell me the amount, due date and where to send the payment to. After 8 months I get a notice that I am behind in payments - when I checked my bank I noticed that they have n't cashed any checks. After numerous calls I find out that they increased my payment amount and I was never notified. Funny how then a week later all my checks were returned with letters stating they amount was not correct. At this point I was {$5000.00} in default. I called and tried to work out a payment plan with no luck. I asked for a statement showing payment history and never received. I asked for exact amount and never received call back. This has been going on for an additional 3 months so I am now way behind. Also every 3 months they send a letter that I will owe them money for homeowner insurance - I send them copies of my policy then in 3 months another letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45039
Submitted Via: Web
Date Sent: 2017-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my mortgage was transferred from XXXX XXXX to Shellpoint Mortgage Servicing, my payment due date is the XXXX of the month. As is required of all new mortgage servicers, a 60 day legal grace period is granted to all new clients who have had their mortgage involuntarily transferred.
Per this law, my mortgage payments would not be delinquent until after XX/XX/XXXX. In violation of this law, I received harassing phone calls from Shellpoint Mortgage Servicing before the month of XXXX was over, in fact : - On XX/XX/XXXX, I received harassing calls from Shellpoint claiming my loan was in default. - I also received a letter from Shellpoint datedXX/XX/XXXX ( attached ), stating that my loan is delinquent. I know that is a term that applies to loans that have gone approximately 4 months without a payment. Even if I had not paid by XX/XX/XXXX, I would be delinquent, not in default, default would occur around XX/XX/XXXX. Shellpoint also reported my loan as being late to the credit agency, that is also illegal, again, all my payments are due and owing on XX/XX/XXXX, the legal grace period for a transferred mortgage. Shellpoint need to follow the law and rules of transferred mortgages.Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2017-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I agreed via a phone conversation with XXXX to a loan modification to bring my account current and adjust monthly payments. The agreement called for three monthly payments of {$1200.00}. beginning in XX/XX/XXXX. The first two payments were made on time as agreed, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, we received two certified notices of default with intent to accelerate dated XX/XX/XXXX. We also received three notices stating that the loan modification was no longer available and to contact the company for information about other " foreclosure alternatives. '' The company 's hours are Monday through Thursday, XXXX to XXXX and Friday, XXXX to XXXX. Since it was after XXXX when we received the certified letter, we had to wait until Monday to call. We spoke with XXXX, ID XXXX, who told us that we now had to talk with a " single point of contact, '' XXXX XXXX, at XXXX. We called him Monday morning. On Tuesday evening, after not receiving a return call, I called a second time. Once again, I got voicemail. I mentioned that we planned to work with a debt management company, and so I needed to know what our monthly payment would be moving forward. Very shortly, XXXX XXXX returned my call. Unfortunately, I was unable to answer. He asked me to return his call to XXXX, which is an outright scam. I called him a third time and once again left a message. I called the main number, XXXX, and was told that our point of contact is not XXXX XXXX but instead XXXX XXXX at XXXX. I have left two messages with her with no response. Please see the " additional comments '' section of the XX/XX/XXXX and XX/XX/XXXX statements regarding this modification agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2017-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX , I received a notice from XXXX XXXX XXXX XXXX that my loan was being transfered to Shellpoint mortgage. They sent me a bill in XXXX and I have been paying. However, very prominently displayed on my statement ( attached ) is a demand for {$29.00}, XXXX I was shocked. I called to inquire and the representative said it was legal fees from when I modified my loan with XXXX XXXX XXXX in XXXX . I was told it would come off the XXXX statement. However, when I called in XXXX , I was told that I might owe this money. How can I owe this money when the modification happened in XXXX and I have been current and paying my bills? The second issue is that this mortgage company has put forced placed insurance on me when they know that there is no structure to be insured. XXXX of XXXX , the house for this mortgage burned down -- only the land remained. Even though I have been living like a dog, in trailer without water or electricy, I work two jobs to pay my mortgage. That property is all I have. ( You can read about my struggles in w XXXX ). I would like help before I get caught in the bureaucracy of this crazy lender.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33034
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: As per the attachment, this loan was paid off on XX/XX/XXXX . On XX/XX/XXXX , t he PMI monthly premium was deducted for XX/XX/XXXX . This should not have been deducted. As you can see on XX/XX/XXXX the PMI for XX/XX/XXXX was already deducted. Why was I charged PMI for XX/XX/XXXX when the loan closed on XX/XX/XXXX ? I have made many calls to shellpoint to ask for my refund and have been told that this deduction should not have been made and that my refund is being processed. I do n't believe them any longer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17315
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A