Date Received: 2017-04-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XX/XX/XXXX Shellpoint Mortgage Servicing XXXX SC XXXX CC : Better Business Bureau, Consumer Financial Protection Bureau, XXXX Attorney XXXX : XXXX case no. xxxxxx reference no. xxxxxxxxxx account no. xxxxxxxx Property : xxxxxxxxxxxxxx Below is a letter I wrote ... .... Dear Shellpoint : Enclosed is a copy of the letters you sent to me, duplicates via certified mail and regular mail, that maybe you need a reminder on. I have again contacted the BBB and now the Consumer Financial Protection Bureau regarding absolute dissatisfaction about your so called seriousness in customer service. I have called numerous times without a call back from XXXX ( phone number is XXXX and XXXX x XXXX XXXX office ) and he has NEVER called me back. The answering message says he will call back in 24 hours and has NEVER. I spoke to a XXXX yesterday in a rage over the lack of response to close this matter/short sale. The longevity of this sale has been excessive. This sale should have ended last year XX/XX/XXXX but no one wanted to honor an extension to the closing for a minor glitch on the Buyer 's loan company. EVERYONE was in agreement with price, funds to be owed to by myself. So instead Shellpoint employees have been rude, ineffective, inefficient, and unprofessional in every way on my case. This has made me become a very angry, unhappy person. I HAVE DONE EVERYTHING TO MY RESPONSIBILITY IN PROVIDING INFORMATION to Shellpoint. I have another mortgage co I have to deal with XXXX and both of you can not be on the same page to end this nightmare. XXXX forbid if the employees do their job and get the company the money from this case. Instead they rather keep spending dollars not deserved, waste company time and money over and over and over again! The Loss Mitigation Dept is a farce. I have seen numerous complaints about Shellpoint from other customers and Shellpoint is still allowed to service the public?? The buyer for the above property has been waiting over a year to receive this home. Shellpoint received my loan from XXXX which they were difficult to deal with also. Shellpoint employees on this acct should have been made full aware of the situation with XXXX and me. I would have expected Shellpoint would want to end this case as fast as possible since money and time was being wasted as it was. Yesterday I was connected by XXXX to XXXX ' manager. I left him a message but of course no return call after I demanded several times, angered by all this, to XXXX. NO ONE HAS DONE their job!!!!! So I say to you, tell whomever you need to on this case, that there is absolutely NO agreement on an amount that will be given to Shellpoint as previous. Look back at the record and you can see I originally agreed to XXXX and that Shellpoint would give XXXX {$8000.00}. You are more than welcome as usual to contact XXXX Attorney office who has been working endlessly on this case. XXXX is the contact person. I refuse to agree on what was agreed last XX/XX/XXXX. Since both of the mortgage companies have deadlines, I HAVE DEADLINE!!! I have been more than gracious with mine. Shellpoint and XXXX make this case like a never ending ping pong game!!!!! Thus everyone continues to start paperwork, process AAAALLLLLL over. The letter I received from Shellpoint regarding the BBB complaint I filed was never addressed! You are liars. You send same old information at least 1-2 x a week, lots of duplicate letters as I stated earlier, that shows no progress. NONE at all. I want a response by Monday XX/XX/XXXX. That response better be a deal closer. Sincerely aggravated, disgusted, fed up
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60123
Submitted Via: Web
Date Sent: 2017-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX Hardship Statement XX/XX/XXXX to Shellpoint for : XXXX, OH XXXX Account # : XXXX, OH XXXX Account # : XXXX It has been documented through Consumer Financial Protection Bureau ( Complaint # XXXX ) for the past year that I have repeatedly asked Shellpoint to adjust the APR on my XXXX property. I completed their forms numerous times for both addresses, but they would always send me an additional form. So, the mortgage modification would never be complete for XXXX. I did not request a new modification for XXXX, only XXXX. In XX/XX/XXXX, I was XXXX for XXXX ( XXXX ) due to mortgages XXXX. My two first mortgages in XX/XX/XXXX from XXXX ( XXXX ) had the predatory subprime rates of 10.5 % and 9 % respectively. I was XXXX years old ( retired as a XXXX in XX/XX/XXXX after 33 years of XXXX ). I was assured before and during the loan signing in XX/XX/XXXX that I could later refinance/modify the loans at any time without penalty. XXXX originally owned the first and second mortgages. I tried to refinance/modify the loans before XXXX went out of business in XX/XX/XXXX. I tried to refinance/modify my mortgages without success from companies that bought the mortgages. I am XXXX years old now and Shellpoint Loan Servicing now holds the 1st mortgages. I have asked Shellpoint repeatedly ( notably XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) to refinance/modify the 1st mortgages. I was given H.A.R.P for XXXX, but not XXXX even though I applied for modifications on each of the homes at the same time in XX/XX/XXXX. Although XXXX is listed as an investment, my son lives in the house ( a second home ). I have been refused a modification for XXXX because I am not delinquent/in default. Mortgage payments are automatically deducted monthly from my pension checking account. I am in a vicious cycle of low credit eligibility to refinance due to debt : income ratio because of the mortgages. In XX/XX/XXXX, I will be XXXX years old. As of XX/XX/XXXX, I have already paid {$870.00} * 193 months or {$160000.00} for the 1st mortgage at XXXX. I have already paid 11 years of mortgages for XXXX. I bought the XXXX house for {$130000.00} with a {$20000.00} down payment in XX/XX/XXXX. I need relief. I do n't want to die and leave my son strapped with house debt similar to sharecropping. I bought my primary residence ( XXXX ) in XX/XX/XXXX for {$65000.00}. In XX/XX/XXXX my credit score was XXXX. The XXXX lender would not let me buy the 2nd house next door without mortgaging XXXX. I am being discriminated against because of predatory loan practices when I was XXXX years old. The lender told me I could refinance without penalty for the 1st and 2nd mortgages, but only the 1st mortgage on my primary residence was done through the government 's H.A.R.P. It was never my intention to be in debt till I die paying mortgages. The government noted the predatory practices and gave relief with H.A.R.P. for my XXXX residence. Relief for me is to have a Shellpoint Executive decision that the XXXX mortgage be PAID IN FULL by its original maturation date/sooner with a significant reduced APR.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45240
Submitted Via: Web
Date Sent: 2017-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been paying off the interest plus additional funds every single month on a home equity loan. Around XX/XX/XXXX, I found out I had XXXX and knew that the principal on my loan would be coming due the beginning of XX/XX/2017, I contacted the XXXX loan company to find out if I could modify all or a portion of the loan when it came due so that I could pay off some of my medical costs. I was told by them to wait because the loan was sold and the new company would probably offer me better terms. I was undergoing treatment for some XXXX and finally contacted Shellpoint Mtg. Early fall, I was told I would hear back from them soon, never did. I contacted them again in XX/XX/XXXX and was told that we could possibly work out a modification on some of the loan, I asked if I could still make payments while this plan was out into action. I was told, NO. I NEEDED TO WAIT. I talked to a few people to no avail, finally I spoke with someone and we spoke about paying {$25000.00} up front. He said he would take it to the investors. Again, I finally contacted them because I had n't heard from them. I was then told that the investors wanted proof that I had the amount in my possession, so I sent them a modified bank statement. Again, it went back to the investors. In the meantime, I actually tried to make electronic payments and was denied so I called and tried to make a payment of {$25000.00} so at least I would be showing my good faith about making the loan work. It was denied. I finally. Called back again after not hearing from. Shellpoint officers and was told my. Request was denied because I have plenty of equity in my home. I was told to make a better offer or sell my home. I came back and said i would like to pay all except XXXX and modify that portion. I was told it was going to go back to the investors. I waited heard nothing and again called and try to put money on my loan. I got so frustrated, I got the payment coupon in the mail and decided it was better to have a roof over my head than to continue with the added costs of medications and treatment above and beyond my insurance. I wrote a check for the full amount of {$32.00} XXXX and nailed it back with the payment slip. I then called the loan XXXX and told them to expect payment in the mail within XXXX business days. I told them that I wanted this over and better hind me with this threat of doom lingering over my head. Unbelievably, he told me that they were still trying to work with the investors for some portion of a modification. I told them to just cash the check and be done with it all. After a few weeks, the check was still not cashed. I called back again, I was told that the investors said I have a lot more equity in the house and that my check was going to be mailed back to me and now they want {$47000.00} to end the debt. I ca n't even begin to tell you how anxious I have become. I can barely catch my breath and I am beyond exhausted trying to find some kind of help. I went to an agency that offers assistance. They did a credit check and found my score has dropped over XXXX. since this has begun and that they list me as owing them now, days later {$68000.00}. I find myself wondering if death is the only possible alternative? Please, please can you help me? They know I am a senior citizen and live alone. I totally believe this is a blatant case of predatory lending. If they are destroying me like this, what are they doing to others like me? Please I need you 're assistance to put and positive ending to this months of nightmares. If you need additional information. Please contact me At XXXX or XXXX. Thank you XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18045
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: to whom it may concern ; i 'm writing this note because i 'm looking for some guidance in dealing with a situation which i 'm unfortunately stuck in and can not seem to extricate myself from. I started a mortgage modification process with XXXX almost 2 years now. while going through the modification process, XXXX apparently sold my mortgage to Shellpoint Mortgage Servicing with a P.O. in XXXX MI. I was n't very comfortable with how the process was proceeding so I requested to resume my payments to avoid further delinquency while we get the modification finalized. they returned my payments stating they can not accept payments while going through the modification process. here is the problems i 'm currently going through. repeatedly sent loan modification documents for 1.5 yrs now. bank keeps asking for more documents or claim they have not received documents sent. I engaged the assistance of a mortgage counselor just to ensure that the problem was n't with me. we gathered the documents requested, but every time we 've been to court they indicate to the judge that they are still missing documents. most recently I received an email from their attorney that my modification was declined because they did not get the information requested or there are documents provided in non pdf format and they could not view. when I saw the list of items they claim they did not get, it was the 1st time ever seeing them. in addition, I 've been submitting scanned documents in jpeg format for quite some time so not certain why after all this time they are not able to view. all this after receiving a letter from them on XX/XX/2017 that they 've " received your complete request for a loss mitigation program '', and they are currently reviewing the package to determine if the referenced loan qualifies for one of their programs. the notice i got from their attorney that they are missing information was on XX/XX/2017. I 'm now submitting a request for an Order of Mediation with the courts, but I fear that the bank will continue with the same practice of not really evaluating the application while my principal balance continue to balloon. Please help. thanks
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After XXXX hit XXXX, My father and I were informed that a new flood insurance was issued for our property for XX/XX/XXXX thru XX/XX/XXXX. We informed Shellpoint ( a mortgage managing company for New Penn Financial ) that we would not have gotten the loan in XX/XX/XXXX if we were not covered with Flood Insurance. Later my father and I leared we had flood insurance, but not for the period of XX/XX/XXXX thru XX/XX/XXXX. We ended up getting flood insurance from XXXX on XX/XX/XXXX, which extends through XX/XX/XXXX. I was informed by a worker named XXXX that we show flood coverage for day to date except for the period of XX/XX/XXXX-XX/XX/XXXX. If they wish us to pay for that period they could have requested the payment or add it on the mortgage as stated in the Deed agreement on record at the XXXX County Court House ( pg.5 of 14, # 5, Property Insurance ). Instead, Shellpoint set up an escrow account for taxes and insurance we have already paid. When we spoke to an attorney, she suggested that we make a complaint to the CFPB. I am tired of harrasment calls of being late with the mortgage payments. We have sent them the complete mortgage payment for principal and interest, and each month and they have the nerve to charge a late fee on the escrow payment which is not suppose to be on record. In the 11 1/2 years that the XXXX 's have owned this property, there has never been an escrow account. We informed Shellpoint that their escrow account was illegal and they would here from my lawyer, but on advise of an attorney, hearing from the Federal Government is better.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2017-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hi I 'm writing to complaint about Shellpoint Mortgage company. We are try to do a loan modification I through everything was going fine .I would call every 2 day to check on my loan I got no call back or your loan steel being processed. A few days ago someone from a Realtor company came to my house. Say we have to sign a paper a be out in 30 days. NO WORD FROM MY MORTGAGE COMPANY ABOUT THEY WAS SELLING OUR HOUSE .I HAD TO got To COURT HOUSE TO SEE WHAT WAS GOING ON. THEY NO ANSWER. NOW. HAVE TO A LAWYER .PLEASE HELP ME TO UNDERSTAND WERE I WENT WRONG. SO disappointed In My MORTGAGE COMPANY
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70301
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I refi last year with XXXX, at COE they stated on there title that the 2nd partial claim would be removed, closed escrow. Now tried to go back and lower rate and finding out that XXXX, which is underwriting by XXXX, is showing the 2nd is first position now putting us in a position of not being able to get any at shellpoint to help us out, the 2nd is also now showing in first position but title insured only shellpoint on the property in first position. This is causing us to have to possibly sell our property due to this huge error. Please advise. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95023
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have had a loan with XXXX. I have been 60 days overdue, but making the current payment for several months. I was told by XXXX that I needed to call on the 1st of the month every month to make the payment. When I called this month, I was told the loan had just been sold and to contact the new lender, Shellpoint Mortage. I never received any information regarding the sale of my loan prior to XX/XX/2017 the date of my loan sale, and have not received anything to this date, XX/XX/2017. I have contacted Shellpoint who does not know who I am. They have told me IF the loan was sold to them, within 60 days I would be notified. I am already 60 days overdue. If I wait another 60 days for them to upload the info to their computer, I will be 120 days overdue. No one will take my payment, not XXXX and not Shellpoint.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: This is the most unprofessional unreliable non-trustworthy Mortgage Company I have ever had the displeasure of dealing with under any circumstances. ( 1 ) My loan was sold to Shellpoint, and I asked to change my due date so I could pay on my pay week and they flatly refused, which causing me to have to pay late monthly. ( 2 ) I checked my payment history with a representative and was told all my payments were up to date in XXXX. Two weeks later I was told I owed for a missed payment back in XXXX. I did not recollect it, and was told everything was up to date. The representative told me he would review it since he told me the wrong information. a Month went by and I decided to pay the present and past month, although no one contacted me. 6 weeks later I was told I owed an additional month. I paid it and then found out your company turned in payments as being late to the credit bureau x 2 months while they were so called reviewing it. I would like to request that this data be removed from my credit account. The other problems are that every time I speak to someone in customer service, They give me the wrong information. These people are rude at times, hang up on the patron regularly and straight out either lie or are unknowledgeable regarding their jobs, which cause problems for the consumer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-04-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received notification from XXXX ( XXXX ) XXXX dated XX/XX/XXXX ( Exhibit # 1 ) that my home was about to go into foreclosure because I had not paid my property taxes since the second half of XX/XX/XXXX. My escrow is included in my house payment. Exhibit # 2 is a copy of my XX/XX/XXXX property taxes. This shows MY account number ; and displays that indeed no taxes have been received since the first half of XX/XX/XXXX. Exhibit # 3 shows that the monthly property taxes have been being paid out of my mortgage from XX/XX/XXXX. The last page of this exhibit shows, however, that my taxes were being paid to the INCORRECT tax account number, as well as the wrong person 's ( notice the name and address ) name and address. Exhibit # 4 shows a letter dated XX/XX/XXXX showing the agreed upon repayment plan amount of {$1200.00} from XX/XX/XXXX-XX/XX/XXXX. I received in the mail today the updated payment plan ( Exhibit # 5 ) for the remaining eight months XX/XX/XXXX-XX/XX/XXXX payment of {$1100.00}. I made 22 phone calls and spent two and a half hours in the office with my adviser, plus numerous amounts of research on my own time to get this situation straightened out regarding my mortgage company, Shellpoint Mortgage Servicing to resolve this situation. The final straw for me was when they raised my repayment plan amount from the agreed upon {$1200.00} to {$1300.00} when I called them to make my XX/XX/XXXX payment. The only response I could get, when asked why, is that 'This is what the system is telling us '. Upon, finally reaching the escrow department, they informed me, the payment was being increased because I had to pay the outstanding tax balance, while they waited for the refund ( from the county ). The mortgage company had made the correction in XX/XX/XXXX. It was at this time, ( XX/XX/XXXX ) I contacted my adviser. He spoke with Shellpoint Mortgage and told them we were going to file a suit and report them to CFBP. I had heard nothing yet, by XX/XX/XXXX ; and wanted to get this situation resolved before I made my XX/XX/XXXX payment. Once again, three phone calls got me nowhere, except " We are working on this. '' I reiterated that I would be starting law suit proceedings and referring them to CBFP. Amazingly, later that afternoon, the supervisor called me directly to state that the escrow situation had been cleared up and the remaining eight months of my repayment plan would be {$1100.00}. I received this confirmation in the mail today, and do not plan to accommodate any adjustments they might suggest be needed.
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 98023
Submitted Via: Web
Date Sent: 2017-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No