Date Received: 2017-03-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Complaint XXXX of XXXX Shellpoint Mortgage. On this loan I did get behind but on XX/XX/2016 I made a payment of {$2500.00}. At that time I believe that paid it current. I was told there could be some additional foreclosure costs due. However a couple of months later I received no correspondence. I called and discovered Shellpoint began foreclosing on the property. Apparently they put the payment in a suspended\partialpayment account where it has remained.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2017-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Complaint XXXX of XXXX with Shellpoint Mortgage. Again another account in which a misapplied payment has led to a foreclosure action. I would strongly encourage the CFBP to audit Shellpoint Mortgage. I am also getting calls from mortgage clients that have similiar issues. My office is in XXXX Ohio which has a population less then XXXX. This company has very aggressive collection efforts and flawed software and could pose a risk to injure a lot of consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2017-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have XXXX complaints to file with my XXXX loans which are serviced by Shell Point Mortgage. The constant misapplication of payments has caused me great suffering and great confusion. I am the managing memeber of XXXX. I also have been originating mortgage loans for 25 years. I have had loans with almost every servicer in existence over the last 25 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2017-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Shellpoint Mortgage continuously requests documents for a loan modification after they have been sent multiple times. This tactic has caused an unnecessary delay and ultimately led to my mortgage modification to be canceled due to, " you did not provide us with the documents requested ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78724
Submitted Via: Web
Date Sent: 2017-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing refused to provide the contact information for the Bureau of Consumer Financial Protection. During a call in which they requested documents to be sent again for a loan modification, I was speaking to a representative named XXXX on the date of XX/XX/2017 and had had enough of their incompetence and requested the contact information of the Government entity that regulates them. XXXX refused to provide the name of the CFPB ( which I had to XXXX ) and the contact phone number. She said the information was on the statement and when I demanded she provide the information she terminated the phone call. Reviewing the mortgage statement from Shellpoint Mortgage did not provide any contact information for the CFPB to launch a complaint as indicated by the representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78724
Submitted Via: Web
Date Sent: 2017-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This is a complaint about Shellpoint Mortgage : CFPB Modification Rules not adhered to by Shellpoint referenced in part throughout complaint : PLEASE NOTE THIS IS ONLY HALF OF THE WRITTEN COMPLAINT DUE TO THE SPACE ALLOTTED. The entire complaint is included as an attached document in this file as this is an on going issue to date.
38 ( b ) ( 2 ) Properly evaluating loss mitigation applications.
Paragraph 38 ( b ) ( 2 ) ( ii ).
1. MEANS OF IDENTIFYING ALL AVAILABLE LOSS MITIGATION OPTIONS I started a loan modification on my primary residence in late XX/XX/2016 with SPS Mtg. Servicing, it was confirmed a complete application with all documents received on XX/XX/2016 by XXXX, being sent to underwriting and to follow up in two weeks. I called on XX/XX/2016 and was informed without any written notification whatsoever my mortgage would be transferred to Shellpoint Mtg. and to call on XX/XX/2016. This is when the problems started ; with the program deadline on XX/XX/2016 I knew everyone needed to stay on top of things ensuring documents were received from the former mortgage company etc.so I started my follow up calls to Shellpoint Mtg.
XX/XX/2016 ( Thursday ) My first call to Shellpoint, employee, XXXX, gave me the new account number and suggested I start the follow up because Shellpoint Mtg would never admit to receiving the documents ( from the former mortgage company ) even if they had, it was general practice, and they are trained to say this. I was told to call back on XX/XX/2016 Follow Up call no documents received yet. XX/XX/2016 ( Monday ) morning nothing Monday afternoon call, regular loan documents could be seen as received and resulted in Shellpoint employee, XXXX stating I would be asked to send all my Modification documents to them and start all over. He said Shellpoint employee XXXX was my point of contact and she would call me.XX/XX/2016 and XX/XX/2016 Follow up calls leaving V/M 's for XXXX no return call. XX/XX/2016 Follow up call to SP employee, XXXX was very rude kept me on hold for 38 minutes then said my point of contact was XXXX to send/fax in ALL Modification documents to his attention. transferred me to leave a V/M. I left a message for XXXX. XX/XX/2016 follow up V/M left for XXXX trying to confirm documents were received. XX/XX/2016 received V/M - XX/XX/
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2017-03-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2017-03-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: SO AFTER TRYING FOREVER TO GET A GOOD FAITH REVIEW FOR A LOAN MODIFICATION FROM XXXX. " XXXX '' ( WHICH WILL BE SUMMARIZED IN A SEPERATE COMPLAINT ABOUT XXXX ) MY LOAN WAS TRANSFERRED TO SHELL POINT MORTGAGE SERVICING " SP ''. SO IN AN EFFORT TO START THE PROCESS OF BEING REVIEWED FOR A LOAN MODIFICATION I WAS PUTTING TOGETHER A REQUEST FOR MORTGAGE ASSISTANCE AND CALLED " SP '' TO LEARN - ACCORDING TO THEIR RECORDS - BECAUSE THERE HAS BEEN ALOT OF CONTROVERSY REGARDING THIS THROUGHOUT THE LIFE OF THIS LOAN ... .WHAT THE MONTHLY MORTGAGE PAYMENT SHOULD BE ( ONCE AGAIN, ACCORDING TO THEIR RECORDS ). CALLING XXXX ON XX/XX/2016 AND SPEAKING WITH SP REPRESENTATIVE XXXX XXXX HE WAS ADAMENT THAT THE MONTHLY PAYMENT WAS {$3200.00}. AS THIS WAS QUITE A DIFFERENT NUMBER THAN WHAT XXXX HAD TOLD ME I ASKED HIM SEVERAL TIMES IF HE WERE SURE ABOUT THIS FIGURE?? AND THE ANSWER EACH TIME WAS A CLEAR " YES. '' SO I WAITED AND CALLED THE SAME NUMBER LATER ON THAT SAME DAY ( XX/XX/2016 ) TO DOUBLE CHECK ON THIS. THE REPRESENTATIVE WOULD NOT IDENTIFY HIMSELF BUT HE INFORMED ME THAT MY MONTHLY PAYMENT WAS {$5300.00}. I EXPLAINED TO HIM THAT THE FIGURE HE WAS TELLING ME WAS VERY MUCH DIFFERENT THAN THAT OF WHAT I WAS TOLD BY THE PREVIOUS SERVICER AND WHAT THE SP AGENT HAD TOLD ME EARLIER IN THAT VERY SAME DAY. BUT HE TOO WAS ADAMENT IN HIS FIGURE OF {$5300.00} AND WHEN I ASKED HIM SEVERAL TIMES IF HE WAS CERTAIN OF THIS FIGURE THE ANSWER WAS A CLEAR " YES '' EACH TIME. SO THERE YOU HAVE IT - IMMEDIATELY OUT OF THE GATES IN THE PROCESS TO GET A GOOD FAITH REVIEW FOR A LOAN MODIFICATION SP WAS STRAIGHT UP LYING TO ME ABOUT THE MONTHLY MORTGAGE PAYMENT ( WHICH OF COURSE WOULD MAKE IT IMPOSSIBLE FOR ME TO GET A LEGITIMATE REVIEW FOR A LOAN MOD UNDER WAY ). AND SINCE THIS HAS BEEN A SERIOUS ISSUE AND SOURCE OF GREAT CONFUSION GOING BACK ALL THE WAY TO THE ORIGINATION OF THIS LOAN COMBINED WITH THE FACT THAT I HAD JUST SPENT A WHOLE YEAR TRYING TO GET A REVIEW FROM XXXX ONLY TO GET A NEVER ENDING RUN AROUND - I REALLY HAD NO CHOICE BUT TO FILE BANKRUPTCY AT THAT POINT. AND WITH IT HAS COME MANY ADDITIONAL COSTS 2 ) TIME LOST ... .IT 'S TAKING A TON OF MY TIME AND FOR YEARS NOW I HAVE BEEN WASTING MY TIME ON THE PURSUIT OF A LOAN MODIFICATION AND I REALLY, REALLY NEED FINAL RESOLUTION TO FINALLY MOVE ON WITH MY LIFE. OTHERWISE I MAY JUST XXXX. SERIOUSLY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2017-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I opened an account with XXXX in XX/XX/XXXX .... made a final payment in XX/XX/XXXX .... the home was foreclosed on in XX/XX/XXXX. Why am I still receiving negative marks on my credit report in XX/XX/XXXX? I spoke with XXXX and they said they no longer had the loan and that XXXX took this loan over in XX/XX/XXXX. XXXX said they were no longer in charge of the loan and that it transferred over XX/XX/XXXX. I would like this removed as it is well beyond the time limit. THANK YOU
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2017-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Attempted to do a loan modification with Shellpoint. Submitted multiple sets of documentation over the last 6 months with absolutely no phone contact with them. They just turned me down claiming I do n't qualify for a mortgage reduction. Homes directly across street sold recently at XXXX. I do not accept their decision. Especially since they operate so shady.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2017-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX was offered a loan modification with a down payment of {$9300.00} from XXXX with a down payment. XXXX sent XXXX the check they cashed it and they never gave her the loan modification. Then she was transferred to another servicer and it has been an on going process of trying to get her loan modified as well as trying to find out what happened to the {$9300.00} and why did XXXX take her money and would not talk to her after they received her money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2017-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No