Date Received: 2017-01-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX I called Shellpoint Mortgage to inquire about getting rid of PMI payments. I was told that I would need to pay for an appraisal at the cost of {$400.00} to determine the value of my home. On XX/XX/XXXX I sent a written request to Shellpoint requesting a home appraisal. Shellpoint ordered the appraisal and the home appraisal was completed XX/XX/XXXX. On XX/XX/XXXX, after not hearing anything, I called to inquire about my appraisal. I was told that a fee of {$620.00} was due for the cost of the appraisal, and only after that fee was paid I would get the results of the appraisal. I asked why the appraisal fee was so high and was told that they could not give me that information, nor was there anyone who they could forward me to who could. I also inquired about the bill that I never received for the appraisal. I was told that the bill would be on my XX/XX/XXXX statement. My first concern is the cost of the appraisal. The going rate for appraisals on a single family home ( my home at less than XXXX ft. ) are {$300.00} to {$400.00} at most. I do n't know why they are charging me {$620.00}. My second concern is that my appraisal was completed XX/XX/XXXX, if they are sending me a bill XX/XX/XXXX it looks like they want me to continue paying PMI at least 3 months after my appraisal was completed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2017-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-07
Issue: Settlement process and costs
Subissue:
Consumer Complaint: On or about XXXX XXXX, XXXX, I had damage to my home from hurrican XXXX. I submitted my claim and my Insurance company, XXXX, paid out {$64000.00}. The check came out in my name and Shellpoint Mortgage Co. I called Shellpoint and they stated they will send me forms to fill out. After filling out the forms and signing the check, Shellpoint told me to mail it in. I asked can I send it certified or by XXXX? She stated no because they do n't do that anymore. ( paper trail ) I felt uneasy about that amount being sent in but felt even more suspicious when they told me that they charge fees for Inspections, if I do the work myself, they want me to do a material list with prices, they do n't reimburse for labor, if I do upgrades or do more than what is on Insurance Estimate or my material list, it wo n't be reimbursed. WOW! I told her that I planned on doing the work myself because I built the house myself and I could bring the value up much higher on the property but if they do n't pay what the Insurance company pays what happens to the extra money from the insurance company. She states that after all the fees from them, what ever is left will be applied to my principle or they give it back to the insurance company. THIS SERVICING COMPANY IS VERY SHADY! I called the NC Attorney General 's office and they agreed. They ask me to send in a complaint and I did. ( No Answer yet. ) So far we have spent out of pocket over {$30000.00} for new HVAC Units, Plumbing, Electrical, Framing, Roof, Windows, Doors, Engineer, Labor, and Trash removal. We are at a standstill as of now and have to be finished and moved back in by the end of XXXX XXXX. After all this I have tried to find out the owner of the Deed. XXXX says XXXX XXXX XXXX, XXXX says XXXX owns it, XXXX says Shellpoint Services it but XXXX owns it. Everyone is passing the buck. I ca n't keep going like this. We need to finish the house because our insurance company is not going to let us keep renting after the end of XXXX XXXX. I did call back to Shellpoint because if I misunderstood something I wanted to double check. The lady there stated everything just like before except after I told her I contacted the Attorney Generals Office she stated that they would waive my so called fees. I then told her that Shellpoint was in breach of contract. She stated that the claim was their loss, not mine. She also stated to nip this in the bud- I was not allowed to do the work myself because I was not a XXXX. I told her XXXX and will fix it myself and if they wanted to stop me, they know where I 'm at. My deed states everything. Oh and when you sign the paperwork and send it in with the check, you have to sign a lien waiver before getting any funds. My deed states clearly what and how it should be done. Not to mention other issues like, monthly statements not being sent to me or applying my payments correctly. Borrowed {$230000.00} over 11 years ago and my balance is at {$210000.00} as of last month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2017-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing ( Complaint # XXXX ) never sent me follow-up papers from XX/XX/XXXX to decrease the APR and/or monthly mortgage payment for my XXXX, OH XXXX property. My son lives at XXXX. In XXXX, I submitted applications for both properties ( including my residence at XXXX, OH XXXX ), but Shellpoint only gave me a modification for XXXX. The subprime rate on both properties in XXXX were part of the country 's XXXX Great Recession. I still do not want to be a sharecropper paying for properties that I will never own.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 45240
Submitted Via: Web
Date Sent: 2017-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint mortgage is showing we are late on our Mortgage and threatening to negatively affect our credit when we are not late and have never been late. We have corresponded with them over and over again showing them the cancelled checks and proof that all payments since the inception of the loan have cleared our bank account along with the original note and closing statement and they still send us letters showing us as late and will not correct their records even though we have provided proof we are not late. We have sent them certified mail, emails and have spoken to them and they still send us letters showing we are late. They deny receiving the certified letters that we have proof that they signed for. We can attach all correspondence with them showing they are being negligent in this matter and we as consumers should not have to be put this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 952XX
Submitted Via: Web
Date Sent: 2017-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I was sent a letter from XXXX stating that the mortgage would be switched to Shellpoint on XX/XX/XXXX. I reached out to them the week of XX/XX/XXXX and was told no information was available as of yet. The mortgage was under assistance review from XXXX at the time and I wanted to find out the status so that I could plan accordingly. I have been trying to get the property rented out with a tenant and with a flux in my income and after experiencing a vehicle loss and property clean up due to Hurricane XXXX I was behind. I received a call on the XX/XX/XXXX from Shellpoint stating that they needed additional information and that the packet was incomplete. This was shocking to me since the last conversation with XXXX they told me they had received everything needed and that it was in underwriting. The phone call with the Shellpoint mortgage point person lasted about 20 mins and I was told to send my information. I asked for a letter stating what discussed in our conversation. I also asked for the amount due she stated {$4300.00} ( sorry ca n't remember the approx figure ). The letter requesting the documentation was dated for the XX/XX/XXXX and sent around the XX/XX/XXXX - the letter stated a XX/XX/XXXX deadline. In the interim, I received my first statement from Shellpoint dated for XX/XX/XXXX for the amount of {$7100.00} due on XX/XX/2017. I was flabbergasted and scared because once again this figure seems to be put in place to help escalate the foreclosure process. I prepared and sent in all requested documents on XX/XX/XXXX. I called to follow up and the next person I spoke to asked me to verify my information I did and they told me that they were unable to speak to me since the social security number that was on file did not match my social security number. About two years ago I encountered the same issue with XXXX about the property, my grandmother was deceased and by rights of survivorship I inherited the property and was residing at the property. I understand that I only inherited the property but no the loan. However, XXXX added my name to the account so I could make payments however I was never sent any documentation to sign stating that I assumed the loan. If this could be secured from anyone of the mortgage companies for my documentation that would be greatly appreciated for my files. Again while the account was with XXXX I made consistent payments but ran into difficulties and XXXX connected to me a loan assistance person to help start the process. As to the phone call with Shellpoint they stated they could n't speak to me about the account. I called back again and spoke to a different person who asked me to send an email stating to change the social on the account and I did and was told I would have no issues moving forward. Shellpoint 's mortgage assistance called back sometime the week of XX/XX/XXXX and told me they still did not have enough information from processing. I again asked for the conversation in writing and a letter of specifics to make sure that I would prepare the newly requested documents to the best of my abilities. Not sure if I have run out of time for the loan modification but based on what I received it seems that way. In total I only received XXXX mortgage statement ( XX/XX/XXXX ) and nothing before then to get an idea of the account and I am not sure how the account went from XXXX to XXXX. I also want to know if they received all documentation from XXXX from the account name from Estate of XXXX XXXX to my name for accounting purposes. I think they are stalling on the loan modification and finding ways to add more debt to make this situation as difficult as possible to resolve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2016-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Servicer has been avoiding compliance with XXXX guidelines and CFPB rules for proceeding to a foreclosure sale when a loss mitigation application is still pending.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 60202
Submitted Via: Web
Date Sent: 2016-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX XXXX after the second lay-off in 4 years within my family I was behind for the first time in 15 years on my mortgage payments. As you may recall, " modification '' became the new buzz word in the mortgage world and I hired an agency to help me submit an application for modification to possibly lower my payment and roll fees to the back of my loan in order to prevent foreclosure. This cost me {$1800.00}. In XXXX of XXXX my spouse and I happily signed a modification agreement which would lower our interest from 6 % to 5 % and waive late fees. We made our first payment in XXXX XXXX. In XXXX XXXX we received a mortgage statement showing that we had made a " partial '' payment. After several calls to the bank it was stated to me that I should " wait on payments '' until I received the updated statement showing the changes made with the modification. It was also stated by the bank that due to the large number of applicants for this type of assistance there was a backlog but we should receive the new statement in time for XXXX payment. This did not happen. Instead we received an application for modification. I tried reaching out to the agency that had assisted me and got no response. In XXXX I received a call from another agency declaring that they had taken over and would re-submit an application for modification for us. Now I could spend the next XXXX pages describing what I have gone through but that would n't do either of us any good so I will try to briefly give you the summary by way of timeline. XXXX XXXX submitted new modification application XXXX XXXX began divorce proceedings XXXX XXXX I was laid-off and left waiting for an unemployment check for 7 weeks. XXXX XXXX I Received an offer from the bank but it was not a modification - no relief with the interest rate and all fees put to the back of the loan. I was unable to accept this modification offer due to the drastic change in circumstances to my financial situation. XXXX XXXX Began a " Making Home Affordable '' application with my local HUD funded XXXX XXXX XXXX Began employment. Updated the bank and continued to send in requested documents. XXXX XXXX I Received the divorce decree and forwarded this information to the bank who had been reviewing my application and needed this information. XXXX XXXX I received a foreclosure notice and a notice that my house would be up for auction on XXXX XXXX, XXXX. Yes, even though I was in process! They would not hold the auction or delay the foreclosure. XXXX XXXX After repeated attempts to get the bank to postpone the sale I was forced to declare XXXX XXXX Bankruptcy to save my home. XXXX XXXX I went to bankruptcy court - which was one of the most humiliating experiences of my life. This stopped the foreclosure process and then captured my past due amount plus fees into a 6 year payment plan but it did not help me with the original mortgage situation. XXXX XXXX I wrote to the attorney general 's office in my home state. XXXX XXXX, the XXXX at that time, was working on a lawsuit against the " BIG '' banks for homeowners who were in the same situation as I. XXXX XXXX After back and forth correspondence with the bank and the XXXX. I started the modification process again. It still took me approximately 1 year to get this bank to acknowledge receipt of my completed application. XXXX XXXX I was sent an offer. It was not a modification. The bank claimed to have forgiven my {$50000.00} second mortgage but in truth it was tacked on to the balance of the loan. The loan payment they were calling " modification '' was {$500.00} more per month than my original mortgage payment amount. XXXX XXXX I hired another agency who claimed they could secure an actual " modification '' for me. My experience with this group is a nightmare that continues today.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2016-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We started the short sale with ShellPoint XX/XX/2016. On XX/XX/XXXX they did a drive-by valuation resulting in a value of XXXX. We then initiated a value dispute due to the documented damage to the property. We were told it would take 7 days to return a decision on that value dispute. It took 16 days to get them to tell us the results - they said this was " Due to an interior appraisal that was performed on XX/XX/XXXX ''. We were told that the " new interior appraisal '' returned a value of XXXX. When we were sent a copy of that " interior appraisal '' it turns out it was another exterior valuation only. They lied to us. -- -- -- Please see attached - it is circled in red. There are NO interior pictures from the appraiser. It is obvious he never entered the property. The square footage listed on the BPO is not remotely correct. The county records have the property listed at XXXX square feet. The appraiser listed the square footage at XXXX - see attached circled in red. No working furnace. The property is in the mountains where it is currently below freezing - and has been for some time. ShellPoint has outright refused to acknowledge verified real damage that would prevent any conventional buyer from obtaining a loan. We have brought these issues up to ShellPoint multiple times. Each time they ignore the factual evidence in this short sale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92021
Submitted Via: Web
Date Sent: 2016-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Again I have received another noticed dated XX/XX/2016 stating that I am still delinquent and the owner of a loan for a house that was foreclosed on. I originally filed a complaint and shellpoint acknowledge this was being taken care of XXXX ( see below ) that this is being corrected and it is an error and should not be in my name and again I have received a bill saying I am delinquent on a home I do n't own anymore. It is showing on my credit as another delinquency and I want this corrected and I want this out of my name or I will see an attorney. This is my third time asking to remove this loan from my name and XXXX has still not taken care of this due to I have a brand new bill again for a house that was purchased by someone else and in someone elses name. This needs to be removed asap or I will seek legal counseling. ( see shellpoint acknowledgement below that this should not be in my name and will be removed. Shellpoint Mortgage Servicing said : Explanation of closure Shellpoint acknowledges your concerns with regard to the foreclosure sale of the subject property. After careful review of the loan, we concluded that the foreclosure sale was conducted by the prior servicer of the loan ( XXXX ), and we are updating our records accordingly. Additionally, the billing statement that you received from Shellpoint was inadvertently sent, and we apologize for any confusion or inconvenience that this matter may have caused.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2016-12-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My wife and I own our home in XXXX California. In XXXX of XXXX our mortgage was purchased From XXXX XXXX XXXX by a company called ShellPoint Financial. Up to this point we had been current on our Mortgage payments. However, due to a financial change several months earlier ( reduced employment income ) we decided to file for Chapter XXXX Bankruptcy, which we were awarded in XXXX XXXX. As a means to settle our bankruptcy and to put us in a better financial position, we decided to break off and sell an undeveloped portion of our larger property. We got all necessary approvals and permits to do this from the City and County that we live in. However, in order to sell this parcel of land, we needed ShellPoint to release that portion of land from the entire property. My wife and I started to contact ShellPoint in XXXX XXXX. We wrote them and called them numerous times. When we were able to reach a live person - which was VERY RARE - we were told that paperwork would be sent to us to apply for a release of property. This was never sent to us, despite the fact that we requested it several times. We continued to contact ShellPoint hoping we could get SOME personal attention, but we were either transferred to another department, promised that someone would contact us, or ignored completely. After over a year of trying to deal with ShellPoint directly, we became frustrated with their non-performance, so we hired a lawyer in XXXX XXXX. Our lawyer commenced contact with ShellPoint that month. Our lawyer, on a regular and continuing basis, attempted to contact ShellPoint by phone and email. On occasion he got some response, but it was basically a phone message left at a random time, and in any case, no useful information on how we could proceed with any process to sell the lot we created, and to have it released from our overall property. ShellPoint did, however, request much information from us - financial statements, as well as a proper appraisal in order to show the significant value of our property even after the land was released from it. We had the appraisal done, at our expense. It indicated that even with the lot in question removed, the remaining value would still support he outstanding loan balance owed to ShellPoint. ShellPoint continued to ignore our requests and never took any action at all in order to allow us to sell the lot. At this time, the lot had been put on the market for sale, as we presumed that ShellPoint would release the lot at some point in the near future. In XXXX of XXXX, we received, and accepted an offer, of {$380000.00} for the lot. The buyers were in contract for an all-cash sale. ShellPoint requested - and we sent - information on the buyers, including a copy of the contract as well as verification of the funds they had in the bank ( excess of {>= $1,000,000} ). ShellPoint took NO ACTION, and after being in contract for NINE MONTHS, the buyers decided to walk away, canceling the sale. They had lost all confidence that the Mortgage holder ( ShellPoint ) would ever take any action to allow the sale. Our attorney was in contact with ShellPoint during this time. he was promised action which never happened, despite his numerous attempts to work with them. We had made an offer to ShellPoint that upon the sale of the lot, not only would we pay back any mortgage arrears we had with them, but that additionally, we would pay down the loan balance by {$100000.00}. ShellPoint completely ignored us. In XXXX XXXX, we received a notice of default from ShellPoint, indicating that they were considering foreclosure due to mortgage arrears. Because of their own inaction, we have been harmed financially. We had a buyer in contract and a sale would have allowed for ShellPoint to be made whole, and for us to retain our home. I have attached correspondence from our attorney, detailing all attempts to solve this issue
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94801
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No