Date Received: 2016-12-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Faxed a QWR to Shellpoint on XX/XX/2016. I have not received a response on any of the loans that were included in the QWR request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2016-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage servicing was transferred to Shellpoint Mortgage Servicing on XXXX XXXX, 2016. My loan balance on XXXX XXXX, 2016, prior to the service transfer, was {$290000.00}. After the transfer, Shellpoint recorded my loan 's balance as {$720000.00}, missing {$420000.00} in transactions that posted in XXXX, prior to the transfer. Working with them to resolve the incorrect opening balance took many phone calls and emails. The missing transactions were finally applied to my account on XXXX XXXX, 2016. However, Shellpoint recorded the missing transactions as having occurred on XXXX XXXX, 2016, resulting in accruing interest against {$720000.00} for the 16 days, about {$1000.00} more than should have been. I have made many attempts by email and by phone to resolve this issue. My emails have remained unanswered, and my phone calls resulted in a relayed message from a loan officer stating that the interest calculation is correct. I left a message with loan officer to return my call and followed up with another email. They are refusing to correct the dates of the transactions that occurred prior to XXXX XXXX, 2016.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92131
Submitted Via: Web
Date Sent: 2016-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I applied for a loan modification with Shellpoint Mortgage Co. ( my current mortgage company ). I have been trying to get this loan modification settled for the past 1 1/2 yrs. They kept telling me to send various information & I complied each time. The last time I faxed all my documentation ( on or about XXXX XXXX, XXXX ) and when I did n't hear from Shellpoint Mtg Co, I called them ( on or about XXXX XXXX, XXXX ). I talked with XXXX in the loss mitigation department and he said the process is complete. They made their decision. They denied my loan modification because I was upside down. I owed more than my house was worth. The only option I had was to get current ( {$67000.00} ), Short Sale or Deed in Lieu. He explained all XXXX processes. I was never notified by mail that my loan modification was denied. First letter stated they were looking into other options for my loan, then I received a 2nd letter ( XXXX/XXXX/XXXX ) stated how much I owe to become current & on the back of the letter it indicated I was denied for the loan modification & that I was n't eligible for the Trial Period Plans listed in the letter. I have been switched to several different mortgage company during the 20yrs living in the property. I had a hardship & filed a Chapter XXXX Bankruptcy to pay my mortgage payments, along with the past due payments. I was with XXXX XXXX XXXX at the time I filed bankruptcy. XXXX XXXX, Chapter XXXX Trustee was making payments to XXXX XXXX XXXX. I also tried a loan modification with that company and did n't get anywhere, then they transferred by loan to another mortgage company, then I was transferred once again to Shellpoint Mortgage Company ( who I am with now - and they denied my loan modification ). They never checked the previous mortgage company to see where I was making my mortgage payments to. Shellpoint indicates that my payment was due on XXXX. How can I live in a home for 4 years WITHOUT making a payment. Today ( XXXX/XXXX/XXXX ) I am requesting an appeal, and provide them with Bankruptcy History Payments to XXXX XXXX XXXX so they can reconsider my loan modification, take off ALL those attorney fees, late fees and other fees they have listed because they ASSUMED I had not made a payment since XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Shellpoint has lied to me and to the CFPB for years now stating that they have approval from the investor of this loan to review me for an assumption and modification because I am not an original signor on the note but was awarded the property in my divorce decree and a XXXX, which makes me the successor in interest. Now, they have dual tracked for about the 100th time and even though I have a letter from them stating otherwise, there is a foreclosure sale date on my house. Shellpoint has been unfair, deceptive and abusive through every step of this process that has dragged on for YEARS!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98626
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XX/XX/XXXX The Honorable XXXX XXXX XXXX Attorney General of California Attorney General Office Service on The Attorney General California Department of Justice Attn : Public Inquiry Unit XXXX. XXXX XXXX XXXX, CA XXXX XXXX : XXXX XXXX XXXX , XXXX. Trustee Sale No. XXXX Dated XX/XX/XXXX Dear Attorney General XXXX, My wife and I are both XXXX I am XXXX years and has been living in this house since we sold our beautiful home at XXXX, and moved on XX/XX/XXXX to this house at XXXX XXXX XXXX XXXX, XXXX , in order being close to our XXXX grandchildren who spend most of their school holidays and weekend with us. There have been unforeseen circumstances during past and changes due to housing market, our health condition and hardship problems since XX/XX/XXXX and today our home is scheduled to XXXX XXXX XXXX, XXXX. Trustee sale No ; XXXX assigned by Shellpoint servicer on XX/XX/XXXX and we have to vacate it as soon as following the sale auction. Even though considering this was our dream house, and our life investment, retirement since working after the completion of engineering graduate school but by losing this home we have no place to go and having trouble to rent due to the damaged of our credit history and under our personal condition it takes at least 6 months to find the proper place to move. We would certainly appreciated the assistance of Honorable Attorney General to review summary of our story as outlined below : 1. On XX/XX/XXXX XXXX mortgage start processing our application for Modification. On XX/XX/XXXX XXXX XXXX XXXX stated to continue with Home Loan Modification ( HLM ) since took over XXXX. 2. Despite to our expectation we have experienced lengthy delays processing the HLM. The reason : Repeatedly submit and resubmit same documents over and over again. Finally to reduce and fix our contact with many XXXX XXXX XXXX employees in charge, XXXX XXXX XXXX introduced us XXXX XXXX as a Customer Relationship Manager ( CRM ). 3. XXXX XXXX XXXX keep changing our CRM and we have to restart same process again and again due to loss of previous paperwork, transferring our file between various departments etc. There have been many CRM changes since XX/XX/XXXX. After XXXX XXXX introducing XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. 4. The next thing that we receive, posting another foreclosure sale notices, despite knowing that our home would not be foreclosed on while being considered For a loan modification and transferring our mortgage ( twice ) back and fort to XXXX servicer. Therefore under the new HLM announcement by the department of Justice and State Attorney General, On XX/XX/XXXX XXXX XXXX XXXX contacted us and agreed to work on the new HLM and stated that a significant principal reduction and reduced monthly payment by average of 35 %, may be applied. But again we did not experience any result consequently. 5. Under the National Mortgage Settlement, homeowners who were wrongly under foreclosure act and new modification relief law, I have contacted to the Honorable Attorney General of California XXXX XXXX XXXX. The Attorney General appointed Professor XXXX XXXX XXXX XXXX of XXXX XXXX, to assist and monitor and oversee the bank services. We have contacted to XXXX and authorized XXXX XXXX XXXX to communicate with the California XXXX, about our HLM file. 6. Professor XXXX and her team assisted us for many months and did everything to come up with HLM solution. It seems XXXX XXXX XXXX did not cooperate. Finally Professor XXXX advice us that XXXX XXXX XXXX is not willing to modify our loan but wanted to pay {$20000.00} / deed in lieu, and recommended if you wanted to
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My house in Arizona was foreclosed on with XXXX and was supposedly sold and foreclosed on back in XXXX 2016 of this year per XXXX and the gentlemen that purchased it came over and said he bought it- now I am getting a bill from a place call Shell point Mortgage Servicing with the full balance owed like I owe money to them now for the mortgage. How can I owe money to another mortgage place when it was purchased by someone else at an auction foreclosure and I no longer own the home? XXXX and this Shellpoint has been playing games with me and telling me that I know longer own the home and the person that bought it will be the one that is on Shellpoint mortgage but instead they have put my name on a house I no longer own
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2016-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am a victim of an unethical mortgage servicer, Shellpoint Mortgage. I have been trying to resolve my issues with this predatory negative amortization loan, but have been obstructed and given misleading and false information as the company claims they ca n't help me and attempts to sell my home out from under me. I am in a position where I can easily afford a reasonable mortgage payment, but Shellpoint continues to tell me that I do not fit into their guidelines for assistance, then fail to tell me WHY I do n't qualify. Even more disturbing is the fact that Shellpoint has provided me with XXXX different evaluation sheets less than two months apart that completely contradict XXXX another and show that the company is either grossly incompetent or purposely trying to deceive me. I have owned my home since XXXX, but am now facing foreclosure due to their unethical actions. I was able to get Shellpoint to engage with me after they initiated foreclosure proceedings ( after being stonewalled by Resurgent/Shellpoint for literally 2 years ) and began trying to apply for a modification. I was told via letter on XXXX XXXX, XXXX that although I have a hardship, I do not qualify for a loan modification. No evidence or reason was given as part of the denial, but an information sheet was provided and the property value listed was {>= $1,000,000} and my monthly income had been calculated at {$20000.00}. I obtained some new clients shortly after this denial and my financial circumstances improved so I submitted another package. On XXXX XXXX, XXXX, I received a very similar letter stating that although I have a hardship, I do not qualify for a loan modification, once again with no specific reason. What is interesting is that the information sheet for this new submission, dated less than two months after the first was received showed that the current value of the home was {$350000.00}. This means that the value of my home WENT UP XXXX XXXX DOLLARS IN LESS THAN TWO MONTHS. My income was calculated at {$25000.00} on this information sheet to reflect the change in my financial circumstances. ( I have attached these XXXX denial letters for your review ). This is a predatory negative amortization loan that was originated by XXXX. As I understand it, there was a settlement with the XXXX relating to this pool of loans and I should have been offered an opportunity to get out of this bad loan into something fixed but that never happened. In XXXX we discovered that XXXX of the partners XXXX had embezzled over 2 XXXX dollars. Within a matter of days we lost 90 % of our business and were struggling to survive. At that time I tried to reach out to B of A ( they had taken over loan from XXXX ) for assistance with my mortgage, but was told there were no possible options since I was current on my loan, even though default was imminent. Eventually I fell behind and I talked to XXXX who advised that I should file a bankruptcy, and that by doing so I would wipe out all debt except my mortgage and that after I did that they would gladly work to modify my loan. Once the BK was discharged ( I was only a few months behind at that time ) my loan was transferred to Resurgent. I found it impossible to get anyone at the bank to speak with me and was eventually told that there was only XXXX person I could speak with at the bank regarding my situation, XXXX XXXX. I tried for NINE MONTHS, calling every week like clockwork in an attempt to reach my designated point of contact. I never once spoke with him, I never got a returned phone call, no voice mail, no nothing. After a year of trying I engaged an Attorney who sent a demand letter in an attempt to negotiate with Resurgent ( name had now changed to Shellpoint ). They continue to refuse to fairly negotiate with me or offer any insight as to what programs I am being reviewed for
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2016-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage note was recently tranferred from XXXX mortgage servicing company to another. It was with XXXX XXXX XXXX, but as of this month it is now with Shellpoint Mortgage Servicing. I have an interest only loan based on XXXX rates. The rate for my last payment to XXXX was XXXX. My payment was XXXX. My mortgage is {$250000.00}. That has been pretty consistent for the past couple years. My current rate under Shellpoint is XXXX, yet they debited {$1800.00} from my checking account for XXXX, approximately {$1000.00} more than what should have been debited. I canceled the automatic debit and contacted their servicing department. They had absolutely no explanation why they were debiting {$1800.00} from my account and why the same was scheduled for XXXX. I asked several times to speak to a manager. They could n't give me anyone to talk to. I was put into voicemail. I tried calling again the next day and had the exact same results. I am currently trying to refinance with a local bank, but I feel that {$1000.00} was stolen from my account by Shellpoint and that they had every intention to do it again in XXXX. I need help getting back the money they stole from me for XXXX. I 'm at a loss right now as to what I should do next.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2016-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I took out a mortgage loan. The monthly payment was advertised to be a low payment. However, within the first year of the loan, the monthly payments kept increasing until I was not able to afford the payment anymore. The bank has changed several times. The loan has been transferred to several entities as you can see it on the summons and complaint and bank correspondence. I tried to do a loan modification but the bank, previous bank, claimed that my application was incomplete when I sent all the documentation required under the XXXX guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I was interested in refinancing my existing XXXX Mortgage and I reached out to New Penn Financial ( XXXX ) starting in XXXX of 2016. Everything was approved and ready to close but on XX/XX/2016 I decided that I no longer wanted to move forward with the loan/closing. I informed XXXX of New Penn Financial on XX/XX/2016 via email. XXXX quickly reached out to my via phone in an attempt to convince me to continue working with New Penn and close out the refinance with them. New Penn has ignored multiple requests from my new refinancing company " XXXX '' to transfer my FHA case number to allow them to lock in my refinancing rate with them. I saw this as a deliberate attempt by New Penn Financial to block me from being able to shop my refinancing options with other Mortgage Companies. Because of New Penn Financials unethical behavior my original estimated Mortgage interest rate increased from 3.37 % which is now costing me more money. New Penn Financial continues to call me 19 days later stating that they need me to telll them who to transfer the FHA case number too. This does not make any sense to me because I know that XXXX provided all the necessary to New Penn to transfer the FHA case number. All of this will now end up cost me thousands of dollars. This type of behavior should not be allowed because it cause consumers a lot of unnecessary stress. As I 'm submitting this compliant XXXX of New Penn Financial continues to reach out to me regarding the loan that I requested him to stop working on 19 days ago. XXXX emailed me on XX/XX/XXXX stating " I see you made your XXXX payment. We can still do the loan for you and close in XXXX '', again after I informed him on XX/XX/XXXX that I decided not too move forward with New Penn. This sounds like New Penn continues to work my loan and pulling my credit report, which is going to show as additional inquiries. I 've informed New Penn Financial thatI plan on working with another institution so why are they continuing to utilize my information? XXXX, NMLS # XXXX New Penn Financial
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60031
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No