Date Received: 2016-10-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SHELLPOINT Mortgage Servicing is a complete fraud and is trying to get our home through foreclosure. We have been trying to settle through the courts with Shellpoint mortgage and have spent XXXX of dollars in attorney costs and have gotten nowhere. THEY were sold our loan that was part of the illegal ROBO- SIGNING banks and now we are about to lose our house. We finally filled out a an application for the HAMP program - they approved us under HAMP 3 program were they promised to remove all penalties and past due amounts Our new Principle balance was to be $ XXXX When they approved us for the HAMP 3 program they just tacked on the all the penalties and interest and other fees on the back of the loan. When I asked them what happened to the Principle forgiveness on our loan they said that that is a HAMP 3 program and that they do not participate in that program They set us up on their HAMP 2 program, We were lied to. our loan amount to them is now $ XXXX our house is worth $ XXXX HELP! I have seen hundreds of similar complaints and lawsuits online against the predatory practices of SHELLPOINT MTG. and we are very worried that we are going to lose our house Is there a class action Govt lawsuit that we can join against them? Please advise ASAP Thank You for your time XXXX Fl XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2016-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I sold my house and closed on the property on XX/XX/2016. During closing the title company paid the second installment of my property taxes in the amount of {$2300.00}. I looked online the same day and noticed Shellpoint Mortgage also payed my tax payment the same day. I called and asked to Shellpoint to hold payment that afternoon due to the fact I just closed on the property. I was told that since they had n't received the payoff there was nothing they could due despite being almost 3 weeks early on the payment. A few days later my lawyer was able to contact XXXX County Treasurers office after they had received the payment from fidelity Title company so they were able to flag my account to avoid double payment from Shellpoint Mortgage. I have contacted Shellpoint multiple times on this issue with no resolve. When you call Shellpoint Mortgage you can only speak to the person who answers the phone in customer service. They will not transfer you to anyone. I 've asked to speak with someone in the tax department but every time I 'm told no. Also every time I call i 'm told a different story by the person on the other end of the line. As stated before I called on XX/XX/2016 around XXXX EST. about trying to get the tax payment stopped. I was told on that phone call that since they had n't received payoff there was nothing they could do. The Next time I called was on XX/XX/2016 at XXXX. EST. at that time I figured there would 've been plenty of time for them to receive and process my refund. I was told on that phone call that processing could take up to XXXX weeks and again I was told that I could speak to no one else but the person I was speaking with. I specifically asked to speak to a manager but was told that one was not available. So I waited until XX/XX/2016 to call again figuring that would be plenty of time for processing to take place. I made that call at XXXX EST. this time I was told that processing could take XXXX weeks. Again I asked to speak with someone in the tax department and again I was told no. This time the woman told me she would put in an email to the tax department about this situation and she 'd get back with me as soon as she got a response. Today is XX/XX/2016 and I still have n't heard anything from them. In between my calls my lawyer tried to intervene due to the fact he has power of attorney for me and he was told they could n't talk to him about my loan. He also sent a letter to Shellpoing Mortgage Servicing trying to resolve this issue but we 've receive no response to that letter either. I 'm fed up with dealing with this company and am asking for your help in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40324
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: my mortgage was sold, XXXX sold to XXXX. It is being serviced byShellpont Mortgage XXXX. I applied for and was granted a modification in XXXX. by XXXX XXXX The first payment was due XXXX. The agreement states if the next XXXX payments were made on time the modification would be permanent. all payments ( XXXX ) were made on time, I have been making my payments to the new service co, shellpoint on time. They advise me they have no paper work from XXXX, and are waiting. for it They also have no paperwork from XXXX on my XXXX application. which was compleeted in XXXX My home is still in the foreclosure process even though all payments were paid on time. XXXX failed in its obligation to oversee the selling of the mortgage and that it was serviced properly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08724
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-28
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I had applied for a refi with XXXX XXXX through loan officer XXXX XXXX. He kept encouraging me not to pay my mortgage on time because we might close on the refi. This went on for 4 or 5 months and then I was told I was denied in a voice mail. He said I would receive a denial letter explaining everything. I have never received it. I notified him and I notified his supervisors on more than one occasion and I still have not received the denial letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX, XXXX and now, attorney firm, XXXX XXXX XXXX XXXX. have violated multiple federal and state statutes. One of which relates to the submission of my complete loan modification package. This was never acknowledged, processed nor decisioned by any of these entities claiming ownership at various points in time of the account. To this day, it is unclear as to who the real owner of the account is? Also, there have been countless illegal, fraudulent and improper collection attempts made on me, my wife and my minor children in writing, telephonicaly and also in person by a XXXX man that literally interrogated my wife and XXXX children multiple times in our front yard about collecting monies, non of whom have any obligation whatsoever.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49546
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Dear Shellpoint Mortgage Company, C/O XXXX XXXX I have received the loan modification agreement from Shellpoint and it does not reflect the terms you laid out in the XXXX XXXX, XXXX letter you sent me stating : " Note that the total new principal balance under the modification is projected to be {$160000.00}, and {$49000.00} of that balance would be deferred. The deferred balance is non-interest bearing, and you would not make payments on the deferred balance : however, the deferred balance will become due and payable in full once the loan matures. '' The offer I received is for paying on the full balance of {$160000.00}, with no deferred balance. When I called customer service, I was told the offer is what it is and there is no other option, without anyone picking up the phone to talk to you or any other supervisor. I thought we had worked out our differences with the lack of attention paid to my account and the multiple errors being made on account of Shellpoint Mortgage Services. In addition, your XXXX XXXX, XXXX letter requested that I set up a meeting time and date by emailing you at XXXX. I did this as you requested and as of XXXX XXXX, XXXX I have yet to have a representative from Shellpoint Mortgage Service call me to discuss the concerns I communicated to you about the " batch errors '' on my account. In addition, in the same letter you mention " posted to your loan in error '', refunded to you in error '' and made at the request of a Shellpoint employee, in error. '' It seems to me that there are a lot of errors happening and little to rectify the situation. I also mention duplicate PMI payments which you wrote off as " disbursements for XXXX XXXX and XXXX XXXX were skipped. '' Another error perhaps? Or how about if you look back at the data you will see the skipped payments you mentioned actually were made on XXXX/XXXX/XXXX for XXXX/XXXX/XXXX and on XXXX/XXXX/XXXX for XXXX/XXXX/XXXX. I have worked hard on getting Shellpoint to take responsibility for the " errors '' which have altered my account. I honestly believed we came to an agreement with you last letter and am disappointed that I now have to continue to fight with you to get the agreement you sent me in writing on XXXX XXXX, XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX XXXX to Shellpoint Mortgage in XXXX XXXX. Before it was transferred I was working with XXXX on a loan modification. I had to reapply for a modification when it was transferred to Shellpoint. I submitted a complete application including my social security benefits I receive for my XXXX children. They kept insisting that I have my XXXX minor children sign a contribution letter saying they contribute the social security to the household income. Finally after months of battling with them they finally agreed that minor children can not sign a document like that and accepted my social security as income. In XXXX XXXX, I received a denial letter stating that I had been awarded a loan modification but it was cancelled for failure to make the first payment on time. I immediately called and explained to them that I never received any information regarding a loan modification. They told they had mailed out a package in XXXX XXXX. On XXXX XXXX, XXXX I received a letter dated XXXX XXXX, XXXX stating I had been approved for a modification, but the envelope was postmarked XXXX XXXX, XXXX, so clearly they mailed it after the conversation I had with them. They refused to allow me to make the payment to accept the modification because it was past due date. I immediately reapplied for another modification but this time was quickly denied because my modified payment would be higher than the original payment. I appealed this decision 3 times with documentation from the Making Home Affordable Handbook supporting my appeal. They still denied me stating that my investor would not allow a HAMP Tier 2 or streamlined mortgage. I contacted them again asking for a repayment plan. I was told they were ordering foreclosure fees and costs and would email the repayment plan. Instead they mailed me a foreclosure notice with a foreclosure date. I contacted them regarding this and I was told that my appeal was denied for failure to submit documents and it had nothing to do with the investor. My loan is owned by XXXX XXXX and i asked if I was reviewed for a XXXX XXXX modification. They refused to answer the question but instead repeatedly told me I was denied for failure to submit documents. When i told them I had a letter from them stating I was denied due to investor restrictions they continued to tell me that was not true. They still will not tell me or provide me in writing the exact modifications I was ever reviewed for. At this time I currently have a foreclosure sale date and I have submitted yet another application for a loan modification. After each denial they have never offered a repayment plan or any other foreclosure alternatives even though I have requested them. At this time, I feel that they have not helped me in any way and in fact have led me to the point that I am at.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2016-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: my name is XXXX XXXX my telephone number is XXXX my address is XXXX, TX XXXX I 'm complaining about my heart loan that was originally approved with XXXX XXXX XXXX the originator of my loan which was done back in 2005 I completed the process of acquiring A harp loan but my payments have continued to go up regardless of the guidelines that are set is a hard process. XXXX alone servicer made numerous errors in the accounting of my account in regards to figuring the escrow and taxes in which they more than once regarding the right amount of tax to be assessed on my XXXX a {$3000.00} unapplied funds which had to be retroactively corrected after having my loan for less than a year they transferred the loan to Shell point mortgage servicer also increase my payments even while I was under the harp program saying they had the right to ask for an additional {$900.00} to Cushing my loan they have failed to provide me monthly statements they help with failed to return phone calls you 're unwilling to provide documentation is on what they 're doing I 'm filing this complaint in regards to my Shellpoint Mortgage Servicing loan number XXXX. Shell point mortgage servicing address is XXXX XXXX XXXX, XXXX, OH XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76040
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I received a bankruptcy discharge of the promissory note on my home. The lien remained. At some point, the lien was sold to XXXX, now known as Shellpoint. Shellpoint began sending me collection letters even though my loan had been discharged ( numerous FDCPA violations ). I contacted Shellpoint and asked them if they wanted to negotiate a new promissory note. They said yes and thus began my new nightmare. They sent me through their loss mitigation department. That department would ask me for documents. I sent all the requested documents. Then they would tell me I was missing documents. So I would resend the documents I already sent. Then they would tell me my earlier documents had expired because I took too long to send them documents I had already sent to them. This cycle has happened multiple times. When I submit the documents, I send by email, fax, and mail. I have records all every document sent, the manner sent, and the date sent. A few times they have threatened foreclosure because I " failed '' to send in required documents. I then resend, along with proof that I have previously sent them. Recently I received the same foreclosure threat, and called them. They told me " you are missing some documents ''. So I sent in my documents. Again. Yesterday, I received a notice that my house is up for foreclosure auction TODAY, due to -- failure to send in required documents. I called them to inquire and let them know what was happening. They told me there was nothing they can do because I failed to send in documents. I have records of everything submitted but they will not listen. They continually tell me I owe them money. I do not because of the discharge but I would like to negotiate a new promissory note so I can start paying them and stay in my home. They are not timely processing my documents, continue losing my documents, and continue to demand payment for amounts I do not owe. I 'm trying to do the right thing but their systems are faulty or they are just lying.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I originally bought this house through XXXX, which was sold to XXXX XXXX XXXX. Now it is owned by Shellpoint mortgage. On or about XX/XX/2015 I called shellpoint mortgage to tell them I had just gotten out of XXXX, and was 3 months late on mortgage payments. I asked if they could tack it onto the end of the loan because I had no way of catching up on the 3 months due to my XXXX and the recent divorce. They told me I could do a loan modification. After about 10 months of working on this loan modification, I started getting getting threating letters from shellpoint and contacted my congresswoman XXXX XXXX. After getting a person from XXXX ( XXXX XXXX ) to call shellpoint, she got it under control again and we were going to do the loan mod with another person at shellpoint. I was happy to get another person. XXXX XXXX took over the loan modification, after about a month of sending in all the paperwork in for the umteenth time, she said it was all there and off to the underwriters for a decision, she said it will take approximately 30 days. I left messages for XXXX XXXX for 3 weeks every day to have her call me, she would not call me. I told XXXX XXXX that I would not deal with anyone but her, so everyone but her called me everyday, and everyday they called I told them to let me talk to the loan modification officer XXXX XXXX. Since that time shellpoint will not accept money from me and they will be trying to foreclose on me and that was almost 3 months ago when the loan modification should have been approved or denied. Friday I was sent a letter from shellpoint that says " notice of default and intent to accelerate '' To top all this off they are asking for all monies to be paid in full, well I still do not have the 3 months that I was behind, but I still have the money they have been sending back to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes