Date Received: 2016-09-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage servicer, XXXX XXXX XXXX, sold our mortgage to Shellpoint Mortgage Servicing in XXXX 2016. We sold our house at the end of XXXX. Our title company ( XXXX XXXX here in XXXX ) paid off the exact amount owed to Shellpoint to pay off the mortgage in full. We received a letter from Shellpoint in XXXX stating we had to provide proof of homeowner 's insurance. I called Shellpoint. The rep would not identify herself. She stated that we still owed about {$1600.00} on the mortgage to consider it paid off in full. I advised that we paid off the exact amount due and she stated we still had a mortgage and had to buy homeowner 's. Shellpoint has put a derogatory comment on my credit record and will not remove it. This of course will affect my ability to buy another home, car or any other large purchase. I believe BofA did not supply full information about our loan, including the payoff amount due. I have no idea why Shellpoint says we still owe money. I did not get an answer and ca n't get anyone to talk to me about explaining this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77042
Submitted Via: Web
Date Sent: 2016-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX, we received a letter from SHELLPOINT Mortgage Service, saying our monthly payment would rise nearly {$1300.00}, due to the change in terms outlined in our mortgage documents, this was to happen in XXXX XXXX. We called Shellpoint, and said that these changes were not due until XXXX XXXX, as clearly outlined on the first page of our mortgage. They said they would look into in and get back to us. They never did. I called again two weeks later, and was told the same thing. They never got back. Yesterday, XXXX XXXX XXXX, I contacted them again. I was told by a woman named XXXX that according the documents they had, we needed to pay the higher fee in XXXX XXXX. She also asked if the loan had been modified ( which it had n't ). She said if the loan had been modified, then the original terms would be null and void. I said it had n't been modified. She said looking her docs it appeared to be modified. I again said it had not. She finally agreed to this. Then she read from a document, and quoting that document she said our terms lasted 9 years from when we signed in XXXX. She referenced a page number, and quoted this information again. Later that afternoon, I looked over our mortgage in detail, and there was no such information. I called Shellpoint back, and informed them that if XXXX was reading from a mortgage doc that said we had to start paying a higher monthly in XXXX XXXX, instead of XXXX, they had fraudulent documents, and someone had altered our mortgage and committed a crime. This sprung them into action. Instead of ignoring me, I was told several supervisors and people in the loan department were looking over the situation. 20 minutes later they corrected the error, and said we were right, that we did n't have to pay a higher monthly until XXXX XXXX. I then brought up my concerns with supervisor XXXX XXXX. I said I would like to see the document XXXX was quoting from. XXXX XXXX said it was human error, that she had misread the information, thinking that 120 months was 9 years. I said that she quoted more than once, and referenced a page number, that said " 9 years. '' XXXX XXXX said to forget it, and that he solved my problem in one day. I pointed out that it did n't take a day, we started trying to get this solved in XXXX. He again said it was over. I said I wanted him to send me the document XXXX was quoting from. He again said just to forget about it. I asked that he email me the new rate information by email, which he promised to do, and has not though I contacted him twice. Here are my concerns : 1 ) Shellpoint is engaged in deceptive practices. They did not address our concerns, even when we quoted them our mortgage. Their response was " Our information is correct. '' 2 ) It might be that Shellpoint did, in fact, alter documents, in the hope that we would believe them. Or they were just lying. In any case, they did n't not take our concerns seriously, until it was pointed out that what they were quoting to me, if that was on their documents, was fraud. As I pointed out above, XXXX quoted from a page she was reading. 3 ) Once they were proven to be in error, XXXX XXXX did everything possible to end the conversation, and get me to forget what had happened. He would not co-operate with me in finding out what document XXXX was reading. 4 ) It is clear Shellpoint is a company operating on the thin edges of legitimacy. A XXXX search reveals similar complaints where Shellponit was deceptive, rude, and dishonest.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94122
Submitted Via: Web
Date Sent: 2016-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had a Bank XXXX mortgage in good standing until XXXX XXXX when the bank failed to post a payment for that month ( XXXX XXXX, we later learned the check had not cleared our bank ) and subsequent payments made on time, were credited to the previous month, making the current month to show delinquent. Bank XXXX transferred our loan to Resurgent Mortgage in XXXX XXXX and Resurgent discovered the mistake and other posting errors that showed the account 60 days delinquent and reported to credit agencies, destroying my credit. The documentation was finally obtained from BA in XXXX XXXX and resurgent offered to do a Loan Modification in order to bring the account to 'current status ' providing we made two months payments for XXXX XXXX and XXXX XXXX, which I made. We completed the Loan Modification documents and submitted them to Resurgent in XXXX XXXX and was advised not to make any further payments until we received the Modified Loan documents. Subsequent communication with Resurgent was not possible by email, fax or phone and we never received the Loan Modification. On XXXX XXXX, XXXX I received a Certified Letter from Shell Point Mortgage Servicing notifying me my home was scheduled for foreclosure on XXXX XXXX, XXXX. My attorney and I made several attempts to resolve the delinquency of {$280000.00} but we informed they could not respond until they officially received the Loan Modification documents which we had send via email on XXXX XXXX and again on XXXX XXXX. On Friday XXXX XXXX we were told they had not received the documents and the five day provision for stopping the foreclosure has passed and the foreclosure could not be stopped. My attorney advises my only alternative is to file personal bankruptcy to stop the foreclosure, which I intend to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2016-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX, 2016 Attention : Consume Financial Protection Bureau RE : ShellPoint Mortgage Service Corp. XXXX XXXX XXXX, XXXX XXXX Subject : Loan Modification [ XXXX ] Loan # XXXX To Whom It May Concern : My name is XXXX XXXX, I 'm filing an official complaint against the ShellPoint Mortgage Service Corporation who contacted me two months ago regarding my loan that is now in their possession. I attempted to work with them by letting them know that I would like to modify the loan to an amount that I can afford but they informed me that I can only do the following a repayment plan, short sale, transition assistance or pay the loan off completely. They are unwilling to work with me. For over five years I was contacting XXXX XXXX XXXX, to attempt to modified the Loan and every occasion they were refusing to speak to me because my name is Not on the Loan. My deceased husband XXXX XXXX XXXX was the only name on the Loan Note and I hold the DEED of TRUST in my name. In last two months after I received a several letters from ShellPoint letting me know that they are now handling the services on the loan and they are unwilling to work with me to modify the loan so I have contact XXXX for them to me assistance in Modifying my loan. XXXX XXXX XXXX is the Loan consultant and contact person at XXXX who is trying to work with me on this matter. However, ShellPoint continued to refuse to provide XXXX or myself with any information on the loan because XXXX of their ShellPoint rules, unless I take actions on their recommendations which are the following : repayment plan, short sale, transition assistance or pay the loan off completely. XXXX is working on a modification plan which will allow me to stay in my home that my deceased husband and I purchased together. I really want to stay in this home, I am retired and over the age of XXXX and with my retirement checks I have the means to make payments on my home as long as the loan is modified. Please advice me of my rights in this matter and I hope with your assistance and support it will allow me stay in my home. Again, Thank you in advance, Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX Email : XXXXXXXXXXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage was transferred from XXXX XXXX to Shellpoint Mortgage Servicing effective XXXX XXXX, XXXX. Our property taxes and homeowner 's insurance are paid via escrow. Under the terms of our mortgage, Shellpoint is contractually obligated to timely pay both the homeowner 's insurance and property taxes. As part of the mortgage transfer, XXXX did not receive the property tax bill from the Town of XXXX, CT so I provided a copy of the tax bill immediately once the loan was activated in Shellpoint 's system ( on XXXX XXXX, XXXX ) and subsequently called multiple times to inquire regarding payment status and ensure that the first payment of our property taxes would be paid by XXXX XXXX, XXXX ( they were actually due on XXXX XXXX, XXXX and should have been paid in conjunction with the transfer of our mortgage ). I followed up with multiple phone calls on payment status and received repeated assurances from Shellpoint that the taxes would be paid by XXXX XXXX. I also continued to monitor our escrow balance at the end of XXXX and in early XXXX, noting that the escrow balance on our account never decreased, which indicated that no tax payment was ever made by Shellpoint. On XXXX XXXX, we received a late notice from the Town of XXXX, CT, indicating the the taxes still had not been paid and assessing late payment interest, despite Shellpoint 's repeated assurances to that effect. We immediately contacted Shellpoint to complain and make sure the taxes were remitted immediately. After several phone calls on XXXX XXXX, we were finally able to secure a commitment that the tax payment ( plus interest charges ) were going to be paid and sent out for overnight delivery to the Town of XXXX, CT XXXX Collector via XXXX. It is now XXXX XXXX and the tax payment still has not been received by the Town of XXXX, CT Tax Collector. I called Shellpoint again today and the response I received from the Customer Service Supervisor was that " they will contact the Shellpoint Tax Department to determine what happened. '' This is completely unacceptable and in violation of the terms of our mortgage agreement. Shellpoint is legally obligated to pay our property taxes on a timely basis and it has failed to do so. To make matters worse, during today 's call with the Customer Service Supervisor, I also had to instruct Shellpoint to fix the payment date for our second property tax payment. Shellpoint had the payment scheduled for XXXX XXXX, XXXX when, in fact, the real estate tax bill they have on file clearly indicates that the second payment is due on XXXX XXXX, XXXX. Given the issues with our property taxes thus far, we have no confidence whatsoever that our XXXX XXXX property tax payment or next year 's homeowner 's insurance payment will be made timely by Shellpoint.
Company Response: Company believes complaint is the result of an isolated error
State: CT
Zip: 06820
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am over paying my mortgage each month. Loan servicer is not applying my over payment toward principle, but rather holding it in a separate non interest bearing account.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80304
Submitted Via: Web
Date Sent: 2016-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX - XXXX 2016 - We applied for modification in XXXX then on XXXX XXXX spoke to Shellpoint and they said the modification review was still ongoing and nothing needed at this time from us. Then in XXXX XXXX we learned that the mod was denied on XXXX XXXX. I asked why they did n't tell us on XXXX XXXX when I called and he could not explain. We never received a phone call or letter informing us of the mod denial on XXXX XXXX. XXXX - We appealed the denial and XXXX XXXX said the appeal was denied because to capitalize the total arrearage into principle balance over 40 year term would increase the monthly payment. She explained that they could not increase our monthly payment. XXXX - We submitted a new request for modification and notified single point of contact XXXX. Over the next two months they repeatedly asked for more documents and we complied with the help of our housing counselor at XXXX Extension. XXXX XXXX - I called Shellpoint Loss Mitigation Dept. and they said they did not receive all the paperwork we sent. We have fax verification documents and emails as proof that the documents were sent on XXXX XXXX, XXXX, and XXXX. We called and spoke to XXXX XXXX and told him everything was sent those dates. Regardless, we re-sent all the documents on XXXX XXXX. XXXX XXXX - Another single point of contact was assignedXXXX XXXX. They told us that they need more documents : XXXX was missing a checkbox, a Profit/Loss, and paystub for Destiny ( daughter ). We submitted all. XXXX XXXX - I called Shellpoint to get status update because I had submitted everything well before XXXX XXXX like they requested. They informed us there was XXXX documents that had expired and they needed updated : Borrower Assistance Form, Dodd-Frank, XXXX ( a newer version ), another pay-stub for XXXX ( daughter ) and non-borrower contribution letters from XXXX ( wife ), XXXX ( son ), and XXXX. Also, she confirmed we are still in foreclosure status but there is no sale date yet. XXXX XXXX - I called Shellpoint after I received a letter that yet another single point of contact : XXXX XXXX was assigned ( letter dated XXXX XXXX ). I spoke to her and asked her why I would need to submit all these documents again when I submitted everything they asked for before XXXX XXXX which is the deadline they gave. She could not explain. This is when she informed me that I was approved for a streamline modification. She explained that I was approved for this in XXXX. I asked her how this could be if I was just told a couple days prior that I was still in active foreclosure and they were needing more documents from me. She could not explain. She then told me this type of mod did not require any documents and that I was randomly picked. She then informed me my new payment was {$1700.00} and the Trial Period was for XXXX XXXX, XXXX XXXX, and XXXX XXXX. This is a problem for several reasons : I was not told I had a streamline modification and therefore I was already 22 days late/delinquent on my first payment. Also, this new payment is higher than it was before, which does not help our hardship.They told us back in XXXX they could not give me a modification because it would increase my payment, now they have done just that! We 've so many " single point of contacts '' that it defeats the purpose. They 've repeatedly lost my paperwork or asked for more and more. They do not return mine or our housing counselor 's calls in a timely manner. They have repeatedly given misinformation as as well ( telling me I am in active foreclosure when I have been approved for a modification 3 weeks prior, or telling me they are still reviewing my modification when it had been denied a month earlier ). I really feel they are stringing me along until I just give up and let the foreclosure happen. My goal is to keep my home with an affordable mortgage payment, but Shellpoint is making that incredibly difficult to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48315
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This client began trying to modify her loan in XXXX when her lender was XXXX. She continued to reach an attainable modification until XXXX when then lender was XXXX. After not being able to attain a modification, she opted to list her home with me in XXXX of XXXX for a short sale. At this time the file was with XXXX. The file was then sold to XXXX ( XXXX investor ). Although we were able to eventually get an offer that was approved from XXXX they buyers failed to close. We then submitted another offer with XXXX and was processing when we received word our file was being transferred to Shell Point. Up until the transfer we were communicating with the new investor through our contact at XXXX. We even received a counter offer from the new investor ( shell point ) and then the file was officially transferred over. We then spent the next 3 months trying to get an approval on this same offer. The buyers could not hold out any longer and again the buyers walked. I sent the contract cancellation the same day I received the approval from Shell Point. I then relisted and resubmitted an offer to Shell Point, first for {$310000.00} then {$320000.00} as to match the previous approval amount. This was submitted on XXXX XXXX, XXXX. I was told if I could submit at the same amount as the last we could expedite the file to get a quicker approval. Since then I as well as the sellers attorney have been told that this file will be expedited. If I do not get an approval for the current offer by this Friday, the buyers, will again walk. No one can seem to get an answer from the investor for Shell Point as I am told they are not in house. How can I expedite this file? This client has been through four different servicers in just one year. The sale date for this home has been deferred twice. There is another sale date scheduled for XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I AM GOING THROW A FRAUDULENT FORECLOSURE PROCEDURES BY THE SERVICING AGENT OF MY LOAN ( DUAL TRACK IN CONSPIRACY WITH THE TRUSTEE OF THE LOAN THEY ARE HIDING THE ACTUAL INFORMATION OF THE LOAN MODIFICATION STATUS AND HARASSING ME OVER THE PHONE WITH FALSE INFORMATION, THEY FILED ON THE XXXX CLERK A FALSE STATEMENT TO FORECLOSE MY HOME, DENIAL OF THE HOME AFFORDABLE PROGRAM WITH OUT LOOKING THE DOCUMENT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91352
Submitted Via: Web
Date Sent: 2016-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The following is in reference to a new complaint. The previous one was completed. This is in reference to property located on : XXXX XXXX XXXX XXXX XXXX, XXXX, Fl XXXX. This loan has been discharged in bankruptcy. The lien was extinguished when the property was foreclosed on XX/XX/2015. The account is closed. It needs to be updated as " cease & desist ''. I have requested a " release of mortgage " to Shellpoint Mortgage and have been unable to resolve this. I would like to purchase a home in the near future, and this is affecting me. I would greatly appreciate your assistance with this matter. Thank you in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2016-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No