Date Received: 2016-08-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My name is XXXX XXXX. I have had issues with Shellpoint Mtg Services over the past 3 years. They were formerly Resurgent Mtg Services under New Penn Financial. On XXXX XXXX a Reconveyance/Release of Mortgage was recorded in my name by a XXXX XXXX company hired by Shellpoint. I was told it was true and no further action was required. In XXXX, 2016, Shellpoint called me and asked me where was my payment. I told them that I received the Reconveyance/ Release of Mortgage. They stated that they did not know anything about this. I contacted my reps at HUD locally and CA. Oversight Dept, and did receive any official support from them. I later received a notice from Shellpoint that it was an " Error '' on their part, and to reapply for a new loan modification because of the missed payments due to their error. Attached is my response due to their error of negligence, misrepresentation, breach of contract, breach of fiduciary relationship. At present, I do not have money for a lawyer. I am hoping that Shellpoint can be looked at for their bad financial practices. Thank you for your prompt attention on this matter. Sincerely, XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92392
Submitted Via: Web
Date Sent: 2016-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I recently purchased a home and used a mortgage that is now being serviced by Shellpoint Mortgage. While there has been no fraud or illegal action of any kind, I simply want to complain about the extremely poor level of service and lament the fact that as a mortgage borrower, my options are completely shut down. If I am unhappy with many other financial products, I can do business elsewhere. Now that I am stuck with Shellpoint, I have no choice unless another company buys my loan. The poor level of service has to do mainly with their complete lack of communication. On their website, email contact info is provided with a commitment to reply to the email. I 've sent emails on at least XXXX occasions and have received no response in 4 months. Due to my need to follow up, I 've also called to address various things and while I get someone on the phone, when something has n't been done, they simply tell me they do n't know why and escalate the request. Today, I asked for a supervisor to just share my experience and was told no one was available. Right now, the issue is that I received a late notice from the XXXX for a portion of the tax bill due. I immediately brought this to Shellpoint 's attention around XXXX XXXX, shared with them that the due date was XXXX XXXX and was assured it would be addressed in time. Foolishly, I trusted this would happen. I called today XXXX XXXX XXXX ) and was told that it had not been done, was still being reviewed and had no idea why it was still unresolved. Again, my concern about the tax bill would be escalated. It would be great if there was some way to take my business elsewhere but I understand that the mortgage market is complicated but how else do we hold a poor servicing accountable?
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 23220
Submitted Via: Web
Date Sent: 2016-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The mortgage servicer keeps contacting me to say that I owe them more money, after I have already sent in my payment. But they unable tell me why I owe the money or how many days were included in the compounding of the interest rate.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 20171
Submitted Via: Web
Date Sent: 2016-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX XXXX to Shellpoint Mortgage approximately 8 months ago. I have had nothing but trouble since. I just mailed my final payment to payoff my mortgage ( including XXXX late fee and XXXX " door knock '' fee that was listed on payoff letter ). They received the payment on XX/XX/XXXX. And even though the check cleared the bank they still have not applied my payment OR returned the XXXX dollars overage that is in our escrow account. This company is a NIGHTMARE and account should NEVER be turned over to them!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2016-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-12
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I previously filed a complaint ( number XXXX ) which was closed after you sent me an email in XXXX 2016 stating, " The company has provided a partial response to your complaint number XXXX describing the steps taken so far to address your issue. They stated they are still working on your issue, and you should hear from them again within 60 days. '' I received a letter from them shortly after your email stating that they are working on my claim. Since then I have not heard further, despite my numerous phone calls, which have all gone unanswered. Please see the prior complaint for the details. Apparently, after they respond, prompted by the CFBP inquiry, they say they will comply and address the issue, but no further action is taken.. Your email to me from XXXX, 2016 states that " New CFPB mortgage rules protect borrowers and make it easier for them to get the help they need. '' Unfortunately, this has not been my experience. I would therefore appreciate if you would reopen the prior complaint. THank you. XXXX
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2016-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Have attempted to obtain a modification on this mortgage since XX/XX/2016. Submitted multiple sets of documents, but no mod. The home is valued well below mortgage, comps in area are XXXX less. No communication from Shellpoint since XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our Mortgage lender sent us a Notice of Default but failed to comply with RCW 61.21.031 and did not send us a " Notice of Pre-Foreclosure Options or Important Rights for Homeowners '' BEFORE sending the NOD. They claim we " responded and did not request a meeting '' but nothing has been offered to us. There seems to be a {$16000.00} discrepancy between the payoff and the NOD as well. What little communication we have with them causes us much confusion as they are putting inconsistent information on papers ( including a wrong address on the NOD and thus a certified letter from us was undeliverable ) and can not answer questions via telephone. Our house has XXXX pre-approved pending sales and due to the time sensitivity of this, the NOD action they took could result in a Notice of Trustee posting and thus making this public as well as reduce the value of our home and thwart our efforts to rectify our situation via the sale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98223
Submitted Via: Web
Date Sent: 2016-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Shellpoint is acting in bad faith regarding a real estate transaction and in violation CA Homeowner Bill of Rights by denying borrower their legal right to short sale and illegally inflating the value of borrower 's property while disregarding known issues about unpermitted construction on property. Shellpoint has been advised about unpermitted additions done on this property yet they are refusing to acknowledge these facts and allot for the monies needed to correct this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2016-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-03
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My mortgage servicer and lender ( s ), Shellpoint Mortgage, et. al., will not acknowledge nor process my application for modification. I have sent it via email to XXXX ( XXXX ) email addresses they gave me and also, for good measure, sent it by First Class US mail. I followed up months after sending it in, but, they will not acknowledge nor process my modificatiion application. They now say that I they have given me loss mitigation options, but, they have not, refuse to process my application! They are referring my file to foreclosure. I have been trying to modify this for years and this is what happens every time. They also are harassing my wife ( who is not on the account whatsoever ), my little girl ( XXXX years old ) and my son ( XXXX years old ), by sending a man to our front door and interrogating my family about collection / foreclosure, writing erroneous collection / payment demand letters and communicating on the phone about erroneous collection / payment demands. This man would not give his name or his company. I requested information pertaining to this man, who has been to our home on multiple occasions, but, Shellpoint, nor XXXX or XXXX would not respond. Also, they have given me multiple names of Owners of the 'loan ' including XXXX , XXXX and XXXX. I requested a meeting or video conference to see the Original Note, but, they will not respond. I want to see who is on it ( my wife is really upset because she is not on it ), who the real Owner is? and who they endorsed the Note to. If I had all of the money to pay this off, I would Honestly not know who to pay and would not for fear of XXXX or XXXX or XXXX other entities trying to collect on me ( and illegally attempting to collect my wife, daughter and son at our home )! I know that the RESPA law requires that they properly accept, acknowledge and process a loan modification / loss mitigation request timely prior to taking people 's homes. I ask that you require that they enforce this, with whatever authority you have or offer me any guidance and / or direction to remedy this large problem. Thank you so much in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: 1. In XXXX XXXX, we applied for a home loan modification due to financial hardship caused by family medical issues. In or around XX/XX/XXXX, we were denied home modification and was informed during the last week in XXXX by Supervisor XXXX XXXX in order to maintain our home from default proceedings, we would have to make an XX/XX/XXXX payment of {$1600.00}. In XX/XX/XXXX through XXXX XXXX, monthly payments of {$1700.00}. In XXXX XXXX, our monthly payments would return back to {$1300.00}. ShellPoint did acknowledge our medical hardship, However, our assigned Shellpoint representative XXXX XXXX did not informed us that Shellpoint was not a participant in President Obama 's HAMP program. In XXXX XXXX we were under the impression that we were applying for a HAMP Home Modification. We were not notified that we had the option of appealing the initial offer. The assigned single point of entry assigned to was never available to speak to us or answer any of our questions. He did not return calls at all, as per his company policy that calls should be return with in 48 hours. His coworkers always handled his calls and decision were made from third handed information in that we were not consulted for clearance by him. Options such as refinancing, home equity loans or options were not discussed or presented to us. Only options were the Company modification Program, Short Sale, or turn over the deed. The Company 's modification offer increased our monthly mortgage payments by approximately $ 300 monthly. We were denied having access to our mortgage holder. We were given a different company every time we asked and was advised not to call because they were hired to handle this. .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2016-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes