Date Received: 2016-08-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing ( shellpointmortgageservicing.com ) incorrectly took extra interest from me that was not theirs TWICE. The first time, they applied extra principal I added to my monthly payment to interest. I tried to resolve this by phone which supposedly would take a few days. When I logged on to my account a few days later on XXXX, I noticed Shellpoint Mortgage Servicing postdated my extra mortgage payment nearly a month ( from XXXX to XXXX ) and unfairly took an extra month 's interest once again. I noticed this by checking my payoff amount, reduced by more than extra month 's interest ( see attached documents ). Mortgage companies must ensure that they are able to apply principal payments correctly and timely so consumers are not forced to pay interest not due, in my case, paying two months of interest in one month. Does Shellpoint have the ability to fix this issue in accordance with fair lending practices, compliant at the state and federal levels? I request that my principal payment be applied at the time it was received by the company and the payoff be amended to its real amount. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 20853
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I discovered in early XXXX XXXX that my monthly escrow payment with Shellpoint had increased by ~ $ XXXX. After going online to check my account, it turns out Shellpoint had obtained in early XXXX XXXX, without prior notification or authorization from me, a new " lender-placed '' hazard insurance policy for my property which costs XXXX more than my pre-existing hazard insurance policy. To my knowledge, my pre-existing hazard insurance policy was still current on my mortgage with my prior servicer, even when it got transferred to Shellpoint in XXXX XXXX. In addition to emailing a copy of my pre-existing insurance policy to Shellpoint, I have spoken with XXXX different staff on XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX, and they tell me that they HAVE STILL NOT UPLOADED the copy of my pre-existing insurance policy, AND, they HAVE NOT YET REFUNDED to my mortgage account the previous UNAUTHORIZED ESCROW AMOUNTS they have disbursed to pay for the unauthorized lender-placed insurance policy they obtained without notification or authorization from me.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I submitted my loan modification under HAMP guidelines and was denied recently on XXXX/XXXX/16. They provided me the NPV input values and I used those figures on the government XXXX website and it says that I should be approved! I want Shellpoint to approve my loan modification or give me a better and specific explanation of why and how they denied me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92835
Submitted Via: Web
Date Sent: 2016-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The information is incorrect for the following account & is being reported to XXXX, XXXX & XXXX Credit reports. SHELLPOINT MORTGAGE
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2016-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-25
Issue: Communication tactics
Subissue: Threatened to take legal action
Consumer Complaint: None of the above choices fits my actual situation. I have a personal unsecured loan of $ XXXX that is currently paid down to {$11000.00}. Payments are approx. $ XXXX/mo. and continue for another 11 1/2 yrs. The account is current. Shellpoint Mortgage Servicing in XXXX, TX is the monthly collection firm on behalf of their investor client..who I was once told was XXXX XXXX XXXX. XXXX but have no confirmation. Because of a health issue and my age, I made a written offer in XXXX, 2016 to Shellpoint Mort. Serv. to pay off the balance at a reduced amount. I was told this offer was forwarded to their investor client for a decision. It has now been four months without the courtesy of any reply whatsoever on this cash offer. I continue to follow up with the representative at Shellpoint ( and later his Supervisor as well ) to get a response and am always told it is beyond their control and the decision rests with their investor client. They never provide any details on their follow up efforts after my phone calls nor do they ever keep me informed of any efforts on their part to get a resolution from their investor client. I 'm sick of the constant delay to respond to my letter and offer and my recent follow up phone calls. There is no excuse for not replying in four months. Your help in getting the matter resolved is very much appreciated.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: AR
Zip: 72223
Submitted Via: Web
Date Sent: 2016-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is my XXXX complaint against this company since they took over my loan servicing from XXXX which was modified after a Predatory Loan Settlement was reached and the new company Shellpoint added an ilegal P.M.I coverage that was never agreed upon by me and hidden from me until I discovered they had taken money out of my property tax escrow account to add their own insurance at my expense. This company stopped sending me my monthly statements ( Emailed, or Hard Copy ) and their website only show statements from 2015 for just XXXX months nothing further. They stopped being sent to me when I filled my complaint in 2015 most likely to keep me from discovering further discrepancies on their part. I am requesting your assistance as I called Shellpoint and spoke to a customer service rep there named XXXX or XXXX as well as her supervisor XXXX XXXX who refused to send me my monthly due statements. I am asking you please get involved as I have never heard of any company refusing to send their customers statements nor allowing them to be seen on the website as well. They as well tried to tell me they do n't provide statements which is a total lie as they did before my last complaint to the XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The following is in reference to a new complaint against " Shellpoint Mortgage '', as for the previous one was completed. I contacted their Loss Mitigation Department on XXXX XXXX, XXXX, and spoke with representative " XXXX XXXX '', in reference to the following matter : I requested a Release of Mortgage. This loan was discharged in Bankruptcy. The lien was extinguished when the property was foreclosed on XX/XX/XXXX. The account is closed. It needs to be updated as " Cease & Desist ''. I was advised by " XXXX XXXX '' that she would escalate this to the proper department, and to allow approximately 30 days for further review. Since I had not heard back from them, I decided to reach out to the Loss Mitigation Department again on XXXX XXXX, XXXX. I was then told they could not discuss anything with me, that I needed to have my attorney contact them. I explained I did n't have an attorney, nor should I have to retain one for this matter. They then proceeded to transfer my call to a " bankruptcy department '' with a voicemail, where I was unable to speak to a live representative. I have left numerous messages with no reply. As a result, I am left with no alternative other than to reach out to you again for assistance. I want to resolve this matter, so as to be able to purchase a home in the near future. I would appreciate your assistance. 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: 2016-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My first mortgage holder, XXXX XXXX XXXX transferred my loan to XXXX. This was after it fraudulently sold the defaulted loan to investors, and after it made a claim for the FHA insurance and converted the loan to a conventional loan. I dd not receive an updated notice of this new loan and its terms. XXXX bought this loan from XXXX XXXX XXXX last year, and my wife and I worked with XXXX to do a short sale, all the paperwork was done, the payoff notice was sent from XXXX, the payoff check was ready, the deal was to close on XXXX XXXX, 2016. On XXXX XXXX, XXXX sold the loan to Shellpoint, refusing payment, thereby invoking UCC rules. Shellpoint has no valid claim to this debt. By refusing to take a payment that would have made more than the full amount of the original loan, more than what XXXX paid for the loan, it is no longer entitled to the debt. Nothing more is owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2016-07-20
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Since the transfer of our mortgage from XXXX XXXX XXXX to Shellpoint in XXXX 2016 we have received and continue to receive inaccurate mortgage statements claiming that we are overdue on our mortgage by {$4800.00}. This false claim can easily be corrected if Shellpoint would simply tell us what payments they believe we missed. However, despite our efforts to acquire that information they simply ignore our efforts to provide us that information so we can get this lack of accounting corrected. Since the inception of our loan modification under XXXX to current with Shellpoint we have made all of our payments which are substantiated by our XXXX records. At this point we have no other option but to enlist the help from your Consumer Financial Protection Bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2016-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The Mortgage company which is servicing my loan is doing the following to trigger this complaint- 1. I use their automatic telephone payment system and have been paying additional amount, over and above my regular payment so that the additional payments are applied towards my principal. Additional payments were always applied to reduce my principal. 2. However in the month of XXXX the additional {$2000.00} I paid were not applied to reduce my outstanding Principal but were left as unapplied partial payment.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 08820
Submitted Via: Web
Date Sent: 2016-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No