Date Received: 2016-07-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received written notice that my home loan was transferred from XXXX to Shellpoint. Now both XXXX and Shellpoint say they do n't hold the loan. I have made repeated phone calls and sent many emails to both companies, still both claim that they do not hold the loan.
Company Response: Company believes the complaint is the result of a misunderstanding
State: WA
Zip: 98661
Submitted Via: Web
Date Sent: 2016-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am submitting a complaint because Shellpoint continues to dual track and perform deceptive, unfair and abusive loan servicing practices and has now given me an endless runaround for 3 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98626
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I lost my job and got behind on my mortgage. I was able to make payments for a while but after a year I ran out of money and I could not continue to make my payments. I reached out to my servicer and asked them to help but they said they could not do anything for me. I want to keep my home and get back on track with my mortgage, however, the current mortgage servicer is unwilling to set up a payment plan with me or rehabilitate my loan in any way. They are asking for {$6500.00} upfront to reinstate my loan, but I do not have {$6500.00} cash to give them. I have contacted XXXX XXXX XXXX numerous times to set up payment arrangements, but they refused to accept any payments because they wanted the past due balance to be paid in full. I need to get some kind of help now and I do n't want to lose my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89148
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have a loan in foreclosure with Shellpoint Mortgage, Loan # XXXX, and I re-applied for a loan modification on XXXX XXXX, 2016. Shellpoint claimed that I reapplied on XXXX XXXX, 2016. Regardless, Shellpoint replied on XXXX XXXX, 2016 stating " Shellpoint Mortgage Servicing ( " Shellpoint '' ) has received your complete request for loss mitigation program. We are currently reviewing the package to determine if the referenced loan qualifies for one of our programs. We will contact you if we need additional information or, if during the evaluation process, we determined your package to be incomplete ''. Shellpoint Mortgage never contacted me since XXXX XXXX, 2016 about any missing document before I received a denial letter dated XXXX XXXX, 2016. In the denial letter, Shellpoint Mortgage claimed that I did not provided documented that we requested. THAT IS FALSE. Shellpoint never contacted me or my authorized representative in writing or via phone about any missing document between XXXX XXXX, 2016 ( when I submitted the application ) and XXXX XXXX, 2016 ( when Shellpoint sent me the denial letter ). The only communication I received from Shellpoint between XXXX XXXX, 2016 and XXXX XXXX, 2016 was a mortgage statement demanding payment for the arrears. Please see the attached supporting documents. Shellpoint Mortgage NEVER evaluated my application that I sent in on XXXX XXXX, 2016 and is now telling stories about contacting me for missing documents in it ongoing effort to take away my home via foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07748
Submitted Via: Web
Date Sent: 2016-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I 've received several collection phone calls from Shellpoint. When I initially spoke with a representative from Shellpoint, I asked that they not contact me at my work number nor my cell phone number and I provided all of the contact numbers I had for my ex-husband. I explained ( to both XXXX and Shellpoint ) that this property was awarded to my ex-husband in divorce and I did everything in my power, including obtaining an order to force him to sell or refinance the house. He fought the order all the way to the state supreme court and lost the case, this XX/XX/2016 I left XXXX marriage, purchased a small house and did absolutely EVERYTHING that the law would allow to force my ex-husband to be responsible for the XXXX XXXX residence. I provided all of this documentation to XXXX XXXX XXXX with the understanding that although this was adjudicated through the divorce court, there would be no acknowledgement of such by the Bank. I asked to not be contacted via my cell phone nor my work phone with both XXXX XXXX XXXX ( who stopped contact ) and with Shellpoint ( who continues to contact me ). Upon my first contact from Shellpoint, ( XXXX XXXX at XXXX ) I explained the entire situation once again and stated that I provided XXXX both a verbal and written request to not contact me at work or cell phone number. I was told by the customer service representative that the request made with XXXX did n't matter and I would have to go through a similar process with Shellpoint. I stated then to consider this call as my request to cease contact and hung up. The Shellpoint representative subsequently called my work phone number back again ( XXXX XXXX at XXXX ). I did not pick up the call. I just received another call today, XXXX XXXX, 2016. When the loan was with XXXX, I said that I would sign and execute any documentation needed by XXXX XXXX XXXX to facilitate the foreclosure. XXXX XXXX XXXX then sold this loan to Shellpoint, in the midst of the foreclosure process, and now Shellpoint is calling me. This foreclosure process has lasted almost 3 years with no end in sight. I 've taken a huge hit to my credit, since this and the second mortgage is being completely ignored by my ex-husband and have provided XXXX XXXX XXXX and Shellpoint with all of this contact numbers and information I have. I 'd like for this to end.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15146
Submitted Via: Web
Date Sent: 2016-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: i have been trying for 7 months to get a limited power of attorney from us bank to XXXX filed on my paid in full loan. i file a complaint and XXXX says they have filed what is needed but the attorney will not allow me to refinance until this power of attorney is filed making a clear deed of trust which it currently is not
Company Response: Company believes the complaint is the result of a misunderstanding
State: WV
Zip: 26003
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I would like for someone to review my modification documents for two reasons. 1. I do not believe I received a fair mortgage modification due to the amounts being deferred and calculated and 2. They are requesting amounts outside of my modification agreement. My loan servicer has recently changed from XXXX XXXX XXXX to Shellpoint Mortgage and {$2500.00} is now appearing on my monthly statement as being past due. When I asked what is this amount, I am being told by the servicer, it is advanced corporate fees. I have enclosed a copy of my modification agreement and I do not see that amount in it. I have a previous complaint you can refer to for additional information. My complaint number is # XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2016-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX Shellpoint Loan # XXXX XXXX XXXX has been working on a short sale since XXXX XXXX. The short sale was approved and then the mortgage servicing transferred from XXXX to Shellpoint. Since Shellpoint 's servicing of the loan, the short sale review has been mishandled. Shellpoint has delayed the review, obtained a value, countered the buyer, then took so long to complete the review that they needed a new value of the property. This cycle has gone on 3 times. We have had numerous buyers walk from this transaction because Shellpoint makes inaccurate and misleading statements and then does not follow through with them. Shellpoint completed their most recent appraisal in XXXX XXXX. The appraisal came in at {$360000.00}. The buyer was countered at XXXX. The buyer increased their offer to the full appraised value of XXXX. Since that time, Shellpoint ( XXXX XXXX - SPOC ) has delayed the review, not responded to calls, ignored messages sent from the customer service department, and did not provide reasonable updates on the file. Since we submitted the buyer 's increased offer of XXXX on XXXX, I have been unable to obtain an update on the review. On XXXX/XXXX/XXXX, I was advised that the SPOC XXXX had put a note on the file with a counter of XXXX which is XXXX over appraised value. I can not reach the SPOC 's manager and the escalation line provided on their website directs to the XXXX department. There is not a single person to reach out to or anyone to hold accountable for the review. It is bad business practice to counter the same buyer twice based on the same appraisal. This, again, shows that Shellpoint has no intention of working with their borrower. Extremely misleading.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2016-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-15
Issue: Settlement process and costs
Subissue:
Consumer Complaint: This is a continuation of my previous complaint # XXXX. I 'm still requesting that my name be changed to my correct and legal name on my deed initiated by New Penn Financial XXXX XXXX XXXX. All of their supporting identification, which includes my driver 's license and marriage license, states that my name is XXXX XXXX XXXX not XXXX XXXX XXXX, as was reported. They promised to make this correction and never did. There has never been nor will there be any driver 's license, social security card, or other means of identification stating that my name changed at any point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2016-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This is in reference to an existing complaint # XXXX. Shellpoints partial response - " Response -Shellpoint requires more time to fully investigate the complaint. '' Which I received from CFPB on XXXX XXXX, XXXX My complaint was - " What happened Describe what happened so we can understand the issue ... This refers to Consumer Financial Protection Bureau complaint # XXXX. I have sent all required documentation to Shellpoint as of XXXX XXXX, XXXX. I have asked Shellpoint through a XXXX XXXX XXXX ( at XXXXXXXXXXXX ) if anything else is required for the Modification review. As of today 's date, XXXX XXXX, there has been no response from XXXX XXXX with Shellpoint. Today I filed the attached complaint with the XXXX related to their settlement with XXXX in XXXX XXXX. Please help me get an affordable Modification for my Mortgage. '' Now last Friday - XXXX/XXXX/XXXX I receive a Modification Denial letter from Shellpoint Dated XXXX/XXXX/XXXX stating - " WE are unable to offer you a loss mitigation option because we did not provide them with the documents they requested. They notified us of specific documents they needed and the time frame required to provide them. '' Plus now a Trustee Sale is scheduled for XXXX/XXXX/XXXX. I still have not got a response from XXXX XXXX, at Shellpoint to my request dated XXXX/XXXX/XXXX, as to if there is anything else needed or not for the Modification. This request to XXXX XXXX was sent via E-Mail, so I have proof of the request XXXX/XXXX/XXXX is the date CFPB sent me the E-Mail notifying me that Shellpoint responded to my complaint # XXXX and needs an additional XXXX days to research the complaint and respond. Keeping in mind the Denial letter is dated XXXX/XXXX/XXXX. Now in XXXX days my home of almost XXXX years will be sold and auction by Shellpoint. Something is not right here and is very wrong, Shellpoint needs to be held accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2016-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No