Date Received: 2016-05-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been in the process of obtaining explanations for questionable activity on my account. Obtaining a valid explanation has proven to be a daunting process until I filled my last complaint through the CFPB. Now that a line of communications has opened up and Shellpoint Mortgage Servicing company is willing to start addressing the customer service errors, I have drafted a list of the banking transactions and personal customer service errors the account has experienced. Please find a RESPA Qualified Written Response letter laying out the concerns over the accounts servicing errors.
Company Response: Company believes complaint is the result of an isolated error
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2016-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-26
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: 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
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2016-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I filed for a XXXX Modification with XXXX. XXXX sold the servicing to Shellpoint mortgage servicing. Then XXXX sent a letter to disregard the last letter. All " Initial Package '' per XXXX Guidelines, RMA copy attached include 1 ) RMA Form, 2 ) IRS form XXXX, 3 ) Evidence of Income and 4 ) Dodd-Frank All have been submitted. " Bank Sanctioned for Failure to Consider Loan Modification ''. I would like Shell point servicing to be considered for Sanctions. I was told that the Sale date and foreclosure were Suspended per XXXX and XXXX of the XXXX guidelines and My demand letter dated XXXX/XXXX/XXXX was never answered to me ( Third party auth on file. The sale date is tomorrow with on service or acceleration letter issued. The only issue is that we submitted the XXXX tax return and submitted a XXXX tax return instead of the XXXX. Now they want a XXXX submitted as well I guess the XXXX is not good enough. There was no written certification done as required by XXXX and XXXX of the XXXX Guidelines. The complete doc 's from XXXX have not been considered which were a complete package.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been trying to get a Short Sale on my home from Shellpoint Mortgage Services. The closing was set for tomorrow, XXXX XXXX, 2016 but had to be adjourned because of issues with Shellpoint. I have had to submit numerous documents multiple times to them because they kept saying they did n't receive them or were the wrong form, etc. I have called my representative at Shellpoint numerous times and she never answers the phone and never returns calls. Then she went on vacation and no one else seems able to help. It is my contention that they have received all the necessary paperwork, etc from me and my attorney but due to their incompetence the deal keeps getting delayed. Shellpoint already approved the Short Sale conditionally but we had to adjourn the closing because they say they did n't get certain forms back in time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10598
Submitted Via: Web
Date Sent: 2016-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My new mortgage was sold to Shellpoint Mortgage Servicing on XXXX XXXX, 2016. The effective date of the transition of my payments from the prior, temporary mortgage company to Shellpoint was XXXX XXXX, 2016. On XXXX XXXX, 2016 I received a welcome letter from Shellpoint, indicating they were the my new mortgage servicing company and that I should make my monthly mortgage payments to them beginning XXXX XXXX. Included in the letter was my loan number and payment information. I proceeded to schedule an electronic payment through my bank to be delivered at Shellpoint on Monday, XXXX XXXX, 2016. The payment was received at Shellpoint on Monday, XXXX XXXX. On Tuesday, XXXX XXXX, I tried to log in to their website for the first time to view my account and make sure my XXXX payment posted. I could not register online because, according to the error message, my information did not match their records. I called Shellpoint on XXXX XXXX and after they confirmed my identity, they gave me a loan number which was very different from the loan number on my welcome letter. They told me the loan number I was trying to use was an inactive account. With the new loan number they gave me over the phone, I was able to log in, but while I had them on the phone, I asked about my XXXX payment. Of course it did not post to my account because I scheduled the payment to an inactive loan number. On XXXX XXXX, Shellpoint sent me an identical welcome letter to the one they sent me on XXXX XXXX. The only difference was the loan number. The loan number on the XXXX XXXX letter was the correct loan number - the same number they gave me over the phone and the one I was able to use to log into my account online. This letter was obviously useless to me, since I had already made my first payment on XXXX XXXX. And how stupid of them to send me a welcome letter on XXXX XXXX, five days after my first payment was due. Even more absurd is the letter they sent me on XXXX XXXX which included a payment coupon, with a payment due date of XXXX XXXX. Are these people really in the mortgage business? Is this a real company? I did an online search and apparently they are, but I 'm not convinced. I made numerous calls to Shellpoint after XXXX XXXX asking them to fix my account. Finally on Wednesday, XXXX XXXX, the representative spoke with a team leader. The outcome of that call was that they asked for proof of payment so they could locate my payment and post it to my account. I emailed the representative proof of payment from my bank. She told me they would correct the situation in XXXX to XXXX hours. I felt like I was finally making some progress. I waited until noon on Monday, XXXX XXXX ( 72 business hours after I gave them proof of payment ) and they had not corrected the problem. Today is Tuesday, XXXX XXXX and still my account is overdue. I need to mention that beginning on Tuesday, XXXX XXXX, Shellpoint has called my home every single day asking for payment. They call day and night, including Saturday and Sunday. They call these " courtesy calls, '' but in effect they are harassment. I owe them nothing, but because of their inability to manage mortgage accounts, I continue to be harassed and my account is still " overdue. ''
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2016-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was sold from XXXX XXXX to Shellpoint Mortgage. My account with XXXX is under direct debt and the payment comes out of my account for the last XXXX years with no issues. After the transfer to Shellpoint my account was not being debted for the payment. I was never told until XXXX months later when I got a call about being XXXX months behind. I paid the back months right there over the phone to make my account current. I did not know at the time that Shell point would report my account as delinquent for XXXX months. I went to purchase a commercial property when the loan offer told me I had credit issues that would prevent me from buying my business property for up to XXXX years. I never got a letter or a call from anyone telling me that I would have to do something about the debt because my account was sold. I never asked for my account to be sold. I was perfect and happy with XXXX. Now because my account was sold, my business will suffer for XXXX years. This is not my fault. I simple call telling me I had to do something with the direct debt would have prevented the issues. I called Shellpoint and they told me there is nothing they can do to fix my credit. They had no other explanation. This is just wrong. This big banks make money off taking my loan and then turn around and hurt me and think nothing about. How is it my fault. I called Shellpoint and asked them to remove the lates from my credit. I was told that they agree with me and are very sorry but they can not remove anything from the credit. They told me to write a letter. I wrote the letter and sent it on XXXXXXXX/16 explaining my issues As of XXXX I still have not had a single call or letter from shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87124
Submitted Via: Web
Date Sent: 2016-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am offered a Modification with very little information other then a Trial Payment of {$2700.00} from SHELLPOINT MORTGAGE SERVICING- The Contact agent will not give me the interest rate or the MORTGAGE AMOUNT- this is the third time and I am not going to pay {$8300.00} to fined out in XXXX to XXXX that a TON of Money is added to back end of the new NOTE-
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80206
Submitted Via: Web
Date Sent: 2016-05-22
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: Yes
Date Received: 2016-05-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My Husband and I have she 'll point mortgage as our lender ... we were switched over from XXXX XXXX..they have XXXX our loan so many times and stated we were behind on our loan ... you can never talk to a live person you leave a message and they will call you back within 48 hrs ... ... so un professionally
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75237
Submitted Via: Web
Date Sent: 2016-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX XXXX transferred the servicing of my mortgage loan to Shellpoint Mortgage Servicing, a division of New Penn Financial, LLC on XXXX XXXX, 2016. ( Exhibit A ) At that time, my mortgage was delinquent and XXXX XXXX XXXX had approved a six month forbearance on XXXX XXXX, 2016. ( Exhibit B ) Per statement balance from XXXX XXXX XXXX dated XXXX XXXX, 2016, my delinquent balance amount was {$6400.00}. ( Exhibit C ) On XXXX XXXX, 2016, I made a payment by check of {$3400.00} to a XXXX XXXX XXXX branch location in XXXX XXXX, Maryland. ( Exhibit D ) This should have taken my delinquent balance down to {$3000.00}. I received a mortgage statement from Shellpoint Mortgage with first payment due for XXXX XXXX, 2016 in the amount of {$1300.00}. ( Exhibit E ) I contacted Shellpoint Mortgage on XXXX XXXX, 2016 to notify them of a my payment that I made to XXXX XXXX XXXX. I spoke with XXXX XXXX XXXX, he informed me that my total past due amount is {$6400.00}. I told him I did n't understand why it is that much. He explained there is {$2500.00} of fees and charges accrued over the years of having the loan. He told me to email escalations. I sent an email to escalations on XXXX XXXX, 2016 ( Exhibit F ) and another email on XXXX XXXX, 2016. ( Exhibit G ) I received a letter dated XXXX XXXX, 2016 in response to my emails. This letter shows a balance of {$7800.00}. They state in the letter that {$2500.00} are corporate advances. ( Exhibit H ) I have a statement dated XXXX XXXX, 2016 with a past due balance of {$7800.00} ( Exhibit I ) and a statement dated XXXX XXXX, 2016 with a balance of {$4300.00}. ( Exhibit J ) I made a payment of {$1300.00} on XXXX XXXX, 2016 ( Exhibit K XXXX On XXXX XXXX, 2016, I called Shellpoint customer service and spoke with XXXX XXXX and XXXX XXXX, they stated my current balance due is {$6400.00}, delinquent for three payments. My monthly payment is {$1300.00}, which adds up to {$3900.00}. I do n't understand what is happening to my mortgage account. I fear that this transfer of mortgage servicing is going to cause me to lose my home due to errors in financial computing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2016-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint Mortage, XXXX SC increased my monthly mortgage payment without notifying me in writing or by email. The increase was for the impound account. Dates were XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX late payment are reflected on my credit report. However, my typical monthly payment was deducted from my account on XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX. Once I understood that increase I paid all the back amount due. My report should not reflect their incompetence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95356
Submitted Via: Web
Date Sent: 2016-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No