Date Received: 2016-05-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XX/XX/XXXX, I signed a {$2500.00} promissory note with XXXX. The original docs were altered after I signed. I filled a fraud compliant with XXXX. They agreed and waived the balance of the loan. In XX/XX/XXXX, Resurgent bought the loan and I refilled the fraud complaint and Resurgent agreed and waived the loan. I have not received any bill since XX/XX/XXXX. In XXXX XXXX ( last week ) I received a Mortgage statement for {$8500.00} from Shellpoint MTG. Confused, I called Shellpoint. XXXX, in the Shellpoint XXXX office indicated they purchased the " mortgage '' from Resurgent. The 10-year-old, {$2500.00} promissory personal loan magically converted into a mortgage attached to my primary residence. XXXX confirmed the loan was indeed a mortgage on my home and was in the XXXX lien position. Shellpoint is threating me with foreclosure and placing it on my credit. Statue of limitation on promissory notes is only 4 years. I shredded all my old XXXX doc 's long ago. I have called 3 times and sent in 3 requests for lien documents and strangely they ca n't find any.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our firm, XXXX XXXX, XXXX, has been monitoring our client 's request for mortgage assistance to Shellpoint to ensure Shellpoint 's compliance with Regulation X. For the past several months, we have been actively trying to save our client 's property from foreclosure through the loss mitigation process. This is the second CFPB complaint we have had to file in connection with this loan account due to Shellpoint 's failure to properly process our client 's loss mitigation application. Moreover, we have had to send several Requests for Information and Notices of Error in connection with the aforementioned failure. Shellpoint has failed to provide any substantive response to any of our correspondence since the last CFPB complaint filed. We sent Shellpoint our client 's complete Request for Mortgage Assistance Application via facsimile on XXXX XXXX, 2016. Additionally, a hard copy of the application and supporting documents were mailed via certified mail [ Tracking No. : XXXX XXXX XXXX XXXX XXXX ] to the address designated by Shellpoint for Loss Mitigation applications on XXXX XXXX, 2016. According to the U.S. Postal Service, Shellpoint received the hard copy application and documents on XXXX XXXX, 2016. Moreover, we sent a Request for Information ( " RFI '' ) to the address designated by Shellpoint on its website for such correspondence on XXXX XXXX, 2016 asking Shellpoint to determine whether the application submitted was complete or incomplete and to provide a list of any documents missing if any. At some point after, a Shellpoint representative called our client improperly despite knowing he was represented by an attorney and being instructed to respond by written correspondence only to our law firm 's address. After not having received any written notification regarding whether the application was complete or not, we submitted our first CFPB complaint addressing said concern and the lack of responses we were receiving from Shellpoint. Subsequently, we also called the representative back and instructed them again to refrain from directly contacting our client in any way and to only communicate with his legal counsel. The representative gave us a list of documents that were required in order to complete the review of the application. The additional documents were submitted to Shellpoint via facsimile using the number provided by the representative on XXXX XXXX and XXXX XXXX. Moreover, we sent another Request for Information asking for confirmation that the package was now complete with those additional documents on XXXX XXXX, 2016. As of the date of this complaint, we still have not received any confirmation from Shellpoint regarding whether the application is now complete or if additional items are still missing. Also, Plaintiff 's counsel in the active foreclosure has continued to pursue its efforts in obtaining a foreclosure judgment against our client while there is a pending loss mitigation review. We have sent several Notices of Error pertaining to this case since the last CFPB complaint was filed and still have not received any substantive response from Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2016-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My detailed hardship letter does not fit here and is submitted with my other documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2016-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing services my loan and also collects money from me monthly for an escrow account, from which they pay my property taxes and homeowners insurance. The problems in the past stemmed from this escrow account, which they like to pad with exorbitant amounts of extra money to prevent the escrow account from going into the red when they pay the taxes twice a year. XX/XX/XXXX, they again decided to pad the escrow account and raised my escrow payment by {$1300.00} per month. This was the beginning of the nightmare that has now resulted in five months of Shellpoint lying to me, ignoring my calls, never returning calls, passing the buck, leading me up the garden path to nowhere, sending them mountains of paperwork and generally wasting my time. Even worse, they have ruined my credit, which was excellent when I applied to them for a modification XX/XX/XXXX. They have incorrectly reported me as having been late on payments, when all along, it was Shellpoint who had not applied the funds I paid them in XX/XX/XXXX and XX/XX/XXXX for the XX/XX/XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2016-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My name is XXXX XXXX. My loan was recently transferred by XXXX to ShellPoint. ShellPoint for some reason put the loan in the " Bankruptcy '' category. And because of that all my previous payments went " somewhere '' and did not reflect on my current account activities. As the result, my account today showed " 3 payments past due. '' I also received a letter " Intent to Accelerate. '' They locked me out of my account, then somehow it was turned back on last month, and now I 'm barred from making payment. I left a message and faxed them previously, most recently last month, yet no one tried to call or contact me back regarding the matter. I 've started receiving pre-foreclosure letter. ShellPoint customer service is not helping me, they do n't disclose information as of why or how or how to deal w/ the matter. They would tell me they ca n't and only BK department can, yet NO ONE from BK has ever tried to contact me or responded to my requests! This also affect my credit rating, and the pain and sufferings I 've endured in the last few months.
Company Response: Company believes the complaint is the result of a misunderstanding
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2016-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been disputing questionable activity on my account from XXXX XXXX through XXXX XXXX with little to no assistance from Shellpoint Mortgage Servicing. XXXX XXXX I received a foreclosure letter. I have since sent in a RESPA letter requesting documentation to complete an audit on my account. I believe Shellpoint has mismanaged my account by applying other account payments and fees to my account. They have since charged me with copious fines and fees, claimed I was paid through XXXX XXXX, XXXX and then rescind their claim. The activity on my account since XX/XX/XXXX has been criminal and negligent. Shellpoint has intentionally worked to cover up and make amends to an error in processing on my account rather than have a conversation with me to work on adjusting my mortgage correctly. I have the letter I sent for your review as well as a detailed timeline accounting for all activity and communication between myself and XXXX since XXXX XXXX. I believe I may have a good case with multiple violations, including wrongful foreclosure. XXXX/XXXX/XXXX Loan Modification requested - over phone XXXX/XXXX/XXXX Decrease in account by {$5100.00} - from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Inquired with Customer Service Rep XXXX @ XXXX about issues with XX/XX/XXXX payment history XXXX/XXXX/XXXX Payment History Notes requested - over phone XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Loan Modification mailed to XXXX XXXX of XXXX XXXX I submitted loan modification request forms XXXX XXXX, XXXX to XXXX XXXX, XXXX XXXX - XXXXXXXXXXXX. XXXX informed me I did not qualify for a loan modification because my loan was up-to-date with payments. She advised me to withhold payment and resubmit my XXXX XXXX XXXX. XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Increase in account by {$5100.00} from {$150000.00} to {$150000.00} then decreased {$4700.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Account increased {$4000.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Past due letter received in mail XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX XXXX notice to mortgagor letter received XXXX/XXXX/XXXX Phone message left with XXXX XXXX at XXXX, ( received no call back ; Customer service rep, XXXX XXXX, informed me on Monday, XXXX XXXX, XXXX that XXXX XXXX at XXXX is my account XXXX and I would be contacted by her within XXXX hours after leaving a phone message. As of Thursday, XXXX XXXX, XXXX it had been 10 days with no return communication. XXXX/XXXX/XXXX XXXX contacted - advised to ask for escalation - if I do not hear from Shellpoint to contact XXXX at XXXX XXXX/XXXX/XXXX Foreclosure letter received in mail from XXXX/XXXX/XXXX I called Shellpoint - my assigned account manager was XXXX XXXX ( no longer employed with Shellpoint at the time ) XXXX assigned me to XXXX XXXX @ ext. XXXX Follow-up up from Shellpoint Mortgage Services was non-existent until XXXX XXXX was assigned as my account manager around Wednesday, XXXX XXXX, XXXX when I was corrected by Customer Service Rep. XXXX at XXXX. XXXX informed me my account manager was XXXX XXXX, whom is no longer with the company and that I had no assigned account manager. Earlier that evening Customer Service Rep. XXXX said he assigned my account to a XXXX XXXX at ext. XXXX. Even still, I had to contact XXXX XXXX, XXXX lawyer - XXXXXXXXXXXX before XXXX would contact me. I question how long my account was assigned to a non-active employee, hence, not being monitored / managed properly by Shellpoint Mortgage Services? XXXX/XXXX/XXXX Phone message left with XXXX XXXX XXXX XXXX/XXXX/XXXX XXXX XXXXXXXXXXXX phone conversation Submitted PMI rep
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2016-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage for this property is owned by Shellpoint Mortgage Servicing LLC located in XXXX, XXXX. Shellpoint Mortgage Servicing LLC has an insurance department located in XXXX XXXX. This insurance department of the Shellpoint Mortgage Servicing LLC has sent us written letters demanding that we show proof of hazard coverage for our Shellpoint Mortgage Servicing LLC mortgaged condominium located in XXXX XXXX, XXXX. The Shellpoint Mortgage Servicing LLC insurance department sent us letters around the following dates : XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. These letters that were sent by the insurance department of Shellpoint Mortgage Servicing LLC claim : ( a ) They have no proof of our condominium 's hazard insurance. ( b ) If we do n't provide them with proof they will charge us for the cost of purchasing insurance through their specified insurance provider. ( c ) We will be required to pay the cost for their insurance. Each time they have sent us letters we IMMEDIATELY sent email correspondence to them in attempts to resolve their claims. We sent email to this email address : XXXXXXXXXXXX We sent 3 different emails. Two of the emails included proof of individual unit hazard insurance. The final email included proof of the entire condominium 's hazard insurance. All three emails included vigorous, emphatic, and strong language indicating that we as the customer disagree with their action AND strongly desired a correspondence and confirmation of receipt of proof. The letters that they sent requested us to contact them via email. We also contacted them via telephone. In our email correspondence we vigorously refuted their claims of no insurance and made reasonable attempts to ( 1 ) Provide proof of insurance ( 2 ) Dispute their claim to add their own insurance ( 3 ) Have Shellpoint Mortgage Servicing LLC insurance department respond to our insurance proof claims COMPLAINT : ( A1 ) The insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX will not acknowledge or respond to our emails regarding points ( 1 ) ( 2 ) and ( 3 ) mentioned previously. We have not receive a phone call or an email or any other correspondence except printed form letters threatening us with their eminent X appointed insurance provider. ( A2 ) We were only able to find out the acceptance/rejection status of our emailed proof of insurance by calling the insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX by telephone. Their form letters include their email address AND the customer service representatives at Shellpoint Mortgage Servicing LLC company in XXXX, XXXX told us to send email correspondence to their insurance department in XXXX, XXXX. ( A3 ) The insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX ignored our customer correspondence and attempts to submit proof of hazard insurance. They have assigned their insurance provider despite our reasonable attempts to show our proof of insurance. ( A4 ) Their hazard insurance premiums will be added to our mortgage even though we have sent them proof of our condo 's hazard insurance. If we do n't pay the premium our mortgage will go into default.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07675
Submitted Via: Web
Date Sent: 2016-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-25
Issue: Taking/threatening an illegal action
Subissue: Seized/Attempted to seize property
Consumer Complaint: NOTICE this attorney is indirectly engaged in a illegal debt collection action and identity theft. I am the consumer creditor as defined in 15 usc 1692 A3, 1692 A4. The company is in violation of federal law including a communication issue, 1692C a-c, and failing to obtain prior consent nor expressed permission to communicate about alleged debt, after filing complaint with CFPB, a cease and desist, and notice of dispute to this entity and the entity XXXX XXXX XXXX. and representatives. Shell point Mortgage Servicing responded that the account will be updated to cease. However your documents with the register of deeds is another violation of Federal Law 1692D 1,2,3. I am a victim of Identity Theft, and your company and others have use unauthorized information to report and open accounts. I demand you withdraw your documents and in 7days obtain sworn, under penalty of perjury, verification and validation of the alleged debt1692G a, b, or the consumer will presume that 1692C c-1 has been invoked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2016-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-23
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have asked Shellpoint to forward my Mortgage note four times to XXXX XXXX and they have lied all four times. They impleading my refinancing to lower interest loan. I have three way calling recorded of their lies. And because of their using this by standing in the way stalling I could lose the refinancing to lower payments. Its not fair.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a second mortgage with XXXX which sold the loan to US Bank and then was managed by Shellpoint mtg. I paid the loan off XXXX. When I tried to refinance, the lawyer doing the title search found that the release of the deed of trust was not done properly. I filed a complaint with you against Shellpoint mtg but they STILL did not get it right. The lawyer, XXXX XXXX, has e-mailed US Bank and they refuse to answer her e-mail. Until US Bank does a proper deed release I ca n't refinance or sell my home. If they have the authority to put a lien on my property, they should be made to release it properly when paid in full. This situation is ridiculous. XXXX is saying they released it properly but the lawyer is saying US Bank either needs to release the deed themselves or give XXXX mtg power of attorney saying they had the authority to release the deed of trust.
Company Response: Company believes complaint is the result of an isolated error
State: WV
Zip: 26003
Submitted Via: Web
Date Sent: 2016-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes