Date Received: 2016-02-25
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Dear Sirs/Madams, I would like to file a formal complaint against Shell Point Mortgage Servicing. My name is XXXX XXXX XXXX. My loan number with Shell Point Mortgage Servicing is XXXX. I reside at XXXX XXXX XXXX XXXX XXXX FL XXXX. I have been working diligently with Shell Point Mortgage Servicing company to get a modification approved for well over one year now. After providing Shell Point Mortgage Servicing company with their required and requested paperwork over and over again, continuously updating information which was previously sent and following up with updates I was approved for a HAMP tier 1 mortgage modification on XXXX XXXX, XXXX the evening before we were scheduled to go to mediation ( pleae see a copy of the trial modification approval attached ). However, the modification was well outside HAMP modification requirements or calculations ( i.e. XXXX % of the gross household income ). Specifically our gross total household income listed on the RMA is {$5600.00} per month. Utilizing HAMP requirements that would represent a maximum mortgage payment of approximately {$1700.00} per month. Our trial modification approval is well above the XXXX % HAMP rule. The modification was approved for a monthly payment of {$2600.00} which is roughly 48 % of our gross total house income. I mentioned this discrepancy during mediation and again several times to our mortgage servicing representative. During my discussions with Shell Point Mortgage Servicing I discovered that they had applied the same earnings multiple times and had in fact doubled our gross household income. In my initial discussions with the individual assigned to my mortgage on XXXX XXXX, XXXX, XXXX XXXX, she admitted that there appeared to be an error made on their part. However, in subsequent discussions they refused to take that into consideration and stated simply that the approval is correct based on the numbers they used. I am attaching a copy of the RMA provided to Shell Point Mortgage Servicing which stated that my total household income is {$5600.00}. I would further like to state that I included my wife 's income upfront as I had all along as she is part of the total household income. The RMA paperwork stated that I was including my wife. It included her Social Security number, her pay stubs and her signatures and listed her as Co -borrower all along. Please note that after I was informed by the mortgage servicing company and the mortgage holder XXXX that all required documents have been received with the exception of my XXXX and XXXX XXXX XXXX information I was subsequently told to have my wife sign a " Non-Borrower Contributor Form '' indicating that she would be contributing her earnings towards the mortgage. I question the need for the form as her earnings had already been included in the total gross household income. I was told she needed to sign the form because she was not on the mortgage. I was not told they would be counting her income again, thus inflating the total gross household income. It is further worth noting that they required I provide proof of my earnings to myself from my business via bank statements which I did and which they 've been included again essentially doubling our total household income. It is clear if you look at the RMA I filled out and compare it to our XXXX personal tax returns that the " Total Gross Household Income '' is in fact XXXX as stated on the RMA. Please see an attached copy of our XXXX personal tax returns and a copy of the RMA to support this information. I would greatly appreciate your support in righting this wrong. Respectfully, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2016-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am third party authorized for my client XXXX XXXX XXXX XXXX who had his home equity stolen from him through deed fraud and my company through XXXX XXXX ( a ) have been able to revert the deed back in his name. I contacted the servicer that was assigned his defaulted mortgage ( Shellpoint Mortgage ) and they informed that they conducted a short sale on the property in XXXX XXXX for the sum of {$420000.00}. I told them that was impossible no transfer of title or satisfaction of mortgage was ever recorded with the State of NY. They even told me who purchased the property through a short sale with there company. ( XXXX XXXX XXXX ). There is some serious fraud indicated here. I called back a second time on XXXX/XXXX/XXXX and they were not willing to speak to me even though I was authorized to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 101XX
Submitted Via: Web
Date Sent: 2016-02-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: ShellPoint LN XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX In XXXX 2015 the homeowners filed a Chapter XXXX bankruptcy. The lender told them they had to move out since they do n't own the property any more. Therefore the homeowners moved out. The lender proceeded to not foreclose on the property, and instead it has been sitting as a zombie foreclosure for the last year. In addition, the HOA has continued to accrue for the last year, unbeknownst to the consumer. The lender then sent a letter to the consumer requesting they market the property and move forward with a short sale. Therefore, the consumer proceeded to hire a real estate agent, market the property, and procure a buyer. Now, however, the lender is now refusing to do a workout of any kind, even though they know the mortgage is upside down. They have further endangered the consumer who is no longer allowed to live in the property by accruing debt ( in the consumer 's name ) with the HOA Company. The lender has shown cruel treatment to the consumer in every action they have taken : 1. ShellPoint forced the homeowner out of their home 2. ShellPoint forced debt onto the consumer for a property they were prohibited from enjoying 3. ShellPoint lied when they sent out a letter regarding the consumers options that they had no intention of giving them When is this going to stop?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92021
Submitted Via: Web
Date Sent: 2016-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband and I have been trying to get a loan modification with Shellpoint Mortgage Company for few months now. We are also working with our attorney ; three months ago he recommended we do a Chapter XXXX in the meanwhile try to get a loan modification with Shellpoint. The problem with the Chapter XXXX was that our trustee 's payment was raised during this time. On XX/XX/XXXX we submitted a loan modification package to Shellpoint Mortgage and we received a response from Shellpoint dated XX/XX/XXXX indicating they assigned a new specialist to assist us thru the lost mitigation process. We have made many attempts to get a hold of our specialist dedicated to our file but he never responded back. Every time we call they tell us they require more documents and every time we send them and come back with another request of forms or adjustments on forms. For example : they requested our XX/XX/XXXX-XX/XX/XXXX taxes and we complied. They told us to call back in a few days to follow up and I did only for them to tell me that they did not receive our taxes. Finally after submitting a complain I hear back from our specialist. HE told us he had received a package. And that he was sending a realtor to our home to do a home appraisal. This was on a Monday. On wednesday we recieved a phone call from Shellpoint indicating that we are eligible for a loan modification. That we would have to give a XXXX down payment. They told us they would put everything in writting and mail it to us. Well on Friday evening we get a call from Shellpoint and they tell us sorry the investors would not approve the loan modification. And on Monday morning our home goes into Auction and we get foreclosed on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60402
Submitted Via: Web
Date Sent: 2016-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint Mortgage has reported a false information to us about a foreclosure sale date. They told us that there is a sale date on the property, but there is none. We have submitted an offer for a short sale and they advised us that because of the foreclosure sale date on XXXX/XXXX/2016 they can not review the offer, but we have called and they advised us that there is NO SALE DATE. I do not know why they would lie to us about something so important as sale date. The buyer is willing to pay what what the investor is looking for, but they gave us wrong information. PLEASE HELP US
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97005
Submitted Via: Web
Date Sent: 2016-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I initiated a Deed In Lieu foreclosure in or around XXXX XXXX. As per guidelines, I listed the house for sale for a period of more than 6 months. At the time, we were not given an offer. In or around XXXX XXXX, we proceeded with Deed In Lieu paperwork. As time went on, I would receive letters that required notarized signatures. Around XXXX XXXX, during a routine call, I asked the Loan specialist when would the final judgment be declared. She said all paperwork and final cancellation of loan should occur around the end of XXXX XXXX to the beginning of XXXX XXXX. In XXXX XXXX, I called and asked for a status on the loan. She informed me the paperwork was " at the clerk of court for XXXX county ( parish ) awaiting title clearance for house. '' For four months, I called every other week and received the same response. On XXXX XXXX, XXXX, I spoke with loan specialist supervisor. He explained about a problem shellpoint had with the third party law firm that was contracted to finalize the paperwork. I was told that the law firm sent the paperwork and a check to pay off all outstanding taxes to the clerk of court and that it was {$25.00} short. The clerk sent all paperwork back to the law firm. During this time, that law firm closed down. A new law firm was contracted and was attempting to find all lost paperwork from original firm for more than 2 months. At that time, he said he would start new paperwork that would have to be resigned and notarized again. If old paperwork was not found, the new paperwork would take an additional 2 months to get finalized. I asked if, after all paperwork was completed, that my credit would reflect any past due amounts ending in or around XXXX XXXX due to the fact that the error and delay were on the part of Shell points vendor and not because of myself or my wife, the cosigner. He said he would call me back after paperwork was completed and speak about it. By XXXX XXXX, I received word that the Deed In Lieu was approved and finalized and would reflect on my credit file within 30-60 days. I asked about showing past due payments only to XXXX XXXX and was told they would look into it. Around the end of XXXX I received notice of a credit change on file. I saw XXXX and others showed past due payments to XXXX XXXX. I have since tried to call the loan specialist and supervisor and left several voicemails with no answer back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70791
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage servicing provider ( Shellpoint ) transferred my mortgage to another service provider ( XXXX ). This is a standard procedure and I went through the process several times before. However, this time I was not informed about the transfer from either company! Because Shellpoint had a wrong address on file I did not receive their notifications. Additionally, since the new service provider ( XXXX ) relies on the address from the previous service provider, I did not receive any communication from them either. I found out about the transfer a few months later via a coincidence. I checked my credit report and noticed that my credit score dropped. Apparently I had a mortgage with XXXX that was more than 30 days late. I was confused as I had been making timely payments to my my mortgage provider. I called Shellpoint and they informed me that they are not my service provider anymore and they referred me to XXXX. Both providers admitted that they had the wrong mailing address and that the mail they sent to me had been returned to them. When asked why they did not call me both service providers did n't provide an explanation. I still do n't understand why Shellpoint never tried to call me while they continued to receive my mortgage payments several months after the service transfer. I immediately settled my balance with XXXX as they were very adamant about the outstanding balance. Working with the XXXX service providers and all three credit bureaus is very stressful and frustrating as it all could have been avoided. As of today I am still waiting for Shellpoint to reimburse me for three months of mortgage payments.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2016-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: During housing crisis XXXX purchased my mortgage from XXXX since I had never missed a payment since purchasing it in XXXX. Once I was ONE day late & XXXX notched my credit. In XXXX XXXX I unexpectedly retired & went to XXXX to help my daughter XXXX ( XXXX ). I got into credit card trouble & declared bankruptcy in XXXX XXXX. The attorney told me to stop paying XXXX since house was a rental & see what courts did. ( Bad advice ) XXXX transferred note to their bad debt subsidiary Shellpoint. When court allowed me to keep house, I immediately caught up all payments and fees. Since I live on social security income, I applied for Loan Modification. Denied. They said I had too much equity in the house because they said appraisal was {$110000.00}. I owe $ XXXX. Having done real estate, I researched XXXX and made a list of listings and sold and sent it in. They said they did n't get it. I sent it again ( see 2 attachments ). Denied because they held to their fraudulent appraisal. This was an appraisal by DRIVE BY ( against all standards ). Never made any effort to contact me or tenants and impossible for them to enter rear yard due to dog. This appraiser probably sat a computer and read the average price of home at that time in this neighborhood, which ironically, was {$110000.00}. But never checked square footage or comparable. Mine is a XXXX XXXX bath home of XXXX sq ft. On attachments, you can see the comparable square footages. However, there is a {$120.00} other fee showing on Shellpoint website. The first rep said not to worry about it, unimportant. Later, a second rep said she did n't know what it was for. The other day a third rep told me it was for the DRIVE BY APPRAISAL. I 'm now planning to sell the house ( in large part to be done with XXXX forever! ), but I know they will charge me for that unethical, fraudulent appraisal. They would n't give me name of firm, although I wanted to file a complaint with the XXXX XXXX ( appraisers ). The sum experience is that I believe there is collusion between appraiser and Shellpoint. That they want to foreclose and get rid of this loan because the equity is there. They wo n't lose money. They defeat the purpose of the Loan Mod Program. It 's not to assist people like me. They made it so difficult to apply. Twice I had to send in the application, then twice send the comparable sales. My request of you is to have Shellpoint drop the {$120.00}. fee for the " appraisal. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2016-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We were coerced into financial ruin by several mortgage companies that our loan has been passed too in order to cover their wrong doing. We have been trying to negotiate a modification that has been used to entice us to leave a successful chapter XXXX, we have an attorney that has been diligently persuing this modification. With no success being brushed aside casually with a statement that they are not authorized to negotiate. Further they refused to provide proof that they are current holder of our note. We have also pursued this thru Congressman XXXX XXXX office. Their response to the congressmen office was entirely different than to us of which they will not respond too. All we want is what is fair and what they agreed to do when they accepted the XXXX XXXX in TARP money to provide loan modification to home owners who qualify.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2016-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This reverts back to a complaint from XXXX XXXX Case number : XXXX related to the settlement from a law suit with the federal government giving us up to a 41 % principle reduction Modification opportunity in which XXXX explained where the income they used to process our Modification of XXXX XXXX, that income information was provided by us back in XXXX. Since then my wife was forced to changed jobs as I was and our income was negatively impacted plus, the Social Security income they used was inaccurate by over a thousand dollars too high. This income for the XXXX 41 % principle reduction Modification was not provided by us in XXXX it was transferred from a XXXX Modification we had applied for. The reason we did not respond back to CFPB when we received XXXX 's response was, XXXX told us they would consider us for that 41 % principle reduction opportunity. We then started sending the required documentation and were at the final piece of documentation necessary to complete the package for review when XXXX sold our loan to Shell Point servicing a division of New Penn Financial, LLC effective XXXX/XXXX/XXXX. When we received that notice we attempted to get that final documentation sent to XXXX XXXX at XXXX, 3 times with no response from him or XXXX. Then on XXXX/XXXX/XXXX there is a Notice of Trustee Sale filed against our home at the XXXX XXXX XXXX XXXX Office with a scheduled sale date of XXXX/XXXX/XXXX by XXXX with the recorded copy mailed to XXXX XXXX in XXXX XXXX. Since the mortgage has been sold I have attempted to reach XXXX XXXX on XXXX different occasions with no call backs. ( I got the contact number on my own from searching on line! ) I have not gotten anything in the mail from them. On my first call I did get the loan number ( XXXX ) and I was told there is a sale date of XXXX/XXXX/XXXX in the file and that the loan was discharged in Bankruptcy, from the person answering/directing the calls, which is not true ... ..Only my wife filed Bankruptcy ... ..I did not file, she had personal financial issues she needed to resolve. We have not received a denial letter related to the Modification with XXXX, that was almost completed or anything except a Notice of Trustee Sale. We want to save our home and that 41 % Principle Reduction opportunity gave us that chance and now appears gone as is our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2016-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No