Date Received: 2016-01-29
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Began calling monthly about 5 months ago. Payment is due on the XXXX and statements are normally received that day or after and mailed immediately. They refuse to send the statement earlier requesting payment be made by phone or Internet for a fee. Payments have never been past the XXXX grace yet they continue to call. Called me at work this month and I told them I was reporting it.
Company Response:
State: WI
Zip: 53214
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have had a mortgage with XXXX XXXX for 20 years with no problem. Two months ago it was sold to Shellpoint Mortgage. They have not paid my real estate taxes with my escrow account. The town sent me a letter stating taxes were not received and I will get a 1 % penalty for late taxes. Also Shellpoint said they never received my XXXX payment. My XXXX account has me making the payment on XXXX XXXX of last year. Today I got a statement for last months mortgage payment and this months payment with a penalty for being late. Shellpoint states they paid taxes on the taxes on XXXX XXXX. The town said they have received nothing. No one at at Shellpoint returns phone calls to help rectify the problem.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11725
Submitted Via: Web
Date Sent: 2016-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To whom it may concern : on XXXX XXXX we refinanced our house with new penn financial, shellpoint became the mortgage servicing, on XXXX XXXX they claimed they paid {$7000.00} on XXXX insurance, why? I do not know they have not given an answer. Our insurance premium is about {$150.00} a month, we had only been 12 months with this company there is no way we owe that amount. Our escrow got short now our payment went up {$500.00}, since we only pay whatever we agreed, we keep receiving letters of default and we are loosing our house. I have been fighting this company for seven months calling them every week in up to today I have not got a decent answer. We have never missed a single payment, this is very extresful situation and obviously they do n't care on fixing this problem. Thank you for your time I hope I can get some kind of help resolving this matter.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 97317
Submitted Via: Web
Date Sent: 2016-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX, I requested assistance from XXXX XXXX to modify my loan during a severe economic downturn. XXXX XXXX would only offer a 5 yr balloon option. I advised them at the time, that I was in the process of a short sale on my prior home and would not qualify to pay them off in 5 yrs. They stated that as long as I proved I had the ability to repay they would remodify after the 5 yr term. Fast forward to XXXX XXXX, I submitted for remod, XXXX sat on the file till XXXX XXXX, then sold the file to XXXX XXXX. I contacted XXXX XXXX and they said I had to wait for 60 days till they got the complete file then they would issue me a new remod package. I received that pkg in XXXX XXXX. Completed and resubmitted. They advised me in XXXX XXXX they would no longer accept pmts because the balloon came due in XXXX XXXX. I applied for assistance from the state in hope this would entice the lender to remod. The state said they would provide {$30000.00} but that they could not finalize unless the lender agreed to modify. XXXX did not respond for months but finally told me the investor would not extend the loan because they purchase the file on the secondary market as a fully maturing 5 yr balloon loan. I requested a reconsideration because this was a fraudulent transaction sale as this was sold to me as a balloon with the remod option at the end of 5 yrs. I did not hear back from them. Several months passed and I received notice that Shellpoint Mortgage was now servicing the loan. I requested for the mod pkg. provided all of the items and proof of income to support repayment. They said I cleared underwriting and were just waiting on the investor to determine which remod option was available. This took place in XXXX XXXX. XXXX XXXX they stated they needed 30 more days. I did not hear from them till XX/XX/XXXX. They declined the remod and gave the option to short sale or deed in lieu the home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2016-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I received a response from my mortgage servicer, Shellpoint Mortgage Servicing, thru the CFPB web portal, to my CFPB complaint, Case No. XXXX, filed XXXX XXXX, XXXX. Shellpoint was again, non responsive to specific items of the complaint in my XXXX XXXX, XXXX filling, gave intentional, verifiable, false information and deliberate false quotes attributed to me, the borrower. In addition Shellpoint deviously set an illegal consumer trap with a document entitled " Streamlined Modification Letter '' in order to fast track " A recording of a Notice of Sale '' on my home. Please find enclosed here with a letter along with supporting documentation sent to Shellpoint XXXX XXXX, XXXX detailing & evidencing the validity of these allegations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93305
Submitted Via: Web
Date Sent: 2016-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have previously submitted a complaint about Shellpoint deliverying confidential information, including demand letter and intent to accelerate letter to my home which is not my mailing/billing address of record. My home is currently occupied by a family member and just today a messenger went to the home and asked to speak with me and advised my family that it was regarding a delinquent payment ( incidently it was for XX/XX/XXXX payment which is in their system to be paid, leaving the account 22 days past due. I complained before when they sent a messenger, and shared private and confidential information with someone other than myself. I asked them to cease and desist sending documents and people to this address and they have not even had the professionalism or business courtesy to respond to my complaint. These people are incompetent and have a loan shark mentality for collecting or barely delinquent payments. Unacceptable
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2016-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX. I 've been trying to get a loan modification from XXXX XXXX XXXX since XXXX/XXXX/XXXX. I just today ( XXXX/XXXX/XXXX ) have been notified of XXXX XXXX XXXX selling my loan to a company called Shellpoint Mortgage on XXXX XXXX, XXXX. I have not received any letters of this transfer and had no knowledge previously. I called them today and they told me that the loan was just today sent over to a loan modification specialist for review. They had 14 days to do that already and they have not done so until i called them. Also they are saying that there is a foreclosure sale date scheduled on my home for XXXX XXXX, XXXX. They said that they do not have to file/ record a new Notice of Default and Notice of Trustee Sale and the sale will stay the same from the old servicer. So essentially I only have Monday to get any documents in to Shellpoint mortgage to finalize the review for a potential sale postponement. The servicer is not giving me a chance to apply and be reviewed for a loan modification.I only have ONE day to do anything for my loan modification. I did not even have a single point of contact assigned before today 's date so that they could review my loan modification. How is this company operating. This company is so violating right of mine. California Homeowner Bill of Rights. " CALIFORNIA HOMEOWNER BILL OF RIGHTS The California Homeowner Bill of Rights became law on XXXX XXXX, XXXX to ensure fair lending and borrowing practices for California homeowners. The laws are designed to guarantee basic fairness and transparency for homeowners in the foreclosure process. Key provisions include : see : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95610
Submitted Via: Web
Date Sent: 2016-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage was sold by XXXX XXXX XXXX in XXXX 2016. Since then we are getting foreclosure notices and strangers knocking on our door handing us paperwork. We have had a mortgage for 30 years and are down to 7 months before payoff. ( We have NEVER had this problem. ) I 've asked them to review our payment history as I believe they reversed one of our payments. I can not get anyone to reply to my many emails and faxes. I 've read reviews about Shellpoint Mortgage ( aka Resurgent Mortgage ) and have heard many of the same complaints. I know I should refinance to get away from these scammers but do n't want to have to do that with only 7 payments left.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2016-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I received a phone call from ShellPoint Mortgage Servicing on XXXX at XXXX asking me to verify personal credit information and they referenced me to my previous foreclosed home at XXXX XXXX XXXX XXXX XXXX Il XXXX. The company Shellpoint mortgage servicing also know as Resurgent XXXX Servicing was a company inwhich I had a second mortgage and I filed Bankruptcy on or about XXXX inwhich the debt has been wiped out. They continue to call and harass me when they had a copy of my credit report which verifies and shows that I filed bankruptcy and the debt had been dismissed. I told them to stop calling me and harassing me to put me on their do not call list but they continue to call and harass me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60056
Submitted Via: Web
Date Sent: 2016-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint mortgage is not paying my real estate taxes. If they are not going to do it, they should cancel my escrow account and I will do it.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2016-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No