Date Received: 2015-12-08
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Mortgage was refinanced. I paid for an appraisal which came back value XXXX agent appraisal. The refinance was Based on XXXX. After a Va appraisal was done again it came back at XXXX an the Appraisal guy stated to me I had XXXX equity At the closing the agent did n't show up an I was Ripped Off! XXXX XXXX XXXX agent XXXX XXXX changed the paperwork an I sat there alone at the closing unaware. To my knowledge everything was based on XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70126
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage Servicing Company, Shellpoint Mortgage Servicing, made a mistake when it paid my insurance renewal premium not once but twice in XX/XX/XXXX. It paid the insurance premium from the loan for the property to be insured and again from my other property 's loan ( which was already insured with a different insurance company and was not due for renewal until XX/XX/XXXX ). Then Shellpoint did an escrow analysis for XXXX properties based on the incorrect information generated by its own mistake and increased our mortgage payment for XXXX properties by nearly $ XXXX/mo total. When the insurance company refunded the overpayment, Shellpoint credited the wrong account. Despite my efforts to sort this out by phone on XXXX different occasions, nothing has been done to remedy the situation. I am just getting the runaround. No one ever does what they tell me they are going to do.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2015-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our Mortgage loan started with Country wide, and got sold to XXXX XXXX XXXX, then resurgent which then got sold to Shellpoint Mortgage Servicing. My husband got laid off for 7 months, and we were falling behind. This was a year ago mind you. Every time we sent the documents they claimed they did not have enough information and documents, which was a straight out lie! We would re-submit the files, and by the time they processed the information it was already expired! this is a clever way to collect illegal fees, and make you fall behind even more so they can foreclosure on your home. We were only three monthe behind when this started, and were ready to pay at that point a year ago, but our Account Manager advised us not to pay because it was in review anyways. Any time we tried to make payments online, it would not allow us to pay. To this date we are still playing this game, and have no idea what to do? We do not want to lose our home, and are willing to work with them arranging some type of loan modification, but they keep saying that they ca n't help us because we did not send the information they needed, which is a flat out lie! We have proof from emails sent back and forth with their company. countless phone calls to get a voicemail, and no answer..they claim they do n't have to leave a message. Now our fees they have added has grown to a rediculous amount that we ca n't pay..of course. They want us to lose our house! Please help us keep our home, and get us on the right track with a proper loan modification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2015-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am being harassed and threatened by Shellpoint Mortgage Servicing. Pursuant to the XXXX suit between investors, XXXX XXXX XXXX and XXXX XXXX XXXX, Shellpoint is XXXX of the approved servicers for XXXX. I have no outstanding mortgage with any entity mentioned herein yetShellpoint continues to send me threatening letter to foreclose on myproperty unless I pay them money. I owe them nothing. They areviolating numerous laws by threating to take a legal action they cannotlegally take. I have made numerous demands for Shellpoint to stop theirattempts to collect a debt that is not due and to stop contacting me, yetthey continue with their predatory, misleading statements, false claims, anddeceptive acts and practices. Seven years into the greatest financialcrime ever perpetrate in the annals of the world and this behaviorcontinues unabated. Moreover, I never contracted with any party namedherein and no party ever perfected a lien prior to my 2008 Ch. XXXXbankruptcy. Kindly stop these XXXX of old from harassing me. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2015-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint delivered personal and confidential documents by mail and by messenger to a renter at our home and told our renter that Shellpoint was unable to find or locate XXXX XXXX regarding a delinquent mortgage. The billing address for this mortgage is Pennsylvania. They never once made a call to us prior to sending messenger or certified threatening letters. They took double payments from my checking account on XXXX, which I thought covered XXXX and XXXX payments. They violated confidentiality laws and my rights by speaking and handing docs to someone other than me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Last year around this time, I tried with New Penn Financial to obtain a refi via the XXXX program. I had some issues, and at the end I was told by XXXX XXXX that I had too many inquiries and we could try next year. Several weeks ago, I stated getting calls and email from him advising that XXXX had some new guidelines, and that It could benefit me. I responded in an email to him, I did n't want to go throught this again and end up getting additional hard inquiries on my credit file. Email from XXXX XXXX on XXXX XXXX. XXXX, I am following up on a refinance application you had with us about a year ago. At the time, unfortunately at the time we were unable to move forward, however now we have rolled out some guideline enhancements to that program and based off of your old file it looks like you may qualify for a significant payment reduction. Please give me a call when you get this so we can discuss in more detail. XXXX XXXXSenior Mortgage ConsultantXXXX # : XXXXMy Reply on, XXXX XXXX ; Hello XXXX, what has changed since last year? - I do n't want to add more credit inquiries on my file ; I can tell you right now, that my credit score is XXXX. My wife is still in the XXXX hundreds. XXXX XXXX XXXX on XXXX XXXX : XXXX, The majority of changes that were made is that they eased the credit requirements that allow more files to be able to run with an approval. While I understand you do not want any inquiries, I would say the potential reward for taking another look would be worth it. Your credit score is well above what we need, and rates are still low. As long as you have n't missed any mortgage payments lately I think we have a good chance to get the refinance done this time around. The XXXX program also comes to an end XXXX/XXXX/XXXX so it 's a good idea to try and take advantage of it while it lasts. Let me know if you would like me to run some new numbers for you when I am back in the office tomorrow morning. XXXX XXXX XXXX XXXX XXXX. XXXX, Good afternoon, I hope you had a great weekend. I just wanted to follow up and see if you had given any thought to revisiting the refinance. I already have all of the necessary information on file, all I need is your ok to take another look and see if we can get the refinance done this time around. Let me know if you are interested or have any other questions/concerns. Thanks. XXXX XXXXSenior Mortgage ConsultantXXXX # : XXXX XXXX, on XX/XX/XXXXXXXX, I sent a letter to XXXX and also XXXX line for help and today, I was called back a lady from the Bank 's executive office. They wanted to know what you mean by " they are reporting the loan delinquent XXXX. '' She told me, they do n't report to the investors. So, if can be more specific, it will help. I filed for bankruptcy XX/XX/XXXX, I had a lot of accounts in delinquent status. The last time this loan was late, was XXXX XXXX. XXXX XXXXNo Response : From XXXX XXXX, on XXXX XXXX ; XXXX, I 'm very concern that I have not heard back from you. Before I reached out to you, you made several calls to me, now it looks like all is dead, no calls. I need to know where you get the information that XXXX is reporting my loan delinquent to XXXX XXXX and also, I now a little about the XXXX guide line, and XXXX of the requirements is " You are current on your mortgage, with no 30-day+ late payments in the last six months and no more than XXXX in the past 12 months. " And, as I advised you the last time we paid this loan late was XXXX XXXX. The last time we talked, you have mentioned just me on the new loan, but for XXXX my wife and I are on the loan, I do n't we can change that using HARP, so that brings me to think that you tried to do this a different way. Please advised, Thanks, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2015-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After going through a hardship and my bankruptcy chapter XXXX was discharged on XXXX XXXX, XXXX. I was offered a Settlement Reaffirmation Agreement by XXXX my second mortgage on XXXX XXXX, XXXX. I signed the documents and send them back to them as they wrote on their letter that they were going to take care of the filing with the court. I started to make my payments on XXXX XXXX as agreed, but it was until XXXX, XXXX when I called XXXX to make the XXXX payment when I find out that my account was transferred to Resurgent. XXXX provided me with the Resurgent 's phone number and confirmed that Resurgent was going to honor the agreement and that they had copies of all the documentation needed. I called Resurgent on XXXX to make the payment on the account, but my information it was not on their system yet since it was recently transferred to them. I asked them if I can send them the documents by fax and they provided me with a fax number. I faxed the documents, waited a day or XXXX until I called them again to make sure that they received it. When I called, the documents were already in their system, but showing a different balance. By this time it was already on XXXX, I made a payment counting for the month of XXXX and XXXX for a total amount of {$470.00} I keep calling Resurgent in a weekly basis to make sure that they updated the correct balance, based on the documentation that they had and the ones that I faxed over showing the reaffirmed amount. I requested to talk to a supervisor to look into my account and that 's when they told me that the account was going to be transferred to a manager named XXXX XXXX. I called him and left him a voicemail. It was until XXXX XXXX, XXXX that I received a call from XXXX XXXX XXXX where we had an argument over the payments. He said that I was behind for three months, I told him that I did send the copies of my payment. But according to him my payments were not for the amount showing on the reaffirmation documents for {$230.00} but it was for a {$470.00} a month according to their system. I told him that I had sent all the documents stating the right amount for the payments and that I had already made those payments to XXXX and to Resurgent. That I was only pending for the month of XXXX and he told me that there was no showing a payment for the month of XXXX XXXX. I called XXXX and request an explanation to why they did not charge the month of XXXX when I called and made the payment by check over the phone. What they told me is that by the time I made the payment of XXXX the account was transferred to Resurgent and that is the reason they did not withdrawn the payment. XXXX told me to call back to Resurgent and make the payment with them to apply it for the month of XXXX. When I called Resurgent to make the payment for XXXX and for XXXX. XXXX XXXX XXXX gave the order not to accept any payments from me. I told him that I was going to mail it and he said not to waist my time, they they were going to return it because they were not going to honor the contract that I have with the XXXX. Since that time I have been trying and trying, calling and calling to resolve this matter. Due to the nonresponse from Resurgent, I had to look for help and I reach XXXX of XXXX XXXX on XXXX XXXX, XXXX. But even to them it was taking a little too longer to get a response and resolve this matter. The file was sent to an attorney that volunteers, but they were honest to tell me that this requires more attention, attention that they ca n't demand to the volunteer attorney. I reached out to a finance help line of California XXXX XXXX XXXX. I was able to explain all this situation to an attorney and they referred me to you. They said that they have heard good results from your department and other attorneys. Hopefully you are able to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90270
Submitted Via: Web
Date Sent: 2015-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-16
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Have received XXXX unsolicited notices requesting that I contact them about streamlining my FHA mortgage. First notice was ok. XXXX indicated that did not understand why I would not have contacted them.And third which I will attach, goes as " I wrote you twice before to tell you how historically low rates and recent FHA XXXX program changes give homeowners like you the ability to significantly lower your monthly payment. Please act now - at no cost or obligation. I 'd be delighted to show you how much you could save. Please call me at XXXX. Sincerely, XXXX XXXX P.S. Our FHA XXXX process requires no appraisal and normally takes less than XXXX week to complete. " Did not save the second notice but that XXXX indicated that they did not understand why I would not have taken any action after they contacted me.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The Shellpoint account listed on my credit report shows as past due for four payments of {$9800.00} ( credit report excerpt attached ). This account is current and no delinquency exists. Even Shellpoint 's company on-line information ( attached to this complaint ) shows my account as current and I 'm told updated information should be on my credit report showing the account is current with no late payments. This account needs to be corrected asap as I am trying to purchase a car and I ca n't get financing.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The loan servicing of my mortgage was transferred to Shellpoint Mortgage Servicing. A letter from Shellpoint dated XXXX/XXXX/15 said that effective XXXX/XXXX/15 Shellpoint was responsible for ongoing administration of my loan including receipt and processing of my mortgage payment. I called on XXXX/XXXX/15 at XXXX CST and spoke and emailed a copy of the " boarding '' letter to XXXX XXXX XXXX XXXX XXXX XXXX I attempted to make a mortgage payment and was told they have no record of the new loan even though he agreed they sent the letter. He told me to keep calling back until the loan is loaded onto their system. They have no system in place to call me back or allow me to speak to anyone further at this point. I have another loan with Shellpoint that they have serviced for some time. They kept confusing that loan with the recent loan transferred to them. In short there is no accountability. XXXX XXXX had no way to speak to their loan servicing department or the department that was " boarding '' the loan that was just transferred to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68164
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes