Date Received: 2015-09-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have documented confirmation that my mortgage payment was mailed from my bank, XXXX XXXX XXXX, on XX/XX/XXXX. My mortgage payment was due to be received by Shellpoint Mortgage by XXXX. XXXX XXXX sent me documented proof that Shellpoint cashed the check for my payment on XX/XX/XXXX. I forwarded this documented proof to Shellpoint Mortgage on XX/XX/XXXX. I have not been able to call or speak to the department that handles payment disputes because Shellpoint refuses to direct my contact to that department. I have been repeatedly told that the payment disputes department will only communicate with me via mail or email regarding their research of my payment dispute. As of today, XXXX XXXX, I am continuing to receive notices of our delinquency on our mortgage. We have never missed a mortgage payment or been late on a mortgage payment since we purchased our home in XX/XX/XXXX. In addition, Shellpoint Mortgage changed their payment address in XX/XX/XXXX. We believe this is a contributing factor in their inability to properly identify and credit our payment. As a faithfully paying customer for nearly 20 years, we are extremely frustrated by this lack of competence, compassion, and understanding. We have invested countless hours attempting to resolve this issue with Shellpoint mortgage only to be told time and again that we are unable to speak directly with anyone who can help resolve our issue, and those denials are followed by repeated receipt of late payment notices.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2015-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a mortgage with Shellpoint Mortagage Servicing, XXXX XXXX XXXX, XXXX, TX XXXX refinanced the loan on XXXX XXXX 2015 ( XXXX ). The escrow company wired the payoff to Shellpoint on XXXX XXXX ( XXXX ). Shellpoint claims that they received the payment only on the XXXX of XXXX ( XXXX ). Therefore I land up paying interest on XXXX laons for XXXX XXXX through XXXX XXXX. I think Shellpoint is lying and even though the money was wired to them on XXXX XXXX they are claiming XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2015-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing currently service my loan I 've been trying to request the PMI cancelation since XXXX 2015 After multiple attempts they finally confirm receipt of the necessary paper work in XXXX 2015. I called them several times to follow up.. and even though my balance is under 80 % of the original appraisal they told me that they need to request a new appraisal that I need to pay for I agreed to that and now it has been 3 weeks I called them several times and an appraiser have not even contacted me and every time I call they tell me to wait 5 business days for resolutions and they are going to escalate etc ... but nothing is happening. please help me if you can ..thanks
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33193
Submitted Via: Web
Date Sent: 2015-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: thank you for taking the time to review my complaint. I submitted a complaint prior to this XXXX. The complaint number is XXXX. As I stated in my complaint, I was able to get more information that helped but I have a many problems dealing with Shellpoint, please allow me to explain further. On XX/XX/XXXX I had an appointment with my housing counselor XXXX XXXX at the XXXX ( XXXX ), we were discussing the issues with my mortgage and that Shellpoint was asking me to complete hardship paperwork. I explained to XXXX XXXX that I do not want to complete the paperwork because I have submitted the paperwork to them before and my income and resources have not changed drastically, also they are asking for too much information, and at this point I just do not trust Shellpoint at all. XXXX XXXX did explain that it is customary for most Lenders or Servicers to have borrowers complete the Hardship Affidavitt. I told her I understood that but I am not completing the application, my issue is more of a complaint than a hardship. We placed a call to Shellpoint and spoke with a Rep by the name of XXXX XXXX at ext. XXXX. I explained that I am aware that I am behind and I would like to get on a repayment plan and also have the automatic payments of XXXX set up on my account cancelled until I get caught up. There was a requirement of a pymt of XXXX to put down but I explained that I did not have the extra XXXX to put down and could the previous pymt of XXXX be used? XXXX XXXX explained that he could not use that payment but did agree to forgo the XXXX and he would call me on the XXXX of XXXX for the XXXX. We set up a repayment of XXXX for XXXX, XXXX and XXXX and XXXX XXXX was supposed to call me back on XXXX XXXX to take the XXXX payment for XXXX. I did not receive the phone nor did Shellpoint cancel the automatic deduction on the account. The other issue I am having is that the insurance that is on my loans with Shellpoint seem to overlap. The Master policy number is : XXXX. This policy covers loan numbers : XXXX, with effective dates of XXXX and loan XXXX with effective dates of XXXX. As you can see there is an overlap or it appears that there is XXXX policies on only XXXX loans. Please help me in sorting this out. All I want is to get back current on my loans and apply for my own homeowners insurance to get back on track and have the payments back at the modified amounts of XXXX and XXXX. I have attached the home insurance policy information for your review. As far as the conversation on XX/XX/XXXX with XXXX XXXX, my housing counselor documented the conversation. You can reach XXXX XXXX at XXXXXXXXXXXX or XXXX, XXXX. Thank you for taking the time to review my complaint, I look forward to hearing from you soon. PLEASE NOTE : I will have to fax the policy information, my scanner did not work. Sincerely, XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 436XX
Submitted Via: Web
Date Sent: 2015-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX we built a home XXXX at the height of the housing market. We had {$500000.00} equity in our home with a loan XXXX at 6.625 %. In XXXX we had a medical situation which put my husband out of work for 6 months and without an income for 9 months. We used a large portion of our retirement fund and took a loan on our retirement until he was able to return to work. We tried at that time to refinance our loan XXXX, but were told we could not for 2 reasons : 1. we had not missed a payment and every month we were paying more toward the principal, and 2. we no longer had equity in our home. Our initial appraisal XX/XX/XXXX and XX/XX/XXXX it had dropped XXXX. Nonetheless we continued to pay our mortgage and tried to refinance XXXX and again XXXX, only to be told that we do not have equity and were not able to refinance. XX/XX/XXXX my husbands partnership of 15 years ended and he was now unemployed. Without an income, XXXX children in college and XXXX graduating high school entering college, and an uncertain future in terms of employment we again contacted XXXX, since we were not able to refinance our loan we stopped paying on our mortgage. That 's when XXXX started with the requests to remodify our loan, we submitted the requested information starting in XXXX XXXX and by XXXX XXXX XXXX gave us an appraisal on our home of {$600000.00} and XX/XX/XXXX appraised it at {$670000.00}. Clearly showing our home was under water. XX/XX/XXXX, after working with XXXX " representatives '' and writing to XXXX XXXX XXXX 's office, XXXX turned our mortgage over to Shellpoint Mortgaging. We have had XXXX " representatives '' with Shellpoint, with each new rep we are asked to submit more financial information. In XXXX XXXX XXXX XXXX of Shellpoint, our rep at that time, encouraged us to get an appraisal or a Broker 's Analysis, if we still felt our home was underwater. At that time Shellpoint 's bank XXXX had an appraisal valuing our home XXXX. We questioned the XXXX difference in appraisals from XX/XX/XXXX and XX/XX/XXXX just 6 months prior, and found that Bank XXXX used comps outside of the XXXX mile radius parameter dictated by the new rules of appraisals. Our Broker 's Analysis showed our home b/w $ XXXX and $ XXXX. Shellpoint did not respond to this analysis, we were reassigned a different " rep '' and we again resubmitted our financial information for the loan remodification packet. Shellpoint has an appraisal of of XXXX XXXX, XXXX appraising our home at $ XXXX also showing our home is upside down. We have requested for a copy of this appraisal several times and they have not sent it as of this email. XX/XX/XXXX my husband and I started a XXXX in XXXX XXXX, NC. Earlier this year we were able to secure a loan to expand XXXX and move it to a larger facility XXXX NC. XXXX XXXX Bank is our lender for the practice and has been amazing to work with, and had complete understanding of our home mortgage situation. Our business is growing, we continue to maintain our home, pay insurance and taxes and we still continue to submit our financial information. We have been asking for a fair interest rate as is dictated by today 's housing market and lower interest rate since XXXX and are at a loss as to why this has been so difficult to achieve. Our initial loan was given easily, but now that we are in a difficult personal situation and coming out of it, the banks are not willing to help, even after we the people bailed the banks out of their financial mess.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28409
Submitted Via: Web
Date Sent: 2015-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The problem is with Forced Place Insurance by my the mortgage servicer. Chronology of events : XXXX XXXX, XXXX - " Notification of Expired Coverage '' sent by sevicer. Not true. Thesame policy has been effect since XXXX. XXXX XXXX, XXXX - Faxed policy information. Next XXXX statement still showing a {$53.00} escrow assessment for Forced Place Insurance. XXXX XXXX, XXXX - Called servicer. They said they only had expired info on file and had not received the fax, that their system was about 2 weeks backlogged due to the XXXX holiday. I suggested soft copy e-mail upload and they agreed and had me upload to XXXXXXXXXXXX. This seemed odd since the domain does not match their company name. Another {$53.00} escrow assessment on the XXXX statement. XXXX XXXX, XXXX - Caller servicer and they said that they had received the Proof Of Insurance but they need the " Declarations '' page. Had Insurance agency fax the " Declarations page Another {$53.00} escrow assessment on the XXXX statement. XXXX XXXX, XXXX - Called the mortgage serviver and they said that they still had not received any current information and only had expired information on file. This agent said that the " POI '' and the " Declarations '' pages are the same thing. Advised me that they have a NEW fax number. Faxed information again. XXXX XXXX, XXXX - Received a notification from the servicer that the " mortgagee '' information was incorrect. Contected my insurance agent and they confirmed that the mortgagee information is correct, exactly as requested. POI sent again by my insurance agent to the NEW fax number. More re-occurring monthly charges for Forced Place Insurance. Essentially gave up - This is obviously a revenue enhancing ploy. Blog postings indicate that this particular mprtgage servicer could make life much worse for me, e.g. reporting incorrect information to credit bureaus, unexplained additional fees, incorrect balance calculations, etc. XXXX XXXX, XXXX - I have a second property with the same loan servicer. Now they are doing the same thing with the XXXX mortgage. The recent " Expired Insurance '' notification gives directions for web upload option option. Uploaded insurance information for XXXX mortgages. XXXX XXXX, XXXX - Filed complaint with CA XXXX oversight. Complaint # XXXX, the licencing ageny for this mortgage provider.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95008
Submitted Via: Web
Date Sent: 2015-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-03
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing. I made a bill payment for my mortgagethrough shellpoint schedule for XXXX XXXX, 2015 from my checkingaccount with XXXX XXXX. XXXX sent check # XXXX. The check was sentto Shellpoint new address at XXXX. XXXX XXXX XXXX XXXXapproximately 7-10 days before the posted date of XXXX XXXX, 2015. Shellpoint calling everyday stating I did not send payment ; which XXXX did. Shellpoint stated they are having issues with processing checkssent to this address. Prior to this month for over a year ; there was not anissue at the old address. Shellpoint states they will call for update ; the only thing they want me to do is sign up for automatic payment tostop this issue. As of XXXX XXXX, 2015 I had to stop payment for the checkXXXX issued. Made a payment on phone on XXXX XXXX, 2015. In themean time I made another 'Pay bill '' from my checking account for themortgage so the payment would be for XXXX XXXX for semptemberpayment. XXXX issued check # XXXX seven to ten days before the duedate of XXXX XXXX. As of today XXXX XXXX, 2015 ; payment has notbeen posted. three way call with XXXX and Shellpoint on XX/XX/2015 ; Shellpoint said they will keep checking my account to see if fundsare posted. They want me to make another XX/XX/XXXX payment or they '' push '' me to tell me that this would not be an issue if I sign up forautomatic payment through their system.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2015-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I began dealing with Shellpoint XX/XX/XXXX. Prior to that my XXXX mortgage was service by XXXX loan services. At that time I was also pursuing a loan modification. I had submitted XXXX proposals for a settlement. Upon the XXXX settlement proposal they sold the loan and it is now managed by Shellpoint loan servicing. XX/XX/XXXX I began the loan modification process with Shellpoint. Over the course of the next 15 months I worked on sending documentation. Numerous times I would receive letters in the mail stating that I did not send the required documentation. Sometimes it was a matter of me re-sending them the same email containing the documentation, which I had sent, but they stated that I did not. Other times it was for additional documentation which was not requested in the loan mod packet. Over the past 16 months I 've had XXXX or XXXX different individuals for points of contact. Those individuals do not return your phone calls. I 've asked to be connected to their supervisors. The supervisors do not return your phone calls either. On the brief chances that I was able to get in contact with someone at Shellpoint they always ask me to verify my contact information because their notes show that they 've attempted to contact me. Each time they read off phone numbers that are not mine and ones that I did not provide. At those times I again provide them with my correct phone #. I 've spoke with individuals who state that they are emailing my point of contact along with their supervisor and I will receive a call back within 24-48 hours. I do not ever receive a call back. What led me to this point of filing a complaint is because on XX/XX/XXXX I finally received word that the investors would approve a modification. They would approve a 2 % reduction, effectively reducing my interest rate from 9.6 % to 7.6 % but only for 3 years. This was contingent on me making several months of trial payments. From XX/XX/XXXX to XX/XX/XXXX I placed several calls and left voice messages asking for updates. I did not receive any calls back and was only given updates that they were still waiting to hear from the investors. On XX/XX/XXXX I was told that there was still no new info as well as my point of contact and his supervisor were on vacation. On XX/XX/XXXX at appx XXXX XXXX XXXX contacted me to tell me that there was a mixup with some paperwork and my trial payment play had started XX/XX/XXXX. She stated that at this time I had XXXX options. I could make a double payment right then or I could start the loan modification process all over. I was extremely worked up about this news. I do n't know how I can be penalized for mistakes on their end. I abruptly ended the call with her. I proceeded to call back to speak with someone else only to find out that she XXXX is yet another new point of contact. The individual that I spoke with did not agree with XXXX and stated that they should be able to push out the trial payment play 1 month since it was their issue. They connected me to XXXX 's supervisors voice mail for me to leave a message. I 've spoken with other individuals to find out that her supervisor is a XXXX XXXX. Since XX/XX/XXXX I have called daily leaving at least 1 voice message per day. I have yet to get a return response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2015-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Error Resolution RequestI made a {$10000.00} payment in XXXX 2015 and per XXXX XXXX of Shellpoint, this payment was not credited until XXXX XXXX 2015. Shellpoint has failed to explain to me why the delay in timely crediting my XXXX repayment plan payment? They refused to give me anything in writing to support I was actually in a repayment plan. Monthly Mortgage StatementShellpoint has failed and refused to send me any monthly mortgage statements since XXXX 2015 to which CH of Shellpoint said on XXXX/XXXX/2015 at XXXX PST " we do not send monthly mortgage statements on severely delinquent accounts ''. Please immediately provide me with each of the following monthly mortgage statements and show me any regulatory instructions that Shellpoint can refuse to provide monthly mortgage statements. Monthly Mortgage Statement Demand for XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015. Per Regulation X Part 1026 ( e ) - 1026.41, you are required to provide me with a periodic billing statements. Demand for Payoff amount good through end of XXXX 2015. Request to postpone foreclosure saleAs I notified CH of Shellpoint we have received a full price offer which will satisfy the entire debt on this loan. We respectfully requested a 30 day postponement of the scheduled foreclosure sale to finalize this sale and we have not been given any assistance, nor did they even ask for a copy of the purchase agreement..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been trying to get my mortgage company to schedule a new appraisal so i can eliminate PMI on my loan. I followed the mortgage companies directive and sent in a signed request. It was confirmed received almost 6 weeks ago. I have spent the last 2 weeks calling every couple of days trying to get resolution on my own for an appraiser to contact me. I have been told my request has been escalated several times but i still have no resolution to this issue. i am hoping by writing to this bureau and appraisal will finally be completed so i can eliminate PMI from my loan.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2015-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No