Date Received: 2015-07-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX 2015 a short sale package with all supporting documents was faxed to Shellpoint mortgage. The negotiator and management at Shellpoint do not return calls or provide status updates. As of today the file has been with the investor for possible approval for over a month with zero follow ups or updates to me. They do not return calls and do not keep track of documents nor do they negotiate in good faith. I have been working short sales for 9 years and am blown away at their lack in communication or consequences behind not working files properly. They need a serious overhaul and should be required to train their staff.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98409
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I owned my home for approximately 19 years when it foreclosed in XXXX 2014. However, the decision is not yet final as the case has not yet completed the redemption period and I am filing this complaint to let the CFPB know that along the way I was scammed ( XXXX individual was actually on the news a few month ago and he was indicted for mortgage fraud in XXXX XXXX ... ... .he was XXXX of the persons who handled my loan! ), encountered gross negligence or not provided the services that I paid for at various entities. For your information, this home equity loan was originated by XXXX mortgage then sold to XXXX then acquired by XXXX XXXX XXXX and then eventually serviced by XXXX Servicing. Other entities that contributed to my misfortunes included a financial counseling agency and a law firm that took a lot of money from me ( with large up-front fees ) without assisting me in any meaningful way! Lastly, my dilemma culminated with being assigned to a Judge in the XXXX XXXX XXXX in XXXX County, Florida who had been arrested herself for XXXX and she had been recently reassigned from the XXXX Division to the XXXX Division. It appeared that she had no desire to hear the merits of my case and basically told me to " sit down woman '' and then proceeded to immediately deny the motion to set aside foreclosure sale and vacate final judgment. I never had a chance to show the valid reasons as to why the sale should not have gone through!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33314
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing sent letter dated XXXX/XXXX/15 advising that we have not provided all documentation for loss mitigation program. I have questions and I have called XXXX XXXX at Shellpoint every business day for six days. Her voice Mail says she will return the call within 24 hours. She has not returned my calls. Her message says press XXXX for further assistance when I press XXXX the message says No one is available to help you, call back. Shellpoint has given us a deadline to submit documents yet it has been six days of daily telephone calls and leaving messages with NO RETURN calls from XXXX XXXX or anyone else at Shellpoint Mortgage Servicing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2015-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My lender, New Penn Financial LLC / Shellpoint placed forced insurance coverage on my property improperly. I have maintained insurance coverage for my condo ( XXXX and exterior building policies ) for the duration of my ownership beginning in XXXX XXXX. The lender placed coverage on XXXX XXXX, XXXX for a period dating back to XX/XX/XXXX. I did not receive any formal notice of them placing coverage. Upon discovering the amount on my monthly statement of {$1100.00} as an escrow balance, I contacted them and provided sufficient information of coverage, which led to a partial refund. Over the past year I have tried several attempts to get them to refund the full amount for the coverage period they specified. I have been given various email addresses and fax numbers by various customer service representatives, and none of that has resulted in the full refund being issued. Again, I have sufficient coverage for the time period they reference and have submitted it to them several times to no avail. To summarize, they force placed coverage when I had existing coverage for a backdated period, did not request any proof of insurance from me prior to doing so, and did not provide any notice in writing that coverage would be placed. They have thus far refused to issue the rest of my refund. My latest attempt to resolve this issue was by phone on XXXX XXXX, XXXX in which a customer service representative assured me that she had spoken to an " insurance department member '' and they assured me that it would be refunded. When I asked for a specific name and title of the " insurance member '', for future reference which she refused to provide. The representative would only state that any member of the insurance department could help me in the future, and that it would in fact be refunded. I am strongly considering legal action at this point, and would very much like your assistance in resolving this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92651
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We applied for a loan modification through Shellpoint Mortgage Servicing on XXXX/XXXX/15. We received a letter dated XXXX/XXXX/15 advising that they received the complete modification packet and it could take 30 days for a response. The letter also said that " your property would not be sent to foreclosure or if it had been started, we will not initiate a foreclosure sale. '' We received a letter dated XXXX/XXXX/15 from an attorney 's office stating we were in pre-foreclosure status. I called Shellpoint on XXXX/XXXX/15 at which time I was advised that we were denied for the modification and our only options were a repayment plan, short sale or foreclosure. We wanted to try a repayment plan however, he said there would be legal fees added in. I did n't think they should be because his letter said that it would n't be sent for foreclosure until a decision was made. He said I could send in an appeal letter disputing the legal fees being added to a repayment plan so I sent an appeal letter on XXXX/XXXX/15. I called on XXXX/XXXX/15 & XXXX/XXXX/15 and was advised it was still pending a decision in the escalation dept. We received a letter dated XXXX/XXXX/15 on XXXX/XXXX/15 from the escalation dept advising that our request for a modification would remain denied. I called on XXXX/XXXX/15 and stated that we were appealing the legal fees ; the customer service rep said he recognized that and was sending it back to the escalation dept for review. I called on XXXX/XXXX/15 checking status and to try to make a payment ; I was advised that it was still pending and that we were not " allowed '' to make a payment. I also confirmed again that foreclosure proceedings were on hold. We received a letter on XXXX/XXXX/15 from the attorney 's office advising that there is now a sheriff 's sale date for our property. I called Shellpoint on XXXX/XXXX/15 and he said the decision was still pending. He also said that the " sheriff 's sale was n't until XXXX/XXXX/15 so we should have a response from the escalation dept by then. '' I asked why there was n't a hold on it and he could n't say. I called the attorney 's office right after and she said there was no hold on our file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55369
Submitted Via: Web
Date Sent: 2015-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have had several problems with shellpoint mortgage servicing as you probably hear from consumers on a daily basis since it is the WORST Mortgage company ever for customer service. I have been getting foreclosure letters from Shellpoint and are working with NCHFA ( XXXX housing finance agency ) to get assistance ( medical/decrease in work hardship ) however time is running out and I requested last week ( via shellpoint rep XXXX XXXX ) to know what is my balance and he said that he did not know as they were going to have to order a copy of the Attorneys fees and charges even though my loan has no official " projected foreclosure sale date '' as I was told by this customer service rep. and that it would take 24 hours to fax me a copy of the attorneys fees to my fax machine at my desk ( XXXX XXXX ). Today makes 4 days and the copy of the attorneys fees has not shown up so I called the " only '' number for Shellpoint ( I reached loss mitigation dept. ) and a representative said she was connecting me to the foreclosure dept in XXXX, and some Rude Rep answered the phone, did not say his name, did not identify he was working for shellpoint servicing and said he did understand what I was requesting and asked me to repeat myself, when I repeated myself he said " you know what hold on and hung up the phone on me '' Outrageous customer service!!! I called back to the only number shellpoint has and spoke to one of the reps who keeps trying to get me to speak to another Rep in loss mitigation ( XXXX XXXX ), and I told her I DO NOT want to speak to XXXX XXXX ( this company acts as though XXXX XXXX is the only person working for Shellpoint ) and if I waited for XXXX XXXX to return any of my calls I would be in full foreclosure from waiting. I asked to speak to someone in charge and/or to connect me to the foreclosure dept and the rep just keeps trying to get me to speak to XXXX XXXX, so I ended the call. So in getting the run around from this company, time is running out and it appears that I am being forced into foreclosure sale, which is what I believe this company keeps acting like they want me to do because they keep stalling, please assist me in getting the total cost needed to bring my account current. Thankyou
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27302
Submitted Via: Web
Date Sent: 2015-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX XXXX Former XXXX XXXX XXXX : Shellpoint Mortgage XXXX # XXXXPLEASE E-MAIL ALL COMMUNICATION TO : XXXXXXXXXXXX XXXX XXXX ) XXXX ; ( XXXX ) XXXX MAILING ADDRESS DUE TO TRAVELXX/XX/XXXX XXXX XX/XX/2015COMPLAINT REGARDING NEGLIGENT PROCCESSING OF LOAN MODIFICATION APPLICATION XXXX SUBMISSION ATTEMPTNotice of ERRORS on Calculating XXXX XX/XX/2015 I received for THE XXXX TIME the notice of LOAN MODIFICATION DECLINE dated XX/XX/2015. For the XXXX time after my request of XXXX XXXX I was provided the values I have REQUESTED on XXXX - to see what inputs Shellpoint used to calculate the XXXX I HAVE MADE OVER XXXX phone calls requesting this information in addition to the written request of XXXX/XXXX/15. Except for XXXX, and XXXX XXXX, employees of the bank were hostile, rude and basically told me I have NO options and NO right to receive any details of their decision. Just on XX/XX/2015 I made over XXXX calls to just get my request to be transferred to account manager XXXX XXXX fulfilled. Bank associates hang up, or tell me I should stop trying and just give up on my home, or that I am stupid and do n't understand I ca n't afford it? Needless to say these people are unprofessional, immoral, unintelligent and should not work in loss mitigation. Woman with name " XXXX '' who spoke to me as XXXX of XXXX people I asked to get to account manager.. WAS EXTRA RUDE, OBNOXCIOUS AND AFTER XXXX REQUESTS to talk to my account manager XXXX XXXX XXXX Superviser she dumped the call into someones ' mailbox that XXXX : MAIL BOX FULL. Moreover the bank keeps changing account managers ( point of contact XXXX XXXX XXXX is the person # XXXX? It appears to be a part of the strategy to confuse the borrower with ever changing requests, people who start over every time, and ask for new documents non stop.. Once they have the information they process it with errors and hide the data from me as in this situation. Finally XXXX faxed the denial and I dropped all my work to review and respond. I found MULTIPLE ERRORS that Shellpoint made in calculating the XXXX on my Loan Modification proposal. Thus due to Banks negligence, my loan modification was WRONGFULLY & ERRONEOUSLY DECLINED causing considerable heartache and financial distress and enormous costs to me as a borrower and a single mother. PLEASE CORRECT BANK ERRORS and resubmit for Loan Modification Approval. See support documents below. I also request an URGENT INVESTIGATION into the NEGLIGENT PROCESSING of Loan Modification application # XXXX in the past 3 years. As bank errors caused me significant losses. Please CONFIRM RECEIPT via e-mail and RESOLVE this awful failure. List of values that were negligently incorrectly inputed by the bank while ignoring the correct data I provided for the XXXX loan modification attempts : MONTHLY XXXX DUES correct value {$3.00} ( Bank put {$200.00} ) //HOME OWNERSHIP TAXES correct value {$150.00} ( {$1800.00} is annual tax amount XXXX bank put wrong value {$200.00} ///INSURANCE {$70.00} ( {$840.00} / XXXX MON XXXX bank put wrong value {$66.00} ///Bank ignored all requests to pay INSURANCE - insurance is lapsing!!!! Please pay the PROPERTY INSURANCE to reinstate ///HOUSE Actual value {$300000.00} less closing costs of 7 % {$270000.00} XXXX bank put wrong value {$380000.00} ) The value is an exterior XXXX which ignored completely the interior condition and modular construction of the home which I provided a detailed report on. XXXX wrongfully compared property to CUSTOM MADE HOMES IN GOOD CONDITION when this home is MODULAR CONSTRUCTION DETERIORATED CONDITION and needs {$150000.00} in repairsSEE : VALUATION DISPUTE document provided to bank on XX/XX/2015 and also XX/XX/2015 featuring information and pictures///Proposed Principal and Interest CALCULATED INCORRECTLY XXXX % of {$3000.00} income = {$880.00} less tax + insurance {$880.00} - {$150.00} - {$70.00} = {$650.00} {$3.00} HOA = $ XXXX///HOME TYPE NEEDS TO BE XXXX - PRIMARY RESIDENCE ( instead of XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2015-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Ongoing collections calls for an XXXX XXXX who is NOT at our address. We have called Shell Point Mortgage XXXX. Resurgent XXXX numerous times, told them that they have the wrong party and wrong telephone number. They ignore our complaints and continue to call us with their collection calls. We are ages XXXX, have NO debt, and do not want these calls to continue.
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 99208
Submitted Via: Web
Date Sent: 2015-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/XXXX we did a Loan Modification on our XXXX and XXXX Mortgage. XXXX XXXX XXXX was our XXXX Mortgage Company. They agreed to a modified monthly payment of {$100.00}. Sometime in XX/XX/XXXX the XXXX Mortgage was sold to a company XXXX XXXX and we continued our {$100.00} a month payment as agreed. In XX/XX/XXXX or XX/XX/XXXX XXXX change there name to Shellpoint Financial. In XXXX XXXX we were reviewing my Credit Report and found we have late payments reported by Shellpoint. ( It should be noted that during all this time we continue to make our agreed payment of {$100.00} a month ). We contacted Shellpoint and after several calls without getting anywhere and wanting to remove the late payments from my credit report we sent them an extra payment of {$300.00} in XXXX XXXX and extra payment of {$200.00} in XXXX XXXX. This extra payment were made because Shellpoint refused to help us in anyway or explain to us why we had late payments on my credit report. On XXXX XXXX, XXXX I checked my credit report again and found out that there are still several late payments. I contacted XXXX and spoke to XXXX XXXX and she refused to work with me or explain why this happen. I have tried hard to clean up my credit report and I do not feel that is right that they are showing a late payments when we have made our agreed monthly payment since the beginning of the modification. The Following breakdown of payment for the last 12 months of my bank records as follows:XX/XX/XXXX - $ XXXX - $ XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XX/XX/XXXXXX/XX/XXXX - {$100.00} Payment for XX/XX/XXXXXX/XX/XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XX/XX/XXXXBecause of there errors it 'll affect my ability to buy a new home or obtain any credit. Any help you can gave me regarding this matter is greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96130
Submitted Via: Web
Date Sent: 2015-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I requested a Qualified Written Request from Shellpoint Mortgage. I alleged that they change the terms of my fixed rate mortgage ( with no prepayment penalty ) each month I pay more than the minimum payment amount. I allege they are penalizing me when I attempt to pre-pay my mortgage. Normally, every mortgage company I have dealt with ( until Shellpoint XXXX will apply the additional amount to the principal and push the due date for the next payment into the future, effectively shortening my loan. Shellpoint does n't do this. They apply the additional amount to the principal, then the RECALULATE the remaining principal and interest to maintain the original maturity date and require the next month 's payment in full. Their business practice end up making the loan appear younger and they end up collecting more interest than standard industry practices, but me as the consumer have no built in cushion to get ahead in my payments. Shellpoint 's response dated XXXX XXXX, 2015 states they feel my QFR does n't apply to them, that my complaint is n't about their servicing of the loan. They sent the original loan documents from the XXXX mortgage company XXXX as it happens that company did not recalculate my note each month I overpaid ) and restated what I said, with the exception of how they recalculate the loan every time more principal is paid than what is due. I would like to ensure they are NEVER allowed to purchase XXXX my loans in the future, as well as insist they can not recalculate the interest and principal ( amortization schedule ) to maintain the monthly payment amount and say they are n't changing the terms of my fixed rate mortgage when I pay down my principal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2015-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No