Date Received: 2015-06-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SHELLPOINT MORTGAGE - RIDICULOUS ESCROW AMOUNTWe recently purchased a new home and used a loan officer. He basically went to several banks to see where we could get the best interest rate, etc. Ultimately the mortgage is with ShellPoint Mortgage. Since day one they are charging us a ridiculous amount for an escrow payment. We, my husband, myself and our loan officer called them XXXX/XXXX/2015 and requested an escrow analysis be done. It is now XXXX XXXX, 2015 and every time I call they tell me they will get it to their supervisor to process today. Never happens! I have called almost every week and get told the same thing. Please help.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55330
Submitted Via: Web
Date Sent: 2015-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband and I have lived in our house for 3 years and we asked Shellpoint Mortgage ( the current lien holder of our house to perform an appraisal, as we wanted to know how much equity we had in the house at current market value so that we can pay the difference to get it up to 20 % so that we no longer have to pay the PMI. The appraisal was done and we were charged XXXX The value of the appraisal was much lower than the amount on which the county was calculating our property taxes, so I asked for them to send me a copy of the appraisal so I could see where the discrepancy was. It took them nearly a month for us to receive this appraisal ( and I had to call several times to request it ). The appraisal finally came and my husband noticed that the square footage on the appraisal was XXXX, which was XXXX square feet lower than the XXXX that is on record with the county, which resulted in a valuation of our home that was {$10000.00} lower than it should have been ( assuming the same value/sq foot that the appraiser was using on the appraisal ). On XXXX XXXX, I called Shellpoint to request that the appraisal be corrected. Since then ( nearly 4 weeks ago ), I have been calling every few days to check on the status of the correction of the appraisal, and it seems things are not moving forward. They have had plenty of time to correct this straightforward error. Please help. Every month that passes that the appraisal is not corrected is costing us {$170.00} in PMI.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2015-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-10
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was discharged in bankruptcy
Consumer Complaint: In XXXX my spouse and I had to file chapter XXXX bankruptcy due to the economy dropping and me losing my job. This loan that is being reported was attached as a XXXX mortgage in was included in our bankruptcy, we have all documents supporting this. The loan was originally thru XXXX which then later was turned over to Resurgent XXXX in XXXX we still owed them XXXX the bankruptcy courts did file a motion and had this loan stripped/voided officially in XXXX leaving us responsible for the amount chapter XXXX bankruptcy agreed on of XXXX was paid on the principal amount due. It was paid off by the end of our bankruptcy in XXXX XXXX. So in the middle of all this somehow the loan was transferred or sold to New Penn Financial services which kindly removed all false info reported to the credit bureaus and we have been fine with them, but when they sold the loan to Shell Point Mortgage Services. Things went very badly Shell Point who is now unfairly reporting to the credit bureaus saying we are 120 days late, since XXXX XXXX, and our last payment to them was for XXXX in XXXX of XXXX. This is nowhere near correct, we do not know who Shell Point Mortgage Services are, we never sent them any money for anything, we have never dealt with them and the loan was not settled with them! That XXXX mortgage loan was included in our chapter XXXX bankruptcy in XXXX, by XXXX was considered stripped/voided in the bankruptcy and the only way we know it is in fact the same loan is because we matched the acct last XXXX numbers they show on the account to the Resurgent XXXX acct that our loan at the time was being paid back too. This was an original XXXX mortgage loan from back in XXXX XXXX. Shell Point Mortgage Services keeps sending false update payment info to the credit bureaus and they are reporting false information about this acct. We need help. Our hands are tied We have XXXX XXXX Firm helping us get all our credit reports corrected, but Shell Point stays XXXX step ahead of them and keeps changing it, they started doing this to me and my spouse last yr in XXXX and keep falsely sending incorrect information about this dead acct in order to keep hurting our credit. We need them to stop!!! We ca n't do anymore we have proven all our info, and what happened in the bankruptcy to Shell Point, to XXXX XXXX, and to all XXXX credit bureaus we do n't know what else we can do. Please help!!! We ca n't afford to hire an attorney to sue this company for harassing us by unfairly reporting false information and updating it whenever they want with the credit bureaus making it look like a current 120 day late acct, when it is not!!! We have recently discovered XXXX XXXX XXXX, Resurgent XXXX XXXX XXXX, New Penn Financial and Shell Point are all related companies, which in turn makes it to where the loan is still being pursued by the same company included in our chapter XXXX bankruptcy.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OH
Zip: 45013
Submitted Via: Web
Date Sent: 2015-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-09
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: In XXXX of XXXX, my wife XXXX and I, entered into a land contract with Indiana licensed realtor XXXX XXXX, to purchase a home at XXXX XXXX, XXXX XXXX, Indiana for {$180000.00}. We agreed upon and paid to him a down payment of {$12000.00}. Beginning in XXXX XXXX, we made timely monthly payments of {$1400.00}. In XXXX of XXXX, after we had made {$14000.00} in payments on the home we discovered, after being served foreclosure paperwork, that he failed to pay his mortgage causing XXXX, his mortgage holder to foreclose. ( see attached ). In XXXX, we reached an agreement with XXXX XXXX and XXXX to assume the morgage but the bank never provided the assumption documentation until XXXX XXXX, XXXX. Since that time the Indiana Attorney General 's Office in response to our request did open an investigation. Please find attached, the " Final Order Accepting Proposed Findings of Fact, Conclusions of Law, and Order " Order '' ), '' filed XXXX XXXX, XXXX by the Indiana XXXX XXXX XXXX. Therein, it proves XXXX XXXX stole {$26000.00} from us in the form of monthly payments and down payments which were to be used by him to pay his mortgage, which he did not do. We have also spent more than {$20000.00} on the home for improvements ( new washer and dryer, new furnace, landscaping, etc., ) which the Order notes. On XXXX XXXX, XXXX, Shellpoint Mortgage Servicing ( " Shellpoint '' ) finally provided us with the paperwork to apply for the assumption of the mortgage of XXXX XXXX on the above referenced property. Since that time, we have on several ocassions provided documentation to Shellpoint assuming we had fulfilled its requirement, only to then be told either that Shellpoint had not received the requested documents or the documents received were deficient. We were only told of a deficiency after we contacted Shellpoint. We filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding this matter Case Number XXXX. On XXXX XXXX, XXXX, after receiving and reviewing Shellpoint 's response to the CFPB complaint our Attorney XXXX XXXX responded with a letter to XXXX XXXX XXXX, Shellpoint Mortgage Servicing providing what he was told we would need, an authorization from XXXX XXXX, which he immediately provided. Last week, after receiving your " Praecipe for Sheriff Sale, '' we understandibly were shocked, an again contacted Shellpoint and was told by XXXX XXXX, Shellpoint Mortgage Servicing, that the we had not responded to Shellpoint 's XXXX XXXX, XXXX, response to their complaint to CFPB ( which had never been mailed, emailed or faxed directly to us but was attached to an email response to the CFPB ) when in fact our Attorney XXXX XXXX memorialized his contact with XXXX XXXX XXXX, Shellpoint Mortgage Servicing, providing her with what she stated she need after reviewing that response. ( See attached ) We are again working with Shellpoint, this time with a XXXX XXXX XXXX, to provide them with documents. You should note that after we spent a week XXXX XXXX, XXXX ( 1 ) being hung up on by " XXXX '' a Shellpoint employebye who apparently did not want to look thru his records for their authorization, ( 2 ) leaving numerous voice mail messages with Shellpoint employees only to be told their call would be returned in 24 hours ( but never were ), they finally reached a gentlemen at Shellpoint that was kind enough to tell them exactly what documentation they need. We are now again in the process of again gathering the documents and getting them to Shellpoint this week. We have asked Shellpoint 's law firn to cancel the praeciped for a sheriff 's sale as it would seem appropriate to allow the assumption process to be complete. I an XXXX veteran, this should never happen to veterans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46628
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage is serviced by Shellpoint Mortgage Servicing. We, like so many people defaulted on our FHA mortgage during the recession. We filed Bankruptcy Chapter XXXX in XXXX of XXXX and started our plan as directed. Two months into the plan I became ill and had to leave my job. With me not working and not being able to keep up with BK plan our attorney and trustee agreed to convert to a Chapter XXXX and discharged on XXXX XXXX XXXX. At all times during the Bankruptcy our mortgage was with XXXX XXXX XXXX. We started talks with XXXX XXXX XXXX and started a loan modification in XXXX of XXXX. In mid XXXX of XXXX I received a phone call from XXXX XXXX XXXX office of the President and they would not do a modification and my loan was defaulted and sent to the FHA. They even told me that a company named Resurgent Mortgage Servicing would be taking over. For XXXX months we tried contacting Resurgent for three months we were told they had no information on us and to call back. On XXXX XXXX XXXX Resurgent filed foreclosure on us, I quess they knew who we were after all. Around the beginning of XXXX XXXX we received a letter from Resurgent saying they are changing their name to Shellpoint Mortgaging Servicing. We are almost retired and decided we wanted to fight to keep our home, it was simply too important to our future. Resurgent would n't even talk to us. Phone call after phone call they kept saying we have no information on you or your property. We were desperate, we wanted help and finally we saw a TV commercial done by the Arizona State Attorney advertising a program called SAVE OUR HOME ARIZONA. We made contact and found we qualified. We made our first payment on XXXX XXXX XXXX. We had our final Interview on XXXX XXXX XXXX. On XXXX XXXX XXXX we received our confirmation from the State of Arizona Department of housing that we had successfully graduated and our loan would be reinstated sending a check for XXXX which would cover full reinstatement all fees, back payments, and interest paid in full. Also a second check in the amount of XXXX for the reduction of principle also a third check to the Office of Housing FHA-Comptroller Director of Mortgage Insurance in the amount XXXX to clear FHA lien. Since the Reinstatement we have made every payment on time every month. Shellpoint received the Funds from the State of Arizona on XXXX XXXX XXXX it 's been a rollercoaster ride every since. It took till XXXX XXXX XXXX for Shellpoint to finally apply the funds to the account properly. The word reinstatement must be used by different people different ways. I pay every month, on time, they report to the credit bureaus as Discharged in Chapter XXXX. When I inquired, I was told to put my request in writing, and I did. They wrote back that they report to the credit bureaus as paid as agreed ( I HAVE THE LETTER ). Next when I called again they said it is the LAW, we have to report it as discharged in Chapter XXXX. There is no LAW of credit reporting, it is an agreement between the creditor and the bureau. For the last two months they have been hitting with a charge of {$90.00} for an appraisal fee from a year ago. I have also paid this, and they always apply the extra payment to principle. So I have to call to get it applied right so far this {$90.00} is still applied to principle. How are we to get rid of this high interest loan if they wo n't report the loan right? No one will touch us. We had a financial plan to refinance to a five year ARM, and in XXXX of XXXX to do a reverse mortgage, leaving us house payment free and ready to retire. We have ALL documentation available at your request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I was denied a HAMP modification based on an income of {$2600.00}. I do not see where or how Shellpoint came up with this income when I provided Shellpoint the documentation reflecting my monthly income to be {$4800.00}. I receive {$1500.00} in XXXX for which I 've provided an award letter and a check stub from them. I also provided my pension award letter which I get as a monthly amount of {$1900.00}. My son is a contributor since my husband, his father passed, and he contributes {$1300.00} monthly to my household income. I have also provided Shellpoint his paystubs and contribution letter. Shellpoint has all the information necessary to reflect my income being {$4800.00} yet they came back with a much lower gross income. I can not afford to lose my home because of negligence. Please help me stay in my home. I have never ever been late on a payment up until now. I need my loan to be modified! I need Shellpoint to help me!!! I have every intention necessary to pay off my loan and pay it on time with a new principal and interest mortgage payment. I have the history to reflect that I have done so all these years so far.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91770
Submitted Via: Web
Date Sent: 2015-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: For the second year in a row my mortage company Shellpoint mortgage has not paid my school taxes which are escrowed and the school is threatening that this is going to their attorney now. These were due XXXX of last year 2014.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I originally applied for loan modification, but was denied, then I agreed to a repayment plan and the rep ( XXXX XXXX ) who is RM on file and he said he would get the repayment plan approved by his manager and get back to me. 20 days later still have not heard from him, I called several times left message and other reps in the department said he would have to help me, then took his manager number who is XXXX XXXX, left her message and still havent heard back. They are very unprofessional, my loan is in foreclosure accruing more fees everyday but yet no one cares to return my call and help me get out of deafult.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 914XX
Submitted Via: Web
Date Sent: 2015-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-21
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: THIS IS A XXXX ADDENDUM TO MY DISPUTE # XXXX : XXXX ADDENDUMI know you all know what I 've presented to be true about the certificates XXXX being sold multiple and numerous times, and that XXXX XXXX XXXX, XXXX 's so-called Vice President is a fraud and will be prosecuted, who is really a vendor of XXXX. These certificates have been floating around since XX/XX/XXXX and XXXX did not modify our loan until XX/XX/XXXX ; five years later. Common sense should tell Shellpoint and XXXX that it is very possible some other entity had purchased the certificates before XXXX ; and they did and I have proof. But again, Shellpoint is only doing this to make a fast buck and well as XXXX and others Furthermore, XXXX had breach our initial modification by not reporting it in accordance with law, because it was done under the table and therefore, we would like our initial HAMP Tier 1 modification re-done because this is not our fault.. Thank youXXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2015-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am still being ignored by Shellpoint! Shellpoint just contacted me and now that they are removing the forced placed insurance I never needed in the XXXX place they are saying they instead need a "cushion" in my escrow which allows them to steal an additional XXXX a month added to my mortgage payment. This is theft and I expect someone to contact them to resolve this, it's frustrating and I'm spending alot of my time trying to resolve this and now its a different scheme to take money from me. Can you understand how annoying and frustrating this is. I started with a new modified loan in 2013 with a payment of XXXX which always included my escrow payment, and I never missed one payment NOW THEY ARE SAYING MY ESCROW IS SHORT! How can it be short I never missed a payment! STOP THIS THEFT NOW!!!! please step in CFPB and stop this abuse i'm sure i'm not the only one affected. Shellpoing makes it difficult to deal with they always ignore my emails I'm losing hope getting a resolution with Shellpoint because they continue to ignore my concern There is no way my escrow is that short XXXX short! No! I expect my payment to go back to it's original amount. Why is my payment going up? In fact I think my payment should be going down because I think think my property taxes have increased. Shellpoint owes me a refund check for the over XXXX they have stolen in fake insurance payments that I never needed since my property was insured already which I proved to them. So I expect a refund and my payment to go back to its original amount of XXXX a month. It was a struggle to get my loan mod and I have in good faith made every single payment on time and now this! It's frustrating please CFPB step in and protect us from these servicer abuses, I feel violated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94122
Submitted Via: Web
Date Sent: 2015-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes