Date Received: 2015-05-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My name is XXXX XXXX my husband and I was a customer of XXXX Mortgage and then XXXX XXXX XXXX purchased the account. Since 2014 around about XXXX we asked for a home mortification and learned XXXX XXXX XXXX was told by The State Attorney Office in a Lawsuit to help people keep there homes in XXXX 2014. XXXX XXXX XXXX sold our account to Shellpoint Mortgage again we were told to submit paper to work to help us save our home. No one at XXXX Mortgage has worked with us, all income and bank statements proved we have gotten back on our feet to save our home. We have left messages and again no one will help us. My husband received a XXXX and we got behind while he was recoving XXXX. We need the help the was promised to us!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2015-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Water came into my kitchen from a broken pipe at XXXX XXXX XXXX XXXX. XXXX, GA XXXX. I share a wall with this townhouse. The address is a foreclosure and XXXX XXXX XXXX is the mortgage holder now. I have been fighting this issue since XXXX 2015. My only contact at XXXX XXXX is XXXX. She has at times been friendly, sometimes hostile but never comes through with a solution. I feel as though I am being ignored. I do n't know if I have mold growing under my linoleum or in the wall. The water continued to come in for a month because there was no way to enter the house and everyone I contacted blamed it on someone else. I hired a plumber who told me it was coming from # XXXX. He could reach into a broken section of their garage and could feel the standing water. Finally the original mortgage company, XXXX XXXX, sent out XXXX men who entered the house and fixed the pipe. On XXXX/XXXX/15 an inspector was at # XXXX. He would not tell me who sent him, but only said they wanted to know what the lady next door ( me ) was complaining about. He said there was a leak in every room and possibly black mold in the sunroom. The roof at # XXXX has been soft for years. The hole in the roof over the sunroom has been there for more than 6 years.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2015-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was sold to Shellpoint Mortgage Servicing, XXXX, SC, My payment is due on the XXXX of the month, but not late until the XXXX of the month. By the XXXX of the month, I am getting phone calls on my job, home & cell phone from XXXX to XXXX everyday, from XXXX to XXXX times a day. I 'm not even 30 days behind, and if i 'm late, I simple pay the late fee when i 'm late with no problem, but I still get the calls all day long and I ca n't block their number. I could see if I was XXXX to 180 days behind to get the calls, but I 'm just late, and I still get these calls every month for the past year. I have contacted them several times, to stop robot calling me everyday. This is harassment!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30120
Submitted Via: Web
Date Sent: 2015-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-22
Issue: Settlement process and costs
Subissue:
Consumer Complaint: After several years of stalling, Shellpoint Mortgage Servicing finally agreed to execute a deed in lieu of foreclosure. The deed in lieu was recorded on XX/XX/XXXX and the mortgage satisfaction was recorded on XX/XX/XXXX by the XXXX County ( NY ) clerk. After several calls and letters to Shellpoint, they are still unwilling to provide documentation that confirms the closure of my account, to correct the information on my credit report or to provide a XXXXfor tax purposes. This includes several calls I made requesting a status, and most recently emails on XX/XX/XXXX & XX/XX/XXXX and a letter that was sent ( and tracked ) to several recipients on XX/XX/XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: UT
Zip: 84025
Submitted Via: Web
Date Sent: 2015-04-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have a negative item on my credit report from ShellPoint Mortgage Serv which was opened in XX/XX/XXXX. The original debt was with XXXX XXXX XXXX which has since been absorbed by ShellPoint Mortgage. It was the joint responsiblity of myself and my exhusband, XXXX XXXX. In XX/XX/XXXX I filed Chapter XXXX. All of my debts were discharged in XXXX XXXX. I have contacted the company, including an officer of ShellPoint to try to get this resolved on all three credit reports. The company will not correct their records. I am taking significant hits since this is a negative itme on my credit reports, the ONLY negative item. Can you help me? XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2015-04-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have struggled throughout the entire life of my mortgage. I borrowed from XXXX, and other investments to help with moving costs, and other home owner expenses through out the years for this mortgage that I qualified for somehow. I bought the house in XX/XX/XXXX/XX/XX/XXXX timeframe. I got XXXX XXXX in XX/XX/XXXX, thankfully no signs of it returning and grateful for that. Had to work a lot of overtime after company reorgs and downsizing after the financial meltdown economic disaster. I had to use XXXX in XXXX and XXXX for XXXX XXXX issues. Got fired in XXXX XXXX and just started fulltime employment 3 months ago which is good and I am very thankful for. But it took a while to find a job so I had to apply for state aid after unemployment ran out, I move out of the house. My kids moved to their dads. My mortgage originated with XXXX ( FHA XXXX ), then, XXXX XXXX XXXX, and after that XXXX, XXXX, possible others ( XXXX XXXX ), have had it. For over a year now, I have been in constant struggle to avoid foreclosure with the XXXX Co. I 've had offers on the house because it has been listed almost a year now, but have hard time reaching them, or I need to refill forms out, etc. Another financial hardship I 'm working on is my taxes. I 'm in the process of paying tax attorney company to represent me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66614
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I recently closed on a VA Re-finance through XXXX, the representative I dealt with XXXX XXXX and his supervisor XXXX XXXX both told me ( in e-mails and recorded conversations ) that if I refinanced through XXXX XXXX Mortgage that I would be allowed to skip my XXXX ( {$2300.00} ) and XXXX ( {$2300.00} ) payments to Shellpoint Mortgage my old lender ( Mortgage Company through New Penn Financial ). I asked if I could skip XXXX and XXXX payments as I had already paid Shellpoint the full amount for my XXXX payment ( {$2300.00} ) however XXXX said no it need to be XXXX and XXXX Payments that I could skip based on loan ( Re-Finance ) closing. Again I was ensured that I would get my XXXX full payment back by XXXX. Shellpoint had included part of my XXXX payment in final settlement and only reimbursed me for partial return of my XXXX payment made on XXXX XXXX XX/XX/2015 of only {$1200.00} was returned from XXXX payment and {$1300.00} left over from my Escrow account. I was shorted {$1000.00}. I have contacted both XXXX and Shellpoint requesting the balance of {$1000.00} ( might not be considered a lot of money but when you are a XXXX it is a lot of money ). All I seem to get is the run-a-round. And XXXX of the companies has committed fraud and definite deceptive trade practices. I want to file a formal complaint. XXXX XXXX XXXX XXXX XXXX ( XXXX ) and XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX # XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-03-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am writing this letter regarding my mortgage loan I have had since XXXX, XXXX for my house. My involvement with the Loss Mitigation Department of Shellpoint Mortgage Services began in early XXXX XXXX. I had an unexpected downturn in my business in XXXX XXXX, which resulted in a significant loss of income and my inability to make my mortgage payment. I immediately contacted XXXX XXXX XXXX Mortgage customer service department to learn about the options available. I received a detailed package in the mail to initiate the loan mitigation process. Meanwhile my mortgage was transferred to ShellPoint Mortgage Services. I have submitted all required documents to ShellPoint Mortgage Services numerous times from XXXX, XXXX to XXXX, XXXX. When I call to check the status of my packet, I am forced to leave a voicemail. On occasion I have had the opportunity to speak to an agent, who indicates the packet had not been sent to the loan processor yet and to call back, or the packet is with the loan processor and they will call me. After repeated attempts and requests the progress remains null. At this point in the process it is clear that Shellpoint Mortgage Services Loss Mitigation Department is engaged in a pattern and practice, which is certainly unsupportive. I have complied with all the requests from Shellpoint Mortgage Services, however, it appears the overriding goal of the Loss Mitigation Department is to force my loan into foreclosure and take my property from me. I have been making payments, but remain behind and I have difficulty maintaing the payments at this point and need assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2015-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Shellpoint Mortgage did not pay hazard insurance out of my escrow. Every year we have the same problem and I have always had an escrow account. Last year I had to change insurance because they did not pay with agent and insurance company and myself sending them the info needed, which they already had with the escrow account. Same thing this year and they send letter stating going to put forced coverage on property. Been trying to get resolved for over 1 month with agency and insurance sending dec pages and all info needed - should have been finalized sooner. From last Monday, XXXX XXXX thru Friday I have spoken with XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX - the last XXXX being Mgr and Director, who told me they themselves would not have handled so well that there was no excuse and they would have handled more harsh than I have. They have all the phone calls I made and also my agent. The agent and the Insurance company have Sent XXXX dec pages and info needed this last week and all they had to do was get insurance Out before Friday, which they did not do. Info was sent, I called and explained insurance was cancelling if not received by Friday but they still did not get out until Friday afternoon, which was too late. Shellpoint has said today XXXX/XXXX/15 they have called and told insurance company was on the way there and got the tracking number. ..of course all after the fact so I still have to confirm that I have insurance. None of them could tell me why with all info being sent numerous times and all my phone calls it did not happen. All they can say is that it should not have happened and that it is unacceptable. Yet this happens every year and they have my escrow money, which is almost {$2000.00} Shelipoint has caused me to have to pay higher premiums. I have never dealt with such an incompetent customer service department and my agent has stated same. Insurance company could not Get response from them either.
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2015-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No