Date Received: 2018-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage servicing company is refusing to drop PMI even though my LTV is 77.71 %. They send me a letter demanding I get an appraisal for {$400.00} before they would drop the PMI payment in addition to several other conditions. I could be wrong, but when I look at the law, when you are below 78 % the PMI supposed to be dropped automatically. If that is true, I would greatly appreciate not being charged for something I do not need. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12302
Submitted Via: Web
Date Sent: 2018-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/XXXX I have been providing all the proof that is requested to prove that my flood insurance is being paid by my primary mortgagee and that Shellpoint Mortgage is not responsible for making these payments. I don't know what happened in XX/XX/XXXX to make Shellpoint think all of a sudden they're going to pay my flood insurance also. Even though it's being paid by the primary mortgage holder. I am literally at my wits end and have gotten absolutely no where other than being promised it will be taken care of and still as of XX/XX/XXXX it still has not been taken care of and now Shellpoint has notified all the credit agencies claiming I'm delinquent in my payments. Here 's an email I sent : XXXX, Thank you so much for your response and helpful information! I really appreciate it Heres my calls to your customer service lines and my numerous conversations to them trying to get this solved once and for all. Today is XX/XX/XXXX and I have been fighting with your company about this since XX/XX/XXXX. Do you realize thats 179 days, or 5 months and 27 days I have been speaking with your Customer Service department and Im still in the exact same position, except for now Shellpoint has now reported me to the credit bureaus for late payments? And once again Im referred to Customer Service to get my problem resolved. Yes, thank you because that hasnt ever been suggested or considered. Please also refer to attachments. XX/XX/XXXX at XXXX XXXX, call lasted 34 minutes and 59 seconds. I received a call from Shellpoint Customer Service in regards to an overdue payment. This is the date this entire fiasco started. I advised the representative there was no way I could be late on my payment, in fact I am paying more than the monthly minimum as I have my bank make automatic payments to this account every two ( 2 ) weeks in the amount of {$150.00} and my payment is {$260.00}. thats when the customer service rep told me about the flood insurance being paid. I quickly advised him about XXXX XXXX being the primary mortgagee of this property and they have been paying the flood insurance since Ive had the house. He told me he made a note in the system and it would be taken care of. XX/XX/XXXX XXXX XXXX., call lasted 1 hour 6 minutes and 47 seconds. Again explained about XXXX is responsible for paying my flood insurance and still no answer on why Shellpoint all of a sudden thinks theyre supposed to pay for my flood insurance, but I keep being told it will be fixed. XX/XX/XXXX XXXX XXXX call lasted 10 minutes 44 seconds. I explained above, notes put into Shellpoints system. XX/XX/XXXX XXXX XXXX. call lasted 6 minutes 27 seconds. Explained above, notes put into Shellpoints system XX/XX/XXXX XXXX XXXX call lasted 1 minute 19 seconds. XX/XX/XXXX XXXX XXXX call lasted 5 minutes 23 seconds. I explained above, notes out in Shellpoints system. They may need to call me back, no problem as long as it gets fixed! XX/XX/XXXX XXXX XXXX. call lasted 1 hour, 2 minutes and 2 seconds. Initially told it was homeowners insurance that the escrow was paying after discussing determined no its flood insurance. Again I explained, told I needed to call XXXX XXXX and ask them who makes the payments for the insurance. I called XXXX XXXX ( XXXX ) and s/w XXXX who advised me it is being paid by XXXX and they are the primary mortgagee and responsible for my insurance payments. XX/XX/XXXX XXXX XXXX call lasted 37 minutes 19 seconds. Advised of updates after speaking with insurance company, will take 5-7 days to rectify. XX/XX/XXXX XXXX XXXX call lasted 7 minutes 58 seconds. Advised of above. XX/XX/XXXX XXXX XXXX call lasted 10 minutes 46 seconds. Advised of above. XX/XX/XXXX XXXX XXXX call lasted 29 minutes 10 seconds. XX/XX/XXXX XXXX XXXX. call lasted 44 minutes 45 seconds. XX/XX/XXXX XXXX XXXX. call lasted 19 minutes 2 seconds. XX/XX/XXXX XXXX XXXX call lasted 22 minutes 34 seconds. XX/XX/XXXX XXXX XXXX call lasted 42 minutes 16 seconds. I actually called Customer Service at XXXX on XX/XX/XXXX at XXXX XXXX, the call lasted 13 minutes and 45 seconds. I spoke with XXXX XXXX who advised shed put in a quick request for an escrow analysis and once this was fixed I would be reimbursed the payments made towards flood insurance. I asked for those funds to be applied to my principal, she advised due to legalities they were unable to do that but once I received the check then I could submit towards my principal. On XX/XX/XXXX I received a call from XXXX in regards to my overdue payments, I advised her of my call with XXXX and this entire ongoing saga that started back in XX/XX/XXXX when Shellpoint decided they wanted to also pay for my flood insurance, even though my primary mortgagee holder ( XXXX XXXX ) is and has always paid my flood insurance. She reviewed my file and notes and advised I shouldnt receive any more calls. OnXX/XX/XXXX at XXXX XXXX Shellpoint Customer Service attempted to call me, no message left. OnXX/XX/XXXX at XXXX XXXX which lasted 9 minutes, 3 seconds. I got a call from XXXX XXXX who was calling because of my overdue payment, I again advised him of all the above, again he read the notes and told me I shouldnt receive any more calls. XX/XX/XXXXat XXXX XXXX. call lasted 30 seconds because I was unable to answer the call because I was working and in a meeting and no voice mail was left. On Sunday night XX/XX/XXXX at XXXX XXXX I received a call from Shellpoint Customer Service I told the caller it was NOT a good time! In follow up to Shellpoints call to me on a Sunday night, Monday morning XX/XX/XXXX I sent the email below and here it is XX/XX/XXXX and the problem is still NOT fixed!!! I would like to update you on my call to Shellpoint Customer Service XXXX, I called today at XXXX XXXX and just got off the phone with XXXX XXXX . XXXX advised me that XXXX XXXX opened a task yesterday ( XX/XX/XXXX ) to remove the flood insurance from my escrow account and that Shellpoint is not financially responsible for making the flood insurance payments. XXXX also advised me that it would take 5 to 7 business days for Shellpoint to complete this task. The real question is, will it work this time? It hasnt since XX/XX/XXXX so I dont think so. Heres something I think is really funnyits a screen shot that says We put the customer first, and thats a huge factor in our success. XXXX XXXX, Co-CEO OBVIOUSLY I AM NOT ONE OF THOSE CUSTOMERS!!! Please feel free to share this email with the entire organization, it really shows how the customer is put first. Thank you, XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Guide Protect Inspire Envision Engage Humanas Quality Improvement Program From : XXXX XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX ; 'XXXX ' Subject : RE : Shellpoint XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Importance : High Good Morning XXXX XXXX, Attach is the email that I sent to you on Friday XX/XX/XXXX. In the email, I explained to you on how to go about getting the flood removed from your escrow. I also advised that the flood is indeed escrow. Please contact our customer service XXXX in regards to the removal of your flood from escrow. Thank you, XXXX XXXX Insurance Department P : XXXX | F : XXXX| XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32119
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying for over a year to have my escrow over payment of {$11.00}, XXXX be returned to me. I have called the mortgage servicer ( Shellpoint ) every month and have gotten no where. Each time I call, it is as if they never heard of my problem before. I have documentation of each call. Each call takes at least XXXX minutes and ends with someone ( who call themselves a manager ) will look into it and call me back. No one ever does. I am at the end of my rope and feel that I am at the mercy of the bank who could care less. I am not rich and really need that money to take care of my children. The details-my loan was at the time of the incident through Shellpoint ( this was the third servicer since I got my mortgage ). They paid XXXX county for my property taxes in XX/XX/XXXX through a third party XXXX. The payment got bounced back to XXXX because there was no money due. ( My accountant had already paid the bill through my personal check ). Shortly thereafter, my mortgage was again being transferred to XXXX. Now is where I get different stories from each person. Shellpoint says the money got transferred in XX/XX/XXXX to the new servicer XXXX to account number xxxxxxx ( this is an old account when this loan was previously with XXXX before it got transferred to Shellpoint. That account is closed. My new current account with XXXX is xxxxxxx. I called XXXX ( also every month without help ). They can not find that account anymore and do not have any record of ever receiving any payments to any account of mine. XXXX says they can not help me. I need to know more details about where the money went. So I keep calling shellpoint asking for details about the payment. They say they have to email the request to the payment research department. No one can call them. So every month I ask them to submit a request to research the money. No follow up is ever completed. So now I am stuck. I do not know who to contact to help me.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2018-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm in receipt of a Shellpoint trial mortgage modification agreement dated XX/XX/XXXX. I received this document by mail XX/XX/XXXX. The agreement doesn't provide the terms of the agreement, such as the mortgage payment excluding the escrows for property taxes, insurance, interest rate and number of years the mortgage is being modified. I called Shellpoint several times I spoke with XXXX XXXX, and XXXX XXXX, customer service they advised I wouldn't know the terms of the loan modification until I complete the three trial payments and they refused to transfer me to the loss mitigation dept. or transfer me to a Supervisor. There is also a pending property foreclosure sale for my property set for XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage on my personal residence is being serviced by Shellpoint Mortgage Servicing. They have incorrectly stated that I have an escrow account for my mortgage. Further, they have incorrectly reported to credit agencies that my XX/XX/XXXX payment was 30 days passed due. All of this has prevented me from getting my mortgage refinanced. I have called them on numerous occasions with regard to the escrow account. They have repeatedly told me that I do not have an escrow account and they have corrected the problem only to find that the next months statements continues to indicate that I have an escrow account. In addition, on Wednesday, XX/XX/XXXX and Thursday, XX/XX/XXXX, per their customer service, the only way to deal with this was to send an email to their loan servicing department with full documentation of their errors requesting that they immediately correct my account and remove the 30 day notice from my credit report. To date, they have done nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband left the home in XX/XX/XXXX. I could not pay the mortgage by myself. I attempted to remodify with XXXX who was our mortgage service at the time. I was given a monthly payment which was higher than the original payment when my husband was living in the house. I sought help from the bar association with no luck. I was finally able to put the house in my name only after the divorce became final in XX/XX/XXXX. Shellpoint became the loan servicer.i cleared out my basement and found a tenant to assist financially.around XX/XX/XXXX I was notified by shellpoint that I was denied a remodification bc I owed too much money. I then put my home on the market and received an offer. I was ready to sign the papers but turned it down bc both my daughters were in school and they begged me to pls try again to remodify. I tried again as a XXXX person bc I left work after XXXX XXXX and have less income. I first worked with XXXX XXXX who requested the same documents over and over again.he finally told me that I needed one more document and after I sent it in my account was transferred to XXXX XXXX.he request the same documents all over again. I went through a cartridge of printer ink in one day making copies.XXXX XXXX proceeded to request the same things again and again. I became obvious that shellpoint mortgage was playing games with me and I have no choice but to sell my house before it is auctioned off. I think that what shellpoint has done is unscrupulous and unfair.my younger daughter is XXXX as well and now she must be uprooted for her XXXX year. I asked XXXX XXXX if I can rent the home for a year and was told no. I would like this company to be investigated for its remodification methods.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11735
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Once again shellpoint has not taken a payment and is charging fees for their failures. We had no say in our loan being sold to such a shady company, we paid over XXXX in two months to these people who claimed they didn't receive payments. We sent in the final cashiers check to catch up payments on XX/XX/XXXX, the same date we sent in the automatic withdrawal payment forms for our payments to start coming out of our checking account on the XXXX. The cashiers check cleared the bank on the XXXX, meaning they received it several days prior. They still have not taken the payment for XXXX, expecting us to pay their late fees, ect which they then make more than what is authorized or reasonable expected to pay, so your payment is reported as late and they can then charge more fees. We had never had one issue with our mortgage prior to our loan being sold to a company like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive paid my payments on auto pay each month to Shellpoint But I get a notice that my account is past due by 3+ months yet my bank account shows debits fpr payments to the servicer. I log on to the servicer account and see a whole host of unapplied payments that look to be the cause of the issue. I also paid them to catch up an escrow payment and they did not apply that and continue to show escrow as still due. They are robbing me of my money despite payments made regularly, not applying it at all or delayed, and then sending me notice that Im late and implying extra fees to catch it up. Its extortion and theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had filed XXXX XXXX and had paid off everything. Shellpoint stated I still owed {$3400.00} to them, which was part of XXXX XXXX XXXX. I paid that amount and my XXXX XXXX was discharged in XX/XX/XXXX. I received a statement from Shellpoint stating I still owed {$1200.00}. I have made many calls and mailed letters showing everything was paid. They have said they would clear this up, but as of XX/XX/XXXX. XXXX they haven't. I would like this matter cleared up and a statement from them stating I have never been late. Thank you, XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: ID
Zip: 836XX
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a statement saying they are now servicing my home loan. I responded that I currently have 2 forclosure cases going on at same time. One from XXXX and 1 from XXXX for same exact thing and I do not acknowledge this dept. They responded with a package of " my loan documents '' and claim I do in fact owe them the debt. I decided to go through what they sent me page by page and compare it to the documents submitted in XXXX case and XXXX case. In XXXX papers a blank undated allonge appeared that was stamped by XXXX XXXX and a transfer of mortgage signed by XXXX XXXX. Both are known, prosecuted robot signers and document makers. But the entire package from shellpoint doesn't match anything. All the documents are fakes. All forged. Signatures arent even in same orders. XXXX # XXXX. Can mail copies if needed too many to upload. If they produce them you can compare to acris and bringing all copies to judge in XXXX supreme court on XX/XX/XXXX @ XXXX XXXX rm XXXX doc. Number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11426
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A