Date Received: 2017-02-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX XXXX sold my loan to Shellpoint Mortgage Company awhile back. I 've had a rough time financially since XXXX and also had a foreclosure rescue scammer take my home back in XXXX and finally got it back last XXXX after time and money spent on an attorney. Jumping ahead. I requested Shellpoint to let me do a short sale. Mailed the first package to them XXXX/XXXX/XXXX. I found a real estate agent to handle the sale. Since then they have constantly said " you 're missing this, you 're missing that '' We sent them EVERYTHING they requested every single time. Including XXXX complete packages every time they asked for something ( that was already sent to them ... ) Every time ... '' your package is not complete. '' Today I received a Notice of Trustee Sale which shows that they signed back in XXXX XXXX, XXXX. Then shows it was mailed to me XXXX XXXX, XXXX and sale next month XXXX/XXXX/XXXX. My point of contact was NEVER available. My agent called this guy constantly to see what the status of my short sale approval was. No answer, no call back. Basically the way I see it, is I really did n't have a point of contact. Finally a few days or so ago he finally calls the main number since my point of contact never returned his calls and was able to talk to someone. Once again " we need this and that signed blah blah blah '' I signed it the very next day, and it was sent and faxed immediately. About that same time I received a letter stating that they did n't approve my " loan mod '' What? I was asking for a short sale! Never was foreclosure mentioned. I was never called by ANYONE from a Shellpoint nor warned by mail, email anything. Nor was my agent. After speaking to my agent today and telling him that they planned on foreclosing on me next month, he called and finally, for the first time in XXXX knows how long, reached my so called point of contact. I believe his name is XXXX. I 've spoken to him ONCE since XXXX XXXX .... XXXX goes on to say " yeah we 're dual tracking '' and believes it to be completely legal. Even though I 've been trying to work out something for the past 4 months! My agent said " I 've called you and called you and you never get back to me! '' XXXX response .... '' well we 're really busy. '' But said " yeah we have a complete packet here. '' And he also said that they could n't do the " loan mod '' which my agent said we are trying to do a short sale and never asked for a loan mod. These people, I believe stall, make you jump through hoops and drag it out just so they can foreclose on desperate homeowners. Why would n't someone call me or my agent informing us instead of just asking for more and more paperwork. Another thing they did in the very beginning which I thought was pretty shady was to tell me to get my tenants name, for him to provide his financial information and pay stubs. I spoke to him about it and of course he refused saying that was an invasion of his privacy and considering he was only a boarder and had nothing to do with my loan. A month later he XXXX out and moved thinking he was gon na be out on the street. So I lost a month of rent that provides me with food, pays utilities etc. Not good. I could go on and on ... Hopefully you can help me out with this. I 've been told, have read that dual tracking is illegal when you 're trying to work out a solution to avoid foreclosure. I 've also looked up Shellpoint 's history and have seen that there have been lawsuits against them for the exact thing that they 're doing to me. I have an attorney and if I need to I will be XXXX of those people ... Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92651
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received another completion package yesterday, XX/XX/XXXX, from Shellpoint requesting the same information that I sent them on XX/XX/XXXX However, this time, there are additional documents required to be submitted ( boarder rent letter, copy of mortgage statements ). It appears Shellpoint 's intent is that I never have a complete package. I am rattled and baffled by the recurrent request. Today I sent them a copy of my hospital stay on XX/XX/XXXX due to XXXX ( XXXX ) because of my mortgage XXXX. The hospital report should be included as part of my already submitted hardship statement. XXXX XXXX XXXX is an XXXX XXXX. My previous complaint # XXXX and XXXX have not resolved my mortgage XXXX. Shellpoint 's past and current delay tactics are unfair and unjust. Today I sent Shellpoint copies of the same previous documents because I have no new ones for XX/XX/XXXX. I resubmitted the documents, again, before their XX/XX/XXXX deadline. I had previously sent a copy of my electronic submitted XX/XX/XXXX federal return with requested XXXX XXXX I have not filed my XXXX federal tax return yet because the deadline is XX/XX/XXXX In the previous mailing I signed for Shellpoint to receive a transcription of my XX/XX/XXXX and XX/XX/XXXX federal returns. My banking is done online and the monthly statements are printed from my online account. A resubmission of the following documents were enclosed : Completed and signed Uniform Borrower Assistance Form Signed copy of my most recently filed personal XX/XX/XXXX federal income tax return including all schedules and forms Copy of my most recent bank statements dated less than 90 days old at the time the complete package is received Copy of a letter from the Social Security Administration office verifying my social security number on an executed copy of Form XXXX ( dated less than 90 days old at the time the completed package is received ) Copy of the benefits statement or letter from the provider that states the amount, frequency, and duration of all benefits received. This is verified and highlighted on my bank statements. Copy of my most recent bank statement showing receipt of such payment Copy of the lease agreement and two months proof of rental payment, i.e. bank statements. Verified and highlighted on my bank statements Boarder Rent Letter - my son rents the house and his $ XXXX monthly payment is shown on my bank statements as a transfer. I highlighted that for you as a transfer between our accounts. Copy of the mortgage statement showing the principal, interest, taxes, and insurance amounts ( must be dated less than 90 days old at the timer of the complete package is received ). I have included this time the XXXX second mortgages as well as the Shellpoint first mortgages for XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, OH XXXX. I sincerely need relief. Why is n't Shellpoint willing to help me when I have so dutifully paid the mortgages on both properties without default from my XXXX income since XX/XX/XXXX? XXXX XXXX XXXX ( Account # XXXX for XXXX XXXX and Account # XXXX for XXXX XXXX XXXX XXXX, OH XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45240
Submitted Via: Web
Date Sent: 2017-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am adding additional information to a complaint I already filed. Complaint # XXXX concerning Shellpoint Mortgage Services. Have just received the attached statement now saying I owe them {$100000.00}. I 've also attached the last two letters I 've received showing I owe a principal balance of {$33000.00}. Not only is their customer Service boarding on Fraudulent practices, it would appear that their Billing/Accounting system is fraudulent as well. How can I possibly owe them more than the original loan amount when they 've only been managing this account since XXXX 2016? I 'm dealing with offices in XXXX different States and they have multiple XXXX XXXX XXXX XXXX for these States. It is no wonder I ca n't actually contact a person who might know what 's going on with this account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55337
Submitted Via: Web
Date Sent: 2017-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-30
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Our house flooded and and insurance cut the check to my wife and shell point. We paid everything in full out of our pockets. They came and did an inspection of the completion and still have n't realesed any of our {$30000.00} check. They keep giving us the run around and we do n't know watt else to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2017-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I 've been dealing with Shellpoint Mortgage Servicing since they bought my Equity loan from XXXX in XX/XX/XXXX. I 've been trying since XX/XX/XXXX to get Shellpoint to work with me. They just keep sending me a standard form letter saying the principal balance is due ( {$33000.00} ). I 've been trying to find ways to pay off this loan. I completed Shellpoints ' Uniform Borrower Assistance Form and sent along financial documentation ( annuity statement, XXXX & XXXX taxes, 2 bank statements, hardship letter ) to obtain a repayment plan. I also informed Shellpoint that I am retired and on a set monthly annuity and I could make payments of {$400.00} a month. Or, if I pay the minimum on my credit card I could pay {$700.00} a month. Faxed on XX/XX/XXXX and I also mailed the same documents I called the Shellpoint contact I have XXXX to see if he received the Fax, got Voice mail. Called again on the XXXX, XXXX of XXXX, voice mail. He finally returned my call on XX/XX/XXXX. He had not done anything with the documents I had sent, now he needs more current bank and annuity statements, I faxed on the XX/XX/XXXX. I still have not heard if this packet of documents have been reviewed by their underwriting department. So they are not accepting my money and they are not working with me to get this loan paid off. Contacted XXXX who has my current mortgage and asked them about refinancing my current mortgage to roll in this loan. They said if I refinanced it would up my interest rate and as that is not beneficial to me they would n't do it. Applied for refinance with XXXX. Everything was going smoothly until XXXX called Shellpoint a 2nd time for a Payoff amount and Shellpoint told them I was late. So then I did n't qualify for the FHA loan anymore and XXXX wanted to switch it to a conventional with {$9000.00} in closing fees. Applied and was approved for a personal loan with XXXX for $ XXXX and I called Shellpoint to offer this cash to close the account. No response from Shellpoint to the $ XXXX cash pay off. In fact, I have n't heard a word from them. No phone calls or anything. I got approval for a personal loan through XXXX Loan for the {$33000.00} which would cover the principal balance of {$33000.00}. XXXX Loan wired the money to Shellpoint on the XX/XX/XXXX. Shellpoint returned it on the XX/XX/XXXX with no explanation. I ca n't seem to get anybody at Shellpoint to help. I have n't been able to get a number for the billing department to find out why they returned the {$33000.00}. Shellpoint also returned the payments I sent for XXXX ( {$350.00} ) & XXXX ( {$300.00} ). By not working with me on getting a prepayment plan and then returning money I 've sent in a good faith effort to pay off this debt. This kind of customer service should be illegal. I 've lived in this home 26 years and I am fearful that Shellpoint will foreclose on my home for the principal balance of {$33000.00} even though I 've tried to pay them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55337
Submitted Via: Web
Date Sent: 2017-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To Whom It May Concern : Shellpoint Mortgage Servicing recently became the new loan servicing company on my loan. The new owner of the loan is XXXX. Since taking my loan the servicer has had incorrect payments every month, for the past 4 months. When I contact customer service at Shellpoint the agents can not explain to me why my payments are wrong, although they acknowledge they are wrong. Additionally, Shellpoint Mortgage debited an amount {$500.00} GREATER than I agreed to over the phone when setting up the initial mortgage draft payment after the loan was sold. They worked to remedy this situation, but their competence and professionalism has been in question ever since. My payments are still not accurate, and they can not explain how they are coming up with the payments. My statements provide little information, and they are not responding in kind to my requests for more information. I 'm unsure how to proceed since I have no choice on who my loan gets sold to, and who services my loan. Shellpoint Mortgage is an abomination in the world of loan servicers, and I 'm not confident that they are even able to collect and properly apply my payments to the loan. I 'm hoping that you can help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89502
Submitted Via: Web
Date Sent: 2017-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Shellpoint Servicing has been informed that they are publishing a Time Barred Debt that is no longer enforceable under the Applicable State laws. They are also making claims to be acting on an Investor named XXXX as a XXXX XXXX XXXX XXXX XXXX XXXX XXXX Trust. That this firm : Shellpoint Servicing was informed several times over to stop publishing a Debt to the Public that is not valid not true. They are attempting to foreclose on a debt that has an expired SOL and a non enforceable and Stale Debt as well as the underlying debt/and Deed to be outside of the timelines of collections. This false claim is being published on XXXX each month and shows to publish a debt claimed as owed of XXXX XXXX. Please cease this publishing of this debt. Under CA : XXXX ; along with the underlying XXXX being expired : and under XXXX this expired at SIX YEARS. See attached Letter of Explanation. Each attempt to explain is answered in stating they somehow are not understanding what is being said. See exhibits that include the answer by Shellpoint. THE NOTE WAS ACCELERATED BY XXXX ( SEE ATTACHED ACCELERATED LETTER ) CALLING DUE THIS NOTE : AS OF XXXX/XXXX/XXXX. Then after SIX YEARS an untimely claim to a debt : then claiming XXXX Due : however this was filed inaccurately and filed after the expiration of the stale debt by recording a Notice of Default on XXXX XXXX '. This NOD was disputed at the time, however new events of abusive servicing occurred, including stepped up ramped up illegal actions. The topic of this complaint is to state this is a time barred debt as of XXXX XXXX ' AND THAT THE LATER XXXX XXXX ' FILING OF A NOTICE OF DEFAULT WAS TOO LATE TO CLAIM ENFORCEMENT RIGHTS OF AN EXPIRED DEBT. Later in a BK filed in XXXX XXXX XXXX ' it was discharged debt in the bankruptcy. However under XXXX and the marketable records act : this together with XXXX this is not enforceable under the claims being made by the parties named : Shellpoint Servicing : XXXX AS trustee for XXXX XXXX XXXX XXXX : & or XXXX having no right to publish this DEBT as being owed. This is causing to tarnish my reputation in my business, and effect my income. This is slander. Please stop all further illegal collection acts. Remove this Sale Date that was caused by this defective claimed Notice of Default and stop making false claims and release this lien.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90740
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have been trying to do a short sale for about XXXX years now. The first bank was taking forever and would not help us at all. Then our loan was transferred to Shellpoint Mortgage Servicing on XX/XX/XXXX. Shellpoint got the loan about XXXX days after that and was unable to have my real estate agent or short sale negotiator get any information about it. They called XXXX times a week to find out what was going on and Shellpoint only said EVERY SINGLE phone call that they 're waiting for my file to be in their system. It was n't until XX/XX/XXXX that they were finally told the file is in their system and to send in the short sale application. However, they said the auction date was XXXX/XXXX/XXXX. This was unacceptable. We 'd been jerked around by Shellpoint so many times with so many phone calls to them. My short sale negotiator submitted my short sale application on XX/XX/XXXX because that was the deadline to submit for the short sale to get started. They then said they 'd know on XX/XX/XXXX if my auction would be postponed. On XX/XX/XXXX, my short sale negotiator confirmed Shellpoint received my short sale application. On XX/XX/XXXX, my short sale negotiator asked if the auction date was postponed. Shellpoint said they wo n't know until XX/XX/XXXX My frustration went beyond maximum frustration when they told us that. Basically, they really are trying to make us fail. What sounds fishy is that they 'd asked my short sale negotiator to submit my application to another short sale group at the bank. This is not right. It 's as if they 're intentionally trying to have my short sale fail or they 've never done a short sale before.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98683
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I qualified for the Nevada Foreclosure Mediation Program in the XX/XX/2016. Upon receiving the notification I was instructed to work with reps from XXXX, XXXX XXXX XXXX to provide the appropriate documentation to determine Refinancing options for my mediation. Paystubs, Utility Bills, XXXX, Bank Statements, XXXX forms. My mediation was conducted on XX/XX/2016 upon which I was informed that additional information was still necessary for Shellpoint Mortgage to determine possible options for me to consider in lieu of Foreclosure on my property. I have contacted Shellpoint and XXXX, XXXX, XXXX multiple times since my mediation ( email & Phone ) and I have yet to receive a call back or email. It appears that I am being ignored. I contacted the Mediator and he suggested that I seek legal advise to reconcile this scenario. Can you please assist in resolving this issue? I just received mail directly from Shellpoint today stating that " we are unable to offer you a loss mitigation option because you did not provide the docs that were requested ''. I have emails dated in XX/XX/XXXX asking if additional information was needed for their underwriters and have gotten no responses on any of my requests.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89002
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-26
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Shell Point Mortgage place a lender insurance on me increased my payment by {$600.00} all because they failed to payment my insurance payment on time. I have a conventional loan that includes mortgage, taxes and insurance. I have been overpaying since 2014 and they refuse to help me lower my payment. All I get is the run around.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90806
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No