Shellpoint Partners, LLC

2015-11-09

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-09

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX, 2015 I received a notice from my mortgage servicer ( Shellpoint Mortgage Servicing ) that my mortgage was past due for the XXXX XXXX, 2015 payment. I promptly contacted them and faxed proof that my payment had cleared my bank account on XXXX XXXX, 2015 through electronic payment with a note indicating payment went to them. I have since spoken with XXXX representatives and XXXX manager and still can not get this matter resolved. I have been placed on hold for 15 minutes, disconnected twice, and have left numerous messages. On XXXX XXXX the manager, XXXX XXXX, indicated that they had verified my payment arrived in their bank account on XXXX XXXX, 2015 and they were trying to get it transferred to my loan account. I informed him that was very concerned about the late fees, interest accruals and credit reporting issues that come with this type of error. In fact as of XXXX XXXX, 2015 my account was showing as being 30 days late in their system and subject to credit bureau reporting. I have not heard back from anyone since XXXX XXXX, 2015 regarding a final resolution and would appreciate it if you could help.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: No Timely Response

2015-11-09

Bakersfield, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XX/XX/XXXX I filled a complaint with the CFPB against Shellpoint Mortgage Servicing and their representative XXXX XXXX XXXX XXXX XXXX XXXX responded for Shellpoint with verifiable FALSE answers. XX/XX/XXXX to cover up Shellpoint 's violations of CFPB & State of California Loss Mitigation laws & Regulations. XXXX XXXX XXXX never sent his response to me because of his incriminating statement contained in his letter. Upon discovery I sent an immediate protest letter to Shellpoint for illegal & wrongful denial of my XX/XX/XXXX Loss Mitigation application. ( Letters, attached dates XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ) XXXX XXXX XXXX & Shellpoint intentionally reversed my complete " Application Status of XX/XX/XXXX in retaliation for my CFPB complaint filed XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-08

East Rockaway, NY

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-06

Discovery Bay, CA

Other

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-04

Hack, NJ

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-04

Stevenson, MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-04

OH

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: A mortgage servicing is inaccurately reporting a tradeline that was discharged in a Chapter XXXX Bankruptcy
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-11-03

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received mortgage assistance from the State of Arizona through the Hardest Hit Fund program. As a result of this assistance my mortgage was brought current. However, through errors in application of the assistance payment by the servicer at the time XXXX XXXX XXXX XXXX the loan does not reflect as being current. I attempted to resolve this with XXXX XXXX but the loan was transferred to XXXX XXXX company and now it has been transferred to Shellpoint Mortgage Servicing. Yet after to CFPB complaints and a lot of time and effort this is still unresolved. Mortgage still shows as past due when it should be current.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-02

Shulerville, SC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I sold my house on XXXX/XXXX/15 and Shellpoint has not reported the sale to XXXX XXXX. My credit report shows I owe a balance of approximately {$160000.00}. This balance is preventing me from obtaining another mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-01

Columbia, SC

Settlement process and costs

Mortgage: FHA mortgage

Complaint: My husband asked me to sign some loan documents to help him refinance his home loan. He stated that I had to be on the title for the refinance. When the papers were brought to me, they had the wrong name on them. I never took my husbands name and my driver 's license specified my maiden name. I was told by him and the notary to sign the documents anyway even though I protested. The documents are incorrect as I am not nor will not be known by the name on the mortgage refinance documents. Do I have to be or remain a part of this fraud?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-10-31

San Francisco, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Multiple attempts have been denied by XXXX XXXX XXXX ( XXXX ) my previous loan servicer ; prior to the loan transfer to a company known as Shellpoint Mortgage Servicing ( SMS ), located at XXXX, SC XXXX. The reason behind these requests to XXXX and SMS, are primarily because of the originator of our mortgage loan was closed down due to fraudulent lending practices 2 years after origination of our mortgage. I have desperately tried to force XXXX and Shellpoint to provide me with a full response to a Qualified Written Request ( QWR ) on several occasions. These failures are direct violations to H.R.4173 - Dodd-Frank Wall Street Reform and Consumer Protection Act ( 111th Congress ( XXXX ) Both XXXX and SMS have failed to and refused to provide me with specific, mortgage assignments, sale affidavits, allonge ( s ) to the Note, all deed of trust transfers updating and county recordings. My requests for proof of ownership and custodial servicing rights have all been ignored. I 'm being led to believe that my loan was originated with XXXX. ( XXXX ), then allegedly transferred or sold to XXXX XXXX XXXX ( XXXX ), then sold or transferred to XXXX d/b/a Shellpoint Mortgage Servicing ( SMS ) without acknowledgment of possession or ownership of documents requested pursuant to 12 U.S.C. Section 2605 ( e ) ( 1 ) ( A ) and Reg. X Section 3500.21 ( e ) ( 1 ). Furthermore, it is my claim that XXXX as well SMS has continued to perpetrate the original fraud that our family endured under the illegal lending business practices of XXXX. Our mortgage loan was originated on XXXX XXXX, XXXX, by a company known as XXXX ( XXXX ) This company was founded in XXXX and in XXXX, XXXX, went out of business. The company was founded in XXXX and was based at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX. In XXXX XXXX, at the time offered subprime lending and mortgage financing services in California. Unbeknownst to my family, over a five year span XXXX, wrote {$3.00} XXXX in mortgages, lending money fast and often on onerous terms, to people with shaky credit. XXXX would line their pockets with exorbitant fees and they boosted by high costs and interest rates, high even by subprime market industry standards. XXXX, after-tax profits averaged 29 percent of revenue. In XXXX, XXXX, had its biggest year, profit topped {$37.00} XXXX. As a result XXXX would lose their homes. We later discovered that XXXX, lending licensing was revoked on XXXX XXXX, XXXX, by The Department of Corporations of California reference OAH CASE NO. : ( XXXX # XXXX ). ORDER SUMMARILY REVOKING CALIFORNIA FINANCE LENDERS LAW LICENSE OF XXXX. There are multiple pending lawsuits against XXXX, for altering HUD-1 Settlement Statements which is a Federal crime as well as padding or stretching appraisal reports in order to increase lending amounts to exceed actual property values, at the time of closing. Increases which ultimately forced XXXX, to falsifying income documents in addition to not providing my family with truth in lending disclosures and amortization schedules. All of which are violations to RESPA and the Fair Debt Collection Act ( FDCPA ). For these reasons it is unjust and illegal for SMS to enforce foreclosure action on XXXX XXXX, XXXX, against my original deed of trust, prior to providing proof of my mortgage debt. I implore your office to open and immediate inquiry into these predatory actions and violations to consumer protection laws being ignored as well as potential securitization fraud. I 'm prepared to file a civil litigation suit if necessary in order to resolve this matter once and for all.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-29

San Gabriel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I applied for assistance in saving my home with my servicer, Shellpoint Mortgage Servicing, on XXXX/XXXX/2015. I hired an attorney to help me submit my paperwork. My attorney confirmed Shellpoint received my full and complete application and all financials on XXXX/XXXX/2015. My attorney called Shellpoint several times for an update after the submission. No calls were ever returned. Shellpoint only returned the calls after the home had already foreclosed. I never received any approval or denial letters from Shellpoint until after my home was foreclosed on XXXX/XXXX/2015. My attorney finally obtained a copy of a denial letter from Shellpoint by fax on XXXX/XXXX/2015. My home was foreclosed while waiting for a response from Shellpoint. I feel my servicer purposely withheld my denial letter, avoided taking calls from my attorney and did not advise me I was denied in order to evade allowing me the time appeal the decision before setting a sale date and actually foreclosing my home. My servicer XXXX set a sale date before my timeline to appeal expired : Denial Letter dated : XXXX/XXXX/2015 ( Attached ) Timeline to appeal per denial letter : XXXX/XXXX/2015 ( Attached ) Sale Date set on : XXXX/XXXX/2015 - XXXX ( Attached ) My real estate attorney states RESPA Regulation X ( 1024.41 ) ( Copy Attached ) prohibits servicers from moving forward with an order of sale while under review or within the appeal period for loss mitigation. I feel XXXX Shellpoint Mortgage Servicing broke the law when they moved to order a sale date on XXXX/XXXX/2015. They should have waited until after XXXX/XXXX/15 to set the sale date. In summary, I feel I was illegally foreclosed while I was awaiting a decision on a loss mitigation application. My servicer purposely hid the fact they had denied me in order to evade allowing me to appeal the decision. They illegally set a sale date against me on XXXX/XXXX/2015 during the timeline in which I was supposed to be able to appeal. They did not allow me to appeal the denial by way of hiding it from me. I did not actually receive a denial letter until XXXX/XXXX/2015 ( Attached ), which is after they had already foreclosed me. I am sure Shellpoint XXXX will attempt to tell you that this is all a misunderstanding, but it is very evident it was on purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-29

Northside, NC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I purchased my home on XXXX XXXX, XXXX. The originallender was XXXX Mortgage ( Loan # XXXX ). Purchaseprice was {$220000.00}. Financial hardship happened in XXXX XXXX Loan was sold to XXXX XXXX during recession. Suddenly lost job. I fell behind in mortgage. payments. Did unsuccessful loan modification with XXXX Loan balance was increased significantly. I discovered on XXXX XXXX XXXX througha phone conversation that the sale date of my property isXXXX XXXX at XXXX XXXX. I have not yet received aformal letter from XXXX and XXXX ( attorneys representing the sale ) although they claim a letter was mailed on XXXX XXXX XXXX. I need more time to look for gainful full-time employment inorder meet the necessary financial requirements for a loanmodification to keep my home. Not enough time hasbeen allowed for me to explore all my options for gettingassistance. Private investor of the mortgage is XXXX. I waneed more information on this private investor and the shadytransfer of this mortgage between XXXX Mortgage and. Shell Point. I even asked to speak with XXXX XXXX ; CEOor someone in upper management. Within two weeks of my rerequest to speak upper management, the mortgage wassuddenly sold and no one ever spoke with me. I want thisloan process investigated from XXXX XXXX until XXXX XXXX XXXX. I believer customers who are in vulnerablepositions such as myself are being taken advantage byChase and other private investors while jacking up loanbalances as they resell loans. This is home is not valuedat {$250000.00}. Please research this case asap.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-29

Foothill Ranch, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have been trying to get a loan modification for almost 4 years now. First through XXXX XXXX XXXX, they repeatedly asked me for the same documents every business quarter. Specifically, bank statements, a personal profit and loss statement, and tax return copies. I did that many times for almost a year and a half, at that time I got a letter from XXXX telling me that my loan had been sold to a company called Shellpoint Motrgage company. That company just picked right up where XXXX left off, asking me for those same documents, bank statements, profit and loss, tax returns. I have supplied them to Shellpoint through an attorney I retained. I have sent those same documents for almost 2 years now with no loan modification, just more form letters. My loan is due to increase by almost double this month, my attorney has repeatedly tried to contact Shellpoint to get status ... .No callback, no email response from them to this point. I have not received any certified mail regarding status or disposition of my case. I am filing this complaint in hopes that we can work together to get Shellpoint to do my loan modification.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-10-28

City Industry, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-28

Buffalo Mills, PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-28

Albuquerque, NM

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-26

Ladies Island, SC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Disputed: Yes Timely Response

2015-10-23

North Hills, NC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-23

Marinwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We refinanced our mortgage in order to switch from an ARM to a fixed. We were given paperwork showing that our new mortgage company would be XXXX XXXX XXXX XXXX XXXX Mortgage and that our first payment was due on XXXX/XXXX/2015. We used an ACH transaction to pay the first payment on XXXX/XXXX/2015. We have documentation from our bank, XXXX XXXX XXXX, that the transaction was sent and that XXXX Mortgage received it. On XXXX we received a letter from Shellpoint Mortgage stating that they now owned our mortgage effective XXXX/XXXX/2015. This was 17 days after we sent our first payment. They advised us to not send the XXXX payment to XXXX and to send it to Shellpoint. The payment we sent does n't show on either company 's website for our account. We 've called both companies to try to get the payment corrected but unfortunately, neither company will assist us in this process. When we call XXXX they tell us that the request to transfer the funds must come from Shellpoint. When we call Shellpoint, they tell us that we must call XXXX and arrange the transfer ourselves. after numerous calls to each entity, we keep getting shuffled back to the opposite entity. In the meantime, we are currently listed as late for our XXXX payment and have no way of retrieving the funds from XXXX so that we can pay Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-23

PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Requested early PMI Cancellation Forms on XXXX XXXX, 2015. After a month, I still did not receive the documents requested. Called on XXXX XXXX, 2015 and I was told they held it up to investigate if I qualified ( but I was never informed of this ). They said the information would be emailed to me by end of day ( or someone would reach out if I did not qualify ). Neither of those two things happened. Called again on XXXX XXXX, 2015 and was told the requests were not submitted correctly and the rep would have to put in a new request. I was told documents are to be mailed out Monday XXXX XXXX, 2015. The delays have now cost me {$100.00} to date, with a high probability of costing me another {$100.00} this month.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-22

Brooklyn, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XX/XX/XXXX, XXXX XXXX sent letter advising that Shellpoint Mortgage Servicing would be handling my mortgage payments starting with the XXXX XXXX payment. My first contact from Shellpoint was via mail on XXXX XXXX. It was my XX/XX/XXXX statement, stating that my XX/XX/XXXX payment was overdue. With enough information to make a payment, on the first business day that my bank was open, XX/XX/XXXX, I went and set up online bill pay to Shellpoint, which was supposed to land on XX/XX/XXXX. I was just squeeking by to make the on time payment. My next contact from Shellpoint arrived on XX/XX/XXXX. It was a welcome to Shellpoint letter dated XX/XX/XXXX, along with the XX/XX/XXXX mtg bill! This seems calculated to put the mortgage holder in a delinquent position. I have written a " qualified written request '' letter to Shellpoint, referencing Section 6 under the RESPA, but want to advise government agencies of the poor practices that could result in other mortgage holders being considered delinquent. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-22

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage with ShellPoint Servicing and it has PMI. Now that the house prices have gone up, i requested them for PMI cancellation. They sent me a form to sign which also forced me to sign for appraisal at my cost. After all these, now, they say, the PMI can only be removed based on original Loan Amount, and not the current appraised value. My compaints, 1. They didnt tell me this earlier, 2. When they knew this, why did they ask me to sign for Appraisal, 3. they charged me for appraisal. 4. they dont give me the PMI requirements clearly in writing.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-10-22

Clifton, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I started looking for help with my mortgage in XXXX XXXX, I was assigned a HUD counselor thru NJ Citizen Action, XXXX XXXX, at that time I was eligible for the HomeKeeper Program thru the hardest hit fund. Due to this counselor being out of the office so much & everyone else in that office kept telling me she had to take care of it, this application was submitted close to end of program XXXX. Counselor away on a conference XXXX thru XXXX so received no updates on application & when I did get in touch in the XX/XX/XXXX she gave me the email, phone number & told me to call XXXX myself to see status. I emailed, immediately received a letter telling me that the application had been declined due to incomplete application submitted-XX/XX/XXXX tax return not file which it had been or so I thought I submitted it but somehow it was either never posted or never received but due to this being so late I could n't even rectify the situation & resubmit because the letter told me the determination was final no appeal process was available for that loan at that time. I kept watching website to see if they were excepting appeals finally XXXX XXXX I submitted appeal & after sending in more requested documents I received denial in XXXX of XXXX, reason for denial exactly as the first-incomplete application XXXX taxes not filed- no appeal- decision final. I wrote them & included return receipt from IRS that the taxes were received when I spoke with the director she told me the reason being was that my unemployment had run out before the limits of the program which was not so, this was calculated by the HUD counselor who assured me many times application was completely correct & within the guidelines of the program. So at that point I gave up on that program & started to work with Shellpoint Loan Servicing on a HAMP modification, HUD counselor never offered to help me with anything further. In XXXX XXXX I submitted every document they requested, kept getting letters asking for the same documents over again, kept submitting them, my negotiator was XXXX XXXX & every time I spoke with her I had to submit the same documents again. On XXXX XXXX, XXXX XXXX explained that I was denied the modification due to my debt to income ratio was 43.3/4 %, which I really did not understand, I never received anything from the bank explaining this or what I should do next. XXXX suggested that I should appeal & resubmit the application. I wrote bank requesting in writing the break down of the denial & I resubmitted the entire application all over again this time I had more income due to son moving home. XXXX XXXX is my negotiator & also very hard to establish contact with, I submitted entire package XXXX/XXXX/XXXX again document after document was requested numerous times last document requested on XXXX/XXXX/XXXX. I left numerous messages for XXXX XXXX from end of XXXX to present & still have not spoken with her, Online under modification status XXXX/XXXX/XXXX - Non-GSE Hamp not approved contact XXXX XXXX there may be other programs for which I am eligible. she returned my call on XXXX occ. 2 days after message was left & I was not available. On XXXX/XXXX/XXXX I received call from XXXX XXXX, negotiator, who informed me XXXX XXXX out of the office & will get back to me ASAP & after discussing my situation & reviewing everything she could not understand the denial, she wanted to review something that could help me, would get back to me shortly also would send copy of appraisal no response, no appraisal. sent cert. letter to bank for detailed explanation of denial, copy of appraisal, received XXXX/XXXX/XXXX still no response
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response