Shellpoint Partners, LLC

2015-10-21

Santa Ysabel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Mortgage company to shell point mortgage in the last two months they raised our payment which is a XXXX fixed. From XXXX to XXXX. All they do is is call and want my payment and canr tell me what this amazing outrageous new payment of XXXX is for all they tell me is escrow with no explanation. There are other issues it is a mess please help XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-16

Farmingtn Hls, MI

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-10-16

Roseville, 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

2015-10-16

Gastonia, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I believe that Shellpoint Mortgage Company has violated a code of ethics. They have collected overpayment from my mortgage payments and can not provide a specific answer as to where the funds have gone and why my balance remained the same despite catching up my payments. Also, they charged a fee of {$350.00} for a loan modification application which was not even reviewed due to supposed missing pieces of information. At no point was I made aware that there was a fee for applying for a modification. If I need loan assistance it seems underhanded to charge an excessive fee on top of what is already owed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-16

Decatur, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-10-15

Smithtown, NY

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-10-14

Rincon, AZ

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-10-13

Boger City, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-10-09

WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I successfully completed a home modification with this company in XX/XX/XXXX. They sent me a modification to be signed and notarized, to be returned to finalize the modification. When I received the modification, the payment was substantially more than what the trial payment was. I called them immediately as a payment was due, and told them I was sending the trial plan payment, and was told that they will not accept any payment other than what was in the modification and that I should call my account manager. I called no less than XXXX times to the account manager, never to receive a call back in 9 months regarding this issue. I continued to call to resolve this with their customer support and was still told they will not accept any payment other than what they wanted. With no response from the account manager, I wrote a letter to the company disputing the new payment and received a response in XX/XX/XXXX that this is the best they can do. I called several times regarding the refusal of the payments from XXXX, XXXX and XX/XX/XXXX and was told that this would be handled in the modification and that I needed to sign it, and the account manager is who I needed to talk to. I emphasized and they agreed that when I sign the contract I would be starting with a clean slate. With no returned call, believing what their customer support had told me, I signed the contract and returned it to them. As soon as they received the contract, I am now in arrears of {$2700.00} for XXXX payments, as they are saying they would never refuse a payment. I have called continuously to resolve this and never get to talk to the same person. Most of the calls I have made, I explain the issue again and they ( customer support ) agreed this should not have happened and will forward the issues. I have been hung up on, disconnected, and never a return call. As of XX/XX/XXXX when I signed the contract I have not missed a payment. I sent my XXXX payment in XXXX only to see they returned my check. I called to talk to my account manager right away with no response, and the person I talked to said I needed to talk to the Supervisor for XXXX XXXX loans. I called him 3 times and left messages with no response. I finally received a call from my account manager 3 days ago, after 9 months of no return calls and was told that his supervisor told him to call me. He told me I missed those payments and no one from their company would ever refuse a payment. I asked him why his company refused my XXXX payment and he told me that until I pay {$2700.00} they will not accept my mortgage payment. I then reminded him that he just told me his company would never refuse a payment. I told him that this {$2700.00} should have been included in the modification as it occurred before the contract was signed. I never disputed that I owed it, only that it was an issue before I signed the contract and should have been included. No one ever contacted me before I signed and told me this would not be included. I asked him directly as to why this was never brought up before I signed the contract, as I wanted a clean start and would never sign a contract only to be in arrears immediately. No answer for my question. Again he told me they will not accept a current mortgage payment until I pay {$2700.00} and this was the only way to " fix it ''. He just did what he said his company would never do. He says now I 'm 4 months behind ( 3 from before the contract was recorded and 1 from XX/XX/XXXX ) due to the fact they refused my recent payment. I told him this felt quite predatory as they slid this in after I signed the contract and he did n't respond. The conversation ended with no results other than a refused mortgage payment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-10-08

Simi Valley, 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

2015-10-08

Ft Lauderdale, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

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

Disputed: Yes Timely Response

2015-10-08

Hesperia, 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

2015-10-07

Baltimore, MD

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

2015-10-07

Carrollton, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2015-10-06

Reno, NV

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

2015-10-05

Barr, SC

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

2015-10-04

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Hello : I am contacting you with a copy of my email ( phone calls also made ) to my home loan service company XXXX Mortgage Servicing who has recently corrupted my class action law suit modified home loan agreement after taking it over from XXXX who got my loan from XXXX XXXX XXXX. My loan was modified per the settlement and up to date payment wise since XX/XX/XXXX and now suddenly this new company has altered my loan agreement by adding a self serving insurance product ( PMI ) funneling funds from my property tax escrow account set in up my loan payment agreement just for property tax. This unauthorized or advised PMI ( Property Mortgage Insurance ) product they 've added is causing a negative balance and disrupting the allocation of my online loan payments to this company and loan. I read that the practice is called loan padding and is rampant as of late even after the XX/XX/XXXX passing of the homeowners protection act. Can you please advise or assist me in seeking the right course of action as I am being run around by the company and building a negative balance even with making still my regular agreed payments. SincerelyXXXX XXXX XXXX XXXX XXXX, Florida XXXX : I called in and spoke to your customer service representative XXXX XXXX a week ago as well emailed you regarding the PMI mortgage insurance just added to my loan payment which your representative confirmed was an error since it was never part of my loan agreement and was never authorized. I advised I needed this corrected as its obstructing my mortgage agreement and payments and being taken out of my property tax escrow account. I had to make my regular monthly payment for XXXX made on XXXX XXXX online using the principal and escrow tabs as the scheduled total payment tab was still reflecting the erroneous amount. Now!! It looks like the monies where incorrectly disbursed, your still showing payment due for XXXX and I see monies from my property tax being scheduled for a premium payment disbursement to the unauthorized PMI insurance!! I am making screen shots should this not be resolved and I having to contact the district attorney 's office and legal representation along with the copies of my loan agreement which has NEVER had the PMI as part of it. I need your error corrected and my XXXX payment applied as per my agreement correctly. Loan:XXXXXXXX XXXX XXXX XXXX XXXX , Florida XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-10-01

Auburn, AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-09-30

Bloomfield, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-09-30

Co Spgs, CO

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-09-28

Dickinson, ND

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

2015-09-27

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have documented confirmation that my mortgage payment was mailed from my bank, XXXX XXXX XXXX, on XX/XX/XXXX. My mortgage payment was due to be received by Shellpoint Mortgage by XXXX. XXXX XXXX sent me documented proof that Shellpoint cashed the check for my payment on XX/XX/XXXX. I forwarded this documented proof to Shellpoint Mortgage on XX/XX/XXXX. I have not been able to call or speak to the department that handles payment disputes because Shellpoint refuses to direct my contact to that department. I have been repeatedly told that the payment disputes department will only communicate with me via mail or email regarding their research of my payment dispute. As of today, XXXX XXXX, I am continuing to receive notices of our delinquency on our mortgage. We have never missed a mortgage payment or been late on a mortgage payment since we purchased our home in XX/XX/XXXX. In addition, Shellpoint Mortgage changed their payment address in XX/XX/XXXX. We believe this is a contributing factor in their inability to properly identify and credit our payment. As a faithfully paying customer for nearly 20 years, we are extremely frustrated by this lack of competence, compassion, and understanding. We have invested countless hours attempting to resolve this issue with Shellpoint mortgage only to be told time and again that we are unable to speak directly with anyone who can help resolve our issue, and those denials are followed by repeated receipt of late payment notices.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-09-24

Yorba Linda, 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

2015-09-22

Baltimore, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: Yes Timely Response

2015-09-22

Dixon, 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: Yes Timely Response