Shellpoint Partners, LLC
Consumer Complaints
There are over 2994 complaints on file for Shellpoint Partners, LLC. Dated between 2019-12-13 and 2012-06-12.
Complaints Page 105
2015-07-01
Tacoma, WA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Complaint: Submitted a short sale package to Shellpoint on XX/XX/XXXX. To date I have not been contacted at all despite being the Authorized third part and my multiple calls to the point of contact. This company does not communicate or keep track of documents, I have literally emailed and faxed documents XXXX of times and each time I call in customer service tells me they are still missing them. It 's like they are working files from XX/XX/XXXX and have not updated their systems and are not following regulation x.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2015-07-01
Tacoma, WA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Complaint: XXXX XXXX 2015 a short sale package with all supporting documents was faxed to Shellpoint mortgage. The negotiator and management at Shellpoint do not return calls or provide status updates. As of today the file has been with the investor for possible approval for over a month with zero follow ups or updates to me. They do not return calls and do not keep track of documents nor do they negotiate in good faith. I have been working short sales for 9 years and am blown away at their lack in communication or consequences behind not working files properly. They need a serious overhaul and should be required to train their staff.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-07-01
Tacoma, WA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Complaint: Short sale package and offer was submitted to Shellpoint, after 5 months the investor denied the file. The negotiator at Shellpoint told me we were meeting the min net. Now shellpoint will not call me back to explain why the investor countered. I do n't know if they want more money or what. I have reached out to shellpoint about XXXX times and even upper management and no one will return my calls.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-29
Lansdowne, VA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-26
Ft Lauderdale, FL
Loan modification,collection,foreclosure
Mortgage: Home equity loan or line of credit
Complaint: I owned my home for approximately 19 years when it foreclosed in XXXX 2014. However, the decision is not yet final as the case has not yet completed the redemption period and I am filing this complaint to let the CFPB know that along the way I was scammed ( XXXX individual was actually on the news a few month ago and he was indicted for mortgage fraud in XXXX XXXX ... ... .he was XXXX of the persons who handled my loan! ), encountered gross negligence or not provided the services that I paid for at various entities. For your information, this home equity loan was originated by XXXX mortgage then sold to XXXX then acquired by XXXX XXXX XXXX and then eventually serviced by XXXX Servicing. Other entities that contributed to my misfortunes included a financial counseling agency and a law firm that took a lot of money from me ( with large up-front fees ) without assisting me in any meaningful way! Lastly, my dilemma culminated with being assigned to a Judge in the XXXX XXXX XXXX in XXXX County, Florida who had been arrested herself for XXXX and she had been recently reassigned from the XXXX Division to the XXXX Division. It appeared that she had no desire to hear the merits of my case and basically told me to " sit down woman '' and then proceeded to immediately deny the motion to set aside foreclosure sale and vacate final judgment. I never had a chance to show the valid reasons as to why the sale should not have gone through!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-25
Murrieta, CA
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
2015-06-24
Bay Point, CA
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-23
Foothill Ranch, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My lender, New Penn Financial LLC / Shellpoint placed forced insurance coverage on my property improperly. I have maintained insurance coverage for my condo ( XXXX and exterior building policies ) for the duration of my ownership beginning in XXXX XXXX.
The lender placed coverage on XXXX XXXX, XXXX for a period dating back to XX/XX/XXXX. I did not receive any formal notice of them placing coverage. Upon discovering the amount on my monthly statement of {$1100.00} as an escrow balance, I contacted them and provided sufficient information of coverage, which led to a partial refund. Over the past year I have tried several attempts to get them to refund the full amount for the coverage period they specified. I have been given various email addresses and fax numbers by various customer service representatives, and none of that has resulted in the full refund being issued. Again, I have sufficient coverage for the time period they reference and have submitted it to them several times to no avail.
To summarize, they force placed coverage when I had existing coverage for a backdated period, did not request any proof of insurance from me prior to doing so, and did not provide any notice in writing that coverage would be placed. They have thus far refused to issue the rest of my refund. My latest attempt to resolve this issue was by phone on XXXX XXXX, XXXX in which a customer service representative assured me that she had spoken to an " insurance department member '' and they assured me that it would be refunded. When I asked for a specific name and title of the " insurance member '', for future reference which she refused to provide. The representative would only state that any member of the insurance department could help me in the future, and that it would in fact be refunded.
I am strongly considering legal action at this point, and would very much like your assistance in resolving this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-23
FL
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: Shellpoint Mortgage Servicing sent letter dated XXXX/XXXX/15 advising that we have not provided all documentation for loss mitigation program. I have questions and I have called XXXX XXXX at Shellpoint every business day for six days. Her voice Mail says she will return the call within 24 hours. She has not returned my calls. Her message says press XXXX for further assistance when I press XXXX the message says No one is available to help you, call back. Shellpoint has given us a deadline to submit documents yet it has been six days of daily telephone calls and leaving messages with NO RETURN calls from XXXX XXXX or anyone else at Shellpoint Mortgage Servicing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-23
Fort Mill, SC
Loan servicing, payments, escrow account
Mortgage: Conventional adjustable mortgage (ARM)
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation
2015-06-22
Hamburg, MN
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: We applied for a loan modification through Shellpoint Mortgage Servicing on XXXX/XXXX/15. We received a letter dated XXXX/XXXX/15 advising that they received the complete modification packet and it could take 30 days for a response. The letter also said that " your property would not be sent to foreclosure or if it had been started, we will not initiate a foreclosure sale. '' We received a letter dated XXXX/XXXX/15 from an attorney 's office stating we were in pre-foreclosure status. I called Shellpoint on XXXX/XXXX/15 at which time I was advised that we were denied for the modification and our only options were a repayment plan, short sale or foreclosure. We wanted to try a repayment plan however, he said there would be legal fees added in. I did n't think they should be because his letter said that it would n't be sent for foreclosure until a decision was made. He said I could send in an appeal letter disputing the legal fees being added to a repayment plan so I sent an appeal letter on XXXX/XXXX/15. I called on XXXX/XXXX/15 & XXXX/XXXX/15 and was advised it was still pending a decision in the escalation dept. We received a letter dated XXXX/XXXX/15 on XXXX/XXXX/15 from the escalation dept advising that our request for a modification would remain denied. I called on XXXX/XXXX/15 and stated that we were appealing the legal fees ; the customer service rep said he recognized that and was sending it back to the escalation dept for review. I called on XXXX/XXXX/15 checking status and to try to make a payment ; I was advised that it was still pending and that we were not " allowed '' to make a payment. I also confirmed again that foreclosure proceedings were on hold. We received a letter on XXXX/XXXX/15 from the attorney 's office advising that there is now a sheriff 's sale date for our property. I called Shellpoint on XXXX/XXXX/15 and he said the decision was still pending. He also said that the " sheriff 's sale was n't until XXXX/XXXX/15 so we should have a response from the escalation dept by then. '' I asked why there was n't a hold on it and he could n't say. I called the attorney 's office right after and she said there was no hold on our file.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-22
Reidsville, NC
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: I have had several problems with shellpoint mortgage servicing as you probably hear from consumers on a daily basis since it is the WORST Mortgage company ever for customer service. I have been getting foreclosure letters from Shellpoint and are working with NCHFA ( XXXX housing finance agency ) to get assistance ( medical/decrease in work hardship ) however time is running out and I requested last week ( via shellpoint rep XXXX XXXX ) to know what is my balance and he said that he did not know as they were going to have to order a copy of the Attorneys fees and charges even though my loan has no official " projected foreclosure sale date '' as I was told by this customer service rep. and that it would take 24 hours to fax me a copy of the attorneys fees to my fax machine at my desk ( XXXX XXXX ). Today makes 4 days and the copy of the attorneys fees has not shown up so I called the " only '' number for Shellpoint ( I reached loss mitigation dept. ) and a representative said she was connecting me to the foreclosure dept in XXXX, and some Rude Rep answered the phone, did not say his name, did not identify he was working for shellpoint servicing and said he did understand what I was requesting and asked me to repeat myself, when I repeated myself he said " you know what hold on and hung up the phone on me '' Outrageous customer service!!! I called back to the only number shellpoint has and spoke to one of the reps who keeps trying to get me to speak to another Rep in loss mitigation ( XXXX XXXX ), and I told her I DO NOT want to speak to XXXX XXXX ( this company acts as though XXXX XXXX is the only person working for Shellpoint ) and if I waited for XXXX XXXX to return any of my calls I would be in full foreclosure from waiting. I asked to speak to someone in charge and/or to connect me to the foreclosure dept and the rep just keeps trying to get me to speak to XXXX XXXX, so I ended the call. So in getting the run around from this company, time is running out and it appears that I am being forced into foreclosure sale, which is what I believe this company keeps acting like they want me to do because they keep stalling, please assist me in getting the total cost needed to bring my account current. Thankyou
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-19
UT
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: XXXX XXXX XXXX Former XXXX XXXX XXXX : Shellpoint Mortgage XXXX # XXXXPLEASE E-MAIL ALL COMMUNICATION TO : XXXXXXXXXXXX XXXX XXXX ) XXXX ; ( XXXX ) XXXX MAILING ADDRESS DUE TO TRAVELXX/XX/XXXX XXXX XX/XX/2015COMPLAINT REGARDING NEGLIGENT PROCCESSING OF LOAN MODIFICATION APPLICATION XXXX SUBMISSION ATTEMPTNotice of ERRORS on Calculating XXXX XX/XX/2015 I received for THE XXXX TIME the notice of LOAN MODIFICATION DECLINE dated XX/XX/2015. For the XXXX time after my request of XXXX XXXX I was provided the values I have REQUESTED on XXXX - to see what inputs Shellpoint used to calculate the XXXX
I HAVE MADE OVER XXXX phone calls requesting this information in addition to the written request of XXXX/XXXX/15. Except for XXXX, and XXXX XXXX, employees of the bank were hostile, rude and basically told me I have NO options and NO right to receive any details of their decision.
Just on XX/XX/2015 I made over XXXX calls to just get my request to be transferred to account manager XXXX XXXX fulfilled. Bank associates hang up, or tell me I should stop trying and just give up on my home, or that I am stupid and do n't understand I ca n't afford it? Needless to say these people are unprofessional, immoral, unintelligent and should not work in loss mitigation. Woman with name " XXXX '' who spoke to me as XXXX of XXXX people I asked to get to account manager.. WAS EXTRA RUDE, OBNOXCIOUS AND AFTER XXXX REQUESTS to talk to my account manager XXXX XXXX XXXX Superviser she dumped the call into someones ' mailbox that XXXX : MAIL BOX FULL.
Moreover the bank keeps changing account managers ( point of contact XXXX XXXX XXXX is the person # XXXX? It appears to be a part of the strategy to confuse the borrower with ever changing requests, people who start over every time, and ask for new documents non stop.. Once they have the information they process it with errors and hide the data from me as in this situation.
Finally XXXX faxed the denial and I dropped all my work to review and respond. I found MULTIPLE ERRORS that Shellpoint made in calculating the XXXX on my Loan Modification proposal. Thus due to Banks negligence, my loan modification was WRONGFULLY & ERRONEOUSLY DECLINED causing considerable heartache and financial distress and enormous costs to me as a borrower and a single mother.
PLEASE CORRECT BANK ERRORS and resubmit for Loan Modification Approval. See support documents below.
I also request an URGENT INVESTIGATION into the NEGLIGENT PROCESSING of Loan Modification application # XXXX in the past 3 years. As bank errors caused me significant losses.
Please CONFIRM RECEIPT via e-mail and RESOLVE this awful failure.
List of values that were negligently incorrectly inputed by the bank while ignoring the correct data I provided for the XXXX loan modification attempts : MONTHLY XXXX DUES correct value {$3.00} ( Bank put {$200.00} ) //HOME OWNERSHIP TAXES correct value {$150.00} ( {$1800.00} is annual tax amount XXXX bank put wrong value {$200.00} ///INSURANCE {$70.00} ( {$840.00} / XXXX MON XXXX bank put wrong value {$66.00} ///Bank ignored all requests to pay INSURANCE - insurance is lapsing!!!!
Please pay the PROPERTY INSURANCE to reinstate ///HOUSE Actual value {$300000.00} less closing costs of 7 % {$270000.00} XXXX bank put wrong value {$380000.00} ) The value is an exterior XXXX which ignored completely the interior condition and modular construction of the home which I provided a detailed report on.
XXXX wrongfully compared property to CUSTOM MADE HOMES IN GOOD CONDITION when this home is MODULAR CONSTRUCTION DETERIORATED CONDITION and needs {$150000.00} in repairsSEE : VALUATION DISPUTE document provided to bank on XX/XX/2015 and also XX/XX/2015 featuring information and pictures///Proposed Principal and Interest CALCULATED INCORRECTLY XXXX % of {$3000.00} income = {$880.00} less tax + insurance {$880.00} - {$150.00} - {$70.00} = {$650.00} {$3.00} HOA = $ XXXX///HOME TYPE NEEDS TO BE XXXX - PRIMARY RESIDENCE ( instead of XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-18
Bronx, NY
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-17
Spokane, WA
Loan modification,collection,foreclosure
Mortgage: Reverse mortgage
Complaint: Ongoing collections calls for an XXXX XXXX who is NOT at our address. We have called Shell Point Mortgage XXXX. Resurgent XXXX numerous times, told them that they have the wrong party and wrong telephone number. They ignore our complaints and continue to call us with their collection calls. We are ages XXXX, have NO debt, and do not want these calls to continue.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2015-06-17
South Lake Tahoe, CA
Loan servicing, payments, escrow account
Mortgage: Home equity loan or line of credit
Complaint: On XX/XX/XXXX we did a Loan Modification on our XXXX and XXXX Mortgage. XXXX XXXX XXXX was our XXXX Mortgage Company. They agreed to a modified monthly payment of {$100.00}. Sometime in XX/XX/XXXX the XXXX Mortgage was sold to a company XXXX XXXX and we continued our {$100.00} a month payment as agreed. In XX/XX/XXXX or XX/XX/XXXX XXXX change there name to Shellpoint Financial. In XXXX XXXX we were reviewing my Credit Report and found we have late payments reported by Shellpoint. ( It should be noted that during all this time we continue to make our agreed payment of {$100.00} a month ). We contacted Shellpoint and after several calls without getting anywhere and wanting to remove the late payments from my credit report we sent them an extra payment of {$300.00} in XXXX XXXX and extra payment of {$200.00} in XXXX XXXX. This extra payment were made because Shellpoint refused to help us in anyway or explain to us why we had late payments on my credit report. On XXXX XXXX, XXXX I checked my credit report again and found out that there are still several late payments. I contacted XXXX and spoke to XXXX XXXX and she refused to work with me or explain why this happen. I have tried hard to clean up my credit report and I do not feel that is right that they are showing a late payments when we have made our agreed monthly payment since the beginning of the modification. The Following breakdown of payment for the last 12 months of my bank records as follows:XX/XX/XXXX - $ XXXX - $ XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XX/XX/XXXXXX/XX/XXXX - {$100.00} Payment for XX/XX/XXXXXX/XX/XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XX/XX/XXXXBecause of there errors it 'll affect my ability to buy a new home or obtain any credit. Any help you can gave me regarding this matter is greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-15
Galena, NV
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
2015-06-12
Hamburg, MN
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: SHELLPOINT MORTGAGE - RIDICULOUS ESCROW AMOUNTWe recently purchased a new home and used a loan officer. He basically went to several banks to see where we could get the best interest rate, etc. Ultimately the mortgage is with ShellPoint Mortgage. Since day one they are charging us a ridiculous amount for an escrow payment. We, my husband, myself and our loan officer called them XXXX/XXXX/2015 and requested an escrow analysis be done. It is now XXXX XXXX, 2015 and every time I call they tell me they will get it to their supervisor to process today. Never happens! I have called almost every week and get told the same thing. Please help.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2015-06-12
GA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I requested a Qualified Written Request from Shellpoint Mortgage. I alleged that they change the terms of my fixed rate mortgage ( with no prepayment penalty ) each month I pay more than the minimum payment amount. I allege they are penalizing me when I attempt to pre-pay my mortgage. Normally, every mortgage company I have dealt with ( until Shellpoint XXXX will apply the additional amount to the principal and push the due date for the next payment into the future, effectively shortening my loan. Shellpoint does n't do this. They apply the additional amount to the principal, then the RECALULATE the remaining principal and interest to maintain the original maturity date and require the next month 's payment in full. Their business practice end up making the loan appear younger and they end up collecting more interest than standard industry practices, but me as the consumer have no built in cushion to get ahead in my payments. Shellpoint 's response dated XXXX XXXX, 2015 states they feel my QFR does n't apply to them, that my complaint is n't about their servicing of the loan. They sent the original loan documents from the XXXX mortgage company XXXX as it happens that company did not recalculate my note each month I overpaid ) and restated what I said, with the exception of how they recalculate the loan every time more principal is paid than what is due. I would like to ensure they are NEVER allowed to purchase XXXX my loans in the future, as well as insist they can not recalculate the interest and principal ( amortization schedule ) to maintain the monthly payment amount and say they are n't changing the terms of my fixed rate mortgage when I pay down my principal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-10
Talleyville, DE
Disclosure verification of debt
Debt collection: Mortgage
Not given enough info to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-10
Mount Holly, OH
Cont'd attempts collect debt not owed
Debt collection: Other (i.e. phone, health club, etc.)
Debt was discharged in bankruptcy
Complaint: In XXXX my spouse and I had to file chapter XXXX bankruptcy due to the economy dropping and me losing my job. This loan that is being reported was attached as a XXXX mortgage in was included in our bankruptcy, we have all documents supporting this. The loan was originally thru XXXX which then later was turned over to Resurgent XXXX in XXXX we still owed them XXXX the bankruptcy courts did file a motion and had this loan stripped/voided officially in XXXX leaving us responsible for the amount chapter XXXX bankruptcy agreed on of XXXX was paid on the principal amount due. It was paid off by the end of our bankruptcy in XXXX XXXX. So in the middle of all this somehow the loan was transferred or sold to New Penn Financial services which kindly removed all false info reported to the credit bureaus and we have been fine with them, but when they sold the loan to Shell Point Mortgage Services. Things went very badly Shell Point who is now unfairly reporting to the credit bureaus saying we are 120 days late, since XXXX XXXX, and our last payment to them was for XXXX in XXXX of XXXX. This is nowhere near correct, we do not know who Shell Point Mortgage Services are, we never sent them any money for anything, we have never dealt with them and the loan was not settled with them! That XXXX mortgage loan was included in our chapter XXXX bankruptcy in XXXX, by XXXX was considered stripped/voided in the bankruptcy and the only way we know it is in fact the same loan is because we matched the acct last XXXX numbers they show on the account to the Resurgent XXXX acct that our loan at the time was being paid back too. This was an original XXXX mortgage loan from back in XXXX XXXX. Shell Point Mortgage Services keeps sending false update payment info to the credit bureaus and they are reporting false information about this acct. We need help. Our hands are tied We have XXXX XXXX Firm helping us get all our credit reports corrected, but Shell Point stays XXXX step ahead of them and keeps changing it, they started doing this to me and my spouse last yr in XXXX and keep falsely sending incorrect information about this dead acct in order to keep hurting our credit. We need them to stop!!! We ca n't do anymore we have proven all our info, and what happened in the bankruptcy to Shell Point, to XXXX XXXX, and to all XXXX credit bureaus we do n't know what else we can do. Please help!!! We ca n't afford to hire an attorney to sue this company for harassing us by unfairly reporting false information and updating it whenever they want with the credit bureaus making it look like a current 120 day late acct, when it is not!!! We have recently discovered XXXX XXXX XXXX, Resurgent XXXX XXXX XXXX, New Penn Financial and Shell Point are all related companies, which in turn makes it to where the loan is still being pursued by the same company included in our chapter XXXX bankruptcy.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2015-06-10
FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My husband and I have lived in our house for 3 years and we asked Shellpoint Mortgage ( the current lien holder of our house to perform an appraisal, as we wanted to know how much equity we had in the house at current market value so that we can pay the difference to get it up to 20 % so that we no longer have to pay the PMI. The appraisal was done and we were charged XXXX The value of the appraisal was much lower than the amount on which the county was calculating our property taxes, so I asked for them to send me a copy of the appraisal so I could see where the discrepancy was. It took them nearly a month for us to receive this appraisal ( and I had to call several times to request it ). The appraisal finally came and my husband noticed that the square footage on the appraisal was XXXX, which was XXXX square feet lower than the XXXX that is on record with the county, which resulted in a valuation of our home that was {$10000.00} lower than it should have been ( assuming the same value/sq foot that the appraiser was using on the appraisal ). On XXXX XXXX, I called Shellpoint to request that the appraisal be corrected. Since then ( nearly 4 weeks ago ), I have been calling every few days to check on the status of the correction of the appraisal, and it seems things are not moving forward. They have had plenty of time to correct this straightforward error. Please help. Every month that passes that the appraisal is not corrected is costing us {$170.00} in PMI.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-09
Atl, GA
Other
Mortgage: Other mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-09
Quartzsite, AZ
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My mortgage is serviced by Shellpoint Mortgage Servicing. We, like so many people defaulted on our FHA mortgage during the recession. We filed Bankruptcy Chapter XXXX in XXXX of XXXX and started our plan as directed. Two months into the plan I became ill and had to leave my job. With me not working and not being able to keep up with BK plan our attorney and trustee agreed to convert to a Chapter XXXX and discharged on XXXX XXXX XXXX. At all times during the Bankruptcy our mortgage was with XXXX XXXX XXXX. We started talks with XXXX XXXX XXXX and started a loan modification in XXXX of XXXX. In mid XXXX of XXXX I received a phone call from XXXX XXXX XXXX office of the President and they would not do a modification and my loan was defaulted and sent to the FHA. They even told me that a company named Resurgent Mortgage Servicing would be taking over. For XXXX months we tried contacting Resurgent for three months we were told they had no information on us and to call back. On XXXX XXXX XXXX Resurgent filed foreclosure on us, I quess they knew who we were after all.
Around the beginning of XXXX XXXX we received a letter from Resurgent saying they are changing their name to Shellpoint Mortgaging Servicing.
We are almost retired and decided we wanted to fight to keep our home, it was simply too important to our future. Resurgent would n't even talk to us. Phone call after phone call they kept saying we have no information on you or your property. We were desperate, we wanted help and finally we saw a TV commercial done by the Arizona State Attorney advertising a program called SAVE OUR HOME ARIZONA.
We made contact and found we qualified. We made our first payment on XXXX XXXX XXXX. We had our final Interview on XXXX XXXX XXXX. On XXXX XXXX XXXX we received our confirmation from the State of Arizona Department of housing that we had successfully graduated and our loan would be reinstated sending a check for XXXX which would cover full reinstatement all fees, back payments, and interest paid in full. Also a second check in the amount of XXXX for the reduction of principle also a third check to the Office of Housing FHA-Comptroller Director of Mortgage Insurance in the amount XXXX to clear FHA lien.
Since the Reinstatement we have made every payment on time every month. Shellpoint received the Funds from the State of Arizona on XXXX XXXX XXXX it 's been a rollercoaster ride every since. It took till XXXX XXXX XXXX for Shellpoint to finally apply the funds to the account properly. The word reinstatement must be used by different people different ways. I pay every month, on time, they report to the credit bureaus as Discharged in Chapter XXXX. When I inquired, I was told to put my request in writing, and I did. They wrote back that they report to the credit bureaus as paid as agreed ( I HAVE THE LETTER ). Next when I called again they said it is the LAW, we have to report it as discharged in Chapter XXXX. There is no LAW of credit reporting, it is an agreement between the creditor and the bureau.
For the last two months they have been hitting with a charge of {$90.00} for an appraisal fee from a year ago. I have also paid this, and they always apply the extra payment to principle. So I have to call to get it applied right so far this {$90.00} is still applied to principle.
How are we to get rid of this high interest loan if they wo n't report the loan right? No one will touch us. We had a financial plan to refinance to a five year ARM, and in XXXX of XXXX to do a reverse mortgage, leaving us house payment free and ready to retire.
We have ALL documentation available at your request.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2015-06-09
South Bend, IN
Application, originator, mortgage broker
Mortgage: Conventional fixed mortgage
Complaint: In XXXX of XXXX, my wife XXXX and I, entered into a land contract with Indiana licensed realtor XXXX XXXX, to purchase a home at XXXX XXXX, XXXX XXXX, Indiana for {$180000.00}. We agreed upon and paid to him a down payment of {$12000.00}. Beginning in XXXX XXXX, we made timely monthly payments of {$1400.00}. In XXXX of XXXX, after we had made {$14000.00} in payments on the home we discovered, after being served foreclosure paperwork, that he failed to pay his mortgage causing XXXX, his mortgage holder to foreclose. ( see attached ).
In XXXX, we reached an agreement with XXXX XXXX and XXXX to assume the morgage but the bank never provided the assumption documentation until XXXX XXXX, XXXX. Since that time the Indiana Attorney General 's Office in response to our request did open an investigation. Please find attached, the " Final Order Accepting Proposed Findings of Fact, Conclusions of Law, and Order " Order '' ), '' filed XXXX XXXX, XXXX by the Indiana XXXX XXXX XXXX. Therein, it proves XXXX XXXX stole {$26000.00} from us in the form of monthly payments and down payments which were to be used by him to pay his mortgage, which he did not do. We have also spent more than {$20000.00} on the home for improvements ( new washer and dryer, new furnace, landscaping, etc., ) which the Order notes.
On XXXX XXXX, XXXX, Shellpoint Mortgage Servicing ( " Shellpoint '' ) finally provided us with the paperwork to apply for the assumption of the mortgage of XXXX XXXX on the above referenced property.
Since that time, we have on several ocassions provided documentation to Shellpoint assuming we had fulfilled its requirement, only to then be told either that Shellpoint had not received the requested documents or the documents received were deficient. We were only told of a deficiency after we contacted Shellpoint.
We filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding this matter Case Number XXXX. On XXXX XXXX, XXXX, after receiving and reviewing Shellpoint 's response to the CFPB complaint our Attorney XXXX XXXX responded with a letter to XXXX XXXX XXXX, Shellpoint Mortgage Servicing providing what he was told we would need, an authorization from XXXX XXXX, which he immediately provided.
Last week, after receiving your " Praecipe for Sheriff Sale, '' we understandibly were shocked, an again contacted Shellpoint and was told by XXXX XXXX, Shellpoint Mortgage Servicing, that the we had not responded to Shellpoint 's XXXX XXXX, XXXX, response to their complaint to CFPB ( which had never been mailed, emailed or faxed directly to us but was attached to an email response to the CFPB ) when in fact our Attorney XXXX XXXX memorialized his contact with XXXX XXXX XXXX, Shellpoint Mortgage Servicing, providing her with what she stated she need after reviewing that response. ( See attached ) We are again working with Shellpoint, this time with a XXXX XXXX XXXX, to provide them with documents. You should note that after we spent a week XXXX XXXX, XXXX ( 1 ) being hung up on by " XXXX '' a Shellpoint employebye who apparently did not want to look thru his records for their authorization, ( 2 ) leaving numerous voice mail messages with Shellpoint employees only to be told their call would be returned in 24 hours ( but never were ), they finally reached a gentlemen at Shellpoint that was kind enough to tell them exactly what documentation they need. We are now again in the process of again gathering the documents and getting them to Shellpoint this week.
We have asked Shellpoint 's law firn to cancel the praeciped for a sheriff 's sale as it would seem appropriate to allow the assumption process to be complete.
I an XXXX veteran, this should never happen to veterans.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation