Shellpoint Partners, LLC

2015-05-13

Costa Mesa, CA

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: No Timely Response

2015-05-13

Finksburg, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: PMI REMOVALTo whom it may concern : I refinanced my mortgage loan in XXXX, XXXX with a home value of {$110000.00}. My balance then was {$130000.00} and requires a Private Mortgage Insurance ( PMI ) contribution of {$100.00} per month. A recent appraisal was performed by Shellpoint Mortgage Servicing and accessed at {$100000.00}. I paid an amount of {$420.00} for the appraisal. An appraisal was demanded by Shellpoint in order to determine if I meet an LTV of less than 75 % in order to cancel PMI. When I made an inquiry to cancel PMI, the following conditions needed to be met:1. That my payment is current2. That there are no subordinate liens on the property3. That I have Shellpont Mortgage Servicing request an appraisal at my expense. Depending on my time in my home and other investor factors, my LTV requirement will range from 65 % to 80 % to qualify for early cancellation. 4. That I meet any additional state or investor requirement. Shellpoint would not consider my request for PMI cancellation without my signature acknowledging the conditions above. Having made additional payments to principal, my loan balance of {$75000.00} and current LTV of 72 % for my low risk conventional Fannie Mae loan meets all federal requirements for cancellation of PMI. Shellpoint Mortgage Servicing however, would not cancel my PMI solely because of a decline in value of my home- from {$110000.00} to {$100000.00}, irrespective of a 72 % LTV. In fact, XXXX XXXX, Manager or Team Leader for Shellpoint reaffirms that as a guideline established by Fannie Mae ; that I would have to pay PMI as long as property value is less than {$110000.00} through Year XXXX - the year when PMI is initially scheduled to terminate. With my payment practice and without contributing lump sums towards principal, my loan balance will be near XXXX in XXXX. I asked XXXX XXXX if I am required to pay PMI even with a balance of {$20000.00} and a resulting XXXX of 19.05 %. She remained resolute stating a resounding yes! With that response, I figured I was dealing with -1. An incompetent group without an understanding of what PMI represents2. A group that simply would n't cancel PMI and make up reasons/excuses in the process and refer to such reasons/excuses as investor ( XXXX ) requirement. 3. A group that misunderstands or ( dubiously ) misinterprets the Homeowners Protection Act 's guidance on Borrower-Requested Cancellation : when the principal balance is first scheduled to reach 80 % of original value based on amortization schedule and actual payments and that the property value should not have declined below original value. Shellpoint fails to realize that the decline in value implies that the 80 % LTV will no longer be valid and would lead to the denial of PMI cancellation request. It 's all about LTV!!! Not simply VALUE!!! 4. XXXX, ( the investor ) requirement warrants that the servicer deny the removal of PMI if the property value has declined ( following a certificate of value or full appraisal ). It adds that the borrower can pay down the mortgage balance to the point that satisfies Fannie Mae 's applicable XXXX XXXX or XXXX XXXX ratio eligibility criterion based on the actual principal balance of the mortgage loan and the new appraised value of the property. ( XXXX Guidelines XXXX XXXX, XXXX, Mortgage and Property Insurance, Section XXXX, Page XXXX ) Please see pages XXXX and XXXX. The PMI is not a source of revenue and should not replace interest payments. It certainly should not be paid in perpetuity and must be cancelled when no longer warranted. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-08

Quartzsite, AZ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: my foreclosure is in 1.5 hours from now. shell point is telling me i did not supply my documents in time. i just emailed the supervisor XXXX proof of an email that i sent everything in on XXXX and again on XXXX and sent in the hud and all other documents in. into XXXX shell point stated they have everything. as in a purchase contract hud offer and all the financials. They had them and in order to order an appraisal for the bank shell point has to have all of the documents. they have them all and an appraisal was conducted. now before this foreclosure auction they tell me we do not have enough time. this is absurd is this because i am XXXX & gt ; this is not fair. i am going to contact legal counsel. this jerk XXXX is literally fighting with my counsel on the phone. please postpone the foreclosure date.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-08

CT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We received a trial modification from XXXX Mortgage in XX/XX/XXXX. We made all XXXX payments to XXXX on time. We received a letter from XXXX stating they were transferring our loan and if we did n't get the final modification before it transferred on XX/XX/XXXX our new investor would be sending it to us. Long Story short it has been since XX/XX/XXXX since we have been dealing with Shellpoint Mortgage and to this date we have not received anything from them except for foreclosure warnings and extra fees etc. from them. When I call they tell me to just ignore the, We have continued to make all our payments to Shellpoint everymonth Since XX/XX/XXXX without any statement etc. from them. I have ALL documentation from the lender including XXXX apology letters from them about this matter. I have asked assistance from the State of CT Banking Commission and a HUD Counselor. They have advised me to file a complaint with you as well. They have written and called Shellpoint for the last several months and the matter is still not resolved. This matter is very lengthy I have all letters going back from XX/XX/XXXX from we were approved for a modification, letter dated XX/XX/XXXX from XXXX regarding the transfer of our Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-06

Jonesboro, TN

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt is not mine
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with non-monetary relief

Disputed: No Timely Response

2015-05-06

Charlotte, NC

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: We 've been making regular payments to our XXXX mortgage company but the payments have not been applied. They show on our statements as unapplied payments. The statements also show we are past due and this is being reported on our credit. We 've made several attempts to contact the lender, sent an email to their escalation dept but nothing is being done. Meanwhile our credit is being affected and we have close to {$1000.00} credit. How can a company accept payments, not apply them then place a negative report on the consumers credit? We were told by XXXX rep that the ARM was being reviewed but why are we being penalized? Please help us!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-05-06

Mission Viejo, CA

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

2015-05-05

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced my home on XXXX XXXX, 2014 with New Penn Financial. In the mortgage document that was executed was an automatic payment enrollment form that states that I can have XXXX Mortgage Servicing ( New Penn 's mortgage servicing arm ), withdraw funds from my checking account biweekly on the start date that I specify. I specified XXXX XXXX. ( By having funds withdrawn bi-weekly, I pay down the principal faster. ) XXXX did not withdraw on the XXXX but waited until the XXXX. I objected that the XXXX was out of sync with my payday and that I wanted the agreement honored. They stated that they only draft accounts on XXXX dates each month and that I had no choice what date they drafted. When I objected they took me out of the biweekly withdrawal program and charged me a late fee. I 've been paying biweekly on my paydays since but because I out of sync with their schedule they charge me a late fee plus I am not getting the principal advantage because they do not honor my payments a paying down the principal. To get this advantage they say that I 'd have to pay an additional XXXX up front. I want them to honor their agreement, deduct my account on the date specified in the mortgage agreement, and credit my account with principal pay down. I 've filed XXXX Better Business Bureau complaints and they 've failed to respond to either. They call to remind me that my payment is late every month.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: Yes Timely Response

2015-05-04

OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: The issue at hand is my servicer Shellpoint. I have been trying to resolve the issue of my past due payments with Shellpoint. Over the past few years and months I have received correspondences from Shellpoint with different past due amounts. I would like to know : Why the amounts past due keep changingHow did the past due amounts jump from only {$190.00} in XXXX XXXX to {$800.00} in XXXX XXXX. I have received my payment history from Shellpoint, but there seems to be fees that were told to me verbally that do not appear to be in the payment history, or, I may be misunderstanding my printout. It was told to me that there was a " Third Party Recovery fee '' of {$250.00}. What was the fee for? In XXXX XXXX, there was an insufficient funds charge for a check that bounced, I mailed in a money order for {$140.00} to cover the insufficient funds ( {$20.00} ) and my payment of {$120.00}. I feel I do not owe the {$20.00} insufficient fee because I paid it along with my mortgage payment. Can Shellpoint please explain to me how my payments are applied, to principal and interest, escrows or fees which is applied XXXX? Last year in XXXX XXXX, I spoke with a Rep at Shellpoint, do believe her name was XXXX, I called XXXX and we set up a payment of {$110.00} in addition to my regular payment that comes out of my account electronically. I sent in the additional payment of XXXX and it was returned stating that I did not have send in a full payment. Please help me get this straightened out once and for all. I would like to know what do I actually owe that is past due? XXXX amount, not several different amounts. I have attached documentation to support my complaint. Thank you kindly for attention to this matter.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: Yes Timely Response

2015-05-04

Bellaire, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: XXXX XXXX XXXX illegally and without any authority from the Trustee transferred our loan to Shellpoint Mortgage Servicing, I filed an appeal with Shellpoint regarding the our eligibility for a MHA HAMP Tier 1 modification and requested thorough documentation of the process, including an NPV. To date Shellpoint has not responded to our appeal, dated XXXX XXXX, 2015 ; and is having their vendors call and harass us, stating they are giving us " verbally '' notification of foreclosure. These vendors are in XXXX or XXXX. This is also illegal and this office need to contact XXXX, a MHA participant for not complying with the rules and guidelines in which cfpb is to enforce compliance. Furthermore, I have disputed the manner with cfpb, and to date no assistance what so ever.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-01

Liverpool, TX

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My name is XXXX XXXX my husband and I was a customer of XXXX Mortgage and then XXXX XXXX XXXX purchased the account. Since 2014 around about XXXX we asked for a home mortification and learned XXXX XXXX XXXX was told by The State Attorney Office in a Lawsuit to help people keep there homes in XXXX 2014. XXXX XXXX XXXX sold our account to Shellpoint Mortgage again we were told to submit paper to work to help us save our home. No one at XXXX Mortgage has worked with us, all income and bank statements proved we have gotten back on our feet to save our home. We have left messages and again no one will help us. My husband received a XXXX and we got behind while he was recoving XXXX. We need the help the was promised to us!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-01

Scottsdale, AZ

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

2015-04-29

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: Water came into my kitchen from a broken pipe at XXXX XXXX XXXX XXXX. XXXX, GA XXXX. I share a wall with this townhouse. The address is a foreclosure and XXXX XXXX XXXX is the mortgage holder now. I have been fighting this issue since XXXX 2015. My only contact at XXXX XXXX is XXXX. She has at times been friendly, sometimes hostile but never comes through with a solution. I feel as though I am being ignored. I do n't know if I have mold growing under my linoleum or in the wall. The water continued to come in for a month because there was no way to enter the house and everyone I contacted blamed it on someone else. I hired a plumber who told me it was coming from # XXXX. He could reach into a broken section of their garage and could feel the standing water. Finally the original mortgage company, XXXX XXXX, sent out XXXX men who entered the house and fixed the pipe. On XXXX/XXXX/15 an inspector was at # XXXX. He would not tell me who sent him, but only said they wanted to know what the lady next door ( me ) was complaining about. He said there was a leak in every room and possibly black mold in the sunroom. The roof at # XXXX has been soft for years. The hole in the roof over the sunroom has been there for more than 6 years.
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

2015-04-24

San Francisco, CA

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

2015-04-24

Tacoma, WA

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

Disputed: No Timely Response

2015-04-24

Bremen, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan was sold to Shellpoint Mortgage Servicing, XXXX, SC, My payment is due on the XXXX of the month, but not late until the XXXX of the month. By the XXXX of the month, I am getting phone calls on my job, home & cell phone from XXXX to XXXX everyday, from XXXX to XXXX times a day. I 'm not even 30 days behind, and if i 'm late, I simple pay the late fee when i 'm late with no problem, but I still get the calls all day long and I ca n't block their number. I could see if I was XXXX to 180 days behind to get the calls, but I 'm just late, and I still get these calls every month for the past year. I have contacted them several times, to stop robot calling me everyday. This is harassment!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-23

Encinitas, 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

2015-04-22

Leeton, UT

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: After several years of stalling, Shellpoint Mortgage Servicing finally agreed to execute a deed in lieu of foreclosure. The deed in lieu was recorded on XX/XX/XXXX and the mortgage satisfaction was recorded on XX/XX/XXXX by the XXXX County ( NY ) clerk. After several calls and letters to Shellpoint, they are still unwilling to provide documentation that confirms the closure of my account, to correct the information on my credit report or to provide a XXXXfor tax purposes. This includes several calls I made requesting a status, and most recently emails on XX/XX/XXXX & XX/XX/XXXX and a letter that was sent ( and tracked ) to several recipients on XX/XX/XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: Yes Timely Response

2015-04-21

Columbia, SC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-04-21

Carmel, NJ

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

2015-04-21

Natrona Hts, PA

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

2015-04-20

Catalpa, VA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-04-20

Los Angeles, CA

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

2015-04-17

Cooper City, FL

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

2015-04-15

Staten Island, NY

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