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 63
2017-08-28
Manhattan, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-24
MN
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Foreclosure sale is Monday XXXX XXXX, XXXX.
We have asked for short sale to non-profit and have been unable to get cooperation from the lender. We have provided them with contractor estimates, but they have been unwilling to review them and accept them. They are misrepresenting the condition of the house to the lenders for the foreclosure sale. We have sent them a qualified written request in XXXX, XXXX and again today, XXXX XXXX, XXXX.
They do not seem to be willing to review the actual condition of the house.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-24
Fresno, CA
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I have a HELOC loan. Originally with XXXX XXXX as interest only. sold 3 times from XX/XX/XXXX. each time it was sold i confirmed with new servicer what agent originally told me, that loan was interest only for life of loan. current servicer is XXXX XXXX. Horrible customer service. Sold approximately 7 months ago.
First payment amount incorrectly calculated. called, they said too bad that 's the way it goes and " it will all work out in the end ''. the first payment was {$500.00} above what i owed, i paid, the next month it was credited. I HAVE NEVER MISSED A PAYMENT OR BEEN LATE EVER WITH ANY SERVICER, INCLUDING THIS ONE. Payment due date on XX/XX/XXXX of the month.
Next several monthly statements all have 3 figures on them, " Principal balance '', " credit limit '' and " previous balance ''. none of those figures make sense, as have all changed and appears balance which interest is being calculated on is going up, not down. Payment interest only was around {$1100.00}. always paid that. XX/XX/XXXX went up to XXXX called and tried to understand but little help. Paid it.
Called to find out XX/XX/XXXX payment and told it was now {$3000.00}, up a total of {$1900.00} additional in 2 months. Started calling on XX/XX/XXXX re problem. No help, rude people. Talked with XXXX on XX/XX/XXXX. Talked with XXXX XX/XX/XXXX. another call XX/XX/XXXX. Talked with XXXX XXXX XX/XX/XXXX. XXXX XX/XX/XXXX. XXXX XXXX XX/XX/XXXX. Told her XXXX XXXX had called me, i talked with her, she agreed there was something wrong but was leaving that day for vacation of 2 weeks and was turning over to XXXX XXXX (? ) to do a spreadsheet on what was happening and he would contact me. NO RESPONSE at all.
Told her NOT TO SEND ME TO XXXX 's VM as i knew she was on vacation. She put me on hold and next thing was XXXX 's VM even though i had told her.
Called back and asked for XXXX. Was told by XXXX XXXX ( really nice woman finally ) that i knew he worked in the evening but had been 5 days since XXXX referred to him and still no WORD. She gave me name of XXXX 's supervisor, XXXX XXXX, but he was in a meeting. She was going to send him URGENT email as well as put me through to his VM and i left an urgent message.
This company is absolutely horrible to deal with. I believe there calculations from the very beginning may have been wrong, and no one is willing to take on a request for explanation of recalculations of payments or any responsibility as i can see. I hoping for some help from XXXX. I will see. BUT I DO NOT RECOMMEND THIS SERVICING COMPANY AT ALL. I intent to also file a complaint with the State of South Carolina where their home office is located, as well as the State of California where i am located.
I can not imagine how many other people are or may be being overcharged on their mortgage payments and no oversight and/or losing their homes to this company where you ca n't get any help. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-24
New Britain, CT
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-24
Kenwood, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2017-08-23
Keyport, WA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: We attempted to sell our home in a short sale. On XX/XX/XXXX, Shellpoint Mortgage informed us that our short sale was approved, with an offer price of {$500000.00}. Due to an issue with junior lien payoffs, the approval letter expired, and we were forced to start the short sale process over again in XX/XX/XXXX. After several months of back-and-forth regarding a document that Shellpoint had originally approved, but later demanded needed repeated conflicting edits, we were informed that all documents were submitted into the file. Shellpoint then told us that while we were working on the edits to the document, the broker price opinion had expired and needed to be renewed. They then told us that the BPO came back with a value of over {$640000.00} - an increase of {$130000.00} in four month 's time. We sent in a value dispute and they refused to review it. They are now setting a foreclosure sale date on the property. We reviewed the BPO and found the comps to be questionable in that there were several comps in the area that presented a more similar and accurate representation of the value of the property, which was closer to the originally approved offer price. We believe this is an attempt by Shellpoint to manufacture a reason to decline the short sale to take back the property, and/or a lack of due diligence on their part.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-23
Gilroy, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-23
Garrett Park, MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Homeowner has been working a short sale and attorney for home owner has been in constant contact with lender. Attorney was advised that we are in a value dispute. Attorney was never advised of a scheduled sale date. There was apparently a sale date scheduled for X/XX/2017. Lender clearly dual tracked this file. Lender at no time advised attorney for borrower as to sale date despite constant contact with lender and contact less than 24 hours prior to the scheduled sale date.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
Grosse Ile, MI
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Our loan originated with XXXX XXXX XXXX XXXX in XX/XX/XXXX. We continued to make mortgage payments and tried to contact XXXX XXXX with questions about the structure of our mortgage, only to find that XXXX XXXX XXXX took over the company. We requested proof from XXXX XXXX XXXX on mortgage ownership. They sent the requested documentation. After reviewing the mortgage documents, we noticed that both of our signatures were forged on some documents. Shellpoint Mortgage Servicing bought the servicing rights. now they have ignored our requests to send paperwork to support their claims of an fraud investigation into our case. They have pushed to Sheriff Sale our home XX/XX/XXXX. We paid our mortgage payments consistently on time every month on a 30 year interest only loan up until I lost my job. We are disputing the {$230000.00} amount stated in the letter sent by XXXX XXXX. Our records indicate that we owe less than 50,000 dollars on the home. Upon reading newspapers and seeing news reports, it was revealed that we were victims of Predatory Lending.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My family and I are victims of Financial Fraud and Mortgage Fraud by XXXX XXXX XXXXXXXX, XXXX, Shellpoint Mortgage Servicing and a long line of fraudulent Lenders, Servicers and their complicit lawyers, related to a {>= $1,000,000} 1st Mortgage on our Family Farm in Maryland. I have filed a Fraud Complaint in XXXX County Circuit Court, Case # XXXX on XX/XX/XXXX, which outlines their fraudulent actions against us and we also attached our forensic experts report to the Compliant which states that the XXXX XXXX XXXXXXXX Mortgage on our Family Farm was securitized by XXXX XXXX XXXXXXXX back in XX/XX/XXXX under XXXX XXXX, without our knowledge and sold off on XXXX XXXX and still appears on the SEC console under XXXX XXXX today, among many other violations. It certainly appears that our mortgage should have been part of the {$16.00} Billion Historic Settlement between the Department of Justice ( DOJ ) and XXXX XXXX XXXX dated XX/XX/XXXX, yet no one ever contacted us about it and we only learned of this Settlement just recently. In addition, we have filed a Motion to Consolidate our Fraud Case with the banks XXXX County Circuit Court Foreclosure Case # XXXX, which they filed against me to steal our very valuable Family Farm from us. We have also filed Complaints with the FBI as well as the Office of Inspector General, Department of Housing and Urban Development, the Office of the Attorney General and the Office of the Comptroller of the Currency ( OCC ). In fact, it was the OCC who urged us to file this Complaint with the Consumer Financial Protection Bureau ( CFPB ). They felt we have very valid issues and advised us that Shellpoint Mortgage Servicing, as the current mortgage servicer, is ultimately responsible for getting the numbers correct from the beginning of the loan and they can not proceed to foreclosure until they go back to the beginning and correct ALL accounting irregularities, including the accounting irregularities we have pointed out to them. In addition, given the size of the Lenders and since we have multiple Lenders and Servicers involved, the CFPB is better suited to help us. Therefore, to address our current foreclosure issues, they suggested that we contact the CFPB, the appropriate supervisory agency for Shellpoint. Background and History We purchased our Family Farm on XX/XX/XXXX for {>= $1,000,000} all cash. This was the single largest investment we made as a family. We were approved by XXXX XXXX XXXXXXXX for a {>= $1,000,000} construction loan/re-financing and due to their many misrepresentations, ultimately closed on a {>= $1,000,000} re-financing on XX/XX/XXXX, leaving us {$500000.00} short to complete our contracted construction project. We were forced to use our savings to pay the contractors as much as we could to try to make up for this enormous shortfall by XXXX XXXX XXXX. We experienced a life changing medical issue with my wife in XX/XX/XXXX and as a result she passes out with great frequency, is almost completely bed ridden and requires 24/7 supervision and care. After numerous requests for assistance, XXXX XXXX XXXXXXXX did not provide notice of loss mitigation options until XX/XX/XXXX, at which point we submitted a complete loss mitigation package on XX/XX/XXXX containing our most personal and financial information and were provided acknowledgment of receipt. This first complete loss mitigation package went unanswered. On XX/XX/XXXX we received notice that our loan was being sold/transferred from XXXX XXXXXXXX XXXX, XXXX to XXXX XXXX XXXX. On XX/XX/XXXX XXXX XXXX XXXX offered a suggested settlement or short payoff of {$600000.00} and told me that they purchased the loan from XXXX XXXX XXXX at a great discount and that XXXX XXXX XXXXXXXX took a big loss on it, I requested time to try and make it happen. After many back-and-fourth 's they suggested that we submit a loan modification request package, which was submitted to XXXX on XX/XX/XXXX, with receipt confirmation dated XX/XX/XXXX. The package went unanswered. We submitted another complete mortgage assistance package and they confirmed receipt on XX/XX/XXXX. Still no answer. On XX/XX/XXXX we submitted another complete loan modification request package and we continued communicating with XXXX XXXX and the XXXX escrow department by email up until XX/XX/XXXX. They were not aware of what was happening and suddenly our calls and emails went unanswered. It was then revealed that the mortgage was again sold/transferred, this time to XXXX XXXX XXXX. We had no choice but to start all over again. From XX/XX/XXXX to XX/XX/XXXX the file was assigned to three different single point of contact ( SPOC ). Through XX/XX/XXXX XXXX had assigned a total of eight different SPOC 's to the loan. On XX/XX/XXXX we were provided notice that the loan would be transferred to Shellpoint and that the loan was actually sold to a new investor/owner on XX/XX/XXXX. So, we were required to start all over again. Immediately upon receipt of notice of transfer I called Shellpoint on XX/XX/XXXX several times and was given one point of contact, XXXX in their loss mitigation department, who apparently seemed professional and compassionate regarding our hardship and story. On XX/XX/XXXX we received notice that Shellpoint assigned a new single point of contact, XXXX XXXX. As requested, we submitted another complete borrower assistance package on XX/XX/XXXX. The package consisted of 83 pages containing our most personal and financial information as well as HIPAA protected health information on my wife 's very serious medical condition. The same day, confirmation of receipt of the complete package was received by Shellpoint and stated it would take 30-60 days to process and to sit tight until we heard back from Shellpoint. On XX/XX/XXXX we received a letter stating that we had not sent documents as required. That same day I called and was told that ALL of the documents were confirmed received and the file was still in review and all is well. On XX/XX/XXXX we made another request for loss mitigation options. Shellpoint then required that we submit another complete package. On XX/XX/XXXX we submitted another complete package with all updated supporting documents. On XX/XX/XXXX a notice/letter was provided stating that our request was complete and in process and further stated that they would not refer the mortgage/property to foreclosure ; or if the process had already started they would not initiate a sale, which they did. We had to file a bankruptcy to stop the sale and this went on and on. Shellpoint 's numbers were so far off from reality, it was totally impossible to get a representative to understand our position as I was told that the numbers on their screen were accurate. They were not! Shellpoint stated that our interest rate was 7.375 % and our monthly mortgage payment was {$9200.00}, when the actual interest rate per our Adjustable Rate Note was actually 2.875 % and our monthly mortgage payment was {$3500.00}, which we were trying to modify. It was apples and oranges and I could n't get anyone there to see it as it should be. Shellpoint testified under oath that the current interest rate was 7.375 % with a monthly mortgage payment of {$9200.00} per the adjustable rate note. However, the documents speak for themselves. The actual documented interest rate per the Adjustable Rate Note is based upon 1 YEAR XXXX plus 2.25 %, which averaged out during the past five years to approximately an annual percentage rate of 3 % with a monthly payment of approximately {$3800.00}. After years of both written and verbal notifications of these egregious accounting errors no effort was made to right the wrong. This fraudulent conduct prevented us from receiving a proper mortgage modification as required by federal banking laws. As detailed in our forensic experts report we were eligible and qualified for a loan modification based upon the experts review of our submissions for loan modification and using the correct numbers per the Adjustable Rate Note. NO attempt was made by the banks or servicers to correct their accounting errors putting us into a fraudulent and financially insurmountable category of owing 256 % more than the actual required monthly payment as reflected by the loan documentation. Years of requests by us to get this corrected were constantly ignored and never passed on to alleged assignee 's and/or Servicers of the mortgage. Years later we discovered in the Official Land Records of XXXX County that on XX/XX/XXXX XXXX XXXX XXXX, XXXX Sold/Assigned our XXXX XXXX XXXX to XXXX XXXX XXXX XXXX and on XX/XX/XXXX XXXX XXXX XXXX XXXX Sold/Assigned our XXXX XXXX XXXX directly to a XXXX XXXX, both of which are well after Shellpoints involvement and the notices of XX/XX/XXXX and XX/XX/XXXX as stated above. So, it appears that XXXX XXXX XXXX, XXXX was the owner of the mortgage all the way up to XX/XX/XXXX, which completely contradicts what we were told from each, as stated above and WHY did XXXX XXXX XXXX XXXX Sell/Assign the mortgage less than 4 months after purchasing it from XXXX XXXX XXXX, XXXX? Something is very wrong here. On XX/XX/XXXX, Shellpoint took our Family Farm to a foreclosure sale based upon these fraudulent numbers and actions and we are working with the authorities to stop if from conclusion, as we will be left homeless, with a completely XXXX wife/Mom and our Family Farm business stolen from us, all under false pretenses. I have assembled 6 large binders, all in chronological order, containing all of these documents and more and are happy to provide them at the appropriate time and upon your request. These banks and servicers MUST be held accountable for these horrific actions. Thank you so much for your very kind help!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
Mount Holly, OH
Attempts to collect debt not owed
Debt collection: Mortgage debt
Debt was already discharged in bankruptcy and is no longer owed
Complaint: XX/XX/XXXX XXXX QWR NOTICE OF ERROR Loan : XXXX Subject Property : XXXX XXXX XXXX XXXX XXXX, Ohio XXXX Owner XXXX XXXX XXXX XXXX. Last 4 of XXXX XXXX Mailing address : XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX. Ref : CFPB report XXXX I filed a Notice of error attachment XXXX Notice of Error along with all of my statements that the loan servicing company XXXX XXXX was attempting to collect Discharged Bankruptcy Debt. Each of the exhibits I presented in this attachment listed a cram down debt that was not collectable and illegal to ask for. See attachments in report XXXX. Shell point responded to my Notice of Error with a correspondence letter on XX/XX/XXXX. Per this letter shell point states Shellpoint acknowledges your concerns regarding the history of the debt. Reviewing the loans history indicates that we previously received similar inquires. We have enclosed those responses, as we believe they have been address the majority of your concerns. As conveyed in the attached, Shellpoint confirmed that the previous mortgage servicers updated the loans terms to reflect those stipulated in the Reaffirmation Agreement. In an attempt to clarify just what Shellpoint is stating I am break this statement down so that we can see how Shellpoint dictated this letter what I believe was in a vague almost deceptive path on the facts and responsibilities of the loan servicer I had brought to XXXX XXXX XXXX XXXX and their loan servicing companys Shellpoints attention. Shellpoint acknowledges your concerns regarding the history of the debt. Reviewing the loans history indicates that we previously received similar inquires. At this point Shellpoint has reviewed my loan and studied the exhibits and now acknowledges on record that the previous loan processor has been in violation of the CFPB and the Bankruptcy code by listing and demanding the discharged debt on the 30 plus statements and also in a payoff statement that I provided in my CFPB report XXXX. We have enclosed those responses, as we believe they have been address the majority of your concerns. Okay so nothing new to state just the something that was stated before but now Shellpoint has the an issue and under the loan assumptions rules per the CFPB this now is the new investors XXXX aka XXXX XXXX problem. I have now forwarded all of the illegal statements with my supporting evidence of the violations on my loan. As conveyed in the attached, Shellpoint confirmed that the previous mortgage servicers updated the loanss terms to reflect those stipulated in the Reaffirmation Agreement. And here it is Shellpoint finally confirms that the loan was updated by the pervious servicer to reflect the court order reaffirmation agreement the only thing that they so deceptively or vaguely forgot to mention was that it was not updated until XX/XX/XXXX which was 5 years after it was court order and filed by a federal JUDGE. Companys responsibility to comply with the Non-Performing Loan sales rules and regulations per the loss waterfall mitigation and abide by correct and if need be settle any disputes as follow all my properties are post XX/XX/XXXX. I have highlighted in red a portion of the Rules and Regulations that are not being followed by Shellpoint or XXXX aka XXXX XXXX. I have had 6 loans make there was through the NPL non-performing loan sales at which XXXX received the winning bid on all 6. Below I have included the outline for the sales requirements. Fact Sheet NON-PERFORMING LOAN ( NPL ) SALE REQUIREMENTS XX/XX/XXXX On XX/XX/XXXX, the Federal Housing Finance Agency ( FHFA ) announced enhanced non-performing loan ( NPL ) requirements for sales of NPLs by XXXX XXXX and XXXX XXXX ( the Enterprises ) that will reduce risk to taxpayers by transferring it to the private sector. FHFA believes that the sale of severely delinquent loans through NPL sales will reduce Enterprise losses and improve borrower and neighborhood outcomes. The enhanced NPL sale requirements draw upon the experience of XXXX XXXX two pilot sales of NPLs last year and this year. The loans in these two transactions have an aggregate value of approximately one billion dollars in unpaid principal balance. The loans included in NPL sales will generally be severely delinquent typically more than one year past due. FHFAs goal is to achieve more favorable outcomes for the Enterprises and for borrowers by providing alternatives to foreclosure wherever possible. In addition, reporting by servicers on borrower outcomes will be required after the transactions close, which will allow the Enterprises to document whether the desired outcomes are being achieved. Future NPL sales by the Enterprises must meet the enhanced requirements, which include the following : Bidder qualifications : Bidders will be required to identify their servicing partners at the time of qualification and must complete a servicing questionnaire to demonstrate a record of successful resolution of loans through alternatives to foreclosure ; Modification requirements : The new servicer will be required to evaluate all pre-XX/XX/XXXX borrowers ( other than those whose foreclosure sale date is imminent or whose property is vacant ) for the U.S. Department of the Treasurys Making Home Affordable programs, including the Home Affordable Modification Program ( HAMP ). All post-XX/XX/XXXX borrowers ( other than those with an imminent foreclosure sale date or vacant property ) must be evaluated for a proprietary modification. Proprietary modifications must not include an upfront fee or require prepayment of any amount of mortgage debt, and must provide a benefit to the borrower with the potential for a sustainable modification ; Loss mitigation waterfall requirements : Servicers must apply a waterfall of resolution tactics that includes evaluating borrower eligibility for a loan modification ( HAMP and/or proprietary modification ), a short sale, and a deed-in-lieu of foreclosure. Foreclosure must be the last option in the waterfall. The waterfall may consider net present value to the investor ; REO sale requirements : Servicers are encouraged to sell properties that have gone through foreclosure and entered Real Estate Owned ( REO ) status to individuals who will occupy the property as their primary residence or to non-profits. For the first 20 days after any NPL that becomes an REO property is marketed, the property may be sold only to buyers who intend to occupy the property as their primary residence or to non-profits ; Subsequent servicer requirements : Subsequent servicers must assume the responsibilities of the initial servicer ; Bidding transparency : To facilitate transparency of the NPL sales program and encourage robust participation by all interested participants, each Enterprise will develop a process for announcing upcoming NPL sale offerings. This will include an NPL webpage on the Enterprises website, email distribution to small, non-profit and minority- and women-owned business ( MWOB ) investors, and proactive outreach to potential bidders. Additionally, each Enterprise will host training sessions for interested non-profit and MWOB investors to facilitate better understanding of the NPL sales process. The Enterprises will also offer small pools of NPLs, where feasible ; Reporting requirements : NPL buyers and servicers, including subsequent servicers, are required to report loan resolution results and borrower outcomes to the Enterprises for four years after the NPL sale. These reports will help inform whether to make future changes to NPL sales requirements and determine whether an NPL buyer and NPL servicer continue to be eligible for future sales based on pool level borrower outcomes, adjusted for subsequent market events. Consistent with applicable law, FHFA and/or the Enterprises will provide public reports on aggregate borrower outcomes at the pool level. Fannie Mae : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX have seen a history of improper implantation of the NPL regulations by Shellpoint and XXXX both not acknowledging inaccuracies of the pervious loan servicer and when I disclosed to them in a CFPB report neither are mitigating to a mutual beneficial conclusion on post-XX/XX/XXXX debt as per the rules state that borrowers ( other than those with an imminent foreclosure sale date or vacant property ) must be evaluated for a proprietary modification. For example in XX/XX/XXXX I had a loan on a property purchased by XXXX at that time the loan did not have an imminent foreclosure sale date but was under litigation and the property was occupied not vacant. Neither XXXX nor Shellpoint ever notified the court about the sale of the note or the transfer of the mortgage servicing rights from XXXX to Shellpoint. I believe that this should have been disclosed to the courts within maximum 90 days of the sale the least. But Shellpoint only contacted the lawyer that was representing the previous loan servicer and kept moving forward towards procuring an imminent sale date still using XXXX name filing documents in the case as though they still had an interest in the property. I was not asked or informed of any modifications options or loss mitigation options. I was backed into a corner by Shell point and the investor XXXX making it clear that all of the serious illegal issues that I had with the previous loan servicer such as asking for and listing on my monthly statements discharged bankruptcy debt was being ignored by Shellpoint and XXXX. The day before the sale I received a call from shell point offering a short sale option. I believe this was offed because the property was only appraised for half of what they were asking for and if sold at the sheriffs sale the property might have sold for less. This complete neglect of the NPL rules cost both me and the XXXX time and money. Shell point did not follow the NPL sales rules of loss mitigation on my loan in XX/XX/XXXX and has failed again as of today forcing my hand to again to file a complaint for the reasons of : 1. I have not been given a modification that makes sense. The offer that was presented would only serve the investor with me no way out of the property. The offer was the investor taking any money allegedly owed on the note adding it to the principle balance which was doubling the amount of the note to {$65000.00}. The investor and Shell point listed a payment of {$400.00} dollars a month and stated that if I made 3 monthly payments they would permanently modify my mortgage loan. I found an issue here Shell point failed to list an interest rate or any terms with this proposal and when I contacted Shell point about my concerns I was refused the agreement and was never given another option. 2. I received a letter from Shell point stating that the investor would not accept a deed in lieu of foreclosure now leaving me now with only litigation cost piling up daily. But whats interesting is that I never offered them one. 3. I did offer a short sale to the investor to get out of the loan. Shell point denied the offer and would not even counter. This type of action would only constitute that the investor has 1. No real idea of the value of the property. 2. Has not been notified by Shell point of the pervious loan servicers mismanagement of my loan in which now they have assumed the responsibility of per the NPL sales rule Subsequent servicer requirements : Subsequent servicers must assume the responsibilities of the initial servicer ; and by incompetence of not compiling to the Bankruptcy code and CFPB rules or at least the making some kind of sanction or adjustment in my favor on my loan in good faith for the mismanagement of my loan to accommodate me and get this loan back on track. CONCLUSION : As of today Shell point and XXXX has once again taken the complete opposite direction of the rules and regulations of the NPL sales. They have manipulated the courts the NPL and CFPB rules that govern my loans in their favor to position themselves to take the property and back me into a corner. I only have one loan let with this servicer and investor so if a war is what they are wanting I will have them explaining their actions to a Bankruptcy Judge. I feel that if XXXX aka XXXX XXXX and Shellpoint has been clever enough to figure out how to move though the system without being detected of any wrong doing someone needs to blow the whistle on these illegal actions. Again I have listed all of my Exhibits in a previous report XXXX which was either ignored or vaguely glanced at by Shell point and XXXX leaving issues half explained away but never resolved. XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
Arco, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I continue to seek an equitable solution from my lender, XXXX XXXX to resume making mortgage payments. The California Homeowner 's Bill of Rights states that a homeowner has a right to know who their lender is, and to be able to make contact with them. The recorded message at XXXX XXXX XXXX states, " Hello, if you are calling because the owner of your loan, please listen to the following message. The servicer of your loan is required to provide you with this telephone number under new regulations. The servicer of your loan was given the authority by the owner of the loan to make all decisions concerning the terms of you loan. The servicer is the only party who can make these decisions including whether to modify your loan, and you should contact them if you have not done so already. If you are in contact with your servicer, please continue to seek guidance from them .... '' The servicer of the loan, Shellpoint Mortgage Servicing, continues to say that XXXX XXXX makes all the decisions. In Shellpoint 's literature under the title of " Need Mortgage Help, '' it states " Our mission is simple : We 'll do everything we can do to keep you in your home. Our philosophy is : let 's work together to find the right solution that works for you. '' Among the loss mitigation options are 1. an interest only loan with a balloon, 2. missed payments and penalties put on the back end, 3. Forbearance, 4. Loan Modification, among other options. A recent conversation with them revealed that they do not offer any of those except for a modification or short sale. The modification available reduces the mortgage by a few hundred dollars. Given this, I retained the services of XXXX XXXX, an attorney at XXXX XXXX to assist me in communicating with the owner of the loan. I will refer back to XXXX. A previous CFPB complaint I filed revealed this : " ... the servicer informed you that the investor of the loan ( is ) The XXXX XXXX XXXX XXXX XXXX as Trustee on behalf of XXXX, XXXX, Alternative Loan XXXX. Please note that the XXXX XXXX XXXX XXXX XXXX is the trustee, an independent party responsible for administering the trust for the benefit of investors. The trustee is the owner of the mortgage solely for the benefit of the investors, who are the true beneficial owners of the mortgage. '' The XXXX has never responded to XXXX XXXX or to me. Shellpoint did respond to XXXX XXXX 's letter by stating that ( in effect ) the guidelines for my loan or modifications thereof, are " the guidelines set forth by the Consumer Finance Protection Bureau. ''
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-21
Knoxville, TN
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-19
Cheverly, MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I filed, bankruptcy last XXXX XXXX to stop foreclosure on our, home for years we had tried to work with XXXX XXXX XXXX and got no help. Then we got an new lender Shellpoint got the same services no help, when you called you get all these reps who do n't speak XXXX and give wrong advice.So as years went on illness, divorce, and loss of business, and still no help from lender, when I filed bankruptcy I had no idea that the lender would work out a deal with the Trustee ( XXXX XXXX ) instead of working with the homeowner. The Trustee have not meet the contract agreement to sale the property by XXXX XXXX But the lender is still working with them. On XXXX XXXX XXXX the trustee went to court asking for the stay relief to be granted to give him rights to sell the entire house due to no equity is in the house. So it was granted and my mother 's bankruptcy was dismissed giving her power to control the sale of her home. Leaving our family to become homeless so trustee and his realtor will make a profit. Shellpoint has failed to help my family. If you look on page 7 the Trustee admits that the lender is not willing to do a loan modification. But instead is willing to do ( XXXX XXXX ) I hope this lender will never get a chance to do another family as they have done mines. Along with this complaint I have attached documents to support my complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-18
Jamaica, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-18
San Clemente, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-17
Issaquah, WA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-17
Benicia, CA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-16
Marshfield, MA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-15
New Market, AL
Unexpected or other fees
Credit reporting, credit repair services, or other personal consumer reports: Credit repair services
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-15
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-15
Allenwood, NJ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I purchased my townhome in XX/XX/XXXX and I 've never been late on a mortgage payment. Shellpoint Mortgage took over my loan in XX/XX/XXXX and proceeded to tell me that I did not have insurance on my property. My Mortgage always included my Taxes and Insurance as my total payment. When they recieved my loan, they did not pull the information from my previous lender. Shellpoint notifies me in XX/XX/XXXXthat they have placed Lender Hazard insurance on my property due to the fact that they did not have the exterior policy information from my previous lender. I received a notice from Shellpoint in XX/XX/XXXX saying my mortgage payment was going to increase almost $ 400/mo due to an escrow deficiency. I immediately contacted my Homeowner 's association and had them fax over the documents on XX/XX/XXXX ( Which I have documented was included on the fax they sent to Shellpoint with proof of receipt ) I called Shellpoint on Friday, XX/XX/XXXX to confirm they recieved the documents. The associate said they did and they will re-run an escrow balance to get everything taken care of. I was told to give it a week and I will receive a letter from them with the changes. I heard nothing from them until I reached out on XX/XX/XXXX to get an update and I was told nothing was sent over. I immediately asked to speak with a Manager. I was called on that evening by a Manager stating her name was XXXX XXXX, she stated they did n't recieve the right paperwork and asked me to send her the documents from my Homeowners Insurance company, which I gladly did. I had verbal confirmation from XXXX XXXX that the document I sent her is what she needed and everything will be taken care of. She told me she would be my direct contact going forward and provided me her information. However, the information she provided me on her E-Mail signature was wrong in an effort to mislead me from calling the office to check on things. I have her correct phone number on my caller ID from when she reached out and I left multiple voicemails and sent multiple emails directly to her which all went unanswered.
I finally called back on XX/XX/XXXX and spoke with XXXX XXXX XXXX who put me through the same hurdles. After sending her the documents that I initially forwarded over to XXXX XXXX, I was specifically told that she spoke with someone in the insurance department and the escrow would be updated. I was told that when it comes time to make my payment, to call her on XX/XX/XXXX and specifically ask for her and she will be able to allow me to pay the original {$1200.00} that was what I have been paying for years.
Today is XX/XX/XXXX, I called and asked for XXXX XXXX as agreed upon and it just so happens she was not available and neither was XXXX XXXX. I spent multiple hours on the phone with a member of the insurance team today with no resolution, I was told to expect a phone call from another manager today and still as of now, which is XXXX eastern time, I have heard nothing ... .again!
I have been going back and forth with this company for over a month and a half now with absolutely no resolution in sight.
This all could have been avoided if they had pulled my information from my previous lender properly or if ANY of their managers did their job with some follow through.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-14
Atl, GA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-14
Colma, CA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-13
San Clemente, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation