Shellpoint Partners, LLC

2017-03-22

Mequon, WI

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

2017-03-22

Jersey City, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX, XXXX XXXX XXXX XXXX ( XXXX ) XXXX - XXXX To : CFPB On XXXX/XXXX/XXXX my father XXXX due to a XXXX and my mother was the executive of his state. A few months later I was place on the loan for the mortgage and the deed was registered under my name and my mother 's name and also the house with was already XXXX dollars in late fees. I reach out to XXXX to start the loan modification because of financial hardship. A few months later XXXX sold the loan to XXXX ( XXXX ) XXXX ACCT # XXXX. XXXX sent me a packet witch, include a hardship form to fill out and send back to them. I sent all my financial information including my mom 's financial information we had to fill a XXXX form at least 3 to 5 times, I send them the copy of the deed and a copy of the lease agreement twice. Every other month I fax them my paystubs my bank statements Witch seem to lose or misplace every time. They never contacted me I 'm the one always calling everyday trying to get an update and every time I call my loan is always in review and an a few days later they say that my loan was denied because I did n't send them the paper work in a timely manner. They always request the same information throughout the loan modification process. Even if I had already sent them all the paper work they require. I reach out the XXXX on an everyday basis to find out if am missing any paper work do they need any paper work they say no and a day later they say your application is denied because you did n't send the proper paper work, than I have to start the process all over again. Threw the months I reach out to XXXX they say my account is in review and they ask to send paystubs and bank statements witch I always oblige and send the next day. The final straw came On XXXX/XXXX/XXXX I reach out to XXXX to check the status of my loan they say it 's still in review and they inform me on XXXX/XXXX/XXXX my loan will be service by Shell Point XXXX. When I reach out to Shell Point on XXXX XXXX they told me that it will take 15 days for my paper work to be transfer from XXXX. When I call Shell Point a few days later they told me that this investor does not do Loan Modifications and I would have to make the past due balance, Pay the loan completely or do a short sale and if not my house will be in foreclosure. One thing I do n't understand is that I told XXXX from XXXX ( Ext. XXXX ) that I was getting statements, he told me not to worry about it because the account is on hold. If the account was on hold why is Shell Point Financial inform me that the account is delinquent and I have to pay XXXX dollars to restore the loan. My soul purpose for going through this hard ache is to stay in my home because this home is the only thing I have to remind me of my father and he work too hard to purchase this home and for it to be lost. At this time I 'm trying to see if I can refinance my house with another company or to see if I can pay the late charges with a loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-22

Cranston, RI

Settlement process and costs

Mortgage: Other mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2017-03-21

Barrington, IL

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

2017-03-21

San Gabriel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My mortgage was current with XXXX. I became unemployed and it took XXXX months for keep home CA to start making payments on my mortgage so once they started making payments my mortgage became XXXX months behind even though they were paying each month. Initially the program paid the wring amount because XXXX all of a sudden said my reduced interest rate from NACA was only temporary but NACA says it was permanent. During this time my mortgage was sold by XXXX to SHELLPOINT Mortgage Servicing. Once keep home Calif stopped paying my mortgage was immediately XXXX months behind. As I was only working part time I couldnt pay my mortgage and it became past due. I was working with the Shellpoint mortgage company who sent me a request for documents. I sent the same documents 4 times and they sent me acknowledgement letters saying they were working on my information for lian modification but just put my home in default and foreclosure while still requesting the same documents already sent several times. Shellpoint did nothing to help me keep my home at all.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-21

Warrenton, VA

Taking/threatening an illegal action

Debt collection: Mortgage

Seized/Attempted to seize property
Complaint: I owned a house that was in foreclosure on 2012, now a Shellpoint Mortgage Servicing is sending me papers for loan modification, homeowners insurance and tax documents on the house that another bank owns. I send them a copy of the Certificate of Sale for the property and I asked them why they contact me and I still no answers. property address XXXX XXXX XXXX XXXX FL XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-21

Sacramento, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: After being approved for a loan mod in 2016 and making several trial payments ( which are currently being held by the mortgage co. ), my docs were not signed due to my being unable to verify outstanding loan amounts and charges with back-up documentation provided by the service provider. After finally receiving requested pay-off information and corrections to my credit reporting by the agency, I again completed a new loan modification per instruction by Shellpoint Mtg Servicing. My application was denied ( after previously being approved ) with no formal reason provided or opportunity to address any disqualifying factors. The sale date is fast approaching and as of today, I do not have a written explanation to provide to legal council or tax advisor, which is an unfair practice leaving me at a terrible disadvantage in efforts to resolve the matter and keep my home.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-20

Vernon, NJ

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-03-20

Simi Valley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

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

Disputed: Yes Timely Response

2017-03-19

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: i am sending paying to my mortgage company they keep returning it this is the second time stating i am 90 days behind while i am trying to resolve the problem
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-17

Newport Beach, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2017-03-17

Washington, DC

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

2017-03-17

Quartzsite, AZ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Re-dispute to Case # XXXX Dated XXXX / XXXX / XXXX This is getting ridiculous. Please review my previous dispute and incomplete response. A. Lost Paymen t - Surprise, a fter 67 days, they found it, only after receiving CFPB complaint, even though I had told them many, many times. Just listen to taped conversations! They tried to call me back once , HA. They knew the issues after all of my calls, why did n't they just fix it!!!!!!!! I could n't get XXXX took talk to me when I was calling. Do n't do this to people. B. Incorrect XXXX ( although i incorrectly said XXXX ) - Still incorrect, consumer harm getting worse if I have to extend my XXXX tax return. C. Poor Customer Service - which continues, No one will help me!!! Yes, I am delayed in redisputing as I did not know there had been a written response to CFPB, I guess I though Shellpoint might be kind enough to send me a letter too. I had noticed they had found my payment ( SURPRISE, took CFPB to get involved ). I contacted Shellpoint last week asking for consumer complaint department. First day, I was told they close at XXXX , ok, I am 3 hours earlier. Next day, called again, " oh, we do n't have a consumer complaint department ''. Found the response letter on CFPB website, contacted and left VM messages FOUR ti mes this week, no response. If she is on vacation, someone else should pick up the call and return. I told her I did not want to re-dispute to CFPB as I know that is a very bad thing for Shellpoint. I was willing to resolve with her, now have to escalate, again. Closed as an isolated incident. Seriously, multiple things wrong. Good cover though. I feel for most people, who do n't understand this process. Oh, and CFPB does n't have many complaints about you as you have know way for people to easily know to complain to CFPB unless they go to a lawyer. And, you do n't have a complaint department. My complaints in XXXX and XXXX certainly did not get escalated through your normal channels. Fix your policies, procedures, training and customer service and give me a revised XXXX . I need to file my tax returns. I 'm not letting this go. If I have to file an amended return because of your incompetence, you will pay for it. CFPB, I am happy to help you with this company, I 'm an ex-regulator of mortgage industry, most of my current co-workers are ex-CFPB. Happy to share my knowledge.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2017-03-17

NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have been in limbo with moving ahead with a disposition of a mortgaged property. It has been over two years. I have written to Shellpoint Mortgage asking them to either move toward Foreclosure, a Deed in Lieu and I have someone who wants to do a Short Sale. They have refused to move on either one. I am willing to assist them in whichever direction they choose. They only continue to add on fees and services without moving ahead. My hands are tied and I do not know what to do in order to get them to move ahead to some type of closure. I have my registered letters and all of my emails sent begging for a resolution. Please help me. I do not know where to turn to get this resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-03-16

Tarzana, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

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

Disputed: Yes Timely Response

2017-03-16

Beyersville, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2017-03-16

Tampa, FL

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX XXXX, XXXX at XXXX, I received a suspicious email that was stated as sent from Shellpoint Mortgage Servicing, the company about which we filed complaints # XXXX on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. The email was directing me to an unfamiliar website to download files that were supposed to be sent to me from SMS and a deadline retrieval date of XXXX XXXX, XXXX was given. On the side of caution, I did not open the email due to cyber security concerns. On XXXX/XXXX/XXXX at XXXX, I sent an email to XXXX, the person assigned by SMS to our loan account, informing him about my concerns and asking him to contact me for verification of the suspicious email which I forwarded to him. On XXXX XXXX, XXXX, I called to speak with XXXX but was told by a representative that he had not come into the office as yet since he was located in Texas. I told her about the email and she put me on hold to check for any mailing on our account. When she returned she said that saw no email being sent and that their only mode of communication with borrowers is by telephone and postal mail. I called on XXXX XXXX, XXXX to speak with XXXX and I again told that he was not available. My call on this date was about the suspicious email and a letter dated XXXX XXXX, XXXX that I had received form SMS. In regards to the suspicious email, the SMS representative I spoke with told me that it was not sent from SMS because their mode of communication is either telephone or postal mail. I asked the representative why was I receiving a letter asking for the same information that was sent in late XXXX and early XXXX, XXXX. I also told him that on XXXX/XXXX/XXXX XXXX called and told me that no more documents were needed and our file had been submitted to underwriting. But a few days later an SMS representative asked me to send some additional documents which I sent on XXXX/XXXX/XXXX. The SMS representative confirmed that they had received all the documents and that I should ignore the SMS XXXX/XXXX/XXXX letter because our file is now in underwriting. I have two concerns ( 1 ) that to date I have not received a call from XXXX XXXX confirming what the two SMS representatives have told me regarding that I should ignore the SMS XXXX/XXXX/XXXX and the suspicious email and ( 2 ) to avoid any chance of Shellpoint Mortgage Servicing reporting that we ignored loan modification communication as was reported by the previous servicer XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2017-03-15

Weirsdale, FL

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

2017-03-14

Barr, 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

2017-03-14

N Hollywood, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2017-03-13

Louisville, KY

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: Yes Timely Response

2017-03-13

Fort Myers, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have been diligently pursuing a loan modification with XXXX and their servicing agent, Shell Point Mortgage, to avoid foreclosure. We have been working on this for almost a year now. Every time we reach the 30 day period that they have to review my information they send me a statement requesting the exact same information again. I am represented by an XXXX and they are as frustrated as I am. Now, I have been sent a letter declining my modification even though I qualify because they state that they did not receive the required information. I have email verification from them and their counsel that they did receive it, twice. I am now at a point where I may lose my home because their left hand does not know what the right hand is doing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-13

Cheshire, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The loan servicer, Shellpoint has been charging me late fees each month for several years when payments are made each month before the grace period. I have contacted them numerous times to resolve this. It has never been resolved. I 'm now reaching out to the CFPB for help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-11

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My old mortgage company sold the loan to a new company they included charges for things legal fees and inspections that I never agreed to pay for in mediation. Now I 'm being hounded and my mortgage has gone back up
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-03-11

Hartford, CT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The problem is - that NOTHING happened ( i.e. ZERO communication from the new 'servicer ' - no Single Point of Contact info has been received, to date ) - yet a motion for strict foreclosure is set to be heard next Monday, XX/XX/XXXX XXXX, XXXX. Just prior to last State of CT mediation session XX/XX/XXXX/XXXX/XXXX, submitted last/final requested employment verification document via email to XXXX, its attorney + the XXXX of CT XXXX - for expected/anticipated modification approval shortly thereafter. Received confirmation letter from Nationstar XX/XX/XXXX - stating that it would review and follow-up in +/- 30 days. Never heard from them again re : my modification. As previously reported to the CFPB, had several very similar 'episodes ' with Nationstar over past several years - so this latest came as no surprise. What did come to me as a highly unpleasant surprise was a copy of the motion for strict foreclosure - especially under the aforementioned circumstances. Needless to say, this is outrageous and incredibly unfair. At the very least, the motion for strict foreclosure should be withdrawn until such time that the new 'servicer ' has reviewed and responded to my modification package - which was submitted in good faith over 3 months ago - and of which the new servicer SHOULD have been aware long ago - long prior to allowing the motion for strict foreclosure to proceed. Additionally, the new servicer should instruct its attorneys to NOT object to my motion for re-inclusion into State of CT mediation process, in order that we are able to resolve this matter amicably and avoid the foreclosure. As documented via my modification package : I have a ( very good-paying ) job on hold until I provide my prospective employer a copy of the modification. Again : I need the direct EMAIL contact information for my federally-mandated Single Point of Contact with the new servicer - ASAP. For documentation and record-keeping purposes, I wish for all communication to be in writing, via email. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response