Shellpoint Partners, LLC

2017-02-13

Bel Alton, MD

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

2017-02-13

Chicago, IL

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: While in the process of refinancing my home on XX/XX/2017 the loan processor attempted to obtain a payoff letter from Shellpoint Mortgage Servicing sent directly to XXXX and was told it would take 48 to 72 hours to send. On XX/XX/2017 loan processor was told I being the mortgagee could only request the letter which I did that day and on XX/XX/2017 on those days was told the same thing 48 to 72 hours to process the letter, on XX/XX/2017 made another attempt to request the pay off letter I was told i would have to authorize in writing which was done when original request was made to Shellpoint by the XXXX loan processor also that this request would take 3 to 5 business days, also that Shellpoint is a collection agency that purchased my loan several years ago and that my original loan is at 7.3 % interest rate.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-11

Santa Ysabel, 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

2017-02-10

Franklin Lks, NJ

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

2017-02-10

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have been trying to get a modification and keep getting the runaround. Now I have a foreclosure sale for next month.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-09

Lindon, UT

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2017-02-09

Bedford, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: To whom it may concern I am filing a complaint against my current Mortgage Company Shell Point Mortgage. I 'm currently having trouble, regarding my mortgage payments they ca n't seem to get my account right. My mortgage was sold to Shellpoint Mortgage in XX/XX/2016, from XXXX. Prior to being sold I had to do a loan modification due to me having my XXXX from my XXXX and losing my job due to my illnesses. XXXX helped me with a loan modification. My trial payments would start in XX/XX/2016 at XXXX a month but prior of starting my trial payments I had become XXXX from the military which gives me the benefit of not having to pay taxes on my home. Prior to starting the mod, XXXX recalculated my mod payment in the amount was XXXX a month which were paid on time. On XX/XX/XXXX I had sent my payment for XX/XX/XXXX to XXXX in the amount of XXXX. XXXX informed to stop payment on check due to my mortgage being sold to Shell Point Mortgage. I contacted Shell point Mortgage to find out payment information they could not tell me anything due to them not knowing about the file. They informed me that I would receive a welcome letter in the mail which I did not receive until XX/XX/XXXX. I did received a bill saying that I owe I believe at that time {$8000.00} I had contacted Shell Point Mortgage to find out the problem and they could not tell me because their file was not completed according to them they did not have all the information. I explained what was going on with the modification and explained the XXXX a month and how XXXX came about the amount. I was told to contact XXXX myself to get their paperwork from them due to the privacy act. Shell Point could not get it to complete the file, I contacted XXXX for the paperwork they sent me the paperwork in the mail. The people at XXXX asked why I was requesting the paperwork. I needed to get it due to the privacy act. They stated that Shell Point should have called them since they sold them the account. In XX/XX/XXXX I received a welcome letter in the mail about my payments they wanted 9 payments of XXXX a month I believe it was about XXXX dollars, On XX/XX/XXXX I contacted Shell point Mortgage and the gentleman told me to go ahead and send XX/XX/XXXX and XX/XX/XXXX payment in the amount of {$1600.00} they should have everything together by then which I did and on XX/XX/XXXX Shell Point Mortgage had returned XX/XX/XXXX and XX/XX/XXXX payment because they could not accept partial payments, they are still under assumption that I still owe from XX/XX/2016. Shell point Mortgage still could not understand the XXXX a month. So nothing got solved. XX/XX/XXXX payment was sent and Shell Point Mortgage kept that payment of {$810.00}. When I called about the payment no one understood where it went at this time, now I 'm talking to a gentlemen name XXXX who was taking care of my loan and found out it was sent to XX/XX/2016 payment. Now telling him how did they accept XX/XX/XXXX payment for {$810.00} and not XX/XX/XXXX. Payment And he stated that 's where the payments are in default which did not make any sense. So I was told not to make XX/XX/XXXX payment by XXXX until this got resolved, all through XX/XX/XXXX nothing has been solved XXXX states that my payment are {$1200.00} a month even after Shell Point Mortgage was contacted by XXXX from XXXX who I believe is vice president and spoke to them directly about my account and gave them what they needed. I spoke with XXXX and explained that I was not going to pay {$1200.00} that was not my payment. So on XX/XX/XXXX XXXX called me and said it was ok for me to send my payments back to them for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, which I did on XX/XX/XXXX in total amount {$3200.00}. Which is {$810.00}, a month. XX/XX/XXXX
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2017-02-08

Colts Neck, NJ

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

2017-02-08

Vernon, WI

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

2017-02-08

Seattle, WA

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

2017-02-07

Katonah, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: Yes Timely Response

2017-02-07

Ogden Dunes, IN

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

2017-02-07

Quartzsite, AZ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: 1. Incorrect information disclosed upon transfer of mortgage servicing required under RESPA. Incorrect " new '' account number and mailing address for payments. 2. Payment processing issues - Have n't " found '' my original payment XXXX/XXXX/XXXX and posted someone else 's payment to my account in XXXX XXXX, which was subsequently, and correctly reversed. 3. Terrible customer service, I can not get anyone to to find and post my first payment upon transfer, so I made a double payment. Phone calls get dropped, and if XXXX is supposed to be my Single Point of Contact ( SPOC ), it is not working. These are all the same issues that were identified in the interagency mortgage foreclosure horizontal reviews, and keep impacting the industry. I am also filing complaints with XXXX ( the investor ), XXXX XXXX ( mortgage originator ) and the OCC who supervises XXXX. These interested parties need to know about this as perhaps the due diligence has failed. On XXXX, I correctly received notice of transfer for seller ; On XXXX/XXXX/XXXX, I received notice of transfer from Shellpoint. I immediately set up automatic payments, starting with XXXX XXXX, to the address provided on the servicing statement with the new account number. Thought I was done. Received a call on somewhere between XXXX and XXXX, they had not received may payment. I explained I had paid to the XXXX XXXX with this account number. I was told that is n't my account number. She talked to supervisor and said they would ultimately find my payment in XXXX, but I offered to make another payment. Then, when they find it, I am good for XXXX and XXXX payment. XXXX rolls around, not resolved, so I make another payment. To be honest, I was so frustrated I do n't know what they said. Then XXXX rolls around, I see a payment was posted ( oh, they finally found it ), but then it was reversed. I contact them on XXXX XXXX in the morning, explain again, ask if they found my payment and why reversed. Agent could n't understand why, no notes, puts me on hold to talk to her supervisor, for like 10 minutes. Comes back, can not determine, will have to call me back. XXXX XXXX, late afternoon, call again. Of course call was dropped. When i talked to agent she said someone else 's payment had been posted to my account ( from a XXXX XXXX checking account ), so it was reversed. They never called me. I finally hung up and made another payment for XXXX. I happen to know this industry quite well, previous regulator. I gave them a chance before filing this complaint. Ask them for the recorded phone calls. If you have n't, I would check their tires on mortgage servicing transfers, payment processing, their suspense account and SPOC. What are the odds that this is happening to an ex regulator? I 'm financially savvy and able to extra payments, even considering paying the dang thing off as I did n't get to " pick '' my servicer, it was chosen for me. What about consumers that are n't financially savvy ( many ) and consumers who ca n't make extra payments until they find a payment. Help Them. I can take care of myself, but I feel for what they must do, and that is CFPB 's role, not to let someone get caught in this.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2017-02-06

Tampa, 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

2017-02-06

NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My wife and I recently file for chapter XXXX bankruptcy, in an attempt to get a new start for our family. During the process, our mortgage company ; Shellpoint Mortgaging Servicing notified us that we were eligible for a loan modification. The paperwork came and we filled it out as accurate as possible, providing all the required documents that were needed to go forward with the modification approval. Several weeks went by and we finally heard from a representative stating that she was taking on our case, " the original representative is no longer handling our case ''. This particular case worker needed the same documents all over again, in which we complied. Several more weeks go by and she stated she needed additional paperwork, via fax, in which we complied. Once again we get a letter stating that our paperwork was handed to another case worker ; repeating the same thing the other XXXX case worker stated. Once again my wife and I complied. Finally, we received a letter stating that we were denied loan modification and loss mitigation. Please understand this has been several attempts over the past two years or so trying to get remodified, which lead us to other choice but to file for bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-05

Jupiter, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Original mortgage with XXXX ; they failed to accept short sale ; I was insovlent and unable to pay. XXXX transferred mortgage to XXXX, who issued a XXXX in XX/XX/2014. Now Shellpoint Mortgage Servicing is trying to collect, saying I have an outstanding mortgage with them for the same property. My credit it showing all three as unpaid and negative. The debt was cleared when the XXXX was issued.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: No Timely Response

2017-02-04

Bohemia, NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I had my loan with XXXX and then XXXX XXXX XXXX. We paid a large sum of money in Modification trial payments. The proofs of payments have been submitted in CFPB complaint # XXXX. This complaint is about the new Servicer Shellpoint Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-03

Foothill Ranch, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: XXXX XXXX XXXX sold my loan to Shellpoint Mortgage Company awhile back. I 've had a rough time financially since XXXX and also had a foreclosure rescue scammer take my home back in XXXX and finally got it back last XXXX after time and money spent on an attorney. Jumping ahead. I requested Shellpoint to let me do a short sale. Mailed the first package to them XXXX/XXXX/XXXX. I found a real estate agent to handle the sale. Since then they have constantly said " you 're missing this, you 're missing that '' We sent them EVERYTHING they requested every single time. Including XXXX complete packages every time they asked for something ( that was already sent to them ... ) Every time ... '' your package is not complete. '' Today I received a Notice of Trustee Sale which shows that they signed back in XXXX XXXX, XXXX. Then shows it was mailed to me XXXX XXXX, XXXX and sale next month XXXX/XXXX/XXXX. My point of contact was NEVER available. My agent called this guy constantly to see what the status of my short sale approval was. No answer, no call back. Basically the way I see it, is I really did n't have a point of contact. Finally a few days or so ago he finally calls the main number since my point of contact never returned his calls and was able to talk to someone. Once again " we need this and that signed blah blah blah '' I signed it the very next day, and it was sent and faxed immediately. About that same time I received a letter stating that they did n't approve my " loan mod '' What? I was asking for a short sale! Never was foreclosure mentioned. I was never called by ANYONE from a Shellpoint nor warned by mail, email anything. Nor was my agent. After speaking to my agent today and telling him that they planned on foreclosing on me next month, he called and finally, for the first time in XXXX knows how long, reached my so called point of contact. I believe his name is XXXX. I 've spoken to him ONCE since XXXX XXXX .... XXXX goes on to say " yeah we 're dual tracking '' and believes it to be completely legal. Even though I 've been trying to work out something for the past 4 months! My agent said " I 've called you and called you and you never get back to me! '' XXXX response .... '' well we 're really busy. '' But said " yeah we have a complete packet here. '' And he also said that they could n't do the " loan mod '' which my agent said we are trying to do a short sale and never asked for a loan mod. These people, I believe stall, make you jump through hoops and drag it out just so they can foreclose on desperate homeowners. Why would n't someone call me or my agent informing us instead of just asking for more and more paperwork. Another thing they did in the very beginning which I thought was pretty shady was to tell me to get my tenants name, for him to provide his financial information and pay stubs. I spoke to him about it and of course he refused saying that was an invasion of his privacy and considering he was only a boarder and had nothing to do with my loan. A month later he XXXX out and moved thinking he was gon na be out on the street. So I lost a month of rent that provides me with food, pays utilities etc. Not good. I could go on and on ... Hopefully you can help me out with this. I 've been told, have read that dual tracking is illegal when you 're trying to work out a solution to avoid foreclosure. I 've also looked up Shellpoint 's history and have seen that there have been lawsuits against them for the exact thing that they 're doing to me. I have an attorney and if I need to I will be XXXX of those people ... Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-02

Kalamazoo, MI

Loan modification,collection,foreclosure

Mortgage: VA mortgage

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

Disputed: No Timely Response

2017-02-02

Mount Vernon, WA

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

2017-02-02

Taft, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received another completion package yesterday, XX/XX/XXXX, from Shellpoint requesting the same information that I sent them on XX/XX/XXXX However, this time, there are additional documents required to be submitted ( boarder rent letter, copy of mortgage statements ). It appears Shellpoint 's intent is that I never have a complete package. I am rattled and baffled by the recurrent request. Today I sent them a copy of my hospital stay on XX/XX/XXXX due to XXXX ( XXXX ) because of my mortgage XXXX. The hospital report should be included as part of my already submitted hardship statement. XXXX XXXX XXXX is an XXXX XXXX. My previous complaint # XXXX and XXXX have not resolved my mortgage XXXX. Shellpoint 's past and current delay tactics are unfair and unjust. Today I sent Shellpoint copies of the same previous documents because I have no new ones for XX/XX/XXXX. I resubmitted the documents, again, before their XX/XX/XXXX deadline. I had previously sent a copy of my electronic submitted XX/XX/XXXX federal return with requested XXXX XXXX I have not filed my XXXX federal tax return yet because the deadline is XX/XX/XXXX In the previous mailing I signed for Shellpoint to receive a transcription of my XX/XX/XXXX and XX/XX/XXXX federal returns. My banking is done online and the monthly statements are printed from my online account. A resubmission of the following documents were enclosed : Completed and signed Uniform Borrower Assistance Form Signed copy of my most recently filed personal XX/XX/XXXX federal income tax return including all schedules and forms Copy of my most recent bank statements dated less than 90 days old at the time the complete package is received Copy of a letter from the Social Security Administration office verifying my social security number on an executed copy of Form XXXX ( dated less than 90 days old at the time the completed package is received ) Copy of the benefits statement or letter from the provider that states the amount, frequency, and duration of all benefits received. This is verified and highlighted on my bank statements. Copy of my most recent bank statement showing receipt of such payment Copy of the lease agreement and two months proof of rental payment, i.e. bank statements. Verified and highlighted on my bank statements Boarder Rent Letter - my son rents the house and his $ XXXX monthly payment is shown on my bank statements as a transfer. I highlighted that for you as a transfer between our accounts. Copy of the mortgage statement showing the principal, interest, taxes, and insurance amounts ( must be dated less than 90 days old at the timer of the complete package is received ). I have included this time the XXXX second mortgages as well as the Shellpoint first mortgages for XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, OH XXXX. I sincerely need relief. Why is n't Shellpoint willing to help me when I have so dutifully paid the mortgages on both properties without default from my XXXX income since XX/XX/XXXX? XXXX XXXX XXXX ( Account # XXXX for XXXX XXXX and Account # XXXX for XXXX XXXX XXXX XXXX, OH XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-01

San Francisco, 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

2017-01-31

Rancho California, 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: Yes Timely Response

2017-01-31

La Jolla, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-01-31

Hiram, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response