Shellpoint Partners, LLC

2017-01-31

Hamburg, MN

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I am adding additional information to a complaint I already filed. Complaint # XXXX concerning Shellpoint Mortgage Services. Have just received the attached statement now saying I owe them {$100000.00}. I 've also attached the last two letters I 've received showing I owe a principal balance of {$33000.00}. Not only is their customer Service boarding on Fraudulent practices, it would appear that their Billing/Accounting system is fraudulent as well. How can I possibly owe them more than the original loan amount when they 've only been managing this account since XXXX 2016? I 'm dealing with offices in XXXX different States and they have multiple XXXX XXXX XXXX XXXX for these States. It is no wonder I ca n't actually contact a person who might know what 's going on with this account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: Yes Timely Response

2017-01-30

Bartow, 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: Yes Timely Response

2017-01-30

Bellaire, TX

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Our house flooded and and insurance cut the check to my wife and shell point. We paid everything in full out of our pockets. They came and did an inspection of the completion and still have n't realesed any of our {$30000.00} check. They keep giving us the run around and we do n't know watt else to do.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-29

Hamburg, MN

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: I 've been dealing with Shellpoint Mortgage Servicing since they bought my Equity loan from XXXX in XX/XX/XXXX. I 've been trying since XX/XX/XXXX to get Shellpoint to work with me. They just keep sending me a standard form letter saying the principal balance is due ( {$33000.00} ). I 've been trying to find ways to pay off this loan. I completed Shellpoints ' Uniform Borrower Assistance Form and sent along financial documentation ( annuity statement, XXXX & XXXX taxes, 2 bank statements, hardship letter ) to obtain a repayment plan. I also informed Shellpoint that I am retired and on a set monthly annuity and I could make payments of {$400.00} a month. Or, if I pay the minimum on my credit card I could pay {$700.00} a month. Faxed on XX/XX/XXXX and I also mailed the same documents I called the Shellpoint contact I have XXXX to see if he received the Fax, got Voice mail. Called again on the XXXX, XXXX of XXXX, voice mail. He finally returned my call on XX/XX/XXXX. He had not done anything with the documents I had sent, now he needs more current bank and annuity statements, I faxed on the XX/XX/XXXX. I still have not heard if this packet of documents have been reviewed by their underwriting department. So they are not accepting my money and they are not working with me to get this loan paid off. Contacted XXXX who has my current mortgage and asked them about refinancing my current mortgage to roll in this loan. They said if I refinanced it would up my interest rate and as that is not beneficial to me they would n't do it. Applied for refinance with XXXX. Everything was going smoothly until XXXX called Shellpoint a 2nd time for a Payoff amount and Shellpoint told them I was late. So then I did n't qualify for the FHA loan anymore and XXXX wanted to switch it to a conventional with {$9000.00} in closing fees. Applied and was approved for a personal loan with XXXX for $ XXXX and I called Shellpoint to offer this cash to close the account. No response from Shellpoint to the $ XXXX cash pay off. In fact, I have n't heard a word from them. No phone calls or anything. I got approval for a personal loan through XXXX Loan for the {$33000.00} which would cover the principal balance of {$33000.00}. XXXX Loan wired the money to Shellpoint on the XX/XX/XXXX. Shellpoint returned it on the XX/XX/XXXX with no explanation. I ca n't seem to get anybody at Shellpoint to help. I have n't been able to get a number for the billing department to find out why they returned the {$33000.00}. Shellpoint also returned the payments I sent for XXXX ( {$350.00} ) & XXXX ( {$300.00} ). By not working with me on getting a prepayment plan and then returning money I 've sent in a good faith effort to pay off this debt. This kind of customer service should be illegal. I 've lived in this home 26 years and I am fearful that Shellpoint will foreclose on my home for the principal balance of {$33000.00} even though I 've tried to pay them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-28

Reno, NV

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: To Whom It May Concern : Shellpoint Mortgage Servicing recently became the new loan servicing company on my loan. The new owner of the loan is XXXX. Since taking my loan the servicer has had incorrect payments every month, for the past 4 months. When I contact customer service at Shellpoint the agents can not explain to me why my payments are wrong, although they acknowledge they are wrong. Additionally, Shellpoint Mortgage debited an amount {$500.00} GREATER than I agreed to over the phone when setting up the initial mortgage draft payment after the loan was sold. They worked to remedy this situation, but their competence and professionalism has been in question ever since. My payments are still not accurate, and they can not explain how they are coming up with the payments. My statements provide little information, and they are not responding in kind to my requests for more information. I 'm unsure how to proceed since I have no choice on who my loan gets sold to, and who services my loan. Shellpoint Mortgage is an abomination in the world of loan servicers, and I 'm not confident that they are even able to collect and properly apply my payments to the loan. I 'm hoping that you can help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-27

Apple River, IL

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

2017-01-27

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-01-27

Victorville, 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

2017-01-27

Woodland, WA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: We have been trying to do a short sale for about XXXX years now. The first bank was taking forever and would not help us at all. Then our loan was transferred to Shellpoint Mortgage Servicing on XX/XX/XXXX. Shellpoint got the loan about XXXX days after that and was unable to have my real estate agent or short sale negotiator get any information about it. They called XXXX times a week to find out what was going on and Shellpoint only said EVERY SINGLE phone call that they 're waiting for my file to be in their system. It was n't until XX/XX/XXXX that they were finally told the file is in their system and to send in the short sale application. However, they said the auction date was XXXX/XXXX/XXXX. This was unacceptable. We 'd been jerked around by Shellpoint so many times with so many phone calls to them. My short sale negotiator submitted my short sale application on XX/XX/XXXX because that was the deadline to submit for the short sale to get started. They then said they 'd know on XX/XX/XXXX if my auction would be postponed. On XX/XX/XXXX, my short sale negotiator confirmed Shellpoint received my short sale application. On XX/XX/XXXX, my short sale negotiator asked if the auction date was postponed. Shellpoint said they wo n't know until XX/XX/XXXX My frustration went beyond maximum frustration when they told us that. Basically, they really are trying to make us fail. What sounds fishy is that they 'd asked my short sale negotiator to submit my application to another short sale group at the bank. This is not right. It 's as if they 're intentionally trying to have my short sale fail or they 've never done a short sale before.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-27

Long Beach, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Shellpoint Servicing has been informed that they are publishing a Time Barred Debt that is no longer enforceable under the Applicable State laws. They are also making claims to be acting on an Investor named XXXX as a XXXX XXXX XXXX XXXX XXXX XXXX XXXX Trust. That this firm : Shellpoint Servicing was informed several times over to stop publishing a Debt to the Public that is not valid not true. They are attempting to foreclose on a debt that has an expired SOL and a non enforceable and Stale Debt as well as the underlying debt/and Deed to be outside of the timelines of collections. This false claim is being published on XXXX each month and shows to publish a debt claimed as owed of XXXX XXXX. Please cease this publishing of this debt. Under CA : XXXX ; along with the underlying XXXX being expired : and under XXXX this expired at SIX YEARS. See attached Letter of Explanation. Each attempt to explain is answered in stating they somehow are not understanding what is being said. See exhibits that include the answer by Shellpoint. THE NOTE WAS ACCELERATED BY XXXX ( SEE ATTACHED ACCELERATED LETTER ) CALLING DUE THIS NOTE : AS OF XXXX/XXXX/XXXX. Then after SIX YEARS an untimely claim to a debt : then claiming XXXX Due : however this was filed inaccurately and filed after the expiration of the stale debt by recording a Notice of Default on XXXX XXXX '. This NOD was disputed at the time, however new events of abusive servicing occurred, including stepped up ramped up illegal actions. The topic of this complaint is to state this is a time barred debt as of XXXX XXXX ' AND THAT THE LATER XXXX XXXX ' FILING OF A NOTICE OF DEFAULT WAS TOO LATE TO CLAIM ENFORCEMENT RIGHTS OF AN EXPIRED DEBT. Later in a BK filed in XXXX XXXX XXXX ' it was discharged debt in the bankruptcy. However under XXXX and the marketable records act : this together with XXXX this is not enforceable under the claims being made by the parties named : Shellpoint Servicing : XXXX AS trustee for XXXX XXXX XXXX XXXX : & or XXXX having no right to publish this DEBT as being owed. This is causing to tarnish my reputation in my business, and effect my income. This is slander. Please stop all further illegal collection acts. Remove this Sale Date that was caused by this defective claimed Notice of Default and stop making false claims and release this lien.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-26

Pacifica, 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

2017-01-26

Lakewood, CA

Settlement process and costs

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

2017-01-26

Greenwood, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Hi, my name is XXXX XXXX. I live in XXXX, CA. My property is XXXX XXXX XXXX, XXXX, CA XXXX. I have a very serious problem going on right now. I have a sale date scheduled for my home on XX/XX/2017. My servicer now is Shellpoint Mortgage Servicing, a division of New Penn Financial, LLC. My previous servicer was XXXX XXXX XXXX, XXXX ( XXXX ). I was under a loan modification review with XXXX and out of nowhere I receive a letter from Shellpoint Mortgage saying they are the new servicers while after receiving that letter I was still getting correspondence from XXXX for a very long time. I was very confused as to who was the real servicer was. That put me in a very bad stop because I never received goodbye letter from XXXX saying they have transferred my loan to another company. I was scared what if this Shellpoint mortgage was a scam company asking for my documentation. Back when the crisis happened my business went down. I lost my job and my income. I could not pay my mortgage. After a while I got back up on my feet. Found a job, my income got getter and increased. But it was still not enough to pay my mortgage so I turned to apply for a loan modification with the bank at that time. I got approved, they gave me a trial period payment it 's a three payment process. I paid, but as soon as I made the 3 payments in a course of three months they sold me to another bank, that bank did the same thing three payments and then sold me. Now I 've been working with XXXX XXXX XXXX for over four years now. It 's always a game with them. I apply, send them all requested documents, wait send more documents, wait, then a sale comes up, I XXXX out, I XXXX, I give them everything and they still try to sell the home. I already am exhausting all my energy. I want to keep my home, I want to pay my mortgage but can not because I never get offered anything. How much longer will I have to wait and keep this going? 1 year? 3 years? Will I ever get a chance to pay my mortgage at an affordable monthly payment? A loan modification is supposed to help me but I ca n't even get an offer. I now have a Sale date that is scheduled for XX/XX/2017 and I 'm scared that they will sell my home after all these years trying and me and my family will be left out on the streets. I called Shellpoint Mortgage Servicing and they said they have received all my documents but they can not talk to me other than their legal team. I asked for them to give me the legal teams contact information they said that someone will call you in 5 business days. By that time my home will be sold. I need to talk to someone now. No one will talk to me and they said that I do not have a single point of contact. I believe they have and are violating my Homeowner Bill of Rights.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-26

FL

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I have a Home Equity Line of Credit which was extended by XXXX XXXX XXXX. XXXX XXXX XXXX collected my payments in behalf of XXXX. My loan was sold to XXXX Bank XXXX, as Trustee for XXXX Mortgage Loan XXXX ( XXXX Bank XXXX ) and my payments are being collected by Shellpoint Mortgage Servicing in behalf of XXXX Bank XXXX. The servicing was transferred from XXXX to Shellpoint in XXXX 2016. My loan is on automatic draft from my checking account. In XXXX Shellpoint drafted {$3000.00} when the payment should have been approximately {$2700.00}. In XXXX Shellpoint drafted {$2200.00} when it should have been approximately {$2700.00}. In XXXX they drafted {$1000.00} when it should have been approximately {$2700.00}. In XXXX they have scheduled a payment of {$700.00} when it should be approximately {$2700.00}. They are not collecting my payments as set out in my note. I have a great concern that they are going to draft a lump sum of approximately {$6500.00} to correct their error. I spoke with their representative who told me this is a " known problem '' and my loan should be " re-calibrated '' within XXXX to 6 months. Based on what they have collected, {$6900.00}, and what they should have collected, {$10000.00}, they will have to collect a lump sum payment of approximately {$3800.00} plus a regular payment of {$2700.00} which would result in drafting approximately {$6500.00} which will created a serious hardship for me. If this continues as it is now, the lump sum will be much higher. I am certainly not the only customer of Shellpoint that is going to have this problem. They should be sanctioned and fined for their unacceptable business practices and should not be allowed to draft more than what the correct payment should be going forward.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-26

Moapa, NV

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I qualified for the Nevada Foreclosure Mediation Program in the XX/XX/2016. Upon receiving the notification I was instructed to work with reps from XXXX, XXXX XXXX XXXX to provide the appropriate documentation to determine Refinancing options for my mediation. Paystubs, Utility Bills, XXXX, Bank Statements, XXXX forms. My mediation was conducted on XX/XX/2016 upon which I was informed that additional information was still necessary for Shellpoint Mortgage to determine possible options for me to consider in lieu of Foreclosure on my property. I have contacted Shellpoint and XXXX, XXXX, XXXX multiple times since my mediation ( email & Phone ) and I have yet to receive a call back or email. It appears that I am being ignored. I contacted the Mediator and he suggested that I seek legal advise to reconcile this scenario. Can you please assist in resolving this issue? I just received mail directly from Shellpoint today stating that " we are unable to offer you a loss mitigation option because you did not provide the docs that were requested ''. I have emails dated in XX/XX/XXXX asking if additional information was needed for their underwriters and have gotten no responses on any of my requests.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-26

Lb, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Shell Point Mortgage place a lender insurance on me increased my payment by {$600.00} all because they failed to payment my insurance payment on time. I have a conventional loan that includes mortgage, taxes and insurance. I have been overpaying since 2014 and they refuse to help me lower my payment. All I get is the run around.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2017-01-25

Aberdeen, MD

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: No Timely Response

2017-01-24

Riverdale, 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

2017-01-24

Gloucester City, 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: Yes Timely Response

2017-01-24

Beverly Hills, CA

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My name is XXXX XXXX and my property was foreclosed by ShellPoint Mortgage while I was in review for loan modification, I property is now owned by a 3rd party as of XX/XX/2017. I believe ShellPoint did not follow the proper Home Owner Bill Of Rights procedures as I feel I was a victim of dual tracking.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-24

N San Juan, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I am XXXX years old and I have been in review for a modification with XXXX since XX/XX/XXXX. My husband XXXX and I am a XXXX. I have my adult son helping me. Shellpoint has all documents they asked me for including but not limited to all of my income proof as well as my sons non borrower auth form and his income proof. For weeks I have been in active review even the XXXX and Deed are in my name. Now at the XXXX hour XXXX days prior to my sale date WHILE i am in active review, Shellpoint states I need to file documents in XXXX. I am XXXX years old why did n't Shellpoint tell me to do this in the beginning of XX/XX/XXXX. I would have done what they asked. Now XXXX days before the sale, while all along lying to me and stating that my review is active and the sale WILL postpone, they are asking me for the impossible and they are now refusing to postpone the sale. So if they needed probate documents from the beginning, they SHOULD have never accepted my package and lead me down the wrong path. I pray you help me I want to die in this home, I dont have much time left on this earth please do n't let my last experience be with this bank defrauding and lying to me to steal my home under false pretenses. XXXX BLESS YOU
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-23

Tampa, FL

Application, originator, mortgage broker

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

2017-01-23

Glendale, 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

2017-01-23

Saint Clair, MO

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

2017-01-23

North Hollywood, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Since XXXX XXXX, I was in an active modification review with XXXX. As of XXXX/XXXX/XXXX, XXXX had a full package with the underwriting team and prior to that we were informed that the loan would be transferred to Shellpoint on XXXX/XXXX/XXXX. Prior to the transfer from XXXX, XXXX assured that I had a full package which meant that the sale date would postpone and that Shellpoint would take on the file just as it left. After speaking to XXXX in XXXX, they stated it would take time for the documents to be reviewed and only on XXXX XXXX, XXXX were we told that ALL documents had to be in on their forms. We provided Shellpoint all new documents with corresponding proof only to be told on XXXX XXXX, XXXX that more docs were needed. I provided all documents and today I was told tht my income of {$10000.00} does not qualify for HAMP?! HAMP is not even an approved program then the point of contact said I do not qualify for any programs, so I mentioned will I receive a DENIAL letter so I can appeal the decision and he stated NO. This is classic example of dual tracking how cn this servicer take a file from another servicer as a full package then take 4 weeks to review and just on the eve of the sale state I dont qualify for any programs including a NON-EXISTENT program like HAMP? Please help I have over XXXX equity in my home and they are not playing fair I have complied with all that was requested of me
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response