Shellpoint Partners, LLC

2016-06-09

NY

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: My XXXX year old mother is refinancing her home. Her mortgage was recently transfered from XXXX XXXX to Shellpointe Mortgage Servicing. She and her attorneys have been trying to get a payoff statement from Shellpointe for over 3 weeks and they have not responded. As a result, her rate lock on her new mortgage commitment has expired and now she has to pay a higher rate. Shellpointe has not responded to XXXX requests for the payoff.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-06-09

Brookside, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Shellpoint Mortgage Company bought my loan in XXXX 2015. They erroneously charged me {$320.00} a month less in escrow each month than was due. Hence, the additional money was being applied towards my principal. Moreover, I now owe {$2200.00} in back escrow. This is a large sum of money even when spread over 12 - 36 months. To take one year, from time of assumption, to do an " escrow analysis '' is an absurd amount of time.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-06-08

Arco, 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

2016-06-06

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received a statement from my mortgage company saying I did n't owe any money for XX/XX/XXXX. I followed up with a phone call and was told that in fact I did not owe anything for the XX/XX/XXXX payment. Three weeks ago I started receiving phone calls from the mortgage company and I told them if they has an issue with me they needed to send a written statement to my home. Now they are saying that I do owe for XX/XX/XXXX because they made a mistake. I said I would be happy to pay as soon as I get a written explanation of the error and a written bill for the missing payment. They refuse to do so. They are threatening to send me to collections. Please help.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-06-04

Chula Vista, 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

2016-06-03

Sebring, FL

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2016-06-03

NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Shellpoint Mortgage Services is reporting inaccurate information on my credit report. This account was included in my bankruptcy by they are commenting that foreclosure proceedings have started. That is not correct. How can an account I had included in bankruptcy also be in foreclosure? I even disputed this account directly with them and they failed to mark this account as being disputed which is a violation of the Fair Credit Reporting Act and a no-no when it comes to the FTC.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-06-02

Brooklyn, NY

Settlement process and costs

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-06-02

Reno, NV

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

2016-06-02

Encino, 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: No Timely Response

2016-06-02

Dalton, MN

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

2016-06-02

Scranton, PA

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

2016-06-02

Galena, OH

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: My name is XXXX XXXX, a single mother of XXXX boys. And I feel I have been unfairly treated when trying to purchase a home in XXXX OH. Being a single mom, I am on a limited budget & must stay in Delaware due to my children 's schools. After much searching for a home, I finally found the home of my dreams at XXXX XXXX XXXX, XXXX which was listed on XXXX/XXXX/16. I was super excited. I loved the neighborhood and had searched there for quite a while. I knew from the neighborhood alone, I wanted the home and the quality of the house just had me so excited. Having been beat out on other homes, I made the offer immediately. However, the seller would not accept my offer for I had not previewed the property yet so I took off work the next day to see the home and reconfirm my offer. The seller 's agent, XXXX XXXX from HER Realtors, responded to my offer by telling my realtor that I was required to provide my personal information to her lender, New Penn Financial, the in-house lender of HER Realtors, so he could tell the seller which offer was the most promising. I had already been pre-approved and underwritten by the lender I chose to use which offered the programs I wanted. The seller 's agent then had her in-house lender, New Penn Financial, contact me through my realtor. From the email forwarded to me, the listing agent stated " New Penn Financial is our brokers select lender and they are endorsing and promoting the cross qualification. As a fellow HER realtor, I would hope you know our broker and affiliated lender would never engage in conduct violating RESPA. We are only looking for a XXXX opinion -- NOT requiring the use of another lender. '' ( It sure did n't feel like that when they demanded I do this to even have my offer considered XXXX. My realtor was very shocked for the Loan officer from New Penn Financial first offered her a {$100.00} XXXX gift card via email to move me to him away from my current lender. Later, he sent another email to my realtor stating that the gift offer was for me and not the realtor. I thought this was not legal for the lender of the seller 's choice to review my loan application and provide this information to the seller 's agent and the seller to make a loan decision so I did not comply. I did increase my offer by removing all concessions and offered over asking price and had my lender write a pre-approval letter stating I was qualified and showing that I had been previously underwritten. After a few days, they sellers agent responded stating, " the seller was presented with the facts on both contracts and, unfortunately, they have decided to work with the other offer ... Ultimately, the seller chose the other offer because the buyer was conventional with a significant down payment ( lower risk ) and a quicker close date. '' How would the seller be privy to my down payment and financial information? How would they be able to know the other offers financial situation? Is n't that illegal to share our personal information with the seller of the property? If they knew our personal information, could n't they have countered our offer after knowing our affordability? Can this be legal for this lender to share anyone 's personal information with the seller of a property? I work as an XXXX for a bank. I know that a person 's financial information is very private and not to be shared with others. How did this lender and realtor get approval to do this? How could they require this of me to even consider my offer? I wanted to share with you for I feel I was discriminated against for being a single mom. I feel my privacy rights were overlooked. I feel my Respa rights ( from researching my rights ) have been infringed. I hope you will stop this from happening to me again by this realtor and her lender who have a lot of the listings in XXXX Ohio. I lost my dream home!
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2016-06-01

San Gabriel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I am very past due on my mortgage so I applied for mortgage assistance. Well it has been a very long process where the underwriter keeps requesting more documents that have nothing to do with me or my loan. In short this loan is in my name only and given to me without any co-borrower, not even my husband. Well now that I am applying for assistance, the underwriter keeps requesting income and expense proof for my husband 's business and expenses. I have repeatedly written letters to explain that these things only belong to my husband who by the way does not contribute what so ever to the mortgage because it is only in my name. Last thing they requested was a XXXX for me for XXXX from XXXX which is my husband 's business. I wrote them a letter to explain that I was not a XXXX employee in XXXX, I only became XXXX in XXXX of XXXX. They now have denied me saying that I did not provide documents. I have provided everything they asked for in regards to my income and expenses. How can I provide a XXXX when I was n't XXXX at the time? Please help me, they are only interested in taking my home from me and not helping me. Also, they are trying to force me to give them documents that belong to my husband. He is not on the loan and is not willing to give those documents or help me with anything. Please help me keep my home.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-31

Houston, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-05-31

Pomona, CA

Settlement process and costs

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I obtained a mortgage through XXXX XXXX that mortgage was transferred to XXXX XXXX XXXX. After I starting having trouble paying XXXX XXXX XXXX transferred my loan to Resurgent Capital Services ( hereinafter Resurgent ). I initiated the Modification through Resurgent and during the modification process they transferred the loan to ShellPoint Mortgage Servicing ( hereinafter ShellPoint ). I obtained a loan modification ( Exhibit XXXX Modification Documents ) through ShellPoint. I never received a Clarity Commitment Statement from ShellPoint and I requested in writing that they explain how they arrived at the arrearages they were adding to my loan ( Exhibit XXXX ). Before the modification was granted I requested information on my mortgage from ShellPoint and they responded in a letter that the total amount due on my loan for the period of XXXX XXXX, XXXX through XXXX XXXX, XXXX was {$15000.00}, which is impossible when my total payment monthly payment was XXXX over 12 months would only be {$10.00}, XXXX. The {$10000.00} amount is assuming they were also paying the taxes and insurance, which they were n't. ( Exhibit XXXX Letter from ShellPoint dated XXXX XXXX, XXXX ). XXXX added taxes and insurance to my default payments even though I paid my own homeowners insurance during my default period ( Exhibit XXXX XXXX XXXX Homeowner 's Bill ) and neither ShellPoint nor I paid my property taxes during the default period. I made several payments during my default period some were accepted but others were not. There are a number of payments ( even prior to the default period ) that are listed as unapplied. I received XXXX different loan histories from Resurgent that do not match ( Exhibit XXXX XXXX Loan Histories from Resurgent ). In addition Shellpoint stated that I had a shortage in my escrow account in the amount of {$1200.00} and that {$26.00} of the modification would be applied to the Shortage over 60 months ( Exhibit XXXX Modification Offer Letter from ShellPoint ). Shellpoint also changed my modification payment 3 times before arriving at the final payment because they could not account for what all of the payment were covering. ShellPoint also stated in a letter that my Escrow Account contained a cushion of {$530.00} ( Exhibit XXXX Annual Escrow Disclosure Statement Dated XXXX XXXX, XXXX ). What happened to that cushion? I pulled an annual tax statement from XXXX 's website that says my shortage was {$1400.00} and that I had an negative amortization in the amount of {$7300.00}. I never agreed to any negative amortization. ( Exhibit XXXX XXXX Tax Statement from ShellPoint ). There is nothing in anything I received from ShellPoint that discusses negative amortization outside of the XXXX tax statement that I obtained from the Internet ( they never mailed me a copy of this statement ) ( Exhibit XXXX Loan History from ShellPoint ). In addition to the Modification I applied to Keep Your Home California and was granted Reinstatement Assistance Program ( MRAP ) and was told it was only available with a modification ( Exhibit XXXX Email Eligibility Letter from Keep Your Home California ). Shellpoint refused and told me that I had to choose between their Modification offer and the Keep Your Home California program but I could not have both ( Exhibit XXXX Letter from Keep Your Home California ). After modifying my loan ShellPoint sent the loan back to XXXX XXXX XXXX who then immediately raised my modified payment to cover the arrearage in the escrow account ( See Exhibit XXXX Letter from XXXX XXXX XXXX ) which was supposed to be covered in the modified amount ( Exhibit XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-31

Leeton, UT

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt was paid
Complaint: Our loan appears to have several issues surrounding the mortgage assignments, loan transfers as well as recordings with our local property XXXX accessor 's office here in XXXX XXXXXXXX.Our loan was originated by a fraudulent mortgage company going by the name of XXXX XXXX XXXX XXXX XXXX XXXX a XXXX XXXX which originated on XXXX XXXX, XXXX a fixed rate note. The loan amount of {$35000.00} was exacerbated by XXXX and our financial means was unsupported to repay the debt at an interest rate of 15 % .XXXX was ultimately shut down by the FDIC for origination of predatory lending practices, and an assortment of illegal failures to perform fundamental fiduciary responsibilities for countless homeowners.Our loan was originally table funded by XXXX XXXX XXXX XXXX. Then allegedly transferred to XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XXXX XXXX XXXX. However evidence provided in legal recordings show XXXX carried a Revoked License never to be reaffirmed to conduct business as of the date of XXXX XXXX, XX/XX/XXXX.Based on the statutes or RESPA, how could XXXX possible have reassigned the loan back to XXXX Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The reason this action is questionable is because assignment of a Deed Of Trust was executed on XXXX XXXX, XXXX, from XXXX Mortgage XXXX a XXXX XXXX XXXX XXXX was sold and transferred to XXXX XXXX Bank XXXX, XXXX XXXX XXXX Bank XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX XXXX XX/XX/XXXX.However, XXXX would not have been any position to have transferred the loan back prior to the License Revocation of XXXX XXXX, XX/XX/XXXX.Furthermore, we feel that assignments have been falsified by XXXX XXXX XXXX XXXX XXXX XXXX XXXX atty in fact for XXXX XXXX Bank XXXX XXXX XXXX XXXX Bank XXXX XXXX XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX series XXXX. The assignment dated XXXX XXXX, XXXX, indicates that the loan was assigned to Resurgent XXXX XXXX from XXXX. Again, the chain of title is still very unclear at this point.We are seeking the entire assignment XXXX complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX to Mortgage XXXX a New Jersey XXXX XXXX XXXX. Entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX Mortgage XXXX XXXX XXXX XXXX The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We are seeking the entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX, back to XXXX Mortgage XXXX a XXXX XXXX XXXX XXXX. As well as the entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX Mortgage XXXX XXXX XXXX XXXX The XXXX XXXX to XXXX XXXX Bank XXXX, XXXX XXXX XXXX Bank XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX series XXXX. Also we request entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX XXXX Bank XXXX, XXXX XXXX XXXX Bank XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX series XXXX to Resurgent XXXX. We are also seeking evidence of the Allonge to the note and all applicable assignments and recordings from Resurgent XXXX XXXX to XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX. ( END OF PART XXXX COMPLAINT )
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2016-05-29

Brown Deer, WI

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

2016-05-27

New Britain, CT

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have been in the process of obtaining explanations for questionable activity on my account. Obtaining a valid explanation has proven to be a daunting process until I filled my last complaint through the CFPB. Now that a line of communications has opened up and Shellpoint Mortgage Servicing company is willing to start addressing the customer service errors, I have drafted a list of the banking transactions and personal customer service errors the account has experienced. Please find a RESPA Qualified Written Response letter laying out the concerns over the accounts servicing errors.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-05-26

Silver Spring, MD

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

2016-05-26

San Diego, CA

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: This refers to Consumer Financial Protection Bureau complaint # XXXX. I have sent all required documentation to Shellpoint as of XXXX XXXX, XXXX. I have asked Shellpoint through a XXXX XXXX XXXX ( at XXXXXXXXXXXX ) if anything else is required for the Modification review. As of today 's date, XXXX XXXX, there has been no response from XXXX XXXX with Shellpoint. Today I filed the attached complaint with the XXXX related to their settlement with XXXX in XXXX XXXX. Please help me get an affordable Modification for my Mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-25

FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My new mortgage was sold to Shellpoint Mortgage Servicing on XXXX XXXX, 2016. The effective date of the transition of my payments from the prior, temporary mortgage company to Shellpoint was XXXX XXXX, 2016. On XXXX XXXX, 2016 I received a welcome letter from Shellpoint, indicating they were the my new mortgage servicing company and that I should make my monthly mortgage payments to them beginning XXXX XXXX. Included in the letter was my loan number and payment information. I proceeded to schedule an electronic payment through my bank to be delivered at Shellpoint on Monday, XXXX XXXX, 2016. The payment was received at Shellpoint on Monday, XXXX XXXX. On Tuesday, XXXX XXXX, I tried to log in to their website for the first time to view my account and make sure my XXXX payment posted. I could not register online because, according to the error message, my information did not match their records. I called Shellpoint on XXXX XXXX and after they confirmed my identity, they gave me a loan number which was very different from the loan number on my welcome letter. They told me the loan number I was trying to use was an inactive account. With the new loan number they gave me over the phone, I was able to log in, but while I had them on the phone, I asked about my XXXX payment. Of course it did not post to my account because I scheduled the payment to an inactive loan number. On XXXX XXXX, Shellpoint sent me an identical welcome letter to the one they sent me on XXXX XXXX. The only difference was the loan number. The loan number on the XXXX XXXX letter was the correct loan number - the same number they gave me over the phone and the one I was able to use to log into my account online. This letter was obviously useless to me, since I had already made my first payment on XXXX XXXX. And how stupid of them to send me a welcome letter on XXXX XXXX, five days after my first payment was due. Even more absurd is the letter they sent me on XXXX XXXX which included a payment coupon, with a payment due date of XXXX XXXX. Are these people really in the mortgage business? Is this a real company? I did an online search and apparently they are, but I 'm not convinced. I made numerous calls to Shellpoint after XXXX XXXX asking them to fix my account. Finally on Wednesday, XXXX XXXX, the representative spoke with a team leader. The outcome of that call was that they asked for proof of payment so they could locate my payment and post it to my account. I emailed the representative proof of payment from my bank. She told me they would correct the situation in XXXX to XXXX hours. I felt like I was finally making some progress. I waited until noon on Monday, XXXX XXXX ( 72 business hours after I gave them proof of payment ) and they had not corrected the problem. Today is Tuesday, XXXX XXXX and still my account is overdue. I need to mention that beginning on Tuesday, XXXX XXXX, Shellpoint has called my home every single day asking for payment. They call day and night, including Saturday and Sunday. They call these " courtesy calls, '' but in effect they are harassment. I owe them nothing, but because of their inability to manage mortgage accounts, I continue to be harassed and my account is still " overdue. ''
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-05-25

Hillsdale, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-24

Middletown, 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

2016-05-24

Green Bay, WI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I filed for a XXXX Modification with XXXX. XXXX sold the servicing to Shellpoint mortgage servicing. Then XXXX sent a letter to disregard the last letter. All " Initial Package '' per XXXX Guidelines, RMA copy attached include 1 ) RMA Form, 2 ) IRS form XXXX, 3 ) Evidence of Income and 4 ) Dodd-Frank All have been submitted. " Bank Sanctioned for Failure to Consider Loan Modification ''. I would like Shell point servicing to be considered for Sanctions. I was told that the Sale date and foreclosure were Suspended per XXXX and XXXX of the XXXX guidelines and My demand letter dated XXXX/XXXX/XXXX was never answered to me ( Third party auth on file. The sale date is tomorrow with on service or acceleration letter issued. The only issue is that we submitted the XXXX tax return and submitted a XXXX tax return instead of the XXXX. Now they want a XXXX submitted as well I guess the XXXX is not good enough. There was no written certification done as required by XXXX and XXXX of the XXXX Guidelines. The complete doc 's from XXXX have not been considered which were a complete package.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response