Shellpoint Partners, LLC

2016-05-24

Katonah, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to get a Short Sale on my home from Shellpoint Mortgage Services. The closing was set for tomorrow, XXXX XXXX, 2016 but had to be adjourned because of issues with Shellpoint. I have had to submit numerous documents multiple times to them because they kept saying they did n't receive them or were the wrong form, etc. I have called my representative at Shellpoint numerous times and she never answers the phone and never returns calls. Then she went on vacation and no one else seems able to help. It is my contention that they have received all the necessary paperwork, etc from me and my attorney but due to their incompetence the deal keeps getting delayed. Shellpoint already approved the Short Sale conditionally but we had to adjourn the closing because they say they did n't get certain forms back in time.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-23

Lincoln, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-05-23

Nutley, NJ

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

2016-05-23

Albuquerque, NM

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold from XXXX XXXX to Shellpoint Mortgage. My account with XXXX is under direct debt and the payment comes out of my account for the last XXXX years with no issues. After the transfer to Shellpoint my account was not being debted for the payment. I was never told until XXXX months later when I got a call about being XXXX months behind. I paid the back months right there over the phone to make my account current. I did not know at the time that Shell point would report my account as delinquent for XXXX months. I went to purchase a commercial property when the loan offer told me I had credit issues that would prevent me from buying my business property for up to XXXX years. I never got a letter or a call from anyone telling me that I would have to do something about the debt because my account was sold. I never asked for my account to be sold. I was perfect and happy with XXXX. Now because my account was sold, my business will suffer for XXXX years. This is not my fault. I simple call telling me I had to do something with the direct debt would have prevented the issues. I called Shellpoint and they told me there is nothing they can do to fix my credit. They had no other explanation. This is just wrong. This big banks make money off taking my loan and then turn around and hurt me and think nothing about. How is it my fault. I called Shellpoint and asked them to remove the lates from my credit. I was told that they agree with me and are very sorry but they can not remove anything from the credit. They told me to write a letter. I wrote the letter and sent it on XXXXXXXX/16 explaining my issues As of XXXX I still have not had a single call or letter from shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-22

Glendale, CO

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I am offered a Modification with very little information other then a Trial Payment of {$2700.00} from SHELLPOINT MORTGAGE SERVICING- The Contact agent will not give me the interest rate or the MORTGAGE AMOUNT- this is the third time and I am not going to pay {$8300.00} to fined out in XXXX to XXXX that a TON of Money is added to back end of the new NOTE-
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Untimely Response

2016-05-21

Dallas, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My Husband and I have she 'll point mortgage as our lender ... we were switched over from XXXX XXXX..they have XXXX our loan so many times and stated we were behind on our loan ... you can never talk to a live person you leave a message and they will call you back within 48 hrs ... ... so un professionally
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-20

Irvine, 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: Yes Timely Response

2016-05-18

Winton, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Shellpoint Mortage, XXXX SC increased my monthly mortgage payment without notifying me in writing or by email. The increase was for the impound account. Dates were XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX late payment are reflected on my credit report. However, my typical monthly payment was deducted from my account on XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX. Once I understood that increase I paid all the back amount due. My report should not reflect their incompetence.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-18

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: XXXX XXXX XXXX transferred the servicing of my mortgage loan to Shellpoint Mortgage Servicing, a division of New Penn Financial, LLC on XXXX XXXX, 2016. ( Exhibit A ) At that time, my mortgage was delinquent and XXXX XXXX XXXX had approved a six month forbearance on XXXX XXXX, 2016. ( Exhibit B ) Per statement balance from XXXX XXXX XXXX dated XXXX XXXX, 2016, my delinquent balance amount was {$6400.00}. ( Exhibit C ) On XXXX XXXX, 2016, I made a payment by check of {$3400.00} to a XXXX XXXX XXXX branch location in XXXX XXXX, Maryland. ( Exhibit D ) This should have taken my delinquent balance down to {$3000.00}. I received a mortgage statement from Shellpoint Mortgage with first payment due for XXXX XXXX, 2016 in the amount of {$1300.00}. ( Exhibit E ) I contacted Shellpoint Mortgage on XXXX XXXX, 2016 to notify them of a my payment that I made to XXXX XXXX XXXX. I spoke with XXXX XXXX XXXX, he informed me that my total past due amount is {$6400.00}. I told him I did n't understand why it is that much. He explained there is {$2500.00} of fees and charges accrued over the years of having the loan. He told me to email escalations. I sent an email to escalations on XXXX XXXX, 2016 ( Exhibit F ) and another email on XXXX XXXX, 2016. ( Exhibit G ) I received a letter dated XXXX XXXX, 2016 in response to my emails. This letter shows a balance of {$7800.00}. They state in the letter that {$2500.00} are corporate advances. ( Exhibit H ) I have a statement dated XXXX XXXX, 2016 with a past due balance of {$7800.00} ( Exhibit I ) and a statement dated XXXX XXXX, 2016 with a balance of {$4300.00}. ( Exhibit J ) I made a payment of {$1300.00} on XXXX XXXX, 2016 ( Exhibit K XXXX On XXXX XXXX, 2016, I called Shellpoint customer service and spoke with XXXX XXXX and XXXX XXXX, they stated my current balance due is {$6400.00}, delinquent for three payments. My monthly payment is {$1300.00}, which adds up to {$3900.00}. I do n't understand what is happening to my mortgage account. I fear that this transfer of mortgage servicing is going to cause me to lose my home due to errors in financial computing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-17

FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: In XX/XX/XXXX, I signed a {$2500.00} promissory note with XXXX. The original docs were altered after I signed. I filled a fraud compliant with XXXX. They agreed and waived the balance of the loan. In XX/XX/XXXX, Resurgent bought the loan and I refilled the fraud complaint and Resurgent agreed and waived the loan. I have not received any bill since XX/XX/XXXX. In XXXX XXXX ( last week ) I received a Mortgage statement for {$8500.00} from Shellpoint MTG. Confused, I called Shellpoint. XXXX, in the Shellpoint XXXX office indicated they purchased the " mortgage '' from Resurgent. The 10-year-old, {$2500.00} promissory personal loan magically converted into a mortgage attached to my primary residence. XXXX confirmed the loan was indeed a mortgage on my home and was in the XXXX lien position. Shellpoint is threating me with foreclosure and placing it on my credit. Statue of limitation on promissory notes is only 4 years. I shredded all my old XXXX doc 's long ago. I have called 3 times and sent in 3 requests for lien documents and strangely they ca n't find any.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-13

Carrollton, TX

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

2016-05-13

FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: Our firm, XXXX XXXX, XXXX, has been monitoring our client 's request for mortgage assistance to Shellpoint to ensure Shellpoint 's compliance with Regulation X. For the past several months, we have been actively trying to save our client 's property from foreclosure through the loss mitigation process. This is the second CFPB complaint we have had to file in connection with this loan account due to Shellpoint 's failure to properly process our client 's loss mitigation application. Moreover, we have had to send several Requests for Information and Notices of Error in connection with the aforementioned failure. Shellpoint has failed to provide any substantive response to any of our correspondence since the last CFPB complaint filed. We sent Shellpoint our client 's complete Request for Mortgage Assistance Application via facsimile on XXXX XXXX, 2016. Additionally, a hard copy of the application and supporting documents were mailed via certified mail [ Tracking No. : XXXX XXXX XXXX XXXX XXXX ] to the address designated by Shellpoint for Loss Mitigation applications on XXXX XXXX, 2016. According to the U.S. Postal Service, Shellpoint received the hard copy application and documents on XXXX XXXX, 2016. Moreover, we sent a Request for Information ( " RFI '' ) to the address designated by Shellpoint on its website for such correspondence on XXXX XXXX, 2016 asking Shellpoint to determine whether the application submitted was complete or incomplete and to provide a list of any documents missing if any. At some point after, a Shellpoint representative called our client improperly despite knowing he was represented by an attorney and being instructed to respond by written correspondence only to our law firm 's address. After not having received any written notification regarding whether the application was complete or not, we submitted our first CFPB complaint addressing said concern and the lack of responses we were receiving from Shellpoint. Subsequently, we also called the representative back and instructed them again to refrain from directly contacting our client in any way and to only communicate with his legal counsel. The representative gave us a list of documents that were required in order to complete the review of the application. The additional documents were submitted to Shellpoint via facsimile using the number provided by the representative on XXXX XXXX and XXXX XXXX. Moreover, we sent another Request for Information asking for confirmation that the package was now complete with those additional documents on XXXX XXXX, 2016. As of the date of this complaint, we still have not received any confirmation from Shellpoint regarding whether the application is now complete or if additional items are still missing. Also, Plaintiff 's counsel in the active foreclosure has continued to pursue its efforts in obtaining a foreclosure judgment against our client while there is a pending loss mitigation review. We have sent several Notices of Error pertaining to this case since the last CFPB complaint was filed and still have not received any substantive response from Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-12

Bowie, 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

2016-05-12

Castro Valley, 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: Yes Timely Response

2016-05-11

Las Vegas, NV

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My detailed hardship letter does not fit here and is submitted with my other documents.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-09

CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Shellpoint Mortgage Servicing services my loan and also collects money from me monthly for an escrow account, from which they pay my property taxes and homeowners insurance. The problems in the past stemmed from this escrow account, which they like to pad with exorbitant amounts of extra money to prevent the escrow account from going into the red when they pay the taxes twice a year. XX/XX/XXXX, they again decided to pad the escrow account and raised my escrow payment by {$1300.00} per month. This was the beginning of the nightmare that has now resulted in five months of Shellpoint lying to me, ignoring my calls, never returning calls, passing the buck, leading me up the garden path to nowhere, sending them mountains of paperwork and generally wasting my time. Even worse, they have ruined my credit, which was excellent when I applied to them for a modification XX/XX/XXXX. They have incorrectly reported me as having been late on payments, when all along, it was Shellpoint who had not applied the funds I paid them in XX/XX/XXXX and XX/XX/XXXX for the XX/XX/XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-05-06

Cleveland, OH

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

2016-05-06

AZ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My name is XXXX XXXX. My loan was recently transferred by XXXX to ShellPoint. ShellPoint for some reason put the loan in the " Bankruptcy '' category. And because of that all my previous payments went " somewhere '' and did not reflect on my current account activities. As the result, my account today showed " 3 payments past due. '' I also received a letter " Intent to Accelerate. '' They locked me out of my account, then somehow it was turned back on last month, and now I 'm barred from making payment. I left a message and faxed them previously, most recently last month, yet no one tried to call or contact me back regarding the matter. I 've started receiving pre-foreclosure letter. ShellPoint customer service is not helping me, they do n't disclose information as of why or how or how to deal w/ the matter. They would tell me they ca n't and only BK department can, yet NO ONE from BK has ever tried to contact me or responded to my requests! This also affect my credit rating, and the pain and sufferings I 've endured in the last few months.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2016-05-05

New Britain, CT

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I have been disputing questionable activity on my account from XXXX XXXX through XXXX XXXX with little to no assistance from Shellpoint Mortgage Servicing. XXXX XXXX I received a foreclosure letter. I have since sent in a RESPA letter requesting documentation to complete an audit on my account. I believe Shellpoint has mismanaged my account by applying other account payments and fees to my account. They have since charged me with copious fines and fees, claimed I was paid through XXXX XXXX, XXXX and then rescind their claim. The activity on my account since XX/XX/XXXX has been criminal and negligent. Shellpoint has intentionally worked to cover up and make amends to an error in processing on my account rather than have a conversation with me to work on adjusting my mortgage correctly. I have the letter I sent for your review as well as a detailed timeline accounting for all activity and communication between myself and XXXX since XXXX XXXX. I believe I may have a good case with multiple violations, including wrongful foreclosure. XXXX/XXXX/XXXX Loan Modification requested - over phone XXXX/XXXX/XXXX Decrease in account by {$5100.00} - from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Inquired with Customer Service Rep XXXX @ XXXX about issues with XX/XX/XXXX payment history XXXX/XXXX/XXXX Payment History Notes requested - over phone XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Loan Modification mailed to XXXX XXXX of XXXX XXXX I submitted loan modification request forms XXXX XXXX, XXXX to XXXX XXXX, XXXX XXXX - XXXXXXXXXXXX. XXXX informed me I did not qualify for a loan modification because my loan was up-to-date with payments. She advised me to withhold payment and resubmit my XXXX XXXX XXXX. XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Increase in account by {$5100.00} from {$150000.00} to {$150000.00} then decreased {$4700.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Account increased {$4000.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Past due letter received in mail XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX XXXX notice to mortgagor letter received XXXX/XXXX/XXXX Phone message left with XXXX XXXX at XXXX, ( received no call back ; Customer service rep, XXXX XXXX, informed me on Monday, XXXX XXXX, XXXX that XXXX XXXX at XXXX is my account XXXX and I would be contacted by her within XXXX hours after leaving a phone message. As of Thursday, XXXX XXXX, XXXX it had been 10 days with no return communication. XXXX/XXXX/XXXX XXXX contacted - advised to ask for escalation - if I do not hear from Shellpoint to contact XXXX at XXXX XXXX/XXXX/XXXX Foreclosure letter received in mail from XXXX/XXXX/XXXX I called Shellpoint - my assigned account manager was XXXX XXXX ( no longer employed with Shellpoint at the time ) XXXX assigned me to XXXX XXXX @ ext. XXXX Follow-up up from Shellpoint Mortgage Services was non-existent until XXXX XXXX was assigned as my account manager around Wednesday, XXXX XXXX, XXXX when I was corrected by Customer Service Rep. XXXX at XXXX. XXXX informed me my account manager was XXXX XXXX, whom is no longer with the company and that I had no assigned account manager. Earlier that evening Customer Service Rep. XXXX said he assigned my account to a XXXX XXXX at ext. XXXX. Even still, I had to contact XXXX XXXX, XXXX lawyer - XXXXXXXXXXXX before XXXX would contact me. I question how long my account was assigned to a non-active employee, hence, not being monitored / managed properly by Shellpoint Mortgage Services? XXXX/XXXX/XXXX Phone message left with XXXX XXXX XXXX XXXX/XXXX/XXXX XXXX XXXXXXXXXXXX phone conversation Submitted PMI rep
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-05-04

Harvest, AL

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 Untimely Response

2016-05-03

Chicago, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-05-02

Miami, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2016-04-30

Key Biscayne, 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

2016-04-30

Joliet, IL

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

2016-04-29

Aurora, IL

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response