Shellpoint Partners, LLC

2016-02-11

Buffalo, NY

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

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

Disputed: Yes Timely Response

2016-02-11

Itasca, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2016-02-11

North Port, FL

Taking/threatening an illegal action

Debt collection: Mortgage

Attempted to/Collected exempt funds
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-02-10

Bueche, LA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I initiated a Deed In Lieu foreclosure in or around XXXX XXXX. As per guidelines, I listed the house for sale for a period of more than 6 months. At the time, we were not given an offer. In or around XXXX XXXX, we proceeded with Deed In Lieu paperwork. As time went on, I would receive letters that required notarized signatures. Around XXXX XXXX, during a routine call, I asked the Loan specialist when would the final judgment be declared. She said all paperwork and final cancellation of loan should occur around the end of XXXX XXXX to the beginning of XXXX XXXX. In XXXX XXXX, I called and asked for a status on the loan. She informed me the paperwork was " at the clerk of court for XXXX county ( parish ) awaiting title clearance for house. '' For four months, I called every other week and received the same response. On XXXX XXXX, XXXX, I spoke with loan specialist supervisor. He explained about a problem shellpoint had with the third party law firm that was contracted to finalize the paperwork. I was told that the law firm sent the paperwork and a check to pay off all outstanding taxes to the clerk of court and that it was {$25.00} short. The clerk sent all paperwork back to the law firm. During this time, that law firm closed down. A new law firm was contracted and was attempting to find all lost paperwork from original firm for more than 2 months. At that time, he said he would start new paperwork that would have to be resigned and notarized again. If old paperwork was not found, the new paperwork would take an additional 2 months to get finalized. I asked if, after all paperwork was completed, that my credit would reflect any past due amounts ending in or around XXXX XXXX due to the fact that the error and delay were on the part of Shell points vendor and not because of myself or my wife, the cosigner. He said he would call me back after paperwork was completed and speak about it. By XXXX XXXX, I received word that the Deed In Lieu was approved and finalized and would reflect on my credit file within 30-60 days. I asked about showing past due payments only to XXXX XXXX and was told they would look into it. Around the end of XXXX I received notice of a credit change on file. I saw XXXX and others showed past due payments to XXXX XXXX. I have since tried to call the loan specialist and supervisor and left several voicemails with no answer back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-08

Reno, NV

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

2016-02-07

Houston, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage servicing provider ( Shellpoint ) transferred my mortgage to another service provider ( XXXX ). This is a standard procedure and I went through the process several times before. However, this time I was not informed about the transfer from either company! Because Shellpoint had a wrong address on file I did not receive their notifications. Additionally, since the new service provider ( XXXX ) relies on the address from the previous service provider, I did not receive any communication from them either. I found out about the transfer a few months later via a coincidence. I checked my credit report and noticed that my credit score dropped. Apparently I had a mortgage with XXXX that was more than 30 days late. I was confused as I had been making timely payments to my my mortgage provider. I called Shellpoint and they informed me that they are not my service provider anymore and they referred me to XXXX. Both providers admitted that they had the wrong mailing address and that the mail they sent to me had been returned to them. When asked why they did not call me both service providers did n't provide an explanation. I still do n't understand why Shellpoint never tried to call me while they continued to receive my mortgage payments several months after the service transfer. I immediately settled my balance with XXXX as they were very adamant about the outstanding balance. Working with the XXXX service providers and all three credit bureaus is very stressful and frustrating as it all could have been avoided. As of today I am still waiting for Shellpoint to reimburse me for three months of mortgage payments.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-02-05

Irvine, 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

2016-02-05

Ambler, PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-02-05

San Antonio, TX

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: During housing crisis XXXX purchased my mortgage from XXXX since I had never missed a payment since purchasing it in XXXX. Once I was ONE day late & XXXX notched my credit. In XXXX XXXX I unexpectedly retired & went to XXXX to help my daughter XXXX ( XXXX ). I got into credit card trouble & declared bankruptcy in XXXX XXXX. The attorney told me to stop paying XXXX since house was a rental & see what courts did. ( Bad advice ) XXXX transferred note to their bad debt subsidiary Shellpoint. When court allowed me to keep house, I immediately caught up all payments and fees. Since I live on social security income, I applied for Loan Modification. Denied. They said I had too much equity in the house because they said appraisal was {$110000.00}. I owe $ XXXX. Having done real estate, I researched XXXX and made a list of listings and sold and sent it in. They said they did n't get it. I sent it again ( see 2 attachments ). Denied because they held to their fraudulent appraisal. This was an appraisal by DRIVE BY ( against all standards ). Never made any effort to contact me or tenants and impossible for them to enter rear yard due to dog. This appraiser probably sat a computer and read the average price of home at that time in this neighborhood, which ironically, was {$110000.00}. But never checked square footage or comparable. Mine is a XXXX XXXX bath home of XXXX sq ft. On attachments, you can see the comparable square footages. However, there is a {$120.00} other fee showing on Shellpoint website. The first rep said not to worry about it, unimportant. Later, a second rep said she did n't know what it was for. The other day a third rep told me it was for the DRIVE BY APPRAISAL. I 'm now planning to sell the house ( in large part to be done with XXXX forever! ), but I know they will charge me for that unethical, fraudulent appraisal. They would n't give me name of firm, although I wanted to file a complaint with the XXXX XXXX ( appraisers ). The sum experience is that I believe there is collusion between appraiser and Shellpoint. That they want to foreclose and get rid of this loan because the equity is there. They wo n't lose money. They defeat the purpose of the Loan Mod Program. It 's not to assist people like me. They made it so difficult to apply. Twice I had to send in the application, then twice send the comparable sales. My request of you is to have Shellpoint drop the {$120.00}. fee for the " appraisal. ''
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-02-04

MD

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: We were coerced into financial ruin by several mortgage companies that our loan has been passed too in order to cover their wrong doing. We have been trying to negotiate a modification that has been used to entice us to leave a successful chapter XXXX, we have an attorney that has been diligently persuing this modification. With no success being brushed aside casually with a statement that they are not authorized to negotiate. Further they refused to provide proof that they are current holder of our note. We have also pursued this thru Congressman XXXX XXXX office. Their response to the congressmen office was entirely different than to us of which they will not respond too. All we want is what is fair and what they agreed to do when they accepted the XXXX XXXX in TARP money to provide loan modification to home owners who qualify.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-03

Bel Alton, MD

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

2016-02-02

Oceanside, NY

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

2016-02-02

Babylon, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-02-02

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: This reverts back to a complaint from XXXX XXXX Case number : XXXX related to the settlement from a law suit with the federal government giving us up to a 41 % principle reduction Modification opportunity in which XXXX explained where the income they used to process our Modification of XXXX XXXX, that income information was provided by us back in XXXX. Since then my wife was forced to changed jobs as I was and our income was negatively impacted plus, the Social Security income they used was inaccurate by over a thousand dollars too high. This income for the XXXX 41 % principle reduction Modification was not provided by us in XXXX it was transferred from a XXXX Modification we had applied for. The reason we did not respond back to CFPB when we received XXXX 's response was, XXXX told us they would consider us for that 41 % principle reduction opportunity. We then started sending the required documentation and were at the final piece of documentation necessary to complete the package for review when XXXX sold our loan to Shell Point servicing a division of New Penn Financial, LLC effective XXXX/XXXX/XXXX. When we received that notice we attempted to get that final documentation sent to XXXX XXXX at XXXX, 3 times with no response from him or XXXX. Then on XXXX/XXXX/XXXX there is a Notice of Trustee Sale filed against our home at the XXXX XXXX XXXX XXXX Office with a scheduled sale date of XXXX/XXXX/XXXX by XXXX with the recorded copy mailed to XXXX XXXX in XXXX XXXX. Since the mortgage has been sold I have attempted to reach XXXX XXXX on XXXX different occasions with no call backs. ( I got the contact number on my own from searching on line! ) I have not gotten anything in the mail from them. On my first call I did get the loan number ( XXXX ) and I was told there is a sale date of XXXX/XXXX/XXXX in the file and that the loan was discharged in Bankruptcy, from the person answering/directing the calls, which is not true ... ..Only my wife filed Bankruptcy ... ..I did not file, she had personal financial issues she needed to resolve. We have not received a denial letter related to the Modification with XXXX, that was almost completed or anything except a Notice of Trustee Sale. We want to save our home and that 41 % Principle Reduction opportunity gave us that chance and now appears gone as is our home.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-01

Saint Louis, MO

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-01-29

Milwaukee, WI

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Complaint: Began calling monthly about 5 months ago. Payment is due on the XXXX and statements are normally received that day or after and mailed immediately. They refuse to send the statement earlier requesting payment be made by phone or Internet for a fee. Payments have never been past the XXXX grace yet they continue to call. Called me at work this month and I told them I was reporting it.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-29

Hamburg, MN

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

2016-01-28

Bohemia, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have had a mortgage with XXXX XXXX for 20 years with no problem. Two months ago it was sold to Shellpoint Mortgage. They have not paid my real estate taxes with my escrow account. The town sent me a letter stating taxes were not received and I will get a 1 % penalty for late taxes. Also Shellpoint said they never received my XXXX payment. My XXXX account has me making the payment on XXXX XXXX of last year. Today I got a statement for last months mortgage payment and this months payment with a penalty for being late. Shellpoint states they paid taxes on the taxes on XXXX XXXX. The town said they have received nothing. No one at at Shellpoint returns phone calls to help rectify the problem.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2016-01-27

Henrico, VA

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

2016-01-27

Fairhope, OH

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-01-27

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

2016-01-25

MI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: In XXXX, I requested assistance from XXXX XXXX to modify my loan during a severe economic downturn. XXXX XXXX would only offer a 5 yr balloon option. I advised them at the time, that I was in the process of a short sale on my prior home and would not qualify to pay them off in 5 yrs. They stated that as long as I proved I had the ability to repay they would remodify after the 5 yr term. Fast forward to XXXX XXXX, I submitted for remod, XXXX sat on the file till XXXX XXXX, then sold the file to XXXX XXXX. I contacted XXXX XXXX and they said I had to wait for 60 days till they got the complete file then they would issue me a new remod package. I received that pkg in XXXX XXXX. Completed and resubmitted. They advised me in XXXX XXXX they would no longer accept pmts because the balloon came due in XXXX XXXX. I applied for assistance from the state in hope this would entice the lender to remod. The state said they would provide {$30000.00} but that they could not finalize unless the lender agreed to modify. XXXX did not respond for months but finally told me the investor would not extend the loan because they purchase the file on the secondary market as a fully maturing 5 yr balloon loan. I requested a reconsideration because this was a fraudulent transaction sale as this was sold to me as a balloon with the remod option at the end of 5 yrs. I did not hear back from them. Several months passed and I received notice that Shellpoint Mortgage was now servicing the loan. I requested for the mod pkg. provided all of the items and proof of income to support repayment. They said I cleared underwriting and were just waiting on the investor to determine which remod option was available. This took place in XXXX XXXX. XXXX XXXX they stated they needed 30 more days. I did not hear from them till XX/XX/XXXX. They declined the remod and gave the option to short sale or deed in lieu the home.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-01-25

Bakersfield, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX XXXX, XXXX I received a response from my mortgage servicer, Shellpoint Mortgage Servicing, thru the CFPB web portal, to my CFPB complaint, Case No. XXXX, filed XXXX XXXX, XXXX. Shellpoint was again, non responsive to specific items of the complaint in my XXXX XXXX, XXXX filling, gave intentional, verifiable, false information and deliberate false quotes attributed to me, the borrower. In addition Shellpoint deviously set an illegal consumer trap with a document entitled " Streamlined Modification Letter '' in order to fast track " A recording of a Notice of Sale '' on my home. Please find enclosed here with a letter along with supporting documentation sent to Shellpoint XXXX XXXX, XXXX detailing & evidencing the validity of these allegations.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-01-25

Neotsu, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: To whom it may concern : on XXXX XXXX we refinanced our house with new penn financial, shellpoint became the mortgage servicing, on XXXX XXXX they claimed they paid {$7000.00} on XXXX insurance, why? I do not know they have not given an answer. Our insurance premium is about {$150.00} a month, we had only been 12 months with this company there is no way we owe that amount. Our escrow got short now our payment went up {$500.00}, since we only pay whatever we agreed, we keep receiving letters of default and we are loosing our house. I have been fighting this company for seven months calling them every week in up to today I have not got a decent answer. We have never missed a single payment, this is very extresful situation and obviously they do n't care on fixing this problem. Thank you for your time I hope I can get some kind of help resolving this matter.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2016-01-23

Greenwood, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Hello, my name is XXXX XXXX. I 've been trying to get a loan modification from XXXX XXXX XXXX since XXXX/XXXX/XXXX. I just today ( XXXX/XXXX/XXXX ) have been notified of XXXX XXXX XXXX selling my loan to a company called Shellpoint Mortgage on XXXX XXXX, XXXX. I have not received any letters of this transfer and had no knowledge previously. I called them today and they told me that the loan was just today sent over to a loan modification specialist for review. They had 14 days to do that already and they have not done so until i called them. Also they are saying that there is a foreclosure sale date scheduled on my home for XXXX XXXX, XXXX. They said that they do not have to file/ record a new Notice of Default and Notice of Trustee Sale and the sale will stay the same from the old servicer. So essentially I only have Monday to get any documents in to Shellpoint mortgage to finalize the review for a potential sale postponement. The servicer is not giving me a chance to apply and be reviewed for a loan modification.I only have ONE day to do anything for my loan modification. I did not even have a single point of contact assigned before today 's date so that they could review my loan modification. How is this company operating. This company is so violating right of mine. California Homeowner Bill of Rights. " CALIFORNIA HOMEOWNER BILL OF RIGHTS The California Homeowner Bill of Rights became law on XXXX XXXX, XXXX to ensure fair lending and borrowing practices for California homeowners. The laws are designed to guarantee basic fairness and transparency for homeowners in the foreclosure process. Key provisions include : see : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response