Shellpoint Partners, LLC

2016-01-05

Medford, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-12-31

Santa Ana, CA

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-12-30

Campbell, CA

Communication tactics

Debt collection: Mortgage

Threatened to take legal action
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-30

Swiftwater, PA

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-12-30

Finksburg, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: After multiple attempts to resolve the problem, we spoke on the phone with Shellpoint Mortgage on XXXX. They finally informed us they had no intention of paying our real property taxes as they were dealing with a third party provider who was collecting data from the previous lender ( this had not been conveyed to us in prior conversations ). We informed Shellpoint we had emailed them a copy of our property taxes ( based upon a previous phone conversation ) on XXXX XXXX, 2015 and receipt was acknowledged. Due to the late date ( taxes are due XXXX XXXX, since we had no confidence in Shellpoint, and since we were told they were not going to pay our taxes, we went ahead and paid them ourselves, incurring a 2.45 % credit card fee, since failure to pay on time could result in injury to our credit rating. This could impact our security clearance possibly resulting in job loss.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: Yes Timely Response

2015-12-30

Smithtown, NY

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-12-30

Concord Twp, 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

2015-12-28

Briggs, OH

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-12-28

OR

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Have called the negotiator and manager assigned to the loan XXXX times total, XXXX voicemails left for the negotiator and XXXX voicemails left for the manager and have not received a call back. This started XXXX XXXX 2015 and I still have only spoken to the manager XXXX XXXX once since then on XXXX/XXXX/15. I have left XXXX voicemails for the manager XXXX XXXX since then and still have not received a call back, it 's complete negligence. The other problem and the reason why I 'm trying to reach the manager in the first place is Shell Point did an appraisal on the property at {$280000.00}. Our short sale offer is at {$280000.00}. It is a HAFA short sale which requires {$12000.00} to go to the second and {$10000.00} relocation assistance to go to the seller. They told us that the offer would have to be at {$290000.00} or we 'd have to negotiate the second down to {$2000.00}. This is against HAFA guidelines and the lender is " bending the rules '' to gain a higher net to their balance. We need this looked into and resolved, unfortunately all the CFPB has done for us in the past is reach out to management at the lender and take their word as bond and kick it back to us but I figured it 's worth a try to see if the CFPB will do something for once.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-12-22

Carson, MS

Loan servicing, payments, escrow account

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

2015-12-19

VA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Shellpoint Mortgage services our home mortgage and has had XXXX major servicing errors on our account in less than 45 days. Both of which my wife and I have had to spend significant time resolving. In XXXX of 2015 they incorrectly processed Homeowners insurance payments. After 6 hours on the phone over 4 days and filing notice of error Under CFR 24 they finally resolved and corrected our escrow. Then in XX/XX/XXXX we made out MTG payment and they processed it not once but twice resulting in a NSF charge on our bank account of {$32.00}. We called XX/XX/XXXX to notify them and they we very apologetic and cancelled the duplicated payment and offered to refund us the {$32.00}. We sent the necessary paper work to them that day. On XX/XX/XXXX they on their own accord reversed the initial payment as well and then charged our Mortgage account a {$25.00} NSF charge. At XXXX XXXX on XX/XX/XXXX we received a call from a " Number not available '' from Shellpoint. On that call they demanded to know when and if we were going to pay out mortgage. After I reviewed the account history and speaking to my wife I called back. They admit there mistake and have claimed that IT has fixed the issue. Though they resolved the escrow issue and are now working to fix the recent payment processing errors Shellpoint treats its customers as guilty until proven innocent. The only way I seem to get results is to threaten reporting them to this agency. Well, I have had enough ... As a servicer should be able to process escrow payments to insurers without tripple paying them, and they should be able to properly process payments without double withdrawing the funds and then charging the consumer a NSF and it should not take hours and hours of the consumers time on the phone fixing their mistakes. If I could switch servicers I would ... ....
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-12-18

Bermuda Dunes, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Disputed: No Timely Response

2015-12-17

Mogul, NV

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

2015-12-17

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: New mortgage with XXXX which was sold to shellpoint mortgage company. With all of the sudden change and confusion I had sent out post dated checks from XXXX. Upon no response as to checks received when I asked on the XXXX of XXXX I issued another set of checks for the monthly payments. I informed shellpoint that I stopped payments on checks XXXX to XXXX and replaced by checks XXXX. I asked them to destroy or return the checks upon receipt and keep the new checks. Shellpoint refuse to destroy the checks but submit them both monthly. I told them I can not afford XXXX sets of checks to be cashed monthly as payment on my account. Shellpoint is charging me NSF payments and late charges to my account for every month although they are receiving the monthly payments from my account monthly. I was told that I have until the XXXX of the month to make monthly payments. The checks they have on file are dated the XXXX of each month. I was told over and over after numerous phone calls and also after lodging a complaint that it is my error and the fees will stand. I find it very misleading by shellpoint for charging me all these fees and also telling me my account is in good standing. I asked if I could do auto debit from my account or pay over the telephone effective now for future. I was told the checks will still be deposited and I will be charge. Checks for XXXX, XXXX, XXXX, XXXX, XXXX XXXX and XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX XXXX which they should return to me or destroyed ; instead they are depositing them and they were notified well in advance that they were stopped. A total of XXXX checks I am getting charged nsf fees and late payments for each month. They were notified immediately in XXXX. When I initiated the calls each time I was told they did not have my file from XXXX. I got scared and cancelled the checks and contacted my lawyer that did the mortgage because I did not know where they went. I only cancelled the first set of checks because I was instructed to do that by my mortgage broker and the mortgage lawyer. I would like shellpoint to destroy the checks or return them with confirmation and remove the late and nsf fees they are charging me unnecessarily which will run until XXXX XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-12-17

Tucson, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received mortgage assistance for the state of Arizona 's Hardest hit Program. This assistance helped me make my mortgage payment for a period of time. however, my mortgage servicer ( Shell Point ) is not showing credit for 4 payment sthat were sent. And I have asked them to research and correct this. This request has been pending since 2013.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-16

IL

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

2015-12-14

Benjamin, UT

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

2015-12-12

Margate, FL

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

2015-12-11

E Palo Alto, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-12-10

Crowley Lake, 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

2015-12-10

Thompsons Station, TN

Communication tactics

Debt collection: Mortgage

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

Disputed: No Timely Response

2015-12-10

Seattle, WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-12-10

Brentwood, NC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-12-09

District Heights, 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: Yes Timely Response

2015-12-08

Madison, 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: Yes Timely Response