Date Received: 2023-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a Covid modification due to being affected by Covid. At the time of the modification, I complained to XXXX XXXX that I was not supposed to be charged back interest or for the payments that Shellpoint made on my behalf from escrow. Shellpoint refused to make the changes to the modification and XXXX XXXX said that I had to work it out with the lender. In the 1098, Shellpoint shows the principal balance on my loan is {$65000.00}. It shows interest paid is {$8200.00}. However to me, Shellpoints statement interest of {$10000.00} on my statement dated XX/XX/2022. It shows the principal is {$75000.00}. This means that Shellpoint is not being honest with either me or the IRS. The overpayment in interest for the year means that I should get a refund from Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From day XXXX since I was terminated from my job of 4 years, I then telephoned Shellpoint and asked them for options where I can save my home in the mist of me loosing my job. I was able to be put on a deferment and a forbearance. I was clockwise with the calls and filling out the paperwork for me to still be in the clear until I was able to obtain full-time employment. I have paperwork still where I made arrangements with them so I could avoid loosing my home. When I tried to send in partical payments I was told that they needed to be the entire payments. Still I was very consistent to letting them know that I was deeply impacted by the Covid- XXXX and that my income was limited to none. This mortgage company then slid my mortgage into default and my house is up for foreclosure which was not right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 390XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There was a lis pendens against my property, which I have retained my own attorney and got it resolved immediately and reported back to shellpoint, as my mortgage lien holder. However, they first illegally stop taking payment from me. Then bill me an outrageous unexplained " litigation cost '' of {$4700.00}. I called the customer care many times, but they refused to help. Told me to contact " XXXX '' which i did many times never got a reply. I have also mailed them qualified written request which i never got a reply.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11358
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the email I sent to higher up no response Good evening, We are a current client with your company. Originally we were a part of XXXX XXXX before your company had merged. This past XXXX of XXXX, we were notified that you are our new service provider. We are a part of the hardship program due to fraudulent activities on our former checking account that caused us to go through a hardship. When I called your company the week of XXXX I believe it was XXXX or XXXX of XXXX. I spoke to an agent because I was confused about the program and how it worked. Since it was the last week of XXXX, my husband got paid on XX/XX/XXXX. I asked the representative if I can make XXXX 's payment on XX/XX/XXXX and XXXX 's payment on the XXXX and she said yes and had set up the payment arrangements. ( Everything should be on your recorded phone log ) The day after XXXX we got notification from our bank stating If this was our transaction ( your company ) it was, but it wasn't authorized. Meaning that we told our bank that we authorized the payment on the XXXX and XXXX as agreed on a recorded line. So the bank marked it as a merchant error until further. I finally got a hold of a manager that day. I don't recall her name but she explained to me how the program worked and the representative should not had set up XXXX 's payment on XX/XX/XXXX. She explained to me if I keep XXXX 's payment as is then we will stay in the trial program that we were given. If not then we would have to regroup and figure a new solution for us. So she did not reverse the charge back. I quickly called my bank and I told them the situation I left it as is. For some reason the system marked that the bank did a reversed charge. I sent over the statement to loss ligitigan showing that the payment came out of my account. My husband and I called back on the XXXX of XXXX to make a payment arrangement since the manager had canceled the XXXX because of the payment coming out on the week of the XXXX for XXXX monthly payment. it's showing reversal we could not make a payment of the month of XXXX until a manager reset the program for us. We had called XXXX times. every representative had stated they have seen us call multiple times to get the payment arrangement. We just had to hang tight. I spoke to so many people that promise they will call me the next day or right after the holidays and not XXXX representative has done that. I finally spoke with a gentleman today. He told me that they need to see an actual hard copy from my bank of XXXX statement. No problem. I called my bank which is XXXX XXXX. Keep in mind as you probably know they don't have branches, at least not near us. Everything is done online. They said it will take up to XXXX XXXX XXXX days for them to send the XXXX statement. Once again. That's going to push us back a lot further than what we are right now. All we want to do is make XXXX 's payment and now upcoming month for XXXX. Can we just please figure out how we can just move forward with XXXX 's payment and so we can make these other XXXX payments so we don't get behind again. It has been an absolute horror. I even called XXXX XXXX to see if there is another way to get these payments but they said unfortunately because they merged you they can't. I have XXXX kids, a XXXXyear-old with special needs in the XXXXmonth-old. I can show you proof that we got screwed from our former bank that put us in this hardship and we finally move forward with another bank. We couldn't afford an attorney to help us with the situation. they all told us it was not worth the retainer plus other fees. I was told by multiple agents before this gentleman called me about your company was just going to reset the program. I don't want to be behind any further than we are. Can we figure out a solution if I can just send you a clean copy of our bank statement and then once the bank sends me the hard copy send that to via fax? I have to go up higher to you because it seems like I'm not going anywhere with representatives. I apologize for the long email. My husband and I just want to just get our payments done and move forward from this nightmare. If you have any questions you can respond to this email or contact me XXXX. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34219
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XXXX XXXX my payment has not posted on my account.I am with the HAF program Home Owners Assistance Fund thru the Federal Government. I checked with my local HAF department in the state of Florida and payment sent out XXXX XXXXI would like for them to find my payment amount and post this before the end of XXXXXXXX XXXX..If not posted by then I am subject to a 30 day late notice on my credit report. This is a federal government program so a 30 day late report to the credit reports should not take place.It seems every month I have to send a report so they can track this payment and get it posted on time.I value my credit report and if they can just be more proactive and get this payment that they know comes every month and get it posted on time by the end of the month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33950
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My motgage was transferred from XXXX loans to this Newrez company on XX/XX/XXXX. When i was transferred the time it took for the new Mortg co Newrez was in middle of the month so they said they were giving the client 60 days to catch up. I paid on XX/XX/XXXX XXXX dollars to catch up on my mortg. My mortg is XXXX a month. I paid half of XXXX and all of XXXX it is now XX/XX/XXXX i paid on XX/XX/XXXX XXXX they said i could XXXX that was owed still by XXXX XXXX XXXX. I tried that today XX/XX/XXXX and online they have me owing a whole mortg of XXXX on XX/XX/XXXX. I am worried they are trying to say i owe a whole month and say im behind a whole month when im not. I dont trust them since my mort has been transferred from XXXX to Newrez XXXX Please investigate this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They refuse to update the payment to reflect all payments received timely and returns payment to ensure you are late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX Shellpoint Mortgage took over my loan. I signed up for every XXXX auto pay, and pay additional XXXX a month. For example. They withdrew XXXX the following dates. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX then mail me a payment of XXXX saying XXXX is overdue. This is a regular occurrence since I've had the loan. I have called an complained. Because, I have had several Mortgage companies over the years. None of them has put my payments a month late. I've called a few times and they said it didn't matter, they weren't charging me a late fee. But, I was very upset, because they should be applying to the interest. I have all documents from bank. They always apply my payments a month late. majority of my payments are XXXX month late. Then every now and then it will say I have an overdue payment of XXXX By applying a month late it is defeating the purpose of paying ahead. Plus, I thought majority of interest was paid in beginning of loan. Desperately looking for answers, since I'm at retirement age. I just think what they are doing is wrong. Thank you so much for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There have been numerous problems and questions I've tried to get answers to with a legal aid service locally. I've not been able to get answers and I'm now coming to you as my last resort. I went through a divorce from XXXX to XXXX. I was awarded the home in the decree. The mortgage at that time was with XXXX. The balance was less than {$30000.00}. When the load XXXX was done in XXXX, unbeknownst to me when agreeing to it, the balance ballooned to {$50000.00}. No explanation or detail was given to me at that time. Since that time the mortgage was sold to XXXX, then XXXX, then New Rez and currently with Shellpoint. I've questioned each time the balance was transferred, it didn't seem to coincide with what it should be. In XXXX, I finally got an assumption to remove my ex-husband from the mortgage and a new loan XXXX to remove him from the mortgage. I thought at least that part was behind me ( but not the balance issue ). When the mortgage was transferred in XX/XX/XXXX, I discovered that the XXXX was split between my ex and myself. My attorney at legal aid requested they send me a corrected XXXX which they never have. I did receive a letter from New Rez stating his name was taken off, but I'm not sure that is true. I also was told at XXXX time that he was still financially responsible even after I assumed the mortgage. I have my account set up online to make payments and to watch the account. Also when the account went to New Rez, they had documents online concerning the transfer. At that time, I found they mysteriously had fees listed which there should not have been any after the loan mod. No explanation has ever been given for those to myself or legal aid. This has kept me from making any additional payments to bring my balance down. The fees listed are much older and some prior to the divorce!!! In addition to that, I can not see the account activity at all, I try to add my phone number as a contact and after I submit it shows until I refresh the account and it's gone. Lastly, I've spoken to a representative within the last 2 months about these matters not available and she made a comment that my account is not fully set up!! This all leads me to believe that somehow my ex is still on the account which after the assumption he should not be. I feel I've been conned and cheated by these horrible companies. I've read all the reviews of each of them and they all make my skin crawl. I've tried the only legal route I can afford to no avail. My home is all I have and right now, that is even in question. I know this is a lot but I'm so frustrated and tired of dealing with deceptive practices. If needed, I have statements from XXXX that shows there were no fees at time of transfer to New Rez
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: IN
Zip: 46530
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I found that Transition and XXXX had decreased my score by XXXX points because a Shellpoint Mortgage had reported my Mortgage as a NEW mortgage when in reality they service my account for Newrez who purchased my account from XXXX, so it was a transfer not a new loan. Shellpoint nor Newrez pulled a bureau on me so why would a XXXX mortgage company issue a mortgage loan without checking my credit? Don't make any sense
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A