Date Received: 2023-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mobile home burned XX/XX/XXXX and my insurance company paid my mortgage off with Ditech on XX/XX/XXXX in the amount of {$41000.00}. Ditech deposited the check on XX/XX/XXXX and I received a statement showing my loan was paid off and I was due a refund from my escrow. Ditech was purchased from Shellpoint Mortgage Servicing and since then they have sent me statements showing my loan was never paid and that I am accruing interest charges. I have contacted them and sent them all of the documents showing that my loan was paid off from my insurance company and that I did not owe the debt that they claim I owe. I still continue to get these statements and the balance continues to grow larger. I have hired XXXX Attorneys to represent me on this matter and they both have reached out to them, sent the documents in to Shellpoint and they still continue to sent me mortgage statements. I do not know what else to do besides file a complaint to try to resolve this matter.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I had a mortgage with XXXX XXXX XXXX and had taken a forbearance during XXXX in XXXX of XXXX. I began a repayment agreement with XXXX XXXX XXXXXXXX in XXXX. XXXX XXXX XXXX sold my loan to shellpoint mortgage and i continued with the same payback program that i had set up with XXXX XXXX XXXX. The agreement was that I would pay XXXX $ plus my regular mortgage for the next aproximately XXXX $ to be paid off by end of XXXX When i went to check my credit in XXXX i found that Shellpoint mortgage company was reporting that i had not paid, was not paying and in was in severe credit reporting to the credit companies. Can some one please help me clear my credit up. I have the original agreement and the payment schedule showing i was paying XXXX $ each month starting back XXXX. I. need some help as this new mirtgage company has destroyed my credit when i was really struggling to pay my mortgage plus an additional XXXX $ a month. Thanks. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint claims the {$5.00} wrongful payment from XX/XX/21 has been rectified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The mortgage company reported my loan 30 days late after they had agreed to move XXXX payments to the back of the loan. I feel proper expectations were not set. Had I been advise that this would of happen, I would have made the payment and requested to have a later payment moved
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80526
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 I submitted a request to have the PMI canceled on my mortgage. I have reason to believe that my XXXX on my home is such that I should no longer be required to pay this insurance. I was instructed by my servicing company, Newrez, that they would send me a request to cancel PMI application and that I would need to pay {$150.00} for a local agent to come and assess my home. I'm fine with that, however, it has been almost 3 weeks and I have not received the application. Every time I call they keep putting it off another week, etc. I have invested in excess of {$80000.00} into my home and I am quite certain that I should no longer be required to maintain PMI insurance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IN
Zip: 473XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez - Shellpoint Mortgage Servicing continues to be unable to provide accurate records and accounting of payments made. Have been trying to close out the mortgage for 3 months but continue to be provided with incorrect payoff statements. Accounting errors go back to XXXX of 2020. I have provided accounting that is clear of fees but NewRez can not find any errors in my accounting and at the same time does not understand their own accouting. NewRez accounting is full of false fees and credits that make their statement impossible to understand. They continue to put money in an escrow account when the property has been sold. Application of the escrow to the principal and the removal of recent late fees and property inspection costs on a property that I no longer own will bring the mortgage balance to zero. They should also provide proof of cashed checks that they claim to have provided as escrow refunds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I used a mortgage company called XXXX XXXX XXXX, they were infinitely better than whoever has my loan now. A company called Newrez and Shellpoint have my loan now and I can not reach anyone at the company. I can not pay the bill because I can not reach anyone. I have called every number on the websites and on the bills they have sent and all of the numbers are disconnected. I have called XXXX numbers, the only number that worked was a fax machine. How can a mortgage company destroy my credit but dont have a number to call to allow me to talk to someone about my mortgage? This is very unethical. With the previous company I did not miss any payments in XXXX years, and now im XXXX days behind because nothing works and I wont send a random check to an address with a hope someone is real and this isnt a scam. I hope someone looks into this company and makes some calls to see how unprofessional and unethical this company is. Below will be a URL for phone numbers of the company for your reference : XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Im sorry this is a long summary but these last few years have been hard enough without the financial damage that Shellpoint mortgage has done to me and my family. lt will take a lifetime to claw our back so this is very important to me. I am a self employed tile setter whose business suffered greatly because of the pandemic. My wife lost her job at the start of the pandemic and our now XXXX old little boy was just a baby. When I learned of the forbearance plan that Shellpoint was offering, it felt like a blessing. Instead, it has turned into an absolute nightmare. For starters, I was told that by enrolling in the forbearance plan, I would be able to suspend my payments which would then be added to the end is the loan, simple as that. Once the forbearance ended, I was told that for 3 months I would be in a probationary period, but if I made those 3 payments on time, I could sign a new agreement and continue on with my loan. I did everything that Shellpoint instructed me to do then continued to make my monthly payments. Maybe 6 months after the " probationary '' period ended I started looking into refinancing since rates were around 3 % and mine is 5.65 % This is when I discovered that despite following shellpoint 's directions to a T and remaining up to date on all my payments, they reported to the credit companies that I hadn't made 6-9 payments ( differs with everyone I talk to ) After countless phone calls and hours on the phone I got nowhere. I opened investigations with XXXX, XXXX and XXXX XXXX. Two of these bureaus informed me they " investigated '' by calling shellpoint and asking them if I had delinquent payments to which they replied, yes- Mind boggling detective work. I then hired XXXX to try to help resolve this issue with no luck. I have yet to find anyone at shellpoint who has been able to help me in any way. I was told at one point that there was fine print in the new payment agreement the stated the shellpoint was not responsible for negative effects on my credit. I responded by saying I didn't think that applied to me since I did everything that you told me to do! Fast forward 6 months and i was finally at a point where I had 12 consecutive months of online payments following shellpoints misreportings. I could start trying to refinance again. My credit score however, has not been repaired and with interest rates rising, refinancing now would yield an even higher rate than the one I'm currently locked into. It was at this time that I also discovered that the " deferment '' of payments to the end of my loan also included adding {$13000.00} to my loan principle and also somehow changed my loan to a 45 year loan while keeping the same monthly payment and same interest rate. I was halfway through my 30 year loan and to now learn that I have another 30 years left is devastating. First of all, when I signed up for the forbearance at the beginning of the pandemic it was explained to me that this a form of relief and that when the hardship was over, I would be able to defer the missed payments to the end my loan. If, for one second, I knew this would then allow the bank to add {$13000.00} to the {$120000.00} that I still owed, I would never have enrolled. What's more financially crippling is how Shellpoint kept my interest rate the same and kept my payment within a few dollars of what it was pre pandemic but restructured my entire loan by adding 15 years. Mathematically, this should be impossible. Like I said, if I had any idea of the repercussions of entering a forbearance agreement, I never would've entertained the idea. Once it was over, a shellpoint employee summarized to me over the phone, what the new agreement entailed which provided no indication of how costly this would be for an already struggling one ( self employed ) income family. By the time I got the agreement, I had only a short amount of time to get it notarized, turn around and send it back. Worth noting is that this agreement was my ONLY option other than losing our house. I knew I had to sign it and there were no red flags, since the i Im sorry this is a long summary but these last few years have been hard enough without the financial damage that Shellpoint mortgage has done to me and my family. lt will take a lifetime to claw our back so this is very important to me. I am a self employed tile setter whose business suffered greatly because of the pandemic. My wife lost her job at the start of the pandemic and our now XXXX old little boy was just a baby. When I learned of the forbearance plan that Shellpoint was offering, it felt like a blessing. Instead, it has turned into an absolute nightmare. For starters, I was told that by enrolling in the forbearance plan, I would be able to suspend my payments which would then be added to the end is the loan, simple as that. Once the forbearance ended, I was told that for 3 months I would be in a probationary period, but if I made those XXXX payments on time, I could sign a new agreement and continue on with my loan. I did everything that Shellpoint instructed me to do then continued to make my monthly payments. Maybe 6 months after the " probationary '' period ended I started looking into refinancing since rates were around 3 % and mine is 5.65 % This is when I discovered that despite following shellpoint 's directions to a T and remaining up to date on all my payments, they reported to the credit companies that I hadn't made XXXX payments ( differs with everyone I talk to ) After countless phone calls and hours on the phone I got nowhere. I opened investigations with XXXX, XXXX and XXXX XXXX. Two of these bureaus informed me they " investigated '' by calling shellpoint and asking them if I had delinquent payments to which they replied, yes- Mind boggling detective work. I then hired XXXX to try to help resolve this issue with no luck. I have yet to find anyone at shellpoint who has been able to help me in any way. I was told at one point that there was fine print in the new payment agreement the stated the shellpoint was not responsible for negative effects on my credit. I responded by saying I didn't think that applied to me since I did everything that you told me to do! Fast forward 6 months and i was finally at a point where I had 12 consecutive months of online payments following shellpoints misreportings. I could start trying to refinance again. My credit score however, has not been repaired and with interest rates rising, refinancing now would yield an even higher rate than the one I'm currently locked into. It was at this time that I also discovered that the " deferment '' of payments to the end of my loan also included adding {$13000.00} to my loan principle and also somehow changed my loan to a 45 year loan while keeping the same monthly payment and same interest rate. I was halfway through my 30 year loan and to now learn that I have another 30 years left is devastating. First of all, when I signed up for the forbearance at the beginning of the pandemic it was explained to me that this a form of relief and that when the hardship was over, I would be able to defer the missed payments to the end my loan. If, for one second, I knew this would then allow the bank to add {$13000.00} to the {$120000.00} that I still owed, I would never have enrolled. What's more financially crippling is how Shellpoint kept my interest rate the same and kept my payment within a few dollars of what it was pre pandemic but restructured my entire loan by adding 15 years. Mathematically, this should be impossible. Like I said, if I had any idea of the repercussions of entering a forbearance agreement, I never would've entertained the idea. Once it was over, a shellpoint employee summarized to me over the phone, what the new agreement entailed which provided no indication of how costly this would be for an already struggling one ( self employed ) income family. By the time I got the agreement, I had only a short amount of time to get it notarized, turn around and send it back. Worth noting is that this agreement was my ONLY option other than losing our house. I knew I had to sign it and there were no red flags, since the interest rate was the same and my monthly payment was the same. In hindsight, there are so many questions I wish that I'd asked. I also now realize I should've had a lawyer read my new payment agreement in order to make sense of the garbled, non sensical language that was purposely used in the new payment agreement. I've tried reaching out to shellpoint several times which only leads to more frustration. It seems there is no one I can talk to who can, first, explain how any of this is even mathematically possible and more importantly, how anyone could lure in people in need only to secretly destroy them financially. Offering " help '' in times of need only to force these same people into an agreement, they would otherwise never agree to, is absolutely cruel and in this case, criminal. I am absolutely devastated and truly would appreciate any help you could provide me and my family. Thank you nterest rate was the same and my monthly payment was the same. In hindsight, there are so many questions I wish that I'd asked. I also now realize I should've had a lawyer read my new payment agreement in order to make sense of the garbled, non sensical language that was purposely used in the new payment agreement. I've tried reaching out to shellpoint several times which only leads to more frustration. It seems there is no one I can talk to who can, first, explain how any of this is even mathematically possible and more importantly, how anyone could lure in people in need only to secretly destroy them financially. Offering " help '' in times of need only to force these same people into an agreement, they would otherwise never agree to, is absolutely cruel and in this case, criminal. I am absolutely devastated and truly would appreciate any help you could provide me and my family. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, My name is XXXX XXXX XXXX And my Husband name is XXXX XXXX Loan No. XXXX Address : XXXX XXXX XXXX XXXX XXXX, Fl XXXX Our complaint is against the mortgage company XXXX, XXXX On XX/XX/2022 We have sent an insurance payment check for the amount of {$17000.00} To the loss draft department attached with the settlement letter. They should endorse the named check an returned to us. We had tried to get in contact with the processor or supervisor to help us with this matter. We'll appreciate your help. Respectfully XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: We were unfairly reported as delinquent on our mortgage in XX/XX/XXXX. The delinquent payment was a result of technical issues with Shellpoint 's automated payment systems. Finally on XX/XX/XXXX, Shellpoint sent an apology letter to us acknowledging the technical glitches we experienced with their systems and stating that they would send an XXXX XXXX XXXX form ( AUD ) to the credit bureaus altering the report for XX/XX/XXXX from Delinquent to " No Data. '' Shellpoint had instructed us that we could follow up directly with the credit bureaus to ensure the AUD was accounted for. This information can be seen on XXXX XXXX of the attached apology letter sent to us. Around XX/XX/XXXX, XXXX days after the date of Shellpoint 's apology letter, I followed up directly with all the credit bureaus as instructed by Shellpoint and all the credit bureaus had in fact received and processed the AUD from Shellpoint as promised and all our credit reports were at that time reporting as " No Data '' for XX/XX/XXXX as expected. I thought this was the end of this saga, but at the end of XX/XX/XXXX, I noticed once again that all the credit bureaus were again reflecting XX/XX/XXXX as delinquent. I inquired with XXXX and was told that Shellpoint sent another update again reporting XX/XX/XXXX as delinquent AFTER the AUD in XXXX and this is why my credit report was once again showing the delinquency. It serves no purpose for me to follow up with the credit bureaus yet again about this if Shellpoint is going to come behind me each time and again report us delinquent for XX/XX/XXXX once the credit bureaus have already processed any AUD. I am offended that an apology and update was sent out to us by Shellpoint and yet once again I am back to square XXXX many months after the problem originally arose in XX/XX/XXXX. It is now XX/XX/XXXX and I'm back to the drawing board!!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A