Date Received: 2023-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an email from my mortgage company on XX/XX/XXXX stating that they had not received payment for my XXXX mortgage. My wife and I confirmed with our bank that payment was made to the mortgage company on XX/XX/XXXX via bill pay in the amount of {$1300.00}. On the evening of XX/XX/XXXX, I sent via email that the payment was processed, the email included the confirmation number. After discussing the matter with representatives from the mortgage company on XX/XX/XXXX and again on XX/XX/XXXX, I also sent proof of payment via fax on XX/XX/XXXX. My phone calls and the documents I sent to my mortgage company initiated an opening of " payment reapplication task ''. On XX/XX/XXXX, I received notification via mail from our mortgage company that our XXXX payment is past due and that we have been charged a late fee of {$43.00}. On XX/XX/XXXX, I received a correspondence from the mortgage company explaining that my request had been reviewed and the following resolution was determined, " Please have homeowner check with their bank to see if the check that was sent has been cashed. We have checked the system and are not able to locate the funds or check '' and the correspondence went on to remind me that my payment was past due. The correspondence included only XXXX attachment, my Loan History Summary, which showed no payment for XXXX. After receiving this message, my wife and I reached out to our bank to confirm that our payment was sent electronically and that the mortgage company had NOT refused payment. We asked for additional proof from our bank and they provided the Payee Routing #, XXXX XXXX #, and File Trace # for the XXXX payment. As suggested by their representative, we passed this information via the Contact Us section of our online account with the mortgage company on XX/XX/XXXX and they sent an email confirming they received our inquiry. On XX/XX/XXXX, I received correspondence through the mail requesting that I contact my mortgage company to discuss options to avoid foreclosure and that a negative report may be sent to a credit reporting agency if I fail to pay. The same day I called the mortgage company for a fifth time since receiving the first email on XX/XX/XXXX. An automatic notification informed me that " the task has been completed '' referring to the payment reapplication task regarding the XX/XX/XXXX payment. The representative I talked with stated that, despite sending in proof from my bank on XXXX separate occasions, they do not have proof of our payment that my wife and are still delinquent on the XXXX mortgage payment. I asked to speak with someone from loan servicing and I was told that the only way to correspond with them would be through email. Feeling our mortgage company had been dismissive of the proof I provided and feeling that my credit is particularly under threat, I decided to submit this complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95370
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage has been paid in full already ; the total amount has been taken from my trust. I have requested disclosures, proof of contracts and other important information that they refuse to provide to me. When I write them letters, they promise to send the information that I request but they never do. I've been very confused with this business relationship as I have exhausted my administrative remedy without this company being honest with me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95204
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have loan with SHELLPOINT MORTGAGE SVC. I have always made my payments on time. For some reason, I realized that there were 30 days late payments on my credit report. I have read enough to understand my rights. The 3 Credit Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints. I believe the company is violating Sections 616 & 617 of the FCRA. I believe theyre unwilfully noncomplying with federal law & this issue is creating a ton of emotional physical stress. Id like this matter resolved ASAP as it is impacting my health & wellbeing. Please fix the late payment from this account. Below is the account with erroneous information and Id like remedied ASAP. XXXX XXXX Date Opened XXXX XX/XX/15 Balance : {$270000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93638
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I can currently 5 payments behind XXXX XXXX, XXXX, XXXX, XXXX XXXX stated they send payment XXXX of every month but no payments are being applied to my account as I was awards XXXX payment assistance from XXXX program.my Loan was transferred from XXXX to shellpoint mortgage XX/XX/2022 and I know it take 60 days for loan to update however that 60 day will be up in 3weeks and I have seen no progress with payments being posted please help me with this problem on my account. I also updated XXXX to send all payment to my new mortgage company shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: NewRez is at it again. After getting them to finally agree they messed up they said they would keep me off the marketing list ( see CFPB complaint XXXX ) and yet I receive another marketing offer. I have submitted, and they have admitted receiving do not ( marketing ) contact and they continue to do so.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AZ
Zip: 85210
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX transferred service of my loan to Shellpoint. Just before this transfer, I ended my COVID forbearance under XXXX, and made restarted payments eff. XX/XX/XXXX but was told I had to make phone payments because underwriters were working on my account. I requested the removal of PMI based on the evaluation of my home, done by XXXX 's broker and was issued a XXXX letter XX/XX/XXXX, showing the increased value of my home, which put the value above the threshold to carry PMI. XXXX let me know that underwriters would automatically remove this, they issued the letter and it would be included with all materials when the underwriter saw it, and I would see the removal of PMI in my statements once the underwriting was complete. When I asked why an underwriter was reworking my loan, since my mortgage terms remained the same per my COVID deferral/ending agreement, a XXXX agent let me know that all those ending COVID forbearance go through underwriting and it would take minimally 45 days to complete this. All this sounded reasonable, so I waited but have yet to receive any information around the underwriting and why this was done, and its effect/if any ; there should not be any effect on my original terms. Shortly after this XXXX conversation around undewriting and request to remove PMI, I learned in late XXXX that my mortgage servicing would move to Shellpoint, with XXXX continuing to hold the note, eff. XXXX XXXX, XXXX. When I transferred, I called Shellpoint ( many times ) to ask about status of the PMI removal they said they would review that and did not have the records or any information. I stated that I have the XXXX letter and it should be in my records from XXXX. Shellpoint said they would review it after they got my records and then later told me they could not 'see ' any records prior to my mortgage being transferred to Shellpoint for servicing. It is XXXX and my account is still inaccessible online. The PMI is still on my mortgage statement/payment. I have to make my payments by phone - and when I call to request a fix, a CSA tells me they are working on it, but not before they tell me they are a 'debt collector ' and then the best they can do is submit a ticket. By law Shellpoint/any services has 60 days after transfer to provide transparency around your mortgage. I am also now being hit by Shellpoint with an escrow shortage, an increased mortgage payment ( which indicates any underwriting is likely already complete ). I spend countless hours on hold with Shellpoint attempting to resolve but with no resolution and no information from them. At times, I have spent 2 hours on hold with no one answering. Who has the TIME to wait like this and then be told they don't have the info and/or they will file an IT ticket or complaint. This is not a good servicer that leaves the consumer in the dark about payments. What I want : access to view my mortgage and terms ; information on what is now a 2nd escrow analysis ( XXXX in XXXX, a XXXX in XXXX ) ; removal of PMI based on my XXXX letter showing increased house value ; transparency around the COVID deferral/no-interest back due amount that should be shown separately from my main mortgage ( I am under same terms as prior to COVID, per my deferral agreement. ) which is now shown as being grouped in with the main mortgage with interest being charged on the combined total amount ( an increase of $ XXXX per month ). ( My total mortgage was {$510000.00} prior to my COVID deferral of 12 months. It is now showing on the paper statements that Shellpoint is sending as {$520000.00} with no breakout of the missed payments ( PITI ) from the new total mortgage balance. ( XXXX made escrow payments during my COVID forbearance ; any backdue should be tacked to end of loan, or sale/refinance. ) When I ask for clarification or correction from Shellpoint I am told they dont have my mortgage information prior to transfer, or, that I can file a complaint and they can do an analysis. They are not providing me with information around the details of my mortgage other than 2 paper billing statements and a 'hello/goodbye'/ 'welcome ' letter. Shellpoint is very simple not following the federal law regarding PMI removal, COVID deferrals and using delay tactics with the additional upfront cost being pushed to me/the consumer, while they take many more months to get information from XXXX and do an analysis. Shellpoint illegal delay tactics are costing me serious money and stress. At minimum, my interest on the mortgage should NOT be significantly and consistently higher than when I began the COVID deferral ( but it is per the 2 statements I've received ) and with PMI being removed, per law, my mortgage payment should be reduced by approx. $ XXXX {$150.00} per month. I want clarity around the ENTIRE scope/duration of my mortgage, what escrow payments have been made, what has been deferred into a zero interest account, and the removal of PMI.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shell point mortgage has sent me a new set of loan papers for a loan modification that was completed in XX/XX/2022. They have also sent me a notice that I am in default on my loan. I have made all payments on time. I have left messages and sent emails since XX/XX/2022 when I received a set of loan modification papers by XXXX. I just simply want to know what is going on and how can they fix this. We. Are in our XXXX and this has been very upsetting that they will not call or email us.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: LA
Zip: 70769
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I was behind with my payments of my mortgage. The amount was XXXX. I explained the mortgage what happened and they considered and said that a modification was a good thing to do. I send the paperwork that they asked me even I told them my hardship and said yes. You can qualified and always asked for paperwork that wasnt easy to get, I mean to the same week o the month and the balance was increased. My situation was serious and no answer for them they transferred my mortgage to other company, believe me was a nightmare they did this to hard. I read in a law code that a mortgage can consider a low payment until the person get recovered can do the same payment as used to do. But no., never applied the law for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95961
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have submitted payments for our mortgage through bill pay using XXXX bank for years. Our XXXX payment was sent to Shellpoint Mortgage on XX/XX/XXXX in the amount of {$3000.00}. The payment went through and money was removed from our account. I was notified via email that the payment was not received by Shellpoint in XXXX. I submitted documentation of the bill pay and our bank statement to Shellpoint using their web portal on XX/XX/XXXX. I have called Shellpoint 4 times in the past 10 days. They are telling me they can not locate the payment as the address for their billing/collections changed. We were not notified of this ahead of time. We have since changed our bill pay to the correct address. Shellpoint has told me they can not locate my payment and my only option is to submit another payment for XXXX XXXX has said there is no way to get this money back to our account without Shellpoint issuing a refund. It seems wrong that I have to pay twice for my mortgage for XXXX because Shellpoint lost my initial payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78731
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was originally held by XXXX XXXX XXXX and was sold to newrez in XX/XX/2022. Neither notified us of the sold account 30 days prior to the transaction as is required by law. Newrez reached out XXXX weeks prior to the change. I mailed a payment on XX/XX/XXXX after calling and getting the address to send checks as for some reason I was not able to complete an schedule payment on the portal. The check was required to be delivered by the XXXX. When I saw the check had not been cashed, I called the company who told me that this was a known issue affecting a lot of customers and they didnt know why they were not receiving payments and told me to call back the following week. I did and was told there was still no resolution and that I should just make another payment to avoid having anything negative on my credit report, and I asked why they did not have a policy in place if they knew the reason why they were not receiving payments was an issue on their end. I called again today and spoke with a manager and he said theres nothing he can do besides give me options to either pay again now or wait for the payment to post. For people who are outside the grace period from the transfer they are reporting negatively on these people over an issue the company created by changing payment addresses on the mortgage statements but not updating the barcode that is scanned for the post office
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A