Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My issue is an overfunded escrow account which has increased my monthly payments to {$360.00}. mth. The first time this happened, my mortgage company told me my taxes had increased. I'm a senior with senior freezes and homeownership freezes. After investigating with the county, for some reason, Shellpoint was estimating my taxes higher. At the end of each year, I receive a refund. I was paying {$1100.00}. mth, and my monthly payment should have been {$880.00}. mth I live on a fixed income with little room to waggie. The issues in XXXX the mortgage company again raised my monthly payment. Again I protested and came to the point I could no longer make the payments. On the XXXX of each month, I sent {$1000.00}. They would accept the payment and mark my credit late for 10 months. I was in constant contact but they said they couldn't do an escrow analysis until the end of the year and sent me a check in XXXX for the overpayment. Now, after a two-year fight, I have bad credit. This is my problem. I've asked the mortgage company to correct my credit report since I was only supposed to pay {$880.00} mth. I'm looking to see if I have any rights to make the mortgage company change its reporting. Attached is the XXXX XXXX tax bill amount and how much they paid. I sent them a request and their responses need more info XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2022, our property at XXXX XXXX XXXX was sold. Shellpoint Mortgage, the Servicing Company, provided the Title Company, Landmark Title, LLC, with a payoff amount of {$550000.00}. However, the mortgage statement dated XX/XX/XXXX, depicted an outstanding principal balance of {$380000.00} and a deferred balance of {$39000.00}, a difference of {$120000.00}. The account number for our mortgage was XXXX. I solicited the service of XXXX XXXX to recoup our funds but Shellpoint mortgage failed to respond to the Attorney 's letter, demanding an explanation. I called Shellpoint and I was told by a Representative, that they never received my Authorization Letter, granting DSK Law the authority to represent me, which, in-fact, accompanied my Attorney 's Demand Letter. Thus, I'm filing this complaint to recoup additional funds due to us if a reasonable explanation can not be provided, for the Payoff amount and other fees. XXXX & XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX and in XXXXI applied for XXXX tax exemption with my county tax assessor. It took 12 months for the exemption to process so my mortgage payment went up roughly {$700.00} a month. I continued to make my payments on time each month in XXXX to XXXX. Around XXXX of XXXX, the tax exemption went through, and my tax payment was cut by half. I turned in the proper paperwork to the mortgage company and sent request to have my escrow re-analyzed to reflect the correct tax payment. Being in Washington state, the mortgage company noted my escrow would be analyzed in XXXX each year. XX/XX/XXXX, I saw that the mortgage company processed the tax paperwork but still had not adjusted the monthly escrow amount due each month. I again requested to have my escrow analyzed and the mortgage company responded by asking me to refinance. XXXX, XXXX, XXXX, XXXX I asked to have the escrow analyzed and still nothing. I now have a XXXX XXXX in escrow that is overpayment, and they are still keeping my money and not analyzing escrow despite my request.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98188
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, 2020, after initially applying in XXXX, 2020, I received a mortgage with Newrez. After getting the mortgage, I filled out a document stating I didn't want to receive advertising offers. I got some. So, I called and they said it would be taken care of and the ads would stop ( aside, they want me to refinance my less than 3 % mortgage with one over 5 % ). I am sick of their ads, they are not stopping them even though I have told them through 2 of their methods to stop.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 85210
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: shellpoint mortgage should be finding out whos my lender, also the debt thats accuring on my mortgage, is from identity theft caused by inflation and covid 19. income do not match pandemic. this is inequality.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53218
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold by XXXX XXXX XXXX to Newrez LLC. XXXX did not provide any information with regard to where to send our payment, or if we would be issued a new loan number. I did find an address online for Newrez and send them my monthly mortgage payment using my XXXX XXXX XXXX number. It was a month before I received a statement or any information from Newrez LLC. On the statement I noticed that the payment I had sent to their XXXXXXXX XXXX office was not credited to my account. I also became aware that {$980.00} overage was in my escrow account. I called Newrez and asked for an escrow audit and mentioned that according to RESPA, I should be due an overage refund. I was informed that Newrez would not complete an escrow review until XX/XX/2023 and that I would not be receiving my escrow overage until such time as that was completed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40701
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last email I sent to Shellpoint mortgage tonight. Good Evening, I have three mortgages with your company and out of those three mortgages I have attempted to set up automatic payments three times! I thought we finally did it this third time. That everything would finally go smooth but once again I have received another letter from Shellpoint stating that they have not received payment for one of the properties. This is beyond frustrating. I received late remarks on my credit report for XXXX and XXXX for two of the mortgages held this year and for the third property there was a 30 day late remark left for the month of XXXX in 2022. This happened after I had requested automatic payments to be set up and I was still on XXXX XXXX orders with the military which I have submitted to your company with requests to remove these derogatory remarks from my credit report! I was under federal protection by the XXXX XXXX XXXX XXXX XXXX XXXX. This is my final request before taking legal action against Shellpoint for this gross negligence and for continuing to ignore my requests and follow the law. If there are any further questions I urge you to contact me directly at XXXX or respond to this email with an explanation why you have not taken the steps necessary to repair my good name and eliminate the derogatory marks from my credit report. Respectfully, XXXX XXXX XXXX XXXX Loan number XXXX for XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX, CA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95403
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Following forbearance, due to two bouts of XXXX I contacted the lender on XX/XX/XXXX. and submitted all the required documentation for consideration of alternatives including modification.On XX/XX/XXXX I received word that my application was considered complete on XX/XX/XXXX. On XX/XX/XXXX I received a letter confirming that my account was approved for a workout plan and that no additional documents were needed, however on XX/XX/XXXX I received a letter indicating that additional documents were need to complete the review. On XX/XX/XXXX I then received a letter that the file is complete and I have been approved for a workout plan, However on XXXX I received an additional letter indicating that after review my modification request was denied. Following several calls with my point of contact, I was told that a temporary repayment plan would be considered and I would have conformation in 7 to 10 days, that was the first week of XXXX. On XX/XX/XXXX I received approval. Same day I received notification that a sale date was set for XX/XX/XXXX and that I should reach out to the XXXX XXXX XXXX. I did complete the application with XXXX XXXX XXXX and received word on XX/XX/XXXX that I may be eligible for {$20000.00} in assistance however they would need to speak with my servicer as the outstanding balance exceeded the {$20000.00} Assistance Payment. On XX/XX/XXXX I reached out to my point of contact for an explanation for why I have had a Sale Date Set when I was obviously working to resolve. The history is very clear, and the mixed messages have made this very upsetting. On XX/XX/XXXX, I spoke with my point of contact who could not tell me why the sale date was set however she had requested a postponement and I would have a call within 5 days to confirm the postponement. As of today I have not received a call or confirmation in writing. As of today, the servicer has not responded to XXXX XXXX XXXX to work toward a resolution on how the {$20000.00} could be used to assist the mitigation options. On XX/XX/XXXX I provided a copy of the XXXX XXXX XXXX letter to both Loss Mitigation and my point of contact.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was under covid forbearance with Shellpoint Mortgage prior to my loan modification being executed on XX/XX/XXXX. My forbearance had ended in XX/XX/XXXX and I missed the XXXX payment. However, I eventually made the payment for XXXX, XXXX, XXXX, and XXXX until the loan modification was signed. Shellpoint reported my mortgage as delinquent for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX even though I made payment for 3 of those 4 months. Now my credit report shows I was 120 days delinquent on my mortgage and I am getting denied loans and credit lines because of this delinquent record. Shellpoint 's actions were abusive and unfair and I want them to remove these delinquencies from my credit report immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19087
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XXXXSpoke with Supervisor, XXXX XXXX and explained he acknowledges and explained that I was again given inaccurateinformation regarding sending in a typedletter by agent, XXXX XXXX and apologized for their mistake and negligence. Contrary to previous agents direction, he requested a letter be sent in and and specifieda hand signature. That request was done right away and sent over. Again, further delayed due to companies negligence. XXXXCalled to inquire about receipt of info. Spoke with agent and was told that the previous agent neglected to indicate that newly requested attached additional info should have been submitted. She apologized for the negligenceand I sent it over. Again, further delayed due to companies negligence. XXXX XXXX Followedup with XXXX XXXX to confirm receipt of requested letter. Again, No receipt, confirmation or acknowledgement. XXXXI spokewith XXXX XXXX and she requested a dispute letter and indicated that it could be typed. The dispute was typed and sent directly to her as advised. No receipt, confirmation or acknowledgement. XXXXTo Whom It may Concern : We were told by your agent that we would not be penalized due to the implications of the natural disaster, Ian, in XXXX XXXX Our account is noted that I was impacted by the storm during travel and was unable to work due to family placement. We are currently back on track and saddened that we were given misinformation which has further impacted me and my family. I am requesting that the payment be removed as late from my credit as I was misinformed by your agent. Please assist us with this matter. Kindly, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A