Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been told by previous mortgage company XXXX that I shellpoint is now servicing my mortgage and today was the first day I could actually view my mortgage. so i attempted to schedule a payment and it immediately locked me out of my account for 24 hours. I never received notification from either company and have been trying to schedule a payment now since XX/XX/2022 and cant. This is forcing my account to be delinquent even more and I still cant make a payment. it should not be this difficult to schedule a payment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I purchased my first home approximately XXXX XXXX ago. I have NEVER been late or refinanced since Ive had the loan. I did file XXXX however, I NEVER included the mortgage company! I NEVER selected a mortgage company of my choice. I started with a reputable mortgage company, and the company has changed since I purchased those XXXX ago XXXX times. During my financial hardships the past XXXX XXXX, Ive NEVER defaulted on the loan! Payments were in regularly WITHIN the grace period of XXXX XXXX! Last year, end of XXXX my mortgage increased {$300.00} & Ive NEVER been late! This mortgage informed me by letter that I have an Escrow Shortage againand it was because of my property taxes! Now, XXXX, XXXX, I receive another letter and I called. My escrow is SHORT AGAIN AND MY MORTGAGE IS INCREASING ANOTHER {$100.00}! I HAVE NEVER HAD MORE PROBLEMS THAN NOW SINCE IVE BEEN WITH THIS COMPANY! How can you not explain to me WHY THIS HUGE INCREASE SINCE XXXX? A {$400.00} INCREASE IN MY MORTGAGE IN XXXX XXXX? AN EXCELLENT CUSTOMER DESPITE WHAT THEY SAY ABOUT A PAST XXXX & THE COMPANY STILL RECEIVED THEIR PAYMENTS EVERY XXXX??? I could have refinanced and I was in the process but had to hold it due to family reasons. As soon as this the mortgage company found out, they harassed me to refinance with them! I DID NOT!!! AND NOW THEY ARE HARASSING ME WITH STATING MY ESCROW IS SHORT? How??? THEY ARE A SCAM AND FRAUD!!!! IVE HAD NOTHING BUT MONEY SHORTAGES SINCE THE OLD MORTGAGE COMPANY MOVED AND IT WAS SOLD OVER THE PAST XXXX XXXX I CANT KEEP PAYING THIS HIGH MORTGAGE AND I DO NOT WANT THIS SCAM COMPANY ANY LONGER!!! Its very sad!!! IVE NEVER HAD THIS PROBLEM BEFORE WITH THIS HUGE ESCROW SHORTAGE!!! Imagine what they are doing to customers of low-income, poverty families? What about diversity and inclusions in communities? What about loyalty of customers who make their payments despite whats going on in their lives? YOU DONT KNOW WHAT FAMILIES ARE GOING THROUGH! WE DONT REACH OUT TO TELL OUR PROBLEMS BUT WE TRUST OUR MONEY IS SAFE WITH THE MORTGAGE COMPANY AND THEY ARE DOING RIGHT BY US XXXX!! NOT THIS COMPANY! I need to know consumer financeDO I NEED AN ATTORNEY? PLEASE HELP!!!! Take a look at my loan and see how Ive NEVER BEEN LATE!! HOW IS MY ESCROW SO SHORT WITHIN A XXXX AGAIN??? I NEED HELP CONSUMER FINANCE!!! I PAY TAXES AND I AM A UNITED STATES CITIZEN!!! I HAVE RIGHTS!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60473
Submitted Via: Web
Date Sent: 2022-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Error Resolution Notice ( ESCROW FRAUD ), LOAN accounting FRAUD ESCROW FRAUD, LOAN FRAUD, CFPB GUIDELINES VIOLATIONS, VIRGINIA STATE LAW VIOLATION, ILLEGAL UNLAWFUL FORECLOSURE XXXX Error resolution procedures. ( a ) Notice of error this letter serves as legal notice of ERROR MUST comply with this notice. Shellpoint Mortgage servicing is ILLEGALLY overcharged and added unverified Fraudulent ESCROW AMOUNT/charges to LOAN. These charges need to be removed from amount owned on LOAN and Foreclosure Notice. Shellpoint Mortgage servicing must cancel/stop this Illegal unlawful Foreclosure sale date of XX/XX/XXXX as this involves intentional ESCROW FRAUD amount of {$76000.00} - upon receipt of this notice of error within 24 hours : Shellpoint Mortgage servicing is involved in Escrow calculation FRAUD based on LOAN history statement received ( attached ). Shellpoint Mortgage servicing must acknowledge following fraudulent transaction and accounting FRAUD : a. FUNDS OWED BY BORROWER DETAILS as stated in Loan history statement Escrow Only Payment {$140000.00} ( complete FRAUD and unverified and ILLEGAL ) b. Based on LOAN history statement TOTAL taxes paid ( owed ) = {$28000.00} and INSURANCE PAID ( owed ) = {$34000.00} ( ESCROW TOTAL OWED = {$63000.00} ( VERIFIED by LOAN history statement attached ) Shellpoint Mortgage servicing is violating LAWS by overcharging ESCROW AMOUNT AND ILLEGALLY ADDING- Fraudulent amount of {$76000.00} as ESCROW amount proof attached. Shellpoint Mortgage servicing must remove illegal ESCROW amount of {$76000.00} from Loan, all dual tracking illegal FEES and late charges from attached disputed statements. THIS FORECLOSURE MUST BE STOPPED upon receipt of this dispute letter according to applicable LAW CFR 1024.38 ( b ) ( 1 ) ( v ), Debt Collection, Foreclosure, Mortgage and Virginia State LAWS. ILLEGAL ESCROW AMOUNT IS ADDED in PAST DUE BALANCE SHOWN IN FORECLOSURE is incorrect and violates LAW CFR 1024.38 ( b ) ( 1 ) ( v ) Submit documents or filings required for a foreclosure process, including documents or filings required by a court of competent jurisdiction, that reflect accurate and current information and that comply with applicable law ; SHELLPOINT MORTGAGE servicing must respond in accordance to applicable Laws and cancel current foreclosure sale upon receipt of this error resolution notice. ALL debt involved is unverified, illegal and involves ESCROW accounting FRAUD. ADDING illegal Escrow amounts to account is complete FRAUD, illegal and unlawful action violates mortgage servicing guidelines and all applicable laws Failure to comply will result in lawsuit. Shellpoint Mortgage servicing is violating CFPB guidelines by not proving LEGAL VALIDATION OF amount owed or DEBT MENTIONED IN FORECLOSURE NOTICE. Shellpoint Mortgage servicing must provide valid legal loan history statement from inception of loan and provide valid accounting of LOAN. Foreclosure notice and response seeking payment due XX/XX/XXXX but loan history statement is missing any history prior to XXXX. Legal validation requires Shellpoint Mortgage servicing to provide loan/mortgage history statements up to XXXX. THIS FORECLOSURE MUST BE STOPPED upon receipt of this dispute letter according to applicable Debt Collection, Foreclosure, Mortgage and Virginia State LAWS. I already disputed any debt involved in this process. SHELLPOINT MORTGAGE servicing must respond in accordance to applicable Laws and cancel current foreclosure sale. I am disputing all debt shown in this UNLAWFUL, ILLEGAL and WRONGFUL FORECLOSURE Notice attached. I am writing in regards to the above-referenced debt to inform you that I am disputing all DEBT involved in this loan/foreclosure violating Virginia state LAWS INFORMATION IN THIS NOTICE IS UNLAWFUL, ILLEGAL and FRADULENT, incorrect, no records are provided on qualified written request ( QWR ). This notice VIOLATES CFR 1024.38 ( b ) ( 1 ) ( v ) and 8.3A-118 ( a ) Virginia State Statute of limitations. Total amount of Principal, Interest, cost and fees due in arrears = {$780000.00} includes ILLEGAL ESCROW OVERCHARGE ( ILLEGAL UNLAWFUL AND FRAUDULENT CHARGES ) Unpaid Principal balance of LOAN = {$630000.00} ( unverified ) Original amount recorded in clerks office = {$590000.00} Date of last payment received by servicer XX/XX/XXXX = {$9400.00} ( UNVERIFIED ) I dispute NOTE/loan involved in this process. SHELLPOINT MORTGAGE servicing must respond in accordance to CFPB Guidelines, Virginia State Laws and cancel current foreclosure sale. NOTE/LOAN VALIDATION FAILED following Law : 8.3A-118 ( a ). Statute of limitations - Virginia Law - Please verify the LOAN/NOTE as required by the statue of LIMITATIONS set forth by VIRGINIA STATE LAWS- Foreclosure filling required assignment with VALID, ENFORCABLE, Legal NOTE with unexpired Statute of limitations 8.3A-118 ( a ). - Virginia Law Shellpoint Mortgage servicing is violating CFPB guidelines by not proving LEGAL VALIDATION OF amount owed or DEBT MENTIONED IN FORECLOSURE NOTICE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NEWREZ-SHELLPOINT mortgage account with the account opening date of XX/XX/XXXX as it appears on the XXXX credit report with the amount remaining {$110000.00} was paid off by our new lender, XXXX XXXX, after refinancing. The NewRez sent us RELEASE OF MORTGAGE letter dated XX/XX/XXXX, attached. The account still shows up as open, affecting our credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44012
Submitted Via: Web
Date Sent: 2022-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im formally registering a complaint regarding Shellpoints continued issues related to placing forced-place insurance on my property located at in XXXX XXXX XXXX XXXX XXXX I have previously registered a complaint ( Complaint Number XXXX ) regarding this firms random practices in erroneously placing forced place insurance. With that former complaint, a response letter was provided by the company at that time ( in XXXX ) which noted that the materials I sent were only for coverage for the outside of the building and yet, refunded me over {$1500.00} for charging the insurance unnecessarily. Issue : Unnecessary forced-place insurance Apparently, only after seeing an updated bill, this company has been charging me with forced- place insurance since sometime in XXXX. I have had this property since XXXX and pay using automatic withdrawal. I have been current since inception and have impeccable credit. I also have multiple properties with multiple mortgages serviced by multiple servicers and I have never had the experience I have when dealing with Shellpoints substandard service, and quite frankly, disregard for the law. I contacted Shellpoints team today, XX/XX/XXXX to get a full reconciliation of what Shellpoint has been charging me since their customer service department stated I have been charged a forced-place policy on and off over XXXX. I was told it was reversed in XXXX and put back on again later this yeard. Why such random dates? What was the rationale? AGAIN, no separate correspondence telling me why this was being done. I again, separately sent the declaration page to Shellpoint in XX/XX/XXXX. This customer service representative was helpfuland said I really should speak with the insurance department and subsequently transferred me to the insurance department. The insurance department person was abysmal. I explained how frustrated I have been with Shellpoints random charges and I need a full reconciliation/statement of charges so I can attach it here in the complaint, as well as understand how much more money the company has been charging me. The representative XXXX XXXX? ) was intentionally unresponsive stating that since this has been charged in XXXX, I received statements that show the amount. Pull a recording of my call it is all there. I asked if she thinks its best for me to go back into mail from a year ago ( Im on ACH-I dont review each statement ) or would it be easier for her to print a history/reconciliation and send it to me. She just kept saying I received notices by mail and that I should have everything. Entirely unresponsive and not willing to assist. Unwilling to simply give me a history. Every single servicer with any expertise has a servicing system that can print out a history for applying payments, but she didnt want to accommodate the request. She insisted I go through my mail from over XXXX year ago. I further explained that I had previously filed a complaint with CFPB and plan to do it again, because this is an ongoing issue. Nothing. I also said she can simply print an activity screen now or print one for her manager when he/she has to prepare their formal response to the CFPB. This company is not solutions-oriented and the specialized customer service is very lacking. A documented pattern of force placing insurance : This property is located in XXXX XXXX XXXX XXXX Each year, since this loan was transferred, I have had to send proof of hazard insurance. All of this started when the loan was service transferred ( XXXX XXXX owns the loan now ). My prior servicer accepted the materials I provided and NEVER had an issue prior to Shellpoint. As previously noted, in XXXX, Shellpoint force-placed insurance on this XXXX property and refunded me for having the property coverage charged when it shouldnt have been. In XXXX, insurance was force-placed again, for which time, I supplied the materials and again, they confirmed they received the information ( see email from XXXX XXXX XXXX XX/XX/XXXX ) and stated they cancel the forced place policy. This was during a pandemicwhen people were displacedand here they are charging people for insurance even though, all the while, I had coverage! And, yet again, in XXXX, in XXXX I sent the documents again via email to which I received a confirmation that stated the documents would be processed in 3-5 days. Never once was there a letter stating that the materials I sent were not even acceptable, even though they were acceptable in the past.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 18902
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I always make my payment at the end of the month. I have spoke to people repetitively each month to schedule automatic payment on the XXXX of each month. It looks like my payment was taken out at XXXXXXXX XXXX on the XXXX day. It should have been taken out on the XXXX. I did not make this payment late. Technically, it was still paid within XXXX And this is incorrect reporting. I have called and spoke to new Rez directly about this and they should not be an issue. please remove the late off my credit report as I am not late. I am losing faith in these automatic/scheduled payment systems. They do not seem to be accurate and XXXX things up. Payment was made. Please remove the late Remark on all credit bureaus
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I, XXXX XXXX, am the realtor assisting borrower XXXX XXXX on a short sale for her property. ShellPoint Mortgage is the servicer and is violating state law during this settlement process. 1. ShellPoint uses an application ( Form 710 ) for this process. The application states that " No Documentation '' is required if there is a reduction of income. However, ShellPoint Mortgage is insisting that the borrower submit bank statements and state that on page 3 there is a mention of " type of income ''. This is not mentioned anywhere on page 3. In fact, no where in the entire application does it require XXXX XXXX to provide bank statements. ShellPoint is lying during the settlement process. The borrower is not required to submit bank statements. See Form 710 and the ShellPoint Mortgage letter lying about their demands. 2. ShellPoint Mortgage has also stated that the Note Investor is the one demanding this income information. That investor is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as Trustee for the Certificateholders of XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX, Mortgage Pass-Through Certificates, Series XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX is attempting to act as an unlicensed mortgage servicer in Florida. 3. Further, ShellPoint is in violation of Florida Law by demanding to see a private trust document. The recorded Land Trust Deed specifically grants the Trustee XXXX XXXX, XXXX the power to sell the property. XXXX XXXX is registered as the Manager for XXXX XXXX, XXXX in the state of Florida. ShellPoint Mortgage has no need for the private Trust agreement. See attached Deed and registration with Florida showing XXXX XXXX as the manager.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a closing attorney. I handled a closing for a client in which a manufactured home was also being conveyed. Shellpoint Mortgage is the holder of the mortgage on the manufactured home. They admit the lien has been paid. They stated they sent a lien release to the seller for my closing, but South Carolina law requires the release be sent to the SCDMV. I cited the law to Shellpoint and have provided ample opportunity for them to remedy their failure to comply with South Carolina law. They refuse to take any further action or to comply with the legal requirements of the SC Department of Motor Vehicles. My communications have been with XXXX and was told by whoever monitors this email address ( no signature included in their email ) that I would need to direct my inquiries to the Shellpoint customer only.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29201
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1. On XX/XX/XXXX, my former husband applied for a refinance loan on the property. I never signed for the refinance loan and was not in agreement. When the loan was processed, I was told that the VA required that I sign the security note even though I was not on the loan because I was on the deed. I have since been told by the VA that this was not the case. 2. In the XXXX week of XX/XX/XXXX, he announced that he was leaving and would no longer pay the mortgage. 3. On XX/XX/XXXX, he agreed and filed borrower assistance to begin loss mitigation. 4. In XX/XX/XXXX, my former husband filed for bankruptcy 5. On XX/XX/XXXX, the mortgage company filed for relief from bankruptcy and named me as a co-debtor. 6. In XXXX, I contacted the attorney 's on the notice to get information on why I was named as a co-debtor when my name was not on the loan note. 7. I was told they could not speak with me due to the bankruptcy. I then contacted the mortgage company, who informed me that they could not speak with me because I was not on the loan. 8. On XX/XX/XXXX, I obtained authorization from my former husband to speak to the mortgage company. I inquired regarding my options since I continued to occupy the home. I was told that since my former husband was still on the deed and had filed for bankruptcy, which was pending, nothing could be done independently by me. 9. On XX/XX/XXXX, the bankruptcy application was approved. 8. In XXXX, I began calling the mortgage company to see what I needed to do to ensure that the debt was not assigned to me since I had not signed the note. On XX/XX/XXXX, I received in writing a response to my inquiries from the mortgage company. 9. XXXX, I contacted the VA to inquire about my rights and obligations. I was told that the loan would be assumed, that it would not go on my credit report, and I would not be liable for the loan. They also informed me that it was not necessary that I sign the Security note for them and that I had been misled. 10. I then contacted the mortgage company again, who informed me that there was nothing I could do because our matters had not been settled. My former husband was considered to be the owner of the loan. 11. On XX/XX/XXXX, the divorce was finalized, but all ancillary matters had not been decided. A future hearing date was eventually set for XX/XX/XXXX. 12. On XX/XX/XXXX, I received a notice that the company intended to accelerate the foreclosure process. Again, I contacted the company to clarify my options since the ancillary matters had not been settled. I was told that I could request a COVID forbearance until we could go to court in XXXX. 13. On XX/XX/XXXX, I contacted the mortgage company to inform them that the hearing was carried over and there was no new date. I then began the process of requesting a modification. 14. Throughout XXXX, I had ongoing conversations with the mortgage company and a XXXX XXXX. 15. On XX/XX/XXXX, a loss mitigation application was submitted by my Counselor from the XXXX agency. 16. I continued my conversation with the mortgage company, who informed me that I needed to submit the deed and a final alimony order, all of which were still pending. They informed me that I could request additional forbearance time while the matter was still in court. 17. On XX/XX/XXXX, my divorce attorney successfully obtained the deed through a Quit Claim. 18. I contacted the mortgage company again, who informed me that they still needed the court 's final order for the property division to proceed. 19. On XX/XX/XXXX, the final hearing regarding the property division was held. I was told that the Judge would issue a decision within 90 days. 20. I contacted the mortgage company again to inform them that the property division was over, but I did not have a decision yet. I updated my bank statements to reflect the most recent 90-days. 21. I maintained constant contact with the mortgage company throughout the process. 22. In XX/XX/XXXX, I reached out to the mortgage company to request an extension of the forbearance since I was still waiting for a decision. The forbearance was set to expire in XX/XX/XXXX. I was told that I had to submit a request in writing and that the POC for the loan would contact me. 23. I never received a call. When I called the company later that month, I was told that they could not talk to me because the loan was in bankruptcy and the only thing that I could do was contact my former husband 's attorney to request that he sign a form that allowed them to speak to me. I informed them that this had been done in XXXX, and I had to pay an attorney {$1100.00} in bankruptcy court to secure the permission. They told me they had no record and could not speak to me. I, therefore, had no way of requesting additional time while waiting for the court. 24. I remained persistent, and in XX/XX/XXXX, once I saw how much interest rates were rising, called again and asked to speak with the account POC. I was told this time that I was entitled only to receive what the payoff for the loan was. I was also told that I was entitled to counseling, and an appointment was set for the following Tuesday. No one ever called me during the time that was set up. When I contacted the company to see what happened, I was told they could not speak to me because the property was in bankruptcy. 25. XX/XX/XXXX, I received a reinstatement letter with the loan amount due. When I tried to contact the company again to inquire regarding the extensive fees, I was told that the loan was in bankruptcy and they could not speak to me. 26. XX/XX/XXXX, the court issued the final disposition order which included alimony and the property division. My former husband was awarded half of the equity value at the time of the divorce which was offset by back alimony. 27. I contacted the mortgage company shortly thereafter to express that I wanted to resume the loss-mitigation process. 28. Following the hearing my former husband filed a reargument, which left the matter still pending. 29. I then contacted my HUD counselor to see what could be done. 30. On XX/XX/XXXX, I received a notice from a collection agency that informed me that I was being sued for the total amount due on the loan. 31. I contacted my XXXX counselor who informed me that I could submit my complaint here. At no point did the mortgage company inform me of any rights as the holder of the deed. They offered counseling once, but then cancelled the appointment without explanation. Despite allowing me to begin the loss mitigation process, I never received consistent information regarding the status of my application. No decision on my application was ever provided to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: We were on a Covid forbearance for our mortgage loan since the middle of the Covid-19 pandemic until XX/XX/2022. Our loan is serviced by Shellpoint/NewRez. When the forbearance ended, we made all payments necessary to get us up to date on our loan. At that point, we were to resume regular monthly payments as we had before the forbearance started. Prior to the start of the forbearance, we had always kept our account on monthly autopay. After the forbearance ended, I logged into our account to ensure that we were once again on autopay. We had never had any issues with autopay in the past. Autopay should have resumed in XX/XX/2022, and because we had never had any issues with it, I had no reason to be concerned or feel the need to check up on it. Unfortunately, on XX/XX/2022, as I was doing my monthly reconciliation for XXXX, I noticed there was too much money in our checking account. It was at this time that I realized the autopay draft with Shellpoint for XXXX had not taken place. I immediately logged into my account and saw that we were in fact on autopay and yet the debit did not take place as it should have. I immediately made a manual payment and contacted customer service to make a complaint and talked to an agent named XXXX XXXX. I told XXXX I could send her a screenshot ( Screenshot A ) of what I saw on my screen to show that our account is in fact on autopay despite the debit not taking place. XXXX acknowledged that something was awry with the system and therefore she refunded the late fees ( Screenshot B ). Since then the technical issues with Shellpoint 's autopay system have NOT been resolved. Every month since then, I have had to make a point to make manual payments to our account despite the fact that our online account profile shows us on autopay. The automatic draft did not take place in XXXX either, but I decided to wait and see if this was a fluke and then XXXX came and again the autopay again did not take place. I called customer service again to complain and spoke to an agent named XXXX XXXX. XXXX acknowledged that the account was indeed on autopay. She could see that it was on autopay, yet she didn't understand why the auto payment did not take place. I had XXXX make a note of this recurrent oddity in my account. She helped me to make a manual payment for XXXX and she advised that I delete my autopay information and start from scratch and set up autopay again even though I was already on autopay. She suggested that setting autopay up again from scratch might " reset '' the system so that the auto payments would take place as they should. Meanwhile, Shellpoint reported us over 30 days delinquent for XX/XX/2022, which was when all our problems withautopay started. This delinquency has forced my personal credit score to take a serious hit. Prior to this incident, my credit score was over 820, but it is now lower by over 100 points as a result of this erroneous delinquency in XXXX. I was not able to intervene in XX/XX/2022 to make a manual payment to avoid being delinquent that month because that was the first instance of the problem with Shellpoint 's system, a problem which I was wholly unaware of at the time and had no reason to be aware of. It was completely unfair of Shellpoint to report us as delinquent for XXXX since it was a failure of their system payment processes that caused us to be delinquent. On XX/XX/XXXX, I spoke to a supervisor named XXXX XXXX to complain about being reported delinquent for XXXX. XXXX told me over the phone that after a forbearance ends, the online system will indicate that an account is on autopay, but it is not really on autopay and this is why my auto payments are not taking place. She also stated that after forbearance, autopay can not be set up online and that it must be done manually via a form that she will mail out to me. Nobody ever informed us of this fact before or after the forbearance ended! I have spoken to a number of people about this autopay problem, including XXXX XXXX in XXXX and XXXX XXXX in XXXX and neither of them was aware of this caveat of the autopay system after forbearance despite the fact that they are employees of Shellpoint. If the employees themselves do not know, then how arecustomers/consumers expected to know???? No rational person should be expected to look at their online account that tells them they are on autopay and somehow know or expect that the autopay system will not function as it says it will. We have the right as consumers to expect a legitimate financial system to function as it specifies or we should be explicitly told how to avert a problem within the limitations of said system before it creates greater adversity for us, as it has for me now with my credit score. I filed complaints with each of the three credit bureaus. However, the delinquency remains on my credit report due to Shellpoint/NewRez 's refusal to acknowledge that their system was the cause of thedelinquencyin questiondespite the ongoing failures I experience with their technical system. I am angry, frustrated, and offended that Shellpoint will not remove the XXXX delinquency from my credit report. This is infuriating, unethical, unfair, and just plain wrong. If a lender offers an autopay service, we have the right as consumers to expect it to function as specified and we have the right to be reliant on the system operating properly and should not be penalized for consequences resulting from that failure, as I have with my credit score. Shellpoint/NewRez'spoor communication and ignorance on the part of some of their employees of their own system or lack of proper training were also serious contributing factors to this failure.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A