Date Received: 2022-10-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. The unverified accounts indicated below continue to report on my credit report despite several written requests, in violation of federal law. I dated the previous letter I sent to the 3 credit bureaus XX/XX/XXXX, but I never received a response. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require these accounts to be authenticated ( A ). I will take legal action against you if you do not validate these accounts. Please follow the law so that this situation can be settled quickly. XXXX XXXX Date Opened XXXX XX/XX/XXXX 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: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mother XXXX XXXX got behind on her mortgage due to XXXX. She was in the process of doing deferred payments with XXXX XXXX XXXX when the mortgage was sold to shell point mortgage servicing. My mother then suffered a XXXX XXXX XXXX XXXX and has ended up in a XXXX home and is unable to sign documents for herself. I have power of attorney granted to me in 2019 after one of her other XXXX the paperwork is signed and filed with the Colorado XXXX systems but Shellpoint Mortgage is refusing to acknowledge or honor the power of attorney and will not speak to me about the deferment arrangements or payment amounts needed. Despite sending them copies of the signed and filed power of attorney papers. Shellpoint mortgage representatives continue to tell me I have not sent appropriate paperwork because it is not notarized at the time of her signature in 2019. I have been advised by the Colorado XXXX systems the power of attorney papers do not need to be notarized to be legal in the state of Colorado. I am scared that Shellpoint Mortgage is going to take my mothers home before we can get her well enough to get her out of the XXXX home she is in now. We are struggling to work with them and are not able to make the XXXX dollar payment they want to cure the default mortgage. I want Shellpoint Mortgage to acknowledge my power of attorney papers and continue to work with us on the deferred payments or refinanced loan to show that we have caught up the three payments that my mother was behind for XXXX XXXX and XXXX and have continued to make timely payments and allow my power of attorney papers to stand for me to make decisions payments and sign documents on my mothers behalf for this mortgage loan.
Company Response:
State: CO
Zip: 80022
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Foreclosure DISPUTE in compliance with following LAWS CFR 1024.41 ( f ) ( 3 ) ( i ) ( B ) Prohibited Foreclosure Action, CFR 1024.38 ( b ) ( 1 ) ( v ), 8.3A-118 ( a ) Virginia State Statute of limitations, CFR 1024.33 ( B ), CFR 1024.41, CFR 1024.36 ( a ), CFR 1024.35 ( a ) ATTENTION : CFPB enforcement and compliance department ATTENTION Shellpoint MORTGAGE SERVICING I have illegal, unlawful and wrongful foreclosure sale setup for - XX/XX/XXXX ( explanation provided below ). This Notice of illegal, unlawful and wrongful LIEN enforcement is UNLAWFUL ILLEGAL requires VALID LEGAL enforceable NOTE in state of VIRGINIA must comply with 8.3A-118 ( a ) Virginia State Statute of limitations. CFR 8.3A-118 ( a ) Virginia State Statute of limitations already expired on LOAN/NOTE on XX/XX/XXXX ( 6 years after loan is accelerated ) base on notice dated XX/XX/XXXX. Shellpoint mortgage servicing can not ignore VIRGINIA STATE LAWS. Shellpoint mortgage servicing already acknowledged statute of limitations CFR 8.3A-118 ( a ) but provided false information and failed to act appropriately according to VIRGINIA state LAWS. Shellpoint Mortgage Servicing is violating above mentioned LAWS and providing FALSE, Fraudulent information, never provided any documents on past disputes and failed to provide any documents requests ( CFR 1024.36 ) related to UNLAWFUL, ILLEGAL AND WRONGFUL FORECLOSURE ACTION. I request shellpoint mortgage servicing to stop/cancel this sale set for XX/XX/XXXX and provide validation and LEGAL accounting DEBT involved in this loan. SHELLPOINT FAILED TO PROVIDE ANY DOCUMENTS VALIDATING ANY INFORMATION on history of loan. I request CFPB to help me get PROPER VALID LEGAL ACCOUNTING under CFR 1024.38 ( b ) ( 1 ) ( v ) and validation of NOTE/LOAN involved in illegal, unlawful Foreclosure action and also NOTE/loan complies with statute of limitations set by state of Virginia 8.3A-118 ( a ). 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} Unpaid Principal balance of LOAN = {$630000.00} Original amount recorded in clerks office = {$590000.00} Date of last payment received by servicer XX/XX/XXXX = {$9400.00} Following Violations are found in this UNLAWFUL, ILLEGAL and WRONGFUL FORECLOSURE ACTION 1. 1024.41 ( f ) ( 3 ) ( i ) ( B ) Prohibited Foreclosure Action The statute of limitations applicable to the foreclosure action being taken in the laws of the State of Virginia Statute of limitations 8.3A-118 ( a ) where the property securing the mortgage loan is located EXPIRED on about XX/XX/XXXX based on date NOTE/LOAN ACCELERATED. Acceleration Notice dated : XX/XX/XXXX ( proof attached ) Accelerated DATE : XX/XX/XXXX ( PROOF ATTCHED ) IN state of VIRGINIA lien enforcement required VALID LEGAL NOTE must be compliant with Statute of limitations 8.3A-118 ( a ). NOTE/LOAN CONTRACT is no longer VALID LEGAL DOCUMENT since XX/XX/XXXX. 2. CFR 1024.38 ( b ) ( 1 ) ( v ) General servicing policies, procedures, and requirements. ( 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. FORECLOSURE NOTICE INFORMATION is disputed, false, fraudelent and incorrect and violates this LAW. Shellpoint mortgage servicing failed to provide and information or documents that validates any information in illegal, unlawful and wrongful foreclosure NOTICE. 3. CFR 1024.33 - Illegal Mortgage Servicer Transfer Shellpoint Mortgage servicing fails to provide any documents related to transfer of NOTE/LOAN with expired statute of limitations violating CFR 1024.36 ( a ). proof attached 4. CFR 1024.38 ( b ) ( 1 ) ( v ) General servicing policies, procedures, and requirements. ( 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 failed to provide any such information that validates this illegal, unlawful and wrongful Foreclosure action. 5. CFR 1024.41 Loss mitigation procedures - Shellpoint mortgage servicing also involved in dual tracking and evasive prohibited loan modification practices. Shellpoint mortgage servicing MUST provide valid legal modification offers. SINGLE POINT of contact doesn't respond to any inquiry. SUPPOSE TO HELP HOMEOWNER. Shellpoint mortgage serving also using evasive illegal modification practices as stated above - meant to help home owners.I have XXXX XXXX XXXX countrywide mortgage past due since XXXX ( Loan is part of Mortgage crisis ). Due to lender involved in lending fraud my loan kept changing services - services always tried to foreclose using DUAL TRACKING while working on modification. MODIFICATION must be LEGAL based on offers or availability based on income and affordability. 6. 1024.35 Error resolution procedures. ( a ) Notice of error NEW notice of ERROR is attached. MUST comply with notice and provide a resolution in applicable time period. 7. CFR 1024.36 ( a ) Information request NEW request attached MUST comply and provide information in applicable time period. This DOCUMENT request is QWR qualified written request for MORTGAGE history with all transaction and payments received on LOAN since inception. No documents received on previous requests. DONOT include any solicitation offers. 8. This is a XXXX XXXX XXXX XXXX XXXXXXXX mortgage past due since XXXX ( Loan is part of Mortgage crisis 0f XXXX ). Due to lender involved in lending fraud my loan kept changing services - services always tried to foreclose using DUAL TRACKING while working on modification. This note/loan is part of XXXX XXXX settlement and Investor : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ) trustee securitized trust claimed and received {$1.00} XXXX. XXXX XXXX XXXX LOAN/note ALREADY paid under XXXX XXXX settlement. Due to lender involved in lending fraud my loan kept changing services - services always tried to foreclose using DUAL TRACKING while working on modification. My only goal is to keep my home and save my family from this illegal, unlawful and wrongful Foreclosure action. I request CFPB to help me get proper workout on modification, validation of NOTE/LOAN involved in illegal, unlawful Foreclosure action and also NOTE/loan complies with statute of limitations set by state of Virginia 8.3A-118 ( a ). I am principal residence of property since XXXX. I want to keep my home- I have been maintaining this property for last 15 years. My only goal is to keep my home and save my family from this event after 15 years of residency. I filed new dispute but shell point servicing no longer responding to nay request its already past 120 days NO documents received Notice attached. Previous disputes not provided any documents based on following laws : I uploaded response received stating I disputed debt but noting received regarding debt and Virginia State Statute of limitations 8.3A-1189 ( a ) violations. CFPB foreclosure guidelines states servicer should honor state laws on statute of limitations and comply with applicable LAWS I did disputes but servicer doesn't respond. Shellpoint Mortgage should honor CFPB regard statute of limitations and cancel foreclosure pending investigation on above claims. This is XXXX XXXX XXXX XXXX mortgage - servicer using same illegal procedures Please start inquiry in practices of shell point mortgage servicing as it fails to follow applicable CFPB and VIRGINIA STATE LAWS Thanks,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had a mortgage with XXXX which was open XX/XX/XXXX and was a XXXX XXXX mortgage. XXXX of XXXX NewRez bought the servicing of my mortgage and this is were things went down hill. My mortgage payment was only XXXX XXXX XXXX and I paid my own taxes and insurance on my own. XXXX was trying to collect for an escrow account. They even paid my taxes XXXX time and I paid them at the same time so they were paid XXXX It took me XXXX XXXX to get my tax money back. I talked to the head of XXXX customer service and they straighten this issue out. They promised me I would not have escrow and I would not ever have a XXXX XXXX late payment on my credit because I was making my XXXX XXXX XXXX payment of XXXX and they were looking for {$1600.00} to cover the escrow money. I paid the loan in full XX/XX/XXXX and just ran my credit and they put a XXXX XXXX mortgage late on my credit for XX/XX/XXXX. I called them and emailed them like they asked me to do and they say I was late and there is noting I they can do about the XXXX XXXX late. It was there error and now I suffer. I know what happen. For XX/XX/XXXX payment they were looking for {$1600.00} and I only paid them my XXXX XXXX XXXX payment of {$1000.00} which is the correct payment. Because I did not make the escrow payment in XX/XX/XXXX they said I did not make a full payment and mark me XXXX XXXX late. I paid the loan in full in XX/XX/XXXX and I have a letter from them it is paid in full without lates. I need this XXXX XXXX mortgage late taken off my credit. I have been in the mortgage business for XXXX XXXX and own many homes and this is the worst mortgage company I have ever work with. I have NEVER made a late mortgage payment. I think they do not care about me anymore because I am not their customer any more. I am looking to get a heloc with another company and this late payment is stopping me from getting the loan. For XXXX XXXX I made XXXX payments on time with this loan. Why would I make the XXXX payment late. This is so wrong and I need action taken for the horrible customer service this company gave me over the XXXX XXXX they had my loan. PLEASE HELP! XXXX XXXX XXXX XXXX XXXX number = XXXX Company = XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: supplement XXXX XXXX life insurance is the OWNER of may loan the issue does not involve insurance. When they purchased the loan the servicing remained with Newrez llc. XX/XX/XXXX via website contact email as attachment ATTENTION : XXXX XXXX Compliance Department Shellpoint Mortgage Servicing A Copy of this email posted on CFPB complaint website under XXXX XXXX XXXX XXXX, investor/owner. I am impressed by the extra effort Shellpoint to show how hard it is to reverse a mere XXXX payments. Minimum of XXXX entries to reverse interest, minimum of XXXX entries to reverse the principal, this does not include the reversal of the reversal entries. Then the " revised '' XXXX entries and reversed reversal. ***** I do not accept your revisions. *****Your* response, dated XX/XX/XXXX, to the CFPB, complaint # XXXX, is a mis-statement of the facts and is riddled with errors. The following issues are primarily from the first two pages of your response. Flooding the CFPB with 22 pages of faulty data does not prove your* compliance to the terms of my contract nor does it address the issues stated in the original complaint. ***** MY contract with XXXX stipulates, specifically, that the payments are to be adjusted annually. Notice is to be sent to me with, at least, a 25 day notice before the payment change date, XXXX. The remaining term, Interest and principal used to calculate the new payment is to be effective as of the NOTIFICATION DATE. ***** Your summary of the XXXX XXXX payment adjustments totally ignored the XXXX payment adjustment due XX/XX/XXXX, which Shellpoint did not address until the XXXX was involved in XX/XX/XXXX. The actual adjustment did not take effect until XX/XX/XXXX. XXXX MONTHS LATE! Correspondence with Shellpoint then and for the next XXXX XXXX XXXX ) payment adjustment stated promises to comply..****** XXXX Transferred note effective XX/XX/XXXX fed rate 4.34 % ignored in your data ) ( XXXX fed rate XX/XX/XXXX 4.84 % - recast note in XXXX at 4.59 % notification dated XXXX -see XXXX XXXX also erroneously entered in your calculation -- the only time ( actual ) principal balance was used in your calculation ) **Effective Date Principal & Interest, Payment Amount Interest Rate -- ( actual rate change dates prior to the DATED payment notice issued. ) XX/XX/XXXX {$800.00} 5.34 % -- ( fed rate correct notification dtd XX/XX/XXXX ) XX/XX/XXXX {$850.00} 5.84 % -- ( fed rate changed XX/XX/XXXX new mtg rate XXXX 5.59 % notification XXXX XX/XX/XXXX ) rec 'd XX/XX/XXXX ) XX/XX/XXXX {$650.00} 3.59 % -- ( hey got one right except for the padded principal ) XX/XX/XXXX {$650.00} 3.59 % -- ( per note terms notification was not required amortization calculated in XXXX yet the principal increased. ) XX/XX/XXXX {$770.00} 5.09 % -- ( fed rate XX/XX/XXXX new payment rate s/h/b 5.84 % notification dtd XXXX ) Fed rate chart -- readily available on line ... .. goes all the way back to the XXXX 's Date of Rate Change Rate ( % ) MARGIN NOTE RATE plus MARGIN XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ******************************************************* CORRESPONDENCE FROM SHELLPOINT re : Website, mailings, and XX/XX/XXXX response to CFPB PRINCIPAL BALANCES PER SPMS DOCS AND WEBSITE XXXX XXXX Mailing XXXX XXXX Mailing XXXX {$130000.00} Website XXXX {$130000.00} Website XXXX XXXX response new pymt calc ******************************************* The XXXX page pay history submitted with your response, attempts to reverse Shellpoint 's errors. Completely ignoring the XXXX transactions. After your excessive reversals, your beginning balance for your adjustments was {$140000.00}. XXXX transfered {$150000.00} **** the total principal adjustment prior to your adjustments was {$12000.00} your adjustments to the principal totaled {$12000.00}, where is the {$150.00}. Your interest adjustments were off by {$420.00}. ***** Your pay history is not reflected on your website, there appears to be a manual adjustment to match your numbers. XX/XX/XXXX XX/XX/XXXX Tax Bill XXXX Disbursement {$130000.00} XX/XX/XXXX - {$950.00} XX/XX/XXXX Unapplied Payment {$130000.00} Your response, reflects a XX/XX/XXXX ACH payment : XXXX {$180.00} XX/XX/XXXX XX/XX/XXXX Regular Payment {$950.00} {$160.00} {$130000.00} The actual amount was {$1000.00}. Missing {$65.00}. ***** Your revised pay history is based on faulty data. You can not create your own history of my account 's pay history. YOU CAN NOT CHANGE My HISTORY. This has been ongoing for over FIVE YEARS. As stated in my complaint to the CFPB, Shellpoint has ignored the terms of the contract, altered the previous pay history to " correct '' the mishandling of the terms. XXXX and CFPB may accept your promise to improve your system, but after XXXX and a half years, I do not. XXXXA CONTRACT IS A CONTRACT. If you can not comply with the terms. then you are in Breach of the contract. It can not be rewritten! You can not create your own history of my account. * for the purpose of this communication -YOU/ YOUR is Shellpoint Mortgage Services . ** copied from XX/XX/XXXX response
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55025
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan serviced by Shellpointe. The original XXXX loan amount was {$600000.00} with % 10 down with the understanding the PMI would automatically be dropped once the loan reached 78 % which it did a few months ago. It is now at 74 % LTV. All payments have been current. I have called repeatedly and filed written requests to remove the PMI to no avail The company sends requests for appraisals which I shouldnt have to pay for since the PMI by law should have been removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 NewRez LLC ( https : //www.newrez.com/ ) double drafted my checking account for XXXX charges of {$1200.00}. This is entirely incorrect as I submitted my monthly payment for my mortgage amount of {$1200.00} on XX/XX/2022, they in error double drafted my account for twice the amount they should have. This has already caused immediate overdraft fees, and other bank fees that are being added daily.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90660
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: QWR and DVR to XXXX XXXX XXXX XXXX XXXX [ now part of XXXX XXXX XXXX meged with NewRez LLC ) re undated newly produced Allonge to her Promissory Note. On XX/XX/XXXX XXXX XXXX XXXX lawyer XXXX XXXX sent XXXX her non-endorced Note and two standing alone Allonges. One Allonge was dated XX/XX/XXXX, allegedly from XXXXXXXX XXXX XXXX to XXXX XXXX XXXX XXXXXXXX ( Caliber ) prepared allegedly by XXXX XXXX XXXX XXXX. XXXX XXXX ( which appeared for first time from XXXX ) is undated, and prepared allegedly by XXXX post closing XXXX XXXX XXXX. According to this XXXX, the payee is XXXX while other parties demand payments from XXXX acting under glimpse of XXXX. XXXX demands disclosures and verification. Caliber must state when this Allonge was created and provide the actual date and office location where this Allonge was created. Caliber must disclose the full name of the Seller of XXXX XXXX, when and where this XXXX was sold, who was the buyer and proof of payment of this loan such as copies of wire transfer receipt, ACH or cancelled check. Please state names of each individuals for the seller and buyer who were involved in this transaction. Please disclose if this loan was recorded as an asset on Calibers books and records after this purchase and provide me copies of these records ledger of account receivable where my Note is recorded as an asset. Please confirm that Caliber is the current owner of my alleged obligation ; and warrantees of this ownership from an authorized individual officer of Caliber. Please provide the name of custodian of my original Note and the place where this Note and my Mortgage are currently located. Please make sure that all responses are wet-ink signed by an officer who is responsible for Calibers accounting or bookkeeping. XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I was notified Shell Mortgage regarding a few concerns I had regarding my contractual agreement that included the loan, the escrow, zoning, late fee charges and zoning. I requested to have an audit from from at the time I purchased the home to the the current date which was in XXXX of XXXX. I was told by an agent that I would be getting the forms through mail. I wait 30 days and did not receive any mail regarding the audit. I then reached out to the corporation about another request of receiving an audit. I was told to send an email and request an audit and I sent out the email and requested the audit. I was not sent any forms of documents. I then called and spoke with another agent and her name was XXXX. After speaking with XXXX, she stated that she sent in the message per my request to receive documentation on the audit. I waited again another 30 plus days and did not receive any of the forms I requested. Within late year XXXX of XXXX I then contacted the corporation once again and informed the agent that there were two many discrepancies about the escrow, late charges and other add ons such as the flooding insurance that was required. And to send me documentation of all contractual agreements that showed the zoning that was done upon the home which also showed the classification zone was placed within and including the dates the zoning was completed. Due to the fact I was told the escrow fees were going towards the property taxes and these fees were being paid towards my property taxes. I informed the agent that I had been paying my own property taxes for the last 20 years and it was therefore I needed validation of receipt that would provide proof that the escrow fees that I had been paying out went directly towards the property taxes. I continued to reach out to the corporation all of XXXX and XXXX and they refused to answer the phones and if they answered the phone I would consistently be told by the agents that I was speaking with the wrong department after speaking with the previous department and being transferred to those very departments only to be told I was within the wrong department and because I was on line with the wrong department they were not able to transfer me. Due to covid their hours were unknown. Between XXXX, XXXX XXXX and XXXX I continued to reach out to the corporation with the very same issues. I continued to request for full contractual agreements, Proof of fees that I payed within the Escrows went toward my property taxes, proof of zoning ( that was done ) to conclude the property was within a flooding area. I also requested a full disclosure of the finance charges and several documents that was requested was ignored. I sent many letters again requesting the very same information and all documentation requested was ignored. On XX/XX/XXXX there was a automobile that ran into my home and after speaking with the insurance owner of the vehicle their offer was extremely low for the damages of the home and I informed them I would be contacting my insurance company regarding the issue. I contacted my Insurance company regarding the damages and submitted the claim. They informed me that it would be a 45 day waiting period for the investigation of the claim. They also informed me if any additional information was needed they would contact me by telephone and or mail. I confirmed all contact information and provided them with my sons telephone that could be used as a secondary telephone number just in case I was unable to be reached. During the 45 days waiting period I had not heard anything from them. I contacted them 4 days after the waiting period. I was then told that the finalized report had been completed and they were sending a check within the mail and I should give it about 7 business days to receive the large sum of money. The agent allowed me to know the amount after asking what was the amount that would be sent. The agent provided me with the number and I declined the offer. The agent then replied is this not enough for you? I informed the agent he should be mindful of the very words he use because it was not about the numerical value it was to about the correcting of the home and providing the proceeds to correct the issues at hand. When I then requested to speak with someone about the claim I was again transferred more then 10 times and placed on hold for more then 2hours until I eventually hung up. I reached out to the draft department and as told that I was calling the wrong department and was transferred many many times. When I finally was able to speak with someone she would not allow us to continue speaking on the phone stating we were calling the wrong department and she was not able to assist me and it was my issue that I was calling the wrong department. I informed the agent that I did not receive any forms of documentation regarding the claim and I spoke to the only agent about the claim that I did not get any documentations about the finalizing of the claim and no decisions could be made on any agreements without consulting me first. It was then I was sent the documents of the adjuster that showed only the amount that was being provided and only the value of the home before and after the incident. All other forms were deliberately withheld and blocked off. I then continued repeatedly to reach out to the corporation and I was not able to get in touch with anyone. I have since the claim submitted ( XX/XX/XXXX ) been hung up on, transferred from department to department and each department I was told I was on the phone with the wrong department and when I refused to disconnect the call I was placed on hold until I was hung up on. I have been attempting for the past four years to resolve simple matters with the organization and for the four months been attempting to resolve a claim and I have been deliberately ignored, dismissed and hung up on. Until recently I received a check within the mail that they stated they sent one month ago, asking me to sign the check and wavier and return them the documentations and this was after sending a notification by mail explaining to the organization of their poor services they have provided, are providing and continue to provide.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was using the Cares Act, I had 3 " trial payments '' due by XXXX that I completed paying on XXXX. I have been in CONSTANT contact with my point of contact, XXXX XXXX, every day. I have uploaded all docs to their website and Loss Mitigation email. Tonight, on XXXX, I was called, not by my Point of Contact, but someone else in Loss Mitigation. She asked for items I had already sent in. Again. Uploaded to their website, emailed to their employees. Shellpoint never did my Modification, their MERS report said I was married to the coborrower, we were never married, it didn't say that anywhere else, and I'd written the required letter, which of course they could not find. I was on the phone for an hour with them. She called to give me a NEW way Shellpoint was going to do my Modification, leaving the coborrower on the mortgage, tho he's been off the Deed for over a year, and I have a court order. After this terrible call, I went on their website to RE-UPLOAD and RE-EMAIL all the same items I'd already sent in. Shellpoint had added a {$15.00} LATE FEE on the Loan. Nothing was late. This is not allowed via the Federal Cares Act. And again, nothing was late. But then I read the top 2 columns, dated TODAY, XXXX after an hour long conversation with their Loss Mitigation Worker who called me : -Investor Loan Sale -Inv Loan Purchase Yes, they can sell your mortgage during a loan workout, but they have to tell you 15 DAYS BEFORE. Of course, their response here will LIE. They called me. The same day, AFTER, the loan was sold to another, unknown company, with no notice, no letters, no calls, no emails. They snuck in a {$15.00} lying Late Fee, it was NOT late. They snuck in a PMI payment too, that should have been removed a year ago. Now I'm in the middle of a Federal Modification, Shellpoint was REQUIRED to tell me, I have a court-order to remove the coborrower from the mortgage, and they sold it. Don't worry, like on all these other responses, they will LIE. But if they say they told me it was being sold 15 days ago, why did they call me tonight? And I received XXXX emails today? On a loan they most certainly did not tell me they sold, asking for more personally identifying information and proofs. Shellpoint is NOT FOLLOWING any MORTGAGE REGULATIONS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A