Date Received: 2022-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We submitted several loan modifications to Shellpoint and have been denied because we " have equity in your home '' We do not have equity. The BPOs done on the property are XXXX` drive bys '' We invited our mortgage company inside to see that the entire top floor ceilings are covered with mold due to our neighbor 's tree falling on it. They did not respond. We were recently denied again on XX/XX/XXXX, Shellpoin claimed to have mailed the denial letter on XX/XX/XXXX. but we have yet to receive it in the mail. It was finally sent via email and we see that there are many errors of the XXXX inputs. There was no option on any of the pages stating that we could appeal the denial, which we did anyway & sent to them via fax and email on XX/XX/XXXX. We sent Shellpoint requests for information on XX/XX/XXXX, no response yet. My daughter and I have been in this home for almost 40years and have enough income between us to pay a modified mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11552
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/2022 my wife and I ( XXXX & XXXX XXXX ) purchased a home and the mortgage was through XXXX XXXX XXXX of Texas. We have always paid our mortgage on time. Newrez Servicing dba Shellpoint Mortgage Servicing acquired our mortage sometime around XX/XX/2022. Shellpoint actually sent us paperwork after XXXX XX/XX/2022. Neither XXXX nor I have ever received any phone calls or emails stating the transfer of ownership of our home loan till Shellpoint reached out to us XXXX looking for our XXXX, 2022 mortgage payment. We sent our XXXX payment to XXXX XXXX XXXX of Texas which bank records show they cashed on the XX/XX/2022 - on time. At not time did eahtier party tell us the loan had been transferred sold or whatever? In any case it has since been sorted out as XXXX XXXX XXXX of Texas has since wired the money, we paind to them on XX/XX/2022, to ShellPoint. On the XX/XX/2022 formal demand letters were sent by Shellpoint to XXXX and I saying there was an issue on our loan and to call immediately to avoid foreclosure. I called Shellpoint after collecting the letters from the XXXX XXXX ( Certified mail ) yesterday ( XX/XX/2022 ). Shellpoint confirmed that there was no issue with the account and we are up to date and the operator also confirmed that Shellpoint had in fact received the wire transfer from XXXX XXXX XXXX. XXXX and I have been on the phone many hours trying to fix this issue that was caused due to the lack of communication from both XXXX XXXX XXXX and Shellpoint. Now we are in the process of finalizing our solar contract and new kitchen. XXXX has a late payment remark from Shellpoint, over 90 day late payment. I also have the samne remark and a new a new account opening showing on my credita new account opening on my credit. XXXX 's credit has been hit with a XXXX point drop due to the late payment remark, and mine has a number of deductions on opening a new account. Please note that we are not late and we never opened any new accounts with Shellpoint. I have reached out by phone and email to have this credit reporting issue resolved by Shellpoint and to date have not received any response. We have huge hits on our credit that have now made it impossible to close our financing for our new solar and our new kitchen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX located in XXXX XXXX XXXX XXXX formerly known as XXXX and XXXX XXXX committed fraud by submitting false documents and affidavits to The XXXX XXXX XXXX XXXX XXXX. The firm used the false documents created by themselves to obtain a final judgement against me. They even submitted false documents in the XXXX XXXX XXXX XXXX. A fake assignment of Mortgage was created to falsely establish standing in court. This law firm has been accused and found guilty of the same actions in the past. As a result, the firm was forced to report to the disciplinary Board of Pennsylvania. The firm later changed their name to XXXX. I do not understand how our government can allow this firm to foreclose on any Government back loan. I have attached all documents to support my claim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SHELLPOINT YET AGAIN REFUSES TO DO THEIR JOB, THIS TIME REFUSING TO COMPLETE MY FEDERAL LOAN MODIFICATION THEY MAE ME HURRY UP & FINISH THE TRIAL PAYMENTS- NOW IGNORING ME, NO MODIFICATION. I have tried to deal with these people, what they do is give you a " Point of Contact, '' and that is who you are supposed to deal with only. Except they switch that Point of Contact every few days! When you call this Point of Contact, they are ALWAYS on the other line, they never return your calls. Email is hit or miss, but you never actually have your questions answered. I have a 30 year Fannie Mae w/ a coborrower. That coborrower abandoned the home on XXXX, over a year ago. He not only stopped paying the mortgage, utilities, anything for the house, he also closed his bank account, changed his phone #, blocked me everywhere so there was NO WAY he would be paying this mortgage. I did the Federal Forbearance. I kept in contact with the Shellpoint people, kept them updated, but it was like talking to a rock. Every time I called, every single time, they would ask if they can use my phone numberS. I only have ONE number, they had my number, plus 3 for the coborrower. I said, " Don't call him, he is not going to talk to you. '' After multiple times speaking to Shellpoint people, I ended the Federal Forbearance early, they sent the letter about making 3 trial payments, then a modification. I made the 3 payments, due over 90 days, but I made them on XXXX, XXXX, XXXX, based on the Shellpoint employee 's assuring me when those were completed, they would have my loan modification done. Seemed believable, except that was a blatant lie. My Point of Contact switched again and again, now it's some genius named XXXX XXXX. I have called her directly over a dozen times. She has never returned my calls. I emailed too, those were ignored, until I went thru their system email via their website, just telling me she was doing my Modification. And that was a blatant lie too. My 3 payments were done 2 weeks ago. I was assured by Shellpoint employees, by XXXX XXXX, and by Shellpoint letters explaining the Modification process that the Modification would be done in " no time, '' and " as soon as you finish your trial payments. Well after 2 weeks, these jerks haven't even started my Modification! Called, of course XXXX XXXX was " on the other line or away from her desk, '' so ended up speaking to yet another worker. XXXX XXXX stupidly sent me a notice for the Modification to send them MINE AND THE COBORROWERS DIVORCE DECREE! We are NOT married, duh! I emailed this to XXXX XXXX several time, now when I just spoke to a male Shellpoint worker, who was very rude and decided to ARGUE with me, he said they hadn't even started my Modification, after 2 weeks. So what has XXXX XXXX been sitting around, doing? Absolutely nothing. Just called her 4 times, no answer, not even Voicemail. All calls ignored. Email ignored. Guy tries to tell me that they ALWAYS need a divorce decree. These people have NO IDEA what they are doing. Married couples own homes together via tenancy by the entirety, they get divorced. Unmarried couples owning a home together is by Joint Tenants. Hence, the coborrower and I would NEVER have a divorce decree! I told - this to I have tried to deal with these people, what they do is give you a " Point of Contact, '' and that is who you are supposed to deal with only. Except they switch that Point of Contact every few days! When you call this Point of Contact, they are ALWAYS on the other line, they never return your calls. Email is hit or miss, but you never actually have your questions answered. I have a 30 year Fannie Mae w/ a coborrower. That coborrower abandoned the home on XXXX, over a year ago. He not only stopped paying the mortgage, utilities, anything for the house, he also closed his bank account, changed his phone #, blocked me everywhere so there was NO WAY he would be paying this mortgage. I did the Federal Forbearance. I kept in contact with the Shellpoint people, kept them updated, but it was like talking to a rock. Every time I called, every single time, they would ask if they can use my phone numberS. I only have ONE number, they had my number, plus 3 for the coborrower. I said, " Don't call him, he is not going to talk to you. '' After multiple times speaking to Shellpoint people, I ended the Federal Forbearance early, they sent the letter about making 3 trial payments, then a modification. I made the XXXX payments, due over 90 days, but I made them on XXXX, XXXX, XXXX, based on the Shellpoint employee 's assuring me when those were completed, they would have my loan modification done. Seemed believable, except that was a blatant lie. My Point of Contact switched again and again, now it's some genius named XXXX XXXX. I have called her directly over a dozen times. She has never returned my calls. I emailed too, those were ignored, until I went thru their system email via their website, just telling me she was doing my Modification. And that was a blatant lie too. My 3 payments were done 2 weeks ago. I was assured by Shellpoint employees, by XXXX XXXX, and by Shellpoint letters explaining the Modification process that the Modification would be done in " no time, '' and " as soon as you finish your trial payments. Well after XXXX weeks, these jerks haven't even started my Modification! Called, of course XXXX XXXX was " on the other line or away from her desk, '' so ended up speaking to yet another worker. XXXX XXXX stupidly sent me a notice for the Modification to send them MINE AND THE COBORROWERS DIVORCE DECREE! We are NOT married, duh! I emailed this to XXXX XXXX several time, now when I just spoke to a male Shellpoint worker, who was very rude and decided to ARGUE with me, he said they hadn't even started my Modification, after 2 weeks. So what has XXXX XXXX been sitting around, doing? Absolutely nothing. Just called her 4 times, no answer, not even Voicemail. All calls ignored. Email ignored. Guy tries to tell me that they ALWAYS need a divorce decree. No, not married borrowers, they are tenants by the entirety. Nonmarried are joint tenants. I told this lady, XXXX XXXX, that we were never married, why would they even ASSUME we were? Then I said now the coborrower is trying to sue me. I provided his lawyer 's name, phone, contact info. Again, nothing from XXXX XXXX, useless Point of Contact. I called again, she was supposedly on the other line again. You can never speak to your assigned person, ever. She must be my XXXX one, never can you talk to them. I told the rude guy, same thing I told XXXX XXXX. Everyone is waiting on them for this Modification. I was told it would be done within a day or XXXX, so hurry up and complete my trial payments. That was a blatant lie. The rude guy I spoke to took all my SAME information. XXXX XXXX HASN'T EVEN STARTED ON THE MODIFICATION, HE SAID. 2 WEEKS, SHE HASN'T BEGUN IT. YET SHE'S ON THE PHONE WITH ALL THESE OTHER PEOPLE. TOTALLY 100 % USELESS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is regarding CFPB complaint # XXXX. Attached are the proofs. On XX/XX/22, I wired {$66000.00} from XXXX Bank to pay off the mortgage balance which was verified by several NewRez representatives. More NewRez representatives repeatedly assured me not to worry about the per-diem because XXXX XXXX XXXX not post my payment for days after I already paid off {$66000.00} that I owed. On XX/XX/22, XXXX XXXX returned my wire without any explanation. After endless inquiries, I submitted XXXX Bank statement and letter from XXXX that NewRez asked for only to be scammed bXXXX NewRezXXXX XXXX NewRez 's XX/XX/22 reply : " After our investigation on the returned wire, We did receive a wire in the amount of {$66000.00}, but the wire details lacked identifying information. The wire was rejected due to being unable to locate an account with the information provided. You will need to resubmit the funds, and to be sure to include your loan ID ( XXXX ). '' On XX/XX/22, NewRez replied with a different excuse, " The payoff funds were not received until XX/XX/22. The payoff was completed when the funds were received. '' Again, what I owed was {$66000.00} that I already paid off on XX/XX/22. Attached documents show that XXXX followed NewRez 's instructions correctly on XX/XX/22. While waiting for resolution, I paid {$2000.00} on XX/XX/22, {$1600.00} + {$1600.00} + {$61000.00} on XX/XX/22, which is more than {$66000.00} I owed per NewRez.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 95128
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I started speaking with XXXX XXXX XXXX # XXXX to start a refinance with cash out. Over the next few days we communicated back and forth about the process. So at one point he tells me I am approved. I end up asking him MULTIPLE times if I was approved. He told me specifically that I was and that he was surprised. I felt uneasy. He then proceeded to tell me I need to pay XXXX dollars for appraisal. I told him that I shouldn't have pay out of pocket for that since I was already usung Newrez for my mortgage. He told me I could just put it on a credit card and pay it off when I got my cash from equity. I told him I didn't have it and he asked if I could pay XXXX dollars towards appraisal ( after he 'spoke to his manager ' ) and XXXX dollars towards another cost. I reluctantly did so. Now if he ran my credit he would have seen that I didn't qualify for cash out immediately due to my middle score not being at least a XXXX. So at this point he assured me I was approved and then took payment information. Then next day an appraisal was scheduled. Then the following day it was cancelled. I did read non refundable, however in the same paragraph it says I am allowed a refund due to being denied. He knew I would be denied and LIED. After this I tried reaching out to him via voice message and email several times ultimately being ghosted by him. He lied about my approval and took my monies knowing I wouldn't be approved in the first place. Then he would not return my phone calls or emails. I found out about the denial through the title company they used. I am due a refund. This was a scam from the beginning!
Company Response:
State: TN
Zip: 37343
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX i purchased my home paid in full. On XX/XX/XXXX I received a foreclosure notice from XXXX. XXXX XXXX they explained that there is a loan in the amount of {$270000.00} which I did not request. I immediately contact XXXX XXXX ( broker ) who assist with the purchasing of my home. He explained that it was just a case that he forgot to record documents with XXXX XXXX clerk. I them requested documents from the lender and submitted a police report and fraud claim. I am pending response from the XXXX Department at Shellpoint. I am seeking resolution to have foreclosure stop and to have loan removed from my home This is fraud I did not request a loan. On XX/XX/XXXX XXXX XXXX requested an extension on the loan fraudulent signature and submit to lender. Broker information XXXX XXXX XXXX XXXX ID : XXXX Phone : XXXX Office Locations : Company NMLS ID XXXX XXXX Address City State Zip Code Start Date XXXX XXXX Mortgage XXXX XXXX Main XXXX XXXX Ct XXXX CA XXXX XX/XX/XXXX XXXX Fin XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX CA XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX CA XXXX XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92337
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I was notified by my previous mortgage loan servicing ( XXXX XXXX XXXX ), that my mortgage was sold to another loan servicing company. After a few months I did not receive any notification from my new loan service company. I wrote XXXX XXXX XXXX and they told me in an email that XXXX XXXX is my new loan service company and to pay them the XXXX mortgage, which I did as instructed. Shellpoint has that email from XXXXXXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Community loan payment instructions Attn : Payment Processing - XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX XXXX Pay To : XXXX XXXX XXXX : XXXX XXXX : XXXX XXXX Pay To : XXXX XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX Payment Clearing Bank Name XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX Account Number XXXXXXXX XXXX XXXX XXXX Special Instructions Please ensure that an e-mail with wire backup details is sent to XXXX for every wire sent to above post-transfer payment account. -- -- -- -- -- - I later found out that Shellpoint now claimed to be my loan service company. They said they sent me a welcome letter. I told Shellpoint I never received their letter but I did receive notification from my previous loan service company that my loan service company is XXXX XXXX NOT SHELLPOINT. I trusted that Shellpoint would straighten this matter out. I showed Shellpoint I paid XXXX XXXX XXXX payment as instructed by XXXXXXXX XXXX XXXX. Shell point took more than 2 months to verify that I did pay and had my XXXX mortgage payment sent to Shellpoint. Shellpoint notified my credit reporting bureaus that I was late. The result my credit scores on all three credit bureaus ' dropped more than XXXX XXXX This action by Shellpoint ruined my credit. I still do not have an official notice from Shellpoint they are my new loan service company I only have their monthly statements which show that I have paid on time. I sent them Shellpoint XXXX XXXX XXXX notification that to pay ONLY XXXX XXXX and the cancelled check showing that I did pay XXXX XXXX. I called Shellpoint and they said I could not talk to anyone on the phone at their loan servicing department. I would have to send them an email plus send all reports from credit reporting agencies. Shellpoint has no interest in resolving this matter and wants me to me go away and suffer with a bad credit report. My credit was at around XXXX then dropped to XXXX after Shellpoint erroneously notified all credit agencies of my late XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have fallen past due on my mortgage on XXXX of XXXX after getting sick from XXXX XXXX which caused me to be out of work and loose income during this time. Soon after I reached out to Shellpoint and requested a forbearance program. Recently I tried to request for mortgage assistance under the XXXX XXXX programs. On my last conversation with Shellpoint on XX/XX/XXXX they advised me I was declined for modification because a failed XXXX stating my home has equity and that is the reason they could not help me. My understanding is with the increase in home values most all homes have equity, and this would mean they are not helping any homeowners if it doesn't benefit the lender. Also, on XX/XX/XXXX Shellpoint advised me my home loan is no longer a XXXX XXXX loan and that my loan was sold off to a new investor on XX/XX/XXXX and with the new investor they do not have a Partial claim program placing the amount I'm past due due to the XXXX forbearance towards the end. I believe there is predatory lending happening because before the loan was transferred to a new investor, they knew I was past due and also knew there was equity in the home. I feel this new investor is purposely trying to foreclose on my home. The only offer they gave me was for me to pay {$5600.00} down payment and produce payments of {$1400.00} per month which I told them I could not afford. The denial I attached shows the XXXX results to be incorrect and per my research other homes have been saved showing the same XXXX results. As well on the Denial letter dated XX/XX/XXXX shows my loan to still belong to XXXX XXXX but I was told otherwise on XX/XX/XXXX by Shellpoint. Shellpoint initiated foreclosure on XX/XX/XXXX while I was in review for assistance as per CFPB guidelines I feel Shellpoint is violation of Dual Tracking laws of foreclosure as well as Failure to perform and Negligence. Shellpoint and its investor knew I was past due on my mortgage before it was transferred to the new investor and are not willing to offer me a loan modification to save my home. On number XXXX on the XXXX it shows the investor is Shellpoint but on page XXXX of the Denial Letter it shows XXXX XXXX XXXX XXXX XXXX Something is illegal here!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX closed business for 7wks, The lender offered a XXXX forbearance month. The proof is attached. I paid in XXXX AS AGREED. I was NEVER 30 days late. The documentation will corroborate the FORBEARANCE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A