Date Received: 2022-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, I had a few concerns with the Shellpoint Mortgage Company, I recently completed a Mortgage modification with them a few months ago. I recently found out that shellpoint Mortgage reported me to the credit reporting agencies as late on payments. I was never later on my payments. I followed the bank process and the instructions, including making all the trial payments, s and continued to pay my mortgage even when I was told no payment due. I was diagnosed with XXXX in 2019, XXXX, and struggled with other chronic health issues. Still, I continue to cooperate with the bank only to find out they are deliberately reporting customers late so they may stop the customer from re-financing and leaving their organization. I recently found out that Shellpoint just settled a class action suit for dishonest practices and lying to current customers during the XXXX crisis and has recently settled. I spoke with the attorney and was notified this may be an additional complaint file based on bad business dealing with retaining the customer base if they are reported late on their mortgages, the opportunity to re-finance or leave the company is not afforded to the customer. Shellpoint is guilty of creating policies that do not allow for the customer to move forward by choice. I have requested a decision on how shellpoint arrived at their decision to report my account late. I was told 3-5 days, then change to 7 days, then change to 30-45 days. I have made a recording of my phone call to one of the representatives. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06106
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I sent proof that the months that were reported as missed payment were paid. no one will removed them even though I sent proof of payments
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01604
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am reaching out on the behalf of our mutual customer, this letter below i sent to Shellpoint and they have yet to respond. I have called more times than I can even remember at this point. They keep telling me that they can not write me a letter stating that they ( shellpoint ) will in fact release the lien on the front of the Mobile Home title even though it is not Shellpoint, it is XXXX XXXX XXXX XXXX XXXX. This is a major problem, because the lender will not move forward with the loan until they assure us in writing that they will pay off the loan in which they have already sent me a payoff statement for as well. Can you help me?????? We have been working for several weeks to get this closed for the Hulls, the problem we have run into is that the front of the original MH Title that you have in your possession has the lien holder as XXXX XXXX XXXX XXXX XXXX. I really hope you are able to help me, so this deal does not get terminated. XXXX XXXX who is the buyers lender wants something in writing from you ( Shellpoint ) stating that once we pay off the loan referenced above with the payoff statement you provided attached, you will then sign off and release the lien from XXXX XXXX XXXX XXXX XXXX that is on the front of the MH Title. I sent them the payoff statement that I received from you for the loan, it is still not enough to satisfy them. When I called Shellpoint, you offered to send me the welcome letter you got from XXXX, but again XXXX XXXX said that would not satisfy their concern as to one we pay Shellpoint off that Shellpoint will sign off the lien from XXXX XXXX XXXX XXXX XXXX and send the original MH Title to us to finish the cancellation of XXXX XXXX. If you have any questions or any advice to help, PLEASE contact me. We are running out of time to get this deal closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72023
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Was below 78 % of the original loan valuation. Contacted NewRez on XX/XX/2022. Was advised by the gentleman that he showed I was well under the 78 % and that the PMI should be removed in 2-3 days and my account online would reflect this. This did not occur so called back on XX/XX/2022. The lady stated that she did see that the request was put in, but had not been completed yet, allow some more time and any additional payments would be backdated for me. Made my payment with the PMI that was due on XX/XX/2022. Waited a few more weeks and called on XX/XX/2022. Spoke to the representative who stated she was not able to see any requests and that my PMI was not paid monthly anyways. After questioning her about this inaccuracy, she spoke to a supervisor and returned stating that there was no rule that they had to remove the PMI, but she was instructed to put in a request. I will now make my 2nd unnecessary PMI payment on XX/XX/2022.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40353
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Shellpoint Mortgage has a XXXX late payment listed on my credit report that is inaccurate. I have made numerous attempts to get this reporting corrected and have not received any response from Shellpoint. I have been waiting over XXXX days. Under the FCRA this late payment should be deleted immediately due to lack of response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11570
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2020 during the pandemic Covid 19 I applied for a motivation after a divorce where I was awarded the property. Both Attorny advised me & my ex husband that he was not on the deed. They contacted the deeds office in our presence. My modification was approved after I successfully completed the trial payments. The repress of Shellpoint mortgage who handled the modification, continuously asked for additional documentation. The final and ONLY document that I was unable to provide was the stamped quit claim deed from the Recorder of Deeds office because ALL offices were closed to protect their employees from the deadly virus. Shellpoint Mortgage Servicing rescinded the approval and denied the modification. XXXX XXXX did a modification in approximately 2006 and my ex husband refused to sign the closing documents. I suspect that they forged his signature on the closing documents. I appealed Shellpoint Mortgage decision and was still denied. I advised XXXX to motion the case into court because I felt discriminated. They did not do as I asked. I was informed by the attorney that filing a complaint may hinder me from getting my modification or my issues resolved. In turn, Shelllpoint transferred the mortgage to XXXX XXXX immediately after they denied the modification. XXXX XXXX spoke to me several times then denied to speak with me because I was represented by an attorney. XXXX has continuously denied my modification stating my income isnt adequate and I make more than I did previously. I am currently providing XXXX additional documentation and feel discriminated as they continue to deny me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60473
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Was on a trial payment plan for XXXX, XXXX and XX/XX/2022. Newrez-Shellpoint reported to the credit bureau that I was late for each of the three months. It is my understanding that when on a trial payment plan, you would not be reported as late as long as the payment was received in the month it was due. Because of this reporting to the credit bureau, Newrez-Shellpoint has damaged my credit score and prevented me from getting a HELOC when the interest rates were lower. I have equity in my home that I wanted to utilize for repairs and car purchase.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80015
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Lost or stolen check
Subissue:
Consumer Complaint: To whom it may concern, I'm trying to find {>= $1,000,000}, that I sent to my Mortgage company Ditech. That the NO Stress Claims got me from my Insurance company, I sign the the check and send it back to them But I don't get it back. Sitting here looking at it NO Stress Claims got the wrong Mortgage company on it. I'm sending you a copy of the paper I sent to Ditech for them to send it to me in my name not my Deceased husband name, I am praying that you can please help me and my family so we can get some help with our house because I don't get it back from Ditech are Green tree are NO Stress Claims, I have been more States Since we Got involved with this company Please help us find the money
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage servicer ( Shellpoint ) acquired my loan from XXXX XXXX, in approximately XXXX of XXXX. At the time I was paying {$1500.00} per month to XXXX XXXX. XXXX XXXX always set aside a portion of my payment towards escrow. In an escrow account they set up for my account. When they transferred my account to Shellpoint, I was still paying the same {$1500.00} per month. For a while I didn't even know they had transferred my account. But I continued to make my {$1500.00} monthly payment to Shellpoint. It turns out that Shellpoint failed to set up an escrow account for my payments, and they, in fact misapplied my entire {$1500.00} to " principal & interest ''. Not setting aside any amount towards escrow and not informing me that they viewed my monthly mortgage payment as {$680.00} per month.. Yet not applying the remaining {$820.00} to my escrow account. This went on for approximately 2 years. Sometime during the pandemic, when businesses were shutting down, I received several threats from various collections companies threatening to garnish my wages. I sought the help of a lawyer ( big mistake ) who decided I needed to file for XXXX XXXX, instead of just dealing with the 2 small collections companies who were making the threats. I was not behind on my mortgage. When I filed, based on that lawyers very bad advice, Shellpoint decided that all of the payments that I made and they did not take out any escrow, they would put into their XXXX and claim that I owed them back escrow payment?!? They unlawfully claimed that I owed them in excess of {$14000.00} because I did not make any escrow payments... Even though, I did... But They were the one 's who were negligent in 1 ) Not opening an escrow account for my account until literally XXXX of XXXX. And 2 ) They misapplied the proceeds of my payments by not separating my escrow portion of my payments, and instead applied the entire amount to my principal & interest. Further, they are now claiming that they do not have any record of my most recent payments. I am paying them, they are losing track of my payments. When I call they don't seem to have a clue as to where my money went. Even though I have receipts from my bank for each of my payments!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX Shellpoint Mortgage Services continues to falsely report delinquent payments to all 3 credit bureaus and move forward with foreclosure procedures. Company is incompetent at receiving loan payments and applying the payments to the account. I have XXXX mortgages with the company and they correctly apply the payments to one of the mortgages but continually do not apply payments to the other and leave the funds in a suspended funds account. This is my XXXX complaint through the CFPB and they say they are going to fix the issue but never do. Just received foreclosure documents in the mail again today. The mortgage servicer can not provide an acurate payoff statement. Statements provided to date are filled with incorrect charges and fees from failure to pay but payments are received.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A