Date Received: 2022-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoints response to the XXXX XXXX XXXX XXXX was much appreciated. However, Borrower wants to point out that Shellpoint claims to have not denied Borrowers request for arbitration because Shellpoint feels the mortgage loan service provider has researched and answered all questions appropriately. Borrower should not have to point out to the professional banking institution that arbitration is a review and investigation by a third party other that the Borrower and service provider. The third party review is necessary because Borrower feels Shellpoints responses to be lacking in information and/or to be incorrect in the mortgage service providers assessment of events. For example, in a recent letter Shellpoint stated that due to the error in PMI payments being made from Accounts escrow for over six years, the service provider would remove all negative CRA reporting from XX/XX/XXXX to XX/XX/XXXX. The two incidents have nothing to do with each other. In reality, Shellpoint removed all negative CRA remarks from the complete history of Account. In addition, XXXX felt the offenses against Account were so great that the CRA removed the Account from Borrowers Credit report altogether. So, yes, Shellpoint did deny Borrowers request for arbitration. We have come to an impasse in our understanding of of the situation, requiring outside resources to review and conclude how our relationship will work moving forward. On XX/XX/XXXX, Borrower was refused service and verbally accosted by a customer service representative. In addition, Shellpoint has since communicated that the Lender Paid PMI Account has been paying PMI from Account escrow for XX/XX/XXXX through XX/XX/XXXX. A complaint has been filled with XXXX, which Shellpoint has responded to. Borrower has been informed that the complaint and XXXX response will be thoroughly investigated by the Banking Commission and no further information will be communicated to Borrower until the investigation is completed. As a result of the events on XX/XX/XXXX and the ongoing issues claimed in the complaint, Borrower has withheld monthly payments for XXXX, XXXX, XXXX and now XX/XX/XXXX. Since Borrower has stopped payments, Shellpoint has sent copious communications demanding payment. Shellpoint even sent a certified letter invoking threats of foreclosure after only two payments were missed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/XXXX I had funds to pay my mortgage to the Amount of {$1300.00} credited to my shellpoint Account. I requested that these funds be applied to my XXXX mortgage payment. I was then informed that the funds to the amount of {$500.00}, had never been placed into the Shellpoint mortgage account for XXXX XXXX XXXX XXXX, MA Loan Number XXXX account. I was perplexed as the amount of {$500.00} had been wired in via a wire transfer on XX/XX/2022. The agent I was speaking on the phone was insisting that the monies were not there and were never wired in. On the bank statement from XXXX, and on the wire transfer receipt. It clearly shows the amount had been debited on XX/XX/2022. I then went on line and found that there was no record of the {$500.00} USD on the Documents and statements by Shellpoint. After signing off and going back online, the amount magically appeared. I then called Shellpoint and demanded that the funds be applied to my the XXXX Mortgage. The Agent on Shellpoint refused to apply the amount and stated it was not my money, when in fact it was wired into the account on my behalf, as witnessed by the Bank Manager at XXXX Bank on XXXX XXXX, XXXX XXXX on my behalf. As evidence that what I am saying is really true, I am submitting the PDF generated on XX/XX/2022 showing that there was no XXXX XXXX Dollars deposited on XX/XX/2022 and the subsequent about 20 minutes later on the Same day, after I spoke with their staff showing the XXXX dollars had actually been deposited on my behalf. There is no valid reason, as the funds were never returned, and if Shellpoint is not applying the funds and not returning funds this is Fraud. I would like you to intervene, and since Shellpoint, which is servicing XXXX XXXX, has already been investigated by the Department of Justice for similar behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for a loan modification in XXXX of 2022. I called the bank 2 times a week for the past 5 months. Every time I call they give me a list of documents missing. Each list has nothing to do with the prior list that I submitted. Once they get all the documents they need then they come back and ask for updated bank statements. After I send that in they make an excuse that a page or 2 was blurry, then they ask for an entire new list which again has nothing to do with the bank statements. One more example is they asked for a Profit and loss statement. After months of sending updated docs and even this profit and loss they recently stated they wanted the profit and loss one month at a time not all 3 months together. It seems they are doing everything in their power to stall this process out and take my home in a foreclosure. We have gone to court on this matter as well and the court has moved the sale date 2 times. The attorney for the bank has not been helpful at all, although in court he is very nice and states he will try to help ; but outside of court he has been rude and unhelpful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The company is not willing to help with any type of modification, and im becoming more aware that my mortgage was sold to a company who bought it knowing I was behind on my payments. Shellpoint is servicing the loan and i do not know who the investor is. when i started this whole process and was placed on forebearance i was not as far behind on my mortgage as i am now and i keep getting more and more behind. XXXX XXXX XXXX is helping me and a complaint was already filed and it was closed and i did not want it to be.Complaint # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint for over a year has been mailing my monthly mortgage bill to the WRONG ADDRESS, refuses to fix it. I only just now found out. There are 2 borrowers with equal rights. Other borrower abandoned home, went missing, stopped paying mortgage, committed XXXX against me, changed phone #, all contact info. - on XXXX Over a year ago. I have told employees at Shellpoint this by phone, email, chat, website messages. The subject property where the mortgage is, was, always has been : XXXX XXXX XXXX XXXX XXXX The county is, was, always has been : XXXX XXXX They have : XXXX XXXX They have been told by phone, mail, email, chat to fix the county, where the property taxes are paid. They have refused to fix the county. 2 years, it is still wrong. Now I find they are sending my monthly bill and correspondence to the co-borrower who abandoned the property, in XXXX XXXX No one made this change. Best of all, they are LYING and saying USPS is responsible. No, it is PREPRINTED BY SHELLPOINT MORTGAGE ON THE BILLS. USPS DOES NOT PRINT THEIR BILLS. So now not only do they have the WRONG county, WRONG mailing address, WRONG mortgaged property address, WRONG person the bill is being mailed to - they have refused to fix for 2 years, and 1 year- now they are lying about it. USPS DOES NOT HAVE ACCESS TO SHELLPOINT 'S INTERNAL BILLS THEY PRINT OUT AND MAIL.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: It was never disclosed to me that this was a consumer credit transaction, and that I am the Creditor/investor and beneficiary. all " charges '' were to be included in the finance charge, and that it was I who " lent '' the credit to the " original lender '' it is extortion, peonage, slavery for them to claim I owe a debt when there can be no debt in a consumer credit transaction, because I was the source of the Credit. they violated the consumer protection laws, failed to setoff and balance account and are receiving unjust enrichment at my expense. show me anywhere in the application, promissory note, mortgage where i actually " owe '' a debt. Federal and State law, says that you must protect the consumer and his interests. but Shellpoint mortgage servicing aka " owner of the " loan '' '' has failed to do so. it is a Fact the people are the credit " full faith and credit of the nation '' we are the money, we create the money, and are being used, abused and harmed by the corporations failing to balance the books and pay what they owe. they are the ones who are failing to file and pay the taxes owed. they are abusing the Social Security Trust account, and gaining double and tripple dipping ( unjust enrichment ) by stealing the credit and stealing the labor of the people to force them to " pay '' again with labor, which of what was already paid ( credited ) and concealed. it is fraud, it is unconscionable and a violation of the Most High Creator 's law. since all " money '' is created from the peoples deposit and signatures on negotiable instruments/securities and or bonds/ who owes who? it is time to stop the fraud and slavery being perpetrated upon the people on earth. it is your job as you are paid by the peoples taxes ( forced imposed contribution =investment ) to protect the consumers ( people ). Trustees are in breach of trust. as the trust was created when they accepted the social security number, and consumer information, which made them trustee, as we are the true beneficiary, and it does not benefit the beneficiary to have to " pay '' again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 523XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I missed a payment due to me and my family having XXXX and the daycare being shut down. My XXXX daughter ended up in the XXXX with it. When Newrez reached out to me I said that I could not pay at the moment and explained why. The representative said nothing but asked when I would be able to make a payment. A couple weeks later, going into the first week of XXXX the money was in the bank but it wasn't automatically withdrawn as it usually would be. I then spoke with them again and said I thought it would be drafted as pre usual. The representative told me that if you miss one payment it won't draft again and won't let you do automatic drafts for at least 6 months. I apologized and said I was not aware. I then explained again why I was late in the first place. That representative also offered no plans or anything. As of XXXX the 30 day late from XXXX hit my credit and dropped my rating about 100 points. So I reached out to the company saying that I'll pay the late fee ( which I did ) and any other fee that they might require and if they could remove the 30 day late. They said there was no one to talk to and that I had to email " loan servicing ''. To which I did on XX/XX/XXXX. They never replied or sent me anything, just an automatic reply that said someone would get back to me in 2-3 business days. I had to call back a few times throughout the month to ask what an update was, one young lady said I see it is in review on but maybe you should send some documentation, I said ok what should I send? She replied with, " whatever you have that could help ''. I said this is why I need to speak to them and she replied with, " unfortunately that departments only communication is through email '' Finally this week after I called again, they regular representative read in the notes that said that they will not take the 30day late off because it was not their fault and that I could have reached out to ask what option I could have. I explained to the representative that I explained my issue to XXXX separate people and nothing was offered. They said I could dispute through email again and I replied that no one emails me back and they said, well they will most likely not budge. I asked to talk to someone from the department because it was the only one I have and they said I could not talk to anyone and to send an email but it was probably not worth my time. I am now sending more emails as well. I have not deferred my payments or had any other issues. I pay on time and when I explained what was happening, no one offered any help but now want to punish me for not asking. As well as never responding to my emails but only allowing me to speak with people that have no authority to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08050
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the XXXX XXXX XXXX I worked with my XXXX XXXX insurance agent to change my homeowners insurance plan. The agent said this plan would take effect in XXXX and that I would see a decrease in the monthly premium and therefore a lower mortgage payment. Fast forward to XXXX and my monthly payments went up ~ {$30.00}. I used New Rez 's webform to inquire as to why this happened and have followed up twice, but in the past 6 weeks have heard nothing. I hate using this medium to get answers out of them but it seems to be the only way to get them to answer questions. I'll also add in that in early XXXX New Rez failed to pay my insurance company ( from my escrow account ) in XXXX resulting in my insurance company threatening to suspend my insurance. Then New Rez ended up telling me they were going to take out a policy on my house themselves and charge me for it all due to their own inaction. ( XXXX this second one has been resolved ( XXXX XXXX got New Rez to transfer the payment ) but I'm including it as, lacking any evidence to the contrary, I have a sneaking suspicion that it is related to the above )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 803XX
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Shellpoint Mortgage has been reporting discharged debt to all 3 credit bureaus since they purchased the debt asset account. I have made several attempts to get this discharged debt removed from the credit bureau reporting to no avail. This derogatory reporting has harmed me and my business affairs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX our mortgage company took out our property tax payment out of our escrow. They were not supposed to since in our closing documents it stated that the title company would be responsible for that. The payment never materialized on our property tax account with the city. After months of calls and emails a city employee discovered a payment of the same amount went to our neighbors ( one number different than our address ). This was a simple mistake by shell point who makes their batch payments through core logic. A property tax representative of shell point said we need to apply for a refund from the city because they do not expect the city to refund them. The city says we can not apply for a refund because its not our property. We paid the taxes with separate savings. So, not only did we not get the benefit of having an escrow account, we also are now missing ~ {$4400.00} from our escrow account. We believe Shellpoint should refund our escrow account and pursue a refund for their mistaken property tax payment. It should not be our burden to resolve their mistake. We have spent hours and hours trying to resolve this issue. We are considering pursuing litigation to be compensated for our efforts and stress. We can not choose our mortgage servicer. At a bare minimum our mortgage servicer should take responsibility for their actions.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A