Date Received: 2022-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez mortgage company phone number : XXXX Trying remove pmi. I have been denied multiple times. Mistakenly reviewed my loan as an fha loan while my loan is actually a conventional loan. Took my bpo appraisal fee and put it into escrow. Have been denied for pmi removal because I am getting refused an appriasal. There is not eta on any correction. I have left a formal complaint. Called in : XX/XX/XXXX for pmi removal XXXX paid XXXX for pmi removal valuation XX/XX/XXXX took my XXXX money and placed in escrow. Refused pmi removal appriasal and I left a formal complaint XX/XX/XXXX still no progress. Seems to be unorganized and lacking any intention solve problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: When i was laid off by my company in XXXX of XXXX, i applied for and was generously granted Forbearance relief with my mortgage company. The assistance that i received postponed our monthly mortgage payment until the end of the Forbearance agreement which i believe was 9-10 months. Upon returning to work and and ending the Forbearance period in XXXX of XXXX, we began paying our back payments ( in addition to our monthly mortgage ). So, we paid double payments until through the end of XXXX until we were caught up. We were religious in making these payments a priority and did not miss or were late with payment during the repayment period. When we recently applied for credit, we were declined based upon having XXXX late payments reported by Shellpoint Mortgage. I contact Shellpoint and was told conflicting information. They showed the " lates '' but were not able to answer my question... how could i be late when i made every ( double ) payment. Strangely, the " lates '' came mid-way through my repayment- XXXX, XXXX, XXXX and XXXX of XXXX. I had received " late notices '' a couple of time earlier in the year. I was told that the system was still auto-generating delinquent notices, but i should ignore because i was on a Forbearance program. I would like to have the delinquent notices removed from my credit report with all three agencies. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, I filed a complaint ( XXXX ) against Shellpoint Mortgage Servicing for inaccurate information provided to me about the loan modification process, not holding to what they said they were going to do, and inaccurate delinquency reporting to my credit. I received a response to this complaint on XX/XX/XXXX. In this response, Shellpoint Mortgage Servicing agreed to submit an interim report under control number XXXX to the CRA 's to change the reporting for XX/XX/XXXX and XX/XX/XXXX to no data. My XXXX and XXXX reports were updated with no data reporting for XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX as Shellpoint agreed to do in their response. It lasted for XXXX days and then on XX/XX/XXXX, the negative reporting was re-reported for XX/XX/XXXX and XX/XX/XXXX dropping my credit score again. This led to another complaint ( XXXX ) filed with CFPB on XX/XX/XXXX, after attempting to make contact with Shellpoint via email about the issue and not receiving a response. On XX/XX/XXXX, Shellpoint submitted a response to the complaint stating, " In further review of your loan, we have confirmed an automated credit dispute verification ( ACDV ) form was completed during our correction of the error. As the ACDV was answered after the interim report was submitted, the update was not processed properly as XXXX is still reporting the late payments. To ensure the late payments are removed, we completed another interim report under control number XXXX on XX/XX/XXXX, to report XX/XX/XXXX and XX/XX/XXXX as no data. Please allow five to seven business days for the update to reflect with the CRAs. '' As of today, XX/XX/XXXX, my Shellpoint Mortgage Servicing account via XXXX is showing true and accurate. My loan is showing current and XX/XX/XXXX and XX/XX/XXXX are reported as no data as agreed upon by myself and Shellpoint. However, my XXXX is showing no data for XX/XX/XXXX, but showing late reporting for XX/XX/XXXX and XX/XX/XXXX despite Shellpoint 's following statement in their XX/XX/XXXX response, " As the loan modification was processed on XX/XX/XXXX, the loan was reported current to the CRAs for XX/XX/XXXX. '' Additionally, my XXXX report was never corrected after the re-reporting of the late payments for XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX. Therefore, as of today, XX/XX/XXXX, my XXXX report is showing 90-day and 120-day late reporting for XX/XX/XXXX and XX/XX/XXXX, respectively. To resolve this ongoing issue, I have attempted to reach out to Shellpoint Mortgage Servicing to no avail. I have also disputed the account with the CRA 's ( XXXX and XXXX ) citing Shellpoint 's responses to my complaints through the CFPB on XX/XX/XXXX and XX/XX/XXXX, but each dispute has been closed with the conclusion that Shellpoint Mortgage Servicing has verified the reporting for XX/XX/XXXX and XX/XX/XXXX as true and accurate despite their stated course of action to correct the reporting to no data in their responses to CFPB. This makes the third time I am having to file a report against Shellpoint Mortgage Servicing for not holding true to what they say will happen or what actions they say they will take. It is the same lack of integrity, accountability, and fair business practices that started my issues with Shellpoint Mortgage Servicing in XXXX of XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 472XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Date : XX/XX/XXXX To : To Whom it May Concern Consumer Financial Protection Bureau Subject : Requesting an update to my credit report In XX/XX/XXXX, my home loan with XXXXShellpoint Mortgage Company went into an 18-month forbearance. That forbearance ended on XX/XX/XXXX. In order to be proactive, I contacted my point of contact ( POC ) on XX/XX/XXXX as instructed to begin the deferral process. The POC submitted my request and I waited for a response. Waiting for a response took longer than we anticipated ; however the deferral was granted on XX/XX/XXXX. The problem for me began when I checked my credit score on XX/XX/XXXX and saw a SIGNIFICANT drop ( roughly XXXX points ) due to a payment being reported missed/30-59 days late. I spoke with a representative on XX/XX/XXXX and she stated that I missed a payment ( {$1200.00} ) in XX/XX/XXXX. I tried to explain my forbearance/deferral situation to no avail. After getting off the phone in frustration, I continued my investigation and remembered that due to the forbearance ending in XXXX, I made a payment in XXXX thinking that would keep me current. I spoke with another representative on XX/XX/XXXX between XXXX and XXXX and she advised me that my XXXX payment was applied to my XX/XX/XXXX statement instead of XX/XX/XXXX, leaving XXXX unpaid. The representative stated it was the delay in the approval of the deferment that caused this and suggested I write a complaint letter to open an investigation in order to have this corrected. My credit score and history is EXTREMLEY important to me and it was my belief that the forbearance/deferral process would not negatively affect my credit. I would like to request an update to my credit report due to the delay in my deferral process. Thank you for you attention to this matter.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX has not and will not correct incorrect information on my credit report regarding my mortgage. I am XXXX and unable to obtain housing due to the inaccurate reporting on XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our firm sent a Notice of Error under 12 C.F.R. 1024.35 to Shellpoint Mortgage Servicing via certified mail on XX/XX/XXXX. The notice of error was sent in regards to the misapplication of a payment the firm had sent to Shellpoint to reinstate the client 's loan. The total amount to reinstate the loan had been given to our firm by the attorneys assigned to pursue a foreclosure action on behalf of Shellpoint against our client. The reinstatement letter was emailed to our firm on XX/XX/XXXX in response to our request, which had been submitted to the attorneys representing Shellpoint on XX/XX/XXXX. The reinstatement reported the total amount due to reinstate the client 's mortgage loan was {$23000.00}. Further, the attorneys ' office included language within the reinstatement quote that stated the amount was good through XX/XX/XXXX. Our firm contacted both Shellpoint and its attorneys on XX/XX/XXXX to confirm that we would be sending two ( 2 ) payments to satisfy the reinstatement amount, which both parties agreed would be sufficient to satisfy the full amount due on the client 's account. Our firm remitted a wire payment in the amount of {$22000.00} to Shellpoint. Additionally, our firm submitted a cashier 's check from the client in the amount of {$1500.00} to Shellpoint 's attorneys. Both payments, when added together, totaled the full amount to reinstate the loan. Both payments were confirmed as received by both parties on XX/XX/XXXX. The following week, after confirming receipt of the payment in full, Shellpoint sent a status letter to our client stating there was a remaining balance due on the mortgage account which consisted of two payments : a. {$1200.00} in " other fees '' ; and, b. {$270.00} in " legal fees ''. Additionally, on XX/XX/XXXX, our office received the cashier 's check in the amount of {$1500.00} from the attorneys representing Shellpoint in its foreclosure action against our client along with a letter. On XX/XX/XXXX, the Financial Administrative Assistant in our unit contacted Shellpoint 's attorneys to inquire as to the reason why the check was sent back to our firm. Shellpoint 's attorneys restated the contents of the letter they had sent along with the client 's cashier 's check. Shellpoint 's attorneys informed us that when they received the cashier 's check, they called Shellpoint to confirm and submit it to them to complete the full reinstatement amount. According to Shellpoint 's attorneys, Shellpoint then informed its attorneys that it had already received the full amount due to reinstate the loan and that no additional amounts were due on the account. Upon asking Shellpoint what to do with the cashier 's check, it told the attorneys to return the check to the client as there was no remaining balance on the account. On XX/XX/XXXX, our Financial Administrative Assistant called and spoke with a Shellpoint representative about the origination of the remaining balance due on the client 's account for " legal fees '' and " other fees ''. Shellpoint 's representative stated that the {$1200.00} in " other fees '' was attached to a loan modification that had been applied for by the client. Our client has never applied for a loan modification for his mortgage account with Shellpoint. The Shellpoint representative offered to connect our firm with the loan modification department who also reported that it could not find any loan modification on the client 's account nor a reason why any fees associated with one would be applied. On XX/XX/XXXX, our firm contacted Shellpoint to follow up on the Notice of Error that was sent on XX/XX/XXXX. I was transferred to several different departments and then disconnected. On XX/XX/XXXX, I, again, contacted Shellpoint via telephone to follow up on the notice of error. I was transferred to several departments and then the line disconnected. On XX/XX/XXXX, I sent an email to the point of contact listed on the client 's account stating that I had not received a response on the notice of error sent on XX/XX/XXXX. I did not receive a response. On XX/XX/XXXX, I attempted to call the single point of contact via telephone. She did not answer, so I left a VM asking her to return my call. Later on XX/XX/XXXX, I attempted to contact the single point of contact again. The single point of contact answered the call and once I gave her our client 's information asked me if I would be okay with a call back if we were disconnected. The single point of contact stated the notice of error had been received ; however, when I inquired about the lack of response to the notice of error she stated that she needed to place me on a brief hold to get that information. Shortly thereafter, I was disconnected again. On XX/XX/XXXX, I attempted to contact the single point of contact several times with no answer. I left several voicemails and sent an email with no reply or callbacks. On XX/XX/XXXX, after several failed attempts at reaching the single point of contact on the client 's account, I contacted Shellpoint 's general customer service line to speak with a rep in an attempt to get some kind of response. The rep stated that she would let the single point of contact know that I had been trying to get in contact with her and that she would call me back in 24 hours. Later, that same day, the single point of contact reached out to me via telephone, put me on hold, and then disconnected the line. On XX/XX/XXXX, I again tried to contact Shellpoint and asked a representative to check on the status of a response to our notice of error. The rep placed me on a hold and I was disconnected once again. To this date ( XX/XX/XXXX ) our office has not been able to get any information via telephone or email to Shellpoint, nor have we received any response explaining the additional fees charged on the client 's account after Shellpoint reported to its own attorneys that the client 's account had been satisfied in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Closed the loan in XX/XX/21. The loan has had a continual overfunded escrow account and servicer has refused to adjust the monthly payment. The escrows are {$960.00} for insurance and XXXX for taxes a year for a total annual expense of XXXX, the escrow account has {$4800.00} and they are collecting {$570.00} a month. Each time I call which has been 5 times I am told an escrow analysis will be done and the payment adjusted and the surplus refunded yet they never do what they say they will do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Service denied my approved modification. XXXX XXXX XXXX sent Shellpoint Loan Modification Documents. I also sent them the same documents. I am a XXXX, low-income, XXXX, XXXX veteran in a constant medical battle with XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ), XXXX ( XXXX ), Pain/Walking ( XXXX XXXX XXXX ), XXXX ( XXXX XXXX XXXX ). I need this modification. My life depends on it. This started when XXXX took possession of the loan simultaneously to creating documents of the successful completion of the XXXX trial payments approved by investor XXXX XXXX XXXX. It seems the grant got done but there never received the new modification documents from either XXXX or Shellpoint. My modification is XXXX XXXX XXXX XXXX months. Mortgage Payment {$1600.00}. I request either XXXX or the new servicer Shellpoint Mortgage Services send me the above-approved modification documents to sign. THIS STRESS IS KILLING ME!!!! Please Help! With the Warmest and Kindest of Regards XXXX XXXX XXXX email XXXX Home Phone : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: having been serviced by Shellpoint sinceXXXX the escrow accout has been incorrect as the loan was boarded to their systems incorrectly as a result we have twice had to make payments of property taxes directly to the relevant tax authority in XXXX and XXXX of 2021 the XXXX payment we made was refunded to escrow correctly les about {$54.00} in penalties the XXXX payment made was in the amunt of XXXX to date the servicer has refunded to escrow an amount of XXXX, leaving XXXX unpaid the figures showing as repaid in no way matych the figures that were paid out - so have been chasing for some 6 months now requestng that the full amount of XXXX be credited AND NOT ESCROW but as a repayment of funds back to the borrower despite chasing and going round in circles for 6 months I am getting no closer to a resoution
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 08648
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I explained to the Customer Service Rep. that this is not my Loan and can they please remove my name. I did not co-sign for this mortgage. They refuse to listen to me. My XXXX XXXX was XXXX and now it is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A