Date Received: 2022-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 - Loan sold to Newrez LLC XXXX # XXXX XX/XX/2022 - Husband and I set up automatic payments XX/XX/2022 - XXXX Automatic Payment did not come out ( we have confirmation email ), we realized husband 's name was not added to Newrez account even though all loan documents signed at title agency were signed by each of us and his name is recorded XX/XX/2022 - Paid one time payment. Set up auto-pay AGAIN ( we have a XXXX confirmation email ) per Newrez directions. We were told husbands name would be added to the account and that Newrez did in fact have the documentation to prove his name should be on the loan XX/XX/2022 - XXXX Automatic Payment did not come out again ( we have a confirmation email ), we realized husband 's name was AGAIN not added to Newrez account XX/XX/2022 - Called Newrez again. They're saying the bank account number for automatic payments couldn't be located and that's why they haven't taken them. Paid one time payment with the account they said couldn't be located. There is a problem with their payment system as every time we made a one-time payment, the same bank account number they " can not locate '' is the one we've paid with. I am wondering how many other VA home loan borrower 's have been affected by this and have been charged fees/marked delinquent/have taken credit hits because Newrez will not fix their system. We have an email trail of payment set-ups and modifications from when we have talked to customer service that is attached below. In addition to a faulty payment system, they also have poor recording and documentation practices. My husband 's name has yet to be added to a loan for which he is a co-borrower, and none of our payments or the fact we have a home loan has showed up as being reported to either of our credit. This feels a lot like breach of contract at best, and fraud at worst. Something isn't right and VA home loans should NOT be allowed to be serviced by this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For several months now, I have been trying to receive a refund of my escrowed taxes from the previous holder of my home 's mortgage, NewRez LLC dba Shellpoint Mortgage Servicing. I have previously requested and received the assistance of the XXXX of Upstate South Carolina, as well as the Wisconsin Department of Financial Institutions. NewRez, however, has stopped communicating. I am hoping that contact from your office will reestablish a dialogue with them. My complaint is as follows : NewRez indicates that they paid {$2300.00} in taxes from my escrowed funds to satisfy my XXXX tax bill. The county treasurer has indicated that they had received NO payment of my XXXX taxes, until *I*, ( not NewRez ), paid this bill myself. If NewRez DID in fact send these funds, then the fault lies with the county treasurer 's office, in which case I will pursue the matter with them directly. If NewRez DID NOT send these funds, then the balance of my escrowed funds, {$2100.00}, ( a total of {$190.00} has already been refunded ), is still owed to me. I am simply requesting either ***PROOF OF DISBURSEMENT OF FUNDS*** to the XXXX County Treasurer 's Office in payment of my XXXX property tax bill or a REFUND of my escrowed funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I have mailed DITECH FINANCIAL LLC XXXX letters requesting an investigation into my mortgage account and requesting a correction of the wrong and very negative information they have reported to XXXX, XXXX, and XXXX. I have been trying to get answers from DITECH since XX/XX/XXXX. The last letter I mailed to them was XX/XX/XXXX. I have received absolutely NO RESPONSE AT ALL. I have not had anything corrected on my credit report and no investigation report or explanation as to why they believe the information is accurate. I cant even get an accounting of my mortgage from them. DITECH nearly made me lose my home through foreclosure. I wanted to modify my mortgage in XXXX but I was told that they only modified loans if I was behind on my payments. I was told that once I was 3 months late I could apply for a loan modification. I did as I was told and was placed on a trial LOAN MODIFICATION in XX/XX/XXXX. After 3 months I was told I did not qualify and sent a NEW PACKET and had to RESTART the PROCESS. I started the process over and then placed on a 7 month loan modification but during the loan modification I was getting notices that my home was about to be foreclosed. Again I was told to restart. During XXXX I started getting generic letters from what looked like Bankruptcy lawyers and tons of real estate agent 's flyers asking if I wanted help with selling my home before foreclosure. Or promising me MORE TIME to save my house. I was desperate! In XXXX, I was told I wasnt making my payments even though I WAS making the payments. I called DITECH almost every day and waited hours just to talk to someone every representative would give me different information and at the end of the conversation nothing was resolved. I hired what seemed to be an attorney but later I found out they were document preparers, anyway they promised to help me modify my mortgage. I paid them {$320.00} to start and sent them all my documents but everytime I called to ask for the status they would brush me off. I was strung along from XX/XX/XXXX to XX/XX/XXXX, by DITECH, document preparers, lawyers and real estate agents all who knew I was desperate to save my house. In XX/XX/XXXX I called one of the attorneys who mailed a letter to my house saying they could help me stop foreclosure but they wanted {$5000.00}. I called this real estate agent that if I paid them {$700.00} and they offered to " walk me through '' filing XXXX XXXX. They helped me fill out the XXXX XXXX documents but I was told I had to say noone helped me and I was told I couldnt say I paid anyone since they were just showing me " how to do it '' and they warned that if I told the court, XXXX CA Bankruptcy court, they would dismiss my case. They were so shady that after I submitted the application, I was scared to commit fraud so I did not pursue the application for XXXX XXXX. DITECH has left me desperate and without answers. I almost lost my home because of them and STILL, I HAVE NO ANSWERS. Why were they reporting me as not making payments when I WAS MAKING PAYMENTS? Where were my payments going? Why can't I get a summary of my payments made / HISTORY of PAYMENTS RECEIVED from them? AND LASTLY, the record that I do have access to is my credit reports. Why were they reporting this inaccurate information to Credit Bureaus? Ditech has failed to fully and properly investigate my disputes that my payments were not made. They have left me in the dark about the accounting of my mortgage. They have reported negative information about me to XXXX, XXXX, and XXXX even though they KNOW that this information is INACCURATE and still have failed to correct this information. I was making all my payments until they said I had to be XXXX payments / months behind to start a LOAN MODIFICATION so XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I did not send my mortgage payment so that I could start the process and get a lower payment. I made ALL MY PAYMENTS after that. I cant get anyone at DITECH to help me clear this off my credit report and explain why they almost made me lose my house by reporting that I wasnt making my payments when I was! The payment history is incorrect. Late payments ARE REPORTED INACCURATELY AS LATE! PLEASE DELETE THEM : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX 2016
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92544
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: I applied for the HAF Grant Program back XX/XX/XXXX, and was finally approved for assistance from the New Mexico Homeowner Assistance Fund. My approved award amount is {$6400.00} and my approved Program Assistance Application has been forwarded to the accounting department for payment processing. Please allow at least 14 business days for processing, which almost 3 weeks and this payment will be sent to my housing provider which is Shellpoint at this time. What is the HAF Grant Program? The purpose of the Homeowner Assistance Fund ( HAF ) is to prevent mortgage delinquencies, defaults, and to prevent displacement of homeowners experiencing financial hardship after XX/XX/XXXX. Funds from the HAF may be used for assistance with mortgage payments. The law prioritizes HAF funds for homeowners who have experienced the greatest hardships, leveraging local and national income indicators to maximize the impact. I believed I would qualify for the Homeowner Assistance Fund ( HAF ) and I contact my mortgage loan servicer, Shellpoint, by completing their application for the Forbearance Program so my payments could be suspended until they receive the funds from the HAF Grant program and I also completing documents to have a mortgage loan modification to lower my interest rate which in turn would lower my monthly payments once my mortgage loan had been brought current. The XXXX XXXX XXXX XXXX XXXX was unable to get Shellpoint to provide information in the portal regarding my HAF Grant Application which is supposed to be monitored by the U.S. Treasury Department. On XX/XX/XXXX, I spoke with XXXX XXXX at Shellpoint advising him that the XXXX XXXX XXXX XXXX XXXX need a Re-Quote which had been requested in the Portal, but they had not yet received a response. XXXX XXXX advised me that I needed to make a payment on my account today. I again informed him that I had applied for the HAF Grant Program and that I had also mailed my completed application regarding the Forbearance Program so my monthly mortgage payments could be suspended until they received payment from the HAF Grant Program to bring my past due mortgage loan account current. XXXX XXXX advised me that he would send me a letter advising me of my options to get my past due mortgage loan paid. On XX/XX/XXXX, I received a letter from XXXX XXXX at Shellpoint dated XX/XX/XXXX, which stated that I needed to make a payment in the amount of {$5700.00} by XX/XX/XXXX to avoid foreclosure on my property or other action to seize my property. I immediately sent a copy of the letter to the XXXX XXXXXXXX XXXX XXXX back on XX/XX/XXXX, and they responded back advising they just put another request into the portal for a Re-Quote and they received a response back from XXXX XXXX at Shellpoint who had advised that she would respond back no later than the next day with the information regarding the Re-Quote so my HAF Grant Application could move forward with this information. This never happened and the XXXX XXXXXXXX XXXX XXXX sent an email to XXXX XXXX at Shellpoint requesting a conference call with me so could get the XX/XX/XXXX, moved out an additional 30 days to allow the XXXX XXXXXXXX XXXX XXXX to work on my HAF Grant Application completed as they would not be able to complete the application and get a payment to Shellpoint by XX/XX/XXXX. XXXX XXXX at Shellpoint ignored this letter which then allowed XXXX XXXXXXXX XXXX XXXX to expedite my HAF Grant Application. On XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00}. My approved Program Assistance Application has been forwarded to the accounting department for payment processing and to allow at least 14 business days for processing, which almost 3 weeks and this payment will be sent to my housing provider which is Shellpoint at this time. This information was also provided in the Portal for Shellpoint to view, and I also believe this information was mailed to Shellpoint by the XXXX XXXXXXXX XXXX XXXX as well. Attached is also a copy of this email showing this information mentioned above. On XX/XX/XXXX, I received a letter from Shellpoint with no postmark on envelope showing when this letter was actually mail as the later is date XX/XX/XXXX, which is dated 1 day after the last letter I received from Shellpoint. This letter states that my previously incomplete application ( as I never received a letter advising which documents I was missing or they needed to process my Forbearance Program Application ) is now complete as of XX/XX/XXXX, and additional documents or information is not required at this time. Shellpoint will contact me if they need additional information or if during the evaluation process, we determine that documentation or clarification is required. The evaluation process may be delayed until we receive the required information or foreclosure protection could be terminated. Within the 30 days of the application competition date, I would receive a written communication describing our decision and next steps. The completion of my application has granted me protection from foreclosure while Shellpoint evaluates the application. But since the date of this letter, XX/XX/XXXX, I have continued to receive collection calls on a daily basis from XXXX XXXX at Shellpoint. He has been calling me several times per day and even sending me collection notices through email. I strongly believe XXXX XXXX at Shellpoint has violated the Fair Debt Collection Practices Act ( FDCPA ) which is the main federal law that governs debt collection practices. The FDCPA prohibits debt collection companies such as Shellpoint, from using abusive, unfair, deceptive practices to collect debts from consumers such as myself. The FDCPA covers the collection of Mortgages! I strongly believe XXXX XXXX has violated the FDCPA at least 3 dozen times now since this letter dated XX/XX/XXXX was sent in the mail to me as this letter implies that all collection efforts should have stopped as the evaluation of my Forbearance Application had started as my application had been determined to be complete on XX/XX/XXXX, and any collection efforts or actions taken after this date would be considered a violation of the FDCPA as these actions could be interpreted as abusive and unfair. I would like the CFPB to investigate this and if XXXX XXXX is found guilty to have violated the FDCPA, then I would like a Right to Sue Letter which will help me file a lawsuit in the State of New Mexico against XXXX XXXX. Shellpoint has also violated the FDCPA as well as they also sent me another letter also dated XX/XX/XXXX, in which I also received in the mail on XX/XX/XXXX, which now demands that I now pay {$5700.00} no later than XX/XX/XXXX, or Shellpoint may refer my mortgage loan to foreclosure. Instead of extending my deadline by 30 days from XX/XX/XXXX, Shellpoint has now shortened by deadline date to XX/XX/XXXX, which is not only abusive and unfair, but is also deceptive collection practices as I also received a letter from Shellpoint dated XX/XX/XXXX, already mentioned above, that they were in the evaluation process of the Forbearance Application and that one would expect all collection efforts to cease at this time during this evaluation process, but it has not, Shellpoint has still been trying to collect money from me during this same time period which again violates the FDPCA as these collection practices by Shellpoint are abusive, unfair and especially deceptive. I would also like the CFPB to investigate this and if Shellpoint is found guilty to have violated the FDCPA, then I would like a Right To Sue Letter which will help me file a lawsuit in the State of New Mexico or in federal court against Shellpoint. Under the guidelines of the FDCPA, I may bring a lawsuit against the debt collector in state court or in federal court. In the lawsuit, I must prove that the debt collector violated the FDCPA and a Right To Sue Letter would prove me this proof and if I am successful, I might be able to collect {$1000.00} is statutory damages, and possibly more if I suffered harm from the violations which I have such as the fear of losing my job which is 100 % remote out of my house/property, loss of sleep due to the fear of foreclosure, and suffered other medical issues which will be present in court during my trial. On XX/XX/XXXX, I received an email from XXXX XXXX advising me that due to the significant delay the deferment review has been cancelled. It appears that XXXX XXXX has again violated the FDCPA by using abusive, unfair, and deceptive collection practices as he does not state what the significant delay is due to. I was not requested to provide any additional documentation or clarify any of the documents I submitted with my Forbearance Application, and I strongly believe it is unfair for this to happen. I strongly believe both Shellpoint and XXXX XXXX are trying to illegally foreclose on my house. They both refused to work with the XXXX XXXX XXXX XXXX XXXX regarding my HAF Grant Application, they sent me contradictory letters with the same date being XX/XX/XXXX, in with one letter indicates they are ceasing collection efforts while they complete the evaluation process of my Forbearance Application and at the same time, the expedite the date in which I need to bring my past due mortgage current from XX/XX/XXXX to now XX/XX/XXXX. Again, On XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00}. My approved Program Assistance Application has been forwarded to the accounting department for payment processing and to allow at least 14 business days for processing, which almost 3 weeks and this payment will be sent to my housing provider which is Shellpoint at this time. Again, Shellpoint will be getting money in the amount of {$6400.00} from XXXX XXXXXXXX XXXX XXXX from the approval award regarding my HAF Grant Application. Shellpoint is demanding that they receive {$5700.00} by XX/XX/XXXX and now by XX/XX/XXXX, and neither of these deadline dates can be met as Shellpoint purposely ignored all requests from the XXXX XXXXXXXX XXXX XXXX regarding my HAF Grant Application in the Portal in an effort to delay my application from being approved in a timely manner which has now prevented in the amount of {$6400.00} from XXXX XXXX XXXX XXXX from the approval award from the HAF Grant Program. Because of these abusive, unfair, and deceptive collection practices by Shellpoint as well as by XXXX XXXX, there should no longer be a deadline date for the XXXX XXXXXXXX XXXX XXXX to meet in order to get my payment of {$6400.00} to Shellpoint to avoid foreclosure. My house/ property should in no way now be at risk of foreclosure since back on XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00} and Shellpoint is only looking to collect {$5700.00}, but if you add the {$400.00} in the Unapplied Balance I have at Shellpoint to the {$6400.00} from XXXX XXXX XXXX XXXX XXXX then this combined money will pay all my past due mortgage payments through the end of XX/XX/XXXX and making my next mortgage payment due on XX/XX/XXXX, which I am planning to make on XX/XX/XXXX. I really need the CFPB to have Shellpoint and XXXX XXXX at Shellpoint to cease all their collection efforts against my house/property and to stop threatening or even wanting to foreclose on my house/property at they will again be receiving payment in the amount of {$6400.00}, but dont know the exact date, but I assume it will be before XX/XX/XXXX and most likely not prior to XX/XX/XXXX or XX/XX/XXXX which are deadline dates given to me by Shellpoint. Again, Shellpoint ignored the fact that I had applied for the HAF Grant Program and never sent me a letter indicating that they were aware of the fact that I had applied for the HAF Grant Program. Instead, both Shellpoint and XXXX XXXX have violated the FDCPA in their collection efforts to collect on my past due mortgage loan and they way they violated the FDCPA was through abusive, unfair, and deceptive collection practices and they should be help liable for their illegal actions taken against me. Shellpoint was made aware of the fact that the XXXX XXXXXXXX XXXX XXXX back on XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00} as this information was entered into the Portal that again is monitored by the U.S. Department of the Treasury. Once Shellpoint received this notification in the Portal, they should have ceased all collection efforts at this time but failed to do so. But Shellpoint and XXXX XXXX should have ceased all collection efforts after XX/XX/XXXX, as again I received a letter dated XX/XX/XXXX, from Shellpoint advising me that my application for the Forbearance Program was now complete and due to the completion of my application has granted me protection from foreclosure while they evaluate my application. But this has not happened as I continue to receive collection phone calls from both Shellpoint and XXXX XXXX regarding my past due mortgage and advising me, I need to make a payment as soon as possible to avoid foreclosure. Again, this is abusive, unfair and deceptive collection practices by both Shellpoint and XXXX XXXX as they continue to perform collection practices against me even after I was advised in writing in a letter dated XX/XX/XXXX, that I am me protection from foreclosure while they evaluate my application and even after they again were informed by the XXXX XXXXXXXX XXXX XXXX that back on XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00}. I need the CFPB to have Shellpoint and XXXX XXXX at Shellpoint to cease and desist all collection efforts immediately and if they fail to do so, then I would like the CFPB to pursue federal criminal actions again both Shellpoint and XXXX XXXX at Shellpoint because again they both are engaged in abusive, unfair, and deceptive collection practices. I also need the CFPB to investigate my claims that both Shellpoint and XXXX XXXX at Shellpoint because again they both are engaged in abusive, unfair, and deceptive collection practices and to please issue me a Right to Sue Letter if they are found guilty of these abusive, unfair, and deceptive collection practices during your investigation. Thank you very much in advance for your help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87144
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan that is serviced by NewRez Loan Servicing and unintentionally missed a payment due XX/XX/XXXX. I believe I was never adequately notified of the missed payment which resulted in a 30-day late payment hit on my and my wife 's credit reports and the damaging of our credit scores. In fact, the only reason I became aware of the overdue balance was because my third party credit monitoring alerted me to the change in my credit report. Timeline of payments : XX/XX/XXXX unintentionally missed normal payment XX/XX/XXXX made normal payment of {$1600.00} XX/XX/XXXX after receiving alert from credit monitoring, made payments totaling {$3300.00} to become current Supporting information to my complaint : - Even though I have opted-in to paperless communications and statements from the company, the only notice that was ever sent to me about the status of my account was by mail according to the phone representative I spoke to on XX/XX/XXXX. One letter was mailed on XX/XX/XXXX and a second one on XX/XX/XXXX according to the phone rep. As I am writing this issue on XX/XX/XXXX, it is obvious that I never had an opportunity to receive the second letter. After speaking to the phone rep, I examined our junk mail pile and was able to find the initial letter. I was surprised to see that the letter had no outside indication of whom the letter was from and frankly the letter is indistinguishable from ordinary junk mail. Again, this is the single time the company attempted to communicate the late status to me. I have attached a photo of the outside of the letter to show how nondescript it is as well as the inside to prove it is the same letter. - Along with the letter having no outside identifying information, even the return address shown would not alert me to the fact it is from Newrez. The return address on the letter is XXXX, Michigan. The contact us page on my Newrez dashboard gives an address in XXXX, South Carolina. The billing statement pdf gives an address in XXXX. The general Newrez site gives an address in Pennsylvania. So again, there is no way for me to distinguish this letter from ordinary junk mail. - There is nowhere on the Newrez online account dashboard that shows a total balance outstanding. Even though the total amount outstanding on my account was actually {$3300.00}, the online dashboard only presented a single payment due of {$1600.00}. I unfortunately do not have screenshots of the dashboard before I made my catch up payment but I have attached current screenshots for reference. - Nowhere on the landing page, account dashboard, or payment screen does the Newrez system ever indicate there is an overdue balance on my account. No red alert box, orange exclamation point, or any sort of overlay message to draw attention to an overdue balance. - When I logged in to make my payment for XXXX, the options to add the additional missed payment and pay off the late charges were unchecked by default on the payment screen with no alert messages or anything to catch my attention. This is incredibly easy to miss and the only reason I caught it was because I already knew I needed to pay an additional payment to catch up. - I do acknowledge that if I had checked my pdf statement online, I could have been alerted to the overdue balance. But I would question how many of Newrezs customers do that promptly every month and why is that the only place on Newrezs website that communicates the overdue balance to me? The online dashboard is flashy and colorful with numbers and graphs that I feel a reasonable person would expect to communicate all important information without looking at a pdf statement. For the reasons described above, I believe Newrez did not make adequate attempts to notify me of my past due balance resulting in damage to my and my wife 's credit histories.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested information from my prior loan servicer -- Shellpoint. They were the loan servicer until it was transferred to XXXX XXXX in XXXX of 2022. I have been requesting a resinstatement quote from Shellpoint for over a year. The prior request they sent, including a response to a QWR, makes absolutely no sense to me and looks to be in error by $ XXXX {$90000.00}! This was even made mopre evident when I received a notice of trustee sale that states the figure is {$430000.00}. The notice of default sent less than a year prior would have made the total amount closer to {$370000.00} ( assuming no payments were made ). In reply to their response to the QWR ( a copy of the latest version of that letter is attached ) points out some of these issues. They have stated they have already answered my questions and to take it up with the new loan servicer, XXXX XXXX. XXXX does not have all of the same information that Shellpoint has, so I am stuck and my sale date is quickly approaching.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez made up it's own valuation of the property of less than half purchase price so as to keep charging me PMI.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In a letter dated XX/XX/2022, sent via the CFPB, responding to complaints XXXX and XXXX, Shellpoint made the following statement : " XXXX, XXXX, not in its individual capacity, but solely as trustee on behalf of XXXX XXXX Trust is currently the owner of the account number ending in XXXX '' " XXXX, XXXX, not in its individual capacity, but solely as trustee on behalf of XXXX XXXX Trust holds legal title to your loan XXXX XXXX and has hired Shellpoint to service your mortgage loan and to act as agent for them. The servicer is responsible for ongoing administration of your loan, including receipt and processing of payments, sending your billing statements, managing the escrow account and paying escrow items, resolution of payment-related issues, receipt of legal notices, and response to any other inquiries you may have regarding the servicing of your loan. The owner does not service the loan. All correspondence and inquiries concerning your loan should be addressed to Shellpoint. '' They then state : " Shellpoint is unable to execute this deferment offer ... '' and " ... Shellpoint resubmitted your deferment request to your investor, and a 9-month deferment was approved, but you were required to submit two monthly installments '' The problem I have here is when I talk to Shellpoint, they state that they are unable to do things ( like help us exit forbearance based on the CARES act ) because the Investor needs to approve. However, they are also stating that XXXX does not have anything to do with the loan besides owning it, and everything must go through them. It seems Shellpoint has created a situation where it is impossible for us, as borrowers. I can not work with them because XXXX has final say as the owner, but I can not talk to XXXX. I wonder whose call report or 9C this mortgage sits. Is it XXXX? If so they are bound by the banking regulations for originating it. If, instead, it was originated as an MBS or other securitized vehicle, the investor should not have any say into whether or not I am granted a forbearance, an extension to a forbearance, etc.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is an addendum to XX/XX/2022, " CFPB complaint # XXXX, requesting arbitration. " Shellpoint '' has since provided more information proving breach of contract, violating RESPA, and UDDAP in violation of the Dodd-Frank Wall Street Reform and Consumer Protection Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received the attached check, # XXXX, dated XX/XX/2022, for vendor name XXXX XXXX, vendor num XXXX, amount of {$26.00}, with check stub date XXXX, for invoice/credit memo XX/XX/2022, description of XXXX # XXXX. I request all documentation to substantiate the issuance of this check, copy attached, for so-called invoice from XX/XX/2022 for vendor name XXXX XXXX , vendor num XXXX XXXX
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: MD
Zip: 21037
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A