Date Received: 2022-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: " Borrower '' emailed " Shellpoint '' the attached " QWR '' on XX/XX/2016, at XXXX XXXX EDT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently paid off my mothers mortgage with a personal loan. The loan was for {$21000.00}. Then did a closing with a lawyer. The house is now mine ( mom is XXXX ). My plan was to use the equity in the home for a home equity loan to lower my rate from 8 % to 3 %. Also from a 6yr personal loan to a 15yr home equity considerably lowering my monthly payment. The Check was received by the mortgage company in XXXX and processed XX/XX/XXXX. It is now XX/XX/XXXX and the lein has not yet been discharged. I have made several phone calls and been given the run around. My bank that is carrying my personal loan has also spoken with the mortgage company along with the county where the home is located. Every month I'm losing money!! Please help
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing, on behalf of XXXX, is committing fraud. On XX/XX/XXXX we received two letters in the mail. One letter was dated XX/XX/XXXX ( see attached ) and told us that if we made a payment by XX/XX/XXXX we would be granted a deferment ( we are trying to exit forbearance ). The second letter informed us our right to a deferment was denied because we failed to make payment by the required date ( presumably XX/XX/XXXX ) Neither letter came with a time machine. I therefore believe Shellpoint, on behalf of XXXX, is committing fraud. They are writing letters dated for a time in the past, and sending out at the same time a letter denying our exit to COVID forbearance, presumably to try to force us into foreclosure or otherwise take a less desirable path to exit forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: On XX/XX/XXXX, at XXXXXXXX XXXX XXXX I informed Shellpoint 's representative XXXX that I wanted further communications in writing. XXXX continued calling me despite being told to write to me, via email. Specifically : XX/XX/XXXX at XXXX XXXX, XX/XX/XXXX XXXX XXXX, and XX/XX/XXXX at XXXX. I recall there were multiple calls each time. This is a violation of the FDCPA. Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had problems during closing that have still not been corrected as the settlement docs were missing the escrow amount and I have called the original Mortgage person several times XXXX XXXX when I finally got thru to him he sent me to XXXX XXXX who promised to fix this. 1st email from him below XXXX XXXX, I just left you a voicemail regarding your escrow account. I apologize for the mistake and am working with our servicing department to have an escrow account set up for you. Ive attached a copy of the payment letter and escrow disclosure. Due to our error we will be covering the XXXX starting balance for your escrow account. If possible, could you please sign the attached documents and return to me? Please let me know if you have any further questions or concerns. Thanks, XXXX XXXX XXXX. XXXX XXXX 2nd email Would you be able to sign and date these 2 as well? Then thanked me for signing documents I have attached my attempts to follow up with XXXX he finally asked me to call my self not really knowing what or who I was calling I made several attempts get passed to this number then that number I eventually gave up. Several months later I go to make my payment and it is now XXXX a month. I again start trying to call to address with no success. I am fine paying to get my escrow caught up its been about 3 mos now that I have been paying that amount and I am getting concerned that it is going to stay at that amount which is XXXX more than it was when I refinanced for a lower amount in which case I am paying all those fees and whatever else you charge for refinancing for nothing. With the current economy and inflation, gas prices all this planning I did to protect myself should these events occurred ended up costing me more money I am going to start filing any and every complaint against this company until this gets rectified and going thru my documents to do this I saw your email and was hoping 1 last try with the company would work out. I not sure of your position with the company but I feel like the only time I get any where with talking to anyone in this company is if my payment Is late. 1st payment letter XX/XX/2021 Principal and Interest {$690.00} Homeowner 's Insurance {$43.00} Mortgage Insurance $ Property Taxes $ COUNTY PROPERTY TAXES A {$37.00} SCHOOL TAX A {$150.00} Other : $ TOTAL PAYMENT : {$930.00} -- this is what I'm actually paying XXXX and this is what my payment was prior to refinancing XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I have a VA mortgage with New Rez / Shellpoint Mortgage that has been in forbearance due to the Covid-19 Pandemic. After the special Covid forbearance ended, I requested that the VA Covid-19 Refund Modification program be implemented on my account. This program was created by the VA for homeowners that have not been able to financially recover to pre-Covid financial status, which is the case with us. During the pandemic, my husband, after having served honorably in the XXXX XXXX for XXXX years, was determined to be 100 % Totally and Permanently XXXX. We are now on a fixed income. I am his only caretaker and can not work outside of the home. Additionally, our young adult daughter had to move home from college during the pandemic due to very serious health complications that are only worsening. I am her full-time XXXX as well. I have been asking for the VA Covid-19 Refund Modification to be applied to my account since last XXXX ( XXXX ), as it was designed to substantially lower our monthly mortgage payment to ensure the protection of our homeownership. Each time I have worked with my initial loss mitigation point of contact, XXXX XXXX, I was told by him, as well as his supervisor, XXXX XXXX, to bear with Shellpoint, as they are trying to expedite the implementation of the VA Covid-19 Refund Modification and in the meantime, we will apply a special 3-month forbearance to my account renewing as needed. I should note that during the entire Covid forbearance, I have received a multitude of threatening letters from New Rez / Shellpoint threatening foreclosure, late payment reporting to credit bureaus, and that they have been trying to contact me with no response from me ( which is fabricated ). On XX/XX/XXXX, unbeknownst to me, my special forbearance ended as was NOT renewed as promised by XXXX XXXX on XX/XX/XXXX. I received a letter from Shellpoint on XX/XX/XXXX, explaining that my forbearance had ended, and I was now late on all of the payments not made during the forbearance. I called Shellpoint the very next day, XX/XX/XXXX, and confirmed that not only was my special forbearance not renewed as promised, but I also was no longer assigned to a loss mitigation team, and my point of contact had been transferred. I requested a supervisor call back ASAP and a new point of contact to be assigned to my case. I was contacted by XXXX XXXX XXXX, who identified himself as the supervisor of my new point of contact, XXXX XXXX. XXXX XXXX called me completely unprepared, with absolutely zero information about my loan or about how to correct the ongoing travesty of a situation. After I took the time to bring him up-to-date, he then said, and I quote, A decision has been made that we will not be offering this program. When I asked what date and by whom was this decision made, he floundered and could not provide an answer. When I persisted, he placed me on hold to research it and said, I dont know if a decision has truly been made ; its just that the program isnt showing up on your account, so I assumed that was the problem. I strongly encouraged him to speak to his supervisor, XXXX XXXX, as well as upper management to get to the bottom of why I was being asked to be patient and wait for the program to be implemented and input into our system by all representatives thus far, from XX/XX/XXXX to XX/XX/XXXX, if New Rez / Shellpoint was never intending to offer me the program the entire time. XXXX XXXX promised to 1 ) speak to XXXX XXXX as well as upper management and get the information I was requesting, 2 ) apply a special 3-month forbearance ( through the end of XX/XX/XXXX ), 3 ) provide me ( via email ) with his contact email as well as his supervisor 's contact email, and 4 ) call me back in just a few days with the information I had requested. NONE of this was done. It is now a week later, XX/XX/XXXX, and nothing has been done on my accountno forbearance, no call back from anyone, and no work toward resolution. It has become apparent that New Rez / Shellpoint is actively working against available resources and all of our best efforts to retain homeownership. Our assigned VA Loan Specialist, XXXX XXXX, contacted New Rez / Shellpoint on XX/XX/XXXX, and again on XX/XX/XXXX, to attempt to have New Rez / Shellpoint right their wrongs. XXXX XXXX confirmed that on XX/XX/XXXX, the VA had sent New Rez / Shellpoint a pre-approval for a partial claim VA Refund Modification. She explained that she had approved our mortgage for the Refund Modification program that I had been requesting since XX/XX/XXXX. However, she stated that New Rez / Shellpoint had done nothing with the approval nor had moved forward with the Refund Modification. Once again, no answer or work toward resolution from New Rez / Shellpoint. Our VA Loan Specialist, XXXX XXXX, directed me to initiate a formal complaint via the Consumer Financial Protection Bureau to prompt a full and official investigation into the matter. These events have caused significant stress and anxiety so severe that we have had to seek professional counseling for the negative symptoms we are experiencing. It should also be noted that this stress and anxiety negatively exacerbate both my XXXX husbands and my XXXX daughters health conditions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98277
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortage for our home through Newrez LLC XXXX # XXXX. They are located at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX PA XXXX. Our loan number is XXXX. We have been paying PMI since we got the mortgage but on XX/XX/2022, we submitted an application to have the PMI removed. Newrez sent a appraiser XX/XX/XXXX to review the property. From then on, I followed up with the appraiser to see if he sent the appraisal over to newrez which he confirmed. From then on, whenever I call to NewRez, they keep saying that the application never came through, or that I have to wait a week to call back and keep repeating the same information over and over again. Based on what our comps are we know that we have enough equity to not have to pay PMI but we are having a hard time getting hold of newrez. To me, it looks like a deliberate attempt to avoid having PMI charges removed from our loan. I would appreciate if CFPB can follow up on this.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: A review of Shellpoint CRAs XXXX reporting of Account shows copious payments made on time not being reported. Borrower has made several requests for Shellpoint to correct CRAs reporting in XXXX. XX/XX/XXXX was paid on XX/XX/XXXX XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee. XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee. XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee. XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee. In XX/XX/XXXX no payment was made. In XX/XX/XXXX no payment was made. Request for loan modification made. Shellpoint wrongfully interfered by manipulating Account. In XX/XX/XXXX no payment was made. Shellpoint wrongfully interfered by manipulating Account. In XX/XX/XXXX no payment was made. Request for loan modification made. Loan modification granted. Began pre-loan modification agreement. In XX/XX/XXXX, XXXX made the first payment on XX/XX/XXXX, in agreement with the loan modification agreement. Borrower waited on loan modification agreement from Shellpoint. In XX/XX/XXXX, Borrower made the second payment on XX/XX/XXXX, in agreement with the loan modification agreement. Borrower waited on loan modification agreement from Shellpoint. In XX/XX/XXXX, Borrower made the third payment on time, in agreement with the loan modification agreement. Borrower waited on loan modification agreement from Shellpoint. In XX/XX/XXXX, Borrower made the fourth payment on time, in agreement with the loan modification agreement. Shellpoint sent Borrower loan modification agreement without the agreed-upon deferred principal balance. In XX/XX/XXXX, Borrower made the fifth payment on time, in agreement with the loan modification agreement. Shellpoint attributed XX/XX/XXXX through XX/XX/XXXX payments to Account on XX/XX/XXXX. Borrower waited on loan modification agreement from Shellpoint. In XX/XX/XXXX, Borrower made the next payment on time, in agreement with the loan modification agreement. Shellpoint attributed XX/XX/XXXX payment to Account on XX/XX/XXXX. Borrower waited on loan modification agreement from Shellpoint. In XX/XX/XXXX, Borrower made the next payment on time, in agreement with the loan modification agreement. Shellpoint attributed XX/XX/XXXX payment to Account on XX/XX/XXXX. Shellpoint sent Borrower the correct loan modification agreement. In XX/XX/XXXX, Borrower made the payment on XX/XX/XXXX. Shellpoint CRA reporting shows No Data Reported.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I started my mortgage in XX/XX/XXXX. I was transferred to NewRez in XX/XX/XXXX. Because of my high amount of equity on my mortgage and perfect payment history on a conventional loan I should be eligible for the removal of an overpriced scam like escrow account. My loan balance is XXXX, and the home is valued between XXXX and XXXX. My income and bank account balance are high, I also have over XXXX in available credit. I meet all criteria including 24 months of successful payment history, yet have been ignored and denied removal of escrow acct over 5 times. My next step will be contacting an attorney and suing the the servicer and loan owner for red lining type of behavior and Predatory lending practices. I need an immediate resolve. My principal is XXXX yet my mortgage is almost XXXX. This is to make things harder, to try to create a negative account in which they can profit off of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77327
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, I filed a complaint regarding my mortgage company reporting inaccurate information to my credit report. ( Complaint # : XXXX ). On XX/XX/XXXX, I received a response to the complaint and the mortgage company agreed to fix the inaccurate reporting to my credit. On XX/XX/XXXX, I received notification that the late reporting was fixed to no data for XXXX and XXXX as agreed upon in Shellpoint 's response to my CFPB complaint. On XX/XX/XXXX, I received notification that Shellpoint made new remarks on my credit report. When I checked my credit, my credit score was dropped AGAIN due to Shellpoint re-reporting late payments for XXXX and XXXX after they agreed and DID fix it on XX/XX/XXXX. On XX/XX/XXXX XXXX immediate reached out to Shellpoint via email providing them with my credit report and a copy of their response to my CFPB complaint. I asked that the issue be fixed AGAIN and in an immediate fashion as that was the agreed upon response to my initial complaint. As of today, XX/XX/XXXX, I have not received a response to my email nor has my credit report been fixed as they stated that would do initially on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 472XX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A