Date Received: 2022-06-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Shellpoint provided misleading information and did not provide any consumer alerts for forbearance to be managed correctly. The told me over a call forbearance would be for 6 months. Then i get a 60 day late XXXX & XXXX Previously I had done the 6 months and all of a sudden it was 3 months. No email. No calls from account manager or bank. No clear communication giving me an opportunity to manage my account. Mortgage statements did not come or they were also misleading showing all LATE so wether i was in good standing or not showered late so I couldn't tell when I really was I have been frighting with mortgage company about the unfairness, i have disputed with credit bureau but my credit was still affected. Now, I see there is a lawsuit that has been settled for the same reason I am claiming. - misleading information - violation of the Fair Debt Collection Practices Act ( FDCPA ) and the California Rosenthal Act
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90631
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My payments are made on the XXXX of each month by XXXX XXXX arriving within 3 days yet every month Shellpoint sends me an e-mail around the XXXX stating my payment was not received. How is this possible? I have sent numerous letters to them including copies of my bank statement but they never respond back. They are the worst. They want to be paid thru " their '' on line system which I do not trust so I will continue to use my bank. Also, they keep stating I am a payment behind due to this months payment not being received? What is going on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning Follow up on the letter dated XX/XX/2022. Based on the response letter, I have contacted Shellpoint customer serveries at XXXX XXXX XXXX the pay the loan in full this morning. XXXX XXXX, the customer service from Shellpoint confirmed that the following : 1. Loan ID : XXXX has been paid in full. 2. The mailing address has been changed to XXXX XXXX XXXX XXXX XXXX, FL, XXXX, all ongoing correspondence letters should be sent to the new address instead. 3. A balance of {$120.00} will be issued directly to XXXX XXXX XXXX - XXXX XXXX XXXX, XXXX, FL XXXX with 15 days. 4. XXXX XXXX, will receive the release of the mortgage from Shellpoint within 30 days. Please contact me anytime if you have any questions. XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for and purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20743
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is no factual evidence from the escrow analysis that the {$530.00} credit was taken into consideration for the escrow analysis. This company consistently fabricates situations to their advantage. I can write complaints all day on this, every day for the rest of the year. They have done nothing except send fabricated documents that do not pertain to the escrow analysis documents I've sent on 2 occasions. A third complaint will be issued and request an updated escrow document with the credit clearly identified in the escrow analysis. A ledger of historical payments will not suffice and is irrelevant at this point to resolve this issue.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXXNew Rez who owns Shellpoint Mortgage Servicing purchase the remaining few payments on my loan from Ditech. This mortgage has been purchased multiple times over its life. The trouble began right away. 1. I was never notified that New Rez took over the mortgage. I did not find out until I was reported late on my credit report. I called Shellpoint and was told not to worry, they would remove the credit information and I paid the loan current. They did not clear my information with the credit bureau. ( This loan is in my name and my wife XXXX XXXX ). As I had a bankruptcy over 10 years ago, they could not report it on my credit file but did and continue to do so report delinquency on my wife 's credit, which has seriously damaged our credit. 2. The next payment due was scheduled for {$3100.00}. The issue was the amount owed was only {$2200.00}. Shellpoint refused to accept a partial payment and then locked my account from payment. At this time there were fees Shellpoint was adding to the account. I disputed these fees multiple times. They were unwilling to remove these fees, most of which were in dispute from other servicers. Shellpoint told me that if I could prove these were in dispute, they would remove them. They did not. 3. Shellpoint began to charge me late fees, interest and attorney 's fees. 4. Continual requests from Shellpoint for a payoff figure went unanswered since XXXX of XX/XX/XXXX. At that time they did send a payoff that included all the disputed charges which were not vaild and they still refused to accept payment to clear the principal owed on the note. 5. I began e-mailing XXXX XXXX who is in senior management at New Rez. He managed to get someone at Shellpoint to respond and I was told by XXXX at Shellpoint that I would be receiving a call from loss mitigation. I did not. I have e-mailed XXXX 5 times in total. 6. I finally received a call from loss mitigation and was told as the loan was past its final payment date, they could not review or eliminate any of the charges that have been on dispute on this loan. 7. Last month, spurred by my constant calls, Shellpoint sent an intent to foreclose letter on XX/XX/XXXX and demanded {$12000.00} to cure the default. This payment included some of the dispute amounts but in order to stave off a foreclosure I paid the funds on XX/XX/XXXX to cure the default, well before the requested date of XX/XX/XXXX. 8. Shellpoint then sent the account to an attorney collection agency. They send a letter requesting my acceptance of the debt or to dispute it prior to XX/XX/XXXX. I have not answered yet. 9. On the heels of that letter from the collection agency, the same agency sent another letter stating I have to pay another {$22000.00} or they will foreclose, showing the remaining principal as {$.00}! This was after the {$12000.00} was paid! 10. I have not been supplied with a breakdown of how the amounts were derived so I can determine which of the fees are invalid vs. valid. At this point I need someone to intervene. As senior citizens nearing retirement, this behavior by this company is unconscionable. This company 's tactics are intimidation and fear. After just paying the over {$12000.00} and not being able to dispute anything out of fear of foreclosure they claim I owe {$.00}. It appears this company, who purchased my loan at the very end of it's life, was just trying to come up with reasons to charge me for fees, inspections never done, attorney fees that are not valid and interest to make a profit. I am hoping you will be able to assist. I am attaching the most pertinent files. I have more if needed. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been having serious issues paying my mortgage both being due to XXXX as well as XXXX XXXX XXXX XXXX As a result, I applied for a loan modification. I submitted every document that they requested. Upon their review, they denied my modification as they said I had too much equity in the home. The bigger problem is that I have an abysmal credit score ( under XXXX ) and I can not qualify for a line of credit or a refinance. I have tried to explain that to them and they basically said they don't care. It's my problem, not theirs. My family has owned this house for over 40 years. In fact, my father went through a similar situation in XX/XX/XXXXand they ended up selling the house in foreclosure even though they stated they would not. As a result of the house being sold, the new owners came to the house and brought moving trucks to move my father out. My father overreacted and the police were called, he was eventually XXXX by the police as a result of the sale of the house. I ended up reaching out to the media and it was discovered there were some fraudulent actions taken and the bank gave me the loan to the house, which also causes problems with getting a refinance or line of credit using the equity on the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85053
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On the XXXX of XXXX I cancelled my Bi weekly payments with the lender by calling them over the phone as they didn't allow me to do it online. I insisted several times to the agent that I wanted a confirmation that the Bi weekly payments are cancelled and she refused to send a confirmation code but asked me to verify online which I did and the system showed a message that the Bi weekly payment was cancelled, but during the call itself I was bit skeptical form the way the agent came across and that's why I made her confirm it verbally several times and recorded the call but today the lender made an attempt to take the money out and caused my Bank account in Overdraft, and also they refused to stop making another attempt to take the money out again, and also stated that it will take 5 business days to fix the issues if not at least 48 hours but I am left with no money in my bank to spend on my food, commute, and i have an international travel coming up in the next few days and now I can't prepare for my travel, and i have things to take care before I leave the country as it will take another 2 to 3 months to return. They have caused a lot of damages emotionally, health issues, and also a long term damages by not allowing me to take care of certain things before I leave the country. This is done intenationally as they have been causing a lot of emotional trauma by practicing unthethical ways to indirectly threaten me and put me under a lot of pressure constantly just because they bought my account. I believe they bought my account intentionally as I have been harassed from the day my account was moved to them, and they also keep information from me and caused a lot of frustration where CFPB got involved earlier to make things right but now they are keep causing a lot of emotional distress as if they expect me to lose the home to them or they are making an attempt to force me to pay off the loan or just framing something around me by having a overdraft on my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48331
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Again, I applied for loan modification. I had to do an appraisal but the appraiser didnt want to because my grandchild was positive for Covid. I received another loan modification packet, I asked XXXX XXXX did I need to fill it out and she said no! They received the appraisal on XX/XX/2022. XXXX XXXX wrote on XX/XX/2022 and said things were a go. I might need to update income documentation. XXXX XXXX I asked if she needed anything else. No response. So I thought they were working on it. On XX/XX/2022 I asked what was going on? I get an email today XX/XX/XXXX that XXXX XXXX was on a leave of absence and I have another contact person. But today, I got foreclosure papers! I called in and they said the new person tried calling on XX/XX/XXXX, however no one left a message. I mean not everyone has their phone to their hip! Why not leave a message? I have been trying to get modification before Shellpoint bought it from XXXX XXXX! The paperwork was suppose to transfer but I had to submit new paperwork in XXXX. Then XXXX XXXX was out and had to wait. Sent paperwork by email and snail mail plus uploaded through portal. So now its my fault! Yes Im behind but Ive been trying to get this resolved. I feel Shellpoint and other loan companies do this to get more fees! I even got approved by XXXXXXXX XXXX XXXX Ohio on XX/XX/2022 but its still pending with my servicer. Please see emails!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Our loan was previously serviced by Ditech. They fraudulently assessed fees on to our account and did not apply payments to our account. We went to court about all of this and the fees were removed but the credit report was never updated. In XXXX of XXXX, Shellpoint/NewRez took over the loan. At the time they took over the loan Ditech records showed the account was XXXX months behind. So every payment they received from us, they would apply to the previous month because their records showed we were behind. The account was not XXXX months behind. They never applied our XX/XX/XXXX and XX/XX/XXXX payment to the account. We have been trying to refinance our mortgage and take cash out to remodel our 2nd floor. We have been trying since XX/XX/XXXX. Every mortgage company that says they can help us, ends up not being able to proceed because of all the late marks on my credit report. On XX/XX/XXXX, I had a conversation with a supervisor from Shellpoint/NewRez who did in fact confirm she sees all the fees assessed to the account and then months later they were removed because we took them to court. The supervisor explained to me that they were only responsible for the loan from XX/XX/XXXX through the present. She said if I submitted paperwork showing that the payments were on time they should be able to correct the late marks on their end. She sent me the full mortgage history document and I went through and compared all the payments with the mortgage history. The XX/XX/XXXX and XX/XX/XXXX payments were never applied to the account as a regular payment which is what made the account XXXX months behind. I provided Shellpoint with copies of my bank statement showing the payments were in fact deducted. I submitted an online dispute with all 3 credit bureaus and submitted the information for their review. Not to mention the credit reports are not even up to date. They only show payments through XXXX of XXXX. I need the report updated through XX/XX/XXXX so that my account can reflect XXXX months of on time payments and I can refinance and get away from this nightmare. No one will help me. I don't know what else I can do to get this updated or to get the late marks removed from the credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60609
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A