Date Received: 2022-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgaging Serves Loan number : XXXX The loan was taken out in XXXX and XXXX XXXX. When I went to file a claim on the mortgage insurance they informed me XXXX was not on the loan. He has been on the loan from the beginning and that has not changed until Shellpoint took over the loan. At that time, he was dropped from the loan without a request being made by either XXXX or XXXX. When the company was contacted, they were not helpful in resolving the problem. XXXX was removed, who authorized it, when and why. XXXX has since passed away and I am trying to file a claim against the life insurance that should have been on both XXXX and XXXX. The company is refusing to correct the loan and the insurance so that a claim can be filed. If their paperwork shows only XXXX, the company that previously had the loan modified the loan without authorization or consent of the loan parties. This would make Shellpoints loan paperwork fraudulent paperwork. Attempts to reach shellpoint to see if they are investigating this matter and get it resolved in a timely fashion are going unanswered and I have not been able to reach them again by phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 652XX
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : I have been on COVID-19 forbearance with Shellpoint since the summer of XXXX. I took on a COVID-19 forbearance due to ongoing financial hardship. I have been in regular contact with my mortgage servicer about the servicing of my forbearance. I am writing this complaint because I believe they have been out of compliance with their notifications about my options for resuming payments. They haven't sent me information about my rights, including how to access support through HUD and New York state. Each SPOC I work with also tells me different, sometimes conflicting information. The issues : 1. 1. I believe they are out of compliance with COVID-19 forbearance procedures. They keep requiring extra documentation in order to do a loan modification. At one point, they wanted to re-underwrite my whole loan. They have not been able to explain how or why they reach these decisions regarding my loan. They have continually been unable to provide documentation when requested. Their SPOCs tell different information every time I'm in contact with them. They refuse to put things in writing. 2. I had requested a continued forbearance in XX/XX/XXXX on my property and they refused to discuss the matter. The supervisor, XXXX XXXX, via email on XX/XX/XXXX denied further review on our case without providing sufficient reasoning when requested. We've also been in contact with other members of their loss mitigation team : XXXX XXXX and XXXX XXXX. Once again, they make it exceedingly difficult to maintain regular contact with one individual. Each individual explains the company policies differently, and enforces different things differently. They give different information on the paperwork required for a continued forbearance. We've been told we need to resume payments. 3. In addition to being denied a continued forbearance, at no time have they informed us of our options exiting a COVID-19 forbearance. We have not been told the options we have. Instead, we have been told continuously that we owe the unpaid funds from forbearance in one lump payment. We have not been given any other options as should be available to us. They have not given us further information on other loan modification options available to us after denying us the extended our COVID-19 forbearance. Additionally, Shellpoint has also not sent any disclosures about state and federal resources available to us as homeowners to avoid foreclosure as per legal regulations. 4. They consistently tell different stories about how to bring our accounts current. Our SPOC, XXXX XXXX, is difficult to reach and doesn't like to engage via email, despite our request since there's two borrowers on the loan and it's easier for us to be both in the loop. He does not call us at the times we've requested. This has also been the case with other SPOCs that we've dealt with. The SPOC, XXXX XXXX, also is using incorrect documentation about own loan. He keeps claiming we have undisclosed funds that we should be using to pay the loan. The funds he keeps pointing to are the funds we used to pay the downpayment on this property. This should be in their internal system as the funds used for downpayment at the origination of this loan. We've told him to check his documentation and he keeps asking for these funds that simply don't exist. 5. Right now, we are " behind on payments '' and owe the balance of what we put on COVID-19 forbearance. We have been pressured to make payments immediately. Their actions lead us to believe that they are pushing us in a direction to where we'd have to sell our home or deed it to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We learned on XX/XX/XXXX Shellpoint Mortgage Servicing filed foreclosure XX/XX/XXXX without waiting for payment from XXXX XXXX XXXX XXXX XXXX that was credited in error from XXXX - XXXX for our payments during XXXX, {$52000.00}. Shellpoint is not giving us credit for {$3300.00} payments from XX/XX/XXXX - XX/XX/XXXX, XXXX and XX/XX/XXXX {$54000.00} even though we sent two-sided copies of the cancelled checks, and they returned payments from XXXX - XX/XX/XXXX, XXXX and XX/XX/XXXX and XXXX - XX/XX/XXXX and are saying we have not paid for XXXX years. They said we must pay over $ XXXX. They did not notify us of the escrow increases in XXXX and XXXX and are not cashing our checks sent to make up the differences and current escrow payments of {$5100.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was told by Shellpoint that my escrow account had been credited {$530.00}. They provided fabricated documentation that it had been. This mistaken payment was for incorrectly paying earthquake coverage from my escrow account after I had paid it directly. Per the attached documents, which they are not reading, the escrow analysis shows no credit. Therefore, my escrow account shows a shortage. I am being asked to provide an additional $ 75/month is escrow shortage. Please do not copy and paste from a prior complaint. I will continue to file complaints until you address the escrow shortage complaint and reduce the escrow shortage. A recalculation document is required under the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home in XXXX of 2022 and am owed {$5100.00} in an escrow refund from NewRez mortgage company and they have not payed me the refund despite dozens of calls and emails.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30004
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: 2022-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I opened a late property tax notice from the XXXX XXXX XXXX XXXX. This is the first notice that I received showing that Newrez/Shellpoint had failed to pay my XXXX real estate taxes on XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX These taxes were due on XX/XX/XXXX and past due on XX/XX/XXXX. After calling Newrez/Shellpoint, I learned I received a check dated XX/XX/XXXX without any explanation what the check was for and well after the date taxes were due. Newrez sends many marketing notices to my home trying to get me to refinance my loan so I seldom open these documents. This communication looked just like the marketing notice. Newrez also send a second document, that once they depleted the escrow account by sending me a check, that my monthly escrow amount was re-evaluated and would increase. We have faithfully and timely made escrow payments to Newrez since they took over my loan in XXXX for these taxes. There was sufficient funds in the escrow to pay the taxes before XX/XX/XXXX. At no time did they communicate with me that they did not plan to pay my taxes from the escrow account. The tax bill included a late fee of {$6400.00} that I do not think I should be responsible, because of Newrez 's lack of execution and notification. I further do not understand what confidence I should have that Newrez will pay taxes to XXXX XXXX XXXX XXXX in XXXX Tax Year and why I have to pay escrow to Newrez and then turn around and make direct tax payments to XXXX XXXX. Upon talking to Newrez representatives, it was made clear to me that you could not pay these taxes until sometime in XXXX. Additional fees would have been accrued if these taxes were not paid before XX/XX/XXXX. So I paid these taxes via my debit card, incurring an additional {$4.00} expense. Had I used my credit card or waited for Newrez to pay the taxes ( the money was still in the escrow account since I had not cashed the escrow check received from Newrez ) there would have been a 2.5 % charge or {$60.00}. I have requested Newrez review this situation and determine what caused their lack of execution and why they thought it was satisfactory to return my escrow to me late and without any explanation. Further I request Newrez credit my escrow account the sums of {$64.00} for late fees and {$60.00} for charge card fees. This totals {$120.00}. I sent Newrez the late notice from XXXX XXXX, the fee options from the XXXX XXXX Website and the proof of payment by XX/XX/XXXX. I have reached out to Newrez on numerous occasions by phone and by email and can provide email dates if needed. I have sent emails to the contact I worked with on XX/XX/XXXX -- XXXX Having not received a response from this representative I searched Newrez 's website trying to find a contact with more authority than I believed XXXX XXXX had. Failing to find that contact, I went to XXXX and found XXXX XXXX who was the Chief Servicing Officer for Shellpoint through XX/XX/XXXX. To date I have not received any formal answers to my requests as follows : 1. Why was my tax payment missed? 2. What corrective action are you taking so future payments will not be missed? 3. What costs that were incurred by your lack of action will be paid?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up to the previous complaint # XXXX. The old complaint is listed below for reference*. The new information is the attached letter I obtained from my bank XXXX confirming that the checks indeed bounced. Apparently, the official bank statement ( showing the checks bounce ) was not enough and I had to go through the trouble of obtaining the bank letter as Shellpoint keeps stating that the checks were cashed by the bank. Nothing new, just another false statement by Shellpoint. In violation of certain federal and state laws, Shellpoint is holding on to my escrow payments for over 7 months, since XX/XX/XXXX. Please help me get my escrow back! Sincerely, XXXX XXXX -- -- -- -- ( * ) Text of the prior complaint # XXXX My name is XXXX XXXX XXXX I used to have a mortgage serviced by Shellpoint Mortgage Servicing ( " Shellpoint '' ), which got refinanced in the fall of XXXX. Shellpoint used to collect escrow on the old mortgage, and when the mortgage got refinanced, Shellpoint refunded the escrow back to me via two checks in the amount of {$68.00} ( check # XXXX, issued XX/XX/XXXX ) and {$5400.00} ( check # XXXX, issued XX/XX/XXXX ). I got the checks in XXXX and deposited them right away, in a timely manner, on XX/XX/XXXX. Unfortunately, the checks bounced. I have been in touch with Shellpoint ever since. Shellpoint gives a different story every time. Shellpoint asks for documents, promise to call back, to escalate, provide case numbers, escalated case numbers, etc, etc. Their last story is " the checks got cashed ''. I did not cash the checks. I need to get my money back. Please help me get my money back. Sincerely, XXXX XXXX XXXX
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SHELLPOINT MORTGAGE SVC XXXX This account should NOT be reporting any late payments as there was a " Forbearance Agreement '' placed from XX/XX/XXXX through XX/XX/XXXX. My credit report shows I was reported late in XX/XX/XXXX and XX/XX/XXXX. This is not correct. My payment for XXXX was made on XX/XX/XXXX and XXXX 's payment was made on XX/XX/XXXX. See proof of bank statements attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez : " we are unable to reinstate our tradeline on your credit report due to the discharged XXXX XXXX Bankruptcy. Newrezs action was entirely done in compliance with federal law and was not in any way a retaliation for your complaint '' - NEW REZ ( Shellpoint Mortgage ) STILL has NOT provided documentation or clarification as to which federal law they are citing. A XXXX XXXX that was filed XXXXyears ago ( and XXXX loan servicers prior )? Please provide documentation and clarification as to which federal law you are referencing that you are suddenly in compliance with. And if so, this means you are admitting to being out of compliance with federal law for the XXXX years that you incorrectly reported my loan to the CRAs. You are fighting a losing battle. New Rez : " You have requested Newrez to provide documentation that no errors have been caused in reporting your loan to the consumer reporting agencies ( CRAs ) from XX/XX/XXXX through XX/XX/XXXX. Prior to the removal of Newrezs tradeline, we have confirmed the loan was reported as current each month. '' New Rez ( SHELLPOINT ) HAS NOT provided ANY documentation proving they reported my mortgage to the CRA 's correctly or error-free ( before abruptly removing it from my credit reporting tradeline without any warning or communication causing my credit score TO UNLAWFULLY DROP XXXX POINTS UNEXPECTEDLY ). A haphazard payment accounting that they retrieved from the previous servicer ( Ditech Financial ) does not show the accounting that was SENT to the CRAs by NEW REZ! I have copies of weekly credit reports from all 3 CRAs proving that NEW REZ made errors reporting my loan to the CRAs! WHERE IS THE DOCUMENTATION, NEW REZ, confirming the loan was reported as current each month to the CRAs? My copies of my credit reports will show you are lying!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Acquired new mortgage XX/XX/2021. Paying extra for principal reduction every month and every month it is misappropriated. Have made several calls and emails about this to correct and asked that a note made on account to correct future mistakes. Same mistakes continue. Property taxes were never paid out of our escrow account even though we have more than enough in escrow. Got warning letter from tax collector that house was going to tax deed auction. I paid the taxes plus late penalty and fee to taxcollector out of our checking account. Called XXXX company about this and have been passed to multiple representatives who are equally inept to help us in what seems like a straightforward and easy administrative task. It is now XXXX and we have not received our tax money refund from escrow. We have received a letter saying they need more time. after many attempts and wasted time we are at a dead end with this untrustworthy, incompetent organization pretending to be a mortgage company. We need help getting our money back and ensuring they start managing our funds appropriately. Homeowners insurance is due soon and that's also in escrow. I dont have faith in this company after their performance for 9 months.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32724
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A