Date Received: 2022-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was being considered for a home retention option and received a letter of acknowledgement from Shellpoint that all required documentation has been received as of XX/XX/2022 and was given foreclosure protection. I have attached all letter received attesting to this. I was notified today verbally that my request was denied due to a negative XXXX Test and that the foreclosure protection was removed and that they would not be providing a letter of denial as to the specific reason and that I am not afforded a right to appeal their decision should any information be incorrect due to proximity of the foreclosure sale date. I strongly believe that my rights are being compromised as under the XXXX Law I'm afforded to the right to review the denial reason and " Right to Appeal ''. I have spoken with several representatives with Shellpoint and they are refusing to provide a letter of decision and the right to appeal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez is my new mortgage company. They claim they didn't receive notice of my homeowners insurance policy. My policy runs from XXXX. They claim they do not have insurance information for XXXX. I am concerned this is a fraudulent claim they use often. I have read multiple customer reviews one where NewRez purchases mortgage insurance for their clients in error. These issues cause time and money to their consumers. I worry they are feeding off older citizens or less intelligent home owners that do not stay on top of these errors. This company is borderline fraudulent. Please consider an audit or other action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I used to have a mortgage with Shellpoint Mortgage Servicing ( " Shellpoint '' ), which got refinanced in the XXXX 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: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Earthquake Insurance was inadvertently paid from escrow. Per prior complaint Shellpoint indicated they put a stop payment on their check and credited my account the {$530.00} incorrectly paid. However, according to the Annual Escrow Disclosure Statement dated XX/XX/2022 this is not the case. There is now a shortage i my Escrow account and there is no credit of the {$530.00} to my escrow account. This is fraud!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unfortunately, I have some very disappointing news to share with you about Shellpoint Mortgage, Despite the fact that I haven't even begun my first payment yet, my loan was transferred on XX/XX/XXXX, from XXXX/NewRez to Shellpoint Mortgage I have been paying on time for 20 years and have never been late. I have experienced financial hardship due to the Covid crisis but have been able to pay my mortgage on time. I am considered to be underemployed. I wanted to take advantage of RESPA laws for the 60-day grace period to give me time to pay other expenses. My new mortgage company Shellpoint Mortgage unfortunately took the entire payment out of my account. My personal bank information was given to them without my knowledge on XX/XX/XXXX by XXXX XXXX, I spoke with XXXX on several occasions and they never disclosed that the new mortgage company will do this due to the auto bi-weekly program, XXXX told me my last payment would be on XX/XX/XXXX and I need to set up everything with the new company ( I have that voice recorded ) Initially, Shellpoint refused to waive the {$15.00} charge for insufficient funds that I put a request for without fault of my own. After speaking with the Representative at Shellpoint XXXX she informed me they will waive the charge but nothing they can do about extending the payment for XX/XX/XXXX, but my concern I have, that I was told by two Shellpoint Representatives on XX/XX/XXXX that my first monthly payment wouldn't be until XXXX for bi-weekly payments. I called to confirm this information again with another Shellpoint representative on XX/XX/XXXX and both representatives informed me, yes that information is correct the first payment due will be XX/XX/XXXX, I called today XX/XX/XXXX to follow up with the instructions for bi-weekly and discovered that my first payment is due on XXXX tomorrow, this puts me in a bind because I was told by two shell point representative my payment isn't due until XX/XX/XXXX. I initially thought the payment would have been due in XX/XX/XXXX, but after Shellpoint reversed the payment back in and replaced my account, that was the mix-up. Despite communicating with numerous Shellpoint representatives, they failed to catch that error several times. I would like my first mortgage payment to be granted for XX/XX/XXXX with a bi-weekly setup and not full payment by XX/XX/XXXX, due to a shell point representative error. I have these conversations voice recorded and documented. The pain and suffering that I've endured have triggered stress and XXXX within me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
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: For some reason, my mortgage company it been reporting me like a miss payment, when i has the probe of those payment, they open an investigation and always< I was right now my record it is damage, and the want me to fixed that!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 537XX
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-28
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I sent a debt validation letter to Shellpoint on XX/XX/22 via certified mail. The letter was received by the recipient on XX/XX/22. In the letter, I requested all of the following : What the money you say I owe is for ; Explain and show me how you calculated what you say I owe ; Provide me with copies of any papers that show I agreed to pay what you say I owe ; Provide a verification or copy of any judgment if applicable ; Identify the original creditor ; Prove the Statute of Limitations has not expired on this account ; Show me that you are licensed to collect in my state ; and Provide me with your license numbers and Registered Agent. Shellpoint received the letter on XX/XX/22, but has not replied. None of the information that I requested to actually validate this debt was provided. Additionally, I asked that if Shellpoint did not provide all of the requested information and validate the debt, that this debt be removed from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In response to Borrowers XX/XX/2016 RESPA QWR, Shellpoint stated, As provided in Shellpoints previous response, you were extended a trial period payment that required you to remit three ( 3 ) payments of {$820.00} each. The trial payment consists of principal and interest of {$460.00} and an escrow deposit of {$350.00}. The principal and interest portion of the trial payment is based on a projected modified interest-bearing principal balance of {$110000.00}, an interest rate of $ 3.750 %, and an amortization term of 480 months. Note that the total new principal balance under the modification is projected to be {$160000.00}, and {$49000.00} of that balance would be deferred. The deferred balance is non-interest bearing, and you would not make payments on the deferred balance ; however, the deferred balance will become due and payable in full once the loan matures. Shellpoint XXXX informed Borrower that permission for the loan modification with deferred balance would need to be obtained from XXXX XXXX.
Company Response:
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was under forbearance plan and was attempting to make payments with was rejected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38116
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: " Borrower '' sent XXXX " XXXX '' email to XXXX on XX/XX/2016. " Borrower '' never received a response from " Shellpoint '' to the XX/XX/2016 email to " Shellpoint '' escalations email. " Shellpoint '' neglected to send a letter in response to " Borrower '' XXXX " XXXX. '' Instead, " Shellpoint '' sent a letter to the Connecticut XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A