Date Received: 2022-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2019 the previous mortgage lender transferred the mortgage to NewRez to be serviced by Shellpoint. Initially, the first electronic payment was rejected. I called Shellpoint and spoke with someone, they apologized for their error and suggested I resubmit. I did so, first with a test amount, then with the payment amount, and neither were rejected. Unfortunately, the account number on the service for the electronic payment had an incorrect digit in the number. At no time did that come up in the phone conversation or the corresponding email conversation. I continued to make payments and they were not returned. The taxes and insurance were being paid by the mortgage company. Several months later I started receiving mail that I was behind and in danger of foreclosure, but may payments continued to be accepted. I realized the error in the account number and let them know. They didn't fix anything and transferred the mortgage to another company. I have since gotten confirmation from the credit union regarding the payments and sent the information to both Shellpoint and XXXX XXXX. Nothing has been fixed and the only correspondence I have had with XXXX is some letters that say they received my correspondence and a monthly statement requesting $ XXXX that increases by {$1000.00} every month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my home to a wildfire in 2021. At the time of the loss, I had only force placed insurance coverage through the mortgage lender. My understanding of said coverage is it only protects the lender and pays off the loan. Since I suffered a total loss and had no HO policy, I therefore could not continue to make my mortgage payment as well as a monthly rent to have housing for myself and my son. I have contact my mortgage company and advised them of my financial status. I have also requested more information regarding this claim process and confirmation that my understanding that my loan would be paid in full but have not received adequate information. I am now being told that the forced place carrier has submitted payment far less than my mortgage balance and I need to submit the difference before my lender will apply any monies they have received from the insurance carrier. I do not have that amount available nor do I understand how the adjuster 's report devalued my property so badly. I am in need of assistance as I am in default and I can not even sell the bare land to try and repay late fees/penalties to the lender. I understand that I have no compensation for my personal belongings, expenses paid for housing however I do not understand why the principle balance of my mortgage loan was not paid by the insurance carrier.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Dear CFPB, FOR THE RECORD, On XX/XX/XXXX I filed lawsuit in XXXX XXXX XXXX XXXX California Division Case # XXXX against XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ) et. al. ( COPY ATTACHED ). I'm also Demanding for Cancellation and Rescission of Notice of Default and Notice of Trustee Sale XXXX # XXXX recorded on my property XXXX XXXX XXXX XXXX, CA XXXX at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX scheduled for XX/XX/XXXX. As of today, XXXX XXXX ( XXXX XXXX, XXXX ) has not cancelled the Trustee Sale despite the Active Federal Pending Lawsuit, Notice of Pendency of Action, and Plaintiffs Motion for Temporary Restraining Order. Under my private rights of action and administrative process I want to report that XXXX XXXX, has repeatedly ignored and has failed to respond to my Qualified Written Request ( QWR ) and Dispute of Debt and Validation of Debt Demand Letters over the years and one specific dated XX/XX/XXXX sent Certified Mail # XXXX ( COPY ATTACHED ). In addition, I never contracted with NewRez, LLC dba Shellpoint Mortgage Servicing, or XXXX XXXX XXXX XXXX XXXX XXXX for XXXX, XXXX XXXX XXXX at any capacity and never had any business relationship verbal or written. The NewRez, LLC dba Shellpoint Mortgage Servicing Account # XXXX corresponding to my property at XXXX XXXX XXXX XXXX CA XXXX was created without my authorization and through identity theft of my personal and private information. Enclosed, you will find my Affidavit of Truth and Fact Notice of Special Appearance served to the above individuals and entities including XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX, XXXX XXXX ( COPY ATTACHED ). In addition, you will find Audit from XXXX XXXX and his Declaration under penalty of perjury that will confirm my above allegations ( COPY ATTACHED ). In Conclusion, XXXX XXXX and XXXX XXXX, XXXX, are hereby demanded to file in the XXXX XXXX XXXX XXXX 's Office a CANCELLATION OF NOTICE OF TRUSTEE 'S SALE ( Rescission ) for the fraudulent Trustee 's Sale # XXXX on the referenced Deed of Trust. XXXX XXXX, XXXX and XXXX, XXXX, & XXXX XXXX are also demanded to deliver to me a fully executed copy of the same document at the referenced property address. Respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95076
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing you as a last resort and hopes of solving my issue with Shellpoint Mortgage company. They became my mortgage lender in XXXX of 2020, after Ditech Financial sold my account to them. Around XXXX of 2020 I received a letter requesting proof of insurance for the months of XXXX and XXXX of 2020. I immediately contacted XXXX XXXX and they faxed the policy information to Shellpoint. However, they have continued to charge me an escrow as if I did not have insurance coverage. They are using my house payment to pay the tacked on escrow charges to pay for insurance they added that was not needed because I already had coverage. Therefore resulting in late fees/missed payments ; when in actuality my payments are being paid on time each month! This has caused my credit score to plummet drastically, because they are reporting to the credit bureau that I have late or missed payments. I have tried multiple attempts to contact Shellpoint to rectify this issue without success. Each time explaining the issue with no resolution. They have promised to open cases to look into it and nothing has occurred. I have even had the insurance company fax them the information multiple times. I have been dealing with this for over a year. They are now threatening to foreclose on my home for a mistake they are responsible for. I can't afford to pay them monies that I do not rightfully owe! I have attached the initial letters they sent regarding my insurance. Each time I reached out to XXXX with whom I have coverage, who, then in return faxed proof of my coverage to Shellpoint. I have also attached my insurance declaration that proves I never had a lapse in my insurance and they should have never added escrow to my account to cover insurance they provided. I have also included a screenshot of my credit report with negative marks. I can also provide on request, proof of my bank accounts where the payments have been made on time each month, I have not missed nor been late on any payment. I don't understand how this company is allowed to continue to operate, when there has been numerous complaints and lawsuits regarding the same escrow issue. I would like to get this issue finally resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29646
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to ongoing issues with " Borrower 's '' Account and the quality of " Shellpoint '' services, Borrower is conducting an audit of Account. Please provide the following information : XX/XX/XXXX recording and transcript of customer service representative CSR phone call between Borrower and CSR XXXX, XXXX. Subject matter : XX/XX/XXXX payment history. XX/XX/XXXX recording and transcript of XXXX phone call between Borrower and CSR. Subject matter : Payment History Notes requested. XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR XXXX XXXX. Subject matter : XXXX XXXX at XXXX is the account manager 's single point of contact XXXX. XX/XX/XXXX recording and transcript of Borrower message left on XXXX for XXXX XXXX XXXX to return call. Recording and transcript of XXXX XXXX XXXX 's attempt to contact Borrower between XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR XXXX at XXXX. Subject matter : Who is the accounts XXXX? XX/XX/XXXX recording and transcript of CSR phone call between Borrower and XXXX XXXX ( XXXX ). Subject matter : Who is the accounts XXXX? XXXX XXXX assigns XXXX XXXX XXXX ( x XXXX ). XX/XX/XXXX recording and transcript of XXXX XXXX XXXXXXXX XXXX ( x XXXX ) phone message to Borrower. XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX at XXXX. Subject matter : PMI audit. Request for investigation into Account activity. XX/XX/XXXX recording and transcript of the phone conversation between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject Matter : Reversal of XXXX Account payments. XX/XX/XXXX recording and transcript of the phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject Matter : Obtain copies of Account communication logs. XX/XX/XXXX recording and transcript of the phone call between Borrower and XXXX XXXX XXXX manager XXXX XXXX. Subject Matter : CSR XXXX XXXX. XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX. Subject Matter : Account activity. Lack of support from CSR and XXXX. Request for a supervisor to call Borrower. XX/XX/XXXX recording and transcript of the phone call between XXXX and XXXX XXXX XXXX. Subject matter : Reversal of XXXX Account payments. XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX ( x XXXX ). Subject matter : Missing monthly statements. XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX ( x XXXX ). Subject matter : Missing monthly statements. XX/XX/XXXX recording and transcript of the phone calls between Borrower and two ( 2 ) unknown CSRs. Subject matter : Missing monthly statements. XX/XX/XXXX, certified letter and USPS letter. Subject matter : intent to accelerate foreclosure. XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX ( x XXXX ). Subject matter : Approval for pre-trial modification. XX/XX/XXXX recording and transcript of a phone conversation between Borrower and CSR. Subject matter : Loan modification agreement incorrect. If not on XX/XX/XXXX, it was between then and XX/XX/XXXX. XX/XX/XXXX recording and transcript of a phone call from XXXX XXXX XXXX ( x XXXX ) to Borrower. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone message from Borrower to XXXX XXXX XXXX ( XXXX XXXX ) at XXXX PM. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement. XX/XX/XXXX recording and transcript of a phone message from XXXX to XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and Loss Mitigation CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX at approximately XXXX XXXX. Subject matter : XX/XX/XXXX payment. Account correction. Request for information. XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX at approximately XXXX XXXX. Subject matter : Request for information. CSR XXXX XXXX. XX/XX/XXXX recording and transcript of a phone call between Borrower and Manager XXXX XXXX at approximately XXXX XXXX. Subject matter : CSR XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Shellpoint Mortgage Servicing XXXX, SC XXXX XXXX XXXX XXXX XX/XX/XXXX I am writing to have a Late payment that was reported to the credit bureau removed from the credit bureau reporting. The late payment was removed by the representative and I was told that it probably would not be reported to the credit bureau after explaining what had happened. However, I am addressing an issue with Shellpoint Mortgage from XX/XX/XXXX of XXXX. Whereas, I called, they called, in to make a payment and come off of the deferred payment status that I was under at the time. The representative informed me not to make a payment because it was coming to the end of allowable deferment and that it could potentially interfere with the repayments being placed at the end of the loan ( to be repaid at the end of the loan ). Of course, I believed this and didnt want to have to pay everything that was deferred back all at once. Then I also attempted to make an Escrow payment and was told the same thing. Upon agreeing not to make any payments I was informed that I shouldnt need to make a payment until XX/XX/XXXX, because processing would take a while to review and complete ( usually within/up to 30 days and that I should receive a letter as well ). Now, when I went to make my XXXX payment I was told that I needed to make 2 payments to catch up the loan. I was informed that there had been a missed payment in XXXX and that a letter was sent out to make an XXXX payment. I informed the representative that I didnt get or see a letter and that I had attempted to make a payment that would have covered XXXX but was told not to do that so it wouldnt interfere with the process of placing the deferred payments at the end of the loan. I asked that the phone conversation and or transcript be reviewed and they gave me a number to call to get a copy of the conversation/call pulled. Later I was told that they would not give that to me and it would be reviewed internally and a letter sent out. After that I received a letter saying that I was sent a letter out in XXXX telling me to make the XXXX payment, that my status was reviewed and approved the next day. I am asking that this late payment status be removed from the credit bureaus reporting status as there is conflicting information being given out. I believe that weve had 1 late payment with Shellpoint several years back prior to this and no more than 2 over the life of this 17 year loan for this property. Especially, since I clearly stated that I was trying to make a payment and was advised against it. I always call in to make my payments. I am asking that the CFPB review the call or transcripts.
Company Response:
State: GA
Zip: 30161
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: We put the house for sale. We received from Shellpoint the Payoff amount. We are disputing this Payoff amount. We are disputing the DEFERRED PRINCIPAL of : {>= $1,000,000} We do not have any record of this Deferred Principal. Please Validate and Verify this debt in compliance with CFPB Regulation F, 1692 G Should this debt be a part of a past Loan Modification, provide the details and the records of the Terms of that Loan Modification to Validate and Verify this Debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, I paid off {$18000.00} on my mortgage which only had around a {$110000.00} balance. In early XX/XX/XXXX, I demanded NewRez do a recast on my loan on a recorded line. During over 40 phone calls, the customer service reps I spoke to pretended they did not know what a recast was except one person I spoke to in XX/XX/XXXX told me NewRez does not do recasts!!!!!! I have my phone bills which clearly shows these phone calls being made. None of the reps ever referred me to the recast department. After writing to XXXX XXXX their CEO, I finally was sent a recast form in mid XX/XX/XXXX but their XXXX program would not let me download the form. After five more phone calls I was finally sent the recast form by regular email in late XX/XX/XXXX. I completed the form ASAP and sent the {$300.00} recast fee which was never discussed with me or the recast form sent to m prior to my writing to their CEO, XXXX XXXX. Now today, XX/XX/XXXX, a XXXX XXXX told me my recast request was rejected because I had not paid off at least 10 % of the loan. THIS IS A VERY BLATANT LIE AND OUTRIGHT FRAUD. 10 % OF THE {$110000.00} BALANCE IS {$11000.00} AND IN XXXX I PAID OFF {$18000.00} WAY OVER 10 %. Anyway I am sending a copy of this complaint to my U.S. member of the House of Representatives, XXXX XXXX, and my two U.S. Senators, XXXX XXXX and XXXX XXXX demanding that the CFPB fine this company for fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was on a Shellpoint Mortgage XXXX XXXX which began in XXXX and ended in XXXX for 1 year. I was offered this by the lender, and this is a XXXX XXXX loan with federal Covid protection. This is regarding my mortgage forbearance Deferral request what was put in wrong by one of the agents who put it in as curtailment of income, and not Covid related. This should have not impacted my credit. Instead, my credit score has dropped from XXXX to XXXX. When I spoke to the agents during the process, I was told this is the only thing available and I was on the correct process which was wrong. I am simply requesting my credit show how it should from a Covid situation, not a curtailment of income. I will continue to make all of my payments from this point forward, which is what I have always done other than the Covid situation. With my credit dropping over 200 points, It will stop me from doing my business and servicing my loans and could force me to lose my business. I am still waiting for any response after multiple calls and emails. It has been 3 weeks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21157
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am contacting the CFPB for help in dealing with my mortgage servicing company, Shellpoint Mortgage. My property is in XXXX, New York and I own three other rental properties in this same building but in XX/XX/2022, New York had a moratorium for landlords to not be able to evict tenants not paying. All the tenants in all of my properties stopped paying rent. The New York State moratorium was not lifted until XX/XX/2022. I contacted Shellpoint Mortgage to request the payments not made while on the forbearance be moved to the back of loan or the maturity date be extended by the numbers of months the loan was on a forbearance but I was told my loan is not eligible which I do not understand why the XXXX XXXX XXXX XXXX does not apply to this loan which is owner occupied. I was told to submit an application which I did but Shellpoint Mortgage Said they will only differ few months not all the time while the mortgage was on forbearance. Therefore the loan monthly payment will increase Which will be above my means. I know I do not qualify for a traditional loan modification because the monthly principal and interest payment will increase. I am simply looking for a deferment under the XXXX XXXX XXXX. Now, I can not even satisfy what they are looking for and will lose even more time pending foreclosure. Please help me so I can resume making my regular monthly payments with no arrears owed. I send them the usual monthly payment as per the original amount not with the huge increase that they are asking me for, I was told that that payment will be rejected and sent back to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A