Date Received: 2022-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - Opened Home Equity Line of Credit with XXXX XXXX XXXX, Line of credit {$240000.00} Used our Home as collateral. XX/XX/XXXX - Modified Heloc terms with XXXX XXXX, Fixed interest rate & fixed monthly payment. Insurance and property taxes are not included in the monthly payments. There is no mortgage on the home, XXXX XXXX. XX/XX/XXXX - XXXX XXXX XXXX our loan to XXXX XXXX XXXX XXXX XXXX XXXX we are informed that Shellpoint Mortgage Servicing will be servicing our loan. XX/XX/XXXX- As a result of the Covid 19 Pandemic & part of The Illinois Covid Relief Act, our county treasurer, and assessor 's office postponed the due date of real estate tax payments for " Non-Escrow '' homeowners. There is no escrow account associated with our loan, we have been paying them since XX/XX/XXXX, independently. Shellpoint Mortgage servicing paid our taxes without prior notice, created an escrow account, and treated the loan as being in default for non-payment of property taxes. Began applying enormous late fees to our account. Shellpoint justified these actions by claiming that they had received notification from our county assessor that our property taxes were " delinquent ''. We sent documents verifying there was no delinquency on our property. We requested they abide by our contract dated XX/XX/XXXX, remove the escrow and fees, and not make any future tax payments. They ignored our existing contract and continued making tax payments, charging us a monthly escrow, and applying late fees. We continue making our monthly payments according to our contract, while we hope to work things out with Shellpoint. XX/XX/XXXX - Loan is sold to Mill City Mortgage Loan Trust XXXX - Not recorded until XX/XX/XXXX. We were never informed of the sale. XX/XX/XXXX - Shellpoint CHANGES! the classification of our loan with the credit bureaus from XXXX to XXXX Mortgage. We contact immediately, demanding an explanation. Shellpoint informs us that XXXX XXXX made an error when they went into a " change of terms '' contract with us. They said it should have been a mortgage, and that they were making the correction to the loan for them. We hire an attorney for advice, he disputes with credit bureaus ( denied ), requests documentation from Shellpoint, receives a letter of explanation, and no documents to verify their explanation. On XX/XX/XXXX, we received, Loan history statement, A mortgage contract that seems to have been originated by XXXX XXXX in XXXX. We never applied for, or signed any mortgage, with XXXX XXXX or any other bank. This is when we suspected fraud, the attorney was no longer on retainer, and we ordered and paid for a " Chain of Title '' on our property. This is when we found out about the " Assignment of Mortgages ''. We feel these documents may be fraudulent or manufactured to support and justify Shell Points claims. Errors we noticed - Property Tax ID number incorrect, Legal description incorrect, Stamp & date of the recorder - typed, No issue date on mortgage contract, signatures scribbled, Blacked-out lines on Assignment of Mortgage, no deed, no Mers #, After a legal search on both of us & the property, " NO '' mortgage loan in either of our names or on the property. Shellpoint has ruined our credit, and made our life XXXX, trying to prove our innocence. This all began with Shellpoint hiring XXXX to do a computerized tax sweep of their non-escrow accounts, in the attempt to find delinquent tax payments. Had they admitted the error and corrected the account right away, it never would have escalated to this. Now 2 years, XXXX 's of correspondence, attorney, countless tears, We don't know where else to turn. We have paid this year 's taxes already, we have paid them back for the tax payments they did make, Yet our current Statement reflects a balance due of {$21.00}, XXXX. Where is that money going?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60089
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
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 a account without my written instructions. 15 USC 1666B : A creditor may payment on a credit card acco open end consumer credit plan Purpose
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94545
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good afternoon, I am reaching out today inquiring about a traumatic experience that happened to me some years ago and is past the statue of limitations period. I reached out to the fraud division years ago also reaching out to our Attorney General 's Office. Multiple times. I was the victim of an elaborate housing market scam in late XXXX during the housing market collapse. I was presented an opportunity with a person whos portfolio seemed solid and since I was very young I trusted them. At the time I was working for the state of Delaware as a pay grade XXXX or XXXX barely making XXXX, working with this person who informed me that flipping homes is a great investment and they would help me with whatever I needed. At the time I did not have much credit, but it also wasnt poor credit either, this person was able to scam and forge documentation to the point I was given a XXXX loan to flip a property at the following link. XXXXXXXX XXXX XXXXXXXX The person attended the closing with me, the lawyer kept asking me if I was SURE this is what I wanted, but I trusted them and said yes. After closing was complete, I never saw or heard from this person again for years. I also found out that the person who helped me was working with the seller of the home. Home was never finished, and when going to the county for answers I found that the property did not have water pipes, and was not even a residential property at all. I have found out that others have also been scammed and records show the father of the person who scammed me was the seller. Also documents will show a misuse of my middle and hyphenated last name which proves that documents were forged.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Original loan was with XXXX ( # XXXX ) and during covid-19 starting from XX/XX/XXXX we were on the Forbearance plan until XX/XX/XXXX XXXX during the Forbearance plan our payment to XXXX for mortgage payment was paused and we were not to be reported to credit agencies as late payment or delinquent. It was a temporary pause on our monthly mortgage payment until XX/XX/XXXX. After the Forbearance plan had ended, we were told by XXXX to make 3 monthly payments and a loan modification will be completed to add the paused payments to the end of the current loan. 1st payment was paid on XX/XX/XXXX for XXXX payment, 2nd check paid on XX/XX/XXXX for XXXX payment, and after making the first 2 payments to XXXX we were informed that Shellpoint Mortgage Servicing company had taken over our Loan in XX/XX/XXXX and the 3rd payment should be paid to them. 3rd payment was paid to Shellpoint Mortgage company dated XX/XX/XXXX and was deposited by Shellpoint on XX/XX/XXXX. ( all 3 payments were paid for XXXX, XXXX, and XXXX prior to ending date ) all checks were deposited prior to check date ( Copies attached ). Numerous calls had been made to Shellpoint to clear false report to credit bureau but nothing was done causing us more stress. How can I be late 90+ days when all payments were made on time and according to our contract with XXXX when Shellpoint purchased our loan in XX/XX/XXXX! We were reported to credit agency as soon as they purchased our loan and by law they have to give us a 60 day grace period which was not provided. we have not been late in any payments before forbearance plan or after the forbearance plan had ended. Shellpoint has provided false information to credit bureau causing damage to our credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have reported this company each month about the fees and charges that are not correct. I have sent and will continue to send complaint to have these fees removed. This company is very poor for any form of servicing. I send the payment certified mail with a cashier check. Long before it late date. They make it a point to add these fee. Please see the statement, that they held {$2500.00} before applying a payment of {$1100.00} to the account. Please escalate this to someone that can help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the year of XXXX, I traveled mostly and had a different mailing address from the property address so someone could assist me with my mails. I also had my bank automatically sent the payment to the mortgage company at the beginning of every month. Around XX/XX/XXXX, my loan was transferred to Shellpoint, a division of Newrez, but I didn't receive the statement of transfer ( until XXXX ) nor the subsequent monthly statements. Around XXXX, I found out about the transfer. Immediately, I contacted Newrez and found out at transfer point, Newrez had the wrong mailing address on file so I hadn't gotten a statement. Also the previous mortgage company stated that they forwarded the XXXX and XXXX payments but returned the XXXX and XXXX payments. Immediately, I sent in all the payments that were behind to Newrez. Around XX/XX/XXXX, my bank and I contacted Newrez and requested for the late fee of {$200.00} to be credited. The reason was I was paying on time, but their mistake of having the wrong mailing address on file was causing all the confusion : me not be aware of the loan transfer nor getting the monthly statements and, therefore, my payments were going to the previous company. I never heard about the result of my request from Newrez after that. On XX/XX/XXXX, I contacted Newrez again and spoke to XXXX XXXX who said he would file a complaint to remove the late fee in XXXX and XX/XX/XXXX. Again, I never heard from Newrez again. Around XX/XX/XXXX my loan was transferred to another company. On XX/XX/XXXX, I contacted Newrez again to follow up on my request and spoke to XXXX XXXX who said my request was denied because my account was transferred out so there was no account to credit to. I told her in that case Newrez can send me a refund check of the credit, it doesn't need an account to credit to. But XXXX XXXX insisted that XXXX XXXX is pretty higher up and that was the decision. This is the most lame excuse or illogical reasoning. It is similar to when you close your credit card account and there is a credit, and the credit card company said they're not going to send you a refund check because there's no account to credit to. In summary, the company entered in the wrong address at transfer point causing the issue, repeatedly ignored my requests, then finally came up with an lame, illogical excuse for not giving me back my money.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have reported this company each month about the fees and charges that are not correct. I have sent and will continue to send complaint to have these fees removed. This company is very poor for any form of servicing. I send the payment certified mail with a cashier check. Long before it late date. They make it a point to add these fee. Please see the statement, that they held {$2500.00} before applying a payment of {$1100.00} to the account. Please escalate this to someone that can help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since XXXX my mortgage had been serviced by XXXX XXXX. During the pandemic I took the full 18 months of forbearance. In XX/XX/XXXX, I applied for a modification. When I did not hear back from XXXX XXXX I contacted them and was told my loan was transferred to Shellpoint Mortgage. That was to go into affect on XX/XX/XXXX. My loan went from being XXXX XXXX to a private mortgage. I have finished the loss mitigation process with Shellpoint however their modification is raising my interest rate from 5 % to 6 % in my modification. My payment has increased over {$300.00}. Part of this is due to an escrow shortage which I am willing to pay. This is causing extreme hardship on me because the terms of my modification are worse than my original mortgage. They said I was not eligible for a deferment. They are also reporting to the credit bureaus that they have owned and serviced my mortgage since XXXX when they didnt get it until XX/XX/XXXX. This is causing them to report me as being over 120 days late and has tanked my credit score. They are not posting my trial payment plan payments correctly. First payment went into unapplied funds which I expected but the second payment was posted as if it were a late payment from XX/XX/XXXX. I am due to make my final child plan payment XX/XX/XXXX but I am hesitant because of the conflicting posting of funds. I was current with my mortgage at the time I started my forbearance with XXXX XXXX. My fear is that Shellpoint is trying to force me into foreclosure in order to take my property. I have 60 % equity in my property. They stand to make a big profit upon resale. I am a XXXX senior and I am wanting to stay in my house until I am no longer able. They keep telling me that the private lender guidelines allow them to make their own decisions and they dont have to follow Federal regulations. I know this to be untrue because I worked for a major mortgage company as a senior compliance officer for 12 years prior to becoming XXXX in XXXX. I am on a fixed income and at the moment the only way I can afford to make this payments is to supplement them from my small savings. I want to know if they are allowed to increase my interest rate when modifying my loan. It is my understanding that modifications are to alleviate hardship and not to cause additional hardships.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75019
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 a representative from shellpoint mortgaging services name XXXX XXXX contacted me to take a payment on my loan over the phone. I asked XXXX XXXX how much I owed completely on the loan for the loan to be paid off and I not have to receive phone calls from them anymore. I explained to her that I wanted to be done with their company altogether so tell me how much I owe on my loan in its entirety. XXXX XXXX advised me that the payoff for the loan was {$2900.00}. I then explain to XXXX XXXX that I would like to just pay my loan off altogether I didn't realize it was less than {$3000.00} left on the loan. XXXX XXXX proceeded to take my payment over the phone and congratulated me on being a homeowner. Keep in mind COVID had hit and businesses and schools were shutting down all over the world. I didn't really pay any mind to the money still being in my account at the end of XXXX because XXXX XXXX advised me in the beginning of our conversation that our calls would be monitored and recorded so I wasn't worried when the money was still in my account. No one from Shellpoint mortgaging contacted me or my father to advise us that the payment hadn't gone through. Imagine my surprise in XXXX when I received a phone call from XXXX XXXX stating she was calling to take a payment over the phone. I explained to her that I had already paid off my loan and there should not have been a payment to take. She then explained to me that the payment hadn't gone through and that's why she was calling me. So again I authorize their representatives to take the XXXX and {$0.00} out of my account we actually rounded it up to XXXX. I thought this matter had been taken care of and I was now a homeowner waiting for my reward letter to come in the mail AGAIN. In XXXX I received a call from miss XXXX XXXX who had advised me that my account was past due. I explained to miss XXXX that I had paid off my loan and I shouldn't owe anything. After reading through my notes miss XXXX advise me that she sees where the problem was. She stated that the representative should have sent me to the payoff department where they would have advised me on how to correctly send in my pay off. But because she took my payment over the phone, it went through as a regular payment, so money went to my escrow, my principle, my insurance etc. She said she was going to speak to her supervisor and get back to me as far as how to move forward with reversing the payment. XXXX XXXX calls me and informs me that she spoke to her supervisor XXXX XXXX XXXX and he said that he would honor my XXXX payment if I could provide a bank statement showing no insufficient fund fees no holds and no late fees on my bank account statement for the month of XXXX. I submitted they require paperwork but still nothing was done to resolve my account. I've received countless phone calls from representatives as Shellpoint mortgaging who read over my records and all say the same thing ; this mistake was no fault of mine or my banks and Shellpoint took the payment wrong. They have been trying to fixit ever since. Now two years later they are still trying to fix it. Still telling me they are trying to rectify the problem. But in the meantime im still receiving mortgage statements. The fact that Shellpoint messed up the payment and have not taken the correct steps to fix it and are now trying to foreclose on my house as a result is very disturbing.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 171XX
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was offered a XXXX based forbearance and then later loan modification by my my mortgage servicer XXXX XXXX XXXX During the trial period XXXX XXXX sold/transferred my loan to Shellpoint Mortgage LLC . Shellpoint Mortgage LLC. Shellpoint Morgage LLC. accepted my trial loan payments and I was able to get a loan modification. During this time I made all of my loan payments on time and even XXXX months in advance of when they were due per Shellpoint Mortgage LLC monthly statements. Part of the promise made by XXXX XXXX was that once the trial period ends and provided that the loan payments are all made in a timely manner no negative credit reporting would be made to the credit bureaus and any negative reporting would be removed. After the trial period was completed and loan modification was entered into on a permanent basis. Shellpoint Mortgage LLC went ahead and provided false negative information to the credit bureaus. When I asked them to remove this information they told me they would not even though this is in violation of my agreement. To this day they refuse to correct this information even though they can not proffer any information regarding any delinquencies on my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A