Date Received: 2022-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Follow up Shellpoint replied letter dated on XX/XX/2022. Attached please find the posting date from XXXX XXXX Bank, receipt record, it showed that the fund of {$3000.00} had been deposited to Shellpoint company s bank account. Due to the time essential, and I am still waiting for the final re-finance closing date for the payoff from my lender. Since, I have paid off the {$3000.00} for the P/I payment on XX/XX/2022. At your convenience, I requested Shellpoint to make the adjustment and extend the final payoff date to end of XX/XX/2022. If they have any concerns, please contact me at XXXX XXXX XXXX my email : XXXX. Please acknowledge receipt of this letter/email and the payment of {$3000.00} Your prompt response will be appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was approved for a government backed payment deferral program on my XXXX XXXX home mortgage due to the affects of XXXX XXXX. I followed every rule to the tee, got all my approval confirmations by letter from my mortgage servicing company, was repeatedly told I would not be reported delinquent to the credit bureaus and was able to get a modified loan at the end of my deferment. However, as soon as all the paperwork was filled out and done, the XXXX XXXX reported me delinquent with past due payments. My credit score plunged XXXX points in XXXX day. When I called the XXXX XXXX, they said they had the right to report any way they see fit, even though according to the cares act, they were not supposed to do that at the end of the program. Needless to say, this has greatly impacted my life and ability to do business!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73044
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I believe I'm being defrauded of my property. Telephonic attempts have been denied and a late fee was added immediately upon their loan takeover even though their lack of preparedness caused them to be unable to take a payment because they could not find my account. They've denied me a loan modification telephonically. So I am now restricting communications to written communication. I believe they are a predatory company fully intent on defrauding me of my property. I don't make this accusation lightly, but based on their actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I applied and requested extension on my mortgage payment during covid. I am now under repayment plan, however, Shellpoint Mortgage is reporting my account as delinquent. I have already called them and I have been told that this account will be reported as delinquent for the reminder of the repayment plan. The CARES Act, which was signed into law on XX/XX/2020, Act amends the Fair Credit Reporting Act ( FCRA ) to stop adverse credit reporting during the COVID-19 crisisbut only under specific circumstances. ( See 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ). ) Shellpoint Mortgage, however, is reporting the account as delinquent when based on care act the debt should be reported as current because Shellpoint has agreed to sign me up for a repayment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90275
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have reached out to my mortgage company, Shellpoint Mortgage several times since the beginning of XXXX to inquire about the loan I have with them on a house that I own. XX/XX/XXXX : Requested through the secured message option on their website requesting all signed documentation received on the mortgage since XX/XX/XXXX. XX/XX/XXXX : Requested information of all contract information received by Shellpoint mortgage for my loan via email address provided by the loan specialist handling my loan. XX/XX/XXXX : Requested copy of signed loan modification documents Shellpoint mortgage received within the last 60 days on my loan. This request was sent to the email address provided by my loan specialist as well as the secured message option via Shellpoint mortgage website. I have only received loan documents that I signed back in XXXX. I have been advised loan modification documents were received on my loan in XX/XX/XXXX. Since I didnt sign the loan documents, I need a copy of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23116
Submitted Via: Web
Date Sent: 2022-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow paid {$530.00} on XXXX for earthquake coverage. However, Earthquake coverage premiums are not eligible for payment through escrow in California. Knowing that I had paid for the Earthquake coverage on XXXX. I contacted XXXX 's to refund the duplicate payment made by Shellpoint. XXXX 's can not find the payment and Shellpoint says the check has not been cashed. I asked for a stop payment and Shellpoint stated it was a bulk payment with other Inured payments on the check, not just mine. They could not issue a stop payment. Now my escrow account is overdrawn by the incorrect payment and I will be assessed next year for the shortage when there shouldn't be a shortage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage was sold to Shellpoint Mortgage servicing while I was in Forbearance due to Covid and loan modification with previous lender ( XXXX XXXX XXXX XXXX. I was told by XXXX XXXX XXXX that my loan modification documents would be transfer over to Shellpoint Mortgage Servicing. I contacted Shellpoint via phone calls and emails. I sent email to XXXX XXXX my contact person on XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I made phone calls to him on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I did not receive any response from all the attempt to contact him. I resubmitted all my loan modification documents on XXXX according to their instructions. I was able to connect to a representative but not XXXX XXXX my contact person. She can not confirm if they received my documents or able to connect me to XXXX XXXX. I was told to continue to wait. I addressed my concern that the payment and interest continue to accumulate and needs to be resolve as soon as possible. I do not want to have a foreclosure or further debt. I have exhausted all avenue to communicate and work with Shellpoint to resolve this issue. Please advice and help with my situation. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94602
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Yesterday, XX/XX/2022 my wife called NewRez Mortgage company to ask about a HELOC for our mortgage. They stated they did not offer a HELOC but other types of loans. At no point did I speak to the gentleman on the phone nor did I authorize my credit to be pulled by this company. Today I am receiving multiple calls from other Mortgage Lenders in reference to my credit being pulled for a loan. I never authorized my credit to be ran. In fact, I never spoke with anyone on the phone at all.
Company Response:
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Had to take a forbearance on my mortgage payments. Called Shellpoint on XX/XX/XXXX. Requested forbearance. Was assured I was covered for XXXX, XXXX, XXXX. I did not make the XXXX payment, as I was covered. In XXXX they informed me I was late on my XXXX payment. Since then I have gotten the cold runaround regarding the XXXX payment. They have assessed late fees as well. They refused to listen to the recording of the XXXX call. They refused to provide a copy. Now they refuse to answer ANY of my questions. It's all in writing. XXXX emails of them ducking the issue. They know they are wrong. They are just giving me the finger. Happy to forward the email chain and other pertinent info, but not on this public forum. They have their own copy, I insisted everything be in writing as soon as they started playing games. All I want is for them to honor the XXXX forbearance and drop the late fee associated with it. If you can curbstomp someone down there so they don't do it again, all the better.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98027
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We thank you for the prompt response. THERE IS A MISSING PART IN THE HISTORY OF THIS LOAN ITS THE PERIOD BETWEEN XXXX AND XXXX. PLEASE PROVID THIS INFORMATION WHICH IS CRUCIAL TO THIS CASE. THE PERIOD WHEN XXXX XXXX XXXX WAS THE SERVICER. THE LOAN WAS STUCK FOR 8 YEARS IN THE CAOS OF THE XXXX FINANTIAL CRISIS. WE UNDERSTAND THE LAW REQUIRES THE PRESENT SERVICER TO PROVIDE THE HISTORY OF PREVIOUS SERVICERS. IN YOUR CORRESPONDENCE THERE IS NO MENTION OF XXXX XXXX XXXX. THERE IS HOWEVER A LOAN REFERENCE NUMBER : XXXX. ( # XXXX ) WHICH IS THE XXXX XXXX XXXX LOAN NUMBER. Thank you, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A