Date Received: 2022-04-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: THIS PROBLEM HAS BEEN GOING ON SINCE XX/XX/2022. I JUST SPOKE TO XXXX FROM THE XXXX XXXX TAX OFFICE. @ XXXX. SHE JUST CHECK FOR THE REFUND PROCESS AND NO REFUND HAS BEEN REQUESTED FROM SHELLPOINT AT ALL REFERENCE PROPERTY TAX # XXXX IN THE AMOUNT OF {$6000.00} ISSUED BY XXXX XXXX XXXX XXXX IS THE COMPANY WHO SENT THE CHECK TO A TAX ACCOUNT THAT HAS BEEN PAID IN PULL SINCE XX/XX/2022. SHELLPOINT MORTGAGE HAS ALREADY SAID 2X SINCE XX/XX/2022 THEY REQUESTED FOR A REFUND. THEY ARE LYING 100 %. NO REFUND HAS BEEN REQUESTED AT ALL. YOU CAN CONTACT FOR YOURSELF AND PROVIDE MY TAX ACCOUNT AS WELL GO TO THE LINK AND TYPE IN THE REFUND ACCOUNT # AND THE STATUS SAYS NO REFUND CHECK ISSUED. SO WHY IS SHELLPOINT MORTGAGE LYING??????? AS WELL I HAVE BEEN PAYING INTEREST ON THAT {$6000.00} SINCE XX/XX/2022. INTEREST IS OWED TO MY ACCT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was in the middle of a modification when Shellpoint/Newrez decided to report my account as delinquent. It damaged my credit. I was under a forbearance plan and before I was about to end I contacted and we started the process for a new loan/modification, etc. I tried to pay to avoid the negative reporting but the payment was rejected because the paperwork was not finalized. The reason why I was in a forbearance plan was because I was affected by XXXX and I was having difficulty making eh payments. They new my credit was going to get affected by the reporting and I don't understand why would they want to hurt people this way knowing that I was working with them modifying the loan.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2022-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
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: I went on a XXXX based forbearance in approximately XXXX of XXXX. Shellpoint was great and immediately suspended payments. In XX/XX/XXXX, I called up Shellpoint and notified them that I was ready to start making payments back. On XX/XX/XXXX, I received the " partial claim '' package. In XXXX, I had everything signed and my " single point of Contact '' told me that my first payment would be XX/XX/XXXX. First week of XXXX, I made my first payment. I checked my credit report that week because I was getting solar for the house. Well my score had dropped XXXX points because Shellpoint had reported me 30 days late in XXXX. I do not know how I could be late when they were drawing up the partial claim paperwork that month. Now I can not get solar due to " credit issues ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92870
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, was notified by Shellpoint interior inspection cancelled. I was told by the inspector on XXXX. I had notified my grandchild tested positive for Covid and I also told my XXXX. I said they could come on XX/XX/XXXX. I guess I'm at fault who knows. Also told my XXXX about XXXX from my state has sent over to Shellpoint that I was eligible. Still no response on that subject. Now I don't know where I stand on the modification. So I get responses when I send a complaint to CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, Shellpoint Mortgage Servicing ( newrez ) was responsible for servicing my mortgage and associated escrow account. As part of my escrow, they were responsible for paying my property taxes, but failed to pay my taxes by the due date of XX/XX/XXXX. As a result of the late payment, I was charged a {$200.00} penalty as well as {$90.00} in interest. I became aware of the late payment and charges when I received a statement from the county in XX/XX/XXXX. I called and spoke with the county tax office and they confirmed that both the penalty and interest were the result of non-payment by Shellpoint. I subsequently called Shellpoint on XX/XX/XXXX, specifically mentioned the penalty and interest, and was told that these would be covered by Shellpoint since it was their error. I also sent in a copy of the county tax statement through their website at the request of the representative on the same day. Shellpoint finally paid the property tax on XX/XX/XXXX. They also payed the {$200.00} penalty, but failed to pay the {$90.00} interest. I again called on XX/XX/XXXX and was asked to submit the county statement and a description of the circumstances via email, which I did on the same day. On XX/XX/XXXX, I received a response later stating that they paid the property tax and tax penalty, but make no mention of the interest, which was the sole subject of my recent call and written inquiry. Having performed due diligence and given the company several opportunities to remedy the situation without appropriate response, I am hoping the CFPB can help settle this manner.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was sold to Shellpoint Loans after we refinanced. I attempted to contact Shellpoint several times during the transition process because I have been unable to access their online system. Shellpoint previously held a previous home loan of ours for a short period of time back in 2018, so when I tried to sign on with the new loan they are servicing, I got a blank screen. I spoke with a representative on the phone on XX/XX/XXXX, and they told me it would take 5 business days to get our information over ( the loan was transferred on XX/XX/XXXX ) so to call back Monday. I called back on the XXXX and they put in a ticket with IT. I was told it would take 5-7 business days and I would receive an email with the resolution and instructions on how to re-sign in ( after they wiped the old account associated with the email, and add a new one ). I never received an email. I called back again on XX/XX/XXXX. The representative told me she could see my old ticket and would put in another inquiry to IT. I never heard from anyone. I called back again on XX/XX/XXXX ( to pay my mortgage since I still could not log in ) and inquired about the ticket. I was told she put in a new ticket and she could see my old two tickets. She also submitted a complaint, which I was told would be followed up on within 2-3 business days from the complaint department. I still have heard nothing from Shellpoint and I still can not access the information about my loan online. I feel the company should return all the interest earned during the month of XXXX since they have not serviced my loan appropriately. I have not missed a payment and have called 4 times over six weeks with no resolution or follow up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I have ShellPoint Mortgage. I was transferred to them in XXXX and was on AutroPay. After being transferred I established a new autopay with them. In XX/XX/XXXX, Shellpoint did not deduct the autopay. I was late on my mortgage. Per RESPA Section 6, a mortgage servicer needs to make live contact with a customer within 10 days of being late. Shellpoint never called, never sent a letter, never emailed me ever, after being late. Only after almost 60 days they emailed me saying I would be 60 days late if I didn't make my next payment. This is a RESPA violation. I have tried to work with them in XXXX and they sent me 2 letters stating they do not do customers 'any favors '. I want this late removed from my credit due to ShellPoint not following Federal mortgage servicing rules, and after not establishing a new autopay account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91942
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called my mortgage company to make a half mortgage payment - that was to be applied to my account on XXXX ( it was approved by my mortgage company to pay in this manner and I have been doing so since XX/XX/XXXX when I was first approved for my loan modification ), with the understanding that I will call back on XX/XX/XXXX to make the 2nd half of the full mortgage payment. Well, when I called back on XX/XX/XXXX and made the XXXX half payment as promised, the customer service representative informed me that she was unable to find the payment that I made on XX/XX/XXXX to be credited on XX/XX/XXXX ; and to this day, I am being told that they can not find the payment. I was getting ready to make my XXXX payment XXXX minutes ago and now my online statement indicates an entire missing payment. I have submitted proof from my checking account that the payments have been electronically drafted from my checking account, but they still can not find them. I have since been charge a late fee and now the online portal will not allow me to make my XXXX payment without making the XXXX payment as well. I am very upset about having negative information on my mortgage account. Since my loan had been modified after my Covid-19 hardship forbearance, I have been making a concerted effort to make every payment on time. I am very frustrated and disappointed in this situation because it makes me feel extremely uneasy about having my mortgage with this company. I have never heard of such a thing as an entire mortgage payment being lost, despite my providing proof that I paid it. This is unacceptable, hence my filing of this complaint. Please help me make Shellpoint Mortgage recover my payment, credit my account and remove the late fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX is my mortgage servicer, they approached me in early XXXX about a refinance option. I refinanced with them to help my family save money. In XXXX of XXXX, we put our house on the market. At this time, i am unable to sell my home becuase. 1. They failed to record the mortgage closing in the correct jurisdiction and I am unable to close on my property as this is a requirement of selling the home. At the time of this message, I am in jeopardy of losing the sale of my home due to their inaccuracies and mistakes in the refinancing process.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 23235
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XXXX of XXXX, I was advised by an attorney I consulted that there had been a loading error when account was transferred to NewRez/Shellpoint from XXXX. This I was given incorrect information by Shellpoint. The attorney also stated that although it was their fault and they incorrectly reported to the credit bureau as late, I had to pay the installment I was told by NewRez/Shellpoint not to pay on XXXX of XXXX. The negative reporting began on XXXX of XXXX, when the lender reversed the credited amount. As a result I made the missing installment on XXXX of XXXX. Its only fair that the negative reporting is reversed as the error was on the lenders part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33184
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A