Date Received: 2022-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage previously had a XXXX XXXX mortgage that never existed on my credit report, had lates that were fixed and never existed, and now is reporting 120-day lates that never occurred as mortgages were in forbearance and then transferred to loan modifications. The recorded correspondences ( numerous ), paperwork doing loan modifications, and email correspondence show in every aspect that there were no late payments and loans are current. I have a XXXX wife from XXXX XXXX XXXX I have to support, and a XXXX child and these sloppy errors massively affect my business and ability to move forward as a result of COVID as credit scores make or destroy reputation and business alliances. This needs to be resolved immediately as this unprofessional sloppiness and the months it took for Shell Point to fix the previous XXXX XXXX mortgage balance that never existed, and previous false lates created lots of damage. These 2 false 120 day lates on 2 mortgages that were approved for loan modifications and more, cased considerable damage. Should these false late payments not be resolved immediately I will more aggressively make it my mission to do massive social media and online campaign to bring forth thousands of other Shellpoint mortgage customers for a class action lawsuit and complaints to banking commissioner. Exceptional payment history NEW RES-SHELLPOINT MTG {XXXX} Balance updated XX/XX/XXXX 1 late payment Account Info Hover over labels for more details Account number XXXX Account status Open Date opened XX/XX/XXXX Account type Mortgage Paid Off : 0 % Balance on XX/XX/XXXX Loan Amount XXXX XXXX Payment Info Status Past due 180 days Status date XX/XX/XXXX Past due amount XXXX Original loan amount XXXX Monthly payment XXXX You could lower your monthly payment with a refi. See offers at Credible Late payments XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX - 120 - - - - - - - - - - 120+ Days Late - Data Unavailable Additional info Responsibility Individual Terms 360 Months Company sold - Original creditor - Comments Paying under a partial or modified payment agreement Your statements- Contact XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX SC XXXX ( XXXX ) XXXX Is everything correct? If inaccurate information appears on your report, you can contact the lender directly to have it corrected, or let us know online or by mail. NEW RES-SHELLPOINT MTG XXXX Balance updated XX/XX/XXXX 1 late payment Account Info Hover over labels for more details Account number XXXX Account status Open Date opened XX/XX/XXXX Account type Mortgage Paid Off : 0 % Balance on XX/XX/XXXX Loan Amount XXXX XXXX Payment Info Status Past due 30 days Status date XX/XX/XXXX Past due amount XXXX Original loan amount {$130000.00} Monthly payment XXXX You could lower your monthly payment with a refi. See offers at Credible Late payments XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX - XXXX - - - - - - - - - - XXXX - - - - - - - - - - - On Time 30 Days Late - Data Unavailable Additional info Responsibility Individual Terms 504 Months Company sold - Original creditor - Comments Loan modified under a federal government plan ( available XXXX XXXX ) Your statements- Contact XXXX XXXX PL XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Is everything correct? If inaccurate information appears on your report, you can contact the lender directly to have it corrected, or let us know online or by mail. XXXX XXXX XXXX {XXXX} Balance updated XX/XX/XXXX Exceptional payment history 11 closed accounts Find the right home coverage for you We'll help you compare policies from top companies to make sure you're not overpaying for insurance or under-protecting your home. Get a free quote to see what you could save.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortgage previously had a 1.5 million mortgage that never existed on my credit report, had lates that were fixed and never existed, and now is reporting 120-day lates that never occurred as mortgages were in forbearance and then transferred to loan modifications. The recorded correspondences ( numerous ), paperwork doing loan modifications, and email correspondence show in every aspect that there were no late payments and loans are current. I have a XXXX wife from XXXX XXXX XXXX I have to support, and a XXXX child and these sloppy errors massively affect my business and ability to move forward as a result of COVID as credit scores make or destroy reputation and business alliances. This needs to be resolved immediately as this unprofessional sloppiness and the months it took for Shell Point to fix the previous 1.5 million mortgage balance that never existed, and previous false lates created lots of damage. These 2 false 120 day lates on 2 mortgages that were approved for loan modifications and more, cased considerable damage. Should these false late payments not be resolved immediately I will more aggressively make it my mission to do massive social media and online campaign to bring forth thousands of other Shellpoint mortgage customers for a class action lawsuit and complaints to banking commissioner.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Issue took place on XXXX last month when the credit score update came out, I realized my credit scored dropped almost XXXX points! As I'm writing this complaint I'm finalizing my loan modification because I was on forbearance program for 1 year starting XX/XX/XXXX until XX/XX/XXXX with the amount to be deferred and pushed to the end of the 30 years loan plan. At that time my lender was " XXXX ''. Now my loan got transferred over to my current lender " shell point '' who are taking care of the loan modification phase. so I called the mortgage company to make sure they don't report any late payments on my behalf especially that I pay promptly and on a regular basis but they told me that I was being reported to have 7 late payments disregarding the loan modification process.They set up a notary appointment and sent someone out to me on XX/XX/XXXX, the notary did not get the documents signed right and the paper work was not approved, during that down time my credit score dropped XXXX points although I am paying on time for current monthly payments and the delay in paper work was a mistake on their end. We had another notary appointment today XX/XX/XXXX and I would appreciate this to be investigated through.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92688
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage service was recently was recently transferred to Shellpoint Mortgage Serving LLC In XXXX of XXXX. When the loan was transferred to Shellpoint there was not an escrow account associated with my loan. I submitted a electronic request to open an escrow account for both property taxes and insurance through their online system on XX/XX/XXXX. I received an email correspondence back from Shellpoint on XX/XX/XXXX stating that I need to submit a written request with background documentation in order for them to review my request and see if my account was eligible. I submitted that request on XX/XX/XXXX. Shellpoint responded with an email on XX/XX/XXXX via email that they added the insurance policy but did not add the property taxes to escrow as they require a 12 month payment history which I did not have with them. I contacted customer service via there 800 number and the customer service agent and indicated that I did not request an escrow account just for insurance and had requested insurance and property tax and as that was the denied did not want any escrow account just for insurance. They indicated that they could not help me and that I would need to submit a email request. I submitted the email request to not have an escrow account open for my account just for insurance only as that was not requested. I received a follow up email from Shellpoint on XX/XX/XXXX indicating that I would need to make this request in writing and then would need to email this to them. I submitted this request in writing via email on XX/XX/XXXX. I recieved a letter on XX/XX/XXXX dated XX/XX/XXXX stating that my request to cancel my escrow account has been denied. The reason was that my loan did not meet the proper seasoning requirements. I contacted customer service via phone on XX/XX/XXXX and explained the situation. They said they understood the situation and would send a complaint on my behalf but that they could not even talk to or transfer me to that department as they don't even have phones? They indicated they ( escrow department ) would reach out to me directly. Have not been contacted. My issue are below ; 1. I did not have an escrow account to begin with. 2. I requested escrow for both property tax and insurance and they opened an account just for insurance which I did not request. 3. I asked them not to move forward with that insurance only escrow account and they denied that request. 4. I have made two payments to Shellpoint since my loan was transferred with no escrow requirement and saw that my payment will going up significantly beginning with my next payment for escrow. Regular insurance premium and additional payment for escrow. 5. my wife and I are retired on a fixed income and this is going to create a financial hardship.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was permitted by the mortgage servicer to enter forbearance in 2020 because of the public health crisis.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28504
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fort the past 10 years or more, with New Rez and before them Green Tree we have been under shortages. when I complained they said the payments would go up again in XXXX from XXXX to XXXX, Then it was said to lower this pay them XXXX. Then I get a letter the following week saying they never got our payment and I have never been late. when I called up there it said it was there I mailed it before the first..They added late charges as well of {$20.00} my problem is Escrow and shortages that come every spring like clockwork plus charge me the amount of XXXX when the money is there, I called them even though they said we could pay $ XXXX. XXXX I don't trust something is wrong. we will see what happens when we pay overnight. XXXX XXXX XXXX. Need someone to check their balance and why shortages every spring
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been dealing with them charging me every month for forced place insurance after submitting them multiple times. They have acknowledged multiple times but still are charging every month {$9.00} this has been going on for almost 2 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In 2018 I attempted a loan modification with my loan servicer Shellpoint mortgage and in the end after paying {$5000.00} in attorneys fees the offer by Shellpoint was {$600.00} a month more than what my current loan was. I was already struggling to pay the current loan and the additional {$600.00} offer caused me to decline the mortgage modification. I had to bring the loan current which cost me {$15000.00} which I paid up through to 90 days as they explained was appropriate. They explained I could add extra payments to close the gap overtime which I continued to do. Today I am currently trying to refi my home to come out of Shellpoint mortgage is a ARM with a floor at 5.94 % so that I may lock in a new loan at 2.97 %. The loan has been being paid consistently however when it was time to close on the refi Shellpoint, upon reverification of payments, indicated my loan have consistently been behind 60 or 90 days. Untrue. That gap was closed months ago and an attorney has since said with the declined loan mod, the 90 day gap should have just been added to the back end of the loan. This has now caused my refi to be in jeopardy if not fall apart and handcuff me to this loan. For which I am prepared to sue. If my Mtg payment happens to return for which I replace immediately, Shellpoint has charged me {$400.00} in fees for such in the past. Additionally, randomly, Shellpoint put my account with an escrow account just before my loan mod in 2018 and didnt inform me which also was making me Behind because my usual payments were no longer enough so this increased my monthly payment. This was not the original agreement when I did my mortgage and despite requests to remove it, the escrow acct still remains in place. In addition to that, any extra funds I may try to pay for fees or apply to principal either go to an unapplied funds account or they return my payment to me thereby making it almost impossible for me to either pay down the mortgage quicker or address the fees that they excessively charged me. Now, at refi closing they want to say my acct has had a year of 60 day lates when originally starting the refi they indicated the account was in good standing. Theu need to have their pay practices audited and fines/fees refunded to me because their predatory and userous. They want me handcuffed to this 5.94 % ARM rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan # XXXX Our loan was transferred to Shellpoint Mortgage Servicing in XX/XX/XXXX. They had provided us with a new Escrow statement at which time we noticed that our escrow payment remained the exact same to we had already paid for the previous 12 months. All the years we had been paying our PMI, it had decreased each and every year we received our escrow statement until Shellpoint Mortgage Servicing took over. We contacted Shellpoint regarding this matter and their reply was that the monthly PMI was based upon our Amortization Schedule and the amount was correct. Shellpoint did NOT provide the Amortization Schedule that they have in our records to show evidence of such claim. I then contacted XXXX, the company that our PMI payments are sent to, and XXXX XXXX replied on XX/XX/XXXX with " The PMI should not go up unless the Amortized balance went up for any reason. Because the contract is between XXXX and your lender, I am limited at what information I can provide to you. ". We tried to fight the matter with no avail since we did not know we had the original Amortization Schedule in our safety deposit box at the time of our first complaint. We continued to pay the same amount for 2 years. Fast forward to XXXX, XXXX. I was cleaning out our safety deposit box and found the " original Amortization Schedule '' for the current loan that Shellpoint Mortgage services. According to our original documents, our current PMI monthly payment from XX/XX/XXXX - XX/XX/XXXX should be {$120.00} and NOT {$130.00} which they claim is correct. On XX/XX/XXXX, I sent an online message to dispute their claim and provided them with the original Amortization Schedule documentation we have in our records. Shellpoint mortgage replied back on XX/XX/XXXX with an answer that did NOT even answer our question. Their reply referred to the rules to be eligibile to cancel PMI and how to go about the process which was NOT related nor did it answer our question. On XX/XX/XXXX I sent another online message to Shellpoint asking for a competent person to carefully review our question and the documents we provided. XX/XX/XXXX Shellpoint Mortgage replied back again noting that the PMI is based upon the Amortization Schedule and the {$130.00} is correct. They also included a copy of our payment history which has nothing to do with nor does it prove the accuracy of what they are telling us. On XX/XX/XXXX I sent a third and final message regarding the matter with the original Amortization Schedule. We also requested that they reply with their copy of the original Amortization Schedule proving contrary to the documents we have in our records that we received at the time of the closing of our loan. Shellpoint Mortgage replied back with info on who is elegible for PMI cancellation which AGAIN DOES NOT answer our question. We have proven our case with our documentation but Shellpoint Mortgage refuses to reply with an answer that proves otherwise with any supporting documentation of their claims.
Company Response: Company believes complaint is the result of an isolated error
State: UT
Zip: 84044
Submitted Via: Web
Date Sent: 2022-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Reference : Loan # XXXX Shell Point Mortgage XXXX XXXX XXXX I am very sick and tired missing with my Mortgage Lender. I have in my 20+ yrs been thru XXXX other mortgage loan modification and both have been very simple and easy. I need for Shell Point Mortgage to provide me an Amortization Schedule in clear cut understanding language. First Shell Point has added {$7000.00} for taxes i paid myself on property taxes and they are taking forever to remove that off the principal balance and i am paying interest on. Second they added {$2000.00} deferred for what?? No earth idea why and never explained to me. Last prior to starting my Loan Mod. my balance was $ XXXX and not its $ XXXX???? I see {$8000.00} added and from where??????? We need some investigation on this file ASAP!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A