Date Received: 2022-03-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I didn't receive a 1098 for a home I sold last year in early XXXX. Apparently they sent it to the address of the home, where I haven't lived in almost a year. I contacted them on XX/XX/XXXX of this year to ask for a 1098 to be sent to my new address. I couldn't download it from the website nor did I wish to do so as it would require trying to set up a password and other things. Today they told me that it had gone out on XX/XX/XXXX and should be at my new address by now. They have refused to expedite a replacement and will only send it out again via snail mail. It has now been over a week since it was sent and I need to get my taxes done. What can be done about this?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage was in forbearance due to COVID 19. When my financial hardship ended and at the end of the forbearance period, this company refused to offer any kind of work out solution other than pay back all the missed payments. I have called them more than XXXX times and sent them ( at their request ) over XXXX pages of documents. They never return my calls. I resumed sending them monthly payments, which they refused. Their latest letter says among other things, " we have the right to invoke foreclosure based upon the terms of your mortgage contract ''. And, " We were unable to complete the evaluation of your loan because we did not receive all of the required documents. '' I've have sent them the all the documents they have ever requested many multiple times by way of email and regular mail. I can't decide if they are trying to steal my house, or are just totally incompetent. I have attempted to refinance the property through a different more competent lending institution. However, since they have been reporting me late to the credit agencies, my credit score has dropped 100 points and now I'm not able to get a new loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to contact my mortgage company, Shellpoint, for months ( since XX/XX/XXXX/ XX/XX/XXXX ) to extend my forbearance. They have repeatedly made it impossible to get a person on the line to talk to, or provide a means of communicating ( email, etc ). Yesterday I filed a complaint with the CFPB regarding the fact that they would not even talk to me. Finally they made an effort to get in touch, and now they are asking me for additional documentation to extend the forbearance on the mortgage because their " lienholder requires it. '' They are falsely asserting the CARES act no longer applies because it expired on XXXX of XXXX. As a point of fact, the CARES act allows mortgage forbearances to continue past XXXX, and all I should need to do to continue my allowable forbearance is attest I am still affected by COVID-19, which I am. Shellpoint is therefore fraudulently trying to create hurdles to prevent folks from exercising options on the mortgage that is the mortgagee 's right. Further, it is my feeling they have effectively defaulted on their side of the obligation. Were I to refuse to speak to them for four months and then ask them to jump through hoops for something normal they would declare me in default, and foreclose on my property. A mortgage holder does not have the ability to declare them in default and " foreclose '' on the mortgage. Therefore I am asking for regulatory sanction / punishment from the CFPB or applicable regulators to discourage them from future malfeasance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I am on a CARES act COVID forbearance with my mortgage company, Shellpoint. Unfortunately, they are refusing to take or return my calls with regards to said forbearance. Their representatives do not have direct numbers, will not provide extensions, and will not provide an appointment to talk to them. They make you wait on hold and no one returns your call. I feel they may be doing this for nefarious reasons ( e.g. trying to prevent me from exercising my legal rights to an extended forbearance under the CARES act )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: One of the worst companies I have dealt with. I had my mortgage on forbearance due to COVID, and I started making payments after that. They reported to the credit bureau as missing payments. Based on the agent I talked with, they redistributed the payment to the previous months instead of the current one, without my permission or even informing me. In the next month, my monthly payment went higher than it should be every single month for 3 consecutive months ; I called to find out they added two insurance policies on my account at the time my insurance policies are current and active. I had to call my insurance company to send them to Shell Point fax number, which either does not work or nobody gets the documents from, so whenever you call to follow up, they would say they have not received any document. When you talk with them, they would never admit their mistake, instead, you have to be held responsible for their mistakes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22031
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
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: Hello I am emailing once again, my credit report is showing a negative credit remark for a late payment on XXXX. I was in forbearance during that time and working closely with XXXX XXXX from Shellpoint mortgage loss mitigations department.my forbearance was from XXXX XXXX XX/XX/2021 and we resumed payments in XXXX of XXXX. Our loan was sold from cardinal financial to Shellpoint mortgage on XX/XX/2021. XXXX from shellpoint and I worked on the forbearance and the partial claim together. I made sure to always contact him with any questions I had and asked if any negative credit remarks would be added to my credit during or after this entire process he advised me there would not. He stated all payments were taken care of properly and that the partial claim was successfully completed. I have made all my payments on time and my payments resumed in XX/XX/2021 after my forbearance me partial claim. This is negatively affecting my credit score and caused me to drop many points. I have been trying to get this fixed since XXXX of XXXX and am still having issues and facing hardships due to this mistake they made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85392
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning, On XX/XX/XXXX I actually paid off my mortgage that was held by Shellpoint Mortgage Service and they have not sent me Release of Security Deed. I have called the company and sent letter concerning the issue. They did receive the money and stated that in error it was allocated incorrectly, and will correct it still have not been done and they are billing me as though the loan was never paid off. Had my attorney sent them official letter XX/XX/XXXX and still no satisfaction. I did receive a letter from Shellpoint Mortgage about loan mortification and my loan being in default.. They have receive my pay off money and now refuse to release my Security Deed and file it in the county record. Please help me...
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Credit reporting agencies are not investigating my claim of a mistake in reporting 30-60 days late on my credit reports. They keep telling me, All they do is pass on the information from my mortgage company they dont investigate. I called my mortgage company on XX/XX/XXXX, the day the CARES act was enacted and requested to be on forbearance and after a lengthy question and answer period was verbally approved for forbearance on XX/XX/XXXX. On XX/XX/XXXX, I called the mortgage company to verify I was on forbearance to make sure the XX/XX/XXXX payment was not going to be 30 days late. The mortgage company assured me on XX/XX/XXXX, the XX/XX/XXXX payment would be covered under forbearance. I then contacted the mortgage company in XXXX of XXXX and entered a three-month trial period for a loan modification. After I started making trial period payments the mortgage company reported me being late for XX/XX/XXXX. The mortgage company said I did not make my XX/XX/XXXX payment and because I was no longer protected under forbearance, they were allowed to report me as late 30 and 60 days. I contacted the mortgage company and they told me I would need a subpoena for the phone records for XX/XX/XXXX. I have phone records from XXXX showing I had two conversations totaling over 2 hours with the mortgage company on XX/XX/XXXX, and three emails sent to me from them on XX/XX/XXXX. For some reason now the mortgage company is stating " their records show I was placed on forbearance XX/XX/XXXX, with no evidence to show this date on anything. Please help I am a 100 % service-connected XXXX veteran and I have never been 30 days late on any mortgage payment since we bought our home over 8 years ago. Thank you for your time, XXXX XXXX XXXX XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX my Mortgage Servicing was transferred to New Rez-Shellpoint Mortgage servicing My new Act. # was XXXX. I was previously under a forbearance with the prior servicer XXXX XXXX Act. # XXXX. I contacted Shellpoint by phone i Early XX/XX/XXXX. I was due to make first trial payment on a flex modification which had been offered with XXXX and was told by Shellpoint Loss Mitigation that I could not make a payment before all of the paperwork transferred. Shellpoint also would not honor the previous Flex Modificaiton for which the first payment was due. I was told a new Flex Mod. would be offered by XXXX. I was also told there would be no negative credit reporting for 60 days under the RESPA Act. so there was time to get everything on track. On XX/XX/XXXX they offered the modification with the and my first trial payment was made on XXXX XXXX The due dates of trial payments were as follows : First payment : {$1300.00} by XX/XX/XXXX Second payment : {$1300.00} by XX/XX/XXXX Third payment : {$1300.00} by XX/XX/XXXX All payments were made prior to due dates. Despite the Respa protections and despite my being in the process of receiving a federally backed Flex Modification due to hardship caused by coronavirus Shellpoint reported the loan as 120 days past due for the Months of XXXX, XXXX and XXXX of XXXX, This reporting is counter to the requirement of the Cares ACT SEC. 4021. CREDIT PROTECTION DURING COVID19. This Act states that during the period of an Accommodation a borrowers account shall be reported as current the text is below. ( ii ) REPORTING.Except as provided in clause ( iii ), if a furnisher makes an accommodation with respect to 1 or more payments on a credit obligation or account of a consumer, and the consumer makes the payments or is not required to make 1 or more payments pursuant to the accommodation, the furnisher shall ( I ) report the credit obligation or account as current I am attaching the Modification Offer, a copy of 4021 of the cares act and my Credit Report. I am also sending the final paperwork completed in XXXX of the successful Modification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 931XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Problem with customer service
Subissue:
Consumer Complaint: Below is the letter/note I sent to Shellpoint/NewRez while trying to resolve this issue. I may become redundant while reporting this issue so please bear with me. Shellpoint is a credit collection company. They were sold my revolving equity loan, which I had used for 20 years till the loan closed. I, throughout my entire history of this loan NEVER had a SINGLE LATE payment. In fact, my credit rating will show that I have NEVER missed or been LATE in my entire credit history towards any creditor. So ... why in the world would I be late on the FINAL payment of this loan? I wired them [ as I had times before ] the {$110.00} + payment from my XXXX XXXX account to meet the XX/XX/XXXX deadline. I have prepared a pdf that includes this information. I started to receive letters that my payment was late, it was not. It has taken 2+ months for Shellpoint to come to the conclusion that they indeed found the payment. I then sent them the requested additional {$50.00} payout to close this loan properly. Since XXXX it has taken me 3 months to get this rectified. Meanwhile, my credit rating of XXXX to XXXX from XXXX and XXXX was CRUSHED to XXXX! They have since, after starting a complaint, knowing I was correct and it was THEY who were wrong been gracious to return me to XXXX. As though this should shut me up and that I should just go away. I am not going away. You see, being retired I have come to realize that the only possibility of future transactions/credit, etc. lies with my credit rating. I don't care if I am back to an " excellent '' rating. I want and fully EXPECT that since I did ABSOLUTELY NOTHING WRONG that I should be FULLY reinstated with my original XXXX ratings. In fact, I would have expected my rate to go up, NOT DOWN. Evidently, I was found to be correct in this matter. I did it the correct way. I played by their rules and still was penalized. I opened complaints with both XXXX and XXXX and had many a phone conversation with ShellPoint/NewRez. I am DISSATISFIED with the results. Below is my previous email to NewRez and I will attach supporting evidence of my claims. NOTHING except a return to AT LEAST XXXX will do in this matter. Thank you for your time. *********************************************************************************** From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX PM To : XXXX ' XXXX Subject : Return Credit to normal ... ..Att'n : XXXX To whom it may concern : Attached you will find the recent communications I have received from Shellpoint/NewRez. The evidence is obvious. I sent NewRez, what I had thought and hoped was my last payment of a 20+ year old equity loan. This payment was wired from my XXXX XXXX account on XX/XX/XXXX, the payment date. I must tell you that, as you can see not only have I NEVER had ONE late payment in the history of this loan, I have NEVER had one late payment in the 40+ years of my credit reports! Why in the world would I do this on my FINAL payment of the loan??? You have crushed my credit rating of XXXX by XXXX points!!! FIX THIS!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A