Date Received: 2022-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I received a letter from my local tax collector, XXXX County Commissioner of Finance, dated XX/XX/XXXX about a Delinquent Tax Bill. My mortgage servicer who is the escrow manager for this account NewRez-Shellpoint keeps on telling that as long I'm enrolled in an escrow account I can dismiss all tax bills and letters, I contacted my mortgage servicer by phone and they affirmed that they will investigate this matter, reach out to the appropriate parties and make sure there is no outstanding bill. two weeks later, after not getting any feedback on their investigation I contacted them again, and they said that they see the investigation closed so I can rest assured as if there would be any issues they would contact me. On XX/XX/XXXX I got another letter from the XXXX County Commissioner of Finance dated XX/XX/XXXX that the bill is still delinquent and they are going to start imposing further penalties and will start a petition for foreclosure, all on my cost... here it turns out that my tax bill wasn't paid in full, they added penalties and interest, and now they threaten to foreclose the property. Please have the appropriate parties liable for this mismanagement. Thank you!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2022-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We submitted ALL Requested Documents by SHELLPOINT, the Loan Servicer, for a LOAN MODIFICATION, on XX/XX/XXXX / 2021 Per XXXX XXXX ( XXXX ) instructions we E- Mailed all Documents to the SHELLPOINT Loss Mitigation Department XXXX on XX/XX/XXXX / 2021 A total of 27 files. On XX/XX/XXXX we received a letter from Shellpoint stating we did not take steps to resolve this issue therefore FORECLOSURE PROCEDINGS are being implemented. REF. LOAN # XXXX XXXX XXXX XXXX XXXX XXXX, NJXXXX SHELLPOINT MORTGAGE CO. XXXX : XXXX XXXX replaced by : XXXX XXXX, TEL # : XXXX XXXX XXXX and XXXX XXXX XXXX E-Mail : XXXX Best regards, XXXX XXXX XXXX ( XXXX, not available at the moment ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX NJ XXXX " SHELPOINT DID NOT REVIEWED OUR DOCUMENTS " SEE 2 ATTACHED FILES FROM A TOTAL OF 27 FILES SUBMITTED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XXXX XXXX, XXXX, NewRez transferred the servicing my account from XXXX to its own Shellpoint. On XXXX XXXX, XXXX, Shellpoint charged my account {$0.00} and titled it " Default Related Cost Assess ''. I have never authorized this fee or defaulted. On XXXX XXXX, XXXX, Shellpoint charged my account {$360.00} and titled it " XXXX XXXX XXXX XXXX ''. I did not authorize this fee. NewRez via XXXX has had my account for approximately three years and at no time was I asked for proof of insurance. I was told by Shellpoint that they sent me two letters asking me for proof of insurance, which I did not receive. I asked if their letters were sent certified mail and I was told " no ''. I told XXXX XXXX, Shellpoint 's customer representative, that I have insurance and that they never asked me for proof. I told her that I do not know if it is a requirement that I have it or provide it. She said that the fee will be collected from my monthly payments. If my monthly payment is used to pay Shellpoint back, my payment will not be complete and it will change my entire Amortization Schedule. My loan is modified and if I miss a payment, the entire modification can be voided. She also said that they will not remove the fee and will continue to charge my account. I asked for the date the policy was issued and she said XX/XX/XXXX and said is with XXXX and that the policy number is XXXX. Shellpoint was just sued through its owner, XXXX XXXX XXXX. in a class action lawsuit [ XXXX XXXX XXXX XXXX XXXX XXXX XXXX Shellpoint Mortgage Servicing, Case No. XXXX, in the XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX for forcing hazard insurance and taking kickbacks. The case closed in XXXX but the court still has jurisdiction over it. I plan on writing the court. Shellpoint told me that my contract required it but did not show me proof. Since Shellpoint is New Rez, why are they claiming not to have the information? New Rez didn't ask me for it when they serviced my loan. I believe Shellpoint is getting kickbacks from XXXX XXXX. It never told sent me a letter asking me for proof of my hazard insurance. And now it claims that because I did not respond to the letters, that they forced the insurance onto me. My insurance remains with XXXX XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2022-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a Mortgage with Shellpoint Mortgage Servicing and fell behind due to XXXX causing a Loss of Income, my acct was in Forbearance then Denied Deferral, unwillingly I accepted a unreasonable Repayment Plan instead of accepting a Higher Rates and Longer Term XXXXffered by XXXX XXXX in lieu of Foreclosure after 10 Plus Years, was helped by a Family Member and Ended the Repayment Plan after 5 Payments on XX/XX/21 and brought Acct Current, as of today Shellpoint has Reported to the Credit Bureaus that my Last Payment was on XX/XX/21, Reporting my Now Invalid and not in Effect Higher Repayment Payment Amount, also the {$3800.00} Payment I made in XXXX is Reporting as a Increase in my XXXX Balance instead of a Decrease even though on their Website the Info is Current. This action has caused by Credit Score to drop by XXXX Points making it extremely difficult for me to Refinance My XXXX and Depart from this Co, as it seems they are making it very difficult me to leave. I think the XXXX Co is trying to get back at me for their Predatory Wrongdoings I Filed in my previous Complaint number XXXX Submitted on XX/XX/21. I would sincerely appreciate if someone could take a look at this Co Unethical Business towards their Customer the Consumer. Thanking you in Advance.
Company Response:
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2022-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was in a forbearance period on my home mortgage due to the COVID-19 pandemic. I came out of forbearance on XX/XX/XXXX. I called Shellpoint Mortgage in XXXX to discuss options for resuming my mortgage payments. On XXXX, XXXX, XXXX, an agent at Shellpoint Mortgage gave me the contact information for a loss mitigation specialist, XXXX XXXX. I contacted XXXX XXXX on XX/XX/XXXX. XXXX XXXX said I could complete a partial claim that would cover my missed payments, and that I would resume making payments in XX/XX/XXXX. The customer service agent I spoke to on the phone on XX/XX/XXXX said that I was not at risk of going into foreclosure or harming my credit, if I elected the partial claim option. This conversation occurred on a recorded line. I completed the paperwork for the partial claim and submitted it within the required timeline. I resumed making payments in XXXX, as I was instructed. There was not an option to make an online payment for the months or XXXX or XXXX, XXXX on my account, nor did I receive a bill. The company claims they sent letters alerting me that I was coming out of forbearance, but the letters they sent did not specify a date, nor were they specific to my loan ( company can view in letter they sent on XX/XX/XXXX ). In late XXXX, Shellpoint Mortgage reported a 30-day late payment to the credit bureaus for the month of XX/XX/XXXX on my account. My score dropped by nearly XXXX points. I disputed this late payment with both Shellpoint Mortgage and the credit bureaus. Shellpoint Mortgage stated that no error was made and verified the reported late payment. I contacted XXXX XXXX who stated in writing on XX/XX/XXXX that the partial claim covered the months of XXXX and XX/XX/XXXX, that I completed the partial claim in a timely manner, and that I was told to resume making payments in XX/XX/XXXX. She sent this documentation to Escalations to review for credit correction on XX/XX/XXXX. On XX/XX/XXXX, the company again denied that an error was made. When I spoke to a customer service agent, she informed me that the Credit Reporting arm of the company did not have access to the documentation provided by XXXX XXXX, despite the fact it was sent by her directly to Escalations and to XXXX XXXX XXXX, Director of Compliance. Throughout my conversations with the multiple customer service agents at ShellpoinXXXX, it has become very clear how siloed, and inefficient ( perhaps deliberately ) the departments are structured, to the detriment of homeowners. On XX/XX/XXXX, Shellpoint Mortgage reported a 30-day late payment and a past due balance of over {$36000.00} for the month of XX/XX/XXXX on my account. This caused my credit score to again decline significantly. My account is current and there was not a late payment for the month of XXXX. I believe this action is predatory and retaliatory in nature. In a letter sent to me on XX/XX/XXXX, Shellpoint Mortgage stated they did not report my account as past due or late for the month of XXXX, but the attached documentation will show otherwise, and will also show my account is current. They simply lied and reported information falsely. In the letter Shellpoint Mortgage sent on XX/XX/XXXX, again denying an error was made on their part, they also inaccurately recalled the nature of my conversation with the customer service agent on XX/XX/XXXX, indicating I should have been aware that my credit would be impacted should I not make a payment in XX/XX/XXXX, when in fact the exact opposite was expressed by their customer service agent. I would like a copy of that conversation. This company has shown itself to be dishonest, misleading and unfair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29455
Submitted Via: Web
Date Sent: 2022-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXX I entered the Covid 19 disaster forbearance with my mortgage servicer, XXXX. As part of the program from them it stated that as long as I was in good payment standing ( which I was ) at the time of starting forbearance, there would be no late pay reporting to the credit bureau while in the program. XXXX honored that and did not report me as late. In XX/XX/XXXX, I started a loan modification program with XXXX which was an option of the program to catch up my missed payments. I had to make XXXX trial payments and then they would permanently modify my loan. I made my first trial payment in XXXX. In XX/XX/XXXX, my mortgage servicing got taking over by Shellpoint Mortgage. I spoke to loss mitigation with them and explained to the agent I was in the process of a loan modification with XXXX and made XXXX trial payment so far. I sent the agent my modification offer from XXXX and the agent said they would honor it. I proceeded to make my next two trail payments and I was offered and completed a loan modification in XX/XX/XXXX. In XX/XX/XXXX I checked my credit report and Shellpoint had marked me as 180+ days late in XXXX when they just took over my mortgage and I was in good payment history with XXXX a month before. My credit score has dropped from a XXXX to XXXX. This is very bad since I work in the financial industry and they check credit scores. I can't get good financing anymore. This could possibly ruin my career! In XXXX they again reported 180+ days late to make it even worse. The late reporting is incorrect because I was to be protected because of the Covid forbearance. The late reporting needs to be removed immediately because it is incorrect. Also, they report that I started with them on XXXX of XXXX which is incorrect and needs to be corrected to XXXX of XXXX. Please help me get this corrected. Also, Shellpoint offered me a certain modification offer in XXXX and everything was signed and submitted and booked. I got an email saying it was complete. Now they are saying it was wrong and trying to undo the modification. Can you please make sure this is ok? Thank you in advance for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I previously filed a complaint against Shellpoint Mortgage Servicing. Loan # XXXX Shellpoint Mortgage Servicing from XX/XX/XXXX to XX/XX/XXXX the account was in forbearance related to COVID. Upon our termination of the forbearance, we were offered options to pay the amount deferred during forbearance. We were offered a trial loan modification, which required three payments of {$1900.00} to be paid XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We made those three payments as instructed. We were then told we would receive the final loan modification document with the exact amount for ongoing payments, which would likely be the same amount as the three trial payments. Shortly thereafter, we were informed the loan had transferred to XXXX XXXX. We subsequently found out that the information Shellpoint transferred to XXXX XXXX reflected the amount deferred during forbearance as past due, which now has XXXX XXXX handling the loan as though it's delinquent. We also received a document from Shellpoint that the loan was in default and in jeopardy of foreclosure. We then received another document from Shellpoint that our account was being reported as delinquent to the credit bureaus. I contacted Shellpoint about this and was told there was nothing they could do since they are no longer servicing our loan. On XX/XX/XXXX, I received a response from XXXX XXXX in Shellpoint Mortgage Servicings Compliance Department. The response is attached. 1. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, acknowledged that the account was in COVID forbearance from XX/XX/XXXX to XX/XX/XXXX. 2. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, acknowledged that XX/XX/XXXX through XX/XX/XXXX the account was in a trial modification period, and the payments were paid as agreed. 3. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, acknowledged that Shellpoint Mortgage Servicing placed the account in default and reported the account to credit bureaus as delinquent. Since XX/XX/XXXX I have made 20 phone calls attempting to speak with XXXX XXXX. No calls have been answered. Calls are always sent to voicemail. I have left messages, but have not received a single return call. Shellpoint Mortgage Servicing is in direct violation of the CARES Act. The Coronavirus Aid, Relief, and Economic Security ( CARES ) Act, Pub. L. No. 116-136 ( XXXX. XXXX, XXXX ), at section 4021, amends the Fair Credit Reporting Act ( FCRA ). A new subparagraph ( F ) is added to 15 U.S.C. 1681s-2 ( a ) ( 1 ). Pursuant to requirements in the CARES ACT Shellpoint Mortgage Servicing CAN NOT report the loan as delinquent and CAN NOT place the account in default because the loan was in COVID forbearance from XX/XX/XXXX through XX/XX/XXXX, and in modification from XX/XX/XXXX through XX/XX/XXXX. I am certain Shellpoint Mortgage Servicing is aware of the CARES Act requirements, therefore I can only surmise that Shellpoint Mortgage Servicing is willfully violating the CARES Act and willfully causing us harm.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Covid19 restrictions prevented us from making payments for 18 months. We are 34 years in our home. Have plenty of equity. Can resume making payments. The servicer SHELLPOINT MTG, likely received Federal assistance is denying XXXX mortgagees a deferment during the 18 month period. They have repeatedly refused to allow us to resume making payments when XXXX Covid lockdowns/ protections have ended. Shellpoint repeatedly mislabeled our calls over the 18 months trying to deny we had asked for Covid19 protections due in XXXX. Shellpoint as servicer for XXXX XXXX XXXX XXXX repeatedly engaged in aggressive collection tactics sending unannounced strangers to our home claiming to need to appraise our home. They had no appointment, offered no ID, shouted loudly they were sent by the bank so our neighbors would hear of distress, one in XXXX tried to discuss the matter asking in a speculative way what the situation was ... and today a third one found lurking in our yard, made claims he needed to enter our home. This is not the Covid19 protection XXXX citizens deserve. It has been a nightmare. We also have a 2nd mortgage current as the 2nd mortgage servicer was a pleasure to deal with the whole while from beginning of Covid to now. And employee working from home stated he has not seen any deferments given. This has already been shared with a XXXX and escalations in the corporate office of Shellpoint since XXXX when they refused to accept payments. They are trying to wear down and weaken the borrower so they can avoid deferrals of payments to the end of the loan. Their goal is to get a modification shortening the repayment term of the arrears, or foreclose. This will destroy the XXXX housing market if they are allowed to cause so many foreclosures. Shellpoint customers must be all offered a full resumption of payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11758
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX I had reached a settlement agreement with the second lien on my home, with the servicer Ditech Financial LLC in XX/XX/XXXX. At about the same time, XX/XX/XXXX Ditech filed for bankruptcy, so this may have caused the confusion, but I was unable to complete the settlement, even though it was offered in writing ( see attached ), because when I would contact Ditech, either I was told that there was no settlement in their system or that it was placed on hold. I was given the run around. Then in XXXX XXXX received a letter from Shellpoint saying that my mortgage had transferred from Ditech to Shellpoint. ( Shellpoint is the servicer for the first lien as well, on my home ). At that time, the Pandemic had just started and everything was paused. I did reach out to Shellpoint but they advised me that they could not find a second loan, not with the account number in my notice of transfer letter or my social security. The only account that they can locate is my first lien. The representative today, XX/XX/XXXX, advised me that she can not locate any second loan, and that the account number I gave her is not XXXX she has ever seen before. I spoke with XXXX XXXX at Shellpoint. I explained that the letter was from Shellpoint and noticed that the mailing address and phone number for the old & new servicer were the same ( Ditech & Shellpoint ). I also explained that I contacted XXXX XXXX XXXX & they confirmed that Shellpoint held the second mortgage on my home. Also the transfer dates are inconsistent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer XXXX is bluntly delaying the release of insurance funds needed to repair my damaged home suffered from Hurricane XXXX. First I was forced to use a contractor to perform my home repairs, even-thou I have an extensive experience with Home repairs. XX/XX/XXXX : XXXX hits, file claimed for roof / siding patio damage. XX/XX/XXXX : Insurance check received and mailed to XXXX : {$4000.00} Dwelling For the roof and siding. XX/XX/XXXX : Supplemental Claim check : XXXX - Dwelling for interior damage ( mold was found in a bathroom, because of a leaking roof ) and mailed to XXXX. XX/XX/XXXX : received via mail check to XXXX : {$370000.00} for interior damage - Furnace no longer works, because of a leaking roof ) we have floor heaters to keep warm, XX/XX/XXXX With supplemental check received a signed contract was provided, to repair leaking roof, yet XXXX denied the contractor XX/XX/XXXXXX/XX/XXXX A new contractor quote and XXXX was sent to XXXX. I have called XXXX almost weekly since XX/XX/XXXX, and tried to escalate the release of funds to just at least repair my leaking roof. Always receive their RED tape, their inspectors are reviewing my files... etc. On XX/XX/XXXX I spoke to one of their managers who stated a check was to be sent overnight, and I should have a check to start my roof on XX/XX/XXXX, it is now XX/XX/XXXX and no check has been received.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A