Date Received: 2022-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I filed a complaint with CFPB after Shellpoint reneged on a COVID-19 deferral. In the fall, Shellpoint declined to offer me a COVID-19 forbearance extension despite being qualified. At this time, Fannie Mae owned my loan. After the denial, I submitted on XXXX by email and fax all required documents. Approximately one week later, I spoke with a representative from Shellpoint who confirmed that my application for a loan modification was complete and under review. The call was recorded and can be retrieved for further investigation. On XXXX, I received a notification that " Shellpoint Mortgage servicing is the servicer of your loan until XX/XX/XXXX ''. " After this date, your new loan servicer will be XXXX XXXX XXXX. '' Please note that twice in 4 months, I was denied a XXXX forbearance and a loan modification. Shellpoint had no intentions of assisting me with a COVID-19 forbearance or a loan modification. The company remains strategic, vindictive, deceitful and discriminatory towards XXXX and the XXXX community. Shellpoint deliberately precluded me from being considered for a loan modification and an extended forbearance for COVID-19. On XXXX, I contacted XXXX XXXX to inquire about a COVID-19 forbearance extension or to be considered for loan modification. XXXX XXXX is only interested in monthly mortgage payments with no plan to offer a COVID-19 forbearance extension or to be considered for a loan modification. Shellpoint needs to be investigated thoroughly as well as XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I need your help negotiating with a mortgage company engaged in what I believe is deceptive practices. Let me briefly describe the situation. My wife and I have been devastated within the last 8 years by the loss of both sets of our parents to XXXX, as we were their primary care takers. Shortly after my wife battled XXXX XXXX and just recently went into XXXX. Coupled that with the cost associated with graduating two children from XXXX XXXX, and XXXX XXXX Universities. In addition to her receiving her XXXX 's and me a XXXX XXXX and we still have our youngest son scheduled to graduate from XXXX University in XXXX After enduring tremendous hardships, financial burdens and Covid -19 we went into foreclosure. But, we were financially able purchase home before auction in XXXX. But, in what I believe to be deceptive practices by the mortgage company. To steal our home we owe {$160000.00} on a {$280000.00} loan they switched mortgage companies at least three times. Each time not taking calls or returning emails. Finally, I was able to explain to the Judge at the last hearing how evasive they have been and she saw fit not confirm the sale of my home back to the same bank and gave me 60 days to negotiate with the bank. Now I'm still getting the run around from the law firm and the bank about starting negotiations. Meanwhile, I have a verified mortgage approval letter in hand. I want to schedule a meeting asap. Regards, XXXX XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Complaint against mortgage holder Shellpoint Mortgage. Mid-year XXXX I was granted a forbearance. In XX/XX/XXXX I lost my job due to COVID and though I tried to make the monthly payments, to which by the way were always done on time before the COVID pandemic, it just became impossible. The government then helped with the additional {$600.00} of unemployment at which time I scheduled a payment in XX/XX/XXXX. This payment was for two months in the hopes that the following months I would be able to repay the three months missing. I was then two months behind. XX/XX/XXXXXXXX ACH Electronic Debit NEWREZ-SHELLPOIN ACH PMT XXXX Because I had made a two-month payment, someone in your company reached out letting me know that they would put the two months left at the end of the loan granting me with a forbearance. When this option was presented to me I asked, " if things don't get better through this pandemic and I am again not able to pay the mortgage, can I qualify again for another forbearance? '' The answer was a strong 'ABSOLUTELY ''. I went ahead and made the XXXX payment XX/XX/XXXX ACH Electronic Debit NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX Then unemployment stopped the additional {$600.00} putting millions of people in financial trouble. I requested another forbearance through your website. I started calling as well. I have never been in this type of situation. Many of the times I called I would be sent to voicemail letting me know that they could not answer and to please try again. I did, unsuccessfully. I started leaving my name and number along with the loan number for someone to call me back ... ..NOTHIING. At the end of XXXX, I was finally able to talk to a gentleman who informed me if I paid three months at the same time the rest of the months would be put back at the end of the loan. As difficult as it was, I was able to make the three months payment for a total of {$9300.00} This gentleman lied to me because he never did what he said he would. I continued making the timely monthly payments after XXXX all the way to the sale of the property. My loan was assigned to XXXX XXXX XXXX. She seemed to have understood and cared. First thing she said was " if you were told that after paying three months at once you would go into forbearance with the other months, they SHOULD have kept their promise She also mentioned she could not understand why this was happening since I was making my monthly payments on time. We started working on a payment plan which we finally agreed on in XX/XX/XXXX at which time Shellpoint Mortgage reported me late. The new increased payment was effective in XXXX, and they continued reporting me late. This time for XX/XX/XXXX and following months XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94010
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The escrow account made a tax payment on XX/XX/XXXX for {$4500.00}. I became aware early XXXX that the county never received the payment, and my tax was late. I paid the tax out of my pocket immediately on XX/XX/XXXX. I asked the lender for investigation, but 2 weeks passed, and lender still doesn't know where the money went. There's no XXXX either on how long I should wait to get my money back. The mortgage company is Newrez.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This matter is pursuant to CFPB Complaint ID # XXXX submitted on XX/XX/2021. XXXXXXXX XXXX has not answered my question of the line item ( other Fee 's ). Again, these are not legal fee 's or foreclosure fee 's as per XXXXXXXX XXXX Attorneys. The sent several documents and narrative of what they report are the conversations and statements in reference to the account. However, most of their accounts are inaccurate and incorrect. When I asked repeatedly, after CFPB complaint Inquiry, they refuse to give me an explanation of what " other fee 's '' are. My matter is not resolved. The document that were sent are internal documents which are cryptic and inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08094
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX and shellpoint mortgage company of Newrez XXXX XXXX, XXXX mortgage company I became behind on the mortgage payments. I had particular concerns about my situation as the loan was in my mothers name but the home has been my residency since XXXX she passed away in XXXX and because of that situation from the moment I spoke to XXXX XXXX I requested a single point of contact to help me with my concerns but every time I would call I would speak to a representative that I never spoke to before to the point where I requested a supervisor to get me in contact with a single point of contact They would lie to me this is your single point of contact I would try to contact but was never reached by phone and never responded to emails that happened hundreds of times speaking with them all the representatives stated they would be the Single point of contact that would be a problem that continued till the end During this Covid Pandemic of XXXX Created the hardship with obtaining documents for my successor of the property and when I did provide those documents XXXX XXXX pushed me into a Forbearance which at that point I was now able to communicate with them because I approved the successor of the property. I saw the writing on the wall that they had no concerns of fixing the problem I was facing being behind so I started sending in payments plus approximately four to {$500.00} more a month towards my loan during that time. The moratorium ended and on XX/XX/XXXX I received a notice of pending sale for XX/XX/XXXX posted to the front gate immediately I got a hold of XXXX counseling because I could not get any help from XXXX XXXX communicating with them. I contacted XXXX and with their help we initiated a loan modification that was XX/XX/XXXX sent in all requested documents but when I would call they would say they did not get all documents I would repetitively send the same documents during this time they postponed the sale date to XX/XX/XXXX and during this process of the loan modification application and documents being sent in. I learned They sold the mortgage to XXXXXXXX XXXX XXXXXXXX XXXX by Shellpoint mortgage a NewRez company XXXX XXXX was ending servicing XX/XX/XXXX and Shellpoint mortgage was assuming the loan XX/XX/XXXX XXXX XXXX did not inform me of the sale until I asked and XXXX days prior to their ending servicing XX/XX/XXXX my concern is with them what will happen as I am going through this hardship and loan modification XXXX XXXX stated everything will be transferred to the new loan service provider Shellpoint. Immediately I reached out to Shellpoint on XX/XX/XXXX they did not have my mortgage loan information in their system when I called but from the letter that I received from Shellpoint when I learned they had bought the loan they had a single point of contact person on that letter. I sent her an email introducing myself the only response I got back days later from her is that she would review the file and contact me. She never did. When I called back to Shellpoint many times they still did not have my file in their system. It took until XX/XX/XXXX where they had me in their system and each time I asked for my single point of contact but to no avail she was not available so I requested a supervisor to contact me That call was XX/XX/XXXX a Wednesday. Next day Thursday, XX/XX/XXXX I received a call from a XXXX XXXX late evening immediately I knew he was putting up a roadblock. I spent a considerable amount of time on the phone with him discussing the treatment I had with XXXX XXXX and where I was at the point of my loan modification after a long conversation he stated that he would get with my single point of contact tomorrow and review all documents and return a phone call Friday the XXXX XXXX that call never came. XXXX morning I decided to email my single point of contact that I knew of, the one that I tried to reach out to every time I called Shellpoint to tell her that I spoke to her supervisor and perhaps they were busy and could not get back to me! I stated I would contact them Monday morning and that was XX/XX/XXXX XX/XX/XXXX when I called Shellpoint I learned they assigned me a new single point of contact. I got her information and I was sending her a introduction email and as I was doing that the phone rang. I answered itit was the new single point of contact XXXX XXXX from Shellpoint she immediately stated that she could not talk to me because they didnt have the information that I was the successor. I stated to her I had long-standing being the successor and a letter from XXXX XXXX acknowledging that I am the successor and I could get my brother on the phone to speak to her she didnt say anything to the effect of yes or no on that and I said I will contact my brother and we will do a quit deed The property into my name immediately I got off the phone arranged it with my brother overnighted the paperwork to him and he had all documents signed and overnighted it back to me where I recorded that to the recorders office so the property is it my name and they no longer could deny me communicating as the successor that was recorded XX/XX/XXXX She told me that I could pay the {$25000.00} past due I stated to her Ive sent in almost {$20000.00} this past year in payments where did that money go. she said you could finance with another loan company I stated to her theres never been a trust deed sale or default recorded onto my property. I did find out is they recorded to it XXXX number that does not apply to my property record. I received a letter from XXXX XXXX dating XX/XX/XXXX that they finally received all documents needed to proceed with the loan modification. I never got a yes or a no answer to the loan modification from XXXX XXXX as they stated everything would be transferred and continued with Shellpoint mortgage company. All of the conversations I had with Shellpoint were very troublesome they did not acknowledge me to be in the successor they did not acknowledge the loan modification or any desire to help XX/XX/XXXX I reached out to my XXXX counselor to do a joint phone call to Shellpoint the representative stated they would except the quit deed To show me as the successor. XX/XX/XXXX I emailed them a copy of the recorded quit deed. XX/XX/XXXX a stranger came to my front door and stated that their boss had bought this property this morning At a auction. I called Shellpoint mortgage immediately after a long conversation with the representative she then stated oh your property was sold this morning. I said there is a mistake there has to be a mistake as I stated they never recorded any trust deed sale or default onto my property and no notice of a sale date for XX/XX/XXXX and Ive been in this loan modification process and Ive got nowhere with this company they had my loan plus or minus weekends From the date XX/XX/XXXX to XX/XX/XXXX approximately 44 days. In that time I contacted themsent emails.. paid them no response other than a brick wall. This has been an illegal foreclosure XXXX XXXX and Shellpoint have known they recorded documents to an unknown assessors parcel number XXXX. No notification of any sell date for an auction other than to themselves XXXX XXXX sold the loan as I was going through this loan modification process this is what they call it insider mortgage Industry frequent flyer And Shellpoint and XXXX XXXX XXXXXXXX XXXX are all responsible. I imagine how many other people that are going through this strategy I had to obtain an attorney and I am in the process of suing them all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89110
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX of XXXX we have held a mortgage with Shellpoint Mortgage Company. We pay our mortgage on the last day of the month for the first of the following month via automatic bank withdrawal. In XX/XX/XXXX our monthly payment was incorrectly applied to principle instead of XXXX 's monthly mortgage payment. Since then we have been charged late fees and penalties. We have made numerous calls to Shellpoint 's various departments in an effort to correct this problem with no satisfaction. They are looking for an additional payment of {$1100.00} which includes our normal monthly payment of {$1000.00} plus {$86.00}. We are asking them to subtract the misapplied payment towards the principle and add it to the monthly payments and remove all late fees and penalties from our account.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently participating in the cares act covid forbearance. My mortgage company, shellpoint mortgage has denied me the 18-month extension according to the cares act policies. shellpoint mortgage did now allow or provide me with the initial 6-months forbearance from the beginning of my cares act covid forbearance according to the policies. Additionally i never received my 2nd extension according to the cares act covid forbearance policies. I feel shellpoint mortgage has denied me my rights under the cares act by refusing to adhere to the policies for covid forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXXXXXX XXXX gave my Mortgage account to Shellpoint to service XX/XX/XXXX. I filed XXXX Bankruptcy, Discharged in XXXX. I did NOT reaffirm this debt yet every time XXXX XXXX XXXX gives to Shellpoint ( 2x now since XXXX ). Shellpoint puts on my credit report, Currently only showing on XXXX. This is against the Bankruptcy law as Im not responsible for this debt. Shellpoint blames XXXX XXXX XXXX for not giving them the info and telling me I need to request it to be removed which can take 30 days. and XXXX XXXX XXXX says they gave them the information. Again this is the 2nd time happening and in the meantime my credit is affected by XXXX points. Not only that but the info given to the Credit report is incorrect. The Credit agency should also be responsible for allowing this to happen a 2nd time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44130
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Since XX/XX/XXXX, this company has been reporting me " 30 Days Late '' to the credit reporting agencies. This started in XX/XX/XXXX. They never sent me a notice of the issue at hand. Instead, they just started reporting me without notification. This is in violation of the Federal Credit Reporting Act. I've sent numerous letters with no written response from the company. I've filed complaints with : XXXX, CFPB, CALIF. State Attorney General in XXXX. This company rescinded all previous actions with no penalties issued. They again started reporting me " 30 Days Late '' in XX/XX/XXXX. On XX/XX/XXXX, I received a Credit Alert from my monitoring service to report an illegal report. I reviewed my credit file and I noticed this company reported me : " DELINQUENT. '' I had not received my statement for the XXXX payment which was due on XX/XX/XXXX. I received the statement on XX/XX/XXXX. I have complained to your company in XXXX, and in XXXX. Your agency failed to produce any action or issue any penalties. I am again filing another complaint with your agency in the hopes of some positive action be taken. This company needs to be assessed penalties and fines and I should be compensated for the stress and anxiety I've encountered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A