Date Received: 2022-01-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint mortgage became my loan servicer XX/XX/2020. My credit report shows reflects inaccurate late payment history for the timeframe XXXX through XX/XX/2020 for XXXX XXXX XXXX and XXXX. XXXX shows 180 days late, XXXX XXXX shows 120 days late and XXXX shows 120 days late which is inaccurate reporting. Shell point mortgage was not the loan servicer for frame reported and is incorrectly reported on my account. Shellpoint mortgage is also reporting in accurate information for XXXX XXXX 30 days late on all three bureaus XXXX 30 days late on all three bureaus and XXXX for XXXX only. I have never been late on my mortgage payments. I demand that all three credit bureaus are updated to reflect no late payment history as of XX/XX/2020 to current and all payment history prior to Shellpoint mortgage purchasing my mortgage loan removed from my credit report.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IN
Zip: 46234
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ditech reported paying {$230.00} to Insurance ( XXXX XXXX ) on XX/XX/20 and {$230.00} on XX/XX/20 which was not received by XXXX XXXX. We have no information to confirm that these checks were credited to the insured, loan, escrow, taxes or insurance. Shellpoint has shown this amount as a negative balance on escrow. There was no payment for insurance or taxes from escrow. The NO escrow option was chosen on the original loan acceptance. There was not indication of this error on the original loan information. The account shows late and is threatening foreclosure. We are not paying this escrow amount because we do not owe anything and should not have to pay this. We have spoken to the Insurance department, the escrow department and customer service departments separately. They filed a complaint on our behalf with Shellpoint. They do not respond by mail. They do not respond to our phone inquiries and often disconnect our phone calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: According to our original mortgage documents, our mortgage was vested at 80 % as of XX/XX/XXXX and 78 % as of XX/XX/XXXX. According to the law and our mortgage documentation, our PMI should have been automatically removed as of XX/XX/XXXX. At this point, our lender, Shellpoint mortgage will not remove PMI. We have contacted them repeatedly over the last XXXX years asking for them to remove PMI and they always have an excuse why it is not possible. They now claim that we were late for a payment in XXXX which makes our loan ineligible, but the PMI should have been removed before XXXX to begin with. ( BTW, that late payment was when they erroneously put us into forbearance instead of the deferment we requested due to XXXX. Now they are using their mistake against us. ) We would appreciate any help that could be given with this matter Many Thanks XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I need help and I don't know who to reach out to. My problem is that every other month or I find that I am getting calls telling me that my account is past due - when it is not. I have always paid my mortgage in two payments and since I retired ( as a XXXX XXXX XXXXy XXXX ) my 1st partial payment is the last Wednesday ( i.e. XX/XX/XXXX ) of the previous for the next month ( i.e., XX/XX/XXXX ). I received a very upsetting call today from someone ( a gentleman ) who was very obnoxious and insisted that I needed to pay my XXXX mortgage which includes late fees. After several attempts of explaining to this person that I don't have an outstanding balance due, I relented and said that if need be I would take this up with Consumer protection, he told me that I didn't know what I was talking about and that he was looking at my account, I said I too am looking at both the mortgage and bank statements and that I needed to explain -- he cut me off and said I'm not going to argue with you and hung up I have attached my bank statements commencing with XX/XX/XXXX to the end of XX/XX/XXXX, highlighting what each payment was for and when it was posted for NewRez. Also included are copies of upcoming payments for XX/XX/XXXX. It's so confusing, it's like a shell game, I'm told that NewRez services the Mortgage for XXXX who as it turns out provide no assistance at all. If you can't help me, can you please direct me to someone that can. I would be ever so grateful.
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Contacted my mortgage serving company, Shellpoint/newrez regarding the 30 to 59 days past due reported to the Consumer Reporting Agencies for XX/XX/XXXX and the 60 to 89 days past due reported for XX/XX/XXXX. My Covid mortgage forbearance period ended XX/XX/XXXX. Prior to that date I contacted Shellpoint to request an extension as my business was still experiencing difficulty due to Covid ( I manage a healthcare consultancy ). My initial request was denied but upon appeal an extension was granted through XXXX, XXXX and I resumed payment on my mortgage in XXXX, XXXX and am now current. I was told while my appeal for the extension was being considered my mortgage payments would not be reported as late to the CRAs, though subsequently by Shellpoint it was even though my appeal for a forbearance extension was ultimately granted. As a result of Shellpoint 's going back on their word and reporting our mortgage payments as delinquent, my credit dropped over 60 points within 24 hours of that reporting. As a result of the credit rating decline, our ability to borrow has significantly declined, as our cost to borrow has significantly increased. We has hp [ ed to refinance our mortgage both to cut down on its cost - and to find a new, more competent and ethical mortgage servicing company, but are unable to now because of negatively-impacted credit rating. It would cost Shellpoint {$0.00} to correct this error, but in a XX/XX/XXXX response to our complaint they've refused.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19380
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicer, Shellpoint Mortgage has overpaid our property tax bill and owes us {$15000.00}. We live in XXXX XXXX county, and property taxes are due in two installments : XXXX and XXXX. We purchased our house this year, so there's a big increase in the property tax amount since last year ( the prior owner owned the house for 40+ years, so taxes had not been reassessed for a long time. ) We received two tax bills due XX/XX/XXXX to XXXX XXXX County : {$700.00}, and a supplemental of {$7600.00}. I asked Shellpoint Mortgage Servicing if they would pay both the initial and supplemental bills. On XX/XX/XXXX, Shellpoint Mortgage Servicing advised us via email that they would NOT pay our supplemental tax bill of and that customers need to pay this on their own. I paid the difference of {$7600.00} to XXXX XXXX from my personal checking account on XX/XX/XXXX. On XX/XX/XXXX, Shellpoint withdrew {$7600.00} from our escrow account, they ALSO withdrew an additional {$8300.00}, for the XX/XX/XXXX tax bill. As of XX/XX/XXXX, XXXX XXXX County has NOT received any of this money. This overdrew our Escrow account, and they're attempting to raise our monthly payment by {$1000.00} in order to compensate the negative escrow balance they've created. I've called Shellpoint many times, including on XX/XX/XXXX, where I spoke with XXXX, XX/XX/XXXX where I spoke with XXXX XXXX, and XX/XX/XXXX where I spoke to XXXX in the tax department, and received different answers each time. Shellpoint needs to reimburse us the {$15000.00} they've taken from us. To further complicate matters, we are in the middle of refinancing our mortgage, so we've had to increase the loan payoff amount to cover a negative escrow balance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90808
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original loan was sold to New Rez and after the mandatory 5 year payment of mortgage insurance I called to have the MI dropped. I have asked multiple times to have a list of approved appraisal companys and have not received anything. On XX/XX/21 I received a letter stating my principal balance must be {$210000.00} before the MI is dropped. My principal balance is now {$210000.00} and yet they will need 60 days to review to see if Im eligible to drop the MI. After speaking with a manager ( XXXX XXXX ) he tells me they can do nothing and I will continue to have to pay the MI until it is review and I will not be refunded the MI over payment. It is a 60 day review process. Multiple people have stated Im not at the required percentage but NO one can provide a number. No one can give us an answer. This has been a 9 year battle!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: CARES ACT VIOLATION from Shellpoint. Credit Report Errors. Shellpoint submit WRONG CODE AC ( Late - Partial Payment per Arrangement ) to Credit Bureaus for Account # XXXX ( XXXX XXXX ) protected by CARES ACT during COVID 19 under FORBEARANCE and ACCOMODATIONS ( XXXX XXXX and XXXX XXXX XXXX with Shellpoint Mortgage Company ). This was wrong since my account should be CURRENT or XXXX code. My account was " CURRENT '' in XX/XX/XXXX BEFORE Forbearance. My forbearance started from XX/XX/XXXX and ended XX/XX/XXXX. Shellpoint offered me 4 equal options for ACCOMODATIONS. Within 30 days window after forbearance ends, on XX/XX/XXXX and XX/XX/XXXX, I reached out to Shellpoint and we both met an agreement on LOAN MODIFICATION ( My account is still " CURRENT '' at that point since it was covered by CARES ACT ). Shellpoint said that their paperwork takes time, so although we reached to an agreement, I must follow Shellpoint instructions to make trial payments on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I paid all 3 trial payments in advance, 1 payment on XX/XX/XXXX and 2 payments on XX/XX/XXXX. Shellpoint reported me code " XXXX '' -LATE - Partial payment per arrangement '' for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and still continue to delay the paperwork until today XX/XX/XXXX, and told me that they would continue reporting me " LATE '' until they can take time to finish paperwork (??? ) and they don't know when. They said if I would want to report " CURRENT '' in my account for XX/XX/XXXX, I must pay the entire lumpsum amount, $ XXXX which was the lumpsum of outstanding balance during forbearance. This totally goes against CARES ACT and contradicting to CARES ACT in which the government offered home owners 4 options equally so home owners don't have to pay the lumpsum all at once. Looks like Shellpoint tried to delay the documents while continued ruining home owners ' credit scores so home owners ' life will be ruined and home owners will have to borrow hard money loans to pay Shellpoint the lumpsum to stop the lie to credit bureaus from Shellpoint. I don't know what else I can tell you as I already lost 10 pounds due to the stress that this situation caused. I sent my complaint to Shellpoint from XX/XX/XXXX, and today is XX/XX/XXXX. 42 days in total and 12 days pass due after the 30 days window that Shellpoint should resolve my issues. They refused to do anything. Today is XX/XX/XXXX and all my paperwork was still not yet done by Shellpoint. Per my research on a lot of guidelines from CFPB and XXXX XXXX and XXXX, since my account was " CURRENT '' before FORBEARANCE, and I got into " ACCOMODATIONS '' immediately ( within 30 days after FORBEARANCE ), my account should be " CURRENT '' or at least " XXXX XXXX' ( Payment per Agreement ) which was a new code for Covid 19 situation to replace " XXXX '' and does not impact my credit. Looks like " CURRENT '' is better to use for my case as per CFPB guidelines on your websites. The bottom line is that I did not do anything wrong. I followed exactly CARES ACT and SHELLPOINT 's instructions. FOBEARANCE and ACCOMODATIONS are programs from the government to help home owners. Why was I penalized by Shellpoint and my credits got hit and my life was ruined by Shellpoint? PLEASE HELP ME!!! I am begging everyone who read my message as Shellpoint refused to correct their mistakes and do anything. Instead, they continue to delay the process due to " 3rd party '' they hire to handle documents and continue reporting " LATE '' status on my credit reports. This is still a going on situation without the END DATE and I can't do anything. I already paid all trial payments in advance. What else I can do???? Look forward to hearing from you. Please help me! XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In summary, I was behind in my mortgage payment, entered into a repayment arrangement with Shellpoint mortgage, paid them for the agreement ( Shellpoint cashed my check ). Listed my house for sale, sold it, set a closing date and then three weeks before closing Shellpoint sole my house out from under me knowing that I had a contract on my house. I lost over a XXXX XXXX dollars due to Shellpoints action. The details are below. I had been behind in my mortgage payments since XX/XX/XXXX. I entered into a three-month forbearance arrangement ( XXXX XXXX ), with Shellpoint. After the forbearance period I tried to speak with Shellpoint Mortgage Servicing concerning a payment plan which I could manage, but had no cooperation from them. They wanted the full back payment of over {$9000.00}. I was notified of foreclosure dated XX/XX/XXXX and Trustee Sale set for XX/XX/XXXX. On XX/XX/XXXX received a letter assigning XXXX XXXX as my point of contact with Shellpoint ( XXXX ). I never received any calls or messages from this individual nor was I able to speak with her when I called and so I spoke with a different individual every time I called them. I informed them that I was getting ready to sell my house which I was told was information that potentially could help. I listed my house on XX/XX/XXXX, unfortunately my realtor did not fax the list agreement to Shellpoint ( which I was not aware of at the time ). On the XX/XX/XXXX I spoke with Shellpoint customer service. I was informed that I had qualitied for a loan modification and that there would be a three-month trial period where I paid {$930.00} each month, thereafter there would be paperwork for a loan modification. I asked if I could pay all three payments at one time and was told I could, so I paid them {$1900.00} for XXXX, XXXX and XXXX, and was told they would be sending out paperwork to complete. Paperwork was received, notarized and sent back on XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX received a letter stating that they had not received said paperwork and needed it back by XXXX XXXX. I assumed that was because I had just mailed it. On XXXX XXXX I again received a letter stating that they had not received the paperwork. I spoke with Shellpoint customer service ( always a different individual ) on XXXX XX/XX/XXXX and told them that my house had sold and would close of XXXX XX/XX/XXXX. I asked if I could roll the XXXX payment into the escrow and was told yes. I was also told that there was some discrepancy with my paperwork, however not to worry about it because by the time they send the paperwork and got it back, the house would have closed. So, at that time I understood that everything was in order. On XXXX XXXX, just a little over three weeks before I closed on the sale of my house, I received a call from my realtor informing me that my house had been sold on the steps of the court house. I was shocked! My house was placed back into foreclosure on XX/XX/XXXX and sold on the XXXX without my knowledge. I was never informed that my house was back into foreclosure or the date of the sale. Phone calls to Shellpoint were worthless. My next payment was not due till XXXX. They said the paperwork had not been completed correctly. I informed them that their customer service rep told me that everything was good and not to worry about the paperwork. They said they were sorry. My house had been sold for {$300000.00} and I had put all my money into fixing it up to sell. I was depending on the money from the sale of the house. They sold my house for {$200000.00} and I wont see any money for nine months which doesn't help me now! Not to mention my realtor 's loss or the buyers loss, who had sold their house and then needed to find another one in 30days. This is not right and all Shellpoint has to say is " sorry ''. I was informed by the supervisor at Shellpoint, XXXX, that my POC had noted multiple times in her records that she had tried to get in touch with me and had left several messages, however she was unable to tell me what phone number she called from or what number she was calling. My phone records don't reflect this as far as I can tell. I have no messages on my phone from her. I did find one email informing me that they were denying my loan modification. I have thousands of emails on my phone. I do not use email or computers well. I rely on the postal service. I have to have my neighbor come over and help when I need to do something on the computer. And why would she send an email with such important information? All previous notifications were by mail. I did receive mail after the house was sold that informed me that my loan modification had been denied and to contact them for foreclosure alternatives.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 3RD COMPLAINT! XXXX XXXX XXXX ext XXXX WORST REP! NEVER RESPONDED TO OTHER 2 COMPLAINTS! need ORIGNAL COPIES OF XXXX XXXX ORIGINATOR OF LOAN! Showed proof of faxes since XXXX had a XXXX apt to call me back NEVER DID!!!!!!! FILED XXXX PRO XXXX SEND AUTHORIZATION FOR RECOVERY MODIFICTION.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A