Date Received: 2021-11-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Delinquency reported XX/XX/2020 XX/XX/2020 and XX/XX/2020 by Shellpoint mortgage I was affected by COVID-XX/XX/XXXX I was with another mortgage at that time. They put my in a FB Plan which was designed to protect me from credit impact. They placed me on a FB plan in XX/XX/XXXX but then transferred me too shellpoint on XX/XX/2020 while still in FB. Upon acquiring my mortgage Shellpoint proceeds to report me delinquent during this protection period. They were aware of the COVID XX/XX/XXXX bcse they were in direct contact with me too complete a modification due too missed payments. I was unaware of the reporting until I attempted too refinance my mortgage. I have contacted Shellpoint regarding this matter. My last conversation I had with them is that correction will be completed. Thats was 3 months ago.. I have missed out on opportunities for refinancing and taking advantage of these low rates. Please assist with getting them too updat the credit reporting with all 4 credit agencies
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: XXXX and XXXX XXXX are in collusion with violating the DODD FRANK ACT AND FCRA 15 USC SECTION 1681g.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: AR
Zip: 72761
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: in XX/XX/XXXX I took a loan out to by a home and in XXXX I fell behind on my payments I then reached out to find out how much I was behind and paid the amount in witch they had given me to bring my loan current in XX/XX/XXXX witch was about {$11000.00}. in XX/XX/XXXX i was notified that i had fallen behind again due to the figures that they had given me in XX/XX/XXXX were miss calculated and that it put me back three months behind then in XX/XX/XXXX i made a payment of {$2500.00} in witch was returned to me and I was told that they will not except any payments unless I made the full payment to catch up on my loan since then I fell to far behind to catch up. Since then i have tried modifications in witch i was denied several times I had even gotten help from a company called XXXX to help me through the modification process to make sure that I was handling everything correctly once submitted and I was waiting on a response the company switched servicers and I was told that I would have to start over so i went to look for other help in doing so I found out that there were several things that were wrong with my loan witch the banks involved know and now they have a sale date XX/XX/XXXX for my home when they have no standing to do so companies and or banks involved : XX/XX/XXXX XX/XX/XXXX, XXXX XXXX, XXXX, XX/XX/XXXX AS TRUSTEE FOR SECURITIZED TRUST ALTERNITIVE LOAN XXXX XX/XX/XXXX, XX/XX/XXXX, MORTGAGE ELECTRONIC REGISTRA- TION, ( " MERS '' ) ALSO : XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28226
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My uncle passed away and Ive been trying to assume his home since XX/XX/XXXX. Ive been in contact with every department, Ive submitted all the required paperwork and have since been ghosted by the company. I reached out to there assumptions department in regards to the current status and what I need to do next but after multiple attempts I havent heard anything back since XX/XX/XXXX. Ive taken it upon myself to email any and everyone I can with the company ( at this point Ive emailed 14 different people ) and have not had a single response. Every time I call no one knows what the status is and says that the assumptions department doesnt have a phone number and can only be reached via email. My uncles house has been in default since XX/XX/XXXX, I told the company NUMEROUS times via telephone and email that I am willing to pay any and all arrears in full to make the payments up-to-date as long as the title can be transferred to my name. Ive been told I can sell the house ( I dont own the house so Im confused as to how they will let me sell a property that isnt mine ) I was also told that I can do a loan modification ( once again, how can you modify a loan that is not yours?? ) every person I talk to has a different answer. My contract for the assumption was submitted on XX/XX/XXXX, to which I was told was never received so I sent it again XX/XX/XXXX and finally they put it in my file. After speaking with multiple people, fighting this for weeks on end and being pushed off into department after department, I finally spoke with a woman named XXXX XXXX who told me she would be giving me a call on XX/XX/XXXX after investigating the status of the loan and I never received a call, Ive attempted to reach out to her numerous times via telephone and email with no response. Its hard enough to lose a family member, let alone a house during the holiday season. At this point Ive exhausted all my options and still dont have answers.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 23228
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had an ongoing problem with Shellpoint mortgage. I have consistently fully paid the mortgage monthly since its inception and have never missed a payment. The loan was established without an escrow, and I have paid the insurance and taxes without lapse. On numerous occasions, I have supplied proof of insurance to Shellpoint, but they have not updated their records, and have applied lender placed coverage on the loan and added the cost to an escrow balance on the account. Since I already have insurance on the property, I refused to pay the escrow balance, and have asked Shellpoint to rectify this situation. This has been an ongoing issue with them for the past 2 years, and they have not corrected their records. They are now calling me non-stop trying to collect the balance and show the loan 60 days in arrears which is negatively impacting my credit. I provided Shellpoint full proof of insurance coverage for the past two years including building liability and flood insurance policies via email to XXXX XXXX XXXX XXXX XXXX on XX/XX/2021 and have requested that they correct their records. Rather than update their information, I have received 2 additional letters from them demanding proof of insurance. I have tried to resolve this issue through Shellpoint 's customer service, but find them to be useless. Instead of resolving the issue, they tell me they will file a complaint and request that I send the proof of insurance to the email address that I referenced above. I recently tried to refinance the property to get away from Shellpoint, but the negative impact they are having on my credit is preventing me from refinancing. I need your help to get this resolved and will provide any and all documentation you need to resolve this issue with Shellpoint
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2021-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan, Loan Number XXXX, was transferred to Shellpoint Mortgage from XXXX XXXX XXXX on XX/XX/2021. The property address is XXXX XXXX XXXX. Unable to pay mortgage as Shellpoint has disabled my online access as shown in the attachments. Shellpoint then raised the interest rate on the account from 5.5 % to 10 %. Per section 2 of the Promissory Note, you will pay interest at a rate of 10 % following any default as described in section 6B of the Promissory Note. This is in violation of the Agreed Consent that both parties agreed to in the Bankruptcy procedures. Notice of Foreclosure_______________________ You sent a notice of foreclosure to the insurance company, who in effect, cancelled the policy. I have been told that foreclosure procedures have not yet started and I am unsure why they would receive a notice of something like this before me ( or at all ). This needs to be corrected and you need to cease sending notices to the property address ( es ), the insurance company, or anyone other than me as I am revoking the right for you to share information regarding my account ( s ). Bankruptcy_______________________________ My attorney filed an Amended Plan requesting the arrears to be placed as a deferred non-interest bearing principal balance and after the Chapter XXXX Plan was confirmed. XXXX has NOT updated the account with the terms of that confirmed plan. XXXX violated these terms when they increased the interest rate to 10 % during an OPEN BANKRUPTCY CASE and has failed to correct this. Additionally, the promissory note identifies a late charge of 10 % of the overdue payment can be applied to the account as a late charge. It DOES NOT give XXXX permissive right to increase the default interest rate from 5.5 % to 10 % throughout the remaining term of the loan, which XXXX took it upon themselves to do as previously indicated. COVID-19 Loss Mitigation____________________________ I applied for loss mitigation options o and you have repeated stalled my request ( denial attached ) Many of the issues addressed have been addressed several times and sent several times. It should go without saying that I should not expect these attorneys fees to be added to my account but caution that if they have been in any form, they should be remove immediately. I advised that I am seeking relief due to the COVID-19 pandemic and have been denied. I requested that this account be reviewed for COVID assistance options on three separate occasions. Your repeated denial of this assistance is illegal under the CARES ACT. I am also requesting the COVID-19 Recovery Modification as defined by the CARES ACT to be processed to my loan. Ceasing Contact _____________________________ I recently advised Shellpoint on a recored line that the company was in bankruptcy after she called me three times back consecutively more than a year ago. Mailing harassing correspondence to myself and my tenants, after the commencement of the Bankruptcy Case ( which is in itself a violation of the automatic stay ) that can result in further loss of income and a separate reason for me to take legal action. Therefore, ( yet again ) I have repeated requested you stop contacting me via phone and I never provided you nor consented for you to contact my personal phone line on ending in XXXX. Furthermore, contact future contact regarding the property only needs to be mailed directly to me or my attorney and not to the property itself. The tenants receive these notices and refuse to pay. The other matters addressed in my complaints on file with the CFPB, XXXX, state agencies, as well as sent directly to your office, including the illegal credit reporting, the issues regarding dual tracking, and, the harassing calls in violation of the Fair Debt Collection Act and the penalties that can be accessed under the are all thing I am available to discuss via email only. Privacy Policy _____________________________ Per the following Privacy Policy " By clicking Submit I authorize NewRez LLC, its service providers, and/or its affiliates to call me or send me text ( SMS/MMS ) messages about my mortgage loan, including servicing and for collection, at the residential or cellular telephone number ( s ) I provided ( including the use of an automatic telephone dialing system or an artificial prerecorded voice ) even if that telephone number is on a corporate, State or national Do Not Call registry. You do not have to agree to receive such calls or messages as a condition of getting any services from NewRez LLC or its affiliates. Message and data rates may apply. Click here to view our Privacy Policy, '' I REVOKE MY CONSENT to be contacted by call or sms/mms messages about my mortgage loan. " To expedite processing, please refrain from additional correspondence via US Mail and direct all future correspondence regarding the matter to this email address as I did not receive this notice on the date indicated. Instead of compiling, the relationship manager '' decided to keep asking for documents that were were not relevant to my situations, initiate foreclosure proceedings while there was an active loss mitigation application in file ( and after the commencement of a automatic stay ), not credit payments to the account, and ignore request where I tried to get the notes performing again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2021-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX I tried to work out a loan modification. however, due to covid and being self employed, I was unable to make payments. THey just denied my forberance request due to me " previously being on the plan ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2021-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To : CFPB From : XXXX XXXX Re : Shellpoint mortgage not honing pour modification on new porched loan & not allowing payments to be made having reps steer owner into short selling property at discount A. My property was under modification under the previous lender named XXXX XXXX XXXX. When Shellpoint Mortgage become the new lender, they did not honor the old agreement ( loan modification ) that was set in place by previous lender. B. Once Shellpoint Mortgage took over the property loan an additional letter was received with an incorrect amount owed and updated terms which stated that I had 30 days to notify them if anything was wrong with the information documented regarding my account. I responded to Shellpoint Mortgage via certified mail that the balance that was incorrect and that my loan was modified days before they obtained the loan. I also notified Shellpoint that the loan should reflect a different balance with the past due payments being placed on the end of the loan per the loan modification program. C. I contacted Shellpoint Mortgage and they made the change on the amount of the loan but told me to wait on the paperwork regarding the loan modification program, I could not make a payment until this was updated which could take up to 60 or 90 days. D. After I waited 90 days ; they told me my mortgage wasnt under the loan modification program and the balance needs to be paid in full of the old lender ( XXXX XXXX XXXX ) as well as additional fees. E. Shellpoint Mortgage refused to refinance the current loan/mortgage and shared they will send paperwork out to start a short sale of the property. F. What happen next ; while I was under the loan modification they took the liberty to put late payments on my credit report in a deliberate attempt to stop me from looking at other lenders to keep my property while not honoring the agreement and putting false information on my credit report. G. What I would like to take place is for Shellpoint Mortgage to remove all negative information from my credit reports while this matter is under investigation because this is negatively impacting my lively hood and ability to seek additional financial assistance to rectify the past due balances on my mortgage. Shellpoint Mortgage failed to follow the Fair Debt Credit Act and their reporting practices needs to be investigated further. H. Lastly, I would also like for them to comply with the original loan modification agreement filed with XXXX XXXX XXXX before the mortgage was sold to Shellpoint Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for mortgage assistance through XXXX XXXX XXXX XXXX for XXXX, XXXX and then the following 6 months until XX/XX/2022. I've contacted my mortgage company numerous times through email, and phone. Every time I get a response fron Shellpoint Mortgage Servicing LLC ( NewRez LLC ) it's always different answer, but in same form of " We Don't Know anything about it '', or " That's not my department ''. It's very frustrating. I would then reach out to XXXX XXXX XXXX XXXX if they heard back from Shellpoint, and nothing. It's just overly annoying when I have to do all the work my mortgage company should be doing, and to be approved and not be able to apply to my mortgage account. This is the main reason for my missed payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45245
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been having problems with Shellpoint mortgage servicing for over a year. In the year XXXX we had a some financial setbacks and they put us a forbearance plan and then the covid 19 hit us hard and they again awarded us a covid forbearance plan around XXXX of XXXX. We felt comfortable starting our payments again and were told that we had to come up with XXXX dollars up front. We didn't have anything close to that. We hired a attorney firm to work with us and still haven't resolved this nightmare. It's been 9 months and they still seem to make some excuse why they haven't come to a decision. We asked for a modification and they said we had too much equity in the house to qualify. In XXXX of this year they said it was sent to the underwriters and we have not heard anything. They keep telling our attorney some excuse after another. Our attorney as asked numerous times to escalate this matter to no avail. It has physically and mentally effected both of us. They have not contacted us by letter, email or phone call in over a year and it is up to XXXX to make it current, which is impossible for us to come up with. We just want to start making payments or go to another loan company. thank you very much
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 930XX
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A