Date Received: 2021-11-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Due to covid related unemployment and decrease in income we applied for home mortgage modification and our application was approved or elegible for modification based on our income and current situiation our gross annual income is {$60000.00} and according to the guideline our modified payment should not be greater than 33 % our income But XXXX Mortgage company refused to modified our mortgage based on our income and send us modification agreement with the same interesrt rate of 4.25 % which we have currently with no interest or principal reduction to adjust our monthly payment even if i talk to the underwriter they refused to adjust the payment based on our current income.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern, I have proof from my banking institution that my mortgage holders successfully received every payment in full through to this date. When the previous mortgage company, XXXX XXXX, changed hands to Shellpoint, my ongoing problem began on XX/XX/XXXX. Shellpoint has consistently, month after month, claimed I was a month behind in my mortgage payments, charging me a late fee and affecting my credit. I have regularly called and written to Shellpoint to provide adequate proof of every payment they have questioned thus far. Shellpoint never assigned a solitary account representative to work with me to see this through to a resolution. The response is always, if you have any further questions, feel free to reach out to us. In our last communication dated XX/XX/XXXX, Shellpoint responded : that they rectified the XXXX payment in question, but now XX/XX/XXXX, was made in short, which is not the case. This situation has been ongoing for over a year now. I can not continue to go through this anymore. Shellpoint continues to give me the runaround. Shellpoint has yet to claim the missing payment ( since there isn't one ) but continues to charge me late fees. I made all of my mortgage payments on time. Regarding the XX/XX/XXXX payment that I made to XXXX XXXX, I sent a partial payment to match the funds in my Suspense account. In XXXX, the following statement from XXXX XXXX showed the XXXX payment I made was payment in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried to file this complaint on yesterday and show that before it can even be investigated that it has already been closed by the CFPB. This service come is bad. When I go on line and report to the XXXX there are hundreds of complaints of the poor service they do for the consumer. My complaint is still that they add fees and charges and hold payments for months and then report that you are late to the credit bureaus. This information is not true and I have sent them the factual information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made complaints regarding the service company that this company has hired and have not been able to get any action from the servicing company so I am asking that this company fix there client. I have pages of documents of how they do not service my home loan correctly and then make my credit report bad. I have sent this information to the credit bureaus. This servicing coming is rate bad on the XXXX and why XXXXXXXX XXXX uses them is questionable.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I submitted complaint number XXXX to the CFPB regarding the servicing of my mortgage loan by Shellpoint Mortgage Servicing and the handling of my escrow account. That complaint was a follow-up regarding ongoing issues that were addressed in CFPB complaint number XXXX, which remain unresolved. My mortgage is coming off of forbearance and will be due for the XX/XX/XXXX payment. Shellpoint has not provided any information on the deferral of all back payments. Additionally, the company has to date, refused to provide an up-to-date escrow analysis and a breakdown of what my mortgage payments will be with the escrow shortage spread out over a 5 year ( 60 month ) period. It appears that they are attempting to ensure that I am in default and therefore subject to foreclosure. In my last complaint I requested a complete transaction history from inception. Shellpoint 's response was that they do not have any history prior to XXXX. If this is true, Shellpoint has no basis for determining what has been paid or what is owed on my mortgage. As stated in my prior complaints : On XX/XX/XXXX, I sent the attached letter ( Qualified Written Request " QWR '' ) to Shellpoint Mortgage Servicing which was completely ignored. Under the law, Shellpoint was required under Section 6 ( e ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ), to confirm receipt of the letter within five ( 5 ) business days and respond with an answer within thirty ( 30 ) business days. On XX/XX/XXXX, I sent a second ( 2nd ) letter to XXXX XXXX, the COE of Shellpoint Mortgage via FedEx. ( see attached letter dated XX/XX/XXXX ). To date Shellpoint has not resolved the issues. I will be resuming payments on XX/XX/XXXX and have not been informed of the : 1. ) Total amount that is being deferred and total amount owed on my mortgage including all deferred amounts. 2. ) The terms of that deferral, whether it be a recast changing the maturity date or a balloon payment- To be clear, I want a complete written breakdown of my loan, the amount owed, the amounts ( all amounts ) deferred on my loan ( past & present ). 3. ) An accurate and up to date escrow analysis as of XX/XX/XXXX - Including evidence of any and all expenditures listed as escrow advances 4. ) A written copy of the servicer 's guidelines ( from the investor ) that clearly shows that escrows can not be included in deferrals. 5. ) A complete written explanation of what can be done with escrow shortages again, from the investor ) 6. ) A payment breakdown that includes my current monthly payment with taxes and insurance ( based on an up-to-date accurate escrow analysis ) AND A breakdown of what the escrow shortage payments will be over a 5 year period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I finally was able to receive a response from Shellpoint mortgage regarding issues with my load modification process and credit reporting 's. I am now writing because I do not agree with they decision made by the lender. in their response they state that because i did not use their mobile notary that they will not remove/ or make an accurate remark on my credit report... I am now asking Shellpoint to review all calls and emails between my self and Shellpoint. At no moment was I offered to have a mobile notary come to my house, in fact I was unware of this service as my side point contact XXXX XXXX never informed of this. once the recording are review of my phone calls/ email communication you will find out that this is the truth. I am aware of the cares act and thus the reason I had my 1st loan modification agreement notarized on my own and paid for on my own so that everything would be sent in on time which was the case. the issues started with the notary from XXXX acknowledging the witness as the primary so this agreement was not accepted. When I received the second agreement I called XXXX XXXX and asked why I received another agreement to which she let me know the reason as stated above. In no moment did she offer me a mobile notary. so i went out again to have this agreement notarized on my own and sent in. I then received a 3rd agreement because Shellpoint put the incorrect amount on the second one. At this point I called Shellpoint as i was upset that this kept happening. It was not until this phone call that i was told about the mobile notary which i requested to go home .... in the recorded call I remember specifically telling the customer service rep that I wish I knew about this mobile notary because I would have had from the start of this process. In Shellpoints response they state that they will not do anything regarding the first credit reporting because I decline their mobile service. This is 100 % false information I never once declined a mobile notary. I am asking as a customer for the compliance team at Shellpoint dig a little further into this matter by actually listening to all the reordered calls and emails to see that I have no fault at all in what has transpired into such a huge matter that is now hurting my credit score. In fact I remember specific conversations with XXXX XXXX that again are recorded where not once did she mention a Mobile Notary and all the false information she was providing me with. the delay in processing my final agreement has been severely delayed because of the fault of others, the notaries no doing the correct things, Shellpoint putting the wrong amount of one of the agreements and XXXX XXXX giving me false information. Again the response to my first complaint needs to be looked at a little further to uncover the truth as to what really went happened. I for sure don't appreciate the lie in the response about me declining the fist mobile notary. none of this has been my fault. I as a customer have done everything i need to do on my end all the agreements were sent in ; in a timely manner. the delays have been at fault of others. I am asking for this to be looked into so that all credit reporting 's are accurate
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan with New Rez was paid in full on XX/XX/21 when I sold my home. There was an impound escrow account with a balance of {$2800.00} that was due back to me as a refund. I have called New Rez numerous times ( XX/XX/21, XX/XX/21, XX/XX/21 ) and the service agents couldnt explain the delay until the last call on XX/XX/21. That agent, XXXX took my banking routing information and said the refund would be deposited in a day or two. Its now 3 days and almost 2 months since the mortgage was paid in full. I read that they have 20 days to issue that refund and we are well beyond that time frame. Account # XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92264
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage bank has changed my point of contact multiple times. I am unable to reach them on the phone or email. I have sent multiple emails to the last 3 point of contact they have changed me within this year and none have responded to my emails. I called and spoke to a customer representative Ms. XXXX XXXX, I explained to her I couldnt reach my point of contact XXXX XXXX and had send sent her an email requesting a FHA COVID-19 Loss Mitigation Options ( COVID-19 Recovery Modification ) for owner occupied house ; she said XXXX XXXX is no longer with Shellpoint Mortgage and my new point of contact was XXXX XXXX, she said Ms. XXXX will call me within 3 days but I have not received any calls or response to my email letter from her. I also left a voicemail to Ms XXXX. I found out a week later that the email Ms XXXX XXXX gave me for Ms. XXXX is wrong and I sent an email to new email for Ms. XXXX. I am confused and very afraid because Shellpoint Mortgage has sent me multiple letters saying I owe and may face foreclosure. Also on XX/XX/2021 an agent representing Shellpoint Mortgage came to take photos from my house, he told personal information to my friend that was outside, he told her my name and told her he was from Mortgage XXXX and that it could be a foreclosure of my home. Before XXXX pandemic I never took forbearance or made any loan modification. My forbearance ended on XX/XX/2021 and that day I sent email to my then point of contact at XXXX Mortgage requesting FHA COVID-19 Loss Mitigation Options ( COVID-19 Recovery Modification ) for owner occupied house. In that email that I sent to multiple point of contacts, I also attached my offer letter for a new job Im starting on XX/XX/2021. I read online that if I can not reach my Mortgage Bank and start modification within 30 days after end of forbearance that the mortgage bank can start foreclosure proceedings on me even during Covid-19 pandemic. I have being deeply affected by Covid-19 and lost many loved ones, I have nowhere to go if my home is foreclosed. I have tried to contact my mortgage bank through multiple means and unable to reach the point of contact for my case who can explain to me the process and help me with FHA COVID-19 Recovery Modification after forbearance with current payment moved to end of loan claim. I can attached offer letter I sent Shellpoint Mortgage showing my reduced income, Photos of Shellpoint mortgage agent who spoke with my friend outside my house. I can also attach letter I sent to multiple Shellpoint point of contacts where I request FHA COVID-19 Recovery Modification after forbearance.
Company Response:
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I haven't received my XX/XX/XXXX mortgage statement from Shellpoint Mortgage servicing so I went online to get a copy of my statement ( statement date XX/XX/XXXX ). In the 'transaction activity ' section it stated that on XX/XX/XXXX I was charged a {$79.00} Late Charge due to not making a full payment by XX/XX/XXXX. Yet the same 'transaction activity ' section shows that they got a payment on XX/XX/XXXX a day before it was due. I called the XXXX phone number to speak with someone about why I was being charged a late fee and why my statement said I owed {$3700.00}. She looking into it and re-assigned my XX/XX/XXXX 'Principal Only Payment ' to a 'Regular Payment ' she also claimed to have taken the late charge off my account. She then asked me to check my account online and said it would show the changes she had made. As requested I checked my online statement which still showed that I had not made an XX/XX/XXXX payment and that I was late. She then told me it could take a few months for the change she requested to show up on my account. I then asked if I did in fact owe {$3700.00} as per my XX/XX/XXXX statement and she told me know due to the changes she had requested I should only owe my normal payment. I then asked if they would then issue a new statement to reflect that I didn't owe {$3700.00}, and she said no. I then asked if I could get something in writing stating that I didn't owe {$3700.00} on XX/XX/XXXX and she again said no. We also spoke of the fact that they had sent me a bill for {$120.00} in additional escrow owed in XX/XX/XXXX but for which they didn't cash my check till 3 months later in XXXX. She explained that it probably got lost in the mail. Ever since my mortgage servicing was changed from Greentree to Ditech to Shellpoint I have had problems with them properly posting my payments. They are always late and often mis-assign the over payments ( extra principal payment ) that I have made every single payment since the origination of this loan. I have over paid for almost 16 years now. I now have an XXXX FICO score and don't need a late payment on my credit rating due to Shellpoint mortgage improperly assigning my on-time payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My home was impacted by Hurricane Irma on XX/XX/XXXX. After my homeowners insurance company and FEMA denied assistance to repair damages I applied for the Rebuild Florida program ( Rebuild Florida is a program of the Florida Department of Economic Opportunity ( DEO ) created to help Floridas long-term recovery efforts from recent hurricanes. ). Based on the age of my home Rebuild Florida will be replacing the dewling. One accepted I was responsible to submit several forms to the program 1 form needed to be signed by my lender, " lienholder consent form. '' I sent this form to Shellpoint Mortage and received an initial response that they were in possession of my request on XX/XX/XXXX. Subsequently, I received another letter on XX/XX/XXXX, that stated " Reference Number : XXXX Dear XXXX XXXX : This letter is in response to your recent inquiry regarding the above referenced loan. Shellpoint Mortgage Servicing ( " Shellpoint ) began servicing the loan on or about XX/XX/XXXX. Please be advised, the requested document from Rebuild Florida has been submitted to the appropriate department for execution. Additionally, a request has been submitted to have the mobile home title released and to prepare and send a bailee letter with the executed document. Once completed, the title release documentation and bailee letter will be sent directly to Rebuild Florida at the address provided to them. This should be completed in the coming days. As of the date of this communication the loan is current with the next installment due XX/XX/XXXX. Please accept our sincere apologies for any delay regarding this issue. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any additional questions or concerns, please contact our Customer Service department at XXXX. '' I had thought this was all taken care of until Rebuild Florida again asked for the document again in XXXX on XXXX. Since I had now a new case worker for the program I assumed that Rebuild Florida had lost the document and requested another from Shellpoint to which this is the reply : " Shellpoint acknowledges receipt of your inquiry on or about XX/XX/XXXX about a form from Rebuild Florida which requires execution and return to a XXXX XXXX within the organization. In reviewing this matter, we confirmed that you previously submitted the same or similar correspondence to which we provided a response letter on XX/XX/XXXX that indicated the requested document ( s ) /information would be provided to Rebuild Florida shortly thereafter. Further review has revealed that, unfortunately, the requested document ( s ) /information was not provided to Rebuild Florida . The issue with completing Rebuild Floridas form is that our records and research show that the mobile was converted to real property. In Florida, once a manufactured home qualifies as real property, the homeowner is required to surrender the certificate of title to the XXXX XXXX XXXX XXXX, so it is unclear at this time whether Shellpoint has the original title to provide Rebuild Florida. Furthermore, it is generally impermissible to demolish and/or remove the home from the property, as outlined in your Mortgage. We have coordinated efforts with our Corporate Counsel, who, on or about XX/XX/XXXX, began attempts to contact Rebuild Florida directly, to confirm the nature of the assistance to be provided, what information is needed to facilitate their offer, and whether we can/will provide same. We apologize for the delay in fully addressing your concerns, but please know that Shellpoint is thoroughly researching this matter and taking it seriously. Once our investigation is complete, you will be notified of the outcome under separate cover. In the interim, please complete the enclosed Third-Party Authorization Form and return it to our Loan Servicing Department via mail to XXXX XXXX XXXX XXXX, XXXX, SC XXXX, fax to ( XXXX ) XXXX, email to XXXX, or online upload via the web portal. Your correspondence requested that we communicate directly with Ms. XXXX of Rebuild Florida ; however, we do not have proper record that you authorized MsXXXX XXXX to receive account information. According to privacy laws, Shellpoint can only release information regarding the loan to the mortgagor, mortgagors authorized representative, or executor/executrix of an estate. Upon receipt of the required documentation, our records will be updated accordingly. '' I have added my caseworker from Rebuild Florida to my mortgage as a contact. I have called numerous times ( to no avail ) and so has my caseworker, I have sent correspondence and requests for assistance through Shellpoint 's Portal, I have attempted to utilize Shellpoint 's chat feature, I have asked where there was an office that I could and would travel to so that I might settle this issue as I have 2 weeks before I am supposed to vacate my home for a replacement... there is NO office, there is no communication back, there is nothing. I am sitting here for years in a home that needs repairs ( repairs that should have been covered by XXXX XXXX ) that I can not fix ( per Rebuild Florida ) and now should this all fall apart I can not afford the repairs that the home will need.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A