Date Received: 2021-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint involves Shellpoint Mortgaging Services. A few years back I did have financial problem which resulted my having to hire an attorney and complete a Mortgage Loan Modification. I spent on this particular attorney approximately {$7000.00}. The Modification was completed, accepted by myself and Shellpoint. However, almost immediately I began experiencing problems with them. I have not missed one payment since, however, the company continues to send me notices of payments owed ( which I have not been or presently been behind ). They have changed the loan amount several times- they have constantly billed me for 3-4 months at a time without warrant and have been sending individuals to take pictures of my property. I have since hired several attorneys to rectify this problem- I am currently on my 4th as no one can seem to understand or resolve this problem or if it does get corrected it only last a month or two and goes back to the same nonsense. I honor my modification and pay faithfully every month ( receipts to prove ). They do not acknowledge ... .I am XXXX and still working at my same employment for 46 years ( thankfully ). I can not any longer take the stress of their incompetence, falsehoods - every time I get i corrected through an attorney the " fix '' last for a month or " two '' only. Something has to be done - I can not keep hiring attorneys for a " quick '' fix - lose money for nothing. I have no family to fall back on- it is downright frightening to see someone pull up to your house and start taking pictures as if they were foreclosing - again I have not missed a beat and back. I am sooooo tired of receiving statements such monthly payment due {$9000.00} or some other ridiculous amount - no acknowledgement of regular payments. This is making me sick - I am constantly nervous just waiting for what is next - I need help badly. Thank you.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Please remove all accounts listed, my information was compromised in a Data Breach. This debt has not been validated.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been calling Shellpoint at least once a week since mid XXXX regarding a tax bill that was paid LATE by the company from my escrow account for my Town of XXXX taxes. Since it was paid late by Shellpoint, the late fee is Shellpoint 's responsibility. They used MY money from MY escrow account to pay the late fee of {$130.00}. I received a letter from Shellpoint ( attached ) admitting their error & I would be refunded this amount. I also was told over the phone multiple times by multiple agents ( on recorded lines ) that I am entitled to the refund. Every time I call I start the process over of explaining the situation. For almost 2 months, I am told it is pending, or it will be in review for 60 days, or it will be 3 to 5 business days to review & call me back, or sometimes told there was no error! Supervisors escalate the situation & say they will call me back but never follow through. Blatant lies on many occasions. I am still waiting on my refund and want my money now. I am done waiting. This is their error and the amount of time and effort I spend weekly on this is unjust.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CT
Zip: 06877
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was contacted by the mortgage servicing company regarding whether I had experienced any financial hardship due to COVID-19. Since I loss approximately {$40000.00} due to COVID, I inform them of that issue. After discussing it with them on the telephone, they sent me a letter date XX/XX/XXXX stating that I was " Approved for a Forbearance and Deferral Plan ''. On three separate occasions, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, they sent me letters stating that my forbearance plan was being extended. I also talked to their agent, via telephone, on each occasion. The agent informed me that the deferred payments could be moved to the end of the loan and/or the loan could be modified -- which could include a lowering of the interest rate on my mortgage loan. I was also told, over the phone and in writing, that " we will cease any negative reporting to the credit bureaus ''. That turned out not to be true -- the mortgage service company reported, to all three credit bureaus, my mortgage as in default. The mortgage servicing company has now completely ruined my " good credit standing ''. Keeping in mind, I had not missed any mortgage payments prior to the forbearance plan being implemented -- -and, I have had this mortgage for 16 years. At the conclusion of the forbearance plan, I talked to the mortgage service company 's agent and told her that I could resume paying my mortgage again, as before, beginning XX/XX/XXXX. I was told that was fine, however, I needed to make three ( 3 ) consecutive payments before the forbearance balance would be added to the back of the loan, and/or before I would be eligible for an interest rate reduction [ mortgage modification ]. Accordingly, I made my standard XXXX mortgage payment. However, when I made my XXXX payment, which we do through " Bill Pay '' with our bank, I received written notification from our bank, several days later, that the payment was rejected by our mortgage servicing company. The mortgage servicing company was now refusing to accept our mortgage payments. I called the company and I was told that I had a new " point of contact '' that would be assisting me with my various options. Upon contacting this new " point of contact '', I was informed that, although it may be difficult to make the decision to leave your home, that I was conditionally approved for the following -- - I had to immediately pay all of the back forbearance payments, or agree to a Short Sale of our home, or provide the mortgage servicing company with a Deed-in-Lieu of foreclosure. On XX/XX/XXXX, at XXXX, the mortgage servicing company, and/or the bank they represent [ XXXX ], sent someone out to our house to take pictures. They said that they were with " asset management '' and that our house was in foreclosure. This all appears to be some sort of scam to steal our home. I have not yet contacted a lawyer, but unfortunately, I believe we will have to incur that expense. I can't fathom how any of this can be legal. As previously stated, we have been in our home for 16 years and have always made our mortgage payments in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX I suffered a major financial setback and was unable to make payments on my mortgage. I missed a payment and knew I needed help. The lender required me to be 3 months behind before they would entertain a modification. The process took longer than expected, but I never allowed the payment to be more than 90 days late ( 3 months ) and started making the trial modification payments on time immediately. The Lender has reported on my credit report 120 days ( not 90 ) as well as continued to reflect our payment as late during the trial modification. Once the modification was finalized we made those payments as agreed until such time as I sold the property. Because this was an FHA loan, part of the modification was a partial claim against the MIP. When I sold the home in XXXX of XXXX, that amount was paid back as part of the home 's payoffs. I am now attempting to purchase a new home, and because of the inaccurate reporting on the credit report, it appears that I was more than 5 months behind on payments when in fact I was never more than 3 and now I have to wait another year when I have worked very hard to improve my credit, save money and reestablish myself in a more affordable location. Inaccurately reporting the lates is not only causing a delay, but it also makes me wonder, if the amount charged to FHA for the partial claim was incorrect and inflated and if the amount that I had to pay back was incorrect. It is unfair to force someone to get behind in order to help them, and it is also inaccurate to reflect a payment as late when under a trial payment. The loan was being paid according to the new trial terms, and then paid under the final modification agreement.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AL
Zip: 361XX
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Lendee called Ditech, the lendor to inquire on balance owed. representative from lendor gave a figure of {$2800.00} and explained that as of XXXX a new lendor would have the loan and to make to sure to call the new lendor to obtain loan account # and ways to pay. XXXX a statement was received from Ditech by lendee showing a balance of {$10000.00} in which {$5800.00} was supposedly escrow balance. the monthly payment amount since conception of loan was {$610.00}, taxes and insurance were never escrowed. lendee was not in default on taxes, there were 3 total paid by lendor. however it was not a necessity because lendee paid taxes via a payment plan with the county and has done so for the past 12 years. lendee was not nor has been in default for county/land/school taxes. XX/XX/2020, Lendee sent a letter to lendor requesting a breakdown of all charges, paid, unpaid, dates and who was paid on lendees behalf, lendee requested the information be put in a way that could be understood by common folk. lendee received a loan history summary about 60 days later. The summary was too complex to be understood. It was what is internally used by folks who know the codes for mortgages etc. lendee sent another on XXXX letter to lendor and the lendors attorney requesting the same information again and again requesting it be written in a way that could be understood. over 60 days later once again, lendor sent to lendee another coded internal payment summary. from XX/XX/2020 to XX/XX/2020 Lendee sent a total of {$19000.00} reiterating that on XXXX Lendor stated the total balance owed to that date was {$10000.00} then taking into consideration the normal mortgage payment of {$610.00} x 8 months would be a total of {$4900.00}. Since the lendor paid taxes and now forced us into an escrow payment that amount would only be {$160.00} making a total monthly payment of {$780.00}. the lendor was attempting to charge a monthly payment of {$1500.00} to pay up the escrow, pay current charges and future charges. Lendee paid $ XXXX in 8 months. lendee stated the total due was {$10000.00}. 8 months of regular mortgage bill and escrow charges for future escrow payments should have been {$780.00} ( total taxes per year is {$1900.00} ) making that a total of {$6200.00}. {$6200.00} + $ XXXX {$16000.00} $ XXXX $ XXXX - {$2700.00} ( overpayment to lendor ) lendee also is inaccurately stated that they had to force insurance on lendee due to not having home owners insurance. lendee has sent proof of such many times to lendor. Matter of fact the binder of the XXXX insurance sends the proof to lendor each time as well. therefore lendor forced lendee to pay insurance in which is part of said escrow amount as well, according to the lendee. This is a enormous mistake on lendor part and is one of the several inaccuracies that has caused the lendee to now worry about losing the only home they have. lendee stopped accepting payments as of XX/XX/2020 and started the forclosure proceedings.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Once a year there is a payment that is not received by the lender or the lender places insurance on the account and creates this cascading of events where the lender places insurance on the account or sends notices about missed payment ( s ). I will send payments or upload information and it never really rectifies the problem. There seems to be a personal attempt to ruin any attempts on my part to stay in compliance regarding my agreed upon requirements. This has been going on since XX/XX/XXXX with the transfer of my loan to XXXX XXXX up until this point with Shellpoint. It was during the beginning of XX/XX/XXXX, the harassment intensified with the allegation that I did not submit insurance documents and has not been resolved as of this date. The mortgage company never removed the insurance placed insurance off my account and the payments never resumed after multiple calls and email attempts which documentation was supplied. The mortgage amount is supposed to be {$1.00}, XXXX and it changed back to the correct amount in XXXX and XX/XX/XXXX after they agreed the information was received after essentially calling me a liar, just for a few months later for them to indicate it was not received. Earlier this year, they did not issue a payment voucher, although I submitted payment. XX/XX/XXXX, a payment was mailed and they refused to cash the payment and the payment for XXXX was receive based on my tracking information from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2021-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I got out of the forbearance, when I became eligible for a flex modification in XX/XX/2021. I had contacted XXXX or XXXX XXXX about the company Shellpoint Mortgage who said even though I'm in a flex modification I'm not eligible for the flex interest rate. Ive done all the steps and thought this was to make my mortgage affordable since I'm without full-time work
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: For the last 18 months, I have been on COVID-19 mortgage forbearance. During that time, the lender was required to report my account as current, showing only the amount of the loan and the monthly payment and freeze any activity. Per advice from sources at that time, homeowners were advised to regularly check their credit reports to ensure that the lender was reporting the mortgage loan accurately. I became concerned when I noticed that the mortgage amount increased each month, which indicated some kind of activity. I questioned the lender in writing and by phone and never received an answer to any written query. My verbal queries to my lender contact resulted in advice to check with different departments within the bank. None of the departments replied. I resorted to filing 2 separate disputes with the credit reporting agencies to possibly get an answer. The dispute was noted as investigated, but no results were changed or explained. The amount of my loan as reported to the credit bureaus has continued to increase. In addition to the monthly increase to my mortgage balance, my credit scores have continued to be negatively impacted, having decreased by more than 12 points during the forbearance. The greater of my concerns about the lenders handling of my forbearance has been the multiple annual escrow reviews that have resulted in an increase in my monthly payment by more than {$330.00} since XX/XX/2021. These reviews do not appear to be based in fact, because my property taxes and insurance have decreased this year. The formula on which the bank bases its claims is a formula that includes projected amounts the bank has arbitrarily calculated. This formula does not produce accurate monthly escrow accruals, but also do not match with the increase amount reported to the credit reporting agencies. As of XX/XX/2021, my COVID forbearance will end and I will begin the loan reinstatement process. I have not been given reason to believe that this lender will act in good faith and resolve the discrepancies created during this time period. The lender continues to blur the lines between COVID forbearance guidelines set forth by HUD and their in-house hardship resolution process. As such, I am concerned that the lender will continue trying to force me into a product that is not consistent with HUD guidelines, but that will make it unnecessarily hard to resume pre-COVID mortgage payments. I have attached the following documents to further explain my concerns : 1 ) 2 credit reports from XXXX, dated XX/XX/2021 and XX/XX/2021. ( Note : I have obtained reports for these dates from all bureaus and can provide, if necessary ). 2 ) An XXXX dispute results page showing that my dispute was basically resolved by listing the new balance each month of the forbearance. My statement asking to specifically determine why the bank reported the increases was never addressed. ( Note : All 3 bureaus report similar resolution results ). 3 ) 2 monthly statements XX/XX/2021 and XX/XX/2021. 4 ) Two escrow review documents, dated XX/XX/2021 and XX/XX/2021. My complaint centers around the lenders reporting my mortgage to the credit bureaus in a manner that indicates an increase in the loan amount for reasons that are unclear and for which they have been unwilling or unable to explain. The statements I receive each month are inconsistent with what is reported to the credit bureau. The escrow calculations add to my concerns that the lender is applying pre-COVID procedures that will result in a reinstatement process that will increase rather than alleviate my mortgage burdens created by COVID. Despite working closely with the lender over the last eighteen month, I have received correspondence and had verbal conferences that have been confusing, contradictory, and coercive. When the forbearance ends on XX/XX/2021, I would like to resume payments that are equal or better to pre-COVID agreements, without changes to the terms ( i.e, interest rate increases and escrow overly high projections ), and that my credit standing be corrected and properly reported, with no penalties for having been on COVID forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2021-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was financed thru green tree on my mortgage on mu double wide manufactured home that i had on my property. I was being harrassed and lied to, called names and forced to pay up to 3 times a month my monthly payment. I paid every payment thru XXXX XXXX, as per their requirement, and they would tell me i was behind and threaten me and call me names until i would make a 2nd or 3rd monthly payment in the same month, i have all the reciepts and a printout showing the payments made. they harrassed me at work and home, green tree eventually came and took my manufactured home right off of my property, even though i was not actually behind on payments, and should not have been in foreclosure at all. i was actually paid way ahead because of their non stop insistance every month over and over again that i had to make additional payments. i lived in the manufactured home for fourteen years and then green tree came and removed the manufactured home right off of my property, right after they recieved another payment from me. i can not express in words, the problems and stress this caused me. there is no way to reimburse me for the stress and problems it caused me and my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A