Date Received: 2021-10-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I went into a forbearance plan in XXXX of XXXX when Covid hit. During this process i made sure to connect with my assigned contact to make sure that this would not affect me in any negative way. I was assured that there would be no problem fast forward to XXXX of XXXX my Forbearance was ending and i would resume my payments. I was specifically told my my point of contact that I would resume my payments in the month of XXXX so I called in to make my payment for XXXX. I was sent a loan modification agreement at the beginning of XXXX that needed to be notarized. Per my point of contact I was to NOT pay the month of XXXX because of the delay in getting the loan modification agreement. Since then i have received a total of 6 Loan modification agreements because of errors made either by Shellpoint Mortgage or the XXXX. I have sent everyone of these in ; in a timely manner. Because of others mistakes I am now paying the price which is not fair. Shellpoint Mortgage is reporting tho the credit bureau that I am not making my Mortgage payment when I indeed have been paying it since XXXX as i was instructed to do. I have tried a number of times to get this fixed and taken of my credit with no luck. Every time I call i get no where ... this is costing me a lot my credit went from a high XXXX down to a low XXXX. Please help I have no fault in this.I filed a formal complaint with Shellpoint and received a letter saying they were going to look in this but I have not heard anything else since. I have never payed my mortgage late. since the first reporting Shellpoint has gone and sent a second reporting of me not paying which is not accurate at all i have my bank statements that show I have been paying. I was told that the reporting would keep happening until they receive a complete agreement. as i mentioned i have sent in 6 of these agreements but they are not accepted because of errors Shellpoint made or the Notary made... I need to get the reporting of my credit report and have them stop reporting because again i have no fault in this delay. I appreciate your time with this matter and hope that i can get some help with this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I submitted a complaint ( complaint ID XXXX ) dated XX/XX/XXXX to Shellpoint regarding a mortgage debt collection that I do not owe. I provided an official document from the court dated XX/XX/XXXX, which stating " That in exchange for getting out of the mortgage and for Fannie Mae to take ownership of the property, there shall be no further obligations, now or in the future, for ( me ) ''. A response letter dated XX/XX/XXXX by XXXX XXXX, Compliance Department, Shellpoint Mortgage Servicing, stated " The documentation you provided may release your rights to the property, however, it does not release your financial obligation. ". XXXX XXXX also wrote " Finally, Shellpoint respectfully declines your request for compensation requested for your sibling. Shellpoint does not condone harassment or unprofessional communication with consumers as it is our goal to adhere to all state and federal laws and regulations concerning the servicing of loans ''. The property is owned by XXXX XXXX since the court date of XX/XX/XXXX. I am not responsible and can not be held liable for any liability/obligations, financial or non-financial, for this property. Shellpoint is violating my privacy rights to continue sending collection and communications to me regarding this property via registered and non-registered mails to my address in XXXX. Shellpoint should contact Fannie Mae as this property is owned by Fannie Mae. If Shellpoint continues to send letters via registered or non-registered mail, to my address in XXXX, what do you suggest my next legal step should be? Is a private company allowed to continue to ignore and violate my privacy rights? Best, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I send in the monthly payments they are holding them for up to three months before apply the payment and then adding additional fees inspections ( not sure who or what was inspected ) and change of the payment amount from {$1100.00} in XXXX to {$1600.00} on XXXX. There numbers do not add for the changes monthly. The late fees are not true for all payments are sent certified mail to make sure they are in and Certified check for payment. Not sure what the inspections fee are for? This company is a problem and does not respond.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My original mortgage was with XXXX and was sold to Shellpoint. I was unemployed due to a wrongful termination from work. I was granted a forbearance by XXXX in XX/XX/XXXX. I was to start work XX/XX/XXXX but Covid-19 prevented that. With Shellpoint I asked for and was granted a Covid forbearance. Now that my forbearance is over I was told that if I paid the 6 payments I missed before the Covid forbearance then and only then can I apply for a modification or deferment of the missed payments during Covid. I can never get in touch with my representative except through email. She has been pressuring me for over {$10000.00} but never explained clarity on the situation. Now after speaking to others at Shellpoint and NEVER a supervisor even though I have asked for one, I am being told that even if I make the 6 back payments I will not be granted a deferment or modification because I was 30 days past due on my mortgage before the Covid forbearance started. I am just being told this information. I am told the only thing i can do is to sell my house before they foreclose on me. I am working now and just want to start making my payments and keep my house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48093
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a XXXX XXXX backed mortgage and my servicer is Shellpoint. I completed my trial payment plan over 40 days ago. I am waiting for the approval, terms and amount of my monthly payment and documents since then. When I contact Shellpoint they only tell me my account is in escalation. They will not give me a timeframe to approval of the loan modification or when the forms will be sent to me. My fear is that this is continued poor compliance of Shellpoint re. Federal guidlines for COVID loan modification and they intend to use this delay to again fraudulently report me to the credit bureaus as delinquent or attempt to foreclose on my home as they threatened in a letter sent to me when I started the trial payment plan. In this letter they advised me that foreclosure was imminent. I would like to put the financial instability from the pandemic behind us and resume my mortgage without threat of foreclosure of ruin of my credit score. Shellpoint needs to complete my loan mod and inform me of the terms and provide the documents so I may meet my end of the compliance of 30 days to returns the docs. I can provide the foreclosure notice if needed to prove that Shellpoint threatened this during a moratorium.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my home in XXXX and Shellpoint Mortgage is the latest mortgage servicer. This is my primary residence and I live her with my wife and four daughters. Our hardship began in XXXX of XXXX when the XXXX pandemic hit. My job at the time involved inspecting people 's homes, which required much traveling throughout XXXX California. My job brought in a higher income for me because as an independent insurance adjuster, I made extra money off of mileage and overtime. Because of the pandemic, I had to cease all travel and could not be exposed to the public because catching the virus would be especially harmful for my family. I have XXXX and all XXXX of my daughters have XXXX. One of my daughter 's has an immune system compromising XXXX as well. In addition, my wife and I are the sole caregivers of my wife 's elderly mother who has XXXX XXXX. Because of all of this, my employer at the time allowed me to work strictly from my home office and adjusted my duties so that I wouldn't have to travel. Unfortunately, this was only going to be a temporary situation and as the pandemic continued and during this time, my income dropped dramatically because I was no longer getting the extra hours and income from the mileage. This continued through all of XXXX and into XXXX until my employer required that I go back to my regular duties, which I still could not do because of the pandemic. In XXXX of XXXX, I took a position with another company, XXXX XXXX, which allowed me to work from home permanently without having to travel or be around the public. My income increased only slightly, but still nowhere near what I was making before the pandemic. Shellpoint Mortgage allowed me to be in a forbearance program for the entire period until the moratorium ended on XX/XX/XXXX. I have tried to work with them to bring my mortgage current and resume my original payments, but they are continuing with the foreclosure process. They have allowed me only one option which was a payback plan. I owe over {$42000.00} in back mortgage payments and the plan they wanted to set me up in would require that I pay {$39000.00} down and an extra $ XXXX/month for six months. I don't feel asking for {$39000.00} ( due on XX/XX/XXXX ) is reasonable. They said I do not qualify for a payment deferral or modification and the repayment plan is the only option. If I can't come up with the {$39000.00} by XX/XX/XXXX, they will foreclose on my home. The have already started the foreclosure process and are working on establishing a sale date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95993
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Forced place insurance- when we proved 5 months prior to billing us that we had insurance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60302
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez Servicing currently services my residential mortgage loan. On XXXX, I paid off the loan in full and received an informal acknowledgement of that fact. However, I have not received any formal documentation showing the mortgage release. Secondly, XXXX, XXXX, and XXXX all show that the mortgage loan is still open with a balance. On approximately XXXX, I called NewRez Servicing to get this corrected. After an extended hold, I spoke with a representative. She stated that they had already sent a mortgage release letter ; however, I never received it. She stated that she would send a second letter. As of today, XXXX, I have not received that documentation. I also told her that my credit bureau information had not been updated to show that my mortgage had been paid in full. She connected me with another representative. He stated that he would have this corrected. As of today, I still have not received any documentation from NewRez showing that the credit bureau information has been updated.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: KY
Zip: 40383
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was mischarged {$890.00} by Shell Point Mortgage Service company for Lender Placed Hazard Disbursement ( insurance coverage ) even though I have already promptly provided my insurance cover page. I received empty promises that the company is going to " remove the charges '' and the insurance department is going to contact me. Nothing happened. This company held me ( a loan borrower ) as a hostage. It ignored my consumer right and imposed mischarges over my account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Shellpoint Mortgage servicing placed my mortgage ( Loan Number XXXX ) in a COVID-19 hardship forbearance. I called the company and informed that i was willing and able to resume making payments to my account. They took my account out of forbearance ; however, the payment amount they gave me was about {$1000.00} higher than before. This was due to the fact that Shellpoint over payed my property taxes by {$5800.00}. This was a mistake on the company 's behalf. My loss mitigation agent, XXXX XXXX informed me that she would place my account on an extended forbearance to allow my town to refund Shellpoint any moneys owed and they could credit this back to my escrow account, then give me an accurate payment amount. The agent indicated that since the account would be placed a forbearance i should not make payments, at least until we have an accurate payment amount. While my account was supposed to be on a forbearance it seems this was not done and therefore the company introduced a derogatory remark on my credit report stating that XXXX payment for XX/XX/2021. Had i known that the payment was due i would've made the payment since i have excellent payment history with this and many other accounts. My agent indicated that my first payment after the forbearance was in XX/XX/XXXX of XXXX. I was only following all of the instructions provided by my loss mitigation agent. I have attached all proof of communications between myself and the loss mitigation agent for your review. Furthermore, my loss mitigation agent no longer works with the company and could not help on this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02893
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A