Date Received: 2021-10-06
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have had EXTREME difficulty with Shellpointe Mortgage Servicing/ New Rez Mortgage with delayed credit reporting. Currently they have only reported through XXXX 2021. It is now XX/XX/2021 and their lax reporting issues are impairing our financial situation. I have spoken with with the company numerous times and nothing gets done until I report them. This is the third time I have had to report them for three DIFFERENT issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74074
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I need to complain about SHELLPOINT MORTGAGE SERVICING. XXXX XX/XX/XXXXsold my loan to SHELLPOINT MORTGAGE IN XX/XX/2021. SHELLPOINT over charged me on the prepayment penalty and ignore my emails and phone calls. The only customer service phone line they provided was useless and refuse to do any further to resolve the problem. And push the responsibility to another by telling customers that the only way to resolve all loan problems is thru emailing XXXX but they never email me back with the upfront answer instead they try to navigate me to something else which is not what I am concerning. Then after receiving one email from them they even never bother to email me back regarding my real concern and my real questions to them. The principal balance is incorrect, the prepayment penalty is calculated incorrectly, the # s on the payoff is incorrect, they purposely overcharge me and refuse to have any communication with me. They refuse to investigate their problems! This is a scamming mortgage company. It is not a legit business! They have over charged me over {$6000.00}!!! My email address is XXXX someone please investigate Shellpoint Mortgage and get back to me asap! Thank you!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ditech is attempting a Sherriff 's sale and fraudulent foreclosure with XXXX XXXX XXXX ( no affiliation with this loan ) and a XXXX XXXX ( no affiliation to this property ) as defendants in a fraudulent foreclosure on a property they no longer service. How?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47265
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint bills me for lender-placed insurance even though I have insurance, have provided insurance documents multiple times, and have never had a lapse in insurance. This crooked company has wasted dozens of hours of my time battling them.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX I received a XXXX Mortgage from XXXX XXXX in XXXX it went to Green Tree LLC which was crazy They lied harassed and tricked me into all kind of stuff at that time I had no idea then it went from Green Tree to Conseco to Green Tree back to Conseco which I thought was odd something happened along the lines because a XXXX mortgage from XXXX, is now still going in XXXX and is only down to XXXX so Im 25 years Ive only paid down the loan XXXX there is something very wrong with this I am owed a lot of money and my house should be paid off
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a check in the amount of XXXX XXXXfrom the City of XXXX XXXX This was a check for my taxes, which had already been paid in XX/XX/XXXX. The check was drawn on XXXX XXXX. I called Shellpoint ( New Rez ) Mortgage and was instructed by XXXX to send the check directly to Shellpoint at XXXX XXXX XXXX, XXXXXXXX XXXX XXXX. I sent the check via XXXX and has receipt that it was received XX/XX/XXXX and signed for by XXXX XXXX. I received a SECOND check payable to County of XXXXXXXX in the amount of {$1200.00} oddly enough of XX/XX/XXXX... .again, a SECOND payment of my taxes that were already paid on XXXX. I again called Shellpoint just to confirm what I should do and was told by a XXXX and XXXX to do the same thing. That check was received and signed for by the same XXXX XXXX on XX/XX/XXXX A week later I called and spoke to XXXX who was escalating this to resolve and nothing was placed back in to my escrow. I then spoke to an XXXX XXXX and gave both tracking number from my XXXX XXXX receipts. She said this would be resolved within 48 hours. 48 Hours later, I spoke to XXXX, who transferred me to a manager, XXXX, and got me in touch with the tax office. I spoke with XXXX in the tax office ( XXXX XXXX ) who proceeded to tell me the information I originally received was incorrect and the checks should have come to XXXX XXXX. She said to call back to the tax department XXXX the next morning. I then spoke to a XXXX who confirmed that the FIRST check was send to XXXX XXXX on XXXX via XXXX XXXX. The second was placed in " treasury ''. We called into the tax office and spoke to XXXX regarding the first check and when this should be reflected in my escrow as well as the second check. She said to check within 72 hours. I called back within 72 hours and again, got no additional information besides hearing this was escalated. On XXXX XX/XX/XXXX I received a call after logging a complaint on their ( Shellpoint/New Rez ) website ( or so I thought ) from XXXX XXXX in the Compliance area of Shellpoint and I explained the situation to her. She assured me that she would follow up and stay with me until this matter got resolved. She did call me that Monday with an update that they were still researching this first check. The LAST I heard from her was XX/XX/XXXX to tell me that the first check was credited back to my escrow. Numerous calls to her since have gone unanswered even after leaving a voicemail with each. I then spoke to a XXXX in the customer service area of Shellpoint who, after repeating the story for the, what seems like 100th time, got me in touch with a XXXX XXXX at the tax office. I will say, she has reached out to me periodically as this situation is still not resolved ... ... let me continue. Both XXXX and I have had multiple joint calls with Shellpoint/NewRez discussing what is now, in my opinion, a missing check ( the second for {$1200.00} ). When we speak to a customer service rep, they can't even see it was received. It is only after we insist on speaking with a supervisor that they magically see it and confirm, yet again, that it was sent to treasury. On XX/XX/XXXX I called in and spoke to XXXX XXXX at Shellpoint who talked to XXXX in the Tax office. She kept asking me if this was a personal check I sent or original. I explained the story yet again and said these were the ORIGINAL XXXX XXXX checks that I sent back as I was told to do. She said I should have a response by the end of the following week. I called back the end of the week and spoke to a XXXX XXXX who transferred me to XXXX, a supervisor who, along with Chastity on the line confirmed yet again the check was in treasury and that if I had a problem I can reach her directly at extension XXXX. I did that, and never got a response. On XX/XX/XXXX I called again to the tax office and got XXXX, who stated she did know XXXX and that this was still being researched. At this time, it dawned on me to call XXXX XXXX ( where the XXXX XXXX check was drawn off of ) and see if the check has been negotiated. It HAS NOT! I called back to the tax office and got XXXX who confirmed the same thing. On XX/XX/XXXX Chastity called and also confirmed she received notice the check DID NOT clear and they can place a stop payment on it and refund it to my escrow. That has still not happened. On XX/XX/XXXX, I spoke with a XXXX and she checked the status of the refund and said it should be resolved by XXXX and I would get a call. On XX/XX/XXXX I called and spoke to XXXX who tried to get me to escalations, kept verifying the amounts and if these were XXXX XXXX checks, but couldn't help me further. On XX/XX/XXXX... XXXX DAYS after, I called again and happened to get XXXX. I asked to speak to someone in escalations and she got me XXXX. She stated they are still waiting to hear from Treasury at Shellpoint ( first I heard that ) and they have a process that have to go through to void the check. I explained I have been a banker for 25 years ... ..how long does it take to void a check that should have NEVER been send out. We have proved ... .I went above and beyond in calling a friend at Wells to confirm that, in my opinion, this check for {$1200.00} ( of which I am due {$1100.00} ... .the rest was penalty they paid ) is lost at Shellpoint. She stated they still have to contact and work with treasury at Shellpoint and wait for a response. I can tell you... .they NEVER respond to any email that anyone has ever sent them. I explained that why should I continue to be out {$1100.00} due to an error I did not create. At this point, in my opinion as a banker and XXXX, they are in violation of XXXX XXXX I asked for a XXXX and none were available. She did say, XXXX was still monitoring and would call me.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I reached out to my current mortgage company ( New Rez ) to look into refinancing my home. I have been receiving multiple letters in the mail, from New Rez, to consider refinancing my home, so I called. I spoke with XXXX XXXX and she started the process with my refinance. She told me that based on her data base, my home was worth $ XXXX and that I would be able to not only have a lower monthly payment, but also get cash out ( XXXX in my pocket ). She repeatedly mentioned that she was " conservative '' with the value amount and that it may be worth more. The next day, XX/XX/XXXX, she called me back to lock in the rate and provided me with details to get my appraisal ordered/paid and started. That was the last time I ever talked to XXXX XXXX again, my loan officer, because she never returned my calls and emails. I got my appraisal done XX/XX/XXXX. The loan processor, XXXX XXXX contacted me about the loan a few days later and informed me that my house was appraised at $ XXXX and I wouldn't be able to get any cash out and would have to possibly pay small amount at closing still. I got an email from XXXX XXXX from Customer Support informing met me that I needed to provide bank statements that showed I had $ XXXX in my bank to bring to closing. Naturally I was confused and shocked that i would need to bring money to the table considering i was refinancing. I attempted to contact XXXX and no response back. I contacted XXXX as well and she called me back. XXXX mentoned that i was wanting cash out and to pay off debt that I didn't request to be paid off. ( Example : XXXX said that I requested my car loan to be paid off and it's my daughters loan which my daughter is paying off, not me ). XXXX also attempted to reach out to XXXX for me, since I had questions she couldn't answer, however XXXX still did not call back or email me back. The next week I told XXXX that I didn't want to continue with refinance because of how poor the service was and no return call back. I then contacted New Rez to put in a formal compliant in on XX/XX/XXXX. The took my information and told me that they would have one of the managers contact me back, that day. They mentioned they still had 2 managers in the office and they would call me back. Never heard back. I called back on XX/XX/XXXX and requested a follow up. The individual on the phone apologized for the delay in contact and was going to get a manager on the phone. I requested to speak to someone live and she assured me that I will have someone on the phone. I then was transferred to a voicemail, I left a message and have yet to ever hear back from anyone. On XX/XX/XXXX decided to reach out to another company to refinance my loan and get away from New Rez. I have owned several homes and I have refinanced in past before. I have never been with a mortgage company that has failed their clients this bad.
Company Response:
State: TX
Zip: 76209
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing will not cancel my PMI off my mortgage payment. I should have been eligible to stop paying PMI in XX/XX/XXXX, because I have a good payment history, I am current on the loan, I have no liens on the property, the value of my property has not declined, and I have well over 20 % equity from the original loan value. I sent a written request XXXX, and was denied via a letter I received XXXX. I was denied due to a late payment XX/XX/XXXX and would be eligible to cancel PMI two years after that date. Called in XX/XX/XXXX to ask if PMI could now be removed, was denied again via mail XXXX. Sent written request XXXX and received an e-mail XXXX saying thank you for contacting us, we will send paperwork for you to fill out. Received a letter XXXX saying they were " working to gather info '' I have not been contacted again as of XXXX and my XXXX payment coupon still has PMI in escrow. Also received an escrow analysis dated XXXX that shows me having to pay PMI for another year. Please help.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have submitted an insurance draft to Shellpoint mortgage for endorsement over a month and a half ago, still have not received the check endorsed back, every requested document has been sent timely and every time I call I receive the same answer " it is processing '' I have requested to speak to a manager who never took my call. It is a {$35.00} XXXX and I don't understand how lengthy could endorsing a check could be. Please help since I am really frustrated with the lack of response and proffesionalis showed by this company. Regards XXXX XXXX XXXX XXXX XXXX XXXX address XXXX XXXX XXXXXXXX XXXX XXXX Fl XXXX loan # XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred from XXXX XXXX XXXX to Shellpoint and the Bank Account my mortgage payments were drafted from was transferred from XXXX XXXX XXXX to XXXX XXXX. I spoken with Shellpoint in XXXX or XX/XX/2020 that I was changing the account on file. I spoken with a representative in XXXX to assist me with the account so I can pay an additional {$200.00}. Once account was setup, I thought it was scheduled to draft in XXXX. I received notification in XXXX or the end of XXXX that my account was past due. I called Shellpoint to find out why account did not draft and was told it was not setup. I thought I had set it up. I did bring the account current and stated I will set it up. Just to add I received a call XX/XX/XXXX that I have XXXX XXXX and my world was turned upside down. So I was dealing with health issues and didnt remember until that evening I checked my account and noticed the account was setup. I called Shellpoint and spoken with a gentleman to share my account was setup for automatic draft. He agreed and stated it should draft in XXXX. I asked him to make sure there will not be a negative reporting on my credit report for Shellpoint failure to draft. The end of XXXX I received a 30 day late fee on my credit report. I called Shellpoint to ask them to remove this negative report and I was told to submit a letter to loan services which I did. I then received a non approval. I had to focus on my health so I decided to deal with this issue later. I called back XX/XX/XXXX and spoken with a representative to address my dissatisfaction with Shellpoint not removing the 30 day late notice. I shared it was their failure not drafting my account. Me and the representative went back and forth about my account not being setup. I share with the representative that I did setup account and I called for assistance so the account can draft an additional {$200.00} per month. I wasnt getting anywhere with representative so she transferred me to her supervisor. While speaking with supervisor she asked me did I received notification that my account was setup. I told her I was not aware I supposed to receive notification that the account was setup. I did my due diligence to setup the account online based on the knowledge I had and nobody shared with me I suppose to receive notification to confirm account was setup. The representative who helped me with setting up the extra {$200.00} did not mentioned I should receive notification to confirm account was setup. The Shellpoint supervisor basically told me because of not receiving the notification that means the account was not activated. How was I to know this since I am new with this company and nobody shared this with me. I take great pride in paying my bills on time and having a high FICO score. This negative score dropped my score from XXXX to XXXX ( documentation was sent to Shellpoint ) I shared with the supervisor I was going to contact the CFPB and she stated the CFPB will tell me the same thing. Shellpoint has a responsibility to let me know what it takes to activate the account. I did my part to setup the account up in XX/XX/XXXX with the help of one of their representative and the representative never mentioned about activating the account or expect to receive notification to confirm account is activated. When I hung up phone with Shellpoint I thought everything was fine. I am asking for CFPB to investigate this matter and listen to the voice recordings of the calls I made to Shellpoint and their documentation. I did my due diligence based on the knowledge I have in setting up my account for the XXXX draft date but Shellpoint failed to draft my account as well as sharing with me how to activate account which I still dont know how account was activated because I havent touched my account since XX/XX/XXXX. Thank You!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70471
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A