Date Received: 2021-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage company XXXX XXXX XXXX XXXX XXXX OH XXXX Outstanding Principal {$37000.00} Interest Rate 5.9900 % Prepay Penalty None Property address : XXXX XXXX XXXX XXXX, Texas XXXX Start date : Year 2006 Account # : XXXX Loan Amt : {$35000.00} Still Owe : {$37000.00} How many years do you pay to get the balance down instead of going up. Reporting to Credit Bureau Late 21 times when you have 15 days before you are late ... That was several years ago. They are still reporting late charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. I had this police report before where I left my left open in a public place then I lost my bag with my cards and Ids inside it Someone who has taken my things took advantage of and made this fraudulent account under my name. The fraud was opened on XX/XX/2006.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11691
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During covid 19 of last year we had lost our jobs and were able to work for quite a bit. I had contacted Shellpoint Mortgage last XXXX XX/XX/XXXX and requested a forbearance, they received a hardship letter and info they needed. XXXX came up and we started getting letter about being behind on our home and late fees were added on for months it didnt seem like a forbearance ever happened, i had been in contact with this company with emails and phone calls. For some reason or another the gentlemen couldn't open up my Pdf or didn't receive it everytime, i would call and talk to someone else and they had no idea what i was talking about! there was no communication threw dealing with shellpoint mortgage and this covid 19 crisis. The last conversation i had with this company was absolutely horrifying this was XX/XX/XXXX while trying to get someone on the same page as me or even to point me in the right direction, the employee on the other side of the phone was so rude as i am crying about the possibilities of losing our home. He then asked me if i had any wealthy friends that could loan me the balance was due on my home, which was XXXX i was shocked, and then he goes on and says u should sell your home. i have XXXX children under XXXX!!! this was not ok with me and im sure alot of others feel the same,. On XX/XX/XXXX we recieved a letter of a loan transfer to a new company
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my second complaint in two years regarding my mortgage servicer 's failure to pay the property taxes on my escrow. I have attached their response to my previous CFPB complaint, dated XX/XX/XXXX, in which New Rez acknowledged that it was obligated to pay the property taxes on my condominium parking spot, and further acknowledged that the taxes " were not paid on time due to an error made by our tax vendor. '' New Rez has yet again failed to pay the XXXX second installment and XXXX first installment property taxes on my parking spot. On XX/XX/XXXX, I e-mailed their escalations department to notify them of the error. On XX/XX/XXXX, they wrote me that " On XX/XX/XXXX, we made payments of {$350.00} and {$290.00} to XXXX County. We also paid the tax penalties of {$48.00} and XXXX to XXXX County at no charge to you. '' On XX/XX/XXXX, I checked the XXXX County Treasurer website and saw that, despite NewRez 's representations, the property taxes still had not been paid. I once again e-mailed NewRez 's escalations department on XX/XX/XXXX asking for the status of my payment. My XX/XX/XXXX e-mail stated " This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ) '' and that " I understand that under Section 6 of RESPA you are required to acknowledge receipt of my request within 5 business days and take action to resolve my inquiry within 30 business days. '' As of today, XX/XX/XXXX, NewRez has not acknowledged my XX/XX/XXXX qualified written request or taken any action to resolve my inquiry. I have attached copies of all correspondence referenced herein, as well as the current payment page from the Cook XXXX Treasurer 's office showing the delinquent taxes.
Company Response: Company believes the complaint is the result of a misunderstanding
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I exited forbearance XX/XX/2021. Shellpoint has made multiple errors and incorrectly reported my account as delinquent. This compliant is regarding a foreclosure notice sent while under the CARE ac protection and requesting payment in a high pressure manner outside of agreed upon repayment terms agreed by phone and writing. The threat of foreclosure during a moratorium is a breech of federal guidelines. Below is timeline of conversations and contact between myself and Shellpoint and a copy of the foreclosure notice. The foreclosure notice during a phone conversation was defined by Shellpoint as the Trial modification payment approval document.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage was sold about 4 years ago lost count of how many times my mortgage was transferred the last one. we had a problem when sandy hurricane got to new york. we had no electricity or place to stay or work for 4 months at that time. the mortgage was not paid the company sens us payment schedule .start from the XXXX of that month. we paid the behind sum in 4 months. the problem was that they insist on paying the mortgage on the XXXX XXXX and it was impossible the mortgage was sold to shell point, we explained the situation .they had non of it during the last 2 years we accumulate penalty on the payment again we paid the mortgage on time never late just at the end that month after the corona time we had to pay 10 payment in 1 shot or sell the house .they did not want to help, so we did we paid it XXXX $ they want our flash with the penalty that we have no intention to pay please help us. we leave here 35 years we over XXXX years old thanks XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied and was accepted to the loan program to skip up to 12 payments during the covid pandemic During that time, I was able to and did make one payment of {$2300.00} which is one month mortgage payment. At the end of my 12 months, I re-instated my mortgage using an FHA backed partial claim for the 11 missed payments. I was forced by my mortgage company to make three payments in one month in order to 'book ' the partial claim by XX/XX/XXXX. I then resumed payment of my normal monthly payment, which is {$2300.00} During this process, I asked for modification, reduction of payment, and about the federal Covid 19 Advance Loan Modification, which they should have offered to me without me asking. I was told there were NO other options for me except to resume my regular payments. I explained that my new job was making over $ XXXX less than my last. I was told to get them the money by XX/XX/XXXX was my only option. I borrowed money from my sister and paid them a total of {$10000.00} in order to 'book ' the additional {$23000.00} partial claim. I then resumed by normal monthly payment of {$2300.00} beginning XX/XX/2021. I noticed my loan was not updated online and kept calling and emailing asking why It was still showing as over {$25000.00} past due I was continuously told that they were 'so far behind " in applying the partial claims that I would need to call and make payments until they 'had the time ' to update my loan status Then, over TWO months later, my loan specialist left me a message that I would need to send yet another {$4600.00} before XX/XX/XXXX in order to 'book my loan claim ' by XX/XX/XXXX I am beyond angry I called and he hung up on me. I can not get anyone of authority on the phone They have also assessed late fees and I feel this is also fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have owned a coop located @ XXXX XXXX XXXX XXXX XXXX NJ XXXX since XXXX. I originally obtained a 30-year mortgage from XXXX XXXX XXXX but over the years the lenders changed from XXXX to XXXX and then to Shellpoint Mortgage ( aka New Rez ) which was not my doing, but the result of the transactions between the lenders. During the entire time I owned this coop unit, the property has always been insured without any gap or lapse of coverage as required by the building. Shellpoint Mortgage took over around XX/XX/XXXX and suddenly sent out a letter stating that my property didn't have proof of insurance so they had to insure it on my behalf and start an escrow account. So, I immediately uploaded my proof of insurance ( the policy coverage page ) to the web address they provided, and received their letter dated XX/XX/XXXX ( See attachment 1 ) confirming that they received the proof of my coverage & that they are canceling the insurance they purchased on my behalf and thereby the escrow account as well. However, even despite & contrary to their own confirmation and numerous phone calls to correct the matter during which they all confirmed again that I had no liability and they would pass it on to their insurance department ( to no avail ), they have not canceled the escrow even to this date and still continue to bill me for this escrow account ( See attachment 2 ). I don't have the bill that contained the original escrow amount any more, but I remember it as in the neighborhood of {$69.00}. It's not a significant amount, but the amount that never even needed to be there in the first place, but that they kept on bilking me with all this time since XXXX last year despite the proof of its non-necessity. This is also an epitome of the staunch bureaucratic rigidity plaguing the industry that don't admit to their own fault even in the face of the clear proof against it. Moreover, this is a clear example of how predatory these lending institutions are even down to nickeling & diming of their customers. I await your just & rational action against Shellpoint 's injustice.
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 07024
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Per the request of Shellpoint Mortgage Servicing ( XXXX ), I made a payment in the amount of {$1000.00} directly to the insurance company ( XXXX XXXX ) on XX/XX/2021. I was told that However, without my consent, Shellpoint Mortgage made an escrow disbursement to my insurance company on XX/XX/2021. The insurance invoice was due on XX/XX/2021. I contacted Shellpoint Mortgage again onXX/XX/2021. I was told that I need to work with the insurancecompany to get the refund. Please cancel Shellpoint Mortgage 's payment or work with XXXX XXXX to refund {$1000.00} back to the escrow account immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ShellPoint Mortgage Service Originally they told me they never received documentation for my home owners insurance. I contacted my HOA and they told me they already sent it in. After a few weeks I get a final notice from ShellPoint that they have not received my documentation, so my HOA sends it in again. Shellpoint then starts charging me private insurance because the " never received it '' raising my monthly bill to XXXX, previously XXXX give or take. After some lengthy phone calls they were able to find my proof of insurance. They told me the amount will be refunded and my monthlys would return to normal. They have not, they are still the same after the increase; for over 3 months now. When I asked them, they said it's because of a balance on my escrow account, which is only there because of them trying this scam me again the previous year with this same insurance ploy. They constantly transfer me to another department, only to be transferred back to the previous department. Communication with them is poor and frustrating. They put you on hold for 45 minutes, then say we need to transfer you to insurance department. When you finally speak to insurance department, they say they already updated your insurance information, then they transfer you to the payment department ; just to be told we haven't heard from the insurance department. I want what I'm supposed to pay, I'm tired of being overcharged for a service I do not require ; and have proven it.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: HI
Zip: 96706
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A