Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Facts from the payment records and statements : 1- The first PMI payment was done on XX/XX/2021 for PMI due date XX/XX/2021 I have paid all the dues from any previous time 2- There is a double PMI payments of amount {$47.00} happened for PMI due date XX/XX/2021. First was done on XX/XX/2021 and the second was done on XX/XX/2021. I called the company and stayed with them for over than 3 hours. They kept giving me justification totally against the written dates in the payment records. There is an extra PMI payment that need to be refunded based on the records. I contacted the company in writing through the online contact email and over the phone.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our second mortgage was discharged in a bankruptcy and the company Shellpoint Mortgage Serving also " wrote off '' the debt. We are requesting a letter from them stating this has been discharged so are insurance company does not require checks to be sent to them as they have cashed it and left us without funds.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 27858
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
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: XXXX, XXXX, XXXX of XXXX I got Mortgage forgiveness because of Covid-19. However, ShellPoint Mortgage services reported late payments on two of the 4 properties I have a loan on from them. Because of this mistake on their part it has effected my Credit score in a dramatic way. I am not able to get a construction loan for the house I am building and I am paying out of pocket. I received a letter from Shellpoint XXXX XXXX stating that they have sent the credit bureau 's a letter of deletion for those late payments, stating that they should not have been marked as late. Nothing has changed on my credit score and they are still showing up as negatively effecting my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez, LLC put windstorm insurance on my house. I already had windstorm insurance. It appeared on my account on their website. However, they did not have my homeowners insurance on my account. I submitted the homeowners insurance. For some reason, they removed the windstorm insurance. Then charged me for the insurance they put on it. They still are not paying my homeowners insurance. They are charging me for windstorm insurance. It's absolutely absurd.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 777XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was in the forbearance plan for 3 months and me and my lender had an agreement on the repayment plan which is a 6 months repayment plan, I've been paying for 2 months and on time, they filed negative info to all 3 bureaus for 60 late, I called and questioned them but their answers was this is my true status, my account is still being late and delinquent. According to the CARES Act, during the forbearance plan or lender and borrower have reach a repayment plan right after the forbearance, lenders should report the account as current NOT delinquent, lender should not report any negative to any bureaus.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 911XX
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am submitting this new complaint because Shellpoint Mortgage closed my last complaint ( XXXX ) without a resolution. Please confirm if the property tax is escrowed and Shellpoint Mortgage will send the payment ( in the amount of {$3500.00} ) to XXXX XXXX, before the deadline of XX/XX/2021. If it is not paid before the deadline, Shellpoint Mortgage will be responsible for the late fees and related interest charge. I have called Shellpoint Mortgage many times. Each time, I get a slightly difference response, ranging from " we don't have the tax bill '' to " please pay directly yourself because it is not escrowed. ''
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. I lost my bag and now I am receiving a bank statement I did not make. Someone who has taken my things took advantage of and made this fraudulent account under my name. The fraud was opened on XX/XX/2005 with an amount of {$550000.00}
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 11691
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Someone I do not know hacked my computer and made fraudulent charges on my name and was made on XX/XX/2005
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint will not work with me according to XXXX servicing guidelines. I was impacted by XXXX, it took months for them to figure out my fatigue and shortness of breathe and other symptoms were the result of XXXX and XXXX. The XXXX would not let me XXXX remotely and did not renew my contract. I am on XXXX, XXXX, and XXXX. In addition to being sick, I am at high risk for XXXX. XX/XX/2021, At Shellpoint 's request. I submitted a completed borrower 's assistance application at Shellpoint 's request via email. I attaching all the documents for the completed borrower 's assistance application. XX/XX/2021, Shellpoint did not provide any of the XXXX XXXXXXXX servicing options. I completed a trial modification, but Shellpoint did not offer a modification. In the letter, Shellpoint holds me accountable for their error in contradiction to Regulation X 1024.35 ( a ) and ( b ) ( 1 ) XX/XX/2021 - Shellpoint will not work with me on XXXX servicing by asking for non-existent documents, and duplicates. XX/XX/2021, I provided Shellpoint a copy of the XXXX XXXX XXXX servicing guidelines and asked them to provide my options. Shellpoint will not respond.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I filed a complaint against XXXX on XX/XX/XXXX. I am reaching out today Wednesday, XX/XX/XXXX, regarding the same issue of an incorrect XXXX code that was reported on my XXXX credit profile. I want CFPB to note that this is the fourth time complaint now that I have filed against XXXX for the same exact issue which still has not been corrected. I am respectfully requesting that CFPB recognize that XXXX is not resolving issues but creating more problems. I am due to close in a few weeks and need this matter expeditiously resolve. It is frustrating that I have already submitted three previous complaints for the same exact issue with the last complaint dated XX/XX/XXXX Report # XXXX, and prior to that was XX/XX/XXXX - Report # XXXX. We noticed the issue when my mortgage company pulled my credit on XXXX XX/XX/XXXX, it was the same exact information as the previous report pulled dated XXXX XX/XX/XXXX. Nothing was changed or properly updated by XXXX and still has not as of this date. XXXX report still shows the final reported XXXX XXXXodes from being in this year ( XXXX ) on all of the reports that were pulled ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) which meant nothing has been changed or properly updated. I am scheduled to close by XX/XX/XXXX. This is time consuming and extremely frustrating. Therefore, I am once again reaching out to your Organization ( CFPB ) to help me expeditiously resolve this issue regarding an incorrect XXXX code that is still being reported on my XXXX credit profile. I am unable to obtain an approval through their automated underwriting systems due to the multiple 120-day late markers for the months of XXXX and XXXX. My issue is that XXXX, second mortgage ( along with my first mortgage - XXXX ) were closed and transferred in XXXX and XXXX respectively. In XX/XX/XXXX, the house was sold in a normal sale and the third mortgage ( Shellpoint ) was paid in full and closed. Below is a snip from my credit report showing XXXX and the negative reporting that cycled for XXXX. Following the XXXX is a snip showing both XXXX and Shellpoint and the negative reporting that cycled in XXXX. I was told that by XXXX, the third-party vendor my lender used to pull my tri-merge credit report, that when an account is closed the final XXXX code reported should not be anything other than a XXXX. XXXX reported a 60 day late in XX/XX/XXXX ( was not on prior to XX/XX/XXXX ) - Account closed and transferred in XX/XX/XXXX XXXX and Shellpoint both reported 120 day late marker in XX/XX/XXXX ( again, nothing prior to XX/XX/XXXX ) - XXXX closed and transferred XX/XX/XXXX - Shellpoint closed/paid in full after sale on home XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A