Date Received: 2021-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer declined to remove my private mortgage insurance after I've made multiple request. My home has been appreciated to almost double the value according to XXXX in person evaluation.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33028
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was originated by XXXX XXXX XX/XX/21 with the first payment due XX/XX/21. I made the first principal and interest payment of {$1000.00} by check directly to XXXX and the check cleared XX/XX/21. XXXX then transferred the loan to Shellpoint and I made the payment due XX/XX/21 directly to Shellpoint on XX/XX/21. I then made the payment due XX/XX/21 directly to Shellpoint on XX/XX/21. Shellpoint then claimed that a payment of {$1300.00} made to XXXX prior to the loan transfer was rejected by my bank and they reversed the payment that I made to Shellpoint on XX/XX/21 for XXXX Note there was no payment of {$1300.00} made to XXXX that was applied to my account so they reversed the payment that I made to Shellpoint. I have submitted documentation that all payments due XXXX, XXXX and XXXX cleared my bank but Shellpoint refuses to correct the error and they have provided no documentation that a payment was rejected by my bank. Their explanation is simply that XXXX informed them that the bank rejected my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
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: New Res-Shellpoint Mortgage had marked me 30 days in XXXX of XXXX after being assured I was not going to have a late payment recorded as my loan transitioned from a repayment plan to the NY cap and extend. They claim I called and suggested I wanted a repayment when in fact I have multiple emails back and forth demanding the deferment of the forbearance that I was led on to believe I was getting after the 1st deferment they gave me back in or around XX/XX/XXXX. After the 2nd extension of forbearance was completed ( 3mos later ) they said not to apply for a deferment until the forbearance was totally completed as you can only be granted a total of 2 deferments total. After being told we had reached the maximum months allowed in forbearance ( I was told over taped conversations which I requested all my called dating back 6mos on XX/XX/XXXX with XXXX XXXX ; a supervisor and never received. See attached ) I was told for the 1st time, " THEY WILL NOT AND/OR COULD NOT DEFER MY PAYMENTS THAT WERE IN FORBEARANCE AND I EITHER HAD TO DO A REPAYMENT PLAN OR COMPLETE MODIFICATION OR FACE FORECLOSURE ACTIONS IF IT REMAINED UNPAID ''. It was at that time that I decided to choose the repayment plan which I believe started in XX/XX/XXXX. So, immediately after making a voluntary down payment of {$4500.00} to bring my payments down which I believe was due in XXXX, I found out I was eligible for the cap and extend program which I was just told ( again emails with shellpoint and phones show ) I was not. I immediately sent my rep, XXXX an email which he acknowledged and stated on XX/XX/XXXX ( email attached XXXX, that he was just needing his processing group to close out the repayment plan and open the automatic cap and extend and we would be all set. So, he eventually did that in XX/XX/XXXX as I waited and called and emailed throughout the month of XXXX to make sure I wasn't going to be reported late for XXXX, to no avail. XXXX passed by with the mortgage company delaying my file until finally issuing the cap and extend in late XXXX with a payment due date of XX/XX/XXXX. I quickly executed the agreement called to make that XX/XX/XXXX payment and was told to wait until the agreement was confirmed and uploaded which it was days later and I made the payment on time for the XX/XX/XXXX payment in the month of XXXX. I was never able to make a payment in XXXX because there was never a payment to make that month. So, to be reported as 30 days late for XXXX is in error as the mortgage company dropped slowed, delayed or was incompetent in getting me my paperwork in time. I want the 30 day late removed immediately.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On numerous occasions Mortgage Co has lost, misplaced and misappropriated payments made by us. I am XXXX and my husband is XXXX we both have many health issues. On numerous occasions over the course of several years our mortgage co has lost or misplaced payments made by us and threatened and began foreclosure. Each time I had to get outside help to sort it out before the mortgage company found our money and applied it properly to our account. I believe this Senior Abuse and Misappropriation of Funds and Bad Business Policy. I believe they were trying to harass. stress and confuse us so they could steal our home. My husband and I filed a Bankruptcy Chapter XXXX Wage Earners Case in XXXX of XXXX. Our mortgage was not part of the bankruptcy, but several months of past due payments ( due to medical issues ) were included. However, due to more medical issues and bills during the course of our bankruptcy, we fell behind on our mortgage payments again and on XX/XX/XXXX our attorney XXXX made a stipulated binary arrangement with our mortgage company for us to pay {$760.00} over our regular mortgage payment with the bankruptcy court until we were caught up. I made each payment by phone, recorded the name of the clerk and confirmation numbers and also told the clerk each time that part of the payment was a binary payment. This seemed to confuse them and I was afraid the binary payments werent being applied properly so I started paying in two payments on same date stating which one was the regular mortgage payment and that the {$760.00}. XX/XX/XXXXwas a binary stipulated payment that our BK trustee set up. My XX/XX/XXXX statement listed my monthly payment as only {$840.00} due on XX/XX/XXXX. I didnt know why payment was so low but felt they were trying to trick me and steal our home. It also had in the summary of Amounts Past Due Before Bankruptcy Filing as the total pd XXXX and current Balance XXXX. I wanted this explained. As there was listed in Breakdown of past payments box a partial Payment unapplied of XXXX and I wanted to know if not applied- Why? And where was it being held and if it was collecting interest. On XX/XX/XXXX I called and spoke to a XXXX at which time I paid my {$1300.00} regular mortgage payment and then asked her to transfer me to the BK Dept but I was sent to a mailbox system. I never got through to someone to speak to anyone so never got those questions answered. XX/XX/XXXX Statement also listed monthly payment as XXXX due XX/XX/XXXX ; and still showed {$2200.00} as current balance of Summary of Amounts Past Due Before Bankruptcy Filing. But it showed no partial payment unapplied in the box as before. XX/XX/XXXX I called Our mortgage company to ask why an amount which I knew to be incorrect was listed on our monthly statement as being past due. I asked for my contact persons name and was told I had none at this time. I was told that the bankruptcy payments were being paid to XXXX XXXX XXXX XXXX by or to a XXXX. I didnt understand what was being said or going on, but I paid my regular payment of {$1300.00}. and finally someone transferred me to BK Dept where I spoke to a XXXX who said she can not even see, readback or answer any questions about my statement but could only answer BK related questions, but did say XXXX had been paid to this account from the Bankruptcy Court Trustee. I told them it should have been paid from payments made by us to our Ch XXXX account which I paid online and had a clear record of each payment which I could easily prove ; and she then referred me back to main number. I kept asking her questions and she said payments have been made to XXXX XXXX XXXX XXXX Finally she saw the amount of {$5300.00} and said she was checking to see if that is what Trustee was supposed to be paying. I asked if it is outstanding? She said no, Im still checking to see what it is. Not giving me a breakdown. I asked if she could give me more information. She said basic info only. Then she said the Stipulation was written on XX/XX/XXXX and contractually due on XX/XX/XXXX. And as of that day we were 3 payments behind on the Stipulated payments. And that on XX/XX/XXXX wed be in default and foreclosure would happen. I was told that I had to speak with their BK Dept because they couldnt discuss my statement due to our bankruptcy, and gave me a number to call. I was given ext XXXX I called it, but had to listen to recording 2-3 times before got an extension prompt and then I was put on hold for 45 minutes and then it disconnected. I called again and after having to listen to a loop recording for a very long time at XXXX I was told by a recording that Id get a call back in 11- 16 minutes. But I didnt get a call back by XXXX so I called again and spoke with a XXXX who gave me an 800 number to call and said I must get any statement questions answered by BK Dept because she is not allowed to discuss anything except take a payment. She did, however give me a name of a person who I was told was my single person of contact XXXX. Up to that point -- although Id called dozens of times -- Id never heard of a person of contact let alone XXXX. This continued in a circle for most of the morning until I was totally confused and exhausted. I called and left a message for XXXX and then called our attorney who contacted the Bankruptcy Trustee. I was told we had to prove that the stipulated binary payments in question were paid, which I did ( Please see attached copy of my letter dated XX/XX/XXXX to XXXX, our attorney listing paymentsI also sent her a copy of bank statements showing payments ; and copy of our attorneys email dated XX/XX/XXXX to XXXX, BK paralegal for our mortgage company. So the issue of our stipulated binary payments was caused by our mortgage company, or the BK couXXXX, not applying my payments to proper account and our mortgage did not go into default. XX/XX/XXXX statement again had incorrect payment amount. This time XXXX due on XX/XX/XXXX, which this time I paid instead of the regular pmt of XXXX. Then I asked the same questions I had in the past ie why statement shows past bal when it should be XXXX after our BK, AND why a late fee on XX/XX/XXXX when they cant charge a late fee on amounts pd through the BK court. And what is partial pmts unapplied?? and where is this money being held?? and is it earning interest?? and who is getting paid the interest. I was told to talk to BK Dept. XX/XX/XXXX Statement showed our true regular {$1300.00} as payment due. I asked to pay it and was transferred to the BK Dept where spoke to a XXXX and made my regular {$1300.00} payment. On XX/XX/XXXX, XXXX we were notified of change of escrow payment. Regular Mortgage Payments stayed {$1300.00} for next few months, though I never got my questions answered about why the amount of past due before BK filing was not being paid down as they should. Also not answered : why and where were all the partial payments and were they gaining interest and who was getting it?. I was told early on that after BK was finished all past payments would have been made and we would be current. However after our last payment to Bankruptcy Trustee was cleared our statements still showed a balance owed in the summery. I was told by our attorney that it is taking a couple months longer than usual for everything to get updated due to COVID slowing things down because office workers mostly worked from home and it took longer to process everything and get docs signed off and back to Trustee and filed. But the past due amount continued to stay on our statement so I called again even after we got the Letter of Completion from BK Court. When I called Our mortgage company to inquire, I was told the statement went out prior to my payment being processed. XXXX Still trying to get questions answered, this time I was given XXXX email : and ext again. I went to web portal and set up a phone appointment with XXXX for Fri XX/XX/XXXX @ XXXX. Called BK trustee and called Our mortgage company again and made regular pmt of {$1300.00}. XX/XX/XXXXStatement Dated XX/XX/XXXX due XX/XX/XXXX shows a past due of {$1300.00} with a total of $ XXXXdue. This in an error. We do not have a past due balance. We went through this last month as well. After calling my attorney, who contacted the Bankruptcy Trustee I received a document ( dated XX/XX/XXXX ) from Trustee stating that " The Bank of, as Trustee for the Certificate holders of XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX-Through Certificates, XXXX XXXX agrees that the debtor ( s ) ( have paid in full the amount required to cure pre the prepetition default on the creditor 's claim. Please see attatchment. Also please note I paid the XXXX pmt on XX/XX/XXXX and it cleared my bank XX/XX/XXXX. There is and was NO past due that month. I tried to clear this up for most of the day, making numerous calls trying to get through to XXXX, and then I tried making my payment via the automated service and was given a different amount due than what is on the statement ( {$2700.00} ), I hung up and called back and spoke with XXXX ext who also gave me a different amount due ( {$2200.00} ), at which time I made the reg pmt for XX/XX/XXXX of {$1300.00} Conf # After taking my pmt she transferred me supposedly to the BK Dept to discuss this problem but after 40 minutes on hold another XXXX answered who was in the Customer Service Dept. She said all she could do was to transfer me to the BK Dept -- that was after 19 more minutes on hold again. After a few minutes on hold it sounded like someone was going to answer, but instead hung up on me! I was on the phone to our mortgage company from XXXX to XXXX most of that time I was on hold!! XX/XX/XXXX I called and spoke to a XXXX and told her the wrong pmt amt is listed on statement XX/XX/XXXX. She said only {$1300.00} was due. Then said must talk to BK Dept and transferred me to where a recording said no one was available and leave a request for call back and they will usually return call within 24-48 hrs. I called XXXX at ext again, this time I was able to leave a message. Hes supposed to call back in 24 hrs.He didnt. XX/XX/XXXX I called again and was told foreclosure was being started. I asked to speak to the person whom I had been told was my one person of contact, XXXX. I was transferred and put on hold a very long time and when XXXX got on the line he restated that I was {$2700.00} past due and foreclosure was being started, I protested and asked what it was for and after putting me on hold for several minutes he ( XXXX ), without explaining what it was for, said if I paid {$860.00} right now I would be all caught up. But I had to pay it right now. I felt afraid and coerced, so I paid the {$860.00} and it cleared my XXXX XXXX XXXX XXXX account on XX/XX/XXXX. Please note that I had paid our regular mortgage payment of {$1300.00} on XX/XX/XXXX and it cleared on XX/XX/XXXX. I also received a Response To Notice of Final Cure Pmt dated XX/XX/XXXX wherein Our mortgage company states that we have paid in full the amount owed prior to bankruptcy. So WHAT was I being charged for and WHERE did it go? The next month the {$860.00} AMOUNT payment still had not shown up on my statement, however the amount due showing was the regular monthly payment. I called and asked where the {$860.00} was applied because I dont see it on my statement. and I was put on hold for a very long time and then it was disconnected. I kept calling and I asking for payment history and each time I was transferred and put on hold for a long time then put on hold again for long time until finally it was disconnected. This happened repeatedly. I was finally given extension XXXX again, but it went to a weird recording and hung up. But at least the proper amount for my mortgage payment was on our statement. However, XX/XX/XXXX statement due XX/XX/XXXX showed payment due only XXXX --??? I called and was told it was actually {$1300.00} so I paid {$1300.00}. XX/XX/XXXX Statement due on XX/XX/XXXX showed a different amount that of {$1600.00} as reg payment.. Not only that but it also showed a past due fee of {$250.00}. I called and spoke with XXXX XXXX who said reg payment due was XXXX and ZERO past due. So I paid XXXX She said that the statement went out prior to payment being processed and that the statement and payment passed each other in the mail. XX/XX/XXXX Statement due XX/XX/XXXX same thing with the {$250.00} past due fee. I called to make a payment but asked a XXXX about the {$250.00} and got the same answer statement date is 4th and your payment passed in mail. I pointed out that this was the. 3rd month this happened and never happened in all the prior months since the beginning of my loan. She said she would get a Specialist to help me. So XXXX from Customer Serv got on line and was going to send me to the BK DEPT but instead the Loan Servicing Dept to dispute it, and I was given a fax # XXXX. I asked for a supervisor and a XXXX '' Team Lead in Customer Service got on. When I asked if she was a Specialist she said They call us that in other departments because we are more knowledgeable She told me that the {$250.00} was not a late fee but a BK fee from XXXX and was found when assessed in XX/XX/XXXX. She said she would email invoice to me. She didnt. I called and again asked about the {$250.00} and was told that my account had been audited and the {$250.00} was a Bankruptcy fee from XXXX that had been overlooked, and just uncovered. I disputed this as it was over 10 years old and I have a letter from Our mortgage company stating that they agreed that we had paid in full the amount required to cure the petition default on their claim. I received a letter from our mortgage company acknowledging my dispute of the {$250.00}. And called it legal fee charges on the referenced loan. And said the fees were valid and will not be removed. I called my bankruptcy attorney and she said that she was no longer the attorney of record since our bankruptcy had closed. In meantime I kept looking at my statements but the {$860.00} amount was never listed as being paid to my account, XX/XX/XXXX I contacted Senior Alliance in my city, who referred me to XXXX XXXX XXXX XXXX XXXX ( XXXX ) in XXXX, CA for help. After several letters from myself as well as from XXXX to Our mortgage company went unanswered XXXX XXXX XXXX talked to me about making a conference call to Our mortgage company which I agreed to do, and they said they would set it up. On XX/XX/XXXX during the conference call between myself, XXXX of XXXX and XXXX of our mortgage company, XXXX said they would send me my accounts complete transaction records -- but it would take some time to gather them. I received 2 letters from Our mortgage company stating they were working on getting the documents to me. Satisfied that I would receive the transaction history, XXXX ended their service and referred me to your agency to pursue a complaint on how they have handled my account. I called my Bankruptcy attorney again concerning the {$250.00} late fee/ BK fee/ Attorneys fee, and she told me to pay the {$250.00} because she would charge me more than that to fight it, but she would send me a document showing Our mortgage company signed off on the bankruptcy. This caught me at time when I was ill and literally defeated and sick & tired of businesses and people letting us down and taking advantage of we elderly ones. I went ahead and paid I paid the {$250.00}, though I said I was going to fight for a refund. I feel we were cheated then and I also feel we were cheated out of the {$860.00} payment I made through XXXX. XX/XX/XXXX I did finally get our transaction records from Our mortgage company Mortgage ( see attachments ), ( the payment of $ XXXX is not listed, as well as a letter with confusing information addressing my questions that Ive been asking for over a year. PLUS I can see NOWHERE where they applied the {$860.00} that I paid to my mortgage account, although it was clearly deducted from my bank account and paid to Our mortgage company mortgage. ( see copy of Bank of the Statement ) In the letter dated to me it looks like they moved funds and put names on them to their benefit. For instance I was told twice that the {$250.00} was a XXXX BK fee but they now labeled it Legal Fees Step 4 : What company is this complaint about? Our mortgage company Mortgage It also looks like they are transferring our account to another companyis it still one of their entities? I really feel helpless and afraid they will end up swindling us out of our home of 20 years. At our ages ( Im XXXX & next month XXXX -- my husband will be XXXX ) what would we do and where would we go? All the confusion and stress theyve put us through has had an impact on our health and well-being. And to do this during a Pandemic when the elderly is already under a great deal of stress is heartless.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021 my home owners was up for renew, so on XX/XX/2021 I changed from XXXX with XXXX XXXX to XXXX for XXXX because XXXX XXXX was going to XXXX which was to high. Five months later upon receiving my escrow analysis I found out that XXXX XXXX had not been cancelled and that I carrying XXXX XXXX and XXXX XXXX co I immediately called and cancelled XXXX XXXXthey returned the XXXX to and I sent the money back to shell point mortgage to be applied to escrow only in receiving that escrow statement shellpoint mortgage took me from XXXX a month, with XXXX going to escrow for my insurance to XXXX and some change. In eighteen years I, ve never seen my mortgage go so extremely HIGH.I have a fixed rate FHA mortgage.I believe this is illegal and I would like to have this looked into.In the beginning of my statement I ment to say my insurance was up for renewal. Shellpoint also stated that they were charging me for next years insurance because it was going to go up.Next year has yet to come.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint ( Lender ) bought my loan from Ditech and somehow my insurance information was not forwarded to them. I called Shellpoint early in XXXX to see what I needed to do to remove the forced placed insurance from the account. They told me I needed to contact my insurance company. I reached out to XXXX XXXX and they faxed the policy over to them. As you can imagine XXXX was extremely stressful for me, there was looting within a mile radius of where I live, I have XXXX children, XXXX was in high school and the other XXXX are XXXX siblings ages XXXX & XXXX. I work a full-time schedule and was XXXX XXXX part-time too. Needless to say, I had my hands full. By the time I realized I was still being charged for forced placed insurance, it might have been late XXXX or early XXXX. I must have spoken to over 10 different people before fully understanding what information was needed. I was bounced around between Shellpoint 's Customer Service, Shellpoint 's Insurance Department and XXXX XXXX a third party Insurance Company. My condo association forwarded me the insurance certificate in XX/XX/XXXX and I uploaded it to their website. Then I had to wait for XXXX XXXX to notify Shellpoint so that they can credit the account. They are not clear on the charges they place on the account. Their accounting methods are very scary to me. They randomly add fees ( property inspection ), they place multiple charges and credits to cause confusion ( see Transactions on XX/XX/XXXX ). They are offering me loan modification, which I do not need! I have the money, I have not made any payments since XX/XX/XXXX because I do not know where the money will be applied. There is a balance of {$1100.00} for unapplied partial payment, this should be credited to the account. PROBLEM They are charging me : {$1500.00} for forced placed hazard insurance from XX/XX/XXXX XX/XX/XXXX {$310.00} for forced placed hazard insurance charged on XX/XX/XXXX due XX/XX/XXXX {$130.00} for property inspection fees from XX/XX/XXXX XXXX {$45.00} PMI disbursement charged XX/XX/XXXX due XX/XX/XXXX but was already charged XX/XX/XXXX {$480.00} late charges from XX/XX/XXXX to XX/XX/XXXX - {$550.00} insurance refund applied XX/XX/XXXX - {$660.00} insurance refund applied XX/XX/XXXX {$1200.00} refund is still due on the account ; please refund this amount ASAP in order to get the account up to date Plus {$1100.00} Unapplied Partial Payment that needs to be credited to the account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Shellpoint Newrez offering a COVID-19 Payment Deferral Offer. The letter is dated XXXX. The following is a quote from the letter : We require a processing month for us to complete your payment deferral. Because you are 18 months delinquent, you must pay your current monthly contractual payment of {$2700.00} by XX/XX/21 in order for your payment deferral to become effective. On XXXX, I sent a check to Shellpoint.. After sending the check, I spoke a few times to various representatives as well as leaving messages with my assigned representative, Mr. XXXX. I was informed via phone by a representative in XXXX that the deferral was being processed. On XXXX, I received a call from XXXX XXXX that as of XXXX my loan is in default. Ms. XXXX verbalized that the COVID-19 Payment Deferral Offer has been rescinded despite the stipulation of making a current monthly mortgage payment of {$2700.00} by XXXX so that the deferral offer can become effective. I am an XXXX XXXX. My civil rights has been violated by Shellpoint Newrez. The company actions towards me are discriminatory, pernicious and predatory. Also, their actions are deceptive and unscrupulous. There is a disproportionate rate of foreclosures among XXXX Americans due to mortgage servicers like Shellpoint. To reiterate, the servicer was dishonest and predatory. The servicer had no intentions to honor the COVID-19 Payment Deferral Offer or comply pto their Terms of the Payment Deferral. Please review the attached XXXX Payment Deferral Offer and canceled check.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had nothing but major issues with Shellpoint mortgage servicing. They mis-lead me through a modification that never happened. They say they did not have the required paperwork, yet they did and let the time run out by not responding to my inquires. I have this all in writing. This next issue tops it all though! I received notice of an escrow overage of $ XXXX. This seemed off to me so I questioned Shellpoint. They assured me it was correct and perhaps rolled over from the previous loan servicer. I did not receive the check they sent so I called to inquire and again questioned the validity of the refund. I was not given a valid explanation. but told that they were re-issuing the check. While trying to dispute some reporting they made to my credit report I continued to question the extra escrow funds. I was told multiple times both on the phone and in writing that there had been no errors made on my account. Approximately 3 months later I received a call from Shellpoint saying that they did make an error and now I would have to return the funds. I re-allocated those funds to other debts since I was previously assured that there were no errors to my account. Now I have an approximate 5 % increase to my monthly payments that I can not afford on a tight budget. This is complete negligence and I am initiating legal action against them.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 10901
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have 2 mortgages on our home. The 2nd mortgage was discharged in a bankruptcy and according to the company it has been written off. We had damages to our property which was covered under our XXXX XXXX XXXX XXXX They wrote the checks to our first, second mortgage company and to us. We forwarded the checks to Shellpointe Mortgage Servicing and without our knowledge or signature they deposited the checks. We are now left with no funds to repair our damages and the first mortgage company is saying we must repair the damage in 60 days. When we contact Shellpoint they always say we can't find your account etc until you get the right person. Basically they have fraudulently taken the funds.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 27858
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
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: This company, Shellpoint Mortgage, is inaccurately reporting late payments to my account, during a Covid 19 forbearance plan. I have contact the company multiple times and they will not update the information. They have been contacted on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and their claims resolution company refuses to update the status of my account. I have also disputed this information with XXXX and XXXX, who will not update the status either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30534
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A