Date Received: 2023-12-31
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: Shell point mortgage upcharge my pre-foreclosure home costing me XXXX from a failed contract when they publicly publicized a pre-foreclosure measure rate at the end of my first contract back in XXXX spiraling the mortgage out of control and losing that contract by the buyer you're sending what these dirt balls take all my regular payments of 35 months and put none of it towards the principal they charge me double the attorney fees by hidden fees and codes and they also try to double my taxes when they got government money and they still withhold my XXXX that shows this payment from the government to XXXX XXXX and Shell point and there was holding it for me today currently is my taxes are still held up for 3 years extreme pain and suffering they stole my home their third-partied me to debt collectors to mitigate the liability just like the government does with third party institutions which is the biggest XXXX scheme in the world this is no laughing matter you stole my XXXX home why would I be another another victim of scamming because it's the great take and there's nothing we can do about it thank you government for allowing Banks to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXn the street my home is gone now my security is gone my hopes and dreams are gone it's middle of winter up here in XXXX New York you XXXX you XXXX XXXX my home you XXXX stole my home
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Previous CFPB Complaint XXXX resolved XX/XX/XXXX through XXXX XXXX in XXXX. XXXX no longer in that position. Received letter from Shellpoint that two of our mortgage accounts XXXX & XXXX would have escrow amounts added beginning XX/XX/XXXX after Shellpoint approved to remove escrow and refund escrow balance in XX/XX/XXXX. Contacted XXXX to find out she doesn't work in XXXX. She provided generic dept email to submit inquiry- never received answer beyond mailed letter that Shellpoint is collecting info. Our other mortgage account XXXX with several properties did not have escrow added back. Reason for removing escrow on our accounts is Shellpoint didn't pay taxes or insurance bills previously. We've been through several iterations of threats for lender placed insurance after proof of insurance submitted to the website they requested. Can not get an individual 's name to follow through to resolution. Same issue as last time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: payoff amount requested it multiple times. instead these clowns keep sneding me pre foreclosure notices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I fell behind on my mortgage some time ago but have been paying each month I submitted paperwork i received in XXXX regarding past due balance. on XX/XX/XXXX I paid {$1000.00} and was notified it was rejected by shellpoint I also had a full months payment which is already scheduled for XX/XX/XXXX for {$2100.00}. I filed a previous complaint here when payment was rejected and emailed shellpoint loss mitigation about the rejected payment and my upcoming payments i also informed them about the paperwork i mailed to them. I then received a summons served to my son in law today that was not filed until XX/XX/XXXX which was after they rejected my payment. that rejected payment put my account at 120 days which i have made sure to not do. the funds were sent to them on XX/XX/XXXX and another full month is to be paid XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XX/XX/2023 Dear Shellpoint Representatives and Credit Bureau Authorities, I am compelled to write an exhaustive account of the mismanagement of my mortgage account by Shellpoint, which has resulted in a series of unfounded credit discrepancies and improper financial handling of my payments. This correspondence aims to provide a comprehensive narrative of the events that have transpired, along with undeniable evidence of the inaccuracies that need immediate correction. Backstory Leading to Current Discrepancies : After the purchase of my property at XXXX XXXX XXXXXXXX XXXX XXXX with a mortgage originating on XX/XX/, and a loan balance of {$510000.00}, the account was transferred to Shellpoint. My payment methodology has consistently been through Plastiq.com, allowing credit card payments to be converted to checks mailed directly to the lender. Despite the loan transfer, payments were consistently made and initially deposited without issue. In XXXX XXXX the processing of my payments was suddenly mishandled. A payment of {$5700.00}, confirmed sent via XXXX, was not deposited, and this discrepancy was not communicated to me, leading to a false delinquency report. Shellpoints ledger and subsequent credit reports reflect four incorrect late payments, directly damaging my creditworthiness and my ability to refinance my primary residence. As it stands, the lack of transparency surrounding my monthly mortgage obligations remains unresolved. The confusion about the status of my accountwhether it's current or delinquentand the unexplained fluctuations in the escrow despite my insurance being fully paid at the start of the year is bewildering. This ongoing uncertainty, coupled with the lender 's apparent negligence, has had a detrimental effect on my credit and, by extension, my ability to secure new or refinance existing loans. It is imperative that these issues be urgently addressed and rectified to restore my financial standing. Evidentiary Documentation and Specific Errors : 1. Unapplied Payments and Late Charges : o Payments totaling {$13000.00} were labeled " Unapplied '' with no justification, incurring late fees of {$1100.00}. 2. Escrow and Insurance Premium Miscalculations : o Shellpoint 's records incorrectly indicate escrow disbursements for insurance premiums already paid in full, amounting to {$5600.00}. 3. Incorrect Credit Reporting : o XXXX 's credit report shows four late payments that are unfounded, given the evidence of timely payments. Documents Attached for Your Review : Proof of XX/XX/2023 Payment ( Refunded in XX/XX/2023 ) Check Sent in XX/XX/2023 via XXXX Shellpoints Escrow and Insurance Records from their website XXXX Credit Report detailing the incorrectly reported late payments Demands for Immediate Action : 1. Comprehensive Audit : o An immediate and thorough audit of my account, correcting the payment allocation and reversing any unwarranted fees. 2. Correction of Credit Reporting : o Direct retraction of the incorrect late payment reports to the credit bureaus, backed by the documented evidence provided. 3. Escrow Review : o An assessment of the escrow account to align with the actual insurance premium, affirming no further extraneous disbursements are made. 4. Formal Acknowledgment and Apology : o A formal acknowledgment from Shellpoint of these errors and a suitable apology for the undue stress caused. I anticipate Shellpoints prompt and decisive action to address these issues. The urgency and gravity of this matter can not be overstated, as it has significantly hindered my financial flexibility. I await your detailed response, confirming the steps you will take to resolve this matter. XXXX XXXX ( XXXX ) XXXX XXXX ShellPoint Mortgage Account XXXX : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33180
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/XXXX, my mortgage payment from Shellpoint ( a division of NewRez ) went up from {$2000.00} to {$4400.00}. There has been no notice or justification as to why the sudden and significant increase in my mortgage payment. I called the company during business hours on XX/XX/XXXXXXXX and spoke with XXXX XXXX XXXX. She informed me that I was in an adjustable-rate mortgage and that I was sent a letter in XXXX advising me of such. When I mentioned that I did not see any such letter and I do not believe that I am in an adjustable rate, she advised that the letter was sent regular mail on XX/XX/XXXXXXXX with Changes on XX/XX/XXXX. She also mentioned the terms of the adjustable rate changed from XXXX index to XXXX index and that we would have received notification on that in XX/XX/XXXX. Again, I mentioned that we have received neither notification and she stated it was sent regular mail. I advised XXXX XXXX that we purchased our home in XXXX with an adjustable rate and subsequently modified our mortgage several years later after the mortgage meltdown and financial difficulties. My understanding was that we were in a permeant fixed rate. She read to me that she saw the Purchase with XXXX in XXXX and transfer to XXXX in XXXX. She also read all our mortgage rates XXXX 5.25 %, XXXX 5.25 %, XXXX 3.5 % ( XXXX ), XXXX 3.35 % ( XXXX ) and XXXX 4 % ( XXXX ) with no further changes since. We agreed that could have been around the time of our modification after bankruptcy in XXXX. XXXX XXXX advised that we should open up a case and make a regular payment to avoid collection activities. I asked if she would provide anything in writing and she stated that she would not. She opened a Complaint Case # XXXX and Research Case # XXXX and stated that I would be contacted in 2-5 business days and would hear from someone by Friday, XX/XX/XXXX. I opted not to make a payment at that time. When no one contacted me at all, I reached back out to Shellpoint on XX/XX/XXXX, I explained my situation to the agent, name was " XXXX ''. She agreed to accept the regular payment of {$2000.00} over the phone and provided a confirmation number. She then transferred me to a supervisor, XXXX XXXX XXXX. He informed me that both cases had been closed and that I was misinformed, and no one would have reached out to me. He was confused looking at our loan and agreed that some additional research would be needed. He confirmed that the regular payment would suffice to hold off any collection attempts but refused to put anything in writing either. In our discussion, he did mention that he saw a modification in XX/XX/XXXXXXXX at 4 % and that it should have ended ( " reduction end '' ) in XX/XX/XXXX. He also stated that he did not see any other action until XX/XX/XXXX. XXXX XXXX advised that he needed to locate the original document and would be back in touch. He emailed me his contact information and stated that we should reconnect. I explained to XXXX XXXX that this was troubling and I do not believe that we are in an adjustable rate and have never been informed as such to dispute it either. He brought up the XXXX again and I informed him that I was completely unaware and never notified of anything to date. I also had an issue last year when their online system went down and I could not make a payment, after missing 1 payment, a certified " Notice of Intent to Foreclose '' was sent to myself, the state of Maryland and our tenant, causing them alarm. I said that I did not want that to happen again and he assured me that it would not. I also mentioned to him that had we ever been notified, we would have looked to refinance during historic interest rate lows ( I looked it up, from XX/XX/XXXXXXXX to XXXX, Investment Property Fixed Interest Rates were 3.125 % - 3.375 % ). I did not hear back from XXXX XXXX and on XX/XX/XXXX received a certified " Notice of Intent to Foreclose '' with an unapplied balance of {$2000.00} and asking for full payments to be made by XX/XX/XXXXXXXX or we would be foreclosed on. My tenants have also received a letter and are spooked and are considering leaving now. I emailed ( XXXX ) and called ( XXXX ) XXXX XXXX on XX/XX/XXXX. I emailed and called him again on XX/XX/XXXX. After not hearing back, I again emailed XXXX XXXX today, XX/XX/XXXXXXXX and advised that I would be reporting to the CFPB. First and foremost, I do not believe we are in an adjustable-rate mortgage and not sure how they have come to this conclusion. Secondly, there has been no communication from Shellpoint advising that they believed I was in an adjustable-rate mortgage until I logged in to make my XXXX payment. Had there been any notification either earlier this year or in XXXX, when he said it should have adjusted, we would have had plenty of time to research and remedy before the payment more than doubled. Additionally, we had excellent credit and plenty of equity and could have refinanced or even sold our home in XXXX or XXXX when rates were low and homes were selling in 2 days. Now, we are faced with foreclosure, a tenant that is nervous to stick around, high rates, no ability to sell or refinance and an aggressive lender who has no issue sending certified mail when it suits them has no record of mailing us when we deserve any type of notification. We are troubled, stressed, distraught, losing sleep and scared that our home will be taken after we worked so hard to rebuild our credit and paid on a mortgage for a decade while it was underwater in equity only to have the lender try to steal it away for us now that it has value.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21784
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Our home in XXXX burnt down in the XX/XX/XXXX XXXX fire. After the fire we were paying our mortgage as well as rent on a XXXX XXXX on XXXX. To lighten our monthly financial burden, we wanted to pay off our mortgage loan. We contacted Newrez to pay off our loan and received a payoff amount of {$830000.00} with a payoff closing date of XX/XX/XXXXXXXX. My husband and I were directed to send in our funds, which were split between personal funds and insurance claim funds. We received {$410000.00} from insurance funds, of which we signed over the checks and expedited them to Newrez/Shellpoint by XX/XX/XXXX. The remaining amount which was {$410000.00} was paid from our banking account, XXXX XXXXXXXX XXXX. The wire transfer to Newrez/Shellpoint was made on XX/XX/XXXX and received by XX/XX/XXXX. We were also advised to send in a letter of intent to use our claim funds to pay off our loan. This letter was received by Newrez/Shellpoint on XX/XX/XXXX. We completed all required tasks with the correct funds by the XX/XX/XXXXXXXX payoff closing date. However, our loan has not yet been closed and instead we have been sent several new payment amounts which have increased in amount due to daily interest. We have spent over XXXX hours on the phone and taken 5 days off work to speak with Newrez and Shellpoint in order to remedy this issue and explain that we made our payoff date and should not be penalized by their incompetency to process our funds to close the loan. While they continue to not close our loan, our amount keeps growing as interest is accumulating. We are also being told that we owe our XXXX mortgage amount. Ive told Newrez/Shellpoint various times that no amount should be owed as we have paid off our loan in its full amount for the XX/XX/XXXX2023 payoff closing. I have continued to call Newrez/Shellpoint and have been transferred to various departments, all placing the blame on other departments. At this point, I am not confident they will fix this issue and close out our loan. After many attempts to close the loan while holding our money for one month, they have still not processed the finances and continue to go back and forth between various departments figuring out what the hold up is. No progress has been made to close the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: I am trying to get a Heloc with XXXX XXXX XXXX, all income and taxes are good, the problem is with my current mortgage holder Shellpoint Mortgage ; they put my Pandemic forbearance from XXXX as it a second mortgage ( $ XXXX ). All the banks know that you can not get a heloc with two mortgage.What could i do?.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33782
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Since XX/XX/XXXXXXXX I have paid extra every month to be applied to escrow. To find out that all the extra money went to principal balance, which is not I requested nor stated in each memo when paying via bank transfer. I would like {$700.00} to be reversed from principle to due your company 's error, applied with the {$500.00} I sent in in XX/XX/XXXXXXXX to be applied to XX/XX/XXXXXXXX mortgage payment with the remaining balance of {$160.00} to escrow. I was toldby New rez in XX/XX/XXXXXXXX that all extra would go into my escrow account, if I noted it. XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XXXX XXXX and XXXX XXXX I paid extra in the amount of {$39.00} each month. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX I paid {$79.00} extra. XX/XX/XXXX, XX/XX/XXXXXXXX and XX/XX/XXXX I paid {$61.00} extra and the {$500.00} paid on XX/XX/XXXX should be in suspense waiting for the remaing {$530.00} to be sent in. Again please reverse {$700.00} that errously went to principal and apply my suspense of {$500.00}. Then I called XX/XX/XXXXXXXX to make the remaining payment of XXXX to XX/XX/XXXXXXXX along with the {$500.00}. To find out today they took out the {$500.00} but then applied the XXXX to principal balance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My home was damaged by XXXX XXXX. Insurance company issued money to fix home in the amount of XXXX. The contractor has submitted invoices, release of lean, also had inspection done to get portion of work that has been completed for payment. So, far XXXX, XXXX of work has been completed. They have only released XXXX and has not released any more money. I have been in a hotel since XX/XX/2023. The contractor can not complete any more work without getting more money for supplies and to pay vendors who have completed their work. I have called over 32 times and have submitted every piece of documentation they requested. They do not give you the option to talk to upper management.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A