Date Received: 2021-08-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I sent a certified registered letter to my mortgage company requesting 180 days of forbearance and they completely ignored my request claiming they never received such a request which I know they did because I had the signed receipt from the postal service. I was waiting to hear from them for 2 months and they had my current email, home address in Hawaii and phone number but they chose to send late notices to the mortgaged home knowing I wasnt going to receive these notices. My daughter had just so happened to pick up the mail and thats when I was aware they had ignored my request for forbearance and were reporting to my credit agencies that I was 60 days late and then I get a call from the VA inquiring about my non payment and I immediately paid my loan up to date to avoid getting foreclosed on. When I contacted Shellpoint Mortgage to find out why they didnt contact me via email, phone or mail at my current address and why they had ruined my credit for not granting me the forbearance request they responded that they never received my request and when I asked them to reverse the 60 day late reports they refused. I then filed a complaint and sent the signed receipt from the registered, certified letter requesting forbearance and I am still waiting for them to correct this.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Consumer Financial Protection Bereau, On XX/XX/XXXX, I was informed by Shellpoint Mortgage lender about an additional fee I would need to pay for home insurance. The new monthly mortgage amount increased to {$5000.00} XXXX from the previous amount of {$4600.00} XXXX. I called, spoke to a representative and emailed proof of insurance to XXXX, stating I've switched my home insurance to a new provider, XXXX. I attached proofs in my email to XXXX. In XXXX, I noticed my monthly mortgage still included the additional fee which totaled to the {$5000.00} amount. It has not been corrected. I then called back and spoke to another representative. She stated I needed additional HOAXXXX insurance. At this point, I purchased HOA insurance with XXXX XXXX. I sent a copy of the insurance to XXXX XXXX XXXX but never heard back. In XXXX, after speaking with several representatives at Shellpoint to resolve this matter but to no avail, I asked to speak with a supervisor named, XXXX XXXX, a manager in its Insurance Division. I resent all required proofs of insurance to XXXX, who informed me all is now resolved. My XXXX mortgage amount would reflect the correct amount of {$4600.00}. In XXXX, I went to make a payment, I was informed that my monthly amount has increased to {$5000.00}. I called again, and was told it would take time for the system to reflect the accurate information. The correct amount was {$4600.00}, which I paid. In XXXX, again I went to make a payment, and again, a representative told me that I now needed to pay {$5000.00}. I provided her the background information. I also resent my proof of insurance to XXXX on XX/XX/XXXX. The representative made a manual adjustment and took my payment of {$4600.00} over the phone. Starting Saturday, XX/XX/XXXX, I received calls from Shellpoint, stating I'm behind on my mortgage. The harassment calls continued onto the following XXXX XXXX and XXXX At this point, I am now very frustrated, but concerned that Shellpoint would put a foreclosure on my home and ruin my credit due to their own incompetence. Again, I called and this time spoke to XXXX XXXX. I spoke to XXXX, who was helpful. She examined the previous payments and records, and found no data or documents that justified Shellpoint 's increase amount of {$5000.00}. XXXX filed a complaint on my behalf, and asked Shellpoint to show clear explanations of the increased amount. On XX/XX/XXXX, I received a document from Shellpoint stating I now owe {$10000.00} and is due by XX/XX/XXXX. The document showed a ESCROW credit to my account in the amount of {$1300.00}. But, it did not show my last payment on XX/XX/XXXX in the amount of {$4600.00} was applied. After 6 months of trying to work with and solve this problem directly with Shellpoint, no progress or resolution has been made. I am now reaching out to you for help. Shellpoint has caused me many hours of loss work, in addition to the emotional XXXX and concerns over losing my home due to their incompetence. Please help! I can be reached via email at XXXX, or by phone at XXXX XXXX XXXX XXXX. Regards, XXXX XXXX, home owner of XXXX XXXX XXXX, XXXX XXXX, CA XXXX. P.S. I have also reached out to local XXXX stations to help me in resolving this matter with Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are currently facing a impending foreclosure on our home and residence. On XX/XX/XXXX l received a certified letter which read " Notification of our plan to sell property '', which will be included with this complaint. This is the first correspondence of this type received. When Ditech Mortgage XXXX folded several attempts were made on our part to fix and repay delinquintcies of our mortgage. Or some sort of repayment arrangement with the Shellpoint Mortgage Servicing company starting in XXXX. This was because of a letter received from Ditech Mortgaging XXXX, instructing us NOT to make payments to them. As they were going out of business at the time. Each time that Shellpoint was contacted we were transferred to an extension in their company. Supposedly the case worker working our case, where everytime meeted by voicemail. Leaving a message, each time expecting a call back ; none was received. The last time before the above letter was received was on XX/XX/XXXX. Following my wife 's XXXX XXXX, we were to call back two weeks later. This was because she was just coming out of the hospital. Called Shellpoint back with an extension to call two weeks later to the day. Call went to voicemail again and left another message asking them to call us back. No return call was received again. Keep in mind each time Shellpoint was contacted there was a different extension, and different case worker. Shellpoint also said over the phone on XX/XX/XXXX that at the beginning of this that they had sent me a welcome letter. This letter supposedly discribed when and where to send payments. No such letter was ever received. I feel that we made every attempt to try and resolve this matter. Shellpoint Mortgage Servicing 's way to solve this is to go ahead and sell and foreclose on the property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
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 has been reporting the incorrect dates on my credit report as to when i took out a mortgage with Greentree, Ditech who filed for bankrutcy and sold our mortgage to New Rez [ Shellpoint mortgage ] .I tryed disputing this and sent them court papers and a copy of the mortgage as to when it was started .They have listed me me as having started this mortgage in XXXX and my contract was started in XXXX .thats when the mobile was built was XXXX they havent investigated this matter and as of this date it is in court in Billings mt .They have this document as i certified it to them and they came back with the same wrong info .please can someone help?? Thankyou XXXX XXXX XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 590XX
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My loan was transferred to Shellpoint Mortgage Servicing on XX/XX/2021. I received notifications from insurance company and XXXX County, that no payments have been received. I contacted Shellpoint Mortgage Servicing on XX/XX/2021, I was told by XXXX that my insurance is not escrowed, and I need to pay the insurance directly to the insurance company. I contacted Shellpoint Mortgage Servicing on XX/XX/2021, spoke with XXXX with the tax department. I was told that there is no county tax in my escrow. On my monthly statement, there is a line item, " Escrow ( Taxes and Insurance ) {$630.00}. '' Please provide written confirmation that taxes and insurance are escrowed. If not, please refund {$630.00} that I paid for XXXX and XXXX, immediately.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan # XXXX was sold by XXXX to NewRez. NewRez is supposed to pay mortgage insurance with part of the payments I send them. Last month, they didnt pay insurance, and my insurance company, XXXX, was finally going to cancel my insurance, so I paid it myself. So essentially I paid it twice. I tried calling NewRez and got transferred twice, the last time was to a useless voice recording with no help options. I emailed NewRez. On XX/XX/XXXX, they responded : We received your email and are working to gather the requested information and will respond as soon as possible.. Its the XXXX now, so no response in 20 days. My next payment is due and I dont want to overpay again.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 139XX
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was placed on a forbearance plan and the company Shellpoint Mortgage has still accessed fees and did not pause any of my payments. They also did not stop negative reports on my credit. I have contacted them via phone several times since XXXX of 2021 and they tell me a supervisor needs to contact me, one is never available when I call and one will call me back. I never receive a call. I tell them I have documentation that I am on a forbearance and they tell me they do not see the letters I have from them in their system. I request to have the fees removed and the new balance given to me with the payments that were supposed to be paused during my forbearance taken out and I never receive anything other then more letters stating I am in default. I am at my breaking point with this company and just want to work out a payment with them that takes away the fees, legal fees and payments the Covid Forbearance was supposed to pause. I feel this company is not following the Covid Guidelines and are trying to just take my house. I have called, emailed and mailed letters to this company and I am just ignored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33325
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
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: My mortgage account was in forbearance from XXXX to XXXX of 2021. The person handling the case at Shellpoint mortgage openly admitted to submitting my paperwork earlier than it should have been. Now its saying that I am 2 payments behind and they reported one already and it has dropped my credit score. I disputed it once and they removed it and my credit score went back to the original score. I disputed it again and it was confirmed that I was correct but they did no correct the report and my credit score was impacted again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I own a home that Shellpoint Morgatge services. On XXXX of 2021 I got a call from my neighbor telling me that there was a person trespassing on my property, at the time I was away from my property in XXXX and it would take me at least 2 hours to get back to my home. My neighbor called me and there was two people replacing my locks on the front door and installing a lockbox on my home. These people went inside my home and placed stickers on all my windows, I asked them on speaker home to please leave and not enter my property and they assured me they had been sent from Shellpoint mortgage to secure the property because it was vacant and I was delinquent on my monthly payment. I explained my home was not vacant, the A/C was on there is water and the lights are on, in addition I was not delinquent on my payment. I called shellpoint mortgage and they explained this had been a mistake that they would send XXXX their 3rd party contractor to put my lock back and to remove the lock box. It has now been a month and I have not accessed my home, they have not put my locks back, they have not removed the lock box. Every time I call they tell me We are waiting on the Third party. I have been out of my home for the last month and all over a mistake that Shellpoint made, they have done nothing to resolve this, how is it possible that a mortgage company can block entrance to a family 's home? how is it possible that I have been locked out of my home for a month now with no way in, they send a third party to trespass into my property and remove my lock, that is stealing something I own, on my property. I am making a monthly payment on my house that I can not enter due to Shellpoint mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since the dissolution, by divorce, in XX/XX/2019, of the marriage with XXXX XXXX, and the resulting property settlement, which placed the property in my sole ownership, I have tried to remove my ex husbands name from the mortgage loan. For New Rez in care of XXXX Mortgage Service, which this complaint is against, unlike for XXXX XXXX and XXXX XXXX which have received the divorce settlement documents and responded by removing my ex-husbands name from the mortgages they hold, New Rez has demanded a 1 % fee to remove XXXX XXXX name. The latter two mortgage companies just responded to the judges ruling and removed his name. I do not know where my ex-husband is. I do not have contact information on him. Therefore, regular business requiring his signature such as a forebearance plan, a refinance, a sell, or any other normal business activities can not be accomplished. During the covid 19 pandemic many financial hardships are being dealt with and I think to require a 1 % fee to simply drop XXXX XXXX name from the mortgage, as other mortgage servicing companies have done, is gouging and is taking advantage of the consumer. The letter they sent requires the fee be no less than {$400.00} and no more than {$900.00}. Their letter states a 1 % of principle fee which in my case would be {$140.00}. so it is more like 3 % in my case. Not only that but their instructions require all borrowers signatures which is impossible because, as already stated, I do not know where XXXX XXXX is and have no contact information on him. There is every possibility that I may lose possession of this home since this month I asked for a forebearance period on this house. At the end of the forebearance period they will no doubt ask for his signature on documents which I will not be able to provide. This mortgage servicing company is using this request as another income stream. This procedure was not disclosed on the mortgage document at signing of the mortgage documents.
Company Response:
State: TX
Zip: 78251
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A