Date Received: 2021-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint against Shellpoint Mortgage Services is falsifying information within my account, failing to follow through on the ACH promised to fulfil the escrow amount of money owed to me and lastly, using a stalling technique to keep from paying the escrow owed to me. Note : all of the conversations between those at Shellpoint Mortgage Services and me were recorded on the part of Shellpoint Mortgage Services at Shellpoint Mortgage Services as well as recorded during my calls to Shellpoint Mortgage Services. Today I spoke with XXXX XXXX of Shellpoint Mortgage Services at XXXX XXXX confirming the mortgage was paid off and added that Shellpoint Mortgage Services owes me {$2800.00} but would not ACH the money into my bank account. On Thursday, XX/XX/2021 at XXXX XXXX I spoke with XXXX at Shellpoint Mortgage Services, who confirmed the wrong account number was in the file and transferred me to XXXX XXXX in customer service. After providing her the same info she agreed that Shellpoint would electronically transfer the {$2800.00} within 24-28 hours to the correct account. On Monday, XX/XX/2021 at XXXX XXXX spoke with XXXX at Shellpoint Mortgage who took my bank routing number and account number advising that a transfer would take place regarding the escrow amount of {$2800.00}. On Friday, XX/XX/2021 at XXXX XXXX confirmed that Shellpoint Mortgage had not received final payment. On Tuesday, XX/XX/2021 at XXXX I checked with Shellpoint Mortgage had not received final payment.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60453
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-08
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: I filed a dispute on Shellpoint thru XXXX in XX/XX/XXXX& XX/XX/XXXXas 3 months was missing stating I did not pay the monthly amount on a modification I had started with Shellpoint on XX/XX/XXXXwhich I PD on XX/XX/XXXX.but on XXXX it states PD XX/XX/XXXX but references XX/XX/XXXXand was for XX/XX/XXXX {$2100.00} 2nd mod PD end of XX/XX/XXXX {$2100.00} for XX/XX/XXXX last payment for Modification was XX/XX/XXXX for XX/XX/XXXX for {$2100.00} those were the 3 modification payments Start in XX/XX/XXXX, - XX/XX/XXXXi disputed the dates & XX/XX/XXXX said no payment i am going to XXXX XXXX XXXX XXXXXXXX tomorrow to get payments sent to Shellpoint from XX/XX/XXXX-XX/XX/XXXX. Which will prove Shellpoint received the monthly payments. The Attorney Generals Office in XXXX reached Shellpoint & had my percentage rate reduced from 5.0 % to 3.375 % and my monthly payments were reduced to {$1900.00} per month. When I was emailed from XXXX that my dispute was ready checked XXXX put in No Payments for XX/XX/XXXXwhich also Reduced my mortgage Fico Score for mortgage from a XXXX and put down to a XXXX for Mortgage this should be made right I paid as I was suppose to in XX/XX/XXXXafter Fraud/Identity Theft!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez DBA : Shellpoint Mortgage is engaged in RESPA violations and predatory practices against consumers. I am a minority woman and feel this is discriminatory practices on multiple levels. I have owned a condo in AL that has a current mortgage of $ XXXX. The original loan was serviced with a different lender and sold to XXXX XXXX then eventually ended up with Shellpoint/NewRez. I have always maintained adequate coverage on this property and also work in insurance for XXXX. The payment is automatic and has never been late or delayed. Beginning in XX/XX/XXXX, I was notified I didn't have adequate coverage for this property. I sent in the XXXX XXXX master policy that shows all adequate coverage including wind for exterior - with coverage at around $ XXXX. I also provided walls-in coverage from XXXX. The tenants are responsible for their own coverage on personal property. I pay my own insurance and taxes on this property. 1. The letter dated XX/XX/XXXX stated I didn't have adequate coverage. I called on XX/XX/XXXX after I received this letter and spoke with XXXX XXXX XXXX @ XXXX CST. She advised that she did have all documents and I was clear on coverage and did not need additional documents sent. 2. The letter dated XX/XX/XXXX showed an Annual Escrow Account Disclosure Statement Account History and showed a lender placed insurance bill of approximately {$1200.00}. I was showing a shortage in the escrow account. I called on XX/XX/XXXX and spoke with XXXX ext XXXX - her supervisor 's name is XXXX. She reviewed my account and said it was an error. She would have it removed in 5-7 business days. 3. The letter dated XX/XX/XXXX stated 'the lender-placed insurance we purchased for your property is cancelled effective XX/XX/XXXX because I provided adequate coverage ' 4. The letter dated XX/XX/XXXX stated 'because wind condo unit owners ( XXXX ) insurance is required on your property, we plan to buy insurance for your property '. I called XX/XX/XXXX @ XXXX CST ( once I received this letter ) and spoke with XXXX XXXX XXXX - she placed me on a long hold and were on the phone for close to an hour. I explained the master policy coverage and personal coverage. She said, " Oh, i see your personal wall-ins policy doesn't have wind - you must have this ''. I argued that a condo can not have double-pay outs and there was also wind coverage in place for the master - which there is evidence to support. She said that the Shellpoint requires additional coverage. I called XXXX ( my employer and purchased a policy on XX/XX/XXXX @ XXXX. Because of AL underwriting laws the policy took effect XX/XX/XXXX. Shellpoint created a lot of problems between XX/XX/XXXX & XX/XX/XXXX on receiving this documentation and I even has a rep from XXXX to help 5. The letter dated XX/XX/XXXX stated " the lender-placed insurance we purchased for your property is cancelled effective XX/XX/XXXX for ... adequate insurance coverage was provided. '' 6. The letter dated XX/XX/XXXX states " We received the insurance information you provided, but we are unable to verify coverage from XX/XX/XXXX, XXXX XXXX, XXXX. Please provide us with the insurance information immediately - we will charge {$650.00} ... '' This company has on multiple occasion received two policies from XXXX to show adequate coverage. They did not say my 2nd policy needed wind until I called on XX/XX/XXXX. I provided this on XX/XX/XXXX. They are now trying to unlawfully charge me back 'insurance ' due to their employee negligence and predatory lending practices. They can not ask me to force a backdate or previous policies on something that was already covered. I have always made auto-payments, never been late, and called every time to clarify. They are trying to force yet another policy on a property that is only valued at around $ XXXX XXXX. I request immediate help and am referencing this class action lawsuit against their illegal practices : Gregg T. Cardin v. Newrez LLC d/b/a/ Shellpoint Mortgage Servicing XXXX Case No. 1:21-cv-03350. The court ruled in favor of the plaintiff and against Shellpoint citing a breach of contract in violations of FDCPA, 15 USC, and ICFA, 815 ILCS 505/1. The AG should investigate the undue burden this company places on their consumers in trying to recoup expenses. ( Case : 1:21-cv-03350 Document # : 1 Filed : 06/22/21 Page 1 of 21 PageID # :1 ). In the above referenced case : Shellpoint knowingly placed unlawful assessment of charges to the Plantiff 's mortgage loan.. Specifically, Shellpoint unilaterally purchased and charged Plantiff for a property insurance policy despite having actual knowledge that Plaintiff maintained his own property insurance policy.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2021-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/21 while reviewing my credit report I noticed a significant drop in my score. One bureau was reduced by 80 points while the other was over 100 points. Shellpoint Mortgage had reported me over 30 days late ; however, I have a modification agreement in place which starts XX/XX/21. We were told that it would not negatively impact us but that is not the case. The more concerning part is that when my records are corrected the credit bureaus will NOT be increased by equal numbers it was decreased by. It's unfortunate that we are affected in this manner.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was given a loan on my home that had accelerated interest attached to it. It was given as a commercial loan, This was not true. This is/was my home. The interest rate is illegal in California. They have added over XXXX to my loan causing me to go into foreclosure. HELP
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We have been trying for the longest to get Shellpoint to correct the incorrect balances and payments reported to the credit bureaus. In the attached you will see that our loan was Service Transferred to them on XX/XX/XXXX. At that time the loan had a balance of {$190000.00} - We had made 17 consecutive payments since that has the account showing no late payments. Yet the account is also showing in the payment history various higher balances that in no way could be related to our loan. Starting from a received balance of {$190000.00} to an transferred balance of {$180000.00} after the last payment on XX/XX/XXXX and before it Service transferred to another servicer. It has been near impossible to get Shellpoint to correct the payment history, that also shows balances of {$190000.00} - {$190000.00} - {$190000.00} - and several balances of the {$190000.00} amount. These balances are impossible to understand from a starting balance of {$180000.00} to and ending balance when transferred, and there are none of the high balances on any of the monthly statements, yet they continue to report to the credit agencies balances that are not related to our loan. And they not reporting the actual payments amounts that are important to show that the loan has been paid correctly for the 17 consecutive payments that were made that we should be seeing reported to the credit agencies.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX my VA loan was purchased from XXXX ( my lender ) by NewRez ( a relatively new mortgage lender ). I received some information regarding the transaction, but not the information on where to direct new payments. I followed verbal information provided by phone. All my payments originated from my online payment account. Although all payments were initiated in a timely manner, New Rez claimed one payment was delayed in processing and filed a delinquent payment report against me. This meant that I was not eligible to use my VA loan benefits for an extended period of time. None of my efforts to resolve the issue with New Rez were successful. I paid off the mortgage and moved on. My concern is for service veterans victimized by New Rez. If they purchased a portfolio of loans from XXXX, chances are good that many of those loans are with either retired or XXXX XXXX personnel. XXXX XXXX personnel in particular are likely to be vulnerable to incompetence and inadequate staffing at New Rez. My hope is to shine some light on a problem that will result in loss of VA loan benefits by current and former military personnel.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Newres-Shellpoint was the original loan servicer. Newres transferred the loan to XXXX XXXX XXXX in XX/XX/XXXX. At the time of the loan transfer from Newres to XXXX XXXX, Mr. XXXX was beginning a 90-day, covid-related forbearance. That placed the loan in forbearance for XXXX, XXXX, and XX/XX/XXXX. The loan, now with XXXX XXXX, came out of forbearance on XX/XX/XXXX, and Mr. XXXX paid XXXX XXXX {$15000.00} - 3 MONTHS OF LOAN PAYMENTS PURSUANT TO THE FORBEARANCE. That is how the covid-related forbearances work. You get a break for 90 days and then at the end of your forbearance, you catch up. In a recorded telephone conversation with the representative of XXXX XXXX, they clearly state XXXX XXXX XXXX " honored '' Mr. XXXX 's 90-day forbearance in process by Newres=Shellpoint in XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX XXXX sent Mr. XXXX an email addressing the late payment reporting confirming the forbearance " was inflight '' during the transfer from Newres to XXXX, which again the transfer of the loan began in XX/XX/XXXX. First of all, the inconsistency in the NewRes-She reporting on this report is obvious. NewRes reported the late payment for XX/XX/XXXX in XX/XX/XXXX when they no longer owned the loan. This is evidenced by the reporting of XXXX XXXX on page 1 of the XXXX XXXX report which shows they owned the loan as of XX/XX/XXXX and reported " As Agreed '' for 7 months. The other notably inconsistent reporting on the XXXX XXXX document by Newres is that on XX/XX/XXXX they were reporting a 60 day late payment, when in fact we are talking about 1 month ( XX/XX/XXXX ). How can the late payment from XX/XX/XXXX, which would not be late until XX/XX/XXXX be late 60 days late on XX/XX/XXXX? The answer is that is impossible and it is not 60 days late - a false reporting by Newres. It is our strenuous allegation that Newres reported to the late payment to get a deal on the loan transfer, and that is not a coincidence that the late payment reporting crosses over with the XXXX obtaining the loan, which they XXXX agrees was in forbearance when the transfer of the loan began in XX/XX/XXXX. Mr. XXXX is prepared to take legal action against Newres under the fair debt collection act for the false reporting of his mortgage payments in XX/XX/XXXX. Again, the Derogatory Summary of the XXXX XXXX report is misrepresented by Newres. Notwithstanding that the above in that ( a ) Newres sold the loan to XXXX while in forbearance, ( b ) that an inaccurate late payment reporting is beneficial to the lenders in this industry, and it obvious from the paper trail that the late reporting occurred during a forbearance and transfer of the loan to a new servicer, Newres is not credible in its reporting simply for misrepresenting a 60-day late payment, when Newres itself verified that late payments are not reported until after the last day of the month, and the only late payment is XX/XX/XXXX and the late payment is reported on XX/XX/XXXX - 17 days, NOT 60! Therefore Newres is not a credible reporter and their reporting should be scrutinized and ignored. on or about XX/XX/XXXX, XXXX pulled his individual credit reports directly from Experian, Equifax and Transunion. None of the XXXX major reporting bureaus have evidence of a late payment as purportedly reported by XXXX for XX/XX/XXXX. All three credit reports were emailed to you on XX/XX/XXXX. These reports all verify the XXXX forbearance in place for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The attached XX/XX/XXXX is an XXXX forbearance form letter. The Covid19 mortgage pause forbearances are regularly 90 days. For example, in XX/XX/XXXX, XXXX called XXXX for a current forbearance. The form letter was generated immediately ( day of the call ), confirming terms of the plan : begin date, retroactive to XX/XX/XXXX, end date XX/XX/XXXX, plan term 3 months, with a XXXX payment required during the 3-month term. The previous forbearance with XXXX occurred the same way : Call made to Newres on XX/XX/XXXX ( confirmed by XXXX during call on XX/XX/XXXX. Forbearance retroactive to XX/XX/XXXX. However, in XXXX 's case, Newres transfers the loan and XXXX honors the 90-day forbearance, as confirmed in audio of XX/XX/XXXX. XXXX 's XX/XX/XXXX mortgage statement shows the 3 months of payments related to the forbearance made on XX/XX/XXXX, curing the forbearance of 3 months. This payment is consistent with the terms of the 90-forbearance started with Newres in XX/XX/XXXX, transferred and honored by XXXX when the loan was sold/transferred, and completed pursuant to the forbearance terms.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Wrote to you all for years about these loan servicers..they refuse to give me the correct amount I owe and refuse to give me proof of what I owe. They doubled the amount I owe so I couldn't pay my loan off. They used deceptive practices so they wouldn't have to prove what I owe. I tried through 3 straight bankruptcys and still no justice. I had to let them for lose to get some proof of what I truly owe. Today istill have no proof of what I owe and they sold my home. I need some intervention from the cfpb to get to the bottom of this. This is theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I asked on XX/XX/XXXX over the phone with NewRez to get three months forbearance due to COVID and recently being diagnosed with a XXXX XXXX XXXX and needing treatment thus having to stop working for 3-4 months. They told me I would have to call back in XXXX to get help with this. Ill be in XXXX XXXX XXXX in XXXX and would like to set up forbearance before.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97213
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A