Date Received: 2021-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I received a letter notifying me that I needed to show proof of hazard insurance ( please note this is the second time, Shellpoint did this to me in XXXX too ) ; so on XXXX I uploaded the doc to their site as well as emailing it to their general document email address ; received confirmation that it went through. XX/XX/XXXX received a second letter threatening to charge me unless I show proof of hazard insurance ; so I faxed the company and I called and spoke to a rep who told me that they have my paperwork it just had not been processed yet ( a month??!! ) ; so were good then and she confirmed with me over the phone we were good. Today ( XXXX ) I receive a third letter dated XX/XX/XXXX stating that they are charging me over {$1700.00} for hazard insurance!!! I am so angry with this company I do not want them to be my mortgage company they are absolutely horrible and have caused me so much stress having to deal with this ... .it is their job to contact my HOA to get this information I should not have to be doing their job!! All the other companies prior to them always took care of this
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a commercial loan I closed w a broker in XXXX of XXXX through XXXX. Both XXXX and my broker told me multiple times it would not show up on credit bc it was a commercial loan. Both their websites actively advertise this. Anyway everything was fine until my loan was sold to shellpoint mortgage out of XXXX. They are reporting my commercial loan on personal credit as of this month. Shellpoint mortgage said they can bc I am a guarantor. I paid over $ XXXX to buy down loan and have a prepayment penalty. Either the broker and XXXX actively lied to me or Shellpoint is in the wrong. I need to know who and how to resolve.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/21 I received a conditional approval for my refinance. I provided all requested information on my part timely. I signed a waiver that an appraisal was not needed and then 4 months into the process I was told one was needed. 4 1-2 months into the process my credit report had to be run again since the mortgage company took so long. Mortgage company then said they needed additional information from my husbands employer this was provided timely and then three weeks later after being told via email it was ent to underwriting it was not. Now I am being asked for a certificate of engineering which as far as I k is I do not have. I have spent countless hours in the phone and via emails with Newrez without response from anyone for weeks at a time. I have asked supervisors to call me and they do not. It has been 6 months and my refinance is not closed. This is my current mortgage company I am trying to refinance with. I have excellent credit and have always paid my mortgage on time. If requested I will provide the 80+ emails I have sent and received from Newrez
Company Response:
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I XXXX XXXX account # XXXXcustomer of Shellpoint Mortgage Servicing. Find myself obligated to request a response to my questions. Since I had tried the website and the telephone systems and as of today XX/XX/XXXX I still not receiving any acknowledge or proper response to my questions. As a customer of this company since XXXX, I find myself in a little dilemma about my payments. On XX/XX/XXXX as always I was sure my mortgage payment gets on time to this company. I had ordered for an ACH thought XXXX XXXX XXXX XXXX ( XXXX ). That ACH for a value of {$2300.00} was received and accepted by Shellpoint Mortgage Servicing on XX/XX/XXXX with a confirmation trace # XXXX.Shellpoint Mortgage Servicing called me on XX/XX/XXXX asking me to submit another payment. I would like to note that this company its extremely aggressive and demanding when it does come to collecting this money.Shellpoint Mortgage Servicing told me over the phone on XX/XX/XXXX that I was late, and I must pay my mortgage in order to avoid late fees and bad credit bureau reports. Supersized by this incident, I had no choice to re-pay this again. By that time my records were already annotated with defamatory comments about being late. Shellpoint Mortgage Servicing supposedly avoided my late fees. I tried to explain to them that I had never been late in any mortgage payment and that I had sent my payment over an ACH on XXXX XXXX. ( that paymet was for the XX/XX/XXXX XXXX Payment ). I went ahead and repaid my mortgage, I was asked to load up a letter on this very poor website on XX/XX/XXXX proving that XXXX in fact submitted that ACH. I did and I was supposed to wait three business days for a response. Those three days went by and no response and or email. In fact my letter and my email dispensary form my account. ( This web portal its extremely bad ). I decided to call for the third time, and I was told that Shellpoint Mortgage Servicing received my letter and my request, but they were working on it. As of today XX/XX/XXXX. No response to my questions, no knowledge where my money that I had paid t Shellpoint Mortgage Servicing went. When I owe money to this institution they demanded in a very aggressive way. But now that I have an issue, they took my money and refused to clarify this issue. I was lucky I had money in the bank otherwise, my records were damaged, and my account still delinquent with bad derogatory comments. I would like to get a response, I want my derogatory comments to be removed from my records, because I wasn't late. I want a full explanation of this mistake. I want my records clean and clear please. See letter from XXXX for the ACH transaction dated XX/XX/XXXX
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Shellpoint Mortgage Company has been harassing Me for two months. My loan was Discharged two years ago during a Bankruptcy, I sent five cease and desist letters, dating back to XX/XX/21. The ongoing harassment has been abusive as they are sending Me correspondence in the Mail almost every day. I reported it to the XXXX which is pending. Their reviews online show they harass people often. I would be grateful if You can assist Me in any way possible.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In the XX/XX/2021 Shellpoint response, they state they could not provide the forbearance that I requested while I am working through regulatory agencies for their refusal to make the modification permanent after I made the trial payments. Since they keep changing my dedicated representative, it allows Shellpoint to provide conflicting information. Shellpoint alleges that I did not answer the questions. As XXXX XXXX 's supervisor, Ms. XXXX has access to my responses as she has responded when I wrote to him. Throughout the email chain, I maintained that the situation had not changed. I answered similar questions posed by XXXX XXXX. But, having another representative such as Ms. XXXX allows Shellpoint to omit that I have answered the same questions recently. What was also omitted was I stated that Ms. XXXX 's questions should come with a disclaimer that says " Everything you say can and will be used against you. '' I asked why she was asking questions, not about the hardship, but questions that I felt could be used against me in a foreclosure action. This caution is due to the fact that Shellpoint sent me conflicting statements and used their error as a reason to deny making my modification permanent. I have provided answers to Ms. XXXX questions in addition to having provided similar answers to XXXX XXXX 's questions on XX/XX/2021. XXXX XXXX XXXX Sun, XX/XX/XXXX, XXXX XXXX ( 6 hours ago ) to XXXX, Escalations, Loss What was your reason for default? I do not agree that I am in default. My hardship is exacerbated by Shellpoint. I filled out a completed borrower 's assistance application, which Shellpoint ignores exists, and in violation of regulation x, did not provide all the options available to me. Shellpoint offered a streamline modification at {$1000.00} per month. When I raised the issue that it was more than what was on my completed borrower 's assistance application, Shellpoint provided a statement that said that the payment was reduced to {$990.00}. I paid the statement that Shellpoint sent me. I asked for clarification about the different amounts and my dedicated representative, XXXX XXXX, said he would check with his supervisor. He never got back to me on the conflicting trial payment amounts. So, on the final trial payment, I paid the {$990.00} plus the difference for the second trial payment. Shellpoint said that I did not complete the terms of the trial modification. But, Shellpoint has never acknowledged that they I paid {$990.00} based on the statement that they sent me after their intial letter saying the payments would be {$1000.00}. Thus, the modification was complete because I paid what they sent me, and the difference due to Shellpoint 's nonresponsiveness about the conflicting statements. Debt collection regulations state they should respond within 30 days to verify the debt. Shellpoint did not respond for over 60 days until after I made a complaint to CFPB. In Shellpoint 's CFPB response letter, Shellpoint said that they were informing me in that letter that my trial modification had been revoked. Regulation x says all statements should be accurate. My original hardship was the divorce. Then, I had a XXXX symptoms and could not return to work due to the pandemic. I have been affected by the pandemic. Has your hardship been resolved? My hardship has not been resolved. Are you currently occupying the subject property? I am occupying the property and have always occupied the property. What is your financial ability to make payments at this time? I made good faith payments to pay the trial modification and was prepared to continue making those payments. Shellpoint unreasonably cancelled the trial modification. Are you able to reinstate the total amount due at this time? I made the sum total of the trial modification. But for Shellpoint, sending a conflicting statement, not providing an analysis based on my completed borrower 's assistance application, and unreasonably stating that I did not complete my trial modification when I did, this question would not be an issue. Is this question to help with forbearance, modification, or to present to a judge during a foreclosure action? I asked for a modification to make lower payments given my current hardship. Can you afford your monthly installments at this time? It would be helpful if Shellpoint actually provides all my options given my completed borrower 's assistance application, which is still accurate at this time. I made all the billed modification payments. Shellpoint cancelled the modification because I paid the amount on the statement that Shellpoint sent. It is hard to say whether I can afford the monthly installment because Shellpoint will not provide accurate statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/2021, Shellpoint did not provide a designated representative in its CFPB response. XXXX XXXX is my designated representative in the correspondence. Shellpoint says that MsXXXX XXXX is his supervisor. All representatives have a supervisor. The regulations say that I am supposed to have a designated representative. Yet, in the XX/XX/2021 response, Shellpoint referenced attempts to reach me by phone from a third representative, which was not identified as XXXX XXXX or Ms. XXXX in the letter which prompted my complaint stating they were creating false documentation that I was nonresponsive. Shellpoint was nonresponsive for 60 days when they sent contradictory trial payment amounts and I asked for clarification. So, I need a designated representative, which Shellpoint 's response did not provide.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filed a complaint with CFPB back in XX/XX/XXXX Against my current mortgage lender. The company in question New Rez LLC. has rejected my application for a refinance once again. My original complaint # is XXXX. Please help me get out of my adjustable Rate mortgage and into a fixed rate mortgage with this company so I don't lose my home. They are my current mortgager and are not working with me to keep my home. I've been trying to get a fixed rate mortgage with them since XX/XX/XXXX.
Company Response:
State: CT
Zip: 06770
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This Mortgage was supposed to be protected by the CARES Act and was supposed to have payments paused during the pandemic. My other mortgage had the payments paused, but this one didn't even though I called them, requested it and was approved. I have reached out to them and they acknowledged it was a mistake, but they have yet to fix it on my credit report. Now it's reporting late and I have no way to refinance and pay off this loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My service lender has been over charging me for lender forced escrow insurance payments since close of escrow. I have called and spoke to the representative but issue wasn't resolved. I called back and spoke to a supervisor and I requested a full audit on my loan, and no records were provided. I have uploaded my insurance declaration policy fully paid onto my account. The lender acknowledged receipt and I received 2 letters that states they are removing the escow insurance, but they still continue to over charge me for insurance..they have caused so much anxiety and stress for me as it's taking so much of my time.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A