Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a previous compliant today # XXXX. I would like to add that I would like to dispute the legal and foreclosure fees that I'm currently paying as the process was started in error. The foreclosure fees assessed where made after the payment was made of {$2100.00} and a request for assistance was made twice prior to this foreclosure step which caused the additional fees. I would like to know if I could pay the 3 months mortgage that is showing behind and make other arrangements for late fees as the mortgage repayment plan is high. Thanks
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was on actived COVID 19 forebearance for XXXX XXXX XXXX. Shellpoint Mortgage has been charging me XXXX per month for last 6 months for property inspection fee. Under covid 19 forebearnce, there are not supposed to be any fees assessed to my loan which they continue to do. After I came off this COVID 19 plan, and am trying to catch up on payments I am still being assessed XXXX per month propety inspection fee. Please help me.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During Covid19 I was unable to keep up with my mortgage payments. I went online and requested assistance in XX/XX/XXXX. I never heard back and in XX/XX/XXXX I called. I spoke with a guy by the name of XXXX XXXX and was advised that he would wait until I hear back from them about the repayment plan.. I was heading into another month of late if I waited so I asked what amount could I pay until then to avoid foreclosure and he advised me XXXX I paid that amount with him over the phone which a few months of payments. I still had not heard back from the company so I called them and was advised on XX/XX/XXXX by XXXX XXXX that my account was in Foreclosure status and should not be! he called and emailed a few people and advised me to wait to hear back.. I then called back a few days later and got another rep that offered a repayment plan of $ XXXX month.. I agreed and paid a early.. I continued the payment repayment plan and they never updated my credit report to reflect the plan.. It continued to reflect past due months.. I then emailed XXXX XXXX my POC and still have not received a email back yet. I received an alert on my account reflecting it may be marked as foreclosed and I have no idea what's happening. Please Help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear ShellPoint I spoke with you today again at approximately XXXX XXXX With in two hours I received a forwarded email regarding questions about forbearance extension. Who is your legal team - is it the person that sent email today? Why is another person address on this letter? Does XXXX represent ShellPoint or XXXX XXXX XXXX - as XXXX just sent email with ShellPoint letterhead dated XX/XX/2021 today. I am not in litigation against either ShellPoint or XXXX XXXX XXXX. I am ShellPoint customer and if XXXX XXXX XXXX is master service their customer as well. My question are regarding my loan. I am in proper for the record - I did not authorize any mortgage documents to go to any other party. Even when I was just in bankruptcy case ShellPoint never sent my mortgage statements etc to bankruptcy attorney unless she asked for specific information. I am asking questions on my behalf not for any other person.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I've been disputing fraud accounts on my credit report since XX/XX/2020. I keep sending multiple sets of letters to the bureaus and the creditors so the excuse of " we didn't get it '' doesn't happen. Furthermore, each letter is certified mail with tracking and each letter shows signed and delivered and yet the bureaus are still not taking any actions. The accounts are not showing in dispute nor are they removed from my report. The accounts always show up with different name variations and different account number variations and yet the bureaus seem to ignore the trend and let these fraud accounts affect my credit score. I have requested the investigation to be initiated and also verifiable proof to be submitted should the account claim to be mine. Not only have I not received any mail showing the verifiable proofs needed to justify the accounts to be on my report, I haven't even received any letters at all stating the investigations have begun. Per the FCRA and federal law, the process is supposed to be 30 days. 375 days later, I'm still here shelling out money for certified mail with no end in sight and no results to show. This is my last option before I take this up with my lawyers and sue for full compensations and damages incurred. Finally, it seems that when these complaints are submitted, the bureaus are using the excuse that they " can't confirm my identity '' to get away with taking no actions on my credit report. Please investigate this as well.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I purchased a mortgage through XXXX XXXX on XX/XX/XXXX. Our mortgage was sold within a few months, to New Rez. New Rez never sent our new mortgage information to our flood and home insurance companies and placed lender-placed insurance for both. They double charged our escrow account and we were never aware of this until it was time to pay our taxes and premiums at the end of the year. My insurance agent contacted me and told me that my insurance has not been paid and I had a week to get my payment in before my insurance lapsed. They gave us a 30 day grace period due to these issues. I spent over 2 hours on the phone with the lady who sold me my mortgage originally, through XXXX XXXX. We spoke with a representative named XXXX, who was supposed to have taken care of this. We were told they over-nighted a check to both insurance companies and it would be taken care of within 2 weeks from that day ( amount of time for the check to be sent through mail. ) Now a month has gone by and I received another call from my insurance representative stating that my home insurance still has not been paid. Now I am XXXX days out from my insurance lapsing due to New Rez not sending the check to the correct company. I have never missed a payment on my mortgage. I have paid insurance every single month for a year now. I am about to lose my home insurance in XXXX days due to New Rez not doing their due diligence in gathering the correct information regarding my mortgage. I spoke with a supervisor named XXXX on XX/XX/XXXX and was told she would pay my insurance with a credit card that evening. She stated on the phone I would receive an email the following morning with payment confirmation and update mortgage clause. It is now XXXX XXXX and I have yet to receive any of the things I was promised to resolve this issue. I have spent hours on hold, it took them approximately 5 hours to call me back on XX/XX/XXXX. I am not receiving the service I should be. This is a consumer 's nightmare to deal with this and it is no fault of my own. I need to know my rights in this situation because this is absolutely not acceptable from a mortgage company and the service I have received to resolve this issue is minimal.
Company Response: Company believes the complaint is the result of a misunderstanding
State: LA
Zip: 71111
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have disputed incorrect credit reporting for 7 months now with Shellpoint mortgage, XXXX and XXXX. * please see all attached documents. ** We had a mortgage in XXXX of XXXX to XX/XX/XXXX. Which at no point did Shellpoint mortgage ever service our loan. Shellpoint began servicing XXXX 's loans on XX/XX/XXXX. Our mortgage was already closed and paid in full. *see attached letter for the letter from shell point regarding this matter* Shellpoint should not even be on our credit report. XXXX and XXXX are both reporting 120 days late which Ive also disputed and neither have cared to respond or communicate any investigation. Ive included copy of the credit report showing the account, the letter from shell point showing they never serviced my loan, the release of mortgage deed release dated in XXXX. I want this whole account removed off my credit,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortgage Servicing wrongly reported to the credit bureaus a late payment in XX/XX/2021. This account was in autopay and I am including proof of payment for XX/XX/2021. I called them on XX/XX/XXXX and they asked me to send proof of payment to a provided email ( also attached ), which I did. This action has damaged my credit and prevented me from refinance my current home. Also attached is a letter from Shellpoint stating that they received my inquiry, but the late payment has not been removed from my credit. It cost me over 50 points on my credit and unable to refi or purchase another property. The worst part is that this account is already paid in full but the damage of my credit remains.
Company Response:
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing keeps putting lender placed insurance on my condominium even though I have both association and personal insurance. I have demonstrated this to them with the time limits via their reporting website, EOI, which acknowledged my submission and said if there were problems they would notify me within XXXX hours. They never responded. I also faxed ( and have the receipt from XXXX ), snail mailed and emailed to one of their employees the insurance dec pages. I have telephoned them several times ( I have a log ) and they always say it will be fixed. The charge went off my mortgage bill but has now reappeared, with a back balance of {$580.00}. I can not get them to stop this. I see via an internet search they have already settled several legal cases against them for this very issue.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We started the refinance loan process with XXXX Mortgage around XX/XX/2021 and is still ongoing it is now XXXX XXXX Me and my spouse have questions and have sent several emails with questions about this refinance. We constantly receive emails to sign documents that have closing dates and rate locked dates that change which we do sign. So this is my complaint I have reached out to the Customer Care Support, Loan Officer and Mortgage Consultant for 2 months now. I have sent these people emails and left phone messages along with my phone numbers where I can be reached I continue to get Closing Disclosures to sign but not one reply to my emails or phone messages. I also want to know if XXXX Mortgage is allowed to keep changing the Closing date and Rate locked in date as they please. I would like to include all the different amount and fees that continue to increase in these Closing Disclosure Documents but at this point I have so many me and my spouse have signed that both of us are extremely confused.
Company Response:
State: TX
Zip: 78224
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A