Date Received: 2021-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were under a repayment plan 5 months ago. Only had 2 more payments to make under the repayment plan. I called to see if I could pay the regular payment instead of the full repayment plan. The representative said they could not take that payment and suggested we do a short forbearance. We requested a forbearance period in XXXX. From XXXX til XX/XX/XXXX is the forbearance. I called today XX/XX/2021 to let them know we could continue the repayment plan XX/XX/XXXX. I was told in order to restart the repayment plan we needed to pay {$7000.00} upfront and restart the payment plan for 5months. If you requested a forbearance why do they think you would have {$7000.00} available???? Is it their way of putting the house in foreclosure??? I suggested we could probably have {$3000.00} down payment but that is not enough. Our only option is to do a modification???? We really don't need a modification.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX 2021, I contacted Shellpoint Mortgage to speak with my relationship manager Ms XXXX who have been assisting me with my foreberance extension and account. I sent a email to her to request the Foreberance extention and the email request bounce back. I went on Shellpoint website to request the extension of my Forberance which I had since XX/XX/2021 per American Rescue Act I have the right to request and extension up to 15 months if I was in a Forberance at that time. I was directed to call XXXX and was told my point of contact was changed XXXX and I was denied and foreberance extension. Did not ask me if I was still impacted from the Covid 19 disaster. I just felt discriminated against. I was also told I had a new contact person and I ask why because MsXXXX XXXX is aware of my challenges with the Disaster and has been working with me hanging my account. Then I was told that monies would be advanced to my HOA and that never materialized and now I am way behind per their letter in writing.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, My mortgage at ditech/green tree services was sold to shellpoint financial, when sold ditech was reporting me delinquent. Shellpoint then transferred that delinquency to two of my credit reporting agencies, XXXX and XXXX only. Ditech/green tree was reporting incorrectly, they are now bankrupt and no longer in business. I have filed a dispute with all three credit bureaus on ditech and it was removed however shellpoint is still reporting the delinquency. I attempted to pay ditech at which time they told me to pay the new company ( shellpoint ), I called shellpoint for two months at which time they advised that I was not onborded yet and they would let me know when so I can make the payment. Once I was on boarded I was able to make my payments. At which time I made all payments and have proof of all payments. I am not sure why they are reporting me delinquent, I have proof of all payments and it clearly states that I am up to date on them. This was being reported in early 2020, I believe the delinquency was reported for XXXX and XXXX. Technically I have 90 days to transition to a new lender, and secondly, this was in the middle of Covid, I believe this is wrongly reported. I have made multiple attempts to work with Shellpoint, I do not get any returned phone calls, they do not reply to my emails, and they are non responsive to me. Unfortunately I have spent so much time trying to be patient and work with them to no avail, I have a clear history of on time payments and more than the minimum paid. This is an error on their part and not communicating is making the situation even worse. It is impacting my ability to get a new home, at which time I can only pray it is not going to be serviced by Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started the refinance process wiht XXXX in XXXX of XXXX and to this date they have yet to close on my loan. I was conditionally approved on XX/XX/XXXX. After ongoing document requests, on XX/XX/XXXX, I was told we " I want to apologize for all the delays you have experienced during this process. The good thing is your loan is almost to Underwriting, we are just waiting on Proof of Insurance from your insurance company. I apologize again for all of the delays you have experienced ''. Yet as of today, XX/XX/XXXX, the loan has not closed. Throughout the process, I have been contacted by many different loan processors for one document after another. Many a times, I have to initiate contact for someone to respond via email, phone call messages, etc. and after weeks they respond needing updated info. They are the ones that are taking so long and apologizing for it. Yet they they keep moving the goal line in terms of documentation that is needed. I have a multitude of emails that can support my assertions.
Company Response:
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I spoke to Shellpoint regarding my mortgage multiple times since last year. I struggled to pay due to COVID and being in the XXXX XXXX. I collected unemployment for some of last year just to afford food and utilities. Shellpoint mortgage offered a forbearance plan which I applied for. They first set it up for 3 months, then contacted me with an extension option ( which as I understand it ended at the end of XXXX ). Each time I spoke to a representative I inquired about applying for a deferral for these payments and each time they told me I have to wait until the end of the forbearance period of time to apply. I received a call from Shellpoint today and the representative told me I can not apply for the deferral because that was only valid for upto 2 months in forbearance. I requested that he bring on a supervisor or somehow request the recorded phone call conversations I had with multiple representative regarding this matter and he said he can not do that. This is extremely unfair and I am not sure why all of a sudden they are changing their stance. He indicated that I can not extend the forbearance any longer and that all of the payments are due now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10562
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We fell behind on our mortgage due to medical issues and lost wages, and covid issues in XXXX of XXXX. I called in and explained and was told by Shellpoint that they would work with me and start accepting payments. We have been making payments that were directly taken from our account all the way up until XX/XX/XXXX. All of a sudden in XXXX, I was told Shellpoint cant take my payments anymore and was told they should have never been taking them in the first place. I was told they were going to send me a check back for what was removed from our account. Basically were were told because of the foreclosure status they should have not accepted our payments. It made no sense!!! Basically Shellpoint is dual tracking. So I applied for a loan modification and were advised the file was under review nothing was needed. The most recent time was XX/XX/XXXX. Fast forward to XX/XX/XXXX ; we receive a decline letter dated XX/XX/XXXX. It states that I am not eligible for assistance but It did not state why. On XX/XX/XXXX, I called Shellpoint to ask what the reason I was denied for and they said they didnt know. I asked if anything was documented on the account they said no reason was documented, it just said file denied. I asked if we have an appeal period as a was advised by a family attorney that I should have one. They said no. The letter didnt state why my file was denied. I asked for a supervisor and immediately were told there had no supervisors available. The issue that I have is not getting a clear answer why I dont qualify for assistance. Shellpoint had no problem taking my payments then all of a sudden had to stop and now they are selling my home. The letter was completely vague and was not clear whatsoever, which is why we called. Supposedly I have a single point of contact XXXX, but she can never come to the line/ never answers the call. Instead I get a different person each and every time I call in. The fact that I cant even get a supervisor to look into the matter, is very upsetting. My English is not the best but I believe that Shellpoint is discriminating against me based on my age, race, ethnicity, and language. I am demanding a fair review for my file. I am 9 months behind. I was making the payments after I fell behind. I do not understand what is going on. Why I cant get answer to why you stopped taking my payments in XXXX Why you cant tell me why my file is denied. This oversight of them taking my payments when they " shouldn't have '' and now this neglect of my file is fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 847XX
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing failed to pay our second half of XXXX ( due XX/XX/XXXX ) or first half of XXXX ( due XX/XX/XXXX XXXX XXXX DC real property tax bills, despite being obligated to do so and having collected {$12000.00} in our escrow account. On XX/XX/XXXX, the District of Columbia Office of Tax and Revenue sent us a notice of delinquency demanding payment of {$4800.00} by XX/XX/XXXX to avoid a tax sale of our home. Immediately upon receiving the DC Tax and Revenue notice, on or about XX/XX/XXXX, we contacted Shellpoint Mortgage Servicing to demand that they pay our outstanding real property tax bills as they were required to do. Shellpoint acknowledged their failure, and admitted that they are, in fact, required to pay our real property taxes. Nevertheless, despite the fact that our home is at risk of being sold at a tax sale due to Shellpoint 's failure to pay the tax bills as they are required to do, Shellpoint still has not satisfied our outstanding real property tax bills. Shellpoint insists that they paid both our second half of XXXX and first half of XXXX real property bills on XX/XX/XXXX. However, as of today, XX/XX/XXXX, the Washington DC Office of Tax and Revenue still has not received the outstanding payments. We have called Shellpoint repeatedly and are always given the same explanation : due to their own error, their internal system did not indicate that they were required to pay our taxes. They insist they have now satisfied our real property tax obligations, but the Washington DC government has not received that payment. We have asked Shellpoint to contact the DC Office of Tax and Revenue directly, and they insist that they are not able to do so. We are exceedingly concerned that our home could be sold at a tax sale due to Shellpoint 's recklessness and disregard for their contractual obligations. We have no idea what to do at this point. Shellpoint has put our livelihood and home, where we live with our two younger children, at risk. Yet they have not even so much as told us they're sorry. They are a horrible company and do not deserve the privilege of operating as a mortgage servicer.
Company Response: Company believes complaint is the result of an isolated error
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently sent them an 'Escrow only payment '. I wrote my account number on the check with this statement. I sent a letter with the check with this same direction. They cashed the check 2 weeks ago ( I twice sent them proof of this - picture of front and back of check ). They acknowledge this. Only problem, they deposited it into another account. Now, 2 weeks later, and tons of phone calls, and the money STILL hasn't been put in my account and I am coming up on my annual escrow analysis which means they could also XXXX up my monthly payment. This is the 3rd time, they have misdirected funds I have sent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30512
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company is consistently blocking me from making payments online. I applied for a forbearance under the Cares Act and brought my loan back current back in XX/XX/2021. Yet the company has a payment block on my loan after I've made multiple requests to have to black removed. I'm not in default nor have I ever been late with payments. The company also denied my requests for loss mitigation efforts and told me I did not qualify. Yet, they never provided documentation nor asked for documentation. I was merely told underwriting did not approve my request.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: A third party is attempting to get pay off demands on my property - yet I have not been noticed or granted permission to any third party.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A