Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted the mortgage company because I noticed there was no payment made on my property taxes. The company followed up and stated for me to send them my bill and they would take care of it. I followed up on XX/XX/XXXX,XX/XX/XXXX, andXX/XX/XXXX will no resolve in my property tax payment. Then, onXX/XX/XXXX, the company transferred my loan to a different service provider. Not paying off the property taxes and the late fees that have been incurred. The service provider is Shellpointe Mortgage Servicing.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94583
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PMI Cancellation XX/XX/XXXX, I requested to get my PMI removed. XX/XX/XXXX received noticed from service provider via letter ( Shellpoint Mortgage Servicing ), that I need to pay for a BPO. Payment ( {$150.00} ) sent on XX/XX/XXXX. Their letter also stated on line 3, that I will receive notice regarding the outcome of my PMI removable request and long with a valuation results 30 days of obtaining the property evaluation. An agent did the property evaluation on XX/XX/XXXX. I have not received any communication from Shellpoint, with the exception of them responding with a standard letter replying to the email I sent them. Their letter basically said to call them with questions. XX/XX/XXXX, XXXX @ XXXX EST - I called. They confirmed that the PMI would be removed effective XX/XX/XXXX, I also requested the letter they promised me to be mailed. XX/XX/XXXX - XXXX 's statement showed no PMI removed. XX/XX/XXXX - Called again. 1st person stated I should get a response in 30 " BUSINESS '' DAYS, I never heard that before, their letter said " 30 days '', so I told them to escalate the call. The call was escalated to Tier 2 who told me my request to remove PMI was approved and I should see the changes on my statement. Again, I requested the letter promised to me, be mailed to me. XX/XX/XXXX - no changes to my statement and no letter regarding the valuations results. XX/XX/XXXX - email them again regarding what's the status XX/XX/XXXX - decided to put in a compliant. I feel 4 months of trying is unacceptable.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: TO WHOM IT MAY CONCERN : I HAVE A MORTGAGE WITH SHELLPOINT MORTGAGE SERVICING WHICH WAS BOUGHT FROM XXXX XXXX XXXXXXXX MANY YEARS AGO. WHAT HAPPENED WAS, XX/XX/XXXX, MY EX-HUSBAND AND I QUICK CLAIMED MY PROPERTY TO MY BROTHER, SHORTLY THERE AFTER, THE PROPERTY WAS BOUGHT OUT BY SHELLPOINT MORTGAGE, WHICH LEFT ME ON THE MORTGAGE AND MY BROTHER ON THE DEED. XXXX OF XXXX, I CONTACTED XXXX XXXX XXXX XXXX XXXX TO ASSIST ME WITH A MODIFICATION DUE TO THE FACT THAT SHELLPOINT WAS INCREASING MY MORTGAGE PAYMENT GRADUALLY FROM WHEN THEY FIRST BOUGHT THE LOAN FROM XXXX XXXX XXXXXXXX FROM A PAYMENT OF {$1600.00} TO {$2600.00} DURING XXXX OF XXXX AND WOULD GO TO A FINAL INCREASE OF ALMOST {$2900.00} BY XXXX AT AN INTEREST RATE OF ALMOST 5 %. XXXX XXXX XXXX TOOK MY CASE AND CHARGED ME {$4500.00} TO DO A LOAN MODIFICATION. THE LOAN MODIFICATION WAS COMPLETED BY XX/XX/XXXX. SHELLPOINT MORTGAGE SENT ME MY 3 TRIAL MOD PAYMENTS STARTING XX/XX/XXXX, XX/XX/XXXX, AND XX/XX/XXXX IN THE AMOUNTS OF {$2500.00} WHICH I DID SET UP TO BE DRAFTED AUTOMATICALLY WITH MY POINT OF CONTACT MANAGER. AFTER THE TRIAL MOD WAS COMPLETED, SHELLPOINT MORTGAGE SENT THE PERMANENT MOD TO BE SIGNED AND NOTARIZED, HOWEVER, I NOTICED THAT THEY PUT NOT ONLY MY NAME AS BORROWER BUT MY EX HUSBAND 'S NAME AS NON-OBLIGOR TO BE SIGNED AND NOTARIZED BY BOTH OF XXXX. I RECEIVED THIS ON XX/XX/XXXX. I CALLED XXXX ON MONDAY XX/XX/XXXX, EXTREMELY IRATE AND TOLD THEM THAT THEY MADE A SEVERE MISTAKE. MY EX HUSBAND AND I HAD QUICK CLAIMED THE DEED TO MY BROTHER IN XXXX AND MY EX AND I HAD DIVORCED IN XXXX, SO THERE IS NO WAY MY EXHUSBAND COULD BE ON MY DEED AS A NON-OBLIGOR TO SIGN ON MY FINAL MOD AGREEMENT. IF ANYTHING, IT SHOULD STATE ME, AS THE BORROWER AND MY BROTHER AS THE NON-OBLIGOR, ALLOWING BOTH OF US TO SIGN AND NOTARIZE THE FINAL MOD. SHELLPOINT, STATED, THEY WOULD RESEARCH IT AND GET BACK TO ME. ON TUESDAY, XX/XX/XXXX, A SUPERVISOR FROM SHELLPOINT MORTGAGE CALLED AND STATED THAT, ALL THEY NEEDED WAS A COPY OF THE QUICK CLAIM DEED AND ALL WOULD BE WELL. TUESDAY EVENING, I FAXED THE COPY. ON FRIDAY XX/XX/XXXX, I CALL SHELLPOINT AND SPOKE TO MY POINT OF CONTACT MANAGER AND HE INFORMED ME, THAT SHELLPOINT HAD RECEIVED THE QUICK CLAIMED DEED AND THAT THEY WOULD BE SENDING OUT A NEW AND CORRECTED MOD AGREEMENT WITH JUST MY NAME ONLY AND ALL WOULD BE WELL. ON XX/XX/XXXX, I RECEIVED AN EMAIL FROM MY POINT OF CONTACT MANAGER AND TO MY ASTONISHMENT, WHAT I THOUGHT WAS CORRECTED AND WELL, WAS DEFINITELY NOT. MY POINT OF CONTACT MANAGER STATED THAT, SINCE MY BROTHER WAS GRANTEE ON THE RECORDED DEED, HE WILL NEED TO ASSUME THE MORTGAGE INSTEAD OF IT BEING MODIFIED IN MY NAME. I WAS QUITE IRATE AGAIN. ON XX/XX/XXXX, I CALLED THE POINT OF CONTACT MANAGER AND HE STATED, ALL THAT CAN BE DONE IS THAT, MY BROTHER HAS TO ASSUME THE LOAN AND APPLY FOR A NEW MODIFICATION BECAUSE HE CAN'T BE ON THE DEED, WHILE I AM ON THE MORTGAGE. I WAS INFORMED THAT, IF WE DID NOT DO THIS, I MUST EITHER SHORT SALE MY PROPERTY OR IT WILL BE FORECLOSED ON. I HAVE DONE EVERYTHING IN MY POWERS TO SAVE MY PROPERTY, WHERE I WANT TO CONTINUE TO LIVE. I NEED HELP!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33073
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I emailed Shellpoint Mortgage Servicing/New Rez LLC of outstanding property tax bills I received that were due in XXXX. This was for the loan portfolio XXXX XXXX, XXXX. This email went to the loan servicing email which they recommend using as well as my assigned contact XXXX XXXX, and XXXX XXXX a supervisor who has helped me in the past with other issues I have had. On XX/XX/XXXX I emailed the same people as well as managers, XXXX XXXX and XXXX XXXX to notify them of property tax bills that were imminently due. I also emailed XXXX XXXX and XXXX XXXX, my contacts at XXXX XXXX XXXX who hold the loan and are responsible for transferring the servicing of my loans ( even though everything was perfectly fine with XXXX ) regarding my concerns. To give a little background, I have had a number of issues since Shellpoint took over the servicing of my loans last year and have been emailing them for continued assistance as you will see in the email chain I have attached. Communications regarding these outstanding property taxes have been ongoing with all parties since XX/XX/XXXX when the last email I received stated the issue was being escalated. Needless to say, nothing was done and I received a " Statement of Delinquent Taxes '' this week for two of my properties ( attached ) which now includes hundreds of dollars in late fees. I have also not received refunds for the late fees they paid out of my escrow account for other property tax bills they paid late. I can't imagine this is legal! This whole process has been very stressful for me and I need a resolution to ensure this will not be an ongoing problem. I can not keep spending my time trying to get Shellpoint to do their job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Applied to refinance my home XX/XX/XXXX, company collected documentation and approved the loan application, but has refused to move to closing as of XX/XX/XXXX. Actively solicited my business for the refinance, but failed on their end. They strung me along by promising to resolve the issues. Rates rose while they strung me along, denying me the opportunity to go through another company to take advantage of historically low interest rates.
Company Response:
State: CO
Zip: 80207
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am reaching out today regarding an issue regarding an incorrect MOP code that was reported on my XXXX credit profile. The furnishing mortgage company had indicated that there should've been no foreclosure reporting and that they'd update my records with the bureaus. The issue was corrected properly on XXXX and XXXX. I have an XXXX account so I was able to review the monthly reporting history. The latest report in which I had access to was dated XX/XX/2019. The account had a reported payment stated of foreclosure proceedings started as of XX/XX/2019. This was unbeknownst to me as I had never received any notification of this status, no calls from the mortgage company and I had never received a notice of lis pendens. Due to being misplaced because of a hurricane and having delayed processing of my hurricane claim, I had decided to sell the home once I was able to rectify the damages. During this time, my mortgage company was informed of the challenges I was being faced with. My house sold in XX/XX/2019 as a normal sale. There was no deed in lieu or short sale that took place. In XX/XX/2019, I had noticed the issue of the incorrect foreclosure MOP code showing the account was in foreclosure. I had contacted Shellpoint and was told that I was correct and that they'd submit the update to the bureaus to remove all foreclosure reporting 's. The months of XXXX through XXXX were adjusted to a 120-day MOP code leaving the foreclosure status being the same month that i sold/vacated the home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was transferred to Shellpoint Mortgage, effective XX/XX/2021. From the time of receiving notice of the transfer from XXXX XXXX XXXX to Shellpoint in XX/XX/2021 through the end of XX/XX/2021, we received no communication from Shellpoint. Even after calling repeatedly to ask where to send our mortgage payment and to confirm that our property taxes needed to be paid out of escrow on XX/XX/XXXX, we were told they couldn't help us because our mortgage didn't show in their system and probably would not show up until 10 days after the effective date of the transfer. It finally showed up in their system XX/XX/XXXX. However, our property taxes had still not been paid and we were by that time, in default. I notified them of this multiple times leading up to the due date and after. I also notified them of our upcoming insurance renewal on XX/XX/2021. I sent over our bills, called every single day for a period of 2 weeks and got NO help and no assurance. Finally, on XX/XX/XXXX they sent me a " payment history '' apparently showing that our property taxes and insurance had apparently been paid. But they could not tell me how they were paid or give me any sort of confirmation number. As of today ( XX/XX/2021 ) both bills still show as unpaid. I called our insurance provider who said they had still not seen anything from them. We are now sitting on unpaid property taxes and are greatly concerned that our homeowners insurance will lapse due to non-payment. Shellpoint does not answer any emails, is useless when you call, and refuses to help in any way other than pointing to the fact that they have some internal record that says they paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95608
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We made a first payment on XX/XX/2020 to our loan servicer which is Shellpoint Mortgage per the loan transfer document we received after our refinance. That payment was never applied and we have contacted them no less than six times in the last 60 days asking for the payment to be applied. We have sent all of the required documentation showing proof of payment to include bank statements and electronic proof of payment from our bank. They are barely responding to us and are not solving the problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95667
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am attempting to pay off my loan early by making additional payments towards my principal each month and the mortgage servicing company reverted my payment towards escrow, and made me have a missed payment for the month of XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77080
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred to Shellpoint Mortgage Servicing ( " Shellpoint '' ) aka NewRez effective XX/XX/XXXX. The servicing of my mortgage loan ( collecting payments, paying taxes and insurance etc. ) transferred from Ditech to Shellpoint at that time. My previous house payment was {$300.00} which was debited from my bank account which kept my loan payments consistent and current. I had no previous concerns with my home loan that I'm aware of. According to the notification letter I received from Shellpoint dated XX/XX/XXXX, the change did not affect any terms of my mortgage contract other than those related directly to servicing my account. The coupon attached to the letter reflects a significant change in payment amount and was " back '' dated by several years which has left me extremely confused since a current payment of {$300.00} was sent back to my bank in the form of a cashiers check ( # XXXX ) with no explanation of why or how the loan amount has changed. I made numerous efforts to reach Shellpoint by phone but ... ... .to no avail. Since I haven't been able to reach Shellpoint by phone I made a " good faith '' effort to send another cashier 's check ( certified return mail ) in the amount of {$460.00} which to date has not been deposited or returned. I've received no explanation as to why the loan amount has changed or why I'm not receiving any written correspondence to the contrary. I am reaching out to the Consumer Financial Protection Bureau ( CFPB ) because I've read alarming reviews of Shellpoint Mortgage Servicing ( dba ) NewRez that is extremely concerning. I believe I am being denied " Due Process '' under law which leaves me in a vulnerable state of confusion and a possible foreclosure premise which I do not wish to be a victim of. I did not ask that my mortgage be put into the hands of what appears to be a " predatory '' mortgage company. There is documentation that show Shellpoint has be sued numerous times for unsavory business practices. The CFPB notes that on XX/XX/XXXX Shellpoint " again '' tops Monthly CFPB complaints!!!! Please assist me in finding out what's happening with my mortgage loan at the hands of this company and how my concerns and mortgage payments can be applied to my account and prevent any default of my home loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 684XX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A