Date Received: 2021-05-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, in order to purchase the property XXXX XXXX XXXX XXXX XXXX NY, I borrowed {$490000.00} from the XXXX XXXX who then sold it to Shellpoint on XX/XX/2020. ( I paid the loan down by {$300000.00} in XXXX, thus leaving a balance of {$190000.00}. ) I borrowed the money from XXXX as a representative of my company The XXXX XXXX XXXX Shellpoint changed the mortgagor from The XXXX XXXX XXXX to mortgagor XXXX XXXX ( me ). I have since applied to XXXX XXXX to refinance as my loan currently has a 9.5 % interest rate. Also, please note I obtained insurance on the property from day one which included hazard insurance. Shellpoint keeps insisting I dont have hazard insurance because the insurance is in The XXXX XXXX XXXX and the loan is now in the name of XXXX XXXX XXXX was it even legal for them to just change the name ). Because of this they have increased the payoff amount to XXXX XXXX by {$2900.00} as a charge for hazard insurance which I have always had and proved to them. They wont change the payoff amount. Please help. I feel like they are trying to extort me for {$2900.00}. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I made the payment of the balance on the mortgage of {$43000.00} my normal payment was {$1200.00} I received a statement in XXXX that showed XXXX due but had a loan balance of XXXX so i made that payment of XXXX so there would be nothing left owed. late in XXXX i get a call from Shellpoint claiming they are a debt collector and I owe XXXX for the mortgage payment and if I don't pay they will ding my credit. i asked what is my loan balance? she said that's weird its showing you don't have one. i say how do i owe you anything? puts me on hold and said there is a pay off amount to release my title to the home. I say i paid the XXXX she said its more because of late fees. i say how am i late i have paid everything you asked for plus much more. she said she will look into it 2 days later another person calls me again asking for XXXX. I tell her you guys need to get this figured out and send me a bill for whats owed. finally the 3rd person calls me and last day of the month saying i owe the XXXX i said you guys better not be messing my credit up because you cant get your books figured out. i say look at the balance she says oh that's weird ... finally she says i owe XXXX and she can pull the money out of my account. i have all the bills showing nothing is owed and i paid every thing that was on there and can attach the proof. this company is horrible about keeping the records straight and has now caused my credit to drop XXXX points because they reported me late. even though i wasn't. please investigate there has to be many other people that they are taking advantage of because they don't have as good records as i do. also they said i was being recorded each time so please get the conversations and you will see.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93401
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since 2019 Shellpoint Mortgage Servicing has been placing force insurance. Every month I have been getting letters saying that I owe over {$2000.00}. My insurance company has been calling and sending them documents over and over again, showing that I have insurance and they always say they will take care of it, but they never do. We fax and fax and fax documents and once they said that have it, then they say we need the master police insurance, which both my insurance policy is with the same insurance company. Then they will say that they have the master policy, but need the other insurance, after they said they have it. I can not sleep at night. I continue to make my payments. Now they say they fix the force place insurance, but I owe money, because the payments I have been making they been holding and say I owe. its been awful. My insurance company is fed up, but will not give up. I am going through XXXX. I make my mtg payments before time and its not right. I ask them, how am I behind and I am making my payments on time and they can not answer. They say they will put a tickle in, it has been 3 weeks now. They harassment me almost everyday, but can not answer my question, where is my mtg payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33324
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received this email on XX/XX/2021 : Hello XXXX XXXX, Thank you for your continued business with Shellpoint Servicing. From time to time, we review accounts to help our customers keep their loans up to date. As of XX/XX/2021, the referenced loan number XXXX has accumulated a late fee balance of {$22.00}, and {$35.00} in Non-Sufficient fund fees. A total of {$57.00} in outstanding fees. If {$550.00} is paid by XX/XX/2021 ( extended from XX/XX/XXXX ), we will waive the remaining amount to resolve this fee balance. To take advantage of this discount, please contact us at XXXX to pay over the phone or remit payment for the fees to the following address : Shellpoint Servicing XXXX XXXX XXXX XXXX, SC XXXX If sending by mail, please write your loan number on your payment. We thank you for your prompt attention in this matter. If you have already sent a payment towards the outstanding fees, please disregard this message, and accept our gratitude. I called Shellpoint to verify what this email meant and was told after speaking to 2 supervisors the amount was correct. The first supervisor said I could go online and enter the XXXX amount to be paid but I was unable as my regular amount of {$1200.00} was there and grayed out so I called back and another supervisor entered the amount to be paid on XX/XX/2021. When I checked today I saw Shellpoint added the remainder to equal the regular payment. Now I have paid {$550.00} and they added the other remaining amount for {$1200.00}. Now after speaking to them today the decided they made a mistake and said I should have paid {$73.00}. Then I got this email on XX/XX/2021. but I had already setup the XXXX the day before. Hello XXXX XXXX, Thank you for your continued business with Shellpoint Servicing. From time to time, we review accounts to help our customers keep their loans up to date. As of XX/XX/2021, the referenced loan number XXXX has accumulated a late fee balance of {$22.00}, and {$70.00} in Non-Sufficient fund fees. A total of {$92.00} in outstanding fees. If {$73.00} is paid by XX/XX/2021 ( extended from XX/XX/XXXX ), we will waive the remaining amount to resolve this fee balance. To take advantage of this discount, please contact us at XXXX to pay over the phone or remit payment for the fees to the following address : Shellpoint Servicing XXXX XXXX XXXX XXXX, SC XXXX If sending by mail, please write your loan number on your payment. We thank you for your prompt attention in this matter. If you have already sent a payment towards the outstanding fees, please disregard this message, and accept our gratitude. I told them they made the mistake which they admitted so now they are refunding me {$470.00} from the {$550.00} minus {$73.00}, now I owe the full $ XXXX- XXXX but basically I owe the full {$1200.00} after being told all I needed to pay was {$550.00}. I now dont have the money except for the {$470.00} they are refunding me and said they will also show a late fee and report to credit bureaus. I WANT TO PAY WHAT THE EMAIL SAYS OF {$550.00} just as the email says. As I stated I spoke to 2 supervisors to confirm it. Thats the only way {$550.00} could have been entered and scheduled. I now dont have all the funds to pay mortgage since they gave me completely erroneous information and after making other bill payments. If I make an error I pay for it so should Shellpoint mortgage!
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Applied for a refi on an existing NewRez mortgage on XX/XX/2020. Loan number XXXX. XXXX. No cash out. Rental property. NewRez has the existing mortgage. Paid for appraisal up front. Appraisal done in XX/XX/2020. All documents provided to NewRez as requested in timely manner. " Conditional approval '' many months ago. Credit scores near 800. All additional documents provided in timely manner. Appraisal at XXXX, so 38 % LTV. Appraisal expired as no action by NewRez. They had to request recertification of value. That is in. Have had to make several complaints with their customer service to get any response. Last request New Rez made for was verification from primary lender on primary home that payments current. They have 6 months of my bank statements showing this. They keep requesting more bank statements as the original 3-4 months they requested apparently got too old. No end in sight, no close date, little to no communication. Interest rates are now up and I can't go elsewhere and get the same rate after they have wasted all this time and tied up my credit for 6 MONTHS awaiting a close on this tiny mortgage.
Company Response:
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 we signed modification paper work. Then because the over night label was a year old I had to reach back out to my point of contact XXXX which I can still use the label. Then I fed ex on XX/XX/XXXX3 to shell point mortgage, that is why I'm complaining they didn't get the paper work until XX/XX/XXXX or XXXX to process. They back dated a letter asking for first payment on XX/XX/XXXX. And I have been on the phone atleast 20 times asking shell point to start the first modification payment on XX/XX/2021. *****Please see attached papers******
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: acct. XXXX XXXX XX/XX/XXXX Hello I am requesting an audit of my account due to the following : *How do I still owe as much as the original cost of the house when the 30yr ends in XXXX? I have been with 3 mortgage companies, you are the 4th, so mistakes have been made, I will do whatever necessary to end your loan shark, we will break your legs if you don't pay, tactics. * What is the XXXX you claim is owed. I had financial forebearance for 3-4 yrs & that is not due upfront. *Why are you holding XXXX as unapplied? *Please provide documentation verifying that I am 322 days delinquent. I feel documentation of my pay history is necessary as well to compare to my bank statements. * The house is not abandoned as you claim, my son is a single parent in Washington st. I travel back & forth from Texas according to his work schedule when he works night shift. * I have contacted FHA & HUD, & they have directed me to contact Consumer Financial Protection Bureau which I am sending a copy of this request. *I only have 4 years left on this mortgage & am doing my best to fulfill my financial obligations. I know a request is required by mail, I am sending this tomorrow by mail as well as copy to Consumer Financial Protection Bureau. Thank you for your assistance with this. Sincerely, XXXX XXXX XXXX XXXX Thank you for contacting the FHA Resource Center, RE : Audit my accountfha mortgage DoNotReplyFHA XXXX Thu, XX/XX/XXXX, XXXX XXXX to me Dear XXXX XXXX , Thank you for contacting the FHA Resource Center . Based on the content of your email, it appears that your request falls under the jurisdiction of another agency or department. Therefore, we are providing general information that may assist you. Please refer to the contact information and/or website below for additional assistance. Your email request was regarding Audit my account. The Real Estate Settlement Procedures Act ( RESPA ) is administered and enforced by the CFPB. If you are a consumer with a question or complaint related to your mortgage or mortgage servicer, please contact the CFPBs Consumer Response team at XXXX ( XXXX TTY/TDD ) XXXX EST. This information may be viewed in its entirety below : How can I obtain mortgage account information from my lender? Your servicing lender should be able to provide you with your mortgage account information. Section 6 of the Real Estate Settlement and Procedures Act ( RESPA ) provides that borrowers may make a 'qualified written request ' to the lender concerning the servicing of their loan account. The request should not be included with the monthly mortgage payment. The lender must acknowledge the request within 20 business days and must resolve any issues and/or complaints within 60 business days by correcting the account or giving a statement of the reasons for its position. A sample letter format is available at https : //www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-request-information-about-my-mortgage-en-1855/ If you do not get a satisfactory answer from the lender, you may wish to file a complaint with the Consumer Financial Protection Bureau ( CFPB ). You should continue to make your mortgage payment during this time. The Real Estate Settlement Procedures Act ( RESPA ) is administered and enforced by the CFPB. If you are a consumer with a question or complaint related to your mortgage or mortgage servicer, please contact the CFPBs Consumer Response team at XXXX ( XXXX TTY/TDD ) XXXX EST. For more information go to the Consumer Financial Protection Bureau website at https : //www.consumerfinance.gov/ DISCLAIMER : All policy information contained in this knowledge base article is based upon the referenced HUD policy document XXXX Any lending or insuring decisions should adhere to the specific information contained in that underlying policy document. ReplyForward Reply, Reply All or Forward
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98597
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX company put a force insurance policy on our building. The fire was on XX/XX/2020 and they will not response to us, pay for the damages, give us a point person to handle this situation, will not cooperate with us and title company to remove a cloud on title, will not give us a copy of the force insurance policy. Insurance company will not talk to us stating we are a third party. See attached letters.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94578
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX of XXXX I put the house on the market with a real estate agent in the attempt to do a short sale, since my husband died some years ago I have had a hard time with the up keep as well as paying the mortgage. I filled out the loss mitigation package and sent it to my mortgage company. I received and offer of {$120000.00} that was rejected by my mortgage company the buyer and the mortgage company went back and forth with negotiations up to {$140000.00} which broke the deal for any additional amount over and above that from the buyer. Other offers came in during this time {$120000.00} - $ XXXXthen showings stopped and/or were canceled due to the condition of the property. XX/XX/XXXX another offer came in starting at {$150000.00} rejected by the bank, when I spoke to the mortgage company 's negotiator XXXX XXXX he stated that they had not even shown it to the investor. I was furious because of the delay of them responding to me and the BPO expiring and each time having to wait for an evaluation I felt as if they just wanted to foreclose on me. the final offer submitted was {$170000.00} and the appraisal value that the bank has is {$190000.00}. I need your assistance in evaluating on the end of the mortgage company if I have been treated fairly. They initially did not even have the accurate information to give me for this process the delay has been so long and I am becoming more and more fearful of foreclosure and the judgement associated with this. I have not received any letters to confirm that they have rejected the offers and have asked for a supervisor call that hasn't happened to date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been paying my mortgage timely since inception and haven't had issues until it was sold by XXXX. The new mortgage company refuses to timely post payments made which is grossly affecting my credit and ability to secure new loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A