Date Received: 2021-04-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/XXXX I applied to Shellpoint Mortgage for a forebearance due to XXXX situation which affected my income. I was assured no negative marks would be reported to my credit and that it would not affect my credit in any way. I was making partial payments along the way from XXXX XXXX. In XX/XX/XXXX I notified Shellpoint Mortgage that I had started earning income again and wanted to start making regular payments at which time they approved a loan modification but did not reduce my 6.875 % interest rate. Instead, the tacked on the interest payments I was behind on and my payment went UP instead of down. They delayed in sending out my loan modification package for 2.5 months. I did not receive the package until XX/XX/XXXX, after several phone calls I made to remind them I was still waiting on the package. I signed the modification and made my first high payment in XX/XX/XXXX and have not been late since. In XXXX of XXXX I applied for a refinance with another lender so that I could reduce my 6.875 % rate to 4 %. To my surprise my credit report shows that I did not make any payments at all from XX/XX/XXXX through XX/XX/XXXX. I then asked Shellpoint to make this right and fix my credit file AND to fill out a XXXX XXXX XXXX XXXX XXXX ). I called for 3 weeks until I finally received this form ( see attached ). They reported I am delinquent and have multiple late payments. This has ruined my chances of getting a lower payment as I was approved for a 4 % rate subject to Shellpoint providing a satisfactory XXXX. This is not what they promised and I can not afford this high rate of 6.875 %. I don't want to lose my home. Please help me resolve this by getting the XXXX to reflect the account is in good standing and there are no late payments. Thank you. XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MT
Zip: 59901
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to NewRez/Shellpoint in the Spring of XXXX and it has been nothing but a nightmare since. The major issue with this is that I have had an ongoing issue with them since XXXX XXXX, when my annual property taxes went up. I was proactive to call the company as my mortgage was transferring over from XXXX to NewRez/Shellpoint and wanted to make sure they had all the proper documentation for the change in the taxes so that my accounts were set up correctly and assessed as such. I made several calls to NewRez/Shellpoint providing them with the new tax figures that were provided to me directly from my tax accessors ' office. I was told things were noted and that they had to get verification from my tax accessor and things would then be updated. So when I received my first escrow analysis in XXXX of XXXX, I was advised these numbers were updated to reflect the new winter and summer taxes. However, as time went on this appeared not to be the case. Fast forward to XX/XX/XXXX, another escrow analysis was done and I was notified that my escrow account is short $ XXXX, as well as, the change in annual taxes created the hike in payment. I call into NewRez/Shellpoint and they tell me that my escrow was short in XX/XX/XXXX when they paid my Winter taxes ( taxes that were not due until XX/XX/XXXX ) and that they didn't have the correct amount for Winter XXXX taxes ( keep in mind this was all taken care back when in XXXX XXXX when I knew my annual taxes were changing ). I made several calls then explaining they needed to go back because all that information was provided to them, and I was told the escrow done in late XXXX reflected those new winter and summer tax values. As far as the short escrow, that is not my fault -- they somehow paid it two months early from the due date. In which I was told " well this probably happened because we had a different company who was dealing with the tax information and something happen '' -- so I'm just a victim of this, NO! They also told me that they received a document in XX/XX/XXXX that had the correct summer tax figure, but not winter XXXX tax, but the customer service representative ( XXXX XXXX ) could not show me or produce this piece of " paper '' that claimed this. She then advised me that the best thing she could do was to escalate the issue to have the tax office get the correct information from my tax accessor and then redo another escrow analysis, this was XX/XX/XXXX. By XX/XX/XXXX, I find out after going through several loops of their misdirected communication channels ( because nobody knows anything nor can direct you to anyone, so you have to explain your situation OVER AND OVER ) that XXXX XXXX did not escalate the issue, so after getting transferred through to several departments I end up with XXXX ( XXXX. XXXX ) in customer service. She then goes through everything and claims that she will push it back to be escalated and that she will personally call me no later than XX/XX/XXXX. Here we are now the XXXX of XX/XX/XXXX and the extension she sent me, I can't use because there is no option to dial extensions, everyone who picks up the phone can't direct me because they are " in-bound '' and they have no idea who she is or how to contact her. So you mean to tell me you have no way of going back and listening to your recorded calls nor read a large manifesto in front of you that logs every call, notes, customer service rep, etc. -- really?! Key take-aways : They are trying to hang me for an escrow shortage when they paid the bill two months early ( before the due date ) ; Each time I call, I get different facts, statements, and advised something different ( its as if the left does not talk to the right ) ; Since this is a FHA loan, I dont have the right to pull my escrow account out from the mortgage provider even though they are continually failing to do their job and service my account accurately ; and This has been a nightmare for now over a year that is still open-ended.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 496XX
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: New rez is lied on forum by replying to my previous complain XXXX that no negative credit reporting was done by new rez team. I am attaching email from New rez team " XXXX " for loan number XXXX where they advised me new Rez couldn't refinance my loan because negative credit reported buy new rez team. 2nd. I am attaching other mortgage lender email where they said they cant do refinance OR new loan because of negative credit reporting. How can New rez lie in forum and how can this forum accept lies and close my case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage loan was with XXXX XXXX when I fell behind on some mortgage payments in XXXX of XXXX. I reached out to XXXX XXXX regarding modification. We started the modification process, and I was waiting for the decision. In the process of the modification, the loan was sold to Shellpoint mortgage in XX/XX/XXXX, I received a letter explaining my loan was transferred, but I didn't receive anything from XXXX XXXX. I reached out to Shellpoint regarding the status of my modification because I was assured that they will pick up where XXXX XXXX left off. A few days letter I receive a letter that my house is going to be foreclosed on in 45 days or I can short sale. I immediately called Shellpoint and spoke to someone explaining to them that was the first I heard of anything especially a decision. Shellpoint agreed to start the process over, and I started making forbearance payments in XXXX of XXXX from that moment on until the day I sold the house on XX/XX/XXXX, I have made on-time payments. After the modification, the amount had changed, but my credit report was not reflecting the change, so I disputed the amount. After I disputed the amount Shellpoint added to my credit report that I was late XX/XX/XXXX for 150 days which is an absolute lie. I was late with XXXX XXXX but never Shellpoint. I also was going through a modification and should not have been late while going through the process. I have disputed several times and has spoken to them about it. They have damaged my credit with reporting the late payments. I lost the loan on my new house because of what they have done. I'm asking them to please change that although I have sold the house. I have worked hard to get my credit right to do this for my family, and a company that should honest and have integrity would intentionally do that to harm someone chances of having a better future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21213
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had two accounts with Shellpoint Mortgage Servicing. One for a home and the other for an RV. Both were destroyed in a fire on XX/XX/2020. I sent the mortgage company the exact amount of the pay off for both accounts. They only used the money to pay off the home. The kept the money intended for the RV in an escrow account and did not apply it to the payoff. They then placed a derogatory report on my credit bureau record. This caused my credit score to drop by nearly 100 points. This caused my to not be able to rebuild or by a home. I have requested the company to remove this derogatory report from my credit bureau record. I have submitted a complaint to you before about this. What was the result?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started my 1st refinance process in XX/XX/2020, I supplied ALL documents they have requested. I paid out of pocket for my appraisal which was promptly completed. Hee 's where my problem comes- They have done 2 hard inquires on my credit causing me to take a total of a XXXX point hit. They have taken so long to complete the process and keeps asking for the same documents over and over even though already submitted. - I have called them several times and have received NO information on how or when this process will be completed. Calls go unanswered. My last loan officer QUIT after doing a credit inquiry just a few days ago. Since then it's just a run around in circles. PLEASE INVESTIGATE THIS COMPANY. LOOK AT THEIR REVIEWS I AM NOT ALONE. HELP!!!!!
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: President Trump sent emails about the moratoriums that were in place because of covid-19 and that all foreclosure sales and hearings were set aside until XX/XX/2021. Every foreclosure sale and hearing was set aside XXXX in the XXXX judicial circuit except XXXX XXXX. This caused XXXX XXXX to sell my home of 31 years to XXXX for XXXX on XXXX. The chief Judge, XXXX XXXX presiding at the time allowed this to happen. Judge XXXX XXXX wouldnt allow me to introduce emails I received from the White house signed by President Trump in any hearing as evidence. The presiding Chief Judge XXXX XXXX honor my request to recuse himself but dishonored my request to change venue. XXXX appointed Judge XXXX XXXX to honor a writ of possession fir the XXXX XXXX to remove my grandson and myself on XXXX from XXXX XXXX XXXX XXXX. The new moratorium that now in place and these judges dishonoring a presidential moratorium order set themselves each up to be charged XXXX fine plus a year in jail. All of them basically stated that the covid-19 pandemic affected everyone in the United States except XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint servicing is threatening to foreclose and Im only one month behind. They wont allow me access to my online account unless I agree to harassing phone calls and text messages. This company is bullying me, wont allow me to put my overpayment to principle unless I do it online. And constantly adding fees to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01609
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have automatic deduction from my checking account on the XXXX of each month.Every month this year, around the XXXX of the month I have gotten a phone call from the requesting that I make a payment.Each time I explain to the rep.that I have the automatic deduction.Each rep looks at my account, agrees with me and promises to correct the issue, apologizes for the error.The reps.that called me are as follows : XXXX XXXX on XX/XX/XXXX @ XXXX XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX @ XXXX XXXX, XXXX on XX/XX/XXXX, XXXX XXXX on XX/XX/XXXX, XXXX XXXX XXXX @ XXXX XXXX.Additionally, each month I get a letter from Shellpoint notifying me that my mortgage payment will be deducted from my checking account on the XXXX of that month and that if I wish to cancel the draft to contact them, which I never have done.Any assisstance you can give me will be appreciated.I have copies of all letters sent sent to me, but do not have capability to scan them to my computer.I could fax them to you if needed.
Company Response:
State: NY
Zip: 14304
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: My mortgage company, Shellpoint Mortgage Servicing was not reporting my mortgage payments to the XXXX Credit Bureau causing my score to drop. On XX/XX/XXXX after retrieving my report and speaking to a XXXX representative he informed me that was the reason for my score drop. The situation has been corrected but if I hadn't caught it who knows how long it would have gone on. I am inclosing the unreported payments in a copy of the XXXX Credit Report. See pages 8 & 9. The last reported payment was XX/XX/XXXX and report was generated XX/XX/XXXX XX/XX/XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A