Date Received: 2021-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX A payment was made in the amount of {$300.00}. Spoke with XXXX XXXX. I requested that {$260.00} escrow shortage be paid off and the {$30.00} balance be added to the current escrow balance. My mortgage payment should now be {$740.00}. Mortgage payment currently shows {$810.00}. Shellpoint Mortgage has not applied the escrow shortage payment as I have requested and paid on XXXX. On the website, Shellpoint Mortgage has not corrected the monthly mortgage payment and continues to show monthly mortgage payment {$810.00}. Escrow balance currently shows {$2000.00}. Please verify this information with the recording of call to Shellpoint Mortgage. Shellpoint Mortgage has not supplied accurate information and made no mention of the request to apply the XXXX payment to pay off escrow shortage that can be verified in the recorded conversation with the Shellpoint representative, XXXX XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Around XX/XX/XXXX, Shellpoint Mortgage Services increased our mortgage payments that we were already struggling with by XXXX a month to XXXX without telling us. We only found out when the resulting arrears prevented us using the online payment system. We were given numerous 'assigned points of contact ' but they mostly didn't return calls or told us there was nothing they could do about the situation. They only avenue open to us was to pay all the outstanding amount to move forward, and the longer things went on the greater the outstanding amount became. In XX/XX/XXXX Shellpoint returned a mortgage check I sent, ensuring that our arrears continued to increase and eventually led to a foreclosure date being set. With help from XXXX XXXX XXXX the foreclosure was avoided, and Shellpoint agreed to a mortgage modification in XX/XX/XXXX. They have since employed delay tactics to prevent the modification being completed, sending conflicting and confusing information about the modification and taking 3-5 days to respond to our questions. We received a letter dated XX/XX/XXXX stating that we were approved to enter a loan modification trial period for three months starting on XX/XX/XXXX with monthly payments of XXXX. We then received a letter dated XX/XX/XXXX stating that the actual loan modification would start on XX/XX/XXXX with monthly payments of XXXX. I called in about the two different actions both starting on XX/XX/XXXX with very different payment amounts. You'll recall that our big fall into arrears started when our monthly payments were increased to XXXX and now they 'rescue ' plan had us paying either XXXX or XXXX. The payments proposed in the modification were set to ensure we would fail, which is in line with the predatory activity that started in XX/XX/XXXX. We didn't get a response to our questions until XX/XX/XXXX.The last foreclosure date we were given at the time was XX/XX/XXXX and we were told that the sale was on hold pending the completion of the modification. The house is still listed as being foreclosed because I get calls from foreclosure prevention specialists and people wanting to buy the house every day. On XX/XX/XXXX we received a revised foreclosure date of XX/XX/XXXX. On XX/XX/XXXX, the signed and notarized modification documents were received by Shellpoint. On XX/XX/XXXX we were told that a signature was missing. We asked for a copy of the document that was missing a signature and were told they couldn't provide it and instead a new set of documents would be sent to us. We started getting letters chasing us for the completed modification documents that we'd sent in a week earlier. The replacement documents didn't arrive until XX/XX/XXXX and had my middle name spelt incorrectly. We signed the documents are called Shellpoint about the middle name spelling mistake. Shellpoint said that all the mortgage documents had the same incorrectly spelt name, and I should go ahead and sign using the incorrectly spelt name. I pointed out that I never sign using my middle name, my passport and driving license only has first and last names with my middle initial. They repeated that I should sign the loan modification using the incorrectly spelt middle name. I pointed out that the documents had already been signed using our usual signatures which did not include our middle names and they said they'd need to send another set of documents but couldn't say when they would arrive. That's when I decided to contact the CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage company apparently processes and takes payments from anyone. We were notified on XX/XX/XXXX by our mortgage company that we had been delinquent on two payments. This was shocking to us and we immediately got on the phone with them to understand the issue, as we have our account set-up for autopayment. When we contacted them, we were notified that the wrong person had paid our mortgage in XXXX, so there was a double payment made in the month of XXXX. Without any notice to us, they rescinded the XXXX payment from the other person, and applied the payment we had made for the monthly XXXX payment to XXXX, leaving us with XXXX unpaid. We learned none of this until XX/XX/XXXX when we received a letter. The company never contacted us for the mis payment, nor explained to us how someone else could make a payment on our account. They then proceeded to send us another letter on XX/XX/XXXX letting us know of our options to avoid foreclosure. This was additionally horrifying as we had just made a payment for 2 months, without any of this being brought to our attention in the first place. The intimidation and scare tactics that are used by this company are horrifying, and even more ghastly is the fact that they can not answer how this mixup could happen in the first place ( audit much?? )
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94506
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This is my XXXX complain about new rez previous complain. XXXX where company said they closed wrong account due to wrong refinanced .. when they said they closed wrong account then why New rez has reported late payment to credit beurow. resulting not allowing me to have any loan since XX/XX/2021 so far. what is my fault in overall process if i don't have fault then why my credit is bad becuase of your report. who is responsible for late payment and who is responsible for wronf account paid off. how better mortgage know about wrong account unless you provided them wrong account to pay off. why my credit is wrong and why i am suffering?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I tried to refinance my home loan taking advantage of the lower interest rates out there. I used my own mortgage company ( NewRez ) to refinance my loan. Since I started the process its been a nightmare. Lock of information, not returning my calls or emails to answer any concern or question. Also I want to speak my native language because I feel more comfortable and the representative from Newrez refused to speak with me in my native language even though she admitted to speak my own language. Asking me for information already submitted. Blocking me to speak with a supervisor. I requested to speak with a supervisor a month ago and til todays date no answer. I was told the process would be fast since I provide everything. It has two weeks in underwriter and no response. The loan processor refused to transfer my emails ( complains ) because she said she dont have control or jurisdiction. At the beginning I told them that I didnt want to have same loan officer but same loan officer continue calling me. This loan officer didnt take the time to look fir my submitted information. One time I have to insisted that I sent my documents and finally she checked the spam and my documents were there. She had excuses saying she have many loans in process. I feel discriminated and I think they dont want to give me the locked interest rate because I have a good credit score. They offered me 1.99 %. They just prolonging the time to make me to apply again.
Company Response:
State: CA
Zip: 93291
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company sent an outrageous figures to my title company for pay off amount which no body can comprehend .Contacted them several times for explanation but they made false promises and never respond .We need the following break down : -Break down of all payments made to Shell Point mortgage XXXX -Deferred payment of XXXX breakdown. -Principal deferred of XXXX breakdown. -Funds owed to borrower of XXXX breakdown- - interest to XX/XX/21 of XXXX Facts on the loan when it was bought from XXXX mortgage. What was the the loan balance upon purchase and a complete breakdown. Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ref : Shellpoint Mortgage XXXX XXXX of the XXXX XXXX XXXX, NY XXXX Sirs ; Shellpoint Mortgage has modified the two way payment on their payment process web. This program was designed to increase the late fees and will not allow a regular two payment amount. I pay the total amount by the XXXX of each month. One payment on the first and the next on the XXXX. This payment method has been used for years. The program only excepts full payment, principle payment and escrow payment in their new explanation of payment. On XX/XX/2021 the modification was found. I send {$780.00} on the first and {$780.00} on the XXXX. I can not send two payments as previously. Shellpoint applies any payment prior to the XXXX to principle and will not apply the amount for payment on the mortgage. The only option a client has it to mail the two payments and post date the mail sent. Write on the back of the check to cash only on the first. Otherwise it will not apply for payment and a letter of payment due is sent and added to the new statement. They continue to message a Bankruptcy note and the XXXX has been over 2 years. I believe that we have a right to pay in 2 payments and the total amount in by the XXXX of each month. The late fee can not apply by paying this way. Shellpoint has found a way to remove this option and apply the late fees monthly. I need help and an inquire as to why a client can not pay the amount as previous for years. Thank you very much
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan servicing transferred to Shellpoint on XXXX. Today XXXX I received an email from them containing a video. Which stated that my payment is due on or before XXXX. Stated at least twice during the video. I still have not been provided a loan number. A link to their website was provided. And guess what you can't get to your loan without a loan number that they have yet to provide. This is essentially electronic harassment, waste of my time and resources, and poor customer service. I can't mail or make my payment online because THEY have not given me a loan number. Despite their choice to email me electronically. And they guide me to their website which I can't access because of their failure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a conventional loan previously modified by HAMP and XXXX XXXX, recently I realized that my investor XXXX XXXX sold my mortgage to a Private Investor : Legacy Mortgage Asset Trust 2019-GS6. I received a forbearance approval immediately after the COVID-19 pandemic began, later I received extensions after three, six, and nine months. On XX/XX/XXXX, I submitted a complete request for a loan modification with my current servicer Shellpoint Mortgage, this request included all my financial statements and evidence of my hardship and income reduction. On XX/XX/XXXX, Shellpoint sent a letter denying my request and instead of approval offer me to short sale my property or Deed in Lieu the same. I understand thatXX/XX/XXXXis free to sell their investments, but what is the reason that that transaction didn't involve the same layer of protection and benefits that my former investor offered to me??? Why Sheelpoint requested to prove my income and ability to begin my mortgage payments if they didn't plan to help me???? After my income reduction, I am able to resume my regular mortgage payments however, I can not bring my mortgage current due to the previous pandemic and their financial effects on my home finances. I need to keep my home!!!!!! I am able to resume my mortgage payments, BUT, I CAN NOT BRING MY DEFAULT BALANCE CURRENT. Please do not offer me as your only solution to sell my home. Sincerely XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Father XXXX XXXX XXXX and XXXX XXXX are deceased. I, XXXX XXXX, inherited a property with debt owed to Ditech Financial. The mortgage company Ditech went bankrupt. The debt was assumed by Shellpoint Mortgage Servicing, XXXX XXXX XXXX XXXX, TX XXXX. I have carried insurance on the property since their deaths with XXXX XXXXXXXX XXXX XXXX. I listed Shellpoint as the loan holder and had proof sent to Shellpoint. Without my knowledge, Shellpoint Mortgage force wrote extra insurance on the property and refused to refund the amounts charged even though the proof stated the property address has had continued coverage from 2014 to present. In addition I paid more than the due amout of {$260.00} every month amount of {$300.00}. which added to an extra payment a year. However, they raised the payment on the fixed loan to {$300.00} due to the insurance they unfairly placed on the property all the while having proof of insurance made to them. I call several times and they would not speak to me even though I said I had been authorized person on said loan for the entire time before and after my parents both passed. I resent all death related information and copy of the Will. The said I had to redo the loan with them. I do not wish to redo anything with this debtor nor did my parents have a debt with this company. The property is worth {$48000.00} and the debt is for less than {$10000.00}. I want them to refund all the forced insurance with any interest and all late fees assessed. Due to loan being an assumed mortgage, they should in good faith honor the original payment and not be able to rob someone by upping a fixed mortgage payment out of the blue. There was never a escrow account on this mortgage and they claim there is. I recieved no help the many times I called to straighten it out and because I continued to make the same payment as I have the last decade, Shellpoint stated I was at one point {$1200.00} behind on a {$260.00} loan payment due to insurance and late fees asssed. While I state I paid more than the monthly amount due which is of {$300.00}. It is unfair for Shellpoint to raise the monthly payment on a fixed loan. They further should not be able to assess any fees or interest on unnecessary and unfair insurance premiums. I attached a copy of the forced monthly payment increase statement from Shellpoint and also attached is the copy of my XXXX XXXXXXXX document stating on policy of Shellpoint 's interest in the insured property. My phone number is XXXX and my address is XXXX XXXX XXXX XXXX XXXX KY XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42431
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A