Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had my mortgage for 15 years. It was sold to this company. They have increased my late fee from {$10.00} to {$27.00}. They sent me a copy of my contract with out any initials or signatures on the pages that reference the late fee with a late fee of {$18.00}. I have requested all the loan documents since the ones that were sent to me appear altered and I am positive of what my late payment fee was. In the history of the account the gave me there were 2 late fees with the prior servicer for {$10.00}. I have tried to get this corrected to no avail. It appears as if someone has doctored my paperwork. The first representative I spoke with said the late fee was {$27.00}, I think he said it was a 5 % late fee and that he had my initials on a contract beside it. The next representative that I spoke with said that my late fee was {$18.00}. I know that my late fee was {$10.00} but I do not have my original contract.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: XXXXX
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: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: XXXX Print complaint CLOSED Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Mortgage ISSUE Problem with a credit reporting company 's investigation into an existing problem We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT My loan was transferred over Ive been a dispute with them shellpoint Mortgage loan number XXXX the month for XX/XX/XXXX My previous mortgage company XXXX Reported I did not pay XX/XX/XXXX I have sent documentation over to them several times now it is reporting on my credit report That I havent made a payment since XXXX XXXX and XXXX and XXXX this incorrect reporting it has dropped my score 127 point I am send documentation of payment history I was getting ready to purchase a home loan ATTACHMENTS XXXX ( 1.4 MB ) I have never respond to this complaint New complaint XX/XX/XXXX Shellpoint reported on my credit report that I was late reference back to complaint XXXX XXXX drop my points 127 in the process of me purchasing a home due Shellpoint I lost money {$40000.00} I was purchasing house on XX/XX/XXXX I was not able to purchase because my score had Dropped Also Shellpoint attempt to fix my credit over 3 time ask of today XX/XX/XXXX they have not fixed it what they did do is remove them self from my credit report of 30 years of history Show that I never had a lone and pay the property at XXXX XXXX XXXX XXXX XXXX TN XXXX off. Shellpoit Shellpoit bought this paper from XXXX That went into bankruptcy XXXX sent me a letter stating. That this loan should never have came over to them I am requesting {$40000.00} for the property that was lose due Shellpoint Repo incorrect on my report results and dropping my score. Then they removed his self all together for my report refused to give me the credit due to me for the years I have paid the mortgage never respond to any of my requests I am requesting that they replace Shellpoint back on my credit report show paid in full Of 30 years Paid as agreed And to be reimbursed {$40000.00} contract attached XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
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: I have an existing mortgage that has been sold a number of times. The mortgage is at least 15 years old, condominium, and my primary residence. I am a retired XXXX XXXX County employee and veteran of the XXXX. The latest company to hold the note is Shellpoint Mortgage Servicing, who placed forced XXXX XXXX on it without any communication prior to increasing my escrow payments from {$71.00} a month to {$530.00}. a month. It increased my monthly mortgage payment from XXXX a month to {$1300.00}. I have since provided them documentation proving the required insurance coverage and they are " supposedly '' reviewing and will then re-evaluate my escrow requirements. From my numerous phone calls I have been led to believe this will soon be straightened out but until Shellpoint Mortgage Servicing took over the loan there was never any problems like this that could and would put me at risk to lose my home. Are mortgage companies not required to notify customers before placing hazard insurance and verifying whether such insurance already exists? The fact that Shellpoint identifies as a Debt Collection firm rather then a a Mortgage Company implies the consumer has done something wrong, instead of a client with a home loan. My once affordable home has been relegated to a debt I can no longer afford by simply being sold to New Rez, XXXX Shellpoint Servicing. There needs to be legislation enacted that protects home owners, especially retired home owners on a fixed income from predatory practices demonstrated by the actions of Shellpoint Mortgage Servicing.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 33458
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: I received a letter from NewRez that my interest rate was going up. I received the letter about two years ago. The letter stated that my interest rate was changing from 3 % - 6 % to 4 % -9 %. I have contacted the company several times and was given the excuse of not knowing what my interest rate and that was the rate they were using for the loan. I have lost the letter they sent me for the change. I have tried to get a copy of the letter. They always tell me the letter is on the way but I have never received it. This company must have had some problems because they have changed names several time. My original loan was with XXXX XXXX. They sold the loan to Green Tree that became Ditech that became New Rez. When they purchase the loan the rate was 2.25 %. When XXXX XXXX wrote the loan the rates were dropping and the best way for me to get the lowest rate was to write it up with a variable rate with a 6 % cap. Every since Ditech / New Rez acquired the loan the rate has gone up. They have collected interest money outside the parameter of the contract.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28546
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 was transferred to Shellpointe as of XX/XX/XXXX. I have received no welcome letter or email as of today XX/XX/XXXX. This evening I received a call from the company. The call started off with the agent telling me they are a debt collector. I said I have never been late. I was told that my payment was due on XX/XX/XXXX and I am late. I responded that I have not received a loan number, any place to send the payment. So how can I be late if they havent provided me a method of payment. This wasnt a welcome call. It was a harassment call. The agent then proceeded to rattle off my loan information without asking if I even had paper and pen ready to write the information down. I have perfect credit. This company is already causing me stress and have had my loan for less than a week.
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: 2021-04-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had four ( 4 ) mortgages that originated with XXXX XXXX XXXX in XX/XX/XXXX. I never had any problems with XXXX until three ( 3 ) were sold to XXXX a/k/a " XXXX XXXX '' in XX/XX/XXXX. All four loans have been paid off except for one with XXXX XXXX, in which there is a minor dispute of {$350.00}, which they refuse to accept even though it was the agreed-upon pay-off amount. XXXX XXXX has now sent the collection to ShellPoint Mortgage as a debt collector, and the amount in dispute is now over {$1000.00} in less than a year. In fact, XXXX XXXX owes me many thousands of dollars. XXXX XXXX has been a HORRIBLE business to deal with. I have attached numerous documents which demonstrate what I conclude has been fraud against me in at least two of the three mortgages. They also lied to the XXXX of XXXX and XXXX Texas. They reneged on another settlement regarding insurance policies that they had agreed on and only after the XXXX case had been closed in favor of me as the consumer. XXXX XXXX 's and ShellPoint 's actions are nothing short of extortion. An attorney representing me and I have requested from XXXX XXXX several times for complete copies of the account history such as payments, debits, insurance, etc. These statements show excessive charges, servicing errors, fee errors, payment errors, escrow errors, and pay-off errors. ShellPoint Mortgage has informed me of the problems that XXXX XXXX caused by breaching our agreement for the pay-off of the last loan with them. Instead, ShellPoint ignored my advice. As I previously mentioned, XXXX XXXX owes me tens of thousands of dollars, which is now escalating due to my inability to obtain a mortgage loan due to their errors and misconduct. XXXX XXXX then denied my loan because I was a victim of XXXX XXXX, with which XXXX XXXX is affiliated, and because I was traveling nearly constantly while employed as a Foreign Service Officer with the U.S. Department of State and all of my accounts were on automatic Billpay. I find these acts to be abhorrent against someone who put over 20 years in service to our country, including nine years in the active U.S. Army.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was assigned, sold, or transferred to XXXX XXXX, serviced by Shellpoint Mortgage Servicing, effective XX/XX/2021. As of XX/XX/2021, Shellpoint Mortgage Servicing has still not provided me with notice of the transfer. I've repeatedly contacted Shellpoint in order to make payment on my mortgage and Shellpoint has no record of my loan. Shellpoint is unable to provide me with my loan number in order for me to make timely payment of my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage on my home was paid off on XX/XX/XXXX. The mortgagee is supposed to file a Discharge of Mortgage with the XXXX XXXX within thirty days. They created the Discharge on XX/XX/XXXX, but that Discharge was rejected as defective, by the XXXX XXXX. The mortgagee created another XXXX, but that one was also rejected, due to perhaps three errors. On XX/XX/XXXX, the servicer sent me a letter that they are still working on this. Now that my house if free and clear for a year, I have been trying to refinance it, but this old mortgage still shows up on my record, preventing me from closing on my refinance. I filed a previous complaint with CFPB under ID XXXX .... But I am filing this new complain since the servicer has only provided a letter saying they are working on the matter. That is not acceptable, since this matter is now more than a year old ( since the mortgage was paid off ).
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NY
Zip: 10591
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: COVID 19 happened, and just prior to Covid the Mortgage company appears to have switched hands 4-5 times in less than a year going from XXXX XXXX to XXXX to XXXX XXXX and then to Shell Point. Its impossible to have confidence when these companies dont know if payment was made and me not knowing who to make the payment too when they say I paid my original servicer and not them. Also to top it odd Hawaii experienced a Hurricane and Flooding both declared presidential declared emergencys. All of which impacted my XXXX. XX/XX/XXXX non essential businesses were forbid to conduct business in my county. That ban was lifted on XX/XX/XXXX which is tomorrow. Therefore and despite there not being more than 5 cases in my county I have had to close the doora on my company for over a year. i requested forebarance during the CARES act but that is when the mortagage company switched hands again to Shellpoint. They are impossible to reach and will not assist as they have no data or what they have is not accurate. i asked for forbarance and they continue to destroy my credit and do nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
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: I was hospitalized for Covid 19 from XX/XX/XXXX to XX/XX/XXXX. I was incapacitated and could not make my mortgage payment but I had the money in my bank account. When I came to on XX/XX/XXXX one of the first things I did was to make the XX/XX/XXXX mortgage payment. I have a great history of making payments with no 30 day lates on any of my 17 accounts. I got a letter from my doctor and sent it to Shellpoint on XX/XX/XXXX. They subsequently removed the late payment penalty penalty and they said they would reverse the 30 day late payment on my credit reports. .But as of now they have not removed the late payment with XXXX even thought it appears they have with XXXX and XXXX XXXX XXXX I have spoken with them ten times and they are refusing to remove the late payment with Experian. Please advise.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A