Date Received: 2021-03-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I'm requesting that Shellpoint Mortgage Servicing remove the 30 day & 60 day and 90 day late payments for XX/XX/XXXX & XX/XX/XXXX and XX/XX/XXXX from my credit reports on XXXX XXXX XXXX and any other reporting agencies. XXXX and XX/XX/XXXX mortgages payments are in XXXX XX/XX/XXXX mortgage payment was made on time as reported on my XXXX credit report. From XX/XX/XXXX my XXXXXXXX XXXX XXXX XXXX was hit hard by Covid 19. My clients are XXXX XXXX XXXX. They too were devastated by Covid 19 because they were forced to close. My revenue plummeted. By the end of XX/XX/XXXX I exhausted all of my savings. I requested a Forbearance for the XXXX and XXXX payments because of the negative effects of the virus and was approved on XX/XX/XXXX. In XX/XX/XXXX Shellpoint Mortgage Servicing posted a 30 day & 60 day late payments on my credit reports. On XX/XX/XXXX i wrote Shellpoint and requested the late payments be removed due to the negative effects of Covid 19. Shellpoint denied my request, stating that I didn't say specifically " Covid 19 " was the reason for my request for Forbearance and that I had a prior late payment. The 2 late payments are negatively affecting my ability to acquire new contracts and credit which will grow my business revenue. On XX/XX/XXXX Shellpoint Mortgage Servicing added a late payment for XX/XX/XXXX on my XXXX credit report, My XXXX is now reporting a 90 day late. This is an error, i made the XX/XX/XXXX payment on time. I'm determined to make my mortgage payments. I made 9 consecutive payments starting XX/XX/XXXX. It wasn't easy. I had to beg and borrow money from friends and family. I took out high interest rate payday loans and took on odd jobs to ensure that I made the mortgage payments. Due to the late payments I am no longer able to borrow money to help me pay the mortgage. I'm at the end of my rope. I'm trying my very best to avoid Bankruptcy. I ask that Shellpoint take in consideration the 9 consecutive mortgage payments and remove the 30 day & 60 day and 90 day lates from all of the reporting agencies. This will allow me to obtain new contracts and credit. My revenue will increase and I will be able to Honor My Commitment With Shellpoint Mortgage Servicing. Thank You For Your Consideration And Your Help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78537
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I filed a complaint XXXX with cfpb against Shellpoint Mortgage Servicing. They did respond and asked me to call XXXX XXXX at XXXX with any questions. I called 3 times and left 3 messages also there was no Email provided by them. They never responded. I only have 3 questions to ask them. Do they have transcripts of the phone conversations made in their response? We requested that during these calls be recorded. Can they provide us with these transcripts. Did they ever commutate with us about confirming our home address during this time period? All their correspondence was delivered to the wrong address past the forwarding period by the USPS. Why was their law firm able to deliver al our summonses about the foreclosure to the correct address?. These actions on the follow-up of this complaint is typical of all our communication with Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am having difficulties with buying a house and applying for new credit cards. On XX/XX/2019 my bill did not go through account with missed payment. I am kindly requesting SHELLPOINT MORTGAGE SVC to remove this missed payment from my credit reports as a gesture of goodwill. Doing so would sincerely be appreciated and represent an invaluable gift to my family and me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have yet to receive my 2019 tax document XXXX after numerous requests via phone and email. I am told that they are looking into the problem repeatedly and receive the same via email and regular mail. This has caused me to not be able to complete my tax return on time, which will lead to penalties and fees. This has gone on for a full year. There is no excuse for this omission.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir or Madam : Shellpoint Mortgage Servicing, the servicer of our mortgage loan at XXXX has recently obtained our loan from XXXX XXXX XXXX. Please treat this as a Notice of Error pursuant to the Real Estate Settlement and Procedures Act ( section 2605 ( e ) ). Shellpoint notified us in a letter dated XX/XX/XXXX that we have been imposed with forced placed hazard insurance. The amount of coverage on this policy is {$250000.00}. There is no value remaining in the home and/or is the home in an insurable condition. The original lender, XXXX XXXX XXXX failed to follow the Flood Disaster Protection Act of 1973 and we lost all of our personal property and newly purchased home as a result of it. There is no basis for forcing hazard insurance as well as the unfounded amount of coverage they implemented. This is a violation of 12 CFR 1024.37 ( b ) and ( c ) 1. We are wrongfully being charged {$2000.00} worth of an annual premium for a policy that does not cover anything. Additionally, Shellpoint mortgage servicing is defrauding an insurance company for a policy on a home that is uninsurable. Thank you in advance for taking the time to acknowledge and answer this request as required by the Real Estate Settlement and Procedures Act ( section 2605 ( e ) ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ND
Zip: 58104
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX and XXXX XXXX have two mortgages thru Shellpoint Mortgage. On XX/XX/XXXX they suffered a total loss on their home which was insured thru XXXX XXXX. The contacted Shellpoint in XX/XX/XXXX and got two mortgage payoff 's, they next sent the XXXX XXXX check which was payable to both them and Shellpoint Mortgage for the 1st and 2nd mortgage. The difference between the funds from XXXX XXXX and Shellpoint the XXXX got a check and sent from XXXX XXXX XXXX. Both were received by Shellpoint, they acknowledge they received the checks but are not applying them to the 2nd. Over a month has passed and interest is accruing, soon to be 30 days behind because they have not applied the payment. Several Customer Service people, Loss Draft people and supervisors have been contacted with no help or return call. We need somebody to properly apply the funds sent and release us from this mortgage. They need to make the payment retroactive as they have had the payoff funds for at least 45 days. No one seems to help they just pass you around to the different departments. Also XX/XX/XXXX loss of two payments made to DITech.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem I am having is with escrow with NewRez LLC ( Shell Point Mortgage ). NewRez took over my mortgage on XX/XX/XXXX. There never was a escrow account. My wife and I paid the house insurance and property taxes. The house insurance was not renewed by insurance company in XXXX. There was a few months the house had no insurance due it being difficult to find a company to insure the house. NewRez charged me for the months without insurance until I obtained house insurance. I provided proof of insurance and received a refund check from NewRez for balance owed to me. The problem was NewRez never contacted me, created a escrow and raised the mortgage payment from {$1100.00} to {$1600.00}. We could not afford that amount. NewRez did not offer to spread out the amount of money that was owed for house insurance. I called many times to try to get this corrected but it was never corrected. We did pay extra money when we had the means to pay off what was owed for house insurance. NewRez is still saying we owe them. Now there is a problem with XXXX property taxes. The XXXX property taxes were paid by Shell Point Mortgage on XX/XX/XXXX without telling me. They charged me {$4900.00} when the amount paid on the tax receipt is {$3500.00}. The property taxes were not late and were due by XX/XX/XXXX. This time they raised my monthly payment to {$1700.00}. They have caused a lot of stress and problems for my wife and I. It's ridiculous they can not fix the issues. I have wasted a lot of time calling them. This is not right or fair. We don't want to lose the house. I hope someone can resolve this and prevent this from happening to others.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32835
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a Client of NEWREZ and I was looking to do a REFI. They strung me along for almost 5 months ( XXXX XXXX XX/XX/2021 ). Once the CD was sent out, it was double what I was promised and I wouldn't sign it. They then declined my loan and told me I was high risk! I have a six figure income with a low DTI RATIO, with almost XXXX in equity in my home. I was taking a loan for XXXX and got denied after I rejected NEWREZ CD. There are numerous filing 's with the XXXX complaining about the same issues that I am dealing with from this company. There lening practices needs to be investigated, it could just be discrimination because I am a minority!
Company Response:
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Escrow account currently shows 2 erroneous tax payments made on XX/XX/XXXX for {$1400.00} and {$26.00}, which the city never received and which do not match any tax bill the city issued. On XX/XX/XXXX I received a delinquent tax bill for my 2020 Winter taxes in the amount of {$1200.00}. To avoid further complications on XX/XX/XXXX when the city no longer accepted payments, I paid my delinquent tax bill. I notified XXXX, XXXX. of this issue on XX/XX/XXXX, no resolution has occurred despite XXXX re-issuing a " response due date '' three times, the original response date was for XX/XX/XXXX, then XX/XX/XXXX and XX/XX/XXXX. No response has been given as of XX/XX/XXXX despite several phone calls to resolve the issue. During these calls no useful information was provided and the response due date is simply extended with no further action taken by XXXX. I need to be reimbursed for my tax payment. I need the erroneous escrow payments refunded to escrow and I need to know the resolution to avoid this error on my summer taxes. I am submitting this complaint based on the lack of adequate response and approximately {$3000.00} missing from my account with no answer as to where it went.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 48335
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Twice I have made large additional Principal Only payments the Shellpoint Mortgage Servicing, in addition to regular monthly payments, and both times now those payments have been incorrectly applied and/or applied at a much later date than received ( back shows date chased ). I have filed multiple complaints with the company, the first one they corrected, the second one is ongoing and they do not respond other than " we are investigating your complaint '' The supposedly " corrected '' the payment, but applied it nearly a month after receipt, thereby charging me interest fraudulently in at least 2 following payments
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97504
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A