Date Received: 2021-02-11
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 Res-Shellpoint MTG has repeatedly during the servicing of my account misallocated payments. I filed a complaint with the South Carolina Attorney General that explains and documents my ordeal/nightmare with this company lack of professionalism. Please see the included pdf attachment. After paying of this account XXXX XX/XX/2020 I noticed on my credit bureau reports New Res-Shellpoint MTG classified my Mortgage Loan as a Home Equity Loan which was inaccurate. Upon attempting to have them change the classification to the correct one Mortgage Loan they changed my XXXX payment to 30 days late which is inaccurate. My problem with New Res-Shellpoint MTG has been documented via email complaints see they acquired my loan from XXXX XXXX. I truly believe I'm not the first and I won't be the last person dealing with this New Res-Shellpoint MTG company that has displayed in my humble opinion true deceptive practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60652
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez XXXX has not paid my property taxes and out of my escrow account and my account is now delinquent. The company has not been helpful in resolving the matter. They continue to give me the runaround, end calls, transfer calls, etc. I have been calling them for two months regarding this issue. I have never, ever dealt with such horrible customer service. Not one time has my call been returned, I have not received one update regarding this issue or any resolution whatsoever.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Subject : Shellpoint Mortgage Servicing Monthly Harassing Telephone Calls During these past 21 months, this homeowner been been getting monthly harassing telephone calls pertaining to the whereabouts of monthly mortgage payments to Shellpoint Mortgage Servicing. These harassing telephone calls started on the XX/XX/XXXX and continue to this present day ( XX/XX/XXXX ). Shellpoint Mortgage Servicing Customer Service agent, would call the homeowner 3-4 plus time each day until the monthly payment been process by Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX Ohio. The homeowner forwards the monthly payment in the form of XXXX XX/XX/XXXX Cashiers Check, payable to Shellpoint Mortgage Servicing and the check is mailed out the same day the check been issued. For example ; the check may have issue date for XXXX XX/XX/XXXX and is mailed out on XXXX XX/XX/XXXX to the Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX Ohio. The harassing telephone calls from Shellpoint Mortgage Servicing Customer Service agents starts on the same day the check been mailed. These harassing telephone call would go on for the next 2-3-4 days until the payment been posted by the Shellpoint Mortgage Servicing Payment Processing Center. This action by Shellpoint Mortgage Servicing goes on every single month. The homeowner has copies of all the banks cashiers checks dating back to XX/XX/XXXX, when Shellpoint Mortgage Servicing took over this account from XXXX XXXX XXXX. The homeowner is making this complaint, because Shellpoint Mortgage Servicing violated the homeowners rights, by making these harassing payment collection calls, before XXXX of month, when the payment must be received as stated on the monthly mortgage statement. As of this day ( XXXX XX/XX/XXXX ), Shellpoint Mortgage Servicing Customer Service agents has called the homeowner 16 times during the period of XXXX XX/XX/XXXX to XXXX XX/XX/XXXX. For example, on XXXX XX/XX/XXXX the homeowner received a telephone call from a Shellpoint Mortgage Customer Service agent pertaining to the mortgage payment for XX/XX/XXXX. The homeowner informed the Shellpoint Mortgage Customer Service agent, that the mortgage payment for XXXX XXXX was : Bank Cashiers check dated XXXX XX/XX/XXXX and mailed on XXXX XX/XX/XXXX. The homeowner informed the customer service agent TO STOP making these harassing phone calls for the monthly mortgage payment before the XXXX of month for scheduled late payment due date. The homeowner also informed customer service agent, if these harassing telephone calls continue, the homeowner will filed CFPB/AG/XXXX Complaint against Shellpoint Mortgage making harassing calls for the monthly mortgage payment before the monthly late payment due date. Shellpoint Mortgage still continue to make harassing phone calls for monthly payment each month up to the date of 1XXXX XXXX XXXX. On XXXX XXXX XXXX, the homeowner conducted an inquiry of the whereabouts of the XXXX XXXX Cashiers Check, dated XXXX XXXX XXXX, check number XXXX. The homeowner made a visit the bank and place a Stop Payment on check number XXXX and had XXXX XXXX reissue a new bank cashiers check, check number XXXX dated XXXX XX/XX/XXXX and forwarded the replacement check by XXXX XXXX XXXX XXXX to Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX, South Carolina, with a schedule delivery date XX/XX/XXXX. This type of telephone call harassment is totally wrong and is in violation of the homeowners rights. In closing, this homeowner/customer is very disappointed with Shellpoint Mortgage Servicing, how this company treat their customers, who has a good history of making monthly mortgage payments on time and never be late making the monthly mortgage payment. Homeowner is also disappointed with Shellpoint Mortgage Servicing senior leadership handles complaints and concerns when it comes to resolving issues with a customers account. Shellpoint Mortgage Servicing needs to do a better job on how to treat their customers. The homeowner strongly recommend that Shellpoint Mortgage Servicing be liable for there actions towards the homeowner, by making these monthly harassing telephone calls from XX/XX/XXXX to the present XX/XX/XXXX, for a total of 61 telephone calls during the period in question.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my second time complaining. Shellpoint is completely incompetent. See below a chain of events : 1 ) Even though we paid flood insurance in full and provided them with declaration pages, they put insurance on the house and required an escrow 2 ) Even when they provided flood insurance information, they still did not remove the escrow. This is still a point of contention. They tell me they are collecting the escrow for next year 's premium 3 ) We paid our property taxes in full to XXXX County. It turns out they paid it as well 4 ) Now that they discovered the double-pay, they have materially increased our escrow I have called them numerous times, and they will not address this issue. We pay for everything in full and directly, and instead of removing the flood insurance escrow, they now slapped on a property insurance escrow. This is absurd. I have never complained to CFPB before, and now I am complaining twice on the same issue. Can you please help me? The first inquiry actually yielded negative results, since they INCREASED my escrow after I complained.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The end of XX/XX/XXXX I received a notice that my payment would go from {$650.00} to {$770.00} due to escrow shortage. I called the mortgage company and spoke with the lady who is my contact I spoke to her on XX/XX/XXXX she took my payment by phone I told her my concern about the increase she switched me to another single point of contact on XX/XX/XXXX i left a voicemail XXXX, XXXX XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX. Then I was sent to another contact on XXXX lm, again on XX/XX/XXXX mailbox full, then XXXX contact on XXXX lm, XXXX lm twice, XXXX lm 2 times and XXXX lm. I then called initial contact on XXXX and again XX/XX/XXXX XXXX response. I think after 2 months it should be resolved. Poor customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52732
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have our mortgage through NewRez, and we have an escrow account with them to pay our taxes and home insurance. We have never missed a payment. Last XXXX, we received a notice of cancellation of insurance from XXXX. We called and they inform us that they didn't receive a payment from NewRez. After a long run around, we did a conference call with XXXX and NewRez where the agents from both companies exchanged information. Due to the time constraint, NewRez asked for an overnight address to send the payment before the deadline of XX/XX/2020. After a couple days, we called and we were informed that it was processed. We started a refinance with NewRez in XXXX, and today we received an email from the processor that we have no home insurance. We called and stayed for over 3 hours on the phone, they finally found out that the payment was sent to the wrong place and it was cashed but not applied to our account. We found out that NewRez has been charging Forced Mortgage Insurance since XXXX even though they are the ones all along with XXXX who messed up this whole thing. We called today and paid out of our packet for a home insurance to cover our property. since it will not be resolved quickly. We are baring the loss that we have to pay extra for failure to pay our previous policy ( even though as costumers we were dragged between the two, each one of them is pointing finger at the other ). All XXXX could say is, due to COVID all this happened and no one is assuming responsibility for this deceptive and abusive service ( as described by XXXX XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I sold my house and that paid my Mortgage with Shellpoint off. They have since reported me as 30 days late, then 60 days late on a {$0.00} loan which is absolutely impossible! The wire transfer took place twice on XX/XX/XXXX! Well before the loan could ever be considered late! You also CAN NOT BE LATE ON {$0.00}!! HELP ME! THEY DENIED THE WIRE TRANFER 2 TIMES! MY TITLE INSURANSOR WAS SURPRISED BY THEIR LACK OF ATTENTIVENESS!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I XXXX XXXX XXXX, I am owner of property financed by Shellpoint Mortage servicing. I am in Bankruptcy an have court order the property can be sold, the property is under contract an was supposed to close XXXX XXXX, since then the contract has been extended 3 times due to Shellpoints unwillingness to corporate with closing attorneys an buyers financial institution This has been exhausting for everyone involved!!! closing attorney XXXX XXXX The attorney representing Shellpoint is XXXX XXXX XXXX XXXX XXXX is XXXX XXXX XXXX. XXXX # for loan is- XXXX shellpointmtg.com/ XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had our loan through XXXX XXXX and then it got sold to NewRez which an affiliate of Shellpoint. In XX/XX/2020, we received a notice from XXXX which is our home insurance company that our policy will get canceled due to failure to pay premiums. They said that it will be canceled if they didn't receive the payment by XXXX. We called the mortgage company and they said that they didn't have our insurance policy information ( but they never mentioned that to us or ask for it, which for a fact I know that it was transferred when the loan was sold to them ). After 3 different calls and a long run around, we did a conference call with XXXX so they can get all the information needed. From there, we thought all was resolved. As of today XXXX we found out that we have no home insurance because it was canceled due to failure to pay. Knowing that we had an escrow account with NewRez and never ever have we missed a payment. Now we have to find a new policy and pay extra because we " defaulted '' in our insurance payments. Of course they are not taking any responsibilities and they even denied a conference call with XXXX while my husband was on the phone to grant authorization.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were in a modification loss mitigation due to COVID-19. Our financial situation due to covid ended the end of XX/XX/XXXX. I notified Shellpoint Mortgage Servicing, and started making payments. I was told to skip XX/XX/XXXX that the new loan would start XX/XX/XXXX. I have called numerous times for updates, I finally received and update on XX/XX/XXXX. I was unable to receive status since XX/XX/XXXX from any customer service rep or reach my point of contact XXXX XXXX until XX/XX/XXXX. The dates called XXXX, XX/XX/XXXX. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX. On XX/XX/XXXX after 3 months I was told the interest rate was incorrect from the XX/XX/XXXX paper work and again to skip XX/XX/XXXX payment and the new loan would start XX/XX/XXXX, XXXX XXXX also stated that I shouldn't had made XXXX or XXXX payment due to I am in loss mitigation, but with the new payment and interest rate the loan will be current. The new paper work was mailed to me on XX/XX/XXXX and mailed back on XX/XX/XXXX. On the call XX/XX/XXXX I was told the paper work was received and I wanted to verify if this was a fixed or adjustable loan.. And was reconfirmed that on page 2 of the documents I sent in shows fixed at 2.125 % to give them a week to process. XXXX XXXX called and left a message with no info to call back on XX/XX/XXXX the representative says there are no notes on the file of why he called. XXXX XXXX again called on XXXX and says the paper work that was received on XX/XX/XXXX in there office was for dates of the old loan XX/XX/XXXX. So as you can see why I am filing a complaint. I haven't been unable to get updates on my loan, I mail in paperwork its confirmed received and then told I mailed in old paper work with the wrong dates, amounts of loan and interest rates. I have already made my new payment arrangement for XX/XX/XXXX but the mortgage company is changing the story of what was sent in, I'm wondering what's next?? As I read reviews online this is an ongoing problem of not wanting to complete or help customers with refinancing loans. I do not want to go into foreclosure or having any issues with my loan due to the mortgage co being at fault.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A