Date Received: 2021-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company Shellpoint Mortgage Servicing has put my account without my authorization into a forbearance plan on XX/XX/XXXX. Since then I have been calling twice a week and I have emailed them requesting the removal of forbearance plan. I received a letter and was told by customer service that I am not in forbearance and that is the IT problem and that the ticket was created on XXXX XXXX. Nothing is solved as of today XX/XX/XXXX 2021
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 19006
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: Hello, I have attempted to obtain this information for over two years now. I submitted requests with the previous servicer as well as the current one. There are a number of charges to my escrow account that the servicer will NOT verify as accurate. I have requested copies of reports and invoices charged to my account and only receive some of them. They have gone so far as to send duplicates in an effort to make my request appear complete. I have spent countless hours reviewing the partial documents sent to me. I'm still being charged for items on my escrow account with zero documentation of what they are and if they are valid charges. Additionally, I'm in a repayment plan and was forced to add the total amount of the escrows, including the disputed amounts to the plan. This is ridiculous. I need help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78731
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: Shellpoint mortgage ran an escrow analysis, but failed to recognize that we are paying for flood insurance on our own. I sent them proof of coverage. In addition, their process to have the coverage removed is very time consuming and difficult to reach the correct departments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08822
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: I, XXXX XXXX, am a XXXX helping a seller, XXXX XXXX XXXX, to sell her home. The mortgage company, Shellpoint, is not cooperating with the attorney with the needed documentation to facilitate the loan pay off process. The home being sold is a mobile home and the new lender requires the mobile home titles to be surrendered and the lien released within 5 to 10 days after closing. The seller filed bankruptcy and has already received bankruptcy approval to sell the home on XX/XX/2020. The original contract closing date was XX/XX/2020. The contract has been extended 3 times due to Shellpoint 's unwillingness to facilitate the necessary documentation for getting their loan paid off by XXXX XXXX XXXX. My contact information is XXXX XXXX, XXXX XXXX. The closing attorney 's contact information is XXXX XXXX XXXX XXXX. The attorney representing Shellpoint is XXXX XXXX XXXX XXXX. The loan number with Shellpoint Mortgage is Acct XXXX. Shellpoint 's website is shellpointmtg.com and phone XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The last payment was made XX/XX/XXXX and the default was 30 days later in XXXX. The lender is attempting to make it appear the last payment and default are more recent. They show I was 60 days late in XX/XX/XXXX. This is not the first time the lender has done this. My score dropped XXXX points.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32927
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home burnt XX/XX/XXXX we contacted Shellpoint on XX/XX/XXXX and let them know what happened. XX/XX/XXXX Shellpoint went forward knowing that the home burnt and the insurance company was paying it off. We were told on XX/XX/XXXX to send the insurance check to the loss draft department. on XX/XX/XXXX the loss draft department emailed me and ask for the payoff. When we contacted shellpoint about our payoff amount we were told on XX/XX/XXXX it would be XX/XX/XXXX before they could tell us because they went forward and filled to foreclose on us. We are also showing credits on our account un unapplied payments. This is a mess. We simply want to be done and move on.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 29150
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Bank I had taken loan out with recently sold mortgage and Shellpoint Mortgage Servicing is new servicing agent. They asked for copies off insurance and I have faxed them proper papers ( XX/XX/ XXXX ), then emailed them ( XXXX ) prior papers ( AS SAID NO RECORD ). TODAY I RECEIVED ANOTHER LETTER STATING THEY DID NOT HAVE AND CONTINUE TO THREATEN ME WITH HAVING TO PAY EXTREME AMOUNTS FOR INSURANCE. Shellpoint Mortgage servicing loan # XXXX. I have never had a problem with prior company and have less than 5 years left on mortgage. Companies like Shellpoint are praying on the elderly and trying to cause us mental anguish. Obviously they do not have their act together and should be heavily fined and have to provide restitutions to the borrower.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started the process on XX/XX/20. My credit it was good. the appraisal came in where it needed to be. They asked for more documents. I gave it to them. Now they are asking for the same documents again. After doing an internet search, Newrez has a history of stringing people along.
Company Response:
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX ( shellpoint Mortgage acquires my mortgage ) ( on XX/XX/XXXX. XXXX ) I submitted to the " shellpoint mortgage servicing '' online portal ; a request for forbearance so i can refinance in order to make my home payments more manageable. I recently lost my job as a direct result of covid-19. ( I worked at a XXXX XXXX XXXX XXXX making it more challenging to produce the full payments. I do believe this played a role in mortgage being sold in the first place. on XX/XX/XXXX, XXXX Central. I was contacted by shell point mortgaging. From the moment we began a dialogue, there was hostility present coming from who I assumed was a customer care agent. I was cut off numerous times to stress that my mortgage was no longer with my old company. It seemed as though the agent I was speaking with had no intention on developing a professional environment over the phone. when the agent finally " calmed down '' I was going to state my case as to why I was unable to pay my previous mortgage company. ( i believed the company dealt with a lot of unsavory people. I assumed that once she hears that I am not her typical clientele, she would understand that I am more than willing to work with a mortgage company that is willing to work with me. I DONT WANT TO LOSE MY HOME! ) I was cut off again and told " forget that, you are with a new company now. do you understand this sir? '' in what can only be described as the most condescending tone I had ever heard. I answered respectfully and then was told to make a payment. Again, I attempted to open a dialogue with the agent about my current circumstances as to how the company she works for acquired my mortgage in the first place. I was finally able to get the agent to understand I had not made a payment because my previous company sold my mortgage instead of offering me relief options. i was cut off again and told " numerous responses have been sent to you, you were made aware of this transfer. '' ( understand at this point i understood this company is operating and treating it's customers like a bad debt collections company, not a mortgage company ) i was asked " so, are you aware that I'm calling to collect the payment for XXXX, and now your XXXX payment is due so you owe ( XXXX ) + and that's due today would you like to make this payment over the phone or should I just notate your account. '' ( here i understood this was my opportunity to get the help I need. ) I expressed how I got laid off in late XX/XX/XXXX, XXXX to be exact. which is where my troubles with XXXX began. How my previous company didn't even have to sell my mortgage they could've just worked with me but refused to provide options like forbearance. ( again i was greeted with condescendence to. " do you 'EVEN ' fully understand what forbearance is? '' ( this statement confirmed 2 things for me ) 1 ) the agent was purposefully being disrespectful, I can not possibly accept the notion that that is how an organic conversation with a " customer service representative '' should be. but 2 ) It revealed that this company thinks very little of the mortgages they acquire. my heart sank as I understood the gravity of the situation I am in, worse the situation I find my family in. I expressed to the agent i had filled out the necessary paperwork online dated the XXXX of XXXX XXXX to which the agent replied " The website hasn't be up for a while we never received that correspondence. '' Then proceeded to tell me she could not help me with this situation as it was a conundrum exclusive handled by their collections department and that the collections department has the final say. I'd have to state my case over the phone with them. I was put on what can be described as a " dead-end Hold '' I never got to speak with anyone from collections or whoever is in charge of taking my home away. I hope the united states government doesn't let this happen to citizens trying in these time. We have no where else to go this has been our home for more than 10+ years. I acquired this home from my mother in XXXX, I don't want to lose my family home and it seems as though i have no other alternatives. please look into this company and their business practices and ensure that citizens like me get the fair and just treatment we deserve. All i need is a forbearance till XXXX so I can get my credit together and refinance my home. shellpoint has failed to extend to me this service. I am well aware of " balloon-payments '' and how they catch numerous people requesting forbearance off guard. However, though my jobs was simple I am by no means " simple ''. I understand the necessity of financial literacy and I don't need to made to feel like I'm stupid when asking for help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77072
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am currently in the process of selling my mobile home. My current lender states that they can not provide me with a copy of my title that my buyer needs in order to close. Because of this, I had to get a copy from XXXX. In order for XXXX to release a copy of my title, they need a letter from the mortgage company saying they have permission to print out the title ( being that they are the lienholder ). Which at that point, the original title would be sent to them and a copy would be given to me so I will be able to close. The mortgage company refused to send a letter for permission to XXXX. They are holding up the sale on my mobile home.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 08332
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A