Date Received: 2021-02-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I have applied and approved from Shellpoint Mortgage Services for the forbearance Plan on my mortgage accounts due to Covid 19 pandemic. During the forbearance plans Shellpoint Mortgage Services kept billing me for the late fees, service fees and reported negative credit on my accounts. I have sent request to management to remove but the problem was not sold. I would like to make complain and request to be waived on my late fees, service fees and negative credits on my account as the attached for details.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage Servicing is incorrectly reporting a late payment to XXXX. I have bank account proof of on time payments. This needs to be fixed ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33185
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid the balance of my home mortgage in XX/XX/2020 and have not received a satisfaction of mortgage letter from the lender, XXXX XXXX. I have phoned the lender numerous times starting in XX/XX/2020 and they continue to respond by stating they are placing the request for the letter but they will not allow me to speak with anyone from the department responsible for creating the satisfaction letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01824
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX was Loan originator. They were the worst mortgage company I have ever had to deal with, they were very litigious with a legal department incessantly seeking opportunity to assess legal fees and force default. The Loan was sold to Shellpoint Mortgage Servicing who have turned out to be an even worst nightmare. They routinely assess fees basically for just holding the loan. If your property taxes or insurance goes up watch out as it will be a XXXX to assess additional fees and they will never communicate any of this beforehand and filing an appeal or compliant is useless. They both will undoubtedly do well in the current COVID afftected economic downturn and many will lose their homes and property to their unfair practices.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: KS
Zip: 672XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my credit report when purchasing a vehicle, that is when I realized I am a victim of identity theft. I filed a report with the F.T.C and my local police department. I send all documents to the C.R.A and XXXX XXXX and Shell Point. The Account Opened is XXXX XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$580000.00}. The Account Opened is XXXX XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$500000.00}. The Account Opened is Shell Point Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$190000.00}. I have never opened an account with them, I am a victim of identity theft and I need this resolved and removed from my name and credit bureaus.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 916XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my credit report when purchasing a vehicle, that is when I realized I am a victim of identity theft. I filed a report with the F.T.C and my local police department. I send all documents to the C.R.A and Shell Point. The Account Opened is Shell Point Account Number : XXXX Date Opened : XX/XX/2019 Balance : {$570000.00}. I have never opened an account with them, I am a victim of identity theft and I need this resolved and removed from my name and credit bureaus.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 916XX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez LLC under Shellpoint mortgage incorrectly deducted my escrow account with an inflated city tax payment of {$2400.00} on XX/XX/XXXX. This tax was public record and due for the amount of {$570.00}. This deduction was never paid to any tax office, this check was never returned. I called in on XX/XX/XXXX and was assured everything was normal and denied there was a negative escrow balance even though I had received a letter stating a shortage of approximately {$700.00}. I had filed a complaint of error in XX/XX/XXXX and nothing has been resolved as of XX/XX/XXXX with several calls that promised escalation due to the fact I am selling this home on XX/XX/XXXX. No one at XXXX has answers as to what they have done to my money. This is a complete mishandling of funds and needs litigation.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently was notified that my mortgage is reporting 30 days late as of XX/XX/2020. This must be incorrect as I have been making on time payments on my mortgage for quite some time now. It's only reporting on XXXX and I'm certain this has to be some kind of system error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am being told that I need to pay for another XXXX, but I do not feel as if that is acceptable. Here is the timeline of events and why I believe I should not have to pay for another XXXX : XX/XX/XXXX - I paid for a XXXX that was completed on this date. XX/XX/XXXX - I received a letter stating the value of the property was {$120000.00} and the value needed to be paid down {$8400.00} for the PMI to be removed. XX/XX/XXXX, XXXX I received a letter from NewRez stating I will need to submit a written request to have the PMI removed once I paid the value down to below 70 % and that the XXXX was good for 120 days from the completion of the valuation. Since the valuation was completed on XX/XX/XXXX, the valuation would be good until XX/XX/XXXX. XX/XX/XXXX - I submitted a check to be applied to PRINCIPAL BALANCE ONLY as noted in the memo line, and in the letter sent with the check. That balance was NOT applied to principal only and I had to call twice to have the corrected. XX/XX/XXXX - The principal only payment was corrected and the loan was paid to below {$84000.00}. XX/XX/XXXX - I submitted a request in writing to have the PMI removed, AS WELL AS a request to have the escrow removed. I have included the email below that I sent on XX/XX/XXXX. XX/XX/XXXX - I called your customer service line and spoke with XXXX who transferred me to the supervisor XXXX. I was told me request for PMI removal would be escalated. Since then I have called seven more times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX again and XX/XX/XXXX ). I have spoken with 11 different people ( XXXX XXXX, XXXX XXXX- supervisor, XXXX , XXXX- Supervisor, XXXX XXXX , XXXX XXXX , XXXX, XXXX- supervisor , XXXX XXXX, XXXX XXXX and XXXX XXXX ) to find out why my PMI request on XX/XX/XXXX had not been addressed. All 11 of those people stated they would either call me or email me back, and the only one that did is XXXX XXXX who called me back once to tell me she did not have an update for me. I paid my loan down to the amount you requested, well within the time frame you asked me to pay it down within, and I submitted a request in writing ( as shown below ) also well within that requested timeframe. Please tell me why I need to pay for another vacation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was pre-approved for a loan on XX/XX/XXXX. This has been a most frustrating experience as it is now XX/XX/XXXX and we still are not closed. So far 5 months in and i have spent {$2300.00} out of pocket for nothing. I feel that I was mislead from the beginning and through the entire process. Now I've spent alot of money with the promise of a lower interest rate and payment. In the end I have endured more debt through the process, and my credit score has been adversely affected. This has been extremely emotionally overwhelming especially during the pandemic! See attached emails for details. XX/XX/XXXX ~ Pre-approved for a refinance with my existing company ; 30 year fixed@ 3.125 % payments ~ {$1000.00} with XXXX $ XXXX at closing ; closing to occur within 60 days XX/XX/XXXX ~ Agreed to move forward paid {$500.00} for appraisal fee. XX/XX/XXXX ~ Appraisal occurred XX/XX/XXXX ~ Notified that appraisal met value at $ XXXX XX/XX/XXXX ~ Notified that loan is approved with conditions ; tried to get clarification on conditions but loan officer said not to contact him ; only contact processor XX/XX/XXXX ~ Handrails installed ( paid {$350.00} out of pocket ) and engineer cert report ( paid {$650.00} out of pocket for this ) obtained to meet conditions XX/XX/XXXX ~ Notified by appraiser that handrails needed to be installed around perimeter of front and back porches, not just stairs ; attempted to clarify this with processor on XX/XX/XXXX ; now have to schedule more repairs XX/XX/XXXX XXXX Received closing disclosure with huge discrepancy in numbers and terms. Reached out for explanation and was not given one. Did not sign document due to discrepancy. ( see email ) XX/XX/XXXX ~ Handrails completed ( paid {$1500.00} out of pocket ) XX/XX/XXXX ~ File back to underwriting and they discover issue with name on taxes. This has been my mortgage company for nearly 4 years now and they are just now discovering that there is a clouded title. This might lead to bigger issues with my county taxes. From this point forward to present I have been battling them on rates and terms that are completely different that the original offer by almost $ XXXX difference. Sales team keeps putting my file in suspense. Finally went back to underwriting over a week ago. I was notified today that now they want to do another appraisal. I feel that their practices have been extremely unethical and have cost me a lot. A possible resolution to this would be for them to reimburse the money I have spent in this process.
Company Response:
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A