Date Received: 2021-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX my husband and I filed for bankruptcy. We filed chapter XXXX, so that we could make payments and keep our house. During the course of our bankruptcy our mortgage was sold a couple of times and ended up with a company called Shellpoint. Since they took over our mortgage is XXXX of XXXX they have refused to take out payments causing us to fall behind in our mortgage. I have tried calling them only to be transferred from person to person and putting on hold literally for hours at a time. I have tried emailing them with no response and sending faxes. They are claiming that we are 30 months behind when they have not even held our mortgage that long and all past due payments were made to the pervious mortgage companies. There negative reporting has also had a dramatic effect on our credit scores which we have been trying to rebuild post bankruptcy ( our bankruptcy was discharged in good standing XX/XX/XXXX ). We just need them to communicate with us, so we can make arrangements to pay our default which they have caused by not accepting our payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 537XX
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made two payments by mistake via phone and online service for this specific provider. In effort to fix this issue I asked for a payment {$2000.00} made in error to be refunded. The payment was refunded for {$2000.00} via ACH on XX/XX/2020. My bank statement shows the correct payment made on {$1900.00} was payed and posted on XX/XX/2020. A notice was sent to me stating that I am missing two payments on XX/XX/2020. I called the shellpoint mortgage servicing to speak about this problem. They told me a check for {$1900.00} was issued and sent to me by XXXX XXXX. I never requested both payments to be refunded. Only one. And I never opened this mail either or cashed the check. She helped me by refunding the fee charged for this month and was very helpful in the matter. I have had many issues with this company and their process. They seem to have a problem with communicating and following up on matters. I want someone to be held accountable for these type of errors because its very upsetting and scary to get notices like this.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CT
Zip: 06053
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I applied for a refinance of my current mortgage with NewRez Mortgage. And have still not closed on my refinance. They have consistently been slow to respond to inquiries about their delays, or havent responded at all. My projected closure dates have come and gone, without being notified of any delay. Further, I have been asked to sign a Uniform Residential Loan Application ( form 1003 ) 3 different times ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), all with variances in the Details of Transaction section on all 3 applications. When I refused to sign it the third time, without an explanation of those variances, they have not responded to that email ( XX/XX/XXXX ). And they have also not responded to my subsequent email ( XX/XX/XXXX ).
Company Response:
State: KY
Zip: 403XX
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see complaint XXXX. That complaint was closed with the promise of remedial actions, yet those actions were not taken and the reason for the complaint still exists ( erroneous escrow payment not refunded ). I have attached the companies response to XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14626
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: For some reasons, my mortgage was transferred from XXXX XXXX to Shellpoint Mortgage Servicing on XX/XX/2020. My bank account was charged that month by both companies ( XXXX XXXX and Shellpoint Mortgage Servicing ) as they couldn't manage to properly cary over the automatic paiement settings that was in place. That created lots of confusions around the status on my paiements and Shellpoint Mortgage Servicing opened an investigation that is still pending. While we are all waiting on the result of that investigation, they keep reporting a debt on my account which hurt my credit very badly, affecting my family and my business reputation.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My life was destroyed by my ex wife and she broke a number of laws and rules ( possibly federal ). Here are my FACTS : -She took our tax money and moved it to a seperate account I couldnt access and used the funds to force me to sign divorce papers.- - I COULDN'T GET A LAWYER BECAUSE SHE MOVED {$8800.00} TO A ACCOUNT THAT I COULD NOT ACCESS. WE HAD A JOINT ACCOUNT, AND AS SOON AS THE MONEY HIT SHE MOVED IT ( increments of {$6600.00} & {$2000.00}. -TO ADD, SHE WAS BEING UNFAITHFUL : She was talking to 3 other guys, and who she is with now, and has been for almost 2 years, has not shaken my hand, spoke to me, or anything. Call it how you see it, hes a coward and knows I am right about this, Living in my house, under the same roof as my young daughter, and he has not said or done anything but helped wreck my life. -Enough about him, back to what happened : -I couldnt make this up even if I had XXXX XXXX writing it. She also was talking to a man I worked with and managed to have me laid off of my job THE SAME DAY SHE HANDED ME PAPERS, I should probably add this as well, I have GOTTWN MY JOB BACK WITH THE SAME COMPANY SINCE THEN BECAUSE THEY LATER REALIZED WHAT I SAID FROM THE BEGINNING WAS TRUE AND SHE WAS USING HIM TO TALK TO MY BOSS, COSTING ME MY CAREER FOR ALMOST 2 YEARS. PRAISE GOD THAT THEY CALLED ME TO COME BACK TO WORK. Again, they called me. I forgave him because he apologized ( took XXXX to call me and apologize, it was honorable and we are now friends and coworkers again. -I went from being a husband and father to XXXX kids, owning my own home that I WORKED TO PAY FOR WHILE SHE SLEPT AND PROBABLY SLEPT WITH OTHER GUYS WHILE I WAS AT WORK TOO, to this : -XXXX living in a XXXX I thought I was part owner of that I actually wasnt - not enough money to afford an attorney ( every one I called begged me to take out a loan, but I couldnt in time. What I mean by in time is that her birthday is in XXXX, the van I was living in had to have the tag renewed when her birthday hit, and she used the van I was sleeping in as LEVERAGE TO FORCE ME TO SIGN THE PAPERS. SHE SAID IF YOU DONT SIGN THEM, IM NOT SIGNING THE VAN OVER TO YOU.She has never denied this because it is all the TRUTH. This would of had me HOMELESS, BROKE, HAVING TO LIVE IN A ILLEGAL VEHICLE, all while she used OUR TAX MONEY SHE STOLE TO GET AN ATTORNEY WHILE I DID MY BEST TO NOT GO INSANE. She slept in a bed while I spent months living in a van than was packed with my things. -I had to buy a bee phone as well. NOTE : SHE HANDLED PAYING THE BILLS, SO I HAD ABSOLUTELY NO IDEA I that, you guessed it, SHE WAS THE PRIMARY ACCOUNT HOLDER, AND CUT MY PHONE OFF, WHICH HAD ENOUGH EVIDENCE TO HAVE HER PUT IN PRISON ( which I still dont want to happen ). She absolutely couldnt have pulled this off alone, and its a miracle that Im not dead. - Im still confused about this too ... XXXX How did I become the primary on her bank account later without my consent, which by then had less money than my account did, and to top this crapcake off, I couldnt regain access to my MY ACCOUNT EITHER. XXXX was our bank ( XXXX XXXX XXXX XXXX ). -Their is more! - My phone, bank, social media accounts were hacked or accessed without my permission, resulting in the worst 2 years of my life. Their is more, but Ive been typing this forever over an hour. I didnt even know yall existed, that I could of had some kind of help, and used her birthday and the van to FORCE ME TO SIGN THE PAPERS. I wanted to go before a judge with her standing at the other side of the room, and tell him/her ( the judge ) the TRUTH and see if she could even lie about what she did.to me. How she did it, so fast, harsh, and timed perfectly like that I will never know. How XXXX, her, and and whatever team it took to do all this will ever know. I absolutely couldnt sleep at night after doing this to another and Especially the person that paid for everything she now has and walked down the isle with. I loved her. I trust no one now ( for good reason. Im upset now so Im done with this for now. 2 years later and it still hurts that bad, when I wake to when I sleep, I constantly have it on my mind. Unbelievable, believe every single word just written, for it is true. ( XXXX strike me dead if a single word I write or have written is a lie. ( I solemnly swear on a XXXX, my life, and if XXXX was present, I would on Him ( Im a saved XXXX XXXX as well so that wasnt easy to write. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I've bee always on time with my mortgage payments. My provider New Rez, sent a late payment report to the credit bureau. And they haven't fix it. This is affecting me and they don't do anything about it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33196
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I initially acquired this mortgage through XXXX XXXX XXXX. during the months of XXXX owning this loan, XXXX XXXX XXXX made an error with my escrow account which once I had CFPB involved, ( They forced place HOI on me while I had correct HOI ) the remove all late payment and accepted fault and remove all late payments from my credit report. Shellpoint mortgage then acquired this loan and I am having the same issue with Shellpoint mortgage. I had to pay my own taxes for the period ending XXXX of {$2500.00} and while still escrow monthly. Shellpoint completed a new escrow analysis and is coming up with a total escrow monthly of {$640.00}. whereas my annual taxes is {$3200.00} and Insurance is {$1400.00}. I called the county where I live and verified that the taxes for 2020 would be {$3200.00}. and spoke with my insurance company who indicated my new annual premium is {$1400.00}. therefore my total taxes and HOI would be {$4600.00} / 12 = {$380.00} monthly. Shellpoint wants me to escrow for $ XXXX monthly. at the end of their analysis, they came up with escrow shortage of {$1300.00} which I called shellpoint and paid off the complete shortage XX/XX/2020. Although I made the escrow shortage payment, shellpoint is still making me pay for the total shortage over 12 months. the concern I have is ; A ) I was denied waiving escrow as they are claiming I was delinquent in the rent 24 months which I was not. am not delinquent and paid my monthly escrow + had to pay my full simi-monthly taxes to county of {$2500.00} in 2020. B ) Shellpoint came up with an escrow shortage of {$1300.00} which I paid in full and shellpoint still charge me a higher monthly escrow and did not credit the {$1300.00} to offset the escrow shortage. .
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MN
Zip: 55430
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had a very difficult time with Shellpoint. I have tried to submit for a loan modification a couplel times. I was never able to communicate to the same person which always caused confusion. Shellpoint always seemed to lose my paperwork, which I constantly had to re-fax. I had a very serious medical situation and was hospitalized battling XXXX. I fell behind on my mortgage. Praise XXXX! I am now XXXX free. I now have 3 jobs and can afford my mortgage ... I have applied on XX/XX/20. I was told by Shellpoint to do so and should qualify. I have never had a loan modification before. 7 days later I got declined. Which does not seem like a fair review. I've been told it sounds like a predatory lender or investor by HUD and should file a compliant with CFPB for help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home from XXXX XXXX XXXX in XXXX @ XXXX and when the market collapse I was given no Modification or reduction in payment and my Mortgage was sold to another Lender and Sold to Shellpoint Mortgage Servicing Loan # XXXXI lost 15 % of my salary due to cuts and lay offs and plant Closures etc ; I asked if the Forbearance could be? put two payments at end of loan and they said NO! i could skip payments for 90 days but ALL payments will be due after that period XXXX. so I noticed that after over a decade of house payments my loan is ONLY XXXX { $ XXXX } below the original purchase and tells me I have been defrauded all the way from XXXX to now. I was notified that Shell Point has now Sold it but will continue to make collections for now. I am asking for an Independent Fraud investigation and ALL details to why I only have XXXX paid towards my Mortgage after 15 years of $ XXXX minimum Mortgage Payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A