Date Received: 2020-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I set up a recurring payment. It was cancelled. On XX/XX/XXXX I tried to set up another recurring payment and received the following error message : See attached. Why is it stating I am in forbearance? This account is not in forbearance and I have a letter from several months ago stating so. Your website portal for customers has many software engineering bugs that need to be fixed. Fix it.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint has refused to explain in detail the fees incurred or added since they began servicing my loan. Shellpoint sent a letter dated XX/XX/XXXX indicating a negative balance of escrow in the amount of {$40000.00}, claiming for period XX/XX/XXXX to XX/XX/XXXX yet, they have not provided a breakdown by month and year and cost for escrow which totals the amount claimed. I have sent multiple request to Shellpoint requesting a breakdown and they just keep claiming the same and providing a loan history spreadsheet, yet there is no highlighted portion that explains the cost and total for the negative escrow balance. There is also a discrepancy on the total amount since Shellpoint sent another letter dated XX/XX/XXXX indicating that the negative escrow balance upon transfer was {$25000.00}. I have asked for the correct negative escrow balance and Shellpoint has refused to provide this information to date.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed Chapter XXXX Bankruptcy in XXXX of XXXX. I did not reaffirm my mortgage loan in the event I would not be able to pay the loan I would not be held liable and the only collection they could perform would be to reposes the home and could not file a default judgement against me due to no reaffirmation of the loan when filed Chapter XXXX bankruptcy. Now the 4th Mortgage company is filing a judgement against me with the courts for {$60000.00}. They are not allowed to file this judgement as I understood due to the Chapter XXXX Bankruptcy we filed in XXXX. I had to spend {$500.00} on a retainer fee because they have filed judgement against me when the law clearly stats if filed Chapter XXXX and no reaffirmation on the mortgage that they can't come after me personally but Shellpoint Mortgage has filed a judgement against me XX/XX/XXXX. We have not paid the mortgage since XX/XX/XXXX and they have passed it down from one mortgage company to another each time the new company files a judgement against me. This judgement was dismissed by the courts in XXXX of XXXX. Each month we receive a notice from Shellpoint Mortgage that we are not responsible for loan payment due to Chapter XXXX and no reaffirmation of the loan. PLEASE help us to STOP this illegal action!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 756XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to the COVID 19 pandemic my husband and I were given mortgage assistance via the Pandemic Mortgage Assistance Program through PA Housing Finance Agency from the Federal Cares Act. Shellpoint Mortgage was sent {$6000.00} to cover our entire mortgage payments from XXXX through XXXX. We signed an acknowledgement form that this money would remove any additional costs and were not to send any further money to Shellpoint during this time, nor could we put ourselves in forbearance. An acknowledgement form was also sent to Shellpoint saying the same and that the {$6000.00} was to be used for {$1000.00} full payment each month with no additional cost or fees for us. An itemization of how funds could be used was also sent to Shellpoint. This form was signed on their behalf as well with a witness. Shell point did not use the funds as agreed to. One full mortgage payment was made at almost {$1900.00} not the {$1000.00} agreed to, the remainder of the funds were used for escrow and fees according to multiple representatives spoken to over the past six weeks in trying to rectify this. The remaining balance has still not been erased or rectified even after elevating it to a supervisor and calling the representative who signed the contract itself. Our balance is currently for almost {$8000.00} although we should have a balance of XXXX We have not paid our XXXX mortgage yet as we can not get Shellpoint to acknowledge this error and correct. Late fees are now accruing, but we can not ensure Shellpoint will use our full XXXX payment for XXXX and not move around the funds as they did with the payments made by PMAP/PHFA and the state/federal government. We would like Shellpoint to honor the contract they signed when they accepted this {$6000.00} from the CARES act and the state government to erase any additional debt on our part as well as late fees we are not responsible for so that we can continue paying our mortgage from where we are up to date.
Company Response:
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am XXXX after suffering a XXXX XXXX. I have difficulty with XXXX communication and Shellpoint mortgage first completely refused to communicate in email/writing with me. " it takes too long to type answers ' was the response. I believe this is a violation of ADA laws? 1 ) they did not notify me that my forbearance period ended in XXXX. 2 ) their website still shows I am in forbearance and will not accept payment or partial payment ( I have recorded all of this ) 3 ) continued emails and communication on their site was completely unanswered over the months since covid hit and they reported me as late to credit bureaus when I was in forbearance 3 ) the representative assigned to me now Mr. XXXX is completely dismissive of my medical condition and literally sent me an email 'good news, your request for forbearance extension is denied '. How nice of them. I had provided no information so how do they deny this? 4 ) they were to allow me to put the missed payments at the end of the mortgage and now they say they can not do that and I owe over {$6000.00} to bring it current and avoid foreclosure. My ex husband still appears on the mortgage in spite of his part being dismissed in his bankruptcy and shellpoint will not remove him in spite of a legal obligation to do so. I have had this mortgage since 1997 and have endured much hardship but have restored my credit and now face this. It is unconscionable to me that they won't ' even allow me to make payments online and all but insist I talked via phone in spite of my XXXX to do so. They are requiring I mail a check ( which I don't have as all my payments are always online ) or send a XXXX ( which I don't feel is secure and have seen money disappear for 90 days in that system ). Seems I'm not the only one as I see they are at the top of the complaint list every month. This company should not be in the mortgage business.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX insisted on placing lender flood insurance at a premium in excess of {$7000.00} ( I have my own private flood insurance policy with them named as mortgagee ) on the excuse that I was not able to purchase an amount equivalent to the mortgage balance. ( In reality, it clearly states on the policy that the coverage doesn't apply to 2nd floor property which mine is! ) So in XXXX I mailed them {$120000.00} to reduce the principal to below my private flood coverage. They did not cancel their flood insurance and continued to charge my escrow. I decided to pay off the mortgage and on XX/XX/XXXX, after calling for a payoff amount, I send a check for {$110000.00} and a letter of my intent to pay off the mortgage. In XXXX I spent over an hour on the phone trying to find out why it was not applied properly and to be sure that they cancel the unnecessary flood insurance only to be transferred numerous times and then be disconnected - never got a call back. It appears by their statements that they have deposited my payoff check and are continuing to charge me interest and taking the monthly payment out of that money rather than satisfying the loan. To add insult to injury, I received an email saying I had not paid the payment for 2 months! I pray that they have not reported lates to the credit bureaus. And then, I received a notice from my fire insurance company that they had failed to pay the renewal and the coverage had lapsed on XX/XX/XXXX! On XX/XX/XXXX I wrote to them on their website and I sent an email demanding that they resolve the problem, cancel the excess flood ins back to the day that they posted the first check, send me a satisfaction of mortgage document and refund all that they have overcharged. To date I have not received so much as a phone call or email.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been a with SHELLPOINT MORTGAGE SVC customer since XXXX and during that time, I have enjoyed my experience greatly. I am writing to see if you would be willing to make a " goodwill '' adjustment to your reporting to the three credit agencies. I have late payments on the above referenced account XXXX XX/XX/XXXX,XX/XX/XXXXXXXX, XX/XX/XXXX, XX/XX/XXXX ). Since that time I have been an exceptional customer paying every month on time. Because of my exceptional payment history over the last years, I would like you to consider removing the negative payments from my credit report. At the time of the late payments, I was in the process of changing jobs. I say that not to justify why the payments were late, but rather to show that the late payments are not a good indicator of my actual credit worthiness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/XXXX, my mortgage servicer changed to ShellPoint mortgage. I received notice, dated XX/XX/XXXX, from ShellPoint, and didn't see it until after my payment for XXXX was sent to previous mortgage servicing company. In the middle of XXXX, I received a letter threatening foreclosure since my account was now past due by {$2600.00}. I called to speak with my 'SPOC ' - and was told that person was no longer my SPOC and was combative when I pushed for answers on why Shellpoint thought I was behind in payments. I requested a supervisor to talk to. I was informed there were no available supervisors, and that one would call me back. I was given another person as a SPOC, and tried calling the number, and couldn't reach that person, so choose to talk to another person in the department, who couldn't help me. I was given yet another name to call. I tried calling that person, and was unable to reach them. As for the supervisor request, I never received a call back. I spent close to 3 hours trying to get this sorted out. I then called back at end of XXXX ( XX/XX/XXXX ), trying to clear this up so it wouldn't show on my credit report, and was informed that I was dealing with collections. At this point some of the monies paid to my previous servicer was applied to my account, leaving an underpayment of {$1000.00}. Even though I again asked for a supervisor, I was transferred to customer service because my account no longer met the collections department requirements. I was told to submit bank statements showing my payments to the previous mortgage servicer. I did so that day, with a request for an accounting of how my account was past due. It took another 2+ hours of my time to get this little bit of information from ShellPoint, and send a written response. It is now XX/XX/XXXX, and I have not heard back from ShellPoint mortgage servicing, so I called to speak to a customer service rep again. It took 15 minutes for my call to be connected, and the rep said she would take a few minutes to research my account. After being on hold for 10 minutes, I got pushed into another queue. This rep said that they had requested information from my previous mortgage servicer on XXXX, and that they had not heard back. But now that they had the 'proof ' of my payment, they will 'escalate ' the request with previous servicer. I have spent 5+ hours of my time trying to make sure my mortgage is paid properly, and that there are no adverse credit effects as I am trying to rebuild it after being laid off earlier this year and missing some payments on other accounts here and there.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55110
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is now my second complaint with NewRez in regards to the same issue ; my original terms of my FHA 30 year Mortgage loan are not being honored by NewRez. My original note/term for my FHA 30 year fix is that there is no escrow cushion that is required in servicing my account. Since NewRez has bought out my loan from Ditech, NewRez stated nothing on my original note/terms would change, other than who I remit my payment to each month. On XX/XX/2020 I received a response from a XXXX XXXX in the escalations department stating that NewRez declined in removing the cushion from my escrow account, and that the escrow shortage would be paid over a 60 month period instead of a 12 month period. However, this is illegal. I should not have to pay for a cushion in my account because NewRez requires it for their customers. I didn't ask to be their customer, rather my loan was sold to the from Ditech. The response also stated that NewRez confirmed that a " cushion '' was included with my prior servicer and attached an " annual escrow account disclosure statement '' from Ditech. However that statement explains a future escrow shortage and the two options I have to pay it. No where on the statement does it state of me having to have a cushion or needing a cushion to fund. Rather the statement ( which I did receive annually from Ditech ) states how I would like to pay my shortage, not that I need any cushion. Therefore the documentation NewRez is providing for their proof of why I have to have the cushion is insufficient because I was never required to have one before. Also, per NewRez 's terms of taking ownership of servicing the loan, again, nothing was to change with my original terms of the note. Could NewRez please provide sufficient proof as to a cushion being added by my previous servicer 's of the loan? If not, again it is illegal to change the terms of my original FHA note without my consent, and I want my money back from my escrow cushion thus far, and the cushion to be removed. I have NEVER consented to this. In NewRez 's response it also states that they have a staff dedicated to compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. However whenever I call the escalations department I am asked to leave a voicemail for someone to call m e back and I never get a call back and that is why I have to resort to filing a CFPB complaint every time I need something to be resolved with NewRez. I feel as though this mortgage company is a scam because I can never get through to anyone, let alone have my original terms of my mortgage be honored. Attached you will find NewRez 's response to my initial complaint that again we are revisiting. Also attached you will find the documentation they submitted stating their " proof '' of the 1/8 escrow cushion being added by my previous servicer ( which is not proof of that rather options for my escrow shortage ). Again, I am asking for the cushion to be removed, and my excess monies in the escrow account to either be refunded back to me, or put to my delinquent mortgage payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
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: In XX/XX/2020 I was on my mortgage company website and thought i was being billed a late fee but when i called then a rep told me after a escrow analysis my mortgage was going to increase in XX/XX/2020. I informed the rep I could not afford to pay a higher mortgage so the rep offered an extension on my mortgage, he said I could continue paying the original amount of {$1500.00} for 3 more months instead of {$1600.00} as long as I called monthly and processed payments by phone. Later that month I discovered an error that I made, my payment was not honored but I immediately paid once I realized there was an error. Multiple reps promised fee adjustments and also confirmed my payment extension that the first rep promised. By XX/XX/2020 I got a letter stating there was a problem so I called and was told my account was past due. I offered to pay any past-due amount needed so that my credit wouldn't be impacted so that rep told me to pay {$35.00} and assured me that everything else was already taken care of. She said the XXXX was for the XXXX payment being past due and NSF and said all other fees were already removed. She also mentioned for the first time that i was not eligible for the extension that was promised to me in XXXX and told me that going forward I should pay {$1600.00}. I've asked multiple reps to have the negative report removed from my credit file since Shellpoint rep gave me wrong info that lead to full payment not paid which ultimately considered me past due. Shellpoint doesn't seem to agree with fixing my credit file. Today, XX/XX/XXXX I got an automated call that hung up on me, I called back and a rep told me I need to pay additional fees despite I have not been late or had any declined checks since the XXXX time in XXXX. Shellpoint is taking advantage of me, they can't explain why I'm still getting billed more fees and won't accept responsibility for giving me wrong info. I've tried to give them several opportunities to keep this right but they ignore me. I would've just paid the {$1600.00} to avoid this terrible situation and try ro refinance later but now my credit score has dropped very low because a rep at Shellpoint gave me wrong info, this is not fair. I feel like they are picking on me and mistreating me.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: KS
Zip: 66106
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A