Date Received: 2020-11-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We asked for a loan modification in XX/XX/XXXX, and were denied by Shellpoint. They sent us a Comparative Market Analysis showing a value of XXXX. This is inaccurate as we are in Bankruptcy and the Court accepted an actual Real Estate Appraisal showing a value of XXXX as of XXXX, due to mold and other issues. Shellpoint also increased our payment ( we had a previous loan mod ) without informing us. Additionally, Shellpoint shows a deficit of XXXX, which theyve never explained nor provided breakdown of, though weve asked on numerous occasions. My wife and I are retired and live on a fixed income. Also, I was diagnosed with a life threatening illness this XXXX. We cant remodel our home and the reason the value is what it is ( XXXX ) is because of a major flood in XXXX, and subsequent floods that were never addressed nor repaired. The unit has not been renovated unlike many if not most of the complex we live in. Weve made payments of XXXX as we were supposed to and not told otherwise by Shellpoint. XXXX has almost XXXX complaints against Shellpoint and those are just the published ones
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to Shellpoint Mortgage right after I returned to the country and afer the cover crisis started. I believe this was done with an intention so I refused the transfer but later found out that I dont have option other than continuing with them but as I suspected I have been going through lot of issues with them. They will keep requesting for information even after I send insurance info as if I never responded their mails. They I initially didn't even respond for my Forebearance request after I was affected by the pandemic, and later after filing a complaint I received a response. The representative assigned goes without answering my emails and phone calls for several weeks letting me hang in the middle with no clue on my forbearance request as they told me that I have to apply every month. But all of a sudden they approved it for 4 months once. In 5 months time I made payments for 2 months and I was on a deferment but all of a sudden they said I am approved for only 2 months but even with that they had me on deferment for 3 months and they said I can be on deferment for the dues but suddenly stopped it for the month of XXXX and when I asked for the reason, they are not sure why they did that. I have been waiting for the forbearance request for the month of XXXX but I still don't know what decision they have made. It's like they are waiting for me to spend rest of the money and then come back and say that I am not aproved for forbearance. There's also a practice of harassment where I will be circled around from one rep to the other where they keep hanging up in the middle of the conversation until they have someone who they think is capable of tricking me into a situation where it will cost me my home. One of the reps told me that I have to make a payment even if I am on forebearance so I did make a payment borrowing but they immediately removed the deferrment and also delaying the forbearance approval. I have been going through this pattern since I was with XXXX XXXX. Its like I shouldn't live in my home otherwise it will be take. Away from me. When I had it rented out for 2 years I never had any issue with the bank but right after I moved in I have been fighting to keep my home. The bank of denying the same privileges they are offering other customers without an issue. Also the point of contact they have assigned goes on a vacation or a break wah too frequently and leave me in limbo. Where other representative start harassing me with phone calls asking me to make a payment whole waiting for a response from my point of contact regarding forebearance. Last month at a very crucial time someone updated my account with a phone number I don't own in order to acojd bank from contacting me for any issues. I often don't receive the letter they say I received but never got that in my mailbox. also, they blocked me from applying for forebearanxd from online and they never gave me an explanation on why they did that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48331
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing bought my mortgage from Ditech when they filed for bankruptcy. My monthly bill of {$1500.00} has been paid on time to both Ditech and Shellpoint since they took over. I am being charged for insurance which I have as part of my condo fees. They have been sent documentation and when I called and spoke with the insurance dept. they acknowledged it was received. They are still charging me and deduct insurance cost from my payments and charging me late fees because they say my payment is short. All the late fees and insurance cost amount to thousands of dollars and now they refuse my payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied online with Shellpoint Mortgage twice online for their COVID assistance program and to date they have not helped me. I need help getting placed on the COVID assistance program with lack and failure of response from Shellpoint Mortgage. Please assist
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My wife and I paid off our mortgage of XX/XX/2020. As of today ( XX/XX/2020 ) neither the Maine XXXX County of Deeds or my wife and I have received a Release Deed that we can submit for recording. I have been in touch with the mortgage company almost weekly wanting to know why a Release Deed has not been sent. As it stands now should we decide to sell our home or seek another mortgage we would be prohibited as there is still an outstanding loan being show on our property record. Attached is a document showing the loan was paid in full. This loan is in the name of the XXXX XXXX XXXX, Trust. Both my wife and I are the Trustees of that Trust.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 048XX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am not sure if you actually do anything but I will try once more. I made a complaint about Shellpoint Mortgage and you sent them a letter. They responded by saying that they needed some more time and were working on it. You seemed to think this was an adequate response. Would it help if I told you that in the three years company has failed to resolve this problem they have sent me approximately 30 letters stating the exact same thing? I have many of them still in my file. Do you think that sending numerous exact letters in 3 years is enough time to resolve this? Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33755
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX at XXXX XXXX P.S.T. I spoke with my lender and requested they extend the forbearance plan I was on due to financial problems related to Covid-19 and confirmed with XXXX XXXX in the loss mitigation department at Shellpoint that the forbearance was extended to XX/XX/XXXX. However I just received word that they are now saying they have not notes of the forbearance being extended and have placed a sale date on my home. I believe this is illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85043
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We closed our mortgage with NewRez LLC XX/XX/2020 due to refinancing. We were told we would receive our escrow balance, which ended up being significantly less than what we were expecting. XX/XX/XXXX county tax bill was paid TWICE for {$2300.00} by NewRez LLC. They told us they paid our first and second county tax installments for the year. But the county proves they only received one payment for XXXX. We still owe our XXXX installment. We have spent hours with them on the phone. Their customer service agents agree that they owe us money and they say they will get back to us in a week and we never hear from them again. No responses to emails or phone calls.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-21
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/XXXX, XXXX accepted an unvalidated debt from a company called New Rez-Shellpoint Mtg. The debt was discharged in my chapter XXXX bankruptcy in XX/XX/XXXX. After a dispute I filed in XX/XX/XXXX, XXXX removed it from my credit report. 60 days later in XX/XX/XXXX, New Rez-Shellpoint reported it to all three credit agencies again. XXXX and XXXX removed it immediately due to past investigation. For a second time, XXXX allowed it. I disputed it again. XXXX just concluded that investigation. They did not remove it this time and did not provide me with a reason. This has caused me severe problems with my credit. I have a nearly perfect score with 2/3 of the credit agencies. I can't understand why XXXX has reinserted a unvalidated deb that was removed 60 days before. I work for a XXXX, and this issue may effect my continued employment. The mortgage company will not answer my inquiries. Both companies have my discharge on record with specifics on debts that were included. The debt in question is highlighted in the judgement over 10 years ago I will add. Can you please help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
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: On XXXX XX/XX/XXXX, I notified Shellpoint Mortgage Services that it was discovered during a recent financial mortgage transaction and check of my credit report that they ( Shellpoint ) reported to the credit bureau that I was 30-59 days delinquent in my mortgage payments. To be clear, I HAVE NEVER BEEN DELINQUENT in the 36 years for which I have been a property owner from the age of XXXX to now XXXX years of age!! After speaking with four different individuals due to disconnection issues, I was advise by a representative who after researching the issue acknowledged the issue stemmed from bi-weekly payments that were misapplied shortly after they ( Shellpoint ) assumed the loan from the prior lender in XX/XX/XXXX, resulting in the some payments being credited as principle payments only. During that time, It took several calls in XX/XX/XXXX and XX/XX/XXXX to corrected what I thought was resolved. Fast forward today, Shellpoint STILL has me erroneously delinquent as recent as XX/XX/XXXX, per the agency that pulled my credit report, and having NOT missed a single payment as was also confirmed by the representative who initiated a Task for corrective Bureau Update in their Shellpoints system prior to the call being disconnected. I was able to learn of the initiated Task to correct the error only after speaking to the fourth person who was not only profession, but took their time, reviewed the inputs of the prior reps and informed me of the initiated Task scheduled for action two days later, Friday XXXX XX/XX/XXXX. I thanked him and replied I would follow-up then. Upon calling and speaking with Shellpoint today, Friday XXXX XXXX, spoke to Rep - XXXX, who informed me that the action was still noted in their system as pending and now would take up to 30 days, I requested to speak with the Supervisor. Supervisor, Mr. XXXX XXXX came on the line, requested reiteration of my identity, and instead of working to resolve the issue, he proceeded to make a sly comment of my previous calls, and immediately took an argumentative and dismissive posture asking if, you have proof of the credit bureau reporting, did anybody ask you for proof of what you are say, words to that effect, then proceeded to informed me that I need to provide proof from the credit bureau regarding Shellpoints reported adverse action to avoid any further delay. Mr. XXXX provided no means as to how I should provide this information. It was only after my having to ask, for whom I should make this action attention to, did Mr. XXXX respond saying, you can call, email or fax it, however way you want. I then again had to ask, who should I email this to? He responded by only providing the following email : XXXX without any level of customer service or care that this inaction was negatively impacting me financially. I am now having to incur unnecessary delays because of this erroneous inaction and the posturing of some of this companys personnel who seem to be unaccountable to NO ONE. This is just not right!! Regards, XXXX of MD
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A