Date Received: 2020-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, we were impacted by Hurricane Irma and as a result, deferred our mortgage payments under law for 6 months. At the close of the relief period, we opted to extend our loan 6 months and spread escrow over a 60 month period. Shellpoint Mortgage Servicing assumed our mortgage from XXXX in XXXX XXXX. In XXXX XXXX, they performed an escrow analysis and attempted to raise our mortgage by more than {$600.00} per month. The reason being, they did not honor my agreement for deferred escrow. I have called and written them month after month. They will not resolve the issue, they are charging me monthly late fees, reporting me to all credit bureaus, sending demand letters, calling daily and speaking to me as if I were a criminal. I want to sue them but Id prefer to have regulating agencies handle this. Please help me, this is impacting my mental well being amd adversely impacting our credit scores.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33185
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We purchased the home on XX/XX/XXXX at the original loan amount of {$90000.00} with the original loan company, GreenTree Financial. Our loan has switched hands 3 times and is now with Sheelpoint Mortage. We had been making on time payments for over 20 years but our balance today remains at {$120000.00}. I, as main income provider, in the past 3 years have had medical problems that has made me miss work a total of 1 year and then in XXXX of XXXX, I was downsize from my job and have been on unemployment. Shellpoint is going to foreclose on our home. I feel this loan is a PREDATORY LOAN because even when we were able and did keep our payments current it did not effect or decrease our loan at any time. Now that we have had income problems Shellpoint is willing to foreclose and take our home away from us and we feel with this loan we were never given the chance to make good on it. We are attaching the original GreenTree letter and the current foreclosure statement to show the loan amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/XXXXXXXX New Rez/Shellpoint mortgage raised our mortgage payment from {$1200.00} to {$1700.00} with XXXX notice to us. We reached out to them and discovered it was an issue with our escrow account. We asked them to readjust because we could not afford that amount, especially during a pandemic, and they refused. When we closed on our house our city did not turn in our homestead paperwork and they were trying to contact a different XXXX XXXX so we had no idea that our house went non-homestead XX/XX/XXXX until XXXX of XXXX. We filled out a new Principal Residence Form in XX/XX/XXXX and as of XX/XX/XXXX our house was now homestead and we were getting a refund for our XXXX property taxes. But they only meet once a year and weren't meeting until XX/XX/XXXX. New Rez jacked up our escrow account in XX/XX/XXXX with XXXX notice. They refused to recalculate it even though our house was in fact homesteaded. They wouldn't accept any forms from the State of Michigan Equalization Department. The State of Michigan and the City of XXXX all were stumped on what to do. I finally got a hold of a superviser at New Rez/Shellpoint who said we can continue to pay our regular payment of {$1200.00} and in XXXX when our homestead case for XXXX was reviewed they would lower our escrow amount. We ended up selling our house in XX/XX/XXXX. We are now went to get pre-approved for our new house and New Rez/Shellpoint marked us late on XX/XX/XXXX and XX/XX/XXXX! When we made the {$1200.00} payment that their representative told us to!! We even called in to pay it and they assured us it wouldn't be a late payment. This company is without a doubt unethical. I have been trying to dispute their late payments and get letters of deletions for the two instances and I can not even get ANYONE on the phone. They do not answer at all. We have had countless issues with them in the past, they have no business dealing with peoples mortgages and credit scores.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I recently submitted a complaint to your bureau about Shellpoint Mortgage servicing improperly reporting two mortgages I have with them as delinquent on my credit report during a period in which they were under COVID forbearance. They responded that they had indeed reported those accounts improperly, and that they would be removing them altogether from my credit report. I have a third loan with them as well. It is loan number XXXX. This loan was also under COVID forbearance from XX/XX/XXXX to XX/XX/XXXX. When I filed the last complaint about the other two loans, there were no late payments reported on this loan in my credit report. So I did not include this third loan in my previous complaint. In fixing the two loans from my previous complaint, however, Shellpoint went back to XXXX and reported that I was 90 days delinquent on this third loan. Firstly, I was under their Covid 19 forbearance. Secondly, they didnt even bother reporting those dates correctly. They reported a random 90 day delinquency and all months before and after it are pays as agreed. And they need to fix the late fees they have been charging me for periods when I was either under forbearance or being transferred to deferment. I had to call 10 times before I was able to make a payment because they dont respond to email, or voicemails, and they dont pick up calls. They completely blocked me from making automated payments online and over the phone for many months. It was due to repeated emails that I was even able to make any payments once I came out of deferment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Good evening, To whom it may concern, I paid Shellpoint Mortgage double mortgage payment for the month of XXXX. My account was recently transferred and my previous company sent NEW REZ a paid mortgage payment on their end and I paid a full payment in my end as well. When I spoke to a representative, they mentioned that the payment was in the principle account and would be transferred for my XXXX or XXXX payment. I was a new transfer to NEW REZ and received minimal assistance with my double mortgage payment issue. The representative mentioned that due to current COVID-19 policies, they would not report any late payments, especially since I already have the payment in the principle. They took a long time to transfer the payment and after numerous calls, the mentioned they there were delayed with servicing everyone. The late reporting on my credit report should have never occurred. I also did not accrue any late fees which means my payment was not considered late on their end. The representative reassured me that credit reporting would not occur due to seeing the funds available for transfer. I am disputing to have the report removed from my credit. They were very slow to assist but reported a late payment after I was told that they would not have under COVID-19. My credit has dropped 80 points and I would really appreciate the assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2020-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Good Morning, I have a Mortgage with Shellpoint Mortgage and I owe under {$4000.00}. I make Bi weekly payments that get automatically taken out .In the month of XXXX the way the payments fell I was going to have three payments taken out that month. I called Shellpoint and asked them to not take out the third payment in XXXX because I would have overpaid, and to continue in XXXX. What happened next was that unknown to me, Shellpoint had mistakenly removed me from the autopay all together and when I receive a letter stating that I was late with my payment. I called them and told them I was not late that I have automated bi weekly payments taken out. They advised me that for XXXX my payments were not deducted. I made a payment of XXXX on XX/XX/XXXX and a second payment on XX/XX/XXXX for the same amount and was told I was not reported to the credit bureau because my husband is very sick and they had documented that. I payments have been on time and i have been working very hard to have a Good Credit score. I am back on the bi-weekly and am not at fault of this misunderstanding. Even my husbands credit was affected and his credit was in the 800 's and now has dropped to the 700 's .This is very unfair, and after multiple call 's and getting different agents and stories I decided to get help here. They also lied that they tried calling me 4 times a day. Who does that? Please Help us we pay our bills and our Credit scores mean everything. Thank you so much for your time. XXXX XXXX and XXXX XXXX.
Company Response:
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing this complaint against Shellpoint Mortgage Servicing for failing to honor the terms and conditions presented to me in reference to a temporary forbearance and deferment. Like most Americans, my income was significantly impacted from the COVID-19 pandemic and still is. I immediately, contacted Shellpoint to advise them and they placed me on a temporary forbearance plan. I stayed in contact with them every 2-3 months. As a result of the pandemic, I was only able to make two regular payments between the time frame of XX/XX/XXXX and to present date. I have a letter from Shellpoint Mortgage Servicing dated XX/XX/XXXX stating I was approved for a 9 month forbearance plan which covers the months of XX/XX/XXXX to XX/XX/XXXX and this letter states that I would not be penalized with late fees or any adverse negative credit bureau reporting. On XX/XX/XXXX I called and spoke to XXXX XXXX from Shellpoint, she has been my point of contact since the pandemic started in XXXX. I told her that things seemed to be turning around for the better and I wanted to discuss my options because wanted to get back on track with my mortgage but I was unable to pay the past due amount, did not want a modification and nor could I afford a payment plan. I specifically wanted a deferment. During this conversation on XX/XX/XXXX, XXXX XXXX, told me that I would qualify for a six month deferment and that the past due amount would be placed at the end of my loan becoming due as a balloon payment at the time the loan matured. She told the months of XX/XX/XXXX through and including XX/XX/XXXX would all be deferred and that my next payment due would be XX/XX/XXXX for the full amount. I told her that sounded great and I agreed to these terms. She said that I would receive the agreement in the mail and I did not need to do anything further on my end. Well to my utter dismay and shock on XX/XX/XXXX, I received a statement from Shellpoint Mortgage Servicing with a due date of XX/XX/XXXX. This is NOT what she offered me, not what we discussed and certainly NOT WHAT I AGREED TO! I was absolutely sick to my stomach to hold this statement on XX/XX/XXXX showing a payment now being past due. I immediately emailed XXXX XXXX and called and left a message for her. XXXX XXXX called me back on XX/XX/XXXX and said that there was nothing she could do and she was sorry. She tried to blame the department that handled the deferment and said she doesnt handle deferments so it wasnt her fault nor could it be fixed. Well if XXXX XXXX doesnt handle deferments, why did she offer me the deferment on XX/XX/XXXX? There is no way in XXXX I would have given up an approved plan that covered and protected me from penalty and adverse credit bureau reporting to sign up for something that immediately places me in jeopardy of penalties and adverse credit reporting. XXXX XXXX words of Im sorry do not apply in a situation like this. Shellpoint made the error and there is absolutely NOTHING stopping them from reconciling their fault on their end. My deferment should have been for six months which would have covered the months of XX/XX/XXXX through and including XX/XX/XXXX leaving me due for XX/XX/XXXX for my regular amount. That is what she offered! That is what I agreed to! This needs to be reconciled immediately, otherwise they can put me back on the plan I had where I was protected. Their phone What theyre attempting to do to me right now is unethical, deceptive and borderline illegal, setting me up for failure, to go into immediate default. I will not be a victim. Their phone calls are recorded, therefore, I want the people in charge at Shellpoint who are several paygrades above XXXX XXXX to listen to the call and make this right. I will NOT be forced into something that I did not agree to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: In applying to refinance I learned that my current mortgage is not reported on my credit report - unable to refinance since I do not have a current loan. I contacted Shellpoint Mortgage Servicing on XX/XX/XXXX2020 and spoke with a XXXX who took a report of the issue. Shellpoint was contacted on XXXX to follow up and they informed me that the issue was " fixed '' on XX/XX/XXXX The loan still was not reflected on my credit file, so on XX/XX/XXXX I spoke with XXXX XXXX at Shellpoint. She informed me that the issue was reviewed but it would take time for a full resolution and that it should be resolved in two weeks. XX/XX/XXXX I spoke with XXXX XXXX of Shellpoint who escalated the matter to a supervisor. Both XXXX XXXX and the supervisor opened up tickets with the " credit manager '' and I was told it should be resolved in 72-hours. XXXX the loan was still not reported, contacted Shellpoint and asked XXXX XXXX to connect me with the " Credit Manager '' there is no such person and the call was referred to a supervisor, XXXX. XXXX advised me to send the complaint in writing. The complaint was sent via US Mail, Certified Mail and eMail ( received by Shellpoint on XXXX ). Several transactions are being held up by this companys incompetence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing is in violation of CFPB 1024.37 ( b ) Basis for charging borrower for force-placed insurance. A servicer may not assess on a borrower a premium charge or fee related to force-placed insurance unless the servicer has a reasonable basis to believe that the borrower has failed to comply with the mortgage loan contract 's requirement to maintain hazard insurance. The property is a condo and they are requiring I provide them with master HOA insurance policy showing the renewal. I obtained an updated copy and provided it to them multiple times. It is the same policy number, coverage amounts etc. as the previous policy and shows updated coverage dates. Please note this is a recurring pattern with this company .This has happened to me twice since my account was transferred to them in XX/XX/XXXX. I provided them a copy of master HOA policy at that time and several times after and they still forced placed insurance and it did not get resolved until XX/XX/XXXX and now the exact same thing is happening again due to insurance is an annual policy. I received a letter from them on XX/XX/XXXX advising a renewal HOA hazard insurance was needed. I uploaded the renewal policy to the portal as indicated on the letter at XXXX along with a code to enter on XX/XX/XXXX. I received no reply. XX/XX/XXXX I received a second and final notice to provide insurance. I called Shellpoint on XX/XX/XXXX and after an extensive hold time spoke to a rep in the insurance department who didnt seem to know what an HOA master policy was and told me to upload my tax bill because they were so clueless as to what insurance is. After I repeatedly corrected their rep, I was told that portal on the letter was not good and that I should log into their website for better service and attach the proof of insurance to an inquiry. There is no mention of this on either letter. I did as suggested the same day and sent the HOA renewal policy through another tool on their website. I was told it would take 3-5 business days for it to be reviewed and the only way I could tell if it had been cleared and accepted was by checking my statement. On XX/XX/XXXX I received my statement showing Lender placed insurance hazard disbursement on XX/XX/XXXX for {$160.00}. This is the 2nd time in a row they have done this to me and is a clear abuse of power especially to people who are uniformed of the process and unfamiliar with regulations such as this one. They are unfairly charging customers by charging for Lender forced placed insurance when proof of adequate insurance was already received by them.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After completion of the 3 month loss mitigation, paperwork was sent and signed ( and returned ) to shellpoint. This was back in XXXX. No matter how many times I call, email, ANYTHING, I can not get ahold of ANYONE to find out why my modification has not been placed into affect. I can not pay whatsoever, because they " don't accept partial payments '' and the only amount I'm allowed to pay is the ENTIRE PAST DUE BALANCE OF {$23000.00}. I NEED to start my payments so I can complete the 6 payment requirement of the VA so that I can change mortgage lenders due to needing to SELL this current home because we will be relocating to a different state. PLEASE HELP
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A