Date Received: 2020-10-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX of this year, just before property taxes were due, I realized on one of my mortgages the escrow account did not pay my property taxes as of said date. I called Shellpoint inquiring as to why my taxes weren't paid yet? They said they would respond with 72 hours ... No response ... I call back again ... same response - " we will call you back in 72hours '' ... another 72 hrs later zero response..This went on for almost two months when finally I called and they said the escrow account is short and they need to recalculate what the dollar amount is ... ... They said they would get back to me in 72 hrs ... No call back since Shellpoint took over as lender at the beginning of the year I have been on automatic withdrawal on all 3 accounts I asked them until they get this adjustment corrected should I refrain from automatic withdrawal ... They said thats not a problem as they would rectify this issue quickly and get back to me within 72 hours ... Absolutely aero response I call into Shellpoint in XXXX to ask if they paid the property taxes and penalty and wanted to make sure I wa n't being charged for this error on their part and penalty for unpaid taxes They assured me they didnt charge me and sent me a letter justifying the charges and that they paid the penalty ... At this time they didn't mention I had to pay XXXX 's mortgage payment ... And I was put back on automatic withdrawal so I figured they worked it all out and I would just get automatically billed for the new amount It wasn ; t until a few weeks ago did I get notification that my credit score showed a missed mortgage payment for XXXX I immediately called them and every 3 days when I call in have been given the same speech - " we are looking into it and will get back with you within 72 hours ... ZERO RESPONSE!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On account ref # XXXX Shellpoint : Stole money from our bank account ; Lied to us about how it was stolen ; Lied about how long it would take for our bank to reverse the charges ; Either lied about " anyone on the phone '' being able to stop our withdrawal from our account or withdrew money from our account without authorization ; Inaccurately issued an ( unnecessary ) refund check to us ; Told us upon our inquiry that our account was not in default and that we shouldn't cash this check ; erroniously reported us as having missed a payment to the credit ratings agencies, being " in default '' ; Never told us that they'd reported us in default or had considered us in default ; Either the check they sent us was a cashier 's check, in which case they just threw away money when they told us not to do anything with it OR lied to us when they told us it had been a cashier 's check ; Still refuse to admit that our credit was damaged because of an accounting error generated by a mix of their own incompetence and dishonesty and our attempts to have our bank stop them from stealing from us when, do to their unresponsiveness, we had no indication we'd ever get our money back ( > {$4200.00} ) ; Continue to refer to only one of MANY phone call transcripts, one which they think somehow clears them even though it also proves their dishonesty or incompetence ; Continue to insist they did nothing wrong because they are either dishonest, incompetent or both
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MA
Zip: 02145
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage - XXXX - Is reporting inaccurate information on my credit report. They are reporting a 30 day late XX/XX/2020 and I have never been late on any account ever in my life. I actually had set up auto draft with Shellpoint, as I have many accounts with them. My auto draft was set up on all of my accounts and the payments were drafted for all of the accounts except one. It should have been drafted but the company did not apply it to all my accounts. I was not aware as I did not receive a notice and only knew of this late notation until i checked my credit. I have been a long time customer of Shellpoint and have many accounts with them. I am very disappointed to see the communication and handling of this issue. I am asking as a long time customer that this be removed from my credit file as it is erroneous and completely out of my hands. I authorized the payment but Shellpoint did not collect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84404
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage Servicing reported my XX/XX/2020 payment as 60 days delinquent when the loan was in an approved Forbearance status. See uploaded document from Shellpoint that shows the loan was in Forbearance in XX/XX/2020 and therefore could not be delinquent in accordance with the CARES Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45066
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX of XXXX Shell point mortgage servicing deducted {$2000.00} from my escrow account to pay XXXX XXXX XXXX XXXX XXXX '' 3 days later on XX/XX/XXXX XXXX deduction was made in the amount of {$1900.00} also label XXXX XXXX XXXX XXXX XXXX '' on XX/XX/XXXX a refund was issued to the same escrow account in the amount of {$2000.00} and was labeled " tax refund no report '' The first time this mistake happened it went unnoticed, I did not realize it happened but then again on XX/XX/XXXX there was a payment of {$2000.00} labeled XXXX XXXX XXXX XXXX XXXX '' and 2 days later on XX/XX/XXXX a second payment of {$2100.00} again labeled XXXX XXXX XXXX XXXX XXXX '' it was shortly after the second double payment that it came to my attention that it was happening. so as a new home owner unaware of how everything worked I sent an email to shellpoint mortgage servicing asking why there were 2 tax payments coming out of my account. on XX/XX/XXXX shell point mortgage servicing send me a certified letter explaining that it has come to their attention that 2 separate tax parcels had been attached to my loan. the 2 tax parcel numbers that they provided are " XXXX '' and " XXXX ''. these tax parcels can be looked up free of charge on the website for XXXXXXXX county Missouri. upon my own investigation of the tax parcels, tax parcel number " XXXX '' is a tax parcel for a property I do not own. the name on this tax parcel according to the county is " XXXX XXXX '' which obviously is not my name nor the name on the property that the mortgage company services. so to sum all that up, someone somewhere messed up and because of that mess up I was charged a different individuals personal property taxes. shell point mortgage company sent me the letter on XX/XX/XXXX and since then countless phone calls have made to shell point all of which I made, and to this date almost a year later no refund has been issued. I have called and called and waited and been patient and they refuse to issue a refund for their mistake. after I brought the mistake to their attention they removed the second tax parcel from my account and lowered my monthly payment immediately, but they have yet to issue a refund the second tax payment that was charged to me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MO
Zip: 64014
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I contacted Shellpoint Mortgage Servicing to place my mortgage in forbearance due to a hardship related to COVID-19. The Governor of NC issued a stay-at-home order to curb the spread of the virus. That order affected my businesses, just like many others. On or about XX/XX/XXXX, I began the process to remove my mortgage from forbearance due to sustained economic recovery of my businesses. Although I believed I could begin making regular payments again, I was not able to pay the full past due balance. A representative named XXXX XXXX provide instructions for me to obtain a modification. She also e-mailed me the necessary forms and the contact information for my assigned single point of contact, XXXX XXXX. During our phone call, XXXX mentioned that I should not expect to hear anything for two to three weeks due to the volume. She encouraged me NOT to call in and follow-up during those first few weeks due to the volume of requests. On XX/XX/XXXX, I emailed the requested information per XXXX 's instructions to XXXX. I copied XXXX XXXX on the message. I waited two weeks without any response. I did not fee comfortable continuing to wait, so on XX/XX/XXXX, I called and spoke to a different representative. That person said that Shellpoint received my e-mail but their system rejected the attachments because I copied XXXX XXXX. That person directed me to send the message again, but this time ONLY to loss mitigation and NOT to XXXX XXXX. I sent the message again while I was on the phone with that person and the person verbally confirmed that the message came through with the attachments. The representative also informed that I could upload the documents to the Shellpoint Mortgage website, so I did that as well, just to be sure there wouldn't be any problem. At no point prior to that did anyone tell me that I could upload the documents or warn me that the attachments would be rejected if I copied my single point of contact on an email. On or about XX/XX/XXXX, I called Shellpoint again to check on the status of the modification request. I was told that the underwriter reviewed my file and requested four additional documents : 1. Taxpayer Consent Form 2. Spouse Contribution Form 3. XX/XX/XXXX Tax Return 4. P & L for my business I repeated the listed items back to representative to confirm that there was nothing else. He confirmed. Immediately after disconnecting the call, I submitted the first three documents. I had to update my business financials in order to submit the P & L. On or about XX/XX/XXXX, I submitted the P & Ls for my businesses both by upload and by email to XXXX. On XX/XX/XXXX, I called again to check on the status and make sure the correct parties received my documents. My call was also prompted by a letter from Shellpoint that I received in the mail. That letter requested many additional documents besides the four items I previously confirmed by phone on XX/XX/XXXX. I asked to speak with a supervisor due to the inconsistent information. I was told that a supervisor would call me back. That never happened. After being routed around, I learned that my single point of contact had changed from XXXX XXXX to XXXX XXXX and because a new person was working on my file, the requests were different. I was briefly connected to Ms. XXXX by phone. She explained that the additional request was because some of the documents I was told to submit had to be signed and dated. The prior representatives had not informed me of that, so the documents lacked my signature and date, therefore, they were not acceptable. Even besides the documents needing a signature and date, there were additional requests that I was never told about prior to speaking with Ms. XXXX. On XX/XX/XXXX, I once again submitted all requested documents, including the new ones that Ms. XXXX requested and corrections to the previously submitted documents. I waited a few days for Ms. XXXX to review the documents and then acquired about whether the file was with underwriting. It was not. Ms. XXXX requested yet another document. After discussion, she agreed that said document was not necessary and directed me to write an explanation letter indicating that I would not be using my spouses income. I did so and submitted it on XX/XX/XXXX. On XX/XX/XXXX, Ms. XXXX confirmed that my file was submitted back to underwriting. Another representative informed me by phone that the underwriting process should take only 2 to 3 business days. On or about XX/XX/XXXX, I called to inquire about the status because I still had not heard anything back. The representative said that underwriting needed my signed and dated P & Ls for my businesses. I informed the representative that I already submitted those twice and that Ms. XXXX confirmed she already had them. The representative could see then in the file and then placed me on hold for an extended period. The representative then came back and said that Ms. XXXX would call me back. On or about XX/XX/XXXX, Ms. XXXX left me a voicemail indicating that I needed to resubmit an updated P & L because my income and expense numbers changed from XX/XX/XXXX to XX/XX/XXXX. I was baffled by this because a business obviously would have new income and expenses post over the course of a week. I can not imagine why they would have expected the numbers to be the same. As of today, I have submitted the P & Ls for the third time and dated through XX/XX/XXXX. In the meantime, while all this was going on, I attempted to make a payment so that my mortgage would not fall further behind and continue to accrue a higher past due balance. The Shellpoint website showed a message that payments were blocked. I called to inquire about why I can not pay online. The representative explained that I can not pay until the mortgage is current. So, it seems that no matter what I do, Shellpoint will not complete the modification process to bring my mortgage current and they also won't let me pay to prevent it from falling further behind. I have zero confidence that Shellpoint will resolve this matter. I have tried to address it with them over and over again. I need government intervention.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27511
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. Mortgage loan was transferred to NewRez ( Shellpoint ) and due to a clerical error on NewRez 's part, my mortgage payment amounts were {$100.00} higher than they should have been. An inquiry was sent on XX/XX/2020 before the first payment to NewRez was due, asking about why my monthly mortgage amount was {$100.00} more. I received a response in email on XX/XX/XXXX indicating that this was a clerical error and should be fixed within 1-2 business days. I was advised to hold off on paying my mortgage payment until the amount was fixed. The amounts had not been fixed until after the XXXX of the month, but after several calls, I was told not to worry because the issue was escalated and being worked on. NewRez representatives also told me that my credit report will not be affected due to me paying after the XXXX of the month, however, this turned out to be false. My credit showed a late payment, and in an attempt to fix it, they put the account in dispute with the 3 credit bureaus without telling me. I discovered it when I tried to refinance. I promptly paid the correct monthly mortgage amount once I called several times to confirm that it was fixed. However, due to my " late payment '' I was no longer able to pay online through their site. I had to set up a bill pay through my bank, which was an inconvenience for me. 2. I had another couple of issues with my property taxes not being paid. I had to call and explain to them that my property taxes are overdue and " send a request '' to have it paid. They eventually paid the property taxes but I had to pay the penalty. 3. The other issue with property taxes not being paid appeared in XX/XX/2020 when I got an updated property tax bill due to my new construction house being reassessed and a supplemental tax being added. I sent an inquiry to NewRez in XX/XX/2020 to ask if this additional amount is something that could be paid out of escrow. I had enough escrow funds to cover this additional payment. No one responded to my inquiry at all. I ended up having to call on XX/XX/XXXX to see what the status of my inquiry was. All the while my tax bill was past due and a penalty was assessed. When I called I was told that escrow should pay those tax bills, but then got transferred to someone in Escrow, who had to talk to two managers, who gave conflicting information. One manager said it should be paid out of escrow, another manager said supplemental taxes aren't typically paid out of escrow but I could submit something " in writing '' requesting that it be paid, then I could wait and see if it would be paid. No one could provide me with an update on my original inquiry that I sent in XXXX, and I was told that I had to submit ANOTHER inquiry to see if my supplemental property taxes could be paid out of escrow. I send that request on XX/XX/2020 and that is pending. Due to the fact that NewRez is not paying the supplemental tax, I've had to pay {$1300.00} out of my pocket to keep my home from a property tax lien.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89015
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortgage through NewRez and they require us to escrow our taxes and insurance. They have wrong tax information, have not responded to notice of error message and documentation that we have sent, and have not paid our, now overdue, property taxes. I called on XX/XX/XXXX and explained the situation to several representatives and sent the following message to the email address that was provided to me. To Whom It May Concern, This letter is in regards to a property tax error. Our property taxes are due tomorrow, XX/XX/XXXX, in the amount of XXXX. However when I checked with the town treasurer she said that the taxes have not been paid yet. I called and spoke with several NewRez customer service people and they said that my account shows my taxes are not due until the XXXX of XXXX in the amount of {$2600.00}. So both the payment due date and amounts are incorrect. Please see the attached tax bill. Please pay this bill ASAP. The customer service rep also said that any monetary penalties, which there will be some because it will be late, will be paid by NewRez and not out of my escrow account. Please confirm that this is correct. I would also like written confirmation that you have received this notice of tax error and that the taxes have been paid. In addition, please correct the date and amount of tax due for the month of XX/XX/XXXX. Our loan number is ____________ Property Address ____________ Thank you and I'm looking forward to hearing back, _____________ As of yesterday, XX/XX/XXXX we had not heard back from NewRez, nor have our property taxes been paid. So we called again, waited for over an hour to speak to a represented, and were told they have a record of my previous call and email They said the issue was under investigation. The representative wouldn't give me his name for reference, only said the conversation was recorded if it needed to be referenced. No number or code to document the call on our end and only would give the loan service email address that I sent my previous email to. In addition, when I log into their webpage I only get a blank page and can not see my account information. I brought this concern up during the first phone conversation and the representative assured me that she could see my account information and that I should able to see it - but I can't! At this point there are no real answers or resolution and my taxes are not paid. We have always paid our mortgage on time and this is not acceptable from NewRez. We have spent hours dealing with this concern and it is something we shouldn't have to even think about - isn't that the whole point of an escrow?! NewRez is in violation of their contractual duty. Please help us get this resolved ASAP! Thank You.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 058XX
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: There are three problems that occurred : 1 ) My mortgage company, New Rez, changed the amount of my monthly payment without informing me. ( escrow related ) 2 ) It ends up my mortgage company changed the escrow amount because they took it upon themselves to contact my homeowners insurance company and pay my insurance even though that item was not in escrow. 3 ) I didn't find out about the monthly payment change until 30 days AFTER the payment was due. They sent me a letter on XX/XX/XXXX which I did not receive until XX/XX/XXXX for the payment due on XX/XX/XXXX, at which point I immediately got on the phone and fixed the issue. I never missed or skipped a payment. Then the mortgage company had the nerve to report my payment has 30 past due, which caused my credit score to drop by over 100 points. It's outrageous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80516
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: We have gone into forbearance due to a worldwide pandemic as of XX/XX/XXXX, We were approved for forbearance and even managed to make our XX/XX/XXXX mortgage thankfully due to the stimulus that was given to us as tax payers by our government. We have requested and were approved by our mortgage company for an extension on the forbearance until the end of XX/XX/XXXX. Shell Point Mortgage has continued to report our payment as late to the Credit Bureaus and we continue to receive correspondence that we owe the missed payments and are in jeopardy of foreclosure. At the same time we continue to receive correspondence stating that we are in forbearance and no payment is due! We should be protected by the CARES Act and this is becoming a battle that may require Legal Assistance that we can not afford. We have made multiple disputes with both the bureaus and the mortgage company to no avail. We have also been in constant contact with the lender in regards to this matter. We could really use some help in order to resolve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77406
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A