Date Received: 2020-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am waiting for a settlement to pay my Mortgage off but the Mortgage Servicer continues to harass me by calling every Tues and Thurs no matter what calling on 2 different phones even after they talk to me. One rep even cursed on my phone. They are out of control and I would like them to pay for every harassing call.
Company Response: Company believes the complaint is the result of a misunderstanding
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We feel as though we are unjustifiably ignored and being held up with our mortgage refinancing at a lower rate. We have been approved and have provided all documentation requested. All communication has ceased unless we initiate contact regarding the status of our closing date. Our original loan is with NewRez LLC c/o Shellpoint Mortgage Refinancing at 4 % interest rate plus PMI. We are in good standing, have excellent credit, & pay our mortgage on time. We selected NewRez for refinancing since they already have our loan. We felt the process would be a smooth transaction. Our refinance loan ref # XXXX was approved XX/XX/2020 with no PMI and 2.86 % interest rate. The process began XX/XX/2020 with a quote and a guarantee to beat competitors ' rates. Once we decided to eliminate competitors and stay with NewRez for the refinance loan, the process of closing has been delayed and conversations are non-existent. We are seeking a closing date with minimal fees or modifications to our current loan to provide elimination of PMI and reducing our rate to the promised rate.
Company Response:
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SHELLPOINT is reporting inaccurate information on my credit. I recently checked my credit and noticed I had a few late notations on my file. I applied for forbearance and was accepted. I was advised by a representative of SHELLPOINT that no lates would be reported due to the forbearance status. These lates are inaccurate! I have had multiple accounts with you and have never been late. Also, under the CARES Act you can not report year 2020 lates. I have been a long time customer and am very disappointed about this. I need this removed ASAP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is related to never having received a response to a request to remove my escrow account from Shellpoint Loan Servicing, and the company 's lack of response to my written request as it required and requested from me. I have had an account in good standing since the inception of my initial loan payment on this property since XX/XX/XXXX. The loan has been sold and transferred at least 3 times, and now it is with Shellpoint Mortgage. Shellpoint assumed responsibility on this loan in XXXX XXXX. The first mortgage payment that I was required to make to Shellpoint was for the XX/XX/XXXX payment. I continue to have issues with Shellpoint on this payment that was timely submitted, and Shellpoint has failed to rectify its error despite repeated promises, letters, calls, and complaints ( see attached of its promise to fix a problem it has yet to fix ). The 2 pieces of inaccurate information remain on my credit report -- that I had a late payment and that it was current the next month. It should never have been reported, and it should not currently be on my report or any references made to it. However, this outstanding issue prompting this second complaints relates to the fact that I have not heard from Shellpoint, despite being past the 30 days since I submitted the request and was informed that I would receive a response per the company. Because Shellpoint has a history of failing to respond to issues submitted to it in writing and on the phone and because I am still waiting for it to rectify its original problem for which it was at fault and acknowledged being at fault, I am filing a complaint concerning my escrow request that it has failed to address. I have tried multiple times to get any issue resolved by Shellpoint to no avail or response from the company. I am good standing and always have been and therefore, I meet every qualification justifying and permitting me to have my escrow account removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20602
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is my second time filing a complaint. Shellpoint, the company loan servicer, has yet to remove all references to its improper reporting on my credit report and to the 3 bureaus. I have checked my credit report this month and well over 3-7 months, the issue remains. Shellpoint promised to update the records and remove the inaccurate information entirely from my credit report and to properly notify the 3 credit bureaus to no avail. I have already submitted a complaint about this issue, and it has yet to address it after numerous efforts made by me to do so. It will not even respond unless and until an official complaint is filed with regulators. Please see attached documentation highlighting this issue, among others, e.g., escrow removal from the account. The other primary issue is that I requested in writing that my escrow account be removed. Shellpoint claimed that it takes 30 days to respond, and it has been well over 30 days, and I have received absolutely no response whatsoever to this request. As such, you will see prior and current letters on this issue. All 4 outstanding issues : I write for four primary reasons and issues that need to be resolved : 1. Improper reporting to the 3 credit bureaus : All reporting should be removed entirely because I was never late. As of last month, my credit report still shows that a payment was late but then became current. However, nothing at all should be on my credit report and all information pertaining to this payment should be removed entirely. Shellpoint Mortgage improperly reported me to the credit bureau for having a late payment on my mortgage earlier this year, but it was in error. Shellpoint acknowledged that the error was not my fault and claimed that it rectified the situation ( only after I filed a complaint with the CFPB because the company would not address the problem ). However, Shellpoint has never corrected the error as it stated it would in a letter dated to me. The company has never requested to remove the incorrectly filed information from my credit report, thereby leaving on my report as if I had a late payment. No information or reporting whatsoever should have been made and, therefore, Shellpoint should request and have removed any information or reference for this payment on my credit report to the three bureaus because it was timely made and Shellpoint acknowledged the error was on them. I was promised in writing and on the phone that Shellpoint would rectify this situation, despite its failure of previously promising and not following through, So, we are now two months past the point where Shellpoint said it would resolve the issue and put in the request to have the information removed but have not done so. 2. Removal of Escrow Payment : I have requested to have my escrow removed from Shellpoint 's handling due to it's incredibly poor customer service and improper treatment of my account to date. Also, I have had my mortgage for over 13 years and never once was I late on a mortgage payment -- ever! I always have been and continue to be in good standing. Shellpoint has a significant number of complaints about its errors in paying taxes and also there is no legitimate legal basis to maintain my escrow because I have proven myself to be a responsible homeowner who pays timely every month. Shellpoint has a full history of my payment history proving timely payments every single month. 3. My mortgage account should be rectified within Shellpoint 's records to show timely payment history : Rectify Shellpoint 's records of my account file to show clearly that I have not paid my mortgage late and that I have a stellar and timely payment history with the company. 4. Horrible Customer Service : Shellpoint repeatedly provides inaccurate information when you call on the phone ; places you on hold multiple times and then transfers you repeatedly to multiple people and departments, all of whom ask you to repeat the issue again and again and then provide different responses on what has to occur and note that the prior person either did not provide accurate information or did not transfer me to the correct department. This response typically occurs at least 3-4 times for each call. The company promises to call you back but never does. The company claimed that it called me back once, but it documented the incorrect number ( one that I never provided to it ). This company also fails to respond to any written complaints absent a subsequent written complaint submission to a regulatory body. It never responded to my complaint about the credit report within a timely fashion, despite calling on the phone and being told more than once that I would receive a response. it was not until I filed a complaint with the CFPB did I receive a response. Then, Shellpoint wrote a letter that it was sorry for any inconvenience, and then it still has failed to rectify the original complaint dating all the way back to XX/XX/XXXX and for which a written complaint was filed in XX/XX/XXXX. Shellpoint also has not responded to m latest request, in writing as it required, to respond to my request to remove my escrow account from its monitoring due to two reviews that were completed in a very short period of time, which was very suspicious, and the issues I had previously with the credit issue as outlined in number 1 above ( that has yet to be resolved to date ) and despite the fact that my payment history is stellar. The company claimed I would receive a response within 30 days. I filed the request more than 30 days ago and still have not heard anything. This company is absolutely atrocious when it comes to customer service inquiries, complaints, or any issue that must be addressed. And, when you notate the issue with names and dates, it then refuses to supply you information when you ask questions about the status and their taken actions ( my last call attempting to get accurate information from a supervisor about the credit reporting issue ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20602
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a PMI {$72.00} that is part of my monthly mortgage payment, my existing loan servicing bank, Shellpoint mortgage, has been trying to collect additional funds for PMI, they claim there are PMI disbursement shortages although I have paid my mortgage monthly payment in full including total amount of PMI in full. If bank has not made the PMI disbursement, I should be showing an overage amount in my PMI escrow account versus a negative balance amount. On XX/XX/XXXX they disbursed 2 PMI payments {$140.00} and on XX/XX/XXXX they disbursed 2 PMI payments {$140.00} and therefore escrow account is currently showing a negative amount of {$280.00}. I have been having this issue with them for months, I have been calling them for months and every time they say they will investigate it that results on no valid resolution but they keep messing up the escrow / PMI and they have done nothing to correct the errors on their end and fix the problem, I dont understand how could there be a shortage of PMI when I HAVE BEEN PAYING IT EVERY MONTH! .. To be clear, taxes and homeowners insurances are not part of my mortgage or escrow account. I pay property taxes directly to my township and buy my homeowners insurances thru diff company. The escrow account is ONLY for PMI. PMI is a fixed amount that is part of my monthly payment. My loan was transferred to them back in XXXX or XX/XX/XXXX from Ditech financial. They should have all the payments recorded and so able to verify all payments have been made by me. Dont understand how could possibly be a shortage with the PMI,
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 08012
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage Servicing has indicated that my mortgage, # XXXX is " 120-149 '' Days Late from XX/XX/2020. That is FALSE. This account is current and was never late and protected under the CARES ACT Forbearance. The attached Letter from Shellpoint Mortgage Servicing proves I was under Forbearance from XX/XX/2020 through XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with New Rez, LLC who also collects my escrow reserve funds. I identified an issue with my escrow account when I received a letter from New Rez in XX/XX/2020 informing me of a shortfall of funds in my escrow account. As a result my monthly payments increased by {$430.00}. I then created a spread sheet with all my payments including principle, interest, escrow , County tax payments and home insurance payments. At this point I discovered duplicate Country tax payments. I first reached out to New Rez ( managed by Shellpoint Mortgage Servicing ) by phone on XX/XX/XXXX with subsequent calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I met my tax collector. I am current with my taxes and they have no record of duplicate or overpayments. I also wrote a letter sent via e-mail to Shellpoint Mortgage Servicing on XX/XX/XXXX. My overpayment of > {$4000.00} has still not been resolved. I keep getting the run around and told my info has been passed along to the tax department. My last conversation on XX/XX/XXXX I was told my issue should be resolved between now and XX/XX/XXXX. I am more than frustrated. I want answers and I want my money refunded to me. I also want to manage my own escrow account moving forward. You assistance with this issue is much appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Requested that XXXX payment be split as follows : {$150.00} Payment and $ {$590.00} to Additional Principal, for a total check amount of {$750.00}. Instead they put {$150.00} to Payment, {$10.00} to Late Payment from earlier month, and {$540.00} to Escrow Only payment based on XXXX total check amount of {$700.00}. Then they reported my credit to XXXX and XXXX. They, in turn, reported to XXXX XXXX. The reports show the following : XXXX reported a balance INCREASE of {$1300.00}. on XX/XX/2020, and XXXX reported a balance DECREASE of {$1300.00}. on XX/XX/2020. THEY ARE NOT CORRECT!!! I have filed formal complaint with XXXX and also just filed a formal complaint with the XXXX XXXX. Spoke on the phone to a Tier 2 agent at mortgage company and sent them a fax. They said it would take 20 days to reallocate money to correct category and that they will NOT send a confirming email or letter. Not the first error from XXXX or from the mortgage company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 897XX
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My VA Home loan was initially financed and managed with DITECH. In XX/XX/XXXX I XXXX with the XXXX XXXX XXXX to the XXXX XXXX and filed for deferment with the Mortgage company. Ditech at first did not comply with the request under SCRA and I had to contact the CA JAG Office for assistance and been working with XXXX XXXX XXXX since. XXXX XXXX was able to solve the issue and Ditech send out a letter of agreement to defer the mortgage for a year starting XXXX XXXX and ending XX/XX/XXXX resuming regular payments XXXX XXXX. So far everything was fine till XX/XX/XXXX. In XX/XX/XXXX we received a letter that Ditech had sold the mortgage to NewRez LLC/Shellpoint Mortgage Servicing. New Rez discontinued the deferment and collected the full payment in XX/XX/XXXX. I contacted New Rez several times and asked to honor the Ditech agreement since the company bought the mortgage with all obligations. Responses from New Rez where generic and not satisfying avoiding a concrete answer. At that point I contacted XXXX XXXX again explained the situation and an agreement was made to honor the agreement and escrow only payments should be made starting XX/XX/XXXX and ending XX/XX/XXXX continuing regular payments starting XX/XX/XXXX. The payments were processed by XXXX XXXX Compliance Team Lead from Shellpoint Mortgage. Since the start we had nothing but trouble with New Rez and decided to look into refinancing with another lender and here it starts, while getting a green light from the underwriter at the end of a week on a Friday the following week we were contacted by the loan Officer from accelerate mortgage that New Rez had stated directly to the underwriter that I had not made any payments since XX/XX/XXXX while 6 weeks prior New Rez stated on conference call my account is in good standing and all payments were made. The conference call was also the only time I gave permission to relay information about my account. I followed all obligations and made all payments according to the agreement therefore, making a statement about none payment for several intervals to the underwriter is a false claim and the result is that the process is delayed since. In addition, New Rez / Shellpoint only sporadic reported to the credit bureaus resulting in to not up to date numbers on my credit report. While deducting deferred interest and principle on the account New Rez did not reported any changes to the credit bureaus resulting in different numbers on my credit reports now why still waiting on the decision of the underwriter NewRez reported on my credit an increase of the exact deferred amount of Interest and principle resulting in a report of balance of {$290000.00} in my credit history. The account had a balance of {$290000.00} by the time we started deferring. The false reporting of the numbers resulted in a drop of my credit score and probably is adding to the delay of the underwriters decision. Furthermore, XXXX XXXX did not process the escrow only payment in XXXX so that I had to write numerous emails and contacted the judge advocate. XXXX XXXX did not respond to direct questions via email. XXXX XXXX called me directly later and wanted to talk about the account and stated since a payment was deferred the account is now a month ahead so I have to pay in advance, before hanging up I had to tell her to process the XXXX escrow only payment to not be delinquent for the pay period. I later researched the statements and found that the XXXX statement showed no transaction but all payments were made on time every month. The above stated actions from the New Rez / Shellpoint resulted not only in financial damage it also created stress and XXXX for me and my family. Nothing has been resolved. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95307
Submitted Via: Web
Date Sent: 2020-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A