Date Received: 2020-10-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I went into forbearance around COVID and was granted forbearance. I started trying to set a resolution a month in advance ( beginning of XX/XX/XXXX) of the forbearance ending but they said I had to wait, and then seemed to imply that I couldn't start paying the mortgage again even though I said I could. They were non-responsive to the requests to come to a resolution, and when they finally talked with me they made me feel like they may try to start foreclosure for no reason so I paid the entire {$20000.00} at once to cover all payments during the forbearance period. They then reported the whole forbearance period as a late payment and my credit has dropped 100 points because of it. In 20 years I've never had a late payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98028
Submitted Via: Web
Date Sent: 2020-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Recently refinanced mortgage. Received letter from new servicer ( NewRez ) on XX/XX/2020 ( dated XX/XX/2020 ) that stated that we are in a Special Flood Hazard Zone and that we must obtain flood insurance in 45 days from the date of the letter ( XX/XX/2020 ). Our home is near a river ( 800ft ) bu t is 100ft in elevation higher than the river. We have never been required to maintain flood insurance by any other lender. I looked at the FEMA website myself and it says we are Flood Zone X ( the lowest risk ). I called them the same day I received the letter and they informed me that FEMA " recently updated their maps '' and that get their data from FEMA and it said we were in a high risk zone. They told me if I supplied information from FEMA showing that we were in a low-risk zone, they would remove the requirement. However they said that I couldn't just simply send them a screenshot from the FEMA website, it had to be official. I submitted a request to FEMA on XX/XX/XXXX, but was told it could take 45-60 days. I received a reminder letter from NewRez at the 60 day mark. I still had not heard back from FEMA so I started exploring options to obtain flood insurance, hoping I could get it refunded after. During my search, I found a firm called Second Chance Flood that can prepare flood reports using FEMA data. I paid them to do research and they provided a detailed report which included maps and FEMA form that showed I was in Flood Zone X. I supplied this information to NewRez via Fax and Email on XX/XX/XXXX. Today ( XX/XX/XXXX ), I received a letter from NewRez ( dated XX/XX/XXXX ) indicating they had purchased flood insurance on my behalf at a rate of $ XXXX/year. They reported to the insurance agency that I was in flood zone AE ( highest risk ). They completely ignored the information I provided and I'm not sure how to get them to resolve this.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 45039
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I applied for forbearance on both of my accounts and they were approved from XXXX to XX/XX/2020. In XXXX, at the end of the forbearance, I came to an agreement with the loan Servicing company and went into a repayment plan. So I don't understand why both of my accounts were reported as late which is not right. Do you know why your company reported my account as late on all 3 credit bureaus? Do you know why both of my accounts haven't been updated on all 3 credits bureaus? I have been making payments arrangements since XXXX of this year and it shows up on all credits bureaus. I need the late report removed from my credit report on all bureaus and all payments made so far for the months I paid after forbearance updated. The fact that you reported my account late when we both agreed to a payment arrangements is a violation of the care act and against the law. I'm currently applying for a SBA loan to purchase a business and out of the blue the 2 reporting made by your company just dropped my credit score which is hurting my chances of getting approved for the loan. I will most likely lose money if this issue is not fixed asap. I'm pretty sure they is a way to get this issue fixed right away instead of having me wait 45 days when per our agreement, this should've never happened in the first place. Now you're telling me to wait up to 45 days risking losing my deal? This is not fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My loan was transferred over Ive been a dispute with them shellpoint Mortgage loan number XXXX the month for XX/XX/2019 My previous mortgage company DitechI Reported I did not pay XX/XX/2019 I have sent documentation over to them several times now it is reporting on my credit report That I havent made a payment since XXXX XXXX and XXXX and XXXX this incorrect reporting it has dropped my score 127 point I am send documentation of payment history I was getting ready to purchase a home loan
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: WE ARE IN THE PROCESS OF A VA IRRL. I MAILED A CK TO NEW REZ ON THE XXXX OF XXXX AND REALIZED IT WOULD NOT CLEAR IN TIME TO SHOW XXXX PAYMENT POSTED ON TIME. SO I STOPPED PAYMENT AND CALLED IN A PHONE PAYMENT CONFIRMATION # XXXX. HOWEVER, NEW REZ DID NOT REQUEST THE ACH TRANSFER FOR MY PAYMENT FOR XXXX. I THEN CALLED IN ANOTHER PAYMENT CONFIRMATION # XXXX PROVIDED BY NEW REZ. MY LOAN HAS RECORDED AND SINCE THE XXXX HAS NOT POSTED NOW WE ARE SHORT TO CLOSE THE LOAN.SO TODAY NEW REZ STATED ANOTHER 2 TO 3 DAYS TO POST MY PAYMENT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90745
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The attorney XXXX XXXX did the short sale of the property at XXXX XXXX XXXX, XXXX XX/XX/XXXX XXXX. I am not complaining about his service. I am filing a complaint against SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX, XXXX XXXX XXXX,XX/XX/XXXXXXXX. This Short Sale was completed XX/XX/2019. Shellpoint Mtg. listed this short sale as a Foreclosure on our Credit Report. They did rectify this error last month. However, in the mean time my husband and I are trying to get a new loan from the VA. Since the foreclosure was reported on the credit report the VA XXXX people have asked me to get a letter from Shellpoint stating that they made the error, even though it if off the credit report. The thing is that I have been sending emails, calling and sent them a request by mail for over a month with no response from them. I don't think that is fair to us all they need to do is to send me a letter stating that the error was their fault. Please let me know what if anything else is needed to proceed with this complaint. Not very good customer service from Shellpoint!! Thank You XXXX XXXX XXXX XXXX. XX/XX/XXXX XXXX XXXX XXXX, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Signed agreed order to bring mortgage current. Paid all attorney fees Paid all late fees Paid all agreed and keep mortgsge current. This is the agrred order that was signed by both parties and signed by the chapter XXXX Judge. I have been done everything as I agreed to but the mortgage refisrd to report my credit to Reporting agencies. Refuses to rven look at refinancing, this Shellpoint mortgage has consistently gendered my attempts to ask for help getting this done.. Making it impossible. I need help. If so done could just look at what this company has done and homd out if their way to make it.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a Property Tax delinquency notice from my township in XXXX. I contacted my mortgage company immediately. They promised to resolve the issue. I called again early XXXX as I noticed that the payment still was not remitted. They promised to take care of it. I called again end of XXXX to get status and they still have not resolved it. It is now middle of XXXX, no property tax payment was remitted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07920
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was purchased from XXXX by Shellpoint Mortgage Service. XXXX correctly posted my payments made each month. I contacted Shellpoint and they stated that my credit report would be updated to reflect my payments made which I have made on time since the loan was purchased. I disputed the wrong information and on XX/XX/2020 Shellpoint admitted the information was incorrect and would be corrected. To date, my credit report reflects that no payment has been made on this loan. Additionally, I have been requesting a payoff quote for months and have never received it. Please help! The company makes promises to do take action but hasn't delivered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX I contacted Shell Point Mortgage and informed them I was still stru ggling Covid 19 and my tenant moved out without my knowledge. The place was in bad shape and I asked them to pay the assessments because I could not pay them to avoid loosing the property I have been paying on since XXXX and still owe {$75000.00} on this property nonthing has been applied towards the principal. I told them I was strugging and needed more time during this Pandemic . Now I received a notice that a lawsuit was filed XXXX XXXX because they failed to inform me that they would not be advavcing the {$4500.00} and now I am going to have to file bk because I am tired of people looking for me all because I helped out the mortgage industry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A