Date Received: 2020-10-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to COVID I applied for a hardship loan extension in XX/XX/2020. I was given an extension by Shellpoint Mtg. Co. to XXXX 2020. However, me and my roommate were able to find extra money and were able to make monthly payments but not on the due dates. Came XXXX 2020, my roommate lost his job, and my work hours were cut in half. I went on-line on XX/XX/2020 and completed an on-line form for an extension on my previous hardship request. I never received a confirmation letter from Shellpoint, so on XX/XX/2020 I called Shellpoint and spoke to XXXX ( not sure of spelling ) who assured me that my extension was received and was being processed. XXXX informed me that Shellpoint is backed up with hardship requests and I should be receiving a confirmation letter soon. On XX/XX/2020 I received a notice from Shellpoint advising me that I was late with my payment for XXXX and that a late fee was being placed on my account unless I paid up ASAP. That same day I called Shellpoint again and I spoke to XXXX XXXX XXXX and asked her why I received this letter since I placed a hardship application with Shellpoint on XX/XX/2020 and was told that it was being reviewed and I should have no issues extending this. XXXX confirmed that my application was still in the works and there should be NO problem to get an extension. In fact, XXXX stated she was placing my application into an " expedited '' status so it would go through faster for me. XXXX further advised that I was NOT to worry about this and to ignore any future letters from Shellpoint stating I was being charged late fees since the company was backlogged with requests the automated system will generate these late payment letters to clients. I didn't feel comfortable with this answer. That same day I went back onto the Shellpoint web site to see the status of my application. I couldn't find any information on line about my request, so I generated another " hardship request '' email to Shellpoint that same day ( XX/XX/2020 ). I thought the second request would generate a response from Shellpoint. Instead yesterday afternoon XX/XX/2020 I received a huge envelope from Shellpoint with a threatening letter stating that my account overdue and was being sent to a collection agency. The letter further stated Shellpoint had the right to invoke foreclosure on my condo unless I would pay the two months outstanding on my mortgage along with late fees and interest! First thing this morning I called Shellpoint hoping to get this resolved. I spoke to XXXX and repeated the long story and how upset I was about this entire scenario. I wanted to speak to a manager or a supervisor since I was getting nowhere with representatives. XXXX reviewed my account & acknowledged that my hardship application was still pending because Shellpoint is extremely backlogged with these applications. However, XXXX advised me that there was NO notation of any of my previous phone calls with XXXX on XX/XX/2020 or XXXX on XX/XX/2020. Also no where on my account was there any " expedited '' request that XXXX advised me she placed on my application? I was very upset and asked to speak to a manager. XXXX advised me she had to put me on hold to connect me. Twenty minutes went by and XXXX told me she was " not allowed '' to give me a direct number or name of a manager, but would place a " call back '' for a manager to call me. I am not holding my breath for that return call instead I am submitting this complaint to your department in hopes you can resolve this for me quickly. This is unprofessional behavior by Shellpoint and its agents, and representatives. This is bullying! If you look at my account I've never been late with payments up until COVID hit. Even through the beginning of COVID I made payments they were not on due dates, but they were made. It was when XXXX came that I needed some time to gather up funds to make my payments. Technically I was only ONE MONTH late ( XXXX ) since we are in XXXX and Shellpoint placed me me on notice that I would go into foreclosure? In my opinion I have made every good faith attempt to place Shellpoint on notice of my situation not only with two on line forms but numerous phone calls flagging what was going on with my account. I respectfully request that you help me resolve this matter, thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06854
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During XX/XX/2020 A NOI Notice of Intent to refinance was forward to Shellpoint ServicesThe requested closing date was for Early XX/XX/2020. A copy of the proof of funds was provided, along with a current financial statement. The homeowner had the funding in place with a time limit for the use of funds to refinance the mortgage. Shellpoint never responded to the refinance offer in place, thus allowing the foreclosure to move forward. I then contacted the investor of record and conducted the following. After the no response, I provided two offers to refinance the outstanding loan. I provided the contact information to the investor of recod on my mortgage. There was no response. from shellpoint. I am requesting a modification due to the COVID Pandemic. The Shellpoint contact information. From : XXXX, XXXX XXXX Date : Tue, XX/XX/2020 at XXXX XXXX Subject : Shellpoint - XXXX XXXX XXXX XXXX To : XXXX XXXX Good Afternoon, Please see below for my contact information. Please provide a copy of the HUD and formal settlement offer in writing. Thank you, XXXX XXXX XXXX Lead Commercial Loan Consultant PH : XXXX XXXX est M-F Fax : XXXX Email : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90018
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: From XX/XX/2020-XX/XX/2020 I have been trying to get Shellpoint Mortgage company to accurately report my payment status to the 3 credit reports. In XX/XX/2020, I entered into a forbearance agreement with Shellpoint and was told verbally and in writing that I would not be penalized as long as I was on the plan and they would not report to the credit agencies that I was late on the monthly payments. In XX/XX/2020, I called Shellpoint and asked them to take me out of the forbearance plan and in that phone call I made the monthly payments XXXX, XXXX, XXXX, and XXXX. I also asked why they haven't been reporting my payments to the credit agencies and was assured that they would update my information to reflect the current/on-time payments, as per the forbearance agreement. In XX/XX/2020, I checked my credit report and saw that they actually reported my monthly payments as LATE and inaccurately reported the total balance due on my mortgage, which drastically lowered my credit scores. I immediately called Shellpoint and was connected with XXXX XXXX from the Loan Mitigation Dept ( XXXX ). He admitted Shellpoints error and assured me that they would correct it as soon as possible : the late payments would be removed and my credit reports should show as ALL CURRENT, in addition, the total balance due on my mortgage would be updated. During that call, I made myXX/XX/2020 monthly payment, as well as an additional ( principal only ) payment to lower my total balance even further. In early XX/XX/2020, I checked my credit reports and was shocked to find that Shellpoint never corrected their erroneous reporting as promised. I called XXXX XXXX once again and was told that he would take care of it. I checked my credit report again on XX/XX/2020 and XXXX XXXX seemed to give me the run around. I sent a fax and an email to the Loss Mitigation Dept requesting for this matter to be corrected ASAP and I attached my current credit reports, as well as a copy of the forbearance letter from Shellpoint. On XX/XX/2020, I spoke with XXXX XXXX from Shellpoint and explained the situation. She assured me that the erroneous late payments would be immediately removed. Last week, I received a call from XXXX XXXX XXXX phone number is XXXX ) who claimed to be a Supervisor at Shellpoint Mortgage. She provided assurances that she would fix this disaster created by Shellpoint. I called her today XXXX XX/XX/2020 XXXX to find out what the situation is since my credit reports haven't been updated accurately. I found out that she fraudulently presented herself as supervisor for Shellpoint ( which she is not ) and when I tried to get more information on her actual job title and what my account status is, she hung up on me! I tried reaching her again but she did not take my call. It's XX/XX/2020, I checked my credit reports and Shellpoint has yet to make due on their promises to correct their mistakes. This is having a major negative impact on my credit report and my ability to refinance my mortgage. I have been given the run around from Shellpoint Mortgage company for over 5 MONTHS! This issue has greatly affected my business because I was planning on purchasing another investment property but I ended up losing it because of this refinance that I wasn't able to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/XXXX Ditech began reporting a higher principal balance than was due through the time servicing was transferred in XX/XX/XXXX damaging my credit score. I disputed this with all three bureaus but Ditech would not correct it. Having filed a claim against their bankruptcy for another issue, I have disputed their information again. Now, Ditech has removed their account from my XXXX and XXXX report further damaging my credit score as this was my oldest trade line. But they partially corrected principal balances in my XXXX report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to Covid 19 myself and my wife have been laid off. We were previously just furloughed but now we've been laid off. We had been struggling to make our mortgage ever since but now that we are both laid off there is no way we can make our mortgage payment and continue to pay the other bills we must pay. At least until one of us finds full time work. We are looking but we reside in Florida, our jobs were both in the XXXX XXXX XXXX ( me XXXX, her XXXX XXXX and trying to find any work in that line is useless. Reached out to Shellpoint last week letting them know the issue. Have not heard anything from them at all. With the horrible way they handle our mortgage to begin with I am reaching out to you again for assistance. I believe they must allow us payment deferment which we should have applied for months ago. They are not communicating/assisting at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32757
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: One month and a half ago I requested QWR from my mortgage servicer NewRez and have only receive a letter ( 30 days later ) that they received my request. and this is it. I didn't get no single document.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My homeowner mortgage is with Shellpoint Mortgage Servicing. Prior to XX/XX/2020, I have been receiving my monthly statements from Shellpoint by U.S. Mail. I have been paying my monthly mortgage to Shellpoint by U.S. Mail as well. Suddenly and without notice, Shellpoint stopped mailing my monthly mortgage statements. Each time I called and spoke with a representative ( including supervisors ) about the problem, they never indicated that Shellpoint has done away with mailing monthly mortgage statements. Each time I inquired about the reason why I am not receiving my monthly statements via U.S. Mail, Shellpoint has not been forthcoming in explaining. My complaint is about the fact Shellpoint stopped mailing monthly statements without prior notification. My guess is, going forward, Shellpoint wants every transaction executed online instead via U.S. Mail. If this is the case, they should notify their customers in advance and not deceive them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11720
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have made regular payments as agreed with new servicer, Shellpoint Mortgage, however their records show I am one month behind. They have charged late fees after two months without resolution, I was forced to pay an extra payment to get ahead and avoid the late charges, hoping it would be resolved in the meantime. I was wrong. The company has been unresponsive via telephone, has hung up on me, transfer me to someone else and then start over as if no knowledge. I have spent hours on the phone with no resolution or real help. Was told someone would call back next day, nothing. I then called a Supervisor, who has been contacted on two occasions and has not ever responded. Wrote Error resolution notice letter, with my phone number, and they took over 30 days to respond and simply wrote back " unable to determine that any error has occurred ''. It's bad! There are so many errors and inconsistent reporting I wonder if the Servicing company is legitimate company or scam.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98201
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Date county taxes are due XX/XX/20 Delinquent date XX/XX/20. My Morgage company always waits until delinquent date to pay mortgage. They need to pay it a few weeks prior so I that a delinquency fee doesnt show up on the county website! The fee is reversed however they shouldnt be paying it last minute so that a fee is even shown on county website. I have talked to them prior about issues however they dont seem to care that they wait last minute until a delinquent fee is shown.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85742
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage server Shellpoint mortgage refused to remove fraudulent added fees added to the end of our mortgage. {$1600.00} in additional fees were added to our account with only around {$2000.00} remaining. They gave us several stories that they were attorney fees but couldn't provide evidence of where an attorney was ever used concerning our mortgage. The mortgage changed companies several time in the last the last year. Ditech was the last company before Shellpoint. I feel this was a way to tack on additional fees to make the loan profitable for them buying loan papers so late in the mortgage. This company also refuses to send over my Cancellation of Security Deed. Georgia Law requires they have this be filed with the Court Clerk in my County 60 days after we paid off the loan. I paid the additional fees plus the mortgage balance to get it out of Shellpoint hands because they threaten to foreclose if they were not paid the fees. I talked to other mortgage holders and they said Shellpoint did their mortgage the same way. Added additional fees on the tail end of the mortgage. Basically because its the only way for them to make money on a loan where all the interest has been paid. I'm seeking my {$1600.00} in fees refunded and the {$500.00} in damages Georgia Law requires because the Deed Satisfaction was not provided 60 days from the date of pay off to be recorded with the Superior Clerk of XXXX County Georgia.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A