Date Received: 2020-09-28
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: my bankruptcy for chapter XXXX was approved on 2011 and all debts were discharged but shell point mortgage A/c No. XXXX keep calling my private cellphone and attempt to collect debt even if I advice them the debt is discharged and I don't need to be contacted on the phone almost several times a day nonstop
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX i received written notice from XXXX XXXX that XXXX would be the final month of them holding my loan as it was being sold to Shellpoint Mortgage. I received my XXXX mortgage coupon from XXXX in the mail and returned it.
On XX/XX/XXXX I noticed that my mortgage check had not yet been cashed but thought nothing of it. On XX/XX/XXXX Shellpoint collections called asking for their payment. I provided the above information but the customer service rep was ineffective and unable to address the issue. Additionally, prior to the collections call, I had received zero written or digital communication from Shellpoint. In simplistic terms, their initial interaction was to punch me and threaten my credit. Nice to meet you too
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 803XX
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortgage Servicing is improperly applying payments to our loan. And, they have not reported payments in over 6 months to the credit burro. Our credit score has dropped significantly! We have been declined credit due to this issue. I have tried clearing this matter for the past 2 months now. Shellpoint has yet to fix the issue, nor they have not bothered to out to me. I respectfully request a response - this has gone on long enough. And, we are suffering from their negligence!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, XXXX, Shellpoint Mortgage Company ( Shellpoint ) via its third party vendor completed an erroneous escrow analysis charging me for 11 additional properties that I do not own. I own one property but my escrow was charged for 12 instead of one. I put Shellpoint Mortgage on notice of the problem in XXXX, XXXX. I was told that they were working to correct it last XXXX, XXXX but it has not been corrected as of date. I have spoken to over 20 people in the past year about correcting the problem to no avial. I have suffered extreme emitonal distress and frustration due to this ongoing error. I was told tht my account can not be corrected until Shellpoint receives its money back that it paid from the 11 parcels from XXXX County. I verified with XXXX County Treasurer 's Office who stated XXXX County does not have those properties connected to my account. I should not be penalized because Shellpoint paid on accounts that have NOTHING to do with my account. Also, In XXXX, XXXX, I received an erroneous tax statement based on the erroneous escrow analysis. Shellpoint knew that the escrow was erroneous yet sent an erroneous tax statement to me after being put on notice. I was not able to move forward with filling my taxes until I filed a compliant with Shellpoint Mortgage and a representative from the Escrow Department phoned me to verbally give me the correct numbers to allow me to file taxes. I never received a corrected tax statement from Shellpoint Mortgage. On last Friday, I received a negative credit report on my credit due to a delinquency on the mortgage payment. However, I have paid mortgage each month. I was told to pay {$960.00} until the escrow is corrected. I have consistently done so. However, the computer is showing me owing {$1.00}, XXXX. I was told not to pay {$1.00}, XXXX but {$960.00} until the matter is corrected. Yet, I am being reported delinquent. I do not want to go into default because of Shellpoint 's failure to correct its mistake via its third party vendor. In closing, it has been close to a year and my escrow is still not corrected. My credit is being negatively impacted by this. I am writing for your help to facilitate the correction of my escrow analysis so that my monthly mortgage payment can be correctly reflected. I thank you in advance for helping me resolve this issue to correct my escrow analysis.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a notice of error and CFPB complaint regarding Shell Point 's failure to refund the full balance of my escrow. Based on their response to my CFPB complaint it is clear they not only failed to refund my escrow timely ( my original complaint ) but now they have failed to conduct a reasonable investigation ( 1024.35 ( e ) ( 1 ) ( i ) ( B ) ). My original and continued complaint is that at the closing for my refinanced mortgage the title company paid the property tax and that despite a phone call requesting Shell Point/NewRez stop tax payments they processed the tax payment anyway resulting in an incorrect escrow refund. I advised them of their error and that they still owed me {$8600.00} since XXXX says they have systemic controls in place to block duplicate payments and the only payment they have on record is from the new title company. All it would have taken for Shell Point to do in a reasonable investigation is to pick up the phone and make one phone call to the XXXX County Treasurer 's Office to verify who made the tax payment. Instead, all Shell Point did was send me copies of their internal records which I already knew was incorrect and into which they failed look any further. The whole point of my complaint was that those internal records were incorrect and that I was and STILL am owed {$8600.00}. I want those funds refunded to me by wire transfer immediately. Instead I did their investigation for them and have attached the records from XXXX County showing the XX/XX/2020 tax payment from the title company- NOT SHELL POINT!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60137
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez, Shellpoint Mortgage Servicing paid XXXX County Tax Commissioner for XXXX for property located at XXXX XXXX XXXX XXXX, XXXX, GA XXXX. The payment was made in error because, as the new owner at XX/XX/XXXX, XXXX County created an updated bill with extended due dates. I have attached the tax history. Because NewRez mistakenly made this payment they put my principal and interest loan into escrow. They also increased my p & I loan of {$1300.00} to {$1900.00} now including XX/XX/XXXX of the previous homeowners property bill. My actual bill is based on homestead, and is {$1000.00} less than what NewRez calculated. With that said, I have already paid my XXXX taxes first installment of 2 to the tax Commissioner in the amount of {$1800.00} on XX/XX/XXXX. NewRez has been putting my monthly payment in a suspense account, which shows me as delinquent. They won't take me out of escrow because they've created a delinquency on my loan. I have always paid early. Now NewRez has placed me in loss mitigation until I pay back escrow of {$3000.00}. I have talked to customer service folks, loss mitigation, and the escrow departments since XX/XX/XXXX, to get my payment back to p & I of {$1300.00} as it should be since closing on this loan back on XX/XX/XXXX. I can not pay the higher escrow payment for property taxes since I've paid my taxes on time as the attachment will show. I hope you will assist me in this problem. XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint reporting 60 days late in XXXX. This was never late. The payment was made just was never transferred from previous mortgage company.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the Mail I received a notice that I had requested a loss mitigation workout system. I did not want that I want them to stop charging additional fees and cost. I have not ask or requested modification of this loan.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested a forbearance thru my current mortgage company XXXX mortgage. After the 4 month into the forbearance i received a letter they sold the loan. I just received from the new mortgage company Shellpoint Mortgage a demand for payment to avoid foreclosure. I have repeatedly tried to contact them and they say there is not record of my request for forbearance and i owe them the full amt of " late payments ''. This was authorized by the government for Covid relief. I have left messages for my " direct contact person ''. They do not return my calls. I need to start my payments again in XXXX but I have no direction as to how to do this. I have letters proving I was approved for a forbearance, now i have no one to contact to resolve this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in the middle of a refinance transaction with NewRez. They are the current servicer of my XXXX loan. I chose them over other options but as soon as I stopped " shopping '' and signed the loan estimate with them, they became completely unresponsive. XXXX was great and I enjoyed working with him. I'm not sure what's going on. I've paid for an appraisal and am currently on a rate lock through XXXX. However, when i asked about floating down to a lower rate, my loan officer went ahead and moved me down and added a point to my loan scenario. Previously he's encouraged me to sign loan scenarios, stating that he'll be able to credit me for the cash it shows me bringing to closing at the end of the process. I took him at his word the first time but am starting to get uncomfortable with promises and am not getting answers. I followed up with him daily for 2 weeks since XX/XX/12 when I reached out to him with my concerns and questions. I have not heard back. I've also reached out to the loan processor and my loan officer 's boss. No responses there either. I then called customer service on Friday and again this morning and they sent out an " alert '' to everyone on my account and their supervisors. Still nothing.
Company Response:
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A