Date Received: 2020-09-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Lost income in XXXX due to COVID. Got forbearance approved for 3 months which ended in XXXX. Sent in loan modification application and required documentation mid-XX/XX/2020. Called multiple times and talked to several customer service reps and the information they provide is always different. The only person in charge of taking action is a person named XXXX XXXX ( ph XXXX, email : XXXX ) according to a few reps. Called XXXX several times, left voicemails, sent emails but she never responded in 3 months. Complained to other reps and they always say that they put it in there and she has to call back in 24-hrs, but she never does. They also see notes that she tried calling me and I didn't answer. But I never received her calls nor she left any voicemails. No supervisor ever called or emailed back either. I got another job but my income is not sufficient to meet the mortgage payments, and I am hoping to get the loan modified ( current rate is at 8.25 % ), but Shellpointe is being extremely uncooperative.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX solicited and encouraged me to enter into a hardship plan during the Covid-19 Pandemic, offering a 3 moth deferred payment plan, with the promise of a loan modification or deferral of past due amounts to end of the loan. A month after accepting the offer they transferred the account to Shellpoint Mortgage Company. Shellpoint claimed to be unaware of any hardship plan with XXXX, added phantom legal fees and immediately threatened foreclosure. During this same time span my voicemail accounts have been flooded by people looking to purchase the property, undoubtedly companies who are complicit with XXXX XXXX and Shellpoint Mortgage. Someone needs to look into how many homes has been loss at the hands of these companies,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage company, NewRez, LLC. charged me a fee of {$5000.00} for a Forbearance Plan ( XXXX, XXXX & XX/XX/2020 ). The said fee is described as " Interest Per Diem From XX/XX/2020 To XX/XX/2020, 121 Days@XXXX '' on the closing statement. This is extremely excessive and unbearable.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 80110
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Our original XXXX mortgage was sold by XXXX to Shellpoint Mortgage in XXXX or XX/XX/XXXX. ALL PAYMENTS WERE PAID ON TIME UNTIL SHELLPOINT SOLD TO XXXX XXXX XXXX in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: DISPUTE WITH : - Shellpoint Mortgage Services - NewRez LLC BACKGROUND : My house was purchased at a sale price of {$550000.00}. I put a 10 % down payment ( {$55000.00} ) ; due to the down payment amount being below 20 % I was required to pay for Private Mortgage Insurance ( PMI ). This was in XX/XX/XXXX and I have paid my mortgage on time every month and my account is in good standing. The mortgage was with originally through " XXXX XXXX '' and the collection was handled by " XXXX ''. XXXX filed for bankruptcy and my loan is now being serviced by " Shellpoint Mortgage Servicing ''. The transfer took place mid to late XXXX. ISSUE : In XX/XX/XXXX while going through various mortgage documents I found a letter sent to me by XXXX which indicated that my mortgage was eligible to cancel PMI with the reasoning being that the original Loan-to-Value ( LTV ) amount was below 80 %. The letter was sent on XX/XX/XXXX. I did not respond at the time since the " Homeowners Protection Act '' states that the lender is required to automatically drop the PMI at the point which the original LTV has reached 78 %. The cancellation amount ( 78 % of {$550000.00} ) is {$420000.00} and was reached on XX/XX/XXXX where the principal amount was {$420000.00}. The LTV of my loan in XX/XX/XXXX was already around 75 % but I am still charged PMI every month. Confused as to why, I started looking into what I could do to push that along. The original letter I received from XXXX in XX/XX/XXXX said that I have to send a message to start the process. Shellpoint 's website also indicates that for PMI cancellation to take place would also require that I send a message. The mortgage company owned by Shellpoint that I interface with directly is called NewRez. Using the messaging form on their website on XX/XX/XXXX I sent a message that I wanted the PMI cancelled. Shortly after I received a letter in the mail stating that I have to pay for an appraisal to remove the PMI. I immediately called them and told them that I would not get my house reappraised and that the PMI should have been rermoved automatically ; every customer representative confirmed that the automatic cancellation should have happened last year. They told my that they would investigate the issue and within a 45 day window would give me an answer. It has gone past their self imposed window and they still say that the issue is " pending '' without offering any additional information. I was told that since I send a message to cancel the PMI that I have to now get an appraisal implying that letting it cancel automatically would have avoided this. The problem is that its almost a year past the point when the PMI should have been automatically cancelled. If I did not message the company then presumably I would be paying PMI indefinitely. I believe Shellpoint Mortgage Servicing to be in violation of the Homeowners Protection Act by refusing to drop the PMI.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 I requested a forbearance to my mortgage due to Covid-19 issues, I was granted 90 days ( XXXX-XXXX ). I satisfied my forbearance payments along with current mortgage payments in XXXX and XXXX. On XX/XX/2020 I received notice that my forbearance period had ended, that I was current on all payments and had satisfied terms of forbearance. I'm in the middle of refinancing my property which Shellpoint Mortgage holds today. I requested the payoff amount and their showing a debit in the amount of {$6100.00} which should not be there as I'm current. I had a scheduled phone call with XXXX XXXX on Monday XX/XX/XXXX at XXXX PST where he was to call me. I never heard from him so started to call him unsuccessfully. After many attempts, I did get his voice mail and left a message but have yet to hear back. I need this Pay-off corrected so that I can close on my new escrow and per the various people at Shellpoint, XXXX XXXX is the only person that can do this as he's assigned to my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92663
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have an alleged " mortgage servicer '' supposedly named Shellpoint that is attempting to collect a debt for a company that was order by the XXXX District of New York 's Bankruptcy court to dissolve and NOT service loans ever again under a pseudonym with their dba still being " XXXX ''. We have requested proof of bill of sale and transfer of accounts and proof of a document showing the Generally Accepted Accounting Principles because the letter that was submitted to us as response and to the Indiana State 's Attorney Generals office explicitly states that XXXX is no longer our servicer and NewRez will be going forward. We have yet to receive any proof of the debt as alleged in these confusing documents with multiple different variations of XXXX XXXX name still appearing as the loan servicer. We are very concerned that the company is still fraudulently attempting to collect a debt that they are not owed and not permitted to obtain. We have sent a Qualified Written Request to several different addresses they provided and only receive letters saying they are addressing our request and then another bill in the mail. Yet 0 proof of sale, GAAP or any valid response to our QWR Request for Inspection of Documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47265
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX due to an old IRS debt my accounts were frozen and I fell behind on my mortgage.In the end of XXXX I cashed out some of my retirement benefits to reinstate my mortgage. I ordered reinstatements beginning in XX/XX/XXXX. In XXXX my servicer transferred and I requested reinstatements that were not sent to me. The reinstatement requests were made XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. When the reinstatement finally arrived I had enough to pay the arrears but not the escrow. I asked the bank 's attorney if I could pay the missed payments and enter into a payment plan with the escrow. I was instructed to contact Shellpoint directly. Upon contacting Shellpoint I was advised that I would have to apply for a loan modification. I expressed worry at this since I had been denied for a loan modification with XXXX. The reason for denial was my debt to income was 12 %, I was an immediate default and my hardship had not been resolved. I can afford my mortgage, and my accounts had been restored since the IRS freeze so I did not feel as though I was accurately denied. I was hesitant to apply again because I felt as though there is reason to believe that I would again not get a fair review. I asked if I could negotiate the fees in the reinstatement and make a full payment or if I could make a large down payment and the rest could be capitilized. Shellpoint refused to work with me. Then the CARES act passed and I attempted to go onto a forbearance where I would be able to make a partial payment and send {$25000.00} and then apply for the modification. Again, Shellpoint refused to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ORIGINAL ISSUE In pure frustration, and not knowing where to turn, we are soliciting your help with a Home Equity Line of Credit issue weve been trying to resolve on our own for over a year and a half with XXXX/Shellpoint Mortgaging Servicing, with no success. XX/XX/XXXX, XXXX, changed our account number from : XXXX, to XXXX, and as outlined in their letter to us, reassured the payment would be applied to the correct account number. Our XX/XX/XXXX payment of, {$270.00}, cleared our bank on, XX/XX/XXXX. However, this payment was never applied to the correct new/old account. Resulting in, XXXX reporting a failed payment. On XX/XX/XXXX, spoke to XXXX representative, Mr. XXXX, who was able to identify the problem, and reassured us this issue would be resolved, and any late charges and penalties associated with this incident would be corrected. Item C : Consequently, in Good Faith, we continued to make our monthly payments based on our XX/XX/XXXX phone conversation with Mr. XXXX reassuring us the issue stated above would be resolved. Dated XX/XX/XXXX, received a letter from XXXX stating we were owing, {$580.00}. Which prompted us to make yet another call to XXXX, to try to resolve this issue. Spoke to representative, XXXX, she explained, the {$580.00}, were the late charges/penalties, plus the {$270.00} payment that was not applied to our account on, XX/XX/XXXX. Our XX/XX/XXXX payment of, {$300.00}, cleared our bank on, XX/XX/XXXX. Again, we were reassured the issue had been identified, and would be resolved. Because the payment issue that originated in XX/XX/XXXX was still not resolved, on XX/XX/XXXX, we a sent via certified mail, a Qualified Written Request to have the proper/formal research performed on our account to assist in the matter of resolving this issue. USPS Tracking stated, it was delivered on, XX/XX/XXXX. Dated XX/XX/XXXX, received a Notice of Intent to File Notice of XXXX. On XX/XX/XXXX, we once again, called XXXX, and spoke to representative, XXXX. Yet again, the original issue, stemming back in XXXX, XXXX, when XXXX changed account number, was identified, and promised the issue would be corrected. Yet again on XX/XX/XXXX, we received yet, another Partial Payment letter from XXXX. On XX/XX/XXXX spoke with another XXXX representative XXXX. XXXX letter dated, XX/XX/XXXX, after all these month finally agreed to look into the matter. Letter from XXXX dated, XX/XX/XXXX, XXXX acknowledged, receiving our Qualified Written Request and stated, they would respond no later than XX/XX/XXXX. XXXX XXXX came and went with no response to our Qualified Written Request. XXXX letter dated, XX/XX/XXXX, XXXX acknowledged, receiving us, orally denying, disputed or challenged XXXX claim that we owe the above-reference debt. Letter to XXXX dated XX/XX/XXXX, to serve as formal notice that XXXX and or its representatives are not to contact me or any of my family or associates. Collection calls continued as follows : o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX In XXXX, XXXX, we sent a letter to the XXXX Legal Department, outlining the original problem, fulfilling XXXX request in their XX/XX/XXXX letter above, and the steps we have had to resort too. Letter from XXXX dated, XX/XX/XXXX, XXXX acknowledged receiving on, XX/XX/XXXX, our letter in response to their XX/XX/XXXX. Item M : letters from XXXX dated, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, all stating their investigations in this matter has not been completed. Meanwhile, throughout this time, believing XXXX would follow through with their promise and reassurance, that the original issue with our account would be resolved and brought current, we continued to make our monthly payments with XXXX. Item N : Still having violated our request for Qualified Written Request, and our Cease and Desist letter request, we received a letter from XXXX dated, XX/XX/XXXX, stating our account was being transferred to a new servicer. As of XX/XX/XXXX, please keeping in mind, it has now been over a year, and the simple payment issue with our account had still not been resolved. The Qualified Written Request in XX/XX/XXXX, was never fulfilled, and The original XX/XX/XXXX issue with the account never having been resolved by XXXX, was now being passed to another servicer. SHELLPOINT Mortgage Servicing Having denied said debt with XXXX, and XXXX never proving we owed said debt, was now being passed on to Shellpoint Mortgage Servicing. XXXX XX/XX/XXXX, and XX/XX/XXXX statements both show payments received. On XX/XX/XXXX, sent a letter to Shellpoint, explaining the situation, and offering a reasonable settlement : I would be willing to pay the balance within 30 days, minus the penalties. Our check to XXXX dated XX/XX/XXXX in the amount of {$300.00}, was returned on XX/XX/XXXX, by XXXX, with a letter dated, XX/XX/XXXX stating our account was 90 days overdue. To date, Shellpoint has not acknowledge, or have not made any effort to address my offer in Item O, and provide any fair offer of their own. In XX/XX/XXXX, we sent via regular mail, a request for Qualified Written Request, and requested all phone calls cease. Shellpoint letter dated, XX/XX/XXXX, acknowledging they received our XX/XX/XXXX written request ; however, did not address our request to cease and desist. On, XX/XX/XXXX Registered letters to Shellpoints XXXX, MI office ( received Certified Mail Receipt XX/XX/XXXX ), and the XXXX XXXX office in New York ( received Certified Mail Receipt XX/XX/XXXX ). In that same letter requesting the Qualified Written Request, it also included do not contact me, my family, or associates by phone ( mail only ). Phone calls from Shellpoint continued as follows : o XX/XX/XXXX XXXX XXXX o XX/XX/XXXX XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX XXXX failed to address and resolve, a simple payment issue, and we feel they failed to comply with the Fair Debt Collection Practices Act, as outlined above. In addition, Shellpoints unwillingness to work with us to resolve this issue, and failure to cease and desist, until we filed a complaint with the XXXX XXXX XXXX on, XX/XX/XXXX, We feel, Shellpoint has also failed to comply with the Fair Debt Collection Practices Act.
Company Response:
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Shellpoint mortgage servicing acquired my loan in late XXXX after my wife died. Immediately after acquiring my loan they applied questionable fees, stopped paying the homeowners insurance which was contractually paid via escrow, applied force-placed insurance after causing my policy to lapse, tacked on fees for property inspection disbursement, late fees, fees for certified mailers, and litigation fees. They harassed me continually but refused to answer my questions when I called them or tell me who the new insurance company was. Loss mitigation had no interest in helping me retain my home. They went back and forth about doing short sale or accepting the house via deed in lieu of foreclosure. They demanded foreclosure. They did not honor The Cares Act and continued to send me notices of default with intent to accelerate. I requested loss mitigation in writing at least twice using forms they provided. They refused to allow any payment arrangement or forbearance and simultaneously reported adversely on my credit while refusing payment. They filed suit to foreclose in XX/XX/XXXX. I have called them dozens of times to no avail. They have claimed repeatedly that they can not reach me in writing which is a lie. I have massive email correspondence where contact information and correspondence addresses of four kinds have been provided. Finally, after contacting my Congressmen and requesting an investigation after reading hundreds of other consumer complaints XXXX XXXX called me to tell me that they would not communicate with me anymore through anyone except their attorney. Simultaneously, my house was recently burglarized twice and we faced threats of violence and retaliation from people in the neighborhood when I reported it. We lived in hotels for an extended period of time following a move out in XX/XX/XXXX pending repair of the home for mold and water damage. I advised Shellpoints loss mitigation department of everything in detail and they did not care. I advised them the property had suffered extensive damage due to the burglary and asked for help repeatedly stating that, I have XXXX XXXX children. They recently lost their mother. They are XXXX. How can I fix my house? How do I get legal help with my loan? Why wont you work with us or help us? They would not answer my questions. When I offered to surrender the property in cash for keys after they suggested it, they changed their minds. They once again insisted I list the property. I advised them I have attempted listing four times and the neighborhood is bad but the neighbors next door are worse. I detailed my problems including threats I received against my person, threats against my home, damage to my home, burglary, harassment, and breach of environmental health and safety codes by some of my neighbors such as dumping antifreeze in large amounts onto the ground near my home and illegal burning of prohibited materials. We were drinking and bathing using well water there so you can imagine how this would be bad with toxic byproducts from burning furniture and dumped automotive chemicals seeping into our ground water. At least five of my neighbors developed XXXX within a few houses of there. I explained all of this and so much more to Shellpoint Mortgage Servicing. Despite all my hardships and desperation, they did not help me in any way. They refused to allow forbearance or help with getting the home refinanced or fixed. They prevent me from refinancing by creating a false credit history on my credit report. They manufactured a home loan default. This is criminal business conduct. They are doing it to hundreds of Americans. They recently lost a class-action lawsuit in Chong v. Shellpoint out of Florida concerning the force-placed homeowners insurance. There is precedence to my claims. This must be addressed by government and mortgage oversight law enforcement. They are preying on the weak and vulnerable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76522
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A