Date Received: 2023-11-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I submitted a dispute request, to have information on my report updated, due to my divorce, I sent them my divorce decree, that CLEARLY states, that I am no longer responsible for the mortgage and Payments XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I have contacted the mortgage company with the same documents and information, I have also attempted to get the mortgage company to transfer the mortgage over into my ex-wife name or assumption of Loan. this debt should be removed from my credit report, since the home has been taken from me and I am no longer living in the home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I've had my current mortgage since XXXX. It's been sold a few times. It was bough earlier this year by Newrez. I received a letter dated XX/XX/XXXX that they didn't have documentation that I had required XXXX hazard insurance and they would be buying an expensive version of this insurance " for me ''. I called XXXX XXXX who confirmed that I did have this insurance with them ( I've had it for many years ) and that they had already informed Newrez when they bought my mortgage. They already had the info on file that Newrez had bought my mortgage. They uploaded the info *again* to Newrez while I was on the phone with them ( on XX/XX/XXXX ) and said it should all be good. I called Newrez back on XX/XX/XXXX with this info and the details of my insurance. They claimed they did not have this info and I emailed them photos of my XXXX XXXX insurance *again myself*. The Newrez agent confirmed that she received these documents and uploaded them to my account and all should be good and that NewREz would cancel their plans to buy me expensive XXXX insurance and that I'd get a letter to that effect. Instead, on XX/XX/XXXX I received a letter ( dated XX/XX/XXXX ) that was a " Second and final notice '' that i didn't have this HOA insurance and they planned to buy it for me at the ridiculous cost of $ XXXX ( my current insurance with XXXX XXXX is under XXXX XXXX ). I now need to call NewRez a second time ( their hold time is long of course ) to fix this. Can your group be of assistance to assure this is fixed? Can NewRez be fined if this is a common practice of theirs? It smells like a scam to me to sell overpriced insurance to low-information homeowners. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: My concern pertains to the account in question, which is erroneously listed as a late payment account. Upon noticing inaccuracies in my report, I demand the immediate removal of the negative payment status associated with this account from my credit report. SHELLPOINT MORTGAGE XXXX. I am the person making this complaint & I give cfpb authority to investigate this claim and I do not consent to an electronic communications. I request all responses be in writing throughtheusps.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: Closed on the sale of my home in XX/XX/2023. This was a short sale negotiated by a third-party company, the XXXX XXXX XXXX The loan administrator, Shellpoint, was not open to negotiating a payoff amount that was sufficient to meet my requirements. As a compromise, the third-party negotiator made an agreement on my behalf with Shellpoint to endorse an insurance check for damage to the home ( check made out to me and Shellpoint ) and allow me to keep the funds. This was verbally negotiated via my realtor, the third-party negotiator, and me. After closing, as agreed previously, I mailed the unendorsed check to Shellpoint, with the understanding that they would endorse it and mail it back to me. When I called to check on the status after several weeks, they said it was on its way to me, and I should receive it in XXXX days. This was in XXXX. I never received the check. After numerous attempts to determine what had happened to the check, Shellpoint finally disclosed that they had deposited the check into their account without my endorsement, stating that it was an offset on the short sale and that they were keeping the money. I obtained a copy of the deposited check from my insurance company. It clearly states on the back of the check that it must be endorsed by all parties. Shellpoint had not obtained my endorsement and had, in fact, simply stamped the back and sent it through. Neither Shellpoint nor the XXXX XXXX will acknowledge that there was an agreement. In fact, the negotiator at XXXX XXXX, when questioned by his supervisor about the agreement, denied that he made such an arrangement. I have emails indicating his awareness and his willingness to reach out to Shellpoint when I told him what they had done. I don't know which avenue to pursue from here. My realtor, who was aware of and participated in the negotiation, has attempted to reach the supervisor at XXXX XXXX, who has not responded. I think that the bank that accepted the check without proper endorsement might have committed some violation. I am not sure about Shellpoint or XXXX XXXX, since it was a verbal agreement. As I previously stated, my realtor was a witness to the verbal agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My account with ShellPoint is still reflecting negative remarks on my credit report with all XXXX credit bureurs when I was covered under the XXXX outbreak. No one has responded to any of my letters and now I am being forced to result to CFPB. According to 15 U.S Codes : 120 days after the date on which the national emergency concerning the novel coronavirus XXXX ( XXXX ) outbreak declared by the President on XX/XX/2020 under the National Emergencies Act ( 50 U.S.C. 1601 et seq. ) terminates. if the credit obligation or account was delinquent before the accommodation ( aa ) maintain the delinquent status during the period in which the accommodation is in effect; and ( bb ) if the consumer brings the credit obligation or account current during the period described in item ( aa ), report the credit obligation or account as current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34472
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I inherited this home when my mom passed away last year, and I had a lot of trouble being confirmed as successor in interest to even get information about the mortgage. It took Shellpoint Mortgage Servicing months to confirm me, and after Id sent them the information they requested many times, they finally confirmed me as SII but didnt tell me on one of the many phone calls I had with them during this time. They foreclosed on the house, and sold it at auction, after I was confirmed as SII, without giving me the chance to apply for a modification, or giving me the same rights as the original owner. I filed a complaint on here, and was one day away from being evicted from my home, when I received an email from them that they reviewed my complaint and decided to rescind the sale. I was ecstatic after the emotional turmoil Id been through from the eviction process, and from being one day away from being homeless. I thought Id finally be given the same rights as the original owner, and be able to modify the loan, and apply for the XXXX Mortgage Assistance Program to catch up the past due payments. But when I spoke to my point of contact, XXXX XXXX at Shellpoint, she informed me I couldnt apply for a modification because the loan wasnt in my name, and I couldnt have it transferred into my name, because the loan was past due. She told me I would need to apply for a loan assumption and I would need to have enough income and credit to be considered, but I wouldnt be approved because the loan was already past due. I was not offered any loss mitigation options because she said since the loan wasnt in my name, it wouldnt be approved. I told her thats not what the mortgage servicing rules from the CFPB state, and I quoted her this from their website : - [ ] Under 1024.30 ( d ), a confirmed successor in interest must be considered a borrower for purposes of this subpart and 1024.17, regardless of whether the successor in interest assumes the mortgage loan obligation under State law. For example, if a servicer receives a loss mitigation application from a confirmed successor in interest, the servicer must review and evaluate the application and notify the confirmed successor in interest in accordance with the procedures set forth in 1024.41 if the property is the confirmed successor in interest 's principal residence and the procedures set forth in 1024.41 are otherwise applicable. Treatment of a confirmed successor in interest as a borrower for purposes of this subpart and 1024.17 does not affect whether the confirmed successor in interest is subject to the contractual obligations of the mortgage loan agreement, which is determined by applicable State law. Also this rule about having the loan put into my name : - [ ] Todays interpretive rule explains that because an heir has already acquired the title to the home, adding the heir as a borrower on the mortgage does not trigger the Ability-to-Repay requirements. The rule does not require the creditor to determine the heirs ability to repay the mortgage before formally recognizing the heir as the borrower. As the named borrower, the heir may more easily be able to obtain account information, pay off the loan, or seek a loan modification. But she didnt agree with that and neither did anyone above her. I spoke with a few different supervisors throughout this ordeal and none of them agreed this. They all told me I couldnt assume the loan or do a transfer of ownership, or any kind of loss mitigation without proving my income and doing a credit check. I applied for the XXXX Mortgage Assistance Program, and they were going to approve me but they needed the loan to be in my name. They wouldve paid the entire loan off because there was only {$42000.00} left to pay on it, and they provide up to {$50000.00} worth of assistance. So I researched the rules with the CFPB, and with XXXX XXXX, who I was told owned the mortgage, on transfers of ownership so I could have it in my name. I called Shellpoint and asked to have the loan transferred into my name, but was told I couldnt do that by two different supervisors. They told me again Id have to apply for a mortgage assumption, and have the credit and income to be approved. I quoted them the rules from XXXX XXXX website on transfers of ownership and the federal restrictions on the exercise of the due on transfer clause : Permitted Transfers of Ownership subject to conditions In situations where all of the following conditions are met, XXXX XXXX will permit a Transfer of Ownership of the Mortgaged Premises : At least 12 months have passed since the Origination Date The Servicer has complied with all mortgage insurance requirements applicable to the transfer Either The transfer is to a transferee who occupies or will occupy the Mortgaged Premises as a Primary Residence and is : A parent or child of the transferor, or A grandparent or grandchild of the transferor, or A brother or sister of the transferor, or An original co-Borrower of the transferor under the Note, whether or not related to the transferor In connection with any Transfer of Ownership that meets the conditions of this Section 8406.4, a Servicer may not evaluate the creditworthiness of a transferee, require a transferee to assume the Mortgage or otherwise require the Servicers or XXXX XXXX approval of the transfer. I was still told I couldnt do a transfer of ownership without doing a full assumption and evaluation of my creditworthiness, even after quoting them all of the above information. I spoke with a few different supervisors, and they told me I was interpreting it the wrong way. I explained that I just wanted to do a transfer or ownership so I could get approved for Georgia Mortgage Assistance program, and have the remaining loan paid off. The GMA program had to have something with my name on it in order to approve me. Even though I was approved as SII with Shellpoint, my name wasnt on any documents with them. They had everything under The estate of XXXX XXXX who is my mother, and the original borrower. Shellpoint told me there was no way to have my name on the loan without doing a complete assumption. Even after reading them the guidelines from the XXXX XXXX website, none of them would do a transfer of ownership for me, so that I could have my name on the loan, and get approved for GMA program, and have the loan paid off. The supervisors at Shellpoint argued with me and said that they dont do transfers of ownership and that I wasnt understanding the XXXX XXXX guidelines or the mortgage servicing rules the correct way. So even after the first foreclosure sale was rescinded, I still wasnt given the same rights as the original borrower, or given any loss mitigation options, and I couldnt have the loan put into my name, so that I could get any foreclosure relief assistance. Even though the rules from the CFPB explicitly state theyre supposed to do all of those things. The loan was too far past due for me to catch up on my own, but I wouldve been approved for the Georgia Mortgage Assistance program, who wouldve paid off the remaining {$42000.00} owed on it, if the loan was in my name. Shellpoint wouldnt allow me to do a transfer of ownership or follow any of the rules theyre required to follow when someone inherits a home after the death of a loved one. My mother left me her home when she passed away, and the CFPB made rules for this exact situation, and to make it an easy process. But I still dont own the home. Im going to have to go through the eviction process again, and face being homeless with my son once again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Newrez/Shellpoint purchased my mortgage XX/XX/23 from XXXX XXXX. Since they took over we have made all required payments plus some extra principal. They claim we have not made payments even though we have provided bank statements showing withdrawals with control numbers going to them. They claim we have made only XXXX of the XXXX payments. Since taking over they have made XXXX entries to our payment history in 4 months. In a matter of 7 days in XXXX with XXXX of those entries being made in that span, we somehow went from XXXX payment behind to XXXX payments behind according to them. We have spoken to at least XXXX different people from company with over XXXX pages of notes without resolve. They are showing a higher principal balance than when they took over loan.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98685
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Hello, were still suffering financially from the after effects of covid. I have since been laid off again it was suggested we ask for a deferment or forbearance I was told that we had one deferment and unable to qualify for a forbearance and will not allow us to temp lower payments. Our contact at shellpoint mortgage XXXX XXXX said we can only qualify for a high repayment plan or suggested we sell. I told him I XXXX and that is not an option right now. I have spoken to so many people in similar or worse conditions and have been on forbearance for up to 180 days and received numerous deferments can you please investigate this. I believe theyre discriminating due to being XXXX and on XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The VA loan I took with XXXX XXXX was quickly sold to Newrez after closing. I have been in this building for 3 years having purchased a unit with a VA loan through XXXX which was transferred to XXXX XXXX. I sold that unit a purchased a larger one in the same building financed through XXXX Mortgage. After the loan was transferred Newrez notified me the HOA insurance was inadequate, it was fine for XXXX XXXX. Newrez is charging me for additional insurance which it seems I have no choice. According to the letter sent to me Newrez claims they don't have the documents proving insurance from the HOA but I have sent them documents and talked on the phone for a long time with their rep.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37209
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My mortgage was in forbearance period. I received a notification that someone tried to access the property. Later, I became aware that the mortgage company Shellpoint charged a {$30.00} property inspection charge. There was no notification to me about any property inspection and the loan agreement does not include any provisions that allows the mortgage company to charge a fee for a property inspection which it decides to do and which I did not agree and did not request. I sought clarification and challenged the charge but Shellpoint refused to refund me
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A