Date Received: 2020-08-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was notified that my mortgage service company XXXX was being transferred to Shellpoint Servicing. back around XX/XX/19. My mortgage payments were on an autopay from my bank every month. My XXXX and XXXX payments were drafted from my bank. I thought everything was ok, went I spoke with Shellpoint, they stated XXXX was no longer in business. I attempted to make a payment to Shellpoint, they stated all my account info was not transferred and to call back. I stated I was concerned with my credit report, and they told me that they will not report to the credit agencies during the transition time. I went to purchase a vacation home, I and ( 2 ) 30 day and 60 day late was reported. These need to be removed, the account is current. It took me over a month to recover the {$5500.00} given to XXXX. Thank you in advance for your help, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08831
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My credit was reported that i mixed 2 payments and the balance of my loan was reported wrongs as well i will want that to be corrected on updated on my credit reporting because i have filed a compliant in that regard. My Loan balance {$150000.00} -- -- -- -- -- -- -- -- -- -- -- -- {$270.00} Apply to the principal of my loan loan balance is {$150000.00} is my loan balance as of today. please stop reporting false reporting to my credit. and i want that corrected. because we had a deal that you said i don't have to pay and even at that the deal was fake but i still made my payments. you went ahead and reported false report to my credit. please don't get me in you false bank scam i don't want to be involve in that. i want you to report all my payment and you said that no payment was made which id a false claim too i paid over {$2800.00} IN XXXX AND XXXX alone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint mortgage company sold my mortgage to XXXX XXXX XXXX on XX/XX/20. They refused to accept my mortgage payment because they were concerned it would not be routed properly and informed me to instead make the payment to XXXX XXXX XXXX. Spoke to a representative named XXXX XXXX who informed me that I was protected from any derogatory reporting for 60 days per RESPA guidelines and because I am a California resident. On XX/XX/XXXX, I received alerts from several credit monitoring services informing me that Shellpoint inaccurately filed a derogatory rating for 30 day late payment in XXXX, during the required RESPA period. I want this inaccurate information removed from credit history immediately since it is affecting my ability to obtain a home improvement loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have received the Shellpoint/NewRez letter dated XX/XX/XXXX in which Shellpoint provides false and misleading account of events and attempts to manipulate the numbers in order to avoid the liability of charging me a fee for the forbearance request and not providing the requested six month coronavirus forbearance extension. I will answer point by point to expose their fraudulent attempts : 1. Shellpoint states that our records show that the homeowner applied online via our web portal for Covid-specific mortgage assistance on XX/XX/XXXX ... and on XX/XX/XXXX we approved a three ( 3 ) month forbearance same day. This statement is false as I was repeatedly informed while waiting on approval that if I did not make a monthly payment due on XX/XX/XXXX, I would have been in default and would not qualify for the forbearance. I went out of my way to make that payment amidst the worst part of the coronavirus outbreak in XXXX. In fact, I contacted ShellPoint and NewRez in regards to coronavirus induced hardship multiple times, in writing, starting on or about XX/XX/XXXX. My requests were first ignored and then reduced to 3 months forbearance. The three months forbearance was approved on XX/XX/XXXX. Please refer to their initial email sent to me on XX/XX/XXXX stating that the forbearance was approved. ( See attached Exhibit 1 ) 2. Despite of the fact that Ive never missed a single payment, Shellpoint/ NewRez charged me a fee of {$7300.00} on XX/XX/XXXX. My payment history is as following : XX/XX/XXXX received on XX/XX/XXXX ( due XX/XX/XXXX ) XX/XX/XXXX received on XXXX XXXX ( due XX/XX/XXXX ) XX/XX/XXXX received on XXXX XXXX ( due XX/XX/XXXX ) ( See Exhibit 2 ) So why does Shellpoint/NewRez is charging me {$7300.00} due on XX/XX/XXXX? ( As I was explained, that was a forbearance request fee which I found to be outrageous. I took a screenshot of their website that clearly shows my last timely payment made on XX/XX/XXXX due ( XX/XX/XXXX ) and shows a payment due of {$7300.00} on XX/XX/XXXX ) ( see attached exhibit 3 ) 3. Shellpoint/NewRez provided NO plausible explanation as to why they offered and promised ( confirmed by email ) the payments on forbearance are to be paid off at the end of the loan in a lump sum. and then failed to add it to the written agreement upon my multiple requests in writing ( see my original complaint ). 4. Shellpoint/NewRez statement as to Please note, per the homeowners request for extension, on XX/XX/XXXX, we have initiated the process to extend the forbearance period for another three months. is completely misleading. I have contacted Shellpoint/NewRez multiple times to request a 6 months additional forbearance which Shellpoint / NewRez purposefully failed to address while playing cat and mouse games. Besides communications, here is a written record of my communications pertaining to additional extension ShellPoint/NewRez ignored : A. XXXX XXXX communication and email to Ms XXXX ( request ignored, see attached exhibit 4 ) B. XXXX XXXX follow up with Ms XXXX ( request ignored ). C. XX/XX/XXXX communication and email to Ms XXXX ( request ignored ). D. XX/XX/XXXX communication and email to XXXX XXXX XXXX XXXX XXXX, XXXX. ( All requests ignored ) E. Identical requests on XX/XX/XXXX and XXXX sent ( See attached exhibit 4 ) As of today, Shellpoint/New Rez did not : *address my request as to a 6 ( six ) months extension on a forbearance *did not justify nor explain accessing {$7300.00} on XX/XX/XXXX when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) *did not include the discussed terms as to the payments on forbearance are to be paid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: OnXX/XX/2020 Shellpoint Mortgage Company made another withdrawal from my escrow account in the amount of $ XXXX. for insurance premium. Prior to XX/XX/2020 Shellpoint Mortgage Company had refunded $ XXXX for insurance premium refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In a divorce decree the court order states that XXXX XXXX XXXX was awarded the home. He should EITHER refinance or assume the loan in his name only. XXXX XXXX and XXXX XXXX divorced XX/XX/2016. Since then XXXX XXXX changed name back to maiden name XXXX XXXX. I, XXXX XXXX have petitioned the mortgage companies several times throughout the years and it has been a dead end at every attempt. My name is no longer on the deed and yet I can not get my name off of the mortgage. Mr XXXX can not refinance because his credit score does not meet the minimal requirement and yet I a held hostage to a mortgage that I am no longer the owner and my name is not on the deed. Essentially, I am being held hostage to a home that I no longer own. When I present the divorce decree to the mortgage companies it is ignored. They just tell me to refinance which he can not. I can not move on with my life in the purchase of my own home because it affects my credit scores when Mr XXXX is late on a payment, etc.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage thru guaranteed Rate and made my first two mortgage payments to them ( XXXX & XXXX ), then NewRez purchased the loan and immediately stated I was behind in payments. I provided them the documentation of proof ( See attached files ), but they say their still looking into it four month later, and now are hitting me with late fees, and are threating to impact my credit and or take my house. I should not have to be intimidated, since I have completed all that is required from me. my loan # is XXXX with New Rez XXXX. I have called and spoke with them multiple times the last 4 months, and they keep saying they are looking into it. How long do I have to live under their threats and intimidation, and now " Late Fee 's ''.
Company Response:
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Near the end of XXXX, I reached out to Shellpoint Mortgage Servicing to inquire about mortgage payment options on our personal home since we rely on income from our two rental properties. It was possible, in the near future, that our tenants may have difficulty paying rent and we wanted to know our options. I called the main phone number and reached a customer service representative. I was told that Shellpoint could not give me any options unless I filled out the online form. I filled out the form and waited for a response. Over the next few days I completed more research and realized that forbearance only put off the payments until the end of the forbearance period. This type of plan would not help me. I decided to not pursue any mortgage options through Shellpoint. To my surprise, I received a letter from Shellpoint dated XX/XX/2020 stating that we were enrolled in the forbearance plan. I did not agree to that. On XX/XX/2020 I called my point of contact, but I could not get through and the mailbox was full. I called again on XX/XX/2020, XX/XX/2020 and XX/XX/2020 to get the forbearance cancelled and the automatic payments started again. This, in it itself, wouldn't have been such a problem except that I was going through a refinance of my personal home at the same time. The new lender saw the " affected by natural disaster '' on my credit report and required additional documentation, assurances and time to evaluate. This credit report verbiage is code for Covid-19-related issues and the new lender was concerned about our ability to repay the loan. That verbiage should never have been on our credit reports and has resulted in payments of {$5100.00} in loan lock extension fees. I'm including XXXX documents. The first XXXX is the original loan estimate for the new mortgage loan on our personal home. It shows the lender credits as {$10000.00}. The second document is the closing disclosure showing the lender credits as {$5300.00}. The difference in lender credits is due to loan lock extension fees. The third document is a letter I wrote to the new lender explaining why our XXXX loan was erroneously placed into forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97068
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get an insurance check co-signed by the mortgage lender so I can deposit it in my account to pay for water damage caused to my condo.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60610
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX Shellpoint Mortage Servicing Loan # XXXX XX/XX/2020 received Annual Escrow Assessment Statement that indicated shortage of {$290.00}, that statement included a coupon specifically to pay this shortage in full in order to keep my monthly payment at {$540.00}. I used that coupon and remitted {$300.00} on XX/XX/2020. They acknowledge receipt on XX/XX/2020, but billed {$560.00} for XX/XX/2020 I have asked that that fee be removed several time but they keep saying they are " looking into this complicated matter '' XX/XX/2020 correspondence saying " your current payment amount is {$540.00} '' XX/XX/2020 corrrespondence now says although they credited my Escrow Shortage payment XX/XX/2020 they " can take up to 2 billing cycles to " re-analyse '' and in the meantime they expect payment of {$560.00}! Nowhere on the original communication does it indicate that paying the Escrow Shortage ( clearly to maintain lower mortgage amount ) with their coupon, by their imposed due date, is giving them funds to hold for 2 billing cycles to " re-analyse ''. Allowing them to charge unearned " Fees/Charges '' Please see attached
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A