Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an escrow account for payment of my property taxes and homeowners insurance. My payments have been made timely and there is more than enough in the account to cover the disbursements needed. Property taxes were due XXXX. On XX/XX/XXXX I noticed that my property taxes had no been paid ... contacted via email and servicer confirmed they did not need any additional information and they would be paid by XXXX XX/XX/XXXX noticed funds still not dispersed from account so called servicer who confirmed no payments were made and no pending payments existed, asked me to send a copy of my tax bill to their email address and they would pay within 10 business days. XX/XX/XXXX - still no payment so called again ... was advised that it was marked to be completed that day XX/XX/XXXX - still no payment so called again and was told they would escalate the case XX/XX/XXXX - called again as there is still no payment made. Advised it is marked to be processed by end of month. Have been assured numerous time that it is being paid by x date and each time that date passes with no payment. I am not waiting any longer without filing a complaint as charges are accruing on a daily basis and liens are placed after 90 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end of XX/XX/2020, I was granted a 3 month special forbearance with my mortgage company due to losing my job throughout the COVID Pandemic. The forbearance included XXXX, XXXX, and XX/XX/2020. Several times, we have tried to contact the company to obtain information on the status of the mortgage and even made a payment on both XX/XX/XXXX, and XX/XX/XXXX in which they returned the XXXX payment. In the last 3 months we have attempted to reach the company to discuss our options and when we get to the prompt to speak to someone, we are disconnected every single time, up through today. We email the number provided on our statement and it came back as undeliverable. They received a payment in XX/XX/2020 but have not applied it. They returned a payment and are now sending us demand letters for payment in full, we try to pay it online and are unable to do so, as it states " this loan has a payment stop '' which prevents us from paying, and we called in to pay over the phone and are disconnected. They reached out to me in XXXX to see if we needed to extend the forbearance through an automated system, and we said No. Which would allow them to begin taking payments. It appears as though there is no one working at this company and letters are automated. Please help me save my home. I want to pay, and remain current, however they have made it impossible.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern : On XX/XX/XXXX, I received the attached response ( " XXXX NJ Response XXXX '' ) from Shellpoint regarding my complaint that was filed and submitted to CFPB and the New Jersey XXXX XXXX XXXX XXXX XXXXXXXX ). The rebuttal date was XX/XX/XXXX. In the complaint was detailed information that highlighted the fact that Shellpoint Mortgage is knowingly overcharging my tax escrow account and assessing anticipated figures that are entirely incorrect. In their statement Shellpoint said the following : " Shellpoint completed an escrow analysis on XX/XX/XXXX, based on the anticipated hazard insurance payment of {$3400.00} and anticipated county tax installments of {$4900.00}, {$5100.00}, {$4800.00} and {$4900.00} ( totaling {$23000.00} for the upcoming yearly bills from XX/XX/XXXX to XX/XX/XXXX ). '' It should be noted that the alleged anticipated tax amount of {$23000.00} would represent an unprecedented 17.68 % increase over the previous year ( {$19000.00} ), which is undoubtedly incorrect. As explained in a letter from the City of XXXX ( see attached " City Response Regarding Taxes '' ), this is not possible unless there was something done to change the assessed values. I've lived at this address from 17+ years and my assessed value has been pretty stagnant. As proof, the attached history ( see attached " XXXX XXXX XXXX_Tax History '' ) of my property over the past 7 years clearly shows the same assessed value since XXXX. Moreover, according to the city, the only way the assessed value can be changed is with a successful tax appeal, an improvement done to the parcel that would increase the value of the property determined by the Assessor, or a municipal wide revaluation ; none of which applies to my property. Therefore the alleged anticipated county taxes is completely made up and not justified in the city of XXXX. Per the attached ( see attached " XXXX XXXX XXXXCurrent Tax Bill '' ), which shows the actual tax bills for XXXX covering the last 4 quarters are as follows which totals {$19000.00}, an actual decrease of .11 % under the previous year : - {$4800.00} - {$4900.00} - {$4900.00} - {$5000.00} Based on these facts, I have been mis-billed by Shellpoint since XXXX of XXXX. In which case, i hereby request that a total of {$1100.00} ( $ XXXX since XXXX ) be returned to me immediately. cc : NJ Consumer Affairs Attorney General Office of NJ Department of XXXX XXXX XXXX of NJ
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have paid off my Shellpoint Mortgage in XXXX. They still do not report it as paid on all three of my credit reports.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was bought by Shellpoint Mortgage Servicing fall of XXXX. XX/XX/XXXX we received a letter stating we did not have HOA insurance coverage and if we didn't provide the policy, a policy would be purchased for us. XX/XX/XXXX, received a letter that the policy was cancelled, since we have adequate coverage. XX/XX/XXXX, received a letter that they were unable to verify our coverage and to provide the documents or they would purchase a policy for us at a cost of {$140.00}, which would be applied to our escrow account. On XX/XX/XXXX, XXXX XXXX, customer service rep, called and talked directly to my insurance agent and received those documents while I waited on hold, and they still state they don't have current information on file! XX/XX/XXXX, received a letter stating our HOA has expired and they need documentation. During this time,XX/XX/XXXX, I have called numerous times, talked to several customer service reps, emailed these documents while on the phone and waited until they received the message and verified that they had my insurance documents. I have also emailed direct to the company, requesting confirmation and requesting that their insurance purchased on my behalf, be cancelled and my escrow not billed. I have also faxed all documents to them on XX/XX/XXXX, and XX/XX/XXXX. We have no direct line to contact the company to talk with a person in charge or the insurance department. The only number provide is XXXX or fax XXXX. Each direct call is with a different customer service rep and then I need to explain the whole issue from the beginning. I have provided all HOA and personal insurance documents since XX/XX/XXXX feel these people are not taking care of their customers, and recording information correctly. I feel this is an insurance scam, to purchase policies, charge our escrow, hoping people will not notice, and some insurance company will make money from this. If not insurance scam, then very bad service, and company process and handling of customers documents.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NE
Zip: 68046
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to my house under appraising I was required to borrow greater than 80 % of my home 's value for my mortgage, in XX/XX/XXXX. Because of this, I had a monthly mortgage insurance payment of {$61.00}. Approximately one and a half years into the mortgage, I reached out to my lender, new rez, and asked how I would be able to have the insurance payment removed. They advised that if I were to pay {$400.00} for a new appraisal, and if my new appraisal demonstrated an LTV of less than 80 %, they will be able to remove the monthly insurance payment. I did the new appraisal in XX/XX/XXXX, which demonstrated a current LTV of 76 %. However my lender did not remove the monthly insurance payment, stating that it did not matter what the new LTV was, rather what the original LTV was, which was greater than 80 %. I explained that if that were the case, there was no point in doing a new appraisal, as there was no way to go back in time and lower the original LTV at the time of the loan orgination. I spoke several times to different customer service reps and explained that this was unfair as I was given incorrect information. I would never have paid the {$400.00} fee to do a new appraisal if there was no benefit of doing the appraisal if there was no chance to remove the monthly insurance payment. I contested the appraisal fee with my credit card company as I felt that this appraisal was done under false pretenses. However my lender added the fee onto my monthly mortgage payments and ultimately help me responsible for that fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33431
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We filed a complaint previously ( in XXXX ) with CFPB : the issue was that we were paying Shellpoint via ACH regularly with no problem and then all of a sudden in XXXX they stopped posting our payments. We had proof the payments were made on time every month and the ACH went from my bank to Shellpoint. After the CFPB complaint was submitted, Shellpoint all of a sudden " found '' and properly applied the 3 months of mortgage payments they insisted were not paid but we were able to proved had arrived on time- they simply are not allocating them. Shellpoint sent me a letter indicating they had properly applied all payments and removed all late fees and had notified all credit bureaus to remove any strikes to my credit as a result of Shellpoint 's errors. We thought this was corrected and continued to pay each month, on time. Every month. Since that initial 'correction ' Shellpoint made they have once again reverted to not applying my payments though they are absolutely being received via ACH. Shellpoint collections people call me constantly insisting my account is in arrears. It is not. It is IMPOSSIBLE to get to anyone at Shellpoint who can fix this issue- all the collections folks say there are no payments and we're in arrears. We are NOT. EVERY payment has been made well before the due date. I really need your help in getting to a person at Shellpoint who can fix this once and for all. It is THEIR system error entirely. Thanks for your help! XXXX XXXX
Company Response: Company disputes the facts presented in the complaint
State: NC
Zip: 28461
Submitted Via: Web
Date Sent: 2020-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage was transferred from Shellpoint Mortgage to XXXX XXXX. I received notice of the change in XX/XX/XXXX. I have made all of my payments on time to both companies. My credit score decreased anywhere from 17 to 20 points because Shellpoint Mortgage shows my account as being closed and not transferred. XXXX XXXX does not show up on my credit report at all. The information is inaccurate and needs to be updated. Date of Loan XX/XX/XXXX Date Loan was sold to new lender : XX/XX/XXXX Prior Loan Number ( shellpoint mortgage ) XXXX XXXX XXXX Loan Number XXXX My contact information is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OK XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74014
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I began an IRRRL in XX/XX/2020 with XXXX XXXX in XXXX, California. Following closing of my previous loan with XXXX XXXX Mortgage, I was to receive XXXX months without a payment. I left town to visit my sick father in XXXX ; my mail was forwarded to my father 's address. I received a mortgage statement from New Rez Mortgage stating that I owned for XX/XX/2020. I contacted my loan officer and informed him of this, then his boss. I never received the " promised '' amount from my escrow account. I found out later that New Rez used part of my escrow refund for some other purpose ; not acceptable. I contacted the XXXX XXXX XXXX in Florida, I advised something was a miss with my loan processing. According to my records, my escrow balance was {$980.00}, but only received {$280.00}. It appears that while my XXXX loan was processing, my lender sold it to New Rez ; I was never made aware of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 897XX
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2006 my brother took out a loan against our house. I had no knowledge or did I sign anything to approve the loan. But XXXX and XXXX XXXX XXXX went around the law and issued the loan ( I have proof from a title company that they knew there was a 2nd party on the title and they just took me off title ). Needless to say my brother defaulted on the loan. I fought for 3 years for this even tried to get a modification on his loan but I got no paperwork saying they rejected the modification just a call from an attorney that they said no. I have spent lots of time and money to fix this and in the end we paid to catch up the loan and the foreclosure was dismissed. I am refinancing the house now and since XXXX went bankrupt a new company took over the loan. They are trying to charge us again for the legal fees that were already paid. I showed then the proof and once again so sorry but no. This is a difficult situation made worse by XXXX, XXXX XXXX XXXX and Shellpoint mortgage. I have sent numerous e-mails and it went on def ears. They all have done illegal things and I find it horrible. I was lucky enough to be able to save my home but I am sure there are others who found themselves in the same situation that lost their homes. They all should be responsible for their actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A