Date Received: 2020-07-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In the midst of COVID-19, I never completed a forbearance application from New Rez at Shellpoint Mortgage Servicing which they processed anyway even though I called to tell them I did not agree to this and have been making all my monthly mortgage payments. It now appears on my credit report which is keeping me from refinancing my house at a great low rate until it gets corrected and shows that my mortgage loan is not in forbearance. It has been almost 2 weeks since initially contacting New Rez when my refi loan officer told me they could not process my loan until this credit report information was corrected by New Rez. I have taken notes and talked with a number of representatives but keep getting the run around. I have tried to follow their recommendations and emailed the XXXX XXXX XXXX and called and emailed the " authorized point of contact '' person but have been completely ignored by them. I do not want to lose this low interest rate refi loan opportunity and 2 weeks is plenty of time for their error to be corrected. I want this corrected by them immediately!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92056
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a Notice of Servicing Transfer from XXXX XXXX XXXX on XX/XX/2020, notifying me that future mortgage payments should be made to Shellpoint Mortgage Servicing. On XX/XX/2020, my mortgage payment of {$4500.00} was tendered to, and accepted by, Shellpoint. Since that date, Shellpoint has refused to credit my account with the payment. I have called, engaged in an online chat and sent six ( 6 ) emails with proof of payment to the company. However, they will not apply my payment and now show my account in arrears. In addition, Shellpoint has now contacted XXXX claiming that our payment has not been made. I am at a loss. Shellpoint has been absolutely unprofessional, unethical and unhelpful regarding this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33606
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a new customer with Shellpoint Mortgage currently with XXXX. The last couple of months I have notice a charge on my account for PROOERTY INSPECTION DISBURSEMENT for XXXX dollars. I have currently caught up but was behind on my mortgage payment. This amount I was told is to verify I stay in the home to protectect the investor. This is a predatory fee to keep the consumer paying. In lew of late fees and I want my money back. I paid 7 months x XXXX $
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77053
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are attempting to refinance our mortgage. Our new mortgage lender has tried 3x sending an authorized letter requesting the mortgage payoff amount one a week since XXXX. To date Shellpoint mortgage and the underwriter of our mortgage has yet to respond to the payoff letter locking us into higher monthly payments for the last 2 months totaling over {$1500.00}. We are being held hostage to this company and it is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2020-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted a request for Late fee removal. I received Shellpoint Inquiry response On XX/XX/XXXX. I responded to the Shellpoint that I wanted data entries checked for XX/XX/XXXX and XX/XX/XXXX I assume the data entry dates were incorrectly input. I believe thats were the error occurred. There are no data inputs for XX/XX/XXXX or XX/XX/XXXX. In mid XXXX we received another letter stating her loan was delinquent. I called the XXXX number on the letter. I spoke to XXXX. I did not get his last name. But at the end of our 1 hour + call I asked him his name because of how awesome he was to take the time and really look at the data entries from years in the past. Again XXXX was his name.He told me he could see a request in the system to review the data entries. So my above request to have data checked in XXXX and XXXX that is where XXXX started to see huge errors on the loanhist.rpt. XXXX told me he could see where someone it appeared to try to correct the errors. He could see farther back on the account than the report I had. XXXX said the loan amount changed by XXXX $ in 1 day. he went back as far as XXXX. He said there were more errors but that I needed to wait to get the results of the open request he saw. I never got results from that request. We received another packet warning of foreclosure. I think at a minimum the late fees should be removed. I cant see the data all the way back but maybe she is owed money that was lost in the huge data mistakes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46168
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to COVID 19, we took forbearance for 3 months and attempted to get on a deferred repayment plan. The company ( New Rez/ Shellpoint mortgage company ) has yet to be forthcoming on in communication if whether the repayment option selected was accepted or not. Constantly rerouted to voicemails and subject to robocalls and letters saying about how much is owed but no human interaction to help me the consumer know whether I'm approved or not. Furthermore I'm getting the feeling that time is being wasted for me to be in the potential of defaulting on my mortgage as it is almost 30 days and no feedback. Secondly, they have yet to disclose to me options available for the second property in terms of repayment plan options. I'm still unaware of what options are available to use for repayment and I'm just getting the runaround. I have never received one call as promised by the company during this whole forbearance and COVID period it has been very disappointing and eye-opening. I honestly feel like someone is purposefully trying to get me to default and frame it as I was unwilling or not trying to pay. Lastly, their website to expedite things and fill out additional forms to get faster service has not worked very poor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10303
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Recently the monthly mortgage payment that I am responsible for paying, and have been paying for ~20 years, was transferred to a new company. XXXX was the old company and Shellpoint Mortgage is the new company. Since then, every month ( except for the first month they took over billing, XXXX XXXX ) the bill arrives 25-35 days late ... arriving so late this month that I just paid my XXXX bill -- -which was due XX/XX/XXXX -- -- today ( XX/XX/XXXX ) over a month late, because I did not receive a billing statement until XX/XX/XXXX or XX/XX/XXXX -- -- nearly a month late, and now Shellpoint is unfairly charging me monthly late fees when it is completely their fault the payment is not being mailing in on time. In XXXX I paid my XX/XX/XXXX payment on XX/XX/XXXX ( because the billing statement was nearly a month late then too ) and I checked my bank account on XXXX or XXXX and the check had still not been cashed, it's like Shellpoint is holding up my payments so they can charge me late fees. Also, they have tried to sell me home insurance ; they claim I don't have insurance so my insurance agent faxed them proof of insurance via their fax number, and they sent me another letter again claiming I don't have home insurance. I just mailed them a paper copy of my homeowners insurance today and hopefully that will be the proof they are looking for. I feel like this company has a less than stellar reputation from what I've seen so far, but I would like to find out it's just an honest mistake on their part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been in verbal and written communication concerning an escrow issue on my property. History : XX/XX/XXXX - Shellpoint acquires and starts servicing my mortgage - I have no communication from Shellpoint - I reach out to Shellpoint to obtain my new account number to continue my automated payments - Shellpoint rep looks up my account, he shares with me my new account number and tells me the reason I haven't received any notices is Shellpoint has the wrong address on file - I find this very odd as Shellpoint has my mortgage details on a property that I have owned since XXXX, including insurance history from my HOA. My contact details ( phone numbers ( home and mobile ) and email address ) are also the same since XXXX, which are also on file with Shellpoint. - I confirm all details with the customer service rep - I continue my automated payments to this new mortgage company It should be noted, I have never had escrow assessed, an issue or late payment with any mortgage company that my loan has been moved to in the past. XXXX XXXX - I receive my first mortgage statement from Shellpoint ( it took 4 months to get one communication ) and notice there is an escrow fee {$63.00} - I call Shellpoint and speak to XXXX in customer service to figure this out as there had been no previous communication regarding additional fees - XXXX shares Shellpoint doesn't have any record of insurance on my property so they added it, hence the escrow fee - odd again - this property has always been insured. - I share the property is a condo and has always had insurance and when they acquired my mortgage those details were in my file but I am happy to provide the insurance details again - My condo association sends the copy of the insurance details to Shellpoint and me on the same day, XX/XX/XXXX - XXXX also asks me to send an email with details and a copy of the insurance to the loan servicing group, which I did on XX/XX/XXXX as well. - XX/XX/XXXX - I receive a letter that Shellpoint is investigating and will get back to me XX/XX/XXXX - I receive another letter from Shellpoint that " due to the complex nature of the matter they request additional time to fully respond to my inquiry '' - I am still making all of my automated payments ( not including escrow ) - I resend my original email with copies of insurance again to help clarify this " complex '' issue for Shellpoint XX/XX/XXXX - I receive an email from Shellpoint titled " Final Response '' on XX/XX/XXXX - I have several issues with this letter - Date of initial inquiry was XXXX not XXXX ( not a big deal but is another example of the confusion at Shellpoint ) - Shellpoint has mishandled this whole transfer of ownership - Now, I am being asked to reimburse Shellpoint for their mishandling/confusion = {$750.00} for Lender placed insurance ( LPI ) - I believe this whole escrow business is a scam that Shellpoint is pulling on all mortgages they have acquired - millions of dollars from newly acquired " already insured '' properties by not communicating with the property owners they need new proof insurance. Telling me they had the wrong address in their system from a company that holds your mortgage? No phone call or email?? - Property owners should be alerted if new proof of insurance is required and given a time period to respond before LPI/escrow is attached. - I was not alerted or contacted in any way that Shellpoint needed new proof of insurance. - I followed up with Shellpoint. My HOA complied the same day and I followed up with the same details on the same day XX/XX/XXXX that we were notified new proof of insurance was needed. I have asked Shellpoint to have the {$750.00} fees be removed from my account and in the future be notified by any of the contact methods on file when an updated insurance certificate is needed. I reached out to Shellpoint via email sharing the above details on XX/XX/XXXX and have had no response from them. I shared the above details in a written letter to Shellpoint via a certified letter on XX/XX/XXXX and have had no response from them. # XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2020-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-18
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: NewRez, is the company my complaint is directed towards. They have not paid my second Property Tax installment for the 2020 calendar year. They made a payment in the wrong amount to the XXXX of XXXX. Because it was the wrong amount the city never received it and has no record of the bill being paid. I received a letter in the mail informing me that the payment was due. I reached out via phone to new Rez and they assured me that it was paid. they showed me a page on the website where it showed a payment being made, the wrong amount. I have called them several times ( 5+ ) in the last week to get this fixed. I am told the department i need does not have a phone number and i need to email them to get it fixed. I have sent several emails again over 5 and i got a response saying it was paid. Which i then contacted the City of XXXX to confirm and they still assured me they have not received payment. I am in the process of refinancing and need this paid before the refinance is complete, or before the city puts a lien on my house for not paying my taxes.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2020-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried to contact Shellpoint Loan Servicing Mortgage Company on/around XX/XX/2020 to request an additional extension for a forbearance, emphasizing the importance that i would like my payments added to the end of my loan from my first request. I was informed by the first representative that all payments are due in one large sum once the forbearance is over. By the fourth representative and the constant change in stories and whats required on XX/XX/2020 after inquiring why payments were not added at the end of my loan and why they are asking for a balloon payment and in addition what happened to my second request of an extension. Its been 45 days and i have yet received a response regarding approval for my second extension nor a letter regarding my XX/XX/2020 payment. The fourth representative inquired about completing a hardship letter, my bank statements and where will i get money from to pay the bill since i did not receive any money from XX/XX/2020 til XX/XX/2020. I also complained that i am unable to access my account online. Why haven't this information been required before? In addition to my concern that i did not receive anything in writing stating my payments will be added at the end of my loan to avoid a one large sum payment, my representative is never available and i was told i can not change her, I received a foreclosure notice and my account number was attached to a man with a different address. I am concern that predatory lending/ fraud is occurring where they tell people there is help but if they cant pay they will foreclose on people homes. When i agreed to forbearance/ push my loan to the end, i read all the government information and requested the assistance accordingly. Please advise how i can obtain something in writing and ensure my loan payments is applied to the end of my loan and avoid request of one large balloon payment.
Company Response: Company can't verify or dispute the facts in the complaint
State: PA
Zip: 19027
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A