Date Received: 2020-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously submitted claim XXXX, but there is more information that I need to add than what I dictated over the phone. I had a mortgage with XXXX. When they went out of business I had no correspondence informing me of who had the mortgage. After calling several companies I stubbed across a tax document and found shellpoint mortgage servicing and called them and found out they held my mortgage. My initial call to them was the XXXX of XXXX. I spoke to a lady in customer service who took a telephone payment for 1 month of mortgage and told me to email XXXX XXXX, not proving a reason why. I emailed him ( email attached ) with no reply. I had charges of over {$9000.00} and legal fees. I did not want to pay any fees that I did not understand. I also had an escrow account set up that I did not authorize. I was able to create a shellpoint account and made a 2nd payment the XXXX of XXXX. I also wanted to start direct debits. In XXXX, I noticed I still didn't have a direct debit so I tried to log onto their website on multiple occasions and it didn't work. I called back to Shellpoint customer services on the XXXX of XXXX and made another payment over the phone. I called again the XXXX of XXXX because I was still struggling to use the online site, still did not understand the escrow or legal fees and I wanted to pay off some principal on the mortgage. At this point I was informed that my mortgage was in foreclosure which came as a total shock. Prior to Shellpoint picking it up, I held it with no issues since XXXX. The only correspondence I received from Shellpoint by mail was a statement dated XX/XX/XXXX. The fees were still not laid out or explained. I have since looked at the XXXX reviews and see a lot of other customers have faced the same issues. The people I speak to at Shellpoint are always friendly but I am not in a serious issue and feeling very distressed and I have received no real help from them and have no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To : Whom It May Concern From : XXXX XXXX XXXX XXXX : My Home Loan # XXXX with Shellpoint Mortgage Servicing, for XXXX XXXX XXXX XXXX, XXXX, WA XXXX My loan modification application was wrongfully and unfairly denied, due to discriminatory lending practices, used by Shellpoint Mortgage. I demand that an investigation be opened up, as to why they discriminated against me and mishandled my loan modification application and eventually wrongfully denied it. I demand that any legal proceedings against me from Shellpoint be stopped immediately. On XX/XX/20 I submitted my complete loan modification application to Shellpoint Mortgage On XX/XX/20 we received an email from Shellpoint, which said that the only missing documents we needed to provide were my 4506T form and a letter of explanation for a few deposits into my account. We had already provided my 4506T form before. On XX/XX/20, we provided them my 4506T form again, as well as the letters of explanation for the deposits, which were the only remaining items they said they needed. On XX/XX/20 a letter was sent to us from Shellpoint, saying they had received our documentation and were reviewing it. On XX/XX/20 another letter was sent to us from Shellpoint, saying that we needed to provide all of the same documentation, that we had already provided on XX/XX/20, including our whole application and paperwork that we had already filled out and signed and dated and provided to Shellpoint. On XX/XX/20 we sent Shellpoint an email asking them why they are asking us to provide all of the documentation all over again, when on XX/XX/20, they said all they needed was my 4506T and the letters on the deposits. On XX/XX/20 we finally heard back from Shellpoint and they said that we needed to provide them an updated P & L for my husband, a signed tax consent form from all 4 of the contributors and proof that my Father and Husband live in the house with me, by showing a utility bill with the home address in their names. On XX/XX/20 we emailed Shellpoint all of the documentation they requested on XX/XX/20. On XX/XX/20 we received an email from Shellpoint, which said that some of the documents have expired and they needed 3 updated bank statements on 3 of our accounts and my sons more recent paystubs. On XX/XX/20 we emailed Shellpoint all of the documents that they requested. On XX/XX/20 we received a letter from Shellpoint, saying that they had received our documents and were processing our application. On XX/XX/20 we received an email from Shellpoint, saying that our loan modification application had been denied due to the front end debt to income ration being out of range. Also, a loan modification would cause a payment increase, which would not help XXXX in her current situation. The only option at this point is to fully reinstate the account before any legal proceeding begin. A letter has been sent to the mailing address with all this information. We still have not received the denial letter. On XX/XX/20 we sent an email to Shellpoint asking them to provide the total income that was use in their determination, who the investor is on our loan and what protections I have, due to the fact that Im recovering from a serious illness in the middle of the Covid19 pandemic. On XX/XX/20 Shellpoint responded with the income amounts, but they were not correct. My family makes more than the amount they used. They also explained that the investor is XXXX XXXX. In response to the question on Covid 19 relief, Shellpoint said this, If XXXX XXXX XXXX is COVID affected, she can qualify for a three month forbearance plan. A forbearance is the simple postponement of payments for a specific period of time. All payments that are skipped are due at the end of the forbearance period. The Disaster Forbearance TEMPORARILY suspends the monthly mortgage payments during the length of Forbearance period, giving you time to recover from the impact of the natural disaster. If you are unable to reinstate the account by paying the total amount due at the end of the forbearance period, then you would need to apply for other loss mitigation retention options, like a repayment plan, deferment or a loan modification. Shellpoint has mishandled my application for a loan modification and they kept dragging me along, only to deny me at the last minute. I have been mistreated and discriminated against because Im a XXXX woman. The reason I applied for this modification, was because I was hospitalized in critical condition with a XXXX XXXX. Now Im getting better, thank God, but we are also in the middle of a pandemic with Covid19 and I am still undergoing treatment and therapy and have underlying medical conditions. They can not treat me this way. These are predatory and discriminatory lending practices. My loan modification application was wrongly denied and I want to open up an investigation on the mishandling of my loan modification application. I demand that any legal proceedings against me by Shellpoint Mortgage be stopped immediately. This is inhumane treatment of my family and I.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 a mortgage payment in the amount of {$760.00} : for mortgage payment {$700.00} plus {$59.00} for principal, was made to ShellPoint mortgage company. On XX/XX/2020 ShellPoint Mortgage servicing company withdrew Insurance premium disbursements {$490.00} from my escrow account. I have never had insurance premium disbursement withdrawn. I have homeowners insurance and the condominium complex has their own insurance for the condominium property. On XX/XX/2020, the ShellPoint mortgage company has the escrow balance showing to be {$1200.00} after the {$490.00} was withdrawn for the insurance premium disbursement. This is incorrect as my escrow balance should actually be {$1700.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2019 mortgage payment to XXXX was returned to me, At this point I received a statment from Shellpoint so I called Shellpoint they gave me a name and number to call along with an email address to send proof of payments. I called and left a message after send the proof of payment. The following week I received notification of an estate sale on my door. This was after I had already sent my statements proving that I had made payments from XX/XX/2019 thru XX/XX/2019. I have tried emailing, calling number listed on letter from Shellpoint and tried calling the number for the company that filed for the estate sale. The contact info from the letter was an invalid, got caught in the loop, the emails I sent got the standard notification stating they received an email from me but I never got a return call or email from anyone. The number for the company listed as the one filing the Estate sale had a message stating the number was not provisioned. I am afraid to even give them any money for fear of their inability to properly handle it. I have had my home for 24 years and I genuinely feel that they are robbing me of my home by their false allegations of not making payments when I have sent them proof of my payments. I can not help the fact that the bought my loan and was lied to by XXXX,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85120
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Servicing escrows for my insurance and property taxes. Shellpoint has been taking money to pay my property taxes, but has not done so. As a result, I received a Delinquent Tax Notice ( see attached ) from the city, which added on Interest owed as a result. I reached out to Shellpoint last week ; they said it would be addressed by the end of last week, however I just checked and the tax payment still remains outstanding. Shellpoint has caused other problems with my other mortgages that they service in the past, including where they were escrowing for insurance and did not pay for my insurance, then sending threatening notices about not having insurance paid on my property ( when they themselves are escrowing for it! ) There seems to be systemic issues at Shellpoint around escrowing and making proper payments. They unapologetically act in a reckless manner.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Multiple attempts have been made to resolve an issue regarding the escrow on the account and the forced insurance that would be placed resulting in an adjustment ( more money monthly ) in the payment. Since XX/XX/2020, documents regarding insurance information was faxed by myself, the homeowners association and the insurance provider. A letter was received from Shellpoint stating the issue was resolved as of XX/XX/2020. Fast forward to XX/XX/2020, the insurance placed on the escrow account was added resulting in an additional {$37.00} per month. Calls to Shellpoint seem to go unresolved with the latest XX/XX/2020 with a XXXX XXXX, XX/XX/2020 a XXXX and the last one with a XXXX XXXX XX/XX/2020. All customer representatives have apologized and have given various responses to why things have not resolved all conflicting the last representatives information. The last call I was informed things did not escalate however a payment can be made over the phone and Shellpoint could manually place the previous payment back on the account. If more information needed/required, please advise. Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the coming year the interest rate went down and principal and interest decreased. I am not understanding why the escrow amount the company wants to charge me more than doubled. Can you look into this? It feels a bit like extortion.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have water damage in my home XXXX I called XXXX they put my family and I up in a hotel, I was in the beginning of the COIVID 19. XXXX send a check to have my kitchen and wash area redone we have no running water.. everyone in my household was out of work. XXXX send a check out immediately. The check was endorsed with my name and shell point mortgage name. I reached out to shell point mortgage, they informed me to endorsed the check and send it to them. This was back on for XX/XX/2020. Since this incident I been going back and forth with Shellpoint Mortgage, still no check ... we had to pay out of pocket to get our home fixed,, we sent numerous pictures regarding this still no funds.. XXXX did their part they was extremely wonderful and very helpful dont want this world crisis ( COVID-19 ) .. today is XX/XX/2020. Still waiting on shell point to send a check that XXXX already provided.. Shell XXXX is a horrible company they dont take pride in their customers very rude and not easy to work with. I get the E for services if you can help me with this matter I greatly appreciate it XXXX XXXX XXXX XXXX XXXX I completed the work in my home ourselves
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20886
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lenders changed hands from XXXX to New REz in XX/XX/XXXX & XX/XX/XXXX, which in XXXX of XXXX I requested from XXXX to go into a 3 mos. forbearance, which they granted. But once new information from New Rez arrived there were no such offers extended. So made XXXX payment, which was suppose to cover XXXX & XXXX. But they applied it directly to XXXX. So when I called in XXXX to make another payment & discuss the issue with my statement -- New Rez switched me around & said they found the forbearance & took my payment, which was suppose to cover XXXX. But XXXX statement came with no such honoring of the deferred payments. Then the pandemic in PA in the 2nd week of XXXX. And now the New Rez is filing for Foreclosure, which still has funds in escrow that have not been applied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15221
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, this is the third complaint I have had to make to the CFPB regarding the handling of my Escrow Account by our servicer, NewRez. I have attempted to work this out with the company numerous times, however they only seem to respond to a CFPB complaint. My first complaints are CFPB Complaint Number XXXX. At the time it wass determined that there was a missed payment from our hazard insurance company which caused a shortage in my escrow account. I spent the next 12 months paying additional payments to make up for that shortage. However, once again in XXXX my Escrow account showed a " shortage ''. NewRez never responded to my numerous attempts to contact them about this which led to the second complaint regarding this issue - CFPB Complaint Number XXXX. This time the response from NewRez ( again, they only responded after receiving another CFPB complaint ) was the shortage was due to a miscalculation of my Hazard Insurance premiums. As a result of their response, I performed my own audit of my Escrow account as per the analysis they provided. I came up with inconsistencies between what they reported and what actually happened. I responded via email to the email address provided in their response ( XXXX ) on XX/XX/XXXX to attempt to discuss my findings. I am including a scan of this email for your review. NewRez has now claimed that this is not an increase this year but a carryover from a previous year 's oversight. However, the math does not add up. As per my first complaint, there was a shortage of {$3200.00}. The missing check from my Hazard Insurance company was eventually credited to my Escrow account on XX/XX/XXXX in the amount of {$1500.00}. That would leave a difference of {$2000.00}. That amount spread across 12 months should have been {$170.00}. My original Mortgage payment was {$2200.00}, and with the additional shortage should have been {$2400.00}. My actual payment for 12 months effective XXXX of XXXX was {$2400.00}. The shortage that occurred was for {$18.00} per month, for a total of {$220.00} spread out across all 12 month payments. This is drastically less than the {$2000.00} they claim is owed. Furthermore, in addition to the contradictory response ( on one hand they are saying that the shortage was a carryover from a previouys year, and the other hand they are telling me the shortage is due to an incporrect amount being paid to my hazard insurance company. ) In reality, NewRez OVERPAID my Hazard insurance, resulting in XXXX XXXX issuing a refund check to NewRez in the amount of {$86.00} on XX/XX/XXXX. By my calculations, with figures provided directly from my Hazard Insurance company as well as my most recent escrow analysis my PMI monthly payment is {$350.00}, Hazard Insurance is {$230.00}, and Property Taxes are {$200.00}. This brings my total monthly escrow payment to {$800.00} even. Added to the {$1600.00} for my P & I payment it brings my total monthly payment to {$2400.00}. If you add the {$18.00} per month increase due to the shortager this brings my total monthly payment to {$2400.00}. However, according to the figures and their report, they claim my payment is {$2500.00}. All I want to do is pay my mortgage. I never had this issue with my original servicer, and for the life of me, I can't seem, to make the figures they send to me add up to what they say I owe. I attempted to follow-up with them again via email on XX/XX/XXXX again with no response.
Company Response: Company disputes the facts presented in the complaint
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A