SHELLPOINT PARTNERS, LLC


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"Products" offered by SHELLPOINT PARTNERS, LLC with at least one, but usually more complaints:

Bank account or service - Other bank product/service
Checking or savings account - Checking account
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Title loan
Credit card or prepaid card - General-purpose credit card or charge card
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Credit card debt
Debt collection - I do not know
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt or credit management - Mortgage modification or foreclosure avoid
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Manufactured home loan
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - USDA mortgage
Mortgage - VA mortgage
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, or personal loan - Title loan
Payday loan, title loan, personal loan, or advance loan - Personal line of credit
Payday loan, title loan, personal loan, or advance loan - Title loan
Vehicle loan or lease - Loan

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Complaint ID: 3707485

Date Received: 2020-06-20

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Until XX/XX/XXXX, my mortgage was serviced by XXXX. I paid my mortgage monthly through my online account. In XXXX, XXXX dissolved and I was unable to access my account online, and I didn't know to who or where it went. I did not receive any information until the end of XX/XX/XXXX. I have tried to create my online account through NewRez and Shellpoint ( it is not clear where my account currently resides ) to bring my account current. I am not able to access my account online through NewRez or Shellpoint. My account manager does not return my phone calls and emails, my account manager does not return the State of Montana 's phone calls and emails ( I qualified for covid mortgage assistance, and the State of MT is attempting to submit payments ), I can not access my account online to pay my monthly payment, and I am getting very concerned about how my account is being handled.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: MT

Zip: 597XX

Submitted Via: Web

Date Sent: 2020-06-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3707403

Date Received: 2020-06-19

Issue: Struggling to pay mortgage

Subissue:

Consumer Complaint: I was unemployed due to covid 19 hardship and now am facing hardship with my mortgage payments. I'm also considered high risk with XXXX XXXX that could make me very XXXX if i end up getting XXXX XXXX which makes it harder. XX/XX/20 I called shellpoint to ask to give me 180 days of forbearance under the CARES ACT with an option for another 180 days. but they were clueless and were asking for bank statements ( which they shouldn't have ). Please HELP

Company Response: Company believes it acted appropriately as authorized by contract or law

State: CA

Zip: 95762

Submitted Via: Web

Date Sent: 2020-06-19

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3705798

Date Received: 2020-06-18

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Mortgage servicer NewRez mortgage LLC. allowed my homeowners insurance to lapse for non payment i have contacted them by phone to notify them to no avail my date of coverage voidance was XX/XX/2020 according to the notice i received today. they want me to do all of the leg work to rectify their mistake. my mortgage and escrow accounts are current and have sufficient funds to cover debt.

Company Response: Company believes the complaint is the result of a misunderstanding

State: NC

Zip: 27909

Submitted Via: Web

Date Sent: 2020-06-18

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3705669

Date Received: 2020-06-18

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I am reporting this company for mortgage fraud after months of patience, trying to work with them, and having them fraudulently draft money that wasn't owed from my account, lying to me, and making changes to my account without my authorization or knowledge. In the middle of a pandemic/recession, with my wife out of a job and my tenant unable to pay rent, this company has repeatedly XXXX us over to the tune of thousands of dollars. My issues have not been resolved despite countless emails and hours on the phone. Luckily, I am in a situation where I will be fine financially, but I am worried for other consumers who are on more of a shoestring budget or not as financially literate as I am. Specifically, NewRez first overpaid my property taxes by thousands of dollars. The company then tripled my monthly escrow draft, increasing it by ~ $ XXXX/month based on their inflated estimation of my property taxes for the following year and a shortage. All during a pandemic/recession and right as my wife lost her job due to COVID-19 and my tenant became unable to pay rent for similar reasons. For the month of XXXX, I was completely unable to contact the company. They did not respond to emails or the contact form on their website, and when I called any of the numbers I could find for them, it came back as disconnected or unavailable. It took several months and many hours of my time on the phone and via email to get them to finally update their estimation of the next year 's property taxes, after which they still didn't update my escrow payments. During this time the company also put me on a forbearance plan, which I did not ask for. They canceled my autopay against my will. Finally, they agreed to cancel my escrow account and allow me to pay my own home insurance and property taxes. However, this process has now dragged on for over a month. Despite repeated promises from the company 's agents that my escrow would be canceled and I would " receive my escrow disbursement within 7-10 days '', the company apparently canceled my request to cancel my escrow without any notification to me. The stated reason is that I needed to pay back an escrow shortage, despite the fact my escrow account has a positive balance. So NewRez was asking me to wire them thousands of dollars so that they could close my escrow account and wire back my money, tying up even more of my money in what would surely amount to months more time. During this process, NewRez once again put me on a forbearance plan and canceled my autopay without my authorization or request. When you boil it all down, NewRez has repeatedly drafted money from my account based on faulty numbers and not following through on its own promises and continues to lie and misrepresent the situation to me, while taking money out of my account that by the company 's own account, should not be taken out. The customer service has been so poor, I wouldn't even call it customer service. While I certainly am upset for my own rights, money, and the egregious amount of time I've had to waste with this sorry excuse for a company, I am more concerned for other consumers who are less financially literate and less able to withstand the fraudulent drafting of nearly $ XXXX/month of extra money from their account in the middle of a pandemic/recession. This isn't a complicated business. I've done the math for them and tried to help them resolve this. No company this incompetent should be allowed to stay in business, for the safety of consumers.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TX

Zip: 77009

Submitted Via: Web

Date Sent: 2020-06-18

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3705467

Date Received: 2020-06-18

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue:

Consumer Complaint: NewRez mortgage company currently has a loan on one of my 4 properties that is a rental house ( my other 3 properties are free and clear ). They agreed to give me a 2.75 fixed 15 year mortgage on my primary residence and paying off the loan on my rental property ( essentially moving the loan from one property to another. I provided any and all documentation needed and requested AND got loan approval then all of a sudden they suddenly denied me because I listed one of my other paid for properties for sale on the MLS that had renters in it ( continually paying their rent ) just to test the market and possibly do a 1031 exchange into 2 other rentals at some point. I was NEVER told prior to this that I could not do that. It in NO way affected my inc9me or ability to pay the new mortgage. In fact my net worth is over {>= $1,000,000} and I was ONLY getting a {$300000.00} loan on my primary that is worth over {$750000.00}! This was a VERY easy loan to approve. I have felt consistently during the process that the lender regretted locking me in that rate because it they would lose money ( since the current loan is ALSO its them at a much higher interest rate ). WE WERE APPROVED AND LOCKED IN and the title company had even contacted me to set up the mobile notary to sign the final paperwork! This is a CLEAR violation of RESPA and Truth in Lending ( I am a XXXX XXXX XXXX ).

Company Response:

State: CA

Zip: 93420

Submitted Via: Web

Date Sent: 2020-06-18

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3705113

Date Received: 2020-06-18

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My husband and I have been tying to get our PMI removed since XXXX of XXXX we contacted Shellpoint customer service to request that our PMI be removed. We were informed that they would mail us the requirements and a form that we would have to fill out in order to get the process started. After several weeks of not receiving such information I called back again and made the same request. The customer service agent apologized and said that they would get it out to us right away. Again, several weeks pasts and no information. I called for the third time making the same request and asked if there was a standard turnaround time in which I should be receiving the information. The customer service agent looked in my file and did see the previous two request however he could not explain why I did not receive the information. He explained to me on the phone the requirements, which included that our mortgage had to be in good standing and that we would have to pay for an appraisal and our home would have to be at 80 % LTV or less in order to qualify. He informed me that he would have that information mailed out and he gave me a deadline date by which I should receive it. Thankfully, this time I did receive the information within the time frame and we filled out the required paperwork and mailed it back. On XX/XX/XXXX I received an email from XXXX XXXX from XXXX XXXX XXXX informing us that Shellpoint had put in an order for the appraisal on our home and requested that we call to make an upfront payment. On XX/XX/XXXX the appraisal was completed. I believe on XX/XX/XXXX I contacted Shellpoint to find out the status of the appraisal. The customer service agent that I spoke with informed me that my home had appraised at {$500000.00} bringing the LTV at 73.82 % which was below the required 80 %. He said that we now met the qualifications to have the PMI removed and that we would not have to pay PMI on our XXXX payment. He informed me that I could log into my account in the next few days and the information would be updated. He also said that he would email me the appraisal. The following week I checked my account and no information had been updated and I was still be charged PMI. I also had not received the email with the appraisal. Over the course of the next 4-5 days I called daily, waiting on hold about 40-60 minutes each time, and was told a variety of information. One agent told me that my appraisal had not been done, I insisted that they look again because it had been completed and I was given the appraisal information over the phone. After putting me on hold for a very long time she came back on the phone, informed me that she found the appraisal and she opened an PMI research case. She also said that she would email me the appraisal, which I never received. I called back the following day, informed the customer service agent of the situation, told them I never received the email of the appraisal and that I wanted my PMI removed. They also said that they would email me my appraisal, I never received it, they said the previous customer service agent used the wrong task and that it should have gone in as a PMI removal, not a PMI research. She also told me that I would not have to pay PMI on my XXXX bill and that a manager would call me. Yesterday, I called again looking got an update. This time I was told my request has been denied and that no one should have ever told me that my PMI would be removed. The customer service agent said that my PMI is based on my original purchase price and my original appraisal which made my LTV above the 80 %. That made no sense to me because why would I be required to have an appraisal done now if Shellpoint was only going off the original information?? Fast forward to to XX/XX/XXXX, we again requested that our PMI be removed since we now it 80 % LTV of the original purchase price. Shellpoint sent out an appraiser and again we met the qualifications. We have spoken to several different customer service reps over the last several days and they all tell us that we have been approved for PMI removal and that we will receive a letter in the mail. I also sent email requested the status on XX/XX/XXXX and XX/XX/XXXX and no responds.

Company Response: Company believes the complaint is the result of a misunderstanding

State: CT

Zip: 064XX

Submitted Via: Web

Date Sent: 2020-06-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3705071

Date Received: 2020-06-18

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My mortgage was sold from XXXX to Shell Point Mtg. I have not received any statements or requested documents in months. I'm trying to get this paid and they will not send me a statement or itemized bill. My records show a balance of {$34000.00} and they are saying its well over $ XXXX. Also, the online website for my account will not give me access. I have called several times with no assistance. This is borderline fraud. Please help with this.

Company Response: Company believes the complaint is the result of a misunderstanding

State: GA

Zip: 30114

Submitted Via: Web

Date Sent: 2020-06-18

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3704985

Date Received: 2020-06-18

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I have made bi weekly payment to my mortgage. I was advised that because the payments were made separately that a portion of the payment went to the principle balance, and the remaining went to an unappiled status. I informed the representative that I need to have both payments applied to the mortgage. I have made 5 calls to Shellpoint Mortgage LLC, each time I was advise this matter would be resolved. I am now receiving calls and emails that my mortgage is pastdue and late fees will be applied. I do not know what to do. I'm afraid of getting a credit hit. Please help me.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: FL

Zip: 325XX

Submitted Via: Web

Date Sent: 2020-06-18

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3704582

Date Received: 2020-06-18

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My loan was originally set up with XXXX XXXX. It has since been sold multiple times, finally ending up last year with NewRez/Shellpoint. My original paperwork shows that my interest rate is adjustable each year with a maximum of 1 % change per year and with a ceiling of 5 % of the initial rate. There is a 2 % margin over the 1Yr-CMT-Weekly index rounded to the nearest .125 %. Last year my rate was 4.375 % XXXX : 4.125 % XXXX : 3.125 % XXXX : 2.625 % XXXX : 2.250 % XXXX : 2.125 % This year NewRez/Shellpoint sens me a rate adjustment paper telling me that my rate will be 4.5 % because they have added a 4.5 % floor to my rate. So despite the index going down to 0.16 % they have RAISED my rate, because they have added their own floor to my interest rate that has NEVER been on my loan before.

Company Response: Company believes complaint is the result of an isolated error

State: IA

Zip: 526XX

Submitted Via: Web

Date Sent: 2020-06-18

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3704539

Date Received: 2020-06-18

Issue: Trouble during payment process

Subissue:

Consumer Complaint: We sold our house, and close on XX/XX/XXXX. I contacted New Rez to request a payoff statement. After about a week and a half, a few emails and phone calls, I finally Had them fax it to me. Theres now an option to get it online that wasnt there before. The first two people I spoke with at the loan servicing dept. between the end of XXXX and about XX/XX/XXXX, when I finally got my payoff statement, both told me that there was a {$3600.00} debit added to the payoff statement because the first county tax was sent on XX/XX/XXXX. I questioned them over and over again about why that amount wasnt taken out of my escrow that has close to {$6000.00} in it, and neither could answer. Neither one could give me any kind of verification or receipt that the first county real estate tax was paid. Last Monday, I got a hold of the county tax assessors office to try and get a receipt for the tax payment, but they said they have g received anything yet. I called New Rez again. and asked for verification that the county tax was paid, and now this rep, and her supervisor told me it was never sent. I first asked him to send it out, but he said itd take 7-10 days or longer for receipt verification from the tax office, so then I asked him not to send the tax payment it since it was too close to our XX/XX/XXXX house closing date to verify receipt with the tax office. He said he could make a request not to send the delinquent tax ( not actually due here until XX/XX/XXXX ), but he couldnt remove it from the payoff statement. I tried to explain the whole thing, and asked him again why it didnt come out of escrow, but he couldnt answer. So now, at closing I have to pay title company the first county tax of roughly {$3600.00}, and I have to also pay New Rez fhe same {$3600.00}. Thats an additional roughly {$8000.00} I have to come up with at closing when I shouldnt have to pay either because my escrow balance should have covered that tax. So New Rez is getting the {$3600.00}, just to give it back to me instead of just removing it from the payoff statement. Sounds a little questionable to me. My last bank screwed up my escrow and if took me months after we refinanced to get some of it back. Could you please look into their payoff and escrow handling, and also why the first county tax wasnt made on XX/XX/XXXX like it was last year? Its hard for me to believe that they cant remove the county debit from the payoff statement. Sounds fishy to me. At least Im not in a situation where I need the extra {$8000.00} right away.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: IL

Zip: 61350

Submitted Via: Web

Date Sent: 2020-06-18

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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