Date Received: 2020-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Note : Some of the preceding questions on CFPB online application to submit a complaint are not specific enough so I just answered them to be able to move forward to this page ... ..This second complaint is a follow up to the first complaint that I already received a response from the mortgage company. Dear Compliance and or Mortgage servicing department of Shellpoint mortgage : I have attempted to call SPOC twice and left my information however nobody has returned my call after waiting over a weeks time even though the voice prompter circle of futility says someone will call back within " 24-48 hours ''. My question is very simple if someone can confirm and respond back to me IN WRITING. If I were to resume regular monthly mortgage payments starting in XX/XX/2020 ( which will be after the 90 day forbearance period ) will : 1 ) Will my payment be the same as before which is {$2200.00} give or take? 2 ) What happens to the 90 days of forbearance amounts from XXXX, XXXX and XXXX? Are they just added to back-end of loan? If so, please state this in your written return response to me at email address :
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66213
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It seems awfully convenient for Shellpoint Mortgage to never be able to access their online payment system ( which is supposedly a free processing cost )? If you use their phone system it is an additional {$5.00} charge, if you must go through one of their " customer service '' agents it's a {$15.00} charge. So needless to say if the online system NEVER WORKS the customer always must pay the {$5.00} or {$15.00} charge every month? How convenient??? Please you try, I've spent hours equal to days while trying to get into it.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing is charging me for fees such as escrow, late, penalties, hazard insurance, etc. without providing a detailed explanation of the fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinanced my home on XX/XX/20 with New Rez LLC/PHH ... decided to refinance with them because they XXXX currently held my mortgage loan ... thinking that most of the fees of the refinance that would be charged, would be waived or not needed because of they currently hold my mortgage loan. However they charged me extra fees for my taxes and insurances.PHH has contacted me to say that my loan with them is not paid off because there are insurance fees that are needed to be paid first.So I contacted XXXX XXXX, loan processor with New Rez He stated that XXXX XXXX ( my homeowners insurance co. ) had been paid twice. But XXXX is asking me to send monies to the title company to finish this refinance. But if they collected all the fees for taxes and insurance and XXXX was paid twice, that sounds like they owe me monies. I have contacted XXXX several times through email to straightened this issue out also to ask for ALL of my signed paperwork which I was promised after the signing but have not received as of yet
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2020-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing or XXXX. My mortgage was due to mature on XX/XX/XXXX. I asked several times for the procedure and what to expect. However, all I got was some confusing responses. I ended up getting a payoff amount from their website and making the final payment on XX/XX/XXXX. They had no problem taking my money but for some reason the website says un-applied payment. Plus it shows I still have a balance. I sent them another email but I have yet to receive a response. Finally, their website says I have a payment due XX/XX/XXXX. I don't want to be penalized or anything because I already paid off my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49424
Submitted Via: Web
Date Sent: 2020-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC took over my mortgage with the first payment being due on XXXX XXXX 2020. I made a XXXX payment on XXXX XXXX 2020 and a XXXX payment on XX/XX/2020 which is more than my payment. They applied both those payments to principal only and not to the XX/XX/XXXX payment. I have called 6 times and spoke to 6 different people who have sworn up and down that they have escalated the complaint and it would be fixed in 48-72 hours. I have been calling since XXXX XXXX 2020 and it still has not been taken care of. As of Monday XXXX XXXX 2020 it is going to indicate that my XXXX payment is late and they will charge late fees. Then XXXX XXXX 2020 they will report my mortgage as 30 days late which it is not. I paid in advance and I can not get them to correct this problem.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 85340
Submitted Via: Web
Date Sent: 2020-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I have attempted to rectify an issue with Shellpoint Mortgage where they inaccurately reported my mortgage payments for XXXX and XXXX to be late. After five months if contacting Shellpoint regarding the matter, my credit was updated to reflect no missed payments. However, Shellpoint failed to provide appropriate documentation to have a XXXX XXXX and XXXX XXXX to update my accounts to have my credit cards restored which was terminated or lowered due to the inaccurate report. I have filed a report with The CFPB nd XXXX which got them to fix my credit, but that was half the battle. The second part s the appropriate documentation to submit to XXXX and XXXX XXXX to restore my outstanding credit. Please see attempts below to resolve with Shellpoint. Email to President XXXX XXXX and Compliance Manager XXXX XXXX XX/XX/XXXX : Good afternoon all, Under advisement from an attorney who advised me to allow more time for Shellpoint to respond with corrections from a simple mistake, but you guys have failed to do so. Before involving the legal system, I have been advised to take measured steps as required by law to resolve the issue with Shellpoint. I received a letter from Ms. XXXX on XX/XX/XXXX, that still placed the blame on me, stating that if this happens again, Shellpoint will not be willing to take the necessary steps to correct the issue ( AGAIN, I HAD NO CONTROL OR FAULT IN A CODE THAT WAS PLACED IN YOUR SYSTEM ), and it also indicated that my account was late for XXXX. Again, one if those issues where I have no control in when Shellpoint sets up bi-weekly payments. I am currently working with XXXX XXXX, Human Relations/Fair Housing XXXX County in filing a complaint against Shellpoint Mortgage for failing to correct such a simple error and destroying my credit. I am also contacting a local advocate, XXXX XXXX, and her advocacy group called, XXXX XXXX XXXX, and plan to submit my evidence to the local media to investigate if there are others who are getting the same treatment from Shellpoint as myself. If the report to the XXXX, CFPB, multiple phone calls and emails to Shellpoint and Mr. XXXX, report to fair housing, negative reviews on social media, and potential media coverage, I will have made my case to secure legal and punitive actions against XXXX XXXX and Shellpoint Mortgage. Please respond to this email in a timely and appropriate manner. I received an email from Ms. XXXX regarding this issue. In the email from Ms. XXXX dated XX/XX/XXXX, I rejected her findings in the letter, and she has failed to respond. Please see the attached letter from Ms. XXXX, and I will itemize below the changes to the letter that I requested. Ms. XXXX indicates the Following : " Please take note that our transaction records indicate that the payment was rejected due to an error code of Customer Advised Not Authorized '' and should same error occur, fees will not be waived, and credit reporting will not be adjusted. '' -I XXXXXXXX XXXX XXXX had no responsibility in the system being coded in that manner and I am requesting an investigation into how this happened. As of this correspondence, the account is past due XX/XX/XXXX for {$1000.00} -I XXXX XXXX is requesting that a new letter be drafted and this be removed as I indicated to Ms. XXXX that this is inaccurate information and requested that this be updated nor removed in a new letter. I feel that this was a smear still against the customer. I have to submit this information to XXXX XXXX and XXXX XXXX, which indicates that I am still delinquent in my responsibilities. Not sure if she is upset in correcting this issue or if she is upset for some other reason. Nonetheless, this was not necessary to be included in the letter. Ms. XXXX goes on to say : " Although we apologize for any inconvenience. New Rez has determined there have been no errors in the servicing of this loan. You have a right to request documentation supporting this determination ''. -I XXXX XXXX would like to request any evidence that supports that Shellpoint Mortgage did not error in servicing the loan. I would also like evidence that I contacted Shellpoint to unauthorize the payments. Please provide any written or verbal communication from me to Shellpoint making the request, and any verbal or written communication from the employee who made the changes. Kind regards, XXXX XXXX XXXX Communication from Ms. XXXX to me and my response below on XX/XX/XXXX. Ms. XXXX has failed to respond to my request. The attachment is what she sent me and has been attached to the complaint. Account Inquiry Response XXXX, XXXX to me 7 days agoDetails You have received 2 files. Use the secure links below to download. XXXX XXXX Regulatory Correspondence Specialist Compliance Homeowner Advocacy Shellpoint Mortgage Servicing ( P ) XXXX ( F ) XXXX XXXX Download Files Available until : XXXX XX/XX/XXXX Download File : XXXX ( XXXX ) .pdf 210.88 KBytes, Download File : XXXX ( CFPB ) .pdf 211.38 KBytes, XXXX XXXX XXXX Hide details To : XXXX XXXX XXXX XXXX Date XXXX XX/XX/XXXX, XXXX XXXX Ms. XXXX, XXXX have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. This letter still lays the blame on the customer in the accusation that I contacted Shellpoint Mortgage to unauthorized the payment. It further states that if this happens again that Shellpoint will not update credit or remove NSF fee. This is beyond my control and I will not accept this as an appropriate resolution to this matter. Furthermore, when I submit this to letter to both XXXX and XXXX, it indicates that I have failed to pay my mortgage for XXXX on time and making my account appear to not be in good standing as it always has been. In order to resolve this issue please update the letter to not indicate fault of the customer, that my account is in good standing and not late because I don't control when Shellpoint Mortgage set up the biweekly plan. This letter should also indicate that Shellpoint Mortgage will indeed work with the customer to resolve this issue in a timely manner should this occur again. Regards, XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: SC
Zip: 29650
Submitted Via: Web
Date Sent: 2020-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: About a year ago I refinanced my single family home and the mortgage ended up with New Rez/Shellpoint -- XXXXmy house appraised at $ XXXX and my current loan balance is {$200000.00} which puts it at a 79.99 % LTV -- -Per XXXX XXXX guidelines I initiated a PMI removal request. I received a denial letter that stated -- '' Although its been 2 years since your mortgage loan closed '' they can not remove my PMI. " Because your property 's value has not increased, your property 's LTV ( Loan to Value ) ratio has not decreased to 70 % or less-which is what's required to cancel PMI on a XXXX backed loan as a result of home improvements or property-value increases ''. This is just false information they are submitting to their clients. I have supporting documents
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08234
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I contracted the XXXX XXXX in early XXXX my wife unfortunately XXXX XXXX XXXX. I was XXXX for XXXX XXXX and once I recovered I contacted Shellpoint Mortgage Company to let them know that I wanted to apply for forbearance due to hardship. My wife and I were on social security so I no longer have her income to help with the mortgage. I spoke with a XXXX XXXX at Shellpoint who was to submit a forbearance request for XXXX months XXXX, XXXX, and XXXX. I also discussed the options I wanted to know I had if I chosed to give up the property. The said he was gon na submit the forbearance paperwork and email me information re the different option available to me if I chosed to sell the property. He was to have an appraisal done on the property weeks ago and scheduled a call with me on XX/XX/2020 @ XXXX. I have not heard anything back from the Shellpoint Rep XXXX XXXX, he doesn't respond to emails on left voicemail messages. I have spoken to other Reps who basically give me the same run around as XXXX XXXX XXXX. has. There customer service is the worse I have ever experience in my life the unprofessionalism is otherworldly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60639
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XXXX mortgage statement Amount Due was XXXX with a due date of XX/XX/2020 I paid that amount on XXXX/XXXX/2020 in addition my statement showed a unapplied partial payment of XXXX which was a payment of my escrow shortfall made on XXXX/XXXX/2020 added together added up to my regular monthly payment of XXXX, on XXXX XXXX,2020 Shellpoint reported my account 30 days late which impacted my XXXX score by XXXX points. I am attaching all pertinent documents to prove my case.I was told by there representative XXXX XXXX there was nothing she could do about correcting the situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2020-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A