Date Received: 2020-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have the monthly payment of XXXX + XXXX going to principal only. This is set up on a military allotment and has been for some time. I have attached the pay statements that show the money leaving my pay each month for the last several months. When XXXX/XXXX went bankrupt and Shellpoint took the mortgage in XXXX I attempted to change the allotment code to Shellpoint 's code but not a single person out of approxiamately 15 people that I spoke with knew what I was talking about. My latest mortgage statement reflects that I have delinquent payments that are keeping me from buying a home. I have spoken with numerous people over the course of 13 days and never accomplished anything. I was told that I would be called back and never received a call. I have attempted to provide the trace numbers for the payments but Shellpoint said they couldn't do anything with them. XXXX XXXX XXXX XXXX can not pull the money back once it has gone to the corporation it was allotted to, it must be returned by the company. At this point none of the monies have been returned and have not been paid to my account either. I paid above and beyond to get my account current to preclude any further delay from being able to purchase the house I'm trying to get. I have had to explain this situation to every single person I've spoken with because I get a different person each time. Even the ones that seemed thart they might actually be trying to help failed to obtain results. As of XXXX XX/XX/2020, I still have not gotten any resolve nor proof that my credit reporting has been corrected. My prposed lender simply asked for a letter that stated that it would vbe reported that I have 0 x30, 0 x60 & 0 x90 days late payments. XXXX in the credit department stated that she submitted this request on the XXXX of XXXX and when I called today I was told that there was no way to verify this because the customer service representative did not know when credit was reported. I requested XXXX and was told that " I must not have spoken with her because the credit department doesn't take calls ''. A supervisor was to review my file and call me back and a call was never received. Needless to say I've stopped my allottment and will no longer utilize the service that the military provides me because of the incompetance of shellpoint to correctly apply said monies. I'm currently out {$2100.00} that should have went to my account which has a principal balance of less than {$16000.00}. Today 's customer service representative also stated that I had been late 2 times in the last 12 months. As can be seen by my retirement pay statements that is not the case. These payments are made on the XXXX of every month. Please help me get this resolved before I get a mortgage fraud investigation started.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32404
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been unemployed and faced hardship with my mortgage payment. During that time I have been a full-time student working toward my XXXX license. With COVID-19 and my experience, I have been able to gain full-time employment checking temperatures of workers entering the building. On XX/XX/2020 I contacted Shellpoint to discuss arrangements on my past due balance and was advised they couldn't help me and that my property was in foreclosure. My past due amount is {$12000.00} I would like to pay {$7300.00} today and get assistance with the remaining {$5100.00}. Please help to resolve this issue. Thank You XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91104
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: On XX/XX/XXXX XXXX XXXX placed an escrow on my account in error. I received a letter from XXXX dated XX/XX/XXXX, explaining that it was an error, and that they are currently in the process of cancelling the escrow error. The cancellation, to my knowledge never occurred, due to the fact that I am still being charged an extra {$79.00} per month on top of my regular fixed rate of XXXX per month, plus Lender Placed Insurance of {$130.00}. My fixed contract, signed back in XX/XX/XXXX, states {$340.00} a month. I should be paying a total of {$480.00} including insurance per month. Let me now fast forward to the present XX/XX/XXXX. I received a letter dated XX/XX/XXXX from Shellpoint Mortgaging Services stating that the owner of my loan has entrusted them with the servicing of my loan, and the amount due is {$630.00} per month. I have contacted them multiple times asking for an investigation into the matter, in order to rectify the situation that has been draining me for more than a year. I presented XXXX ' letter explaining the error. They write me back, and I quote " Shellpoint 's records indicate that we have already received the same or a similar correspondence that we have already responded to. Since your additional correspondence did not provide any new or additional information for us to form the basis for a new investigation, our response remains the same. Therefore, we will not be conducting another investigation. '' end quote. How can they get away with this. I live in a double wide trailer that I have been paying on for twenty one years, and have never missed a payment with the exception of last month XX/XX/XXXX. I am being extorted, and have been paying what they have put out for me to pay because I do not want to lose my home. I am extremely frustrated due to the circumstances of being continuously robbed every month. I can only hope this complaint does not fall on deaf ears, or blind eyes. I am attaching documents that I are pertinent, and discussed within this email. Also I am attaching an email that I sent to them in aggravation that is laced with a couple of profanities. PLEASE SOMEONE HELP!! Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 365XX
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: My Complaint is against my mortgage servicer Shellpoint mortgage. I was placed on a forbearance, I talked to someone in XXXX they approved the forbearance due to XXXX, They said they would send me the proof it has been 4 months. I received nothing. I have been calling for 43 days and emailing for 38 days and chatting online because I have been lied to and have been told for almost 6 weeks that someone would contact me in 48 hours. I have now been told that 23 times and now here 6 weeks later I am still waiting for someone to discuss my mortgage & bring it current. I initially contacted them in XXXX of 2019 to start the process and they will not contact me after all my attempts. Both me and my husband were laid due to COVID-19 which initially started in XX/XX/2019. I have been trying to bring my loan out of forbearance and current for the last 2 months so that I do not get reported to the credit bureaus. We are back at work and can pay the past due amount. Per the cares act which I will attached, if we were late prior to COVID-19 per FHA the mortgage servicer is to report me current for the past due months prior to COVID-19 it is written in stone by FHA/HUD and the cares act. I have been dealing with XXXX since XXXX of 2019 to make sure I was not marked 30 days late and due to their negligence and the 43 days of lying to me that someone would call me and still till today has not are trying to ruin my life. Covid came out in XX/XX/2019 We were laid off for months we have been trying to bring our mortgage current for th 6 months and they have not helped me and I don't deserve to be reported late for the last 6 months. I need someones help because as of today I still can not pay my mortgage because they choose to ignore me. This is not fair, for the last XXXX weeks i call and the call transfers me to a XXXX XXXX and his mailbox is full. come on this is terrible. I want justice and I don't want them reporting any delinquencies on my credit report because I have been trying to pay them and they ignoring me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60656
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: I have submitted proof of insurance on two occasions to my mortgage services, Shellpoint Mortgage Servicing. Regardless of this fact, the mortgage servicer is insisting on purchasing " lender-placed insurance on [ my ] property..The premium will be charged to [ my ] escrow account. '' I have spoken multiple times with Shellpoint representatives, so there can be no mistake that these needless threats and this unwarranted abuse is intentional. I am afraid that this will escalate to a foreclosure, SINCE THE MORTGAGE SERVICER HAS BEEN COMPLETELY UNREASONABLE AND HAS NO IDEA WHAT IT IS DOING OR IS MALICIOUS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90815
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: It appears that Shellpoint Mortgage Servicing has a problem with how they pay taxes from the escrow accounts. The first year with Shellpoint, I was making escrow payments. At the end of the year, I was informed that I was over {$1000.00} short for the escrow payment and they would have to adjust my mortgage payment from $ XXXX to $ XXXX starting in XXXX, to make up for the underpayment that would be spread over XXXX. I paid the full overage at the end of the year, asking that my escrow payment be adjusted to the correct payments and not include an added payment for the overage. However, after numerous certified letters, Shellpoint would not do this and continued to charge us for the escrow plus back payments for the escrow of XXXX. I refinanced on XX/XX/XXXX. On XX/XX/XXXX I called the County to confirm that real estate payments were made. They stated that no payment was made. On XX/XX/XXXX I paid the {$470.00} to the County of XXXX for Real Estate Taxes in order to make sure it was paid before the discount deadline. Today, XX/XX/XXXX, I spoke with a named rep at Shellpoint about my escrow balance. According to their records, they paid this amount to the County on XX/XX/XXXX. I called the County today, XX/XX/XXXX, and they stated they still did not receive or process any payment from Shellpoint. To add to this, because I paid it myself, the County office stated that they will refund {$470.00} to Shellpoint when and if they receive their payment because they can not process XXXX payments. This {$470.00} should be returned to me, along with my escrow balance. XXXX XXXX told me that when the County returns the check, they will be required to send the refund to me, but that will take at least another two months. It is clear, that if they sent the payment on XX/XX/XXXX, as stated, it would have been processed before the XXXX. Since it wasnt, I would have also missed the ability to pay with the discount. This is probably also how I came to have an underpayment in XXXX. On top of this, I lost several hours of work to clarify this mess.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I send a certified mail letter to New Rez LLC d/b/a Shellpoint Mortgage Servicing and request pursuant to Section 313 ( f ) of the Truth in Lending Act, 15 U.S.C. 1641 ( f ) requested copy of the promissory note signed by XXXX XXXX for their demand for payments under and a Qualify Written Request. Shellpoint Mortgage Servicing send me a letter dated XX/XX/2020, and Notice of Default and Intent to Accelerate dated XX/XX/2020. Shellpoint Mortgage Servicing did not send me pursuant to Section 313 ( f ) of the Truth in Lending Act, 15 U.S.C. 1641 ( f ) requested copy of the promissory note signed by XXXX XXXX for their demand for payments under and a Qualify Written Request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11212
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a refinance loan from NewRez ( who services my existing mortgage ). I was conditionally approved from underwriting XX/XX/2020. Since then the process stopped. I have had 2 loan processors, neither of which has EVER returned a phone call or voicemail. My loan officer was helpful in the beginning, but recently quit responding as well. I have called and emailed the loan officers supervisor, and have not received a response. I received the following XX/XX/XXXX : XXXX, XXXX Tue, XXXX XXXX, XXXX XXXX Good Morning Mr. XXXX, Congratulations!!! Your loan has been conditionally approved by our underwriters!!! She went on to say they hoped to close the week of XX/XX/XXXX. I am still waiting.
Company Response:
State: MN
Zip: 55025
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX Shellpoint Mortgage Services LLC ( New Rez ) Received and cashed my mortgage payment check # XXXX for {$1500.00}. My bank provided to me front and back copies of the cancelled check. On my end everything was paid on time as per our mortgage agreement. Shellpoint Mortgage Services LLC ( New Rez ) did not apply my payment to my loan account. On XX/XX/2020 I received my mortgage bill in the mail, it did not show the XXXX payment, so I immediately called Shellpoint and confirmed with my bank that the check I had written had cleared - the check was presented to my bank un-altered and cleared my bank without any incident. Shellpoint told me that I would need to provide to them proof of my payment to include front and back copies of my check and bank statement showing the check had been paid and cleared to a " XXXX ''. I immediately provided this information in complete form. On Monday, XX/XX/2020 we received notices from New Rez that we were in default. My husband who is also on the Mortgage called them to see where we were in resolving their error on our account. We were both on this call, and we were told that they had received the information requested and if we could please be patient and just ignore the system notices we were receiving. We were asked to pay the XXXX payment over the phone and included a {$15.00} fee that they were not allowed to wave. We set up automatic payments for the next 6 months even though we had always paid them by mail. On XX/XX/2020 I received another notice about foreclosure with a single point of contact listed as a XXXX XXXX - XXXX. I immediately forwarded to her all the information and documentation I had sent and was told was attached and received by them. I am sick about this - I have done NOTHING wrong. I have paid every single bill coming to me, never have I ever in 20 years of having a mortgage ever experienced something like this. They have my money and refuse to address an error that is appearing to be larger than just my issue. I have showed this information to others in the banking industry and they are shocked that they have not corrected the issue on there side of things yet. I also received a notice from Insurance company that they had not paid the premium held in our escrow account. However I have discovered they did pay the County Taxes in the same escrow account. Please help me get someone there to immediately correct this issue as I believe a timely acknowledgement and response is warranted.
Company Response: Company believes complaint is the result of an isolated error
State: IN
Zip: 473XX
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: MY LOAN WAS SOLD TO A MORGAGE COMPANY CALLED NEWREZ. WHEN I CHECK MY CREDIT REPORT MY HOUSING LOAN IS NOT THERE. I HAVE LEFT MESSAGES ON THEIR ONLINE WEBSITE AND THEY HAVE NOT RESPONDED. I PAY ON TIME AND THIS IS EFFECTING MY CREDIT SCORE. THEY HAVE GONE BEYOND THE PERIOD THATT HEY HAVE TO REPORT THIS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29501
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A