Date Received: 2020-06-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am currently on a 3 month forbearance plan with my lender. Despite this they have reported me negatively to the credit bureaus resulting in a 60 point drop in my score. I am not late, my mortgage has not changed at all and yet they are submitting false information and hurting us yet again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34119
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/2020 I submitted a payment of {$900.00} to my mortgage company. They proceeded to use {$410.00} for unpaid escrow fees and then THEY decided to put the remainder of the funds towards my principal balance. That {$480.00} was supposed to be held in my unapplied payment account, and to be used for my XXXX payment. I have been going around and around with Shellpoint trying to get them to correct THEIR mistake. I have already submitted a payment of {$1400.00} and still waiting for them to apply the {$480.00} so my XXXX payment can be recorded on time. As of yet, they have not recorded my payment and my account is pending waiting for me to make another payment of {$480.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
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: I received notices about insurance from the lender New Rez. I uploaded proof of insurance in accordance with their instructions but they still placed insurance and have been billing me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint # XXXX XXXX XXXX XXXX phone XXXX I am attaching information documents needed and adding more to my complaint my attorney finally contacted shellpoint attorneys whom which he said were very rude my attorney said they are adding my bankruptcy default payments to my current statements which should not be they still have not answered the subpoena that was sent also on my mortgage I am listed as XXXX XXXX also I had a hard time down loading my documents please let me know if you did receive the letter of recommendation from XXXX XXXX thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23139
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This began back in XXXX when I attempted to change my payments to Shellpoint/NewRez mortgage company to split my payments to the XXXX and XXXX of the month instead of one lump sum on the first. I was given guidance by the representative to send a transfer to their XXXX XXXX XXXX account ending in XXXX on the XXXX and XXXX and make sure I send the payments electronically through my bank ( XXXX XXXX so that the payments reach the account before the XXXX. After the call, I began paying Shellpoint the way they requested I do for the split payments. In the beginning of XXXX I received a letter in the mail from Shellpoint stating they have not received my XXXX or XXXX payments. I called Shellpoint and spoke to them about it on XX/XX/XXXX and was told that the account number I was given to make payments to was for paying off the loan and not for making recurring payments. I was instructed to email my bank statement to prove that payment was sent. I emailed a copy of my bank statement and then began waiting for a response. After 5 days I did not receive a response so I called back. During that conversation I was told that the last representative did not start the " task ''. The new representative I was speaking to started the " task '' for me and then I began waiting again. Another week went by and I called them and found out that the status of the " task '' was pending and that it could take up to 30 days for a response. Meanwhile my credit report is now showing that I have not made a payment since XX/XX/2020. I asked about my credit report and was told that they will fix it once the " task '' is completed. Last week I received a letter saying that they could not find an error with my payments and that I still owed them money for XXXX and XXXX. I called XXXX and spoke to them about getting proof of payment. They gave me the trace numbers for the payments that were sent to Shellpoint 's account and XXXX was going to write up a dispute so I can get my payments back and send me proof that the payments were sent and returned to me through the dispute so I can prove to Shellpoint that the payments were made. I again emailed Shellpoint with the trace numbers given to me by XXXX as more proof of payment and received another email from Shellpoint stating that they can not find an error and that I still owe them XXXX and XXXX payments. As of right now I have received the money back from shellpoint but not from the dispute from XXXX. XXXX XXXX had refused to accept my payments and returned them to my bank, but has taken 60 days to do so. I called Shellpoint back and resent them the payments they said i owed them through a deferent process and they accepted the payments. the issue now is that they are not going to change my credit report because they say that the bank XXXX XXXX XXXX ) returned my payment and not them so it is still my fault even though i was instructed by their representative to send money to their account ending in XXXX. If they hadnt given me the routing and account number for their account, how would i have even used it? I know this is just opinion, but it sounds like they dont want to take responsibility for their wrong doing and continue getting more money from me in the way of late payments and keeping my credit score low so i can't refinance. In the attachement the payments made are {$1400.00} to their account. They dont specify that they were made to shellpoint because it doesnt allow me to do that when making the payments to just a an account number. But Shellpoint should have been able to just look up their account, or call XXXX fargo and figure out what happened. but they refuse to look into the issue and want me to provide all the proof without a doubt. If they dont look into it they will never fix my problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2020 I went online to Shellpoint Mortgage ( NewRez ) to " inquire '' about whether they had a deferment program due to COVID-19. Per the site, there wasn't any visible COVID-19 information, just to fill out information on the site and someone would follow up. In doing so, I followed up with Shellpoint Mortgage ( NewRez ) the next working day. The representative I spoke to stated that they did not have a deferment program, but did have a forbearance program. I told her that I was not interested in a forbearance program and to please disregard my inquiry. Since that day, this issue has been a nightmare. On XX/XX/2020 I received a letter from Shellpoint 's Loss Mitigation department dated XX/XX/2020 indicating that I had made an agreement for a temporary payment plan and that I did not honor it. I called and emailed on XX/XX/2020 and XX/XX/2020 and demanded to speak to a supervisor, in which I eventually did. On XX/XX/2020 I received an email from a Supervisor, XXXX XXXX XXXX, who per email stated that the forbearance was set up in error and they recognize that I did not request assistance. On XX/XX/2020 I received an update to my Shellpoint Mortgage Servicing account from XXXX XXXX showing that Shellpoint Mortgage updated my credit reports ( XXXX and XXXX ) with the following comment : " Affected By Natural/Declared Disaster '' I contacted Shellpoint Mortgage ( NewRez ) to remove the language from my credit report on XX/XX/2020 and then filed a dispute with both XXXX and XXXX disputing the language and to remove the remarks from my credit report. I received two letters that were identical in verbiage dated XX/XX/2020 and XX/XX/2020 from Shellpoint Mortgage Escalation Department stating the following in the first two paragraphs : " This notice is to confirm that you have declined the COVID-19 Forbearance Plan assistance program. We have removed the Forbearance Plan from your loan ... '' However, the language, " Affected By Natural/Declared Disaster '' is still in the comments/remarks section of my XXXX credit report ( dispute results dated XX/XX/2020 ). The language was removed from my XXXX ( dispute results dated XX/XX/2020 XXXX comments/remarks under Account Details, but in the Payment Status, the following was added : Terms : 360 months, Deferred ( last payment date showing XX/XX/2020 ) I called Shellpoint Mortgage ( NewRez ) at the Escalations Department and followed up with an email on XX/XX/2020. I have informed them that this is a last attempt to remedy the situation in its entirety as this has been ongoing since XX/XX/2020 and it is now XX/XX/2020. It is hard for me to understand why it is taking so long to fix this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint took over loan servicing in XX/XX/XXXX. Starting XX/XX/XXXX, we set up an automatic bill pay through XXXX XXXX, directing them to pay Shellpoint {$4800.00} on the XXXX day of every month, representing the monthly {$11000.00} PITI and an additional {$3000.00} principle reduction. The attached monthly statements show that those payments were correctly made on the XXXX day of every month, starting XX/XX/XXXX and continuing through XX/XX/XXXX. Shellpoint claims they never received the XX/XX/XXXX and XX/XX/XXXX payments. When they got the XX/XX/XXXX payment, they applied it to the XX/XX/XXXX and XX/XX/XXXX PITI payments and showed the XXXX PITI payment as being short. As of early XXXX, two {$4800.00} payments, a total of {$9600.00}, were floating around somewhere in Shellpoint 's system and not properly credited to our account. On XX/XX/XXXX, they finally found the most of the missing payments and applied them to our account. However, they are still missing a {$3000.00} principle reduction payment that was supposed to be credited on XX/XX/XXXX. And, the icing on the cake? They have reported as as being 60 days late to the credit bureaus. I found out about this today when I applied with XXXX to refinance another property we own. My credit score has dropped from over 800 to under 680 and our refinancing application has been denied. We can lock in a 2.75 % for 15 years with rates at historical lows. Who knows what the rates will be when Shellpont finally straightens this out? I have been in communication with at least three different loan servicing agents at Shellpoint and have multiple e-mail exchanges to prove it. NO ONE has been able to figure out where our payments went. We even started getting collection calls and pre-foreclosure notices. This has been an EXTREMELY frustrating experience and now I have to deal with a sub-par credit score through absolutely no fault of our own. I expect to be made whole as a result of their negligence..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XXXX XXXX in a formal letter Shellpoint Mortgage stated that they were aware that they should report my payments to the Consumer Reporting Agencies. The company still refuses to report my payments to the credit bureau. After I requested that my payments were not being reported they sent letters to accelerate my payments. I am current on my payments as of today XX/XX/2020 and have sent numerous emails with my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was initially issued by XXXX XXXX in XX/XX/XXXX. Shortly thereafter ( XXXX XXXX XXXX the loan was sold to XXXX XXXX Loans. XXXX XXXX loans proceeded to sell our loan to Shellpoint Mortgage Servicing in XX/XX/XXXX. We made a payment of $ XXXX to principal on XX/XX/XXXX. The payment was not applied to our balance either by XXXX or Shellpoint. We pleaded with Shellpoint and also demanded that they release property tax payment out of our Escrow account. Not only did they not apply the payment, they went ahead and reported us to the Credit Bureaus for a late payment. Furthermore, they never released funds out of the escrow to cover our town taxes. The town is threatening to place a lien on our property. Around XX/XX/XXXX our loan was again sold to XXXX XXXX XXXX. We contacted them immediately to have them release the Escrow funds. It is XXXX now and they have not done so as well. Please not that we did not request for our loan to be sold 3 times in the period of six months. We are being dragged through the mud by these shoddy mortgage companies that we had no idea even existed. In order for us to refinance the loan at this point, it would cost us $ XXXX in closing costs, which we do not have to waste.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03110
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing acquired my loan from XXXX in XXXX of XXXX. Previously I have continuously had problems with XXXX when they changed software systems in XXXX of XXXX and notified all clients that the insurance payments now needed to be made separately. The letter they provided me with the new account number for the insurance payments was wrong and I did not find out for a month, but when I did I sent in 2 payments to account for the messed up payment in XXXX and the one due for XXXX. XXXX insurance payment was sent on XX/XX/XXXX in the amount of XXXX and XXXX insurance was sent on XX/XX/XXXX in the amount of XXXX. The total payments made to XXXX for the mortgate for the month of XXXX as XXXX. It was sent in 3 payments, XX/XX/XXXX ( {$250.00} ), XX/XX/XXXX XXXX XXXX ) and XX/XX/XXXX ( XXXX ). Normally there are only 2 payments made each month but with the issues ongoing with XXXX transferring systems and changing over insurance payments, I was unclear as the the exact amount that needed to be paid. But I called them on XX/XX/XXXX to try and fix all the issues. The other problem with them moving to the new system was that suddenly my due date for my loan was the XXXX of each month, even though my statements showed that it was due the XXXX of each month the same as it has been since the inception of the loan in XXXX. This problem was not brought up until Shellpoint took over the loan and was talking about my payment history. The due dates on the statements from Shellpoint also say the XXXX of each month and I did call on XX/XX/XXXX when we were given notification by XXXX that this company was taking over. I asked them for my new account number and also asked them if there would be any changes. They said no everything would stay the same, the due date and the payment amounts. Yet when I received the first statement from Shellpoint in XXXX of XXXX, the statement claimed that the payment I made on XX/XX/XXXX was for payment for XXXX, however they received their payment for XXXX on the XXXX. I called them to find out what the problem was and they claimed that XXXX said they used my XXXX of XXXX payment to pay for my insurance. My insurance payment is only in the amount of {$160.00} so that did not account for a full month nonpayment of {$320.00} as Shellpoint is claiming. It also did not account for the fact that I did make a payment in XXXX of XXXX. It also did not account for the fact that I made 3 payments to XXXX in XXXX and told them they were not to use it to apply to the principal but it was to go to my regular payment instead. XXXX apparently did not do that. I had my bank fax over my payment history for the last 2 years to XXXX. This was done on XX/XX/XXXX. I called Shellpoint earlier on the XXXX of XXXX and talked to XXXX. He said I had to send a dispute letter to their loan servicing department. I did so at XXXX that day. I called again on Monday XX/XX/XXXX and talked to XXXX but was told nothing came through. So I sent another email. I called again on the XXXX and was told that the fax had not reached them, even though we had confirmation from the bank. So I uploaded the payment history and sent yet another email. I was told it would take 10 business days for the investigation to occur. On the XXXX of XX/XX/XXXX, I received 2 certified letters from Shellpoint, the first was the payment history from XXXX and the second was a short letter stating they got my payment in XXXX but that it applied to my XXXX payment due. The payment history from XXXX contains various errors which I uploaded back to Shellpoint along with evidence to show those errors. The errors included, the due date changing in THEIR system to the XXXX of each month ( this was only in their system, they gave no notice to the clients and the statements do not reflect that either ), the payment history starts only in XXXX of XXXX and yet shows a notation that a payment was made in XXXX and then changes later to claim that XXXX payment was for XXXX. The history also does not show any payments made to the insurance company, nor does it state that the XX/XX/XXXX payment went towards the insurance payment. I did submit the paperwork showing the letters from XXXX with the wrong account numbers for the insurance as well as the payment history for the insurance. It also does not show that a 3rd payment was made in XXXX of XXXX and yet my bank information clearly shows this. What it does show is that payments were made each and every month and before the due date of the XXXX. I had to make 2 partial payments each month and it was supposed to sit in the suspense account until the full payment was reached. Several times the full payment was not reached and yet XXXX would apply it to my principal. I would call the company many times and have to have them reverse this. I would ask over and over, why would you apply a payment to the principal when I did not authorize it? When we were given the letter from XXXX in XXXX of XXXX that Shellpoint would be taking over, I called them on XX/XX/XXXX to make sure that my account was up to date, they assured me that it was. Then suddenly I am supposedly behind a payment. I have sent over 20+ emails and submitted all the evidence to show I can not possibly be behind and yet I have not been contacted by anyone in the loan servicing department. It has been over 10 business days for this to have been resolved and yet it has not. The customer service department as said repeatedly it is the loan servicing department that handles this and yet even they say they can only reach them by email. I find this abhorrent. Shellpoint claims I missed a payment with XXXX but as I rightly pointed out that if that was so then why would not one of my 3 credit reports reflect that, especially as this supposed missed payment occurred last year. I am tired of this company not answering me especially since it is easy to fix as I submitted proof of payments for 2 years. As I keep telling this company it is not my fault XXXX messed up their system.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A