Date Received: 2020-06-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been paying my mortgage always on time. Due to the Covid-19 I would like to refinance e see my options. I still am current with my mortgage. I have called during the past 1.1/2 months about 50 times. They answer and put me on hold. They answer and get my number and say that somebody will call me back, never do. I CAN NOT UNDERSTAND HOW COMPANIES LIKE THIS ARE IN BUSINESS. This is extreme and can drive anybody crazy. First I am going to try something legal, so I hope you can help, or else this is going to get very serious.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX : Two tax bill disbursements were made in the amount of {$1000.00} by ShellPoint. This placed my escrow balance in the negative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2020-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: In past ( XX/XX/2019 ) I received a letter from XXXX my current mortgage lander, regarding for refinance my mortgage if I am interesting. I called them to discuss just to find it out what its the process time and closing cost that I am looking. I spoke XXXX XXXX at NewRez, At the begin, I specifically told her that right now I am not interesting and I dont want you run my credit at this time. However, anyway they ran my credit without my permission. By the way this phone conversion was recoded from their end. I also talk to her manager XXXX XXXX a week later to investigate since the phone conversion was recorded. After couple days XXXX XXXX called me and admits that they made a mistake to run my credit report to all three agencies without my permission. And he will be sending me a form that can be filled out so they ask the 3 credit bureaus to change the hard inquiry to a soft inquiry. After, I called few times left the message but I dont get any response back from them, neither the form. Finally they back to me after 9 months once they receive email from State Attorneys General regarding I made complain.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60137
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my house in XXXX is 2019. I just tried to refinance to find out that they never paid the taxes I prepaid from my escrow account. I sent them the notice I received with late fees from the county tax collectors office. Still nothing has been done. Now they say they are working on it but dont know what happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been many issues with Shellpoint mortaging since they purchased my loan, they have constantly been assessing me with a escrow to pay for mortagage insurance which I already have through my homeowner association. I have tried to contact them and have provided my insurance as per my homeowner association and nothing.. Now I am receiving a escrow evaluation that includes a need for an additional $ XXXX. I am pretty much at my end at trying to get them to do right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing without my knowledge or permission placed me into a deferment status that I never authorized. I am now trying to refinance my home and am unable to do so because of the status Shellpoint put me in. I have not missed any payments and my account always has been and is currently current. Because of their actions it is preventing me from taking advantage of the currently low rates and they are going to cost me thousands of dollars in savings each year. Thank you in advance for your help in this matter
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, as authorized by Section 4022 of the Coronavirus Aid, Relief, and Economic Security Act ( the Act ), I requested a forbearance request of mortgage payments for the next 180 days. As stated in this act, upon receiving a request for forbearance from a borrower under subsection ( b ), the servicer shall with no additional documentation required other than the borrowers attestation to a financial hardship caused by the COVID19 emergency and with no fees, penalties, or interest ( beyond the amounts scheduled or calculated as if the borrower made all contractual payments on time and in full under the terms of the mortgage contract ) charged to the borrower in connection with the forbearance, provide the forbearance for up to 180 days, which may be extended for an additional period of up to 180 days at the request of the borrower, provided that, the borrowers request for an extension is made during the covered period, and, at the borrowers request, either the initial or extended period of forbearance may be shortened. The forbearance shall be granted with no fees, penalties, or interest ( beyond the amounts scheduled or calculated as if the borrower made all contractual payments on time and in full under the terms of the mortgage contract ) charged to the borrower in connection with the forbearance ... However, when I heard back from my mortgage company they only granted me a 90 day forbearance and not the full 180 days as stated in the above mentioned act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice of delinquency from the XXXX XXXX County Treasurer and Tax Collector because the mortgage company, Shellpoint Mortgage Servicing, did not pay the second installment of property taxes, which was due on XX/XX/2020. I went online to my mortgage company 's website and saw that I have an escrow balance of over {$4500.00}, which indicated to me that they did not pay the property taxes. I called them and was told they needed to research the issue and that I should call back in 7 days. I was assessed a late penalty of {$230.00} because of the mortgage company 's failure to make the tax payment. I need for them to make the payment and provide me with proof that the payment has been made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92649
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I requested NewRez to update my credit report with the payments on my mortgage. They sent me a letter stating that it will start reporting in the Month of XX/XX/2020. It is currently XX/XX/2020. They still have not reported my payments
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The problem i have been having with this company ( SHELLPOINT SERVICING MANAGEMENT ) since my mortgage transferred to them from " XXXX XXXX " is that i can not access my account online even though i ve tried to resolve the issue since XX/XX/XXXX and before that several times with no luck.They keep telling me that they will transfer my request to IT but even though they did nothing has been resolved and representatives i speak to on the phone have no clue how to fix this.I asked for them to connect me to a specialist several times but they refuse to.Other than that i have no other issue with them and my account is in good standing.I really need to be able to pay my account online and access it whenever necessary.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A