Date Received: 2020-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX our account was sold to and transferred from XXXX XXXX XXXX, to ShellPoint mortgage Servicing. We received a welcome packet and a how to understand your statement packet and account and monthly payment and such. And on XX/XX/XXXX a letter was mailed out and stated we where behind XXXX. And I called and spoke to a representative he said he couldnt tell me what it was for that he had limited access to my account. I called again and no one could tell me anything about past due fees I asked them how do the receive my account info from previous servicing company, they said in spurts ; it all didnt come at once that it can take up to 60 days. Then on XX/XX/XXXX we received another letter for loss of mitigation stating that we owed XXXX, XXXX, I called spoke to XXXX XXXX asked what these charges were for, she said past due fees for legal and other fees ; i asked for what dates and such she said she couldnt see or have access to that info, I do acknowledge that we owed XXXX and XXXX payment, but payed both on XX/XX/XXXX for a total of XXXX, our monthly payment is XXXX. I sent a email too them stating I wanted a complete breakdown of such charges per Mrs.XXXX on XX/XX/XXXX and have yet to hear from them, I understand they have 30 days to respond, but my concern is they will start foreclosure process. And when I was finally able to long in after weeks of not being able too, I couldnt print a statement to see what charges were for, on my profile its jus says no statements are available and its goin on 3 months now that we been with them, I just want dates and explanation of where and why they say we owe legal fees of XXXX and other fees {$1500.00} which brings to a total of {$5000.00}, that I was able to see and print out on XX/XX/XXXX. And explanation of why after I payed XXXX and XXXX we were put without my acknowledgement or consent on a Forbearance and Deferral plan. After I payed past due months and didnt find out till I called after looking online for a update on my account and seeing that we didnt have to make a payment till XX/XX/XXXX, when I asked Mrs. XXXX, she stated, so you dont want a deferral, I said no why due I need it if were caught up with XXXX and XXXX and just due for this month, and that my only concern is where there getting those legal and other fees from and what could we due to put ahold or stop to loss of litigation process till I get a full explanation of charges. And why and were was XXXX payment not showing on line, where was that money applied too, she said well you payed on XX/XX/XXXX, so it would be too much to go back and do sum thing she stated but cant remember, this company cant give me any breakdown of said charges and the way there shooting off letters. Im fearful there just after our house and after reading of one lawsuit settled in Massachusetts for XXXX and another class action lawsuit filed in XXXX in New Jersey for supposedly illegally-aged debt that was old to look new. And one in XXXX for illegal kickbacks from insurance companys, which they agreed to a settlement. And one in XXXX for illegally refused payments. Im starting to think there just a fraudulent company, If the fees are valid we will gladly pay them, jus give us a breakdown and explanation on said chargeS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78237
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage servicing has repeatedly attempted to charge me of unnecessary property insurance coverage. They are well aware that insurance is in place and this information has been provide to them repeatedly. Yesterday, XX/XX/2020, I was notified of the company 's intent to charge me {$1500.00} for hazard insurance retroactively, even though a policy is already in place which names them. Shellpoint mortgage servicing has failed to pay for property insurance or property taxes out of the impound accounts all though more than sufficient funds are available. A review of the XXXX XXXX XXXX reveals 210 complaints of a similar nature.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am reluctantly submitting this complaint after making a good-faith effort to resolve this issue. We refinanced our mortgage in XXXX, XXXX. The loan was subsequently sold to an investor ( XXXX XXXX XXXX XXXX ) and Shellpoint Mortgage Servicing became the servicer on the loan. We are required under the terms of the mortgage to escrow for taxes and insurance. That is where I have run into trouble with Shellpoint. Our annual homeowner 's policy premium of {$7200.00} was due on XX/XX/XXXX. On XX/XX/XXXX, I was startled to learn from my insurance company, XXXX XXXX, that they had not received payment. Since then, I have called Shellpoint on the following dates asking that they resolve this : XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. With the exception of the first call when I was reassured the check had been mailed but there were mail or processing delays, on each call I was reassured that they would reach out to XXXX XXXX and straighten this problem out. Notably, on XXXX I was told the most recently-mailed check would be cancelled, and a new one sent immediately. Presumably, this would have been received by now, but now on XX/XX/XXXX XXXX XXXX says it has not. I do not know what the difficulty is, or where this is going wrong. In the meantime, I also found an email address online, XXXX, and emailed it on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. I know this is a working email address because each email received an autoreply that my message has been received and follow-up will be pending. These emails have been ignored. XXXX XXXX, with whom I've had this policy for three years without problems until Shellpoint became my mortgage servicer, tells me that they have attempted to get Shellpoint to send them payment multiple times. XXXX XXXX has has now given up on Shellpoint and is billing me directly. As of XX/XX/XXXX, my policy is severely overdue for payment and a cancellation notice will likely be sent out in the near future. I have tried to be understanding. These are strange times. Perhaps the initial check got lost in the mail. However, it is inexcusable that after seven weeks, despite constant calls and emails from both me and XXXX XXXX, my escrow company has failed to execute its fiduciary duty to pay my insurance bill on my behalf. My spouse is a XXXX XXXX XXXX and we are at risk of contracting COVID-19. What if we were sick and incapacitated and unable to keep hounding Shellpoint to make this payment, and the insurance on the roof over our head lapsed? I have had four mortgages in 15 years and never once had to think about, or get involved in in any way, my escrow accounts. Shellpoint has failed to make the very first payment due now that they are newly my servicer. I respectfully ask that the government step in and help ensure that this problem gets resolved expeditiously, as I have lost confidence in Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had a long-standing issue since last XX/XX/XXXX with our mortgage company, NewRez. Prior to this, our mortgage was owned by NewPenn Financial and they became NewRez on XX/XX/XXXX, we had no problems with them until XX/XX/XXXX. The problems commenced in XX/XX/XXXX and haven't stopped. We have a VA loan with a fixed rate. They seem to be great over the phone but when we check the account to see if problems have been fixed, it seems to get worse. Our statements are an absolute nightmare to follow because they can't even get the payments right when pulling from our account. Our account is set up to pull bi-weekly payments and put a little towards principal every month. Our payment is {$720.00} monthly and we pay bi-weekly payments of {$400.00}. They started changing the way they process our payments in XX/XX/XXXX and the mistakes didn't hinder our account until we were notified of a late payment in XXXX. Here is a detailed list of all dealings with them since we were notified of a problem in XXXX. XXXX My husband called and talked to someone because of the late notice we had received in the mail. XXXX My husband received a call back and asked about the late payment and if I was able to pay it. He had talked to someone yesterday and said they had fixed the problem. They said ok and hung up. In XXXX, my husband reviewed the mistakes on the account all the way back to when the account had no errors. He found errors all the way back to XX/XX/XXXX. XXXX We received another phone call asking about a late payment. They checked the account and said the funds had been put in the wrong place and they would fix it. XXXX My husband called back to verify that the payment had been fixed and they said yes. XXXX My husband called and talked to XXXX and she tried to help. She transferred him to XXXX because the payment had been submitted as a principal only and should have been a regular payment. She put in a request for XX/XX/XXXX to change the payment of {$400.00} from principal only to regular payment. XXXX My husband called back @ XXXX and spoke with XXXX and transferred to XXXX . They changed the principal only payment of {$500.00} on XX/XX/XXXX to regular payment. XXXX requested that all principal only payments from XX/XX/XXXX to now reapplied to mortgage. She asked that he call back on Monday XX/XX/XXXX. XXXX XXXX verified bi-weekly payments with my husband were set up with them instead of through the bill pay on our bank account. They transferred him to a payment specialist. XXXX transferred him to XXXX in customer service and said they couldn't go back more than 90 days to adjust payments. She said she would forward my concerns and to call back in 3-5 business days. XXXX I called on this day because my husband was busy, and we had received a statement with mistakes on it again. I talked to XXXX at XXXX XXXX and he reversed the payment on XX/XX/XXXX for {$500.00} from a principal only payment to regular payment. He also reversed the payment on XX/XX/XXXX for {$54.00} from a principal only payment to regular payment. He had also told me that if we could make a payment in the amount of {$150.00} that it would put as paid up and we would be a month ahead again, which is what we try to do. I got off the phone and let my husband know that I had talked to them, but he had more questions. We called back a little while later. XXXX We both talked to XXXX XXXX XXXX XXXX and she looked at our account again and they didn't have any payments scheduled to come out for XXXX because they didn't want us to get ahead. So they said no payments would come out until XX/XX/XXXX. I explained to them that the reason we had our payments set up that way is so we could be paying a month ahead. I had them schedule two payments for XXXX. One for XX/XX/XXXX in the amount of {$400.00} and one on XX/XX/XXXX for {$400.00}. She verified that we would be paid through until XX/XX/XXXX. XXXX We called again because we checked the payment online to make sure it had been processed correctly, and they had made another principal only payment. I talked with XXXX at XXXX XXXX and she tried to help us but was very nervous. We asked to speak to a supervisor, and she got XXXX on the phone at XXXX XXXX. XXXX apologized and said there had been several mistakes and that she would fix the principal only payment on XX/XX/XXXX to a regular payment. XXXX It was processed incorrectly and had been processed as a principal only payment. XXXX The payment was changed to an unapplied payment and corrected to {$400.00} and a payment was processed. XXXX We called at XXXX XXXX because the payment had not been taken out of our bank account. We spoke with XXXX XXXX and he assured us that his department no longer handled these issues and you had to submit your questions or concerns through an email, and they would take care of it. XXXX. XXXX We called back at XXXX XXXX and spoke with XXXX XXXX and she was happy to help us fix the problem and processed the payment for us. XXXX My husband talked to XXXX with mortgage services and they transferred him to customer service where he spoke with XXXX XXXX . She suggested stopping bi-weekly payments until the past bi-weekly payments were fixed. We did not do this because there was no guarantee that they would be fixed, and we wanted to make sure they were getting the payments. XXXX- We had received a bill in the mail saying that our escrow was short and needed to make a surplus payment to catch up the escrow on our account. They changed our bi-weekly payment from {$400.00} to {$430.00} without our permission. My husband called and spoke with XXXX XXXX. She said the escrow would increase the payment so the bi-weekly payments would increase because they assumed that I wanted to continue the {$80.00} overage for principal every month. She changed the principal only payment of {$590.00} on XX/XX/XXXX to cover the {$490.00} shortage on Escrow so it should be {$490.00}. The remaining {$100.00} would go to principal. It should show online in the next 72 hours ( XXXX now ) and should show by XXXX on XX/XX/XXXX. XXXX The escrow shortage has not yet been corrected as I was told on XX/XX/XXXX it would be, I called and I talked to XXXX XXXX XXXX XXXX and asked about payment history and why money wasn't moved to Escrow like it was supposed to be. The principal only payment on XX/XX/XXXX will also be fixed. The account has been flagged on XX/XX/XXXX for updates. The principal only payment on XX/XX/XXXX for {$430.00} would be redirected to unapplied payment status. XXXX It showed on the account history of the escrow shortage being fixed on this date and the principal only overage applied of {$100.00}. It also showed on XX/XX/XXXX that the two payments in XXXX both in the amount of {$430.00}, one on XX/XX/XXXX that was supposed to have already been moved back to unapplied payments and the other on XX/XX/XXXX that had been applied to principle only were both removed from principle only and redirected and classified as principle adjustments which according to the principle balance were just principle only payments. On XX/XX/XXXX- we received a statement in the mail saying they were changing our payment amount to {$370.00} bi-weekly, again without our permission. Then they took a bi-weekly payment in the amount of {$370.00}. XX/XX/XXXX We checked our online account and found that our XX/XX/XXXX payment has not been made because they had improperly applied both payments in XXXX to principle only payments. I called and spoke with a customer service rep who transferred me to a specialist named XXXX who transferred me to XXXX in billing. I explained the situation to XXXX I explained that my bi-weekly payments were being improperly applied as principle only, XXXX put in a request to change both XXXX payments from principle only to cover the XX/XX/XXXX payment. I also explained to XXXX that the amount of my bi-weekly payments had been changed twice, both times to amounts other than what I had specified in the bi-weekly automatic payment enrollment form that I had signed and sent to them in XXXX. I explained to her that I had been told previously the reason for the first change was that they assumed that I wanted to maintain the {$80.00} overage that was originally set up and that I had explained back then that I wanted the amount to stay at {$400.00} and was assured that it would be fixed. I explained that when they changed my bi-weekly payment amount the last time that they had dropped the bi-weekly payments to {$370.00} and that it needed to be fixed. XXXX informed me that the amount was based on the monthly payment amount and since the escrow amount had changed that the monthly payment amount had changed and I would have to send a new bi-weekly automatic payment enrollment form showing the new monthly payment amount in order to change the bi-weekly payment amount. I asked her how it was changed twice without me sending a new for directing the change, I also told her that according to their policy they can not change the amount of my bi-weekly payments without my permission. She spoke to her supervisor and informed me that she would notify the bi-weekly payment department to follow the directions on the form I had previously sent in and my bi-weekly payments would be reset to {$400.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To my dismay I noticed an erroneous reportings on my XXXX credit bureau for myself, my Dad and my daughter for a fictitious .My daughter called a representative at Shellpoint Mortgage Servicing customer service number, on XX/XX/XXXX she indeed confirmed this was an error and confirmed the following details : The loan was originally with XXXX Mortgage XXXX it was scheduled to transfer to Shellpoint but never transferred because the truth of the matter is my husband refinanced from XXXX XXXX XXXX of 2019 with no delinquencies prior and neither me or my daughter were even on the loan when XXXX was the mortgagee. I dont know how my mom and I were even on XXXX record. The loan NEVER hit your portfolio yet has been reported 120 days delinquent on all three of our credit bureaus!!! Which caused our credit rating to decline between 25-50 points each. I myself noticed this because I was in the process of applying for a loan and was denied! My daughter and I have spent several hours calling and holding to speak with your company and representatives at the credit bureau to dispute this item on all of our credit bureaus. Such negligence should not have take place and it has cost us as consumers. The other thing that concerns me greatly is that, neither my daughter, husband or I never received any correspondence from Shellpoint, or XXXX about any mortgage transfer to our residence. Please remove this erroneous reporting from all credit bureaus for all parties involved immediately. I also confirmed on a secondary phone call to Shellpoint, they has now transferred said mortgage to another lender, they couldnt tell me who, that now has our personal information and shouldnt. Shellpoint is hindering our ability to get other lending transactions approved. I would like a letter mailed to each of us with resolution.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60302
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was with XXXX XXXX, whom I also filed a complaint against. XXXX applied my mortgage payment somewhere else and it took them almost a year to resolve and figure out what they did. They sent me a letter regarding the misapplied payment. I received notice that my loan was getting transferred to Shell Point Mortgage and BEGGED XXXX to resolve my payment history prior to selling it. ( Even after a year, they were not showing the applied mortgage payment ). They did not. My first payment letter with Shellpoint showed applied/ unapplied mortgage payment. I couldn't even understand what was going on and I '' m in the mortgage business, but could tell that my missing payment wasn't applied correctly. I IMMEDIATELY sent Shellpoint the information from XXXX and received notification that Shellpoint was reviewing and looking into it. They have been calling me 5 TIMES A DAY, not leaving a message. I called them to talk to someone and got hung up on after holding for 30 minutes. I do NOT want to be harassed by them and get this many calls when they are supposed to be looking into the information that I sent to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08096
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Re : Shellpoint Mortgage Servicing ( XXXX ) To Whom It May Concern : Due to the Coronavirus pandemic, I have not been able to work. As a result I am facing tremendous financial difficulties and unable to meet my financial obligations. I have expressed my financial issues with Shellpoint who is the mortgage servicing for home. To date, Shellpoint has postponed the monthly payment for three months. However, I have been advised that I would have to resume payment after three months and pay a one time payment for the outstanding balance. This is unaffordable and I would not be able to make this payment. Shellpoint has refused to provide me an affordable payment option.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to rez mortgage from XXXX. Then rez mortgage wanted to tell me I was behind when I wasn't so I emailed my bank statements to prove I wasn't and they still haven't fixed it. I haven't paid XXXX, XXXX, or XXXX because they'll put it on the months I do not owe. I have the money to pay but I don't want them to come back and say I'm still behind. I have contacted them numerous times and also asked to speak to a supervisor. I had to pay my homeowners out of my own pocket.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53214
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: *** ( Please Note : Point of contact is the assigned person in loss mitigation to my file. The point of contact is also referenced as she and her in this letter. ) Ive experienced continuous unfair treatment with Shellpoint Mortgage Servicing ( NewRez LLC dba Shellpoint Mortgage Servicing ) through my point of contact. The discrimination occurred while working to receive a loan modification for my mortgage. The concerns havent been addressed by Shellpoint Mortgage Servicing after several complaints to management and allowed to continue. Ive been trying to receive a modification, following up constantly, emailing, calling, and submitting all requested documentation. Ive been in this process since the beginning of XX/XX/2020. Ive went long periods of never receiving an update to the file even with my point of contact having two telephone numbers and an email address to directly reach me. During this process, Ive received updates to new requirements to my file by talking to random Shellpoint representatives not assigned to my loan. Due to my point of contact not responding. The point of contact has never informed me of loan modification options that Im pre-qualified for from the investor that have more beneficial terms ( such as a lower interest rate and lower monthly costs ). The point of contact/loan modification specialist for Shellpoint Mortgage Servicing has withheld program details from me and attempted to steer me into less favorable loan terms. She has present this as my only option which isnt true and I learned of this by speaking to another Shellpoint Mortgage Servicing representative on XX/XX/2020. The discrimination was from the beginning of the loan modification process and has continued to worsen with my complaints. My point of contact within the loan modification department of Shellpoint Mortgage Servicing is retaliating against me based on my complaints Ive made. I believe her retaliation is furthering my adverse loan circumstances after the complaints, due to discrimination, unethical behavior that doesnt meet fair lending requirements, and redlining. The point of contact, has held my file back from underwriting which has caused me not to receive the required assistance I need to get caught up with payments and save my home from adverse conditions and or foreclosure. I submitted all the required documents and my loan was truly never submitted timely/correctly by the point of contact. My point of contact, has purposely tried to steer me into what I have learned on XX/XX/2020 is a CMOD which has the highest monthly amount which shes aware I cant afford. The CMOD doesnt have a reduced interest rate and a higher monthly payment amount of {$1400.00}. She has never once informed me that there are different loan modifications that Im pre-approved for such as the streamline and Flex MOD. I learned about the streamline loan modification that wouldnt require documents first on XX/XX/2020 by another Shellpoint representative that isnt assigned to my file. Even after learning of the streamline option, the point of contact was attempting to hold up my process and I have email correspondence of her requiring documents to be signed after XX/XX/2020. I requested due to COVID-19 that I could final sign documents with the loan modification due to not having a working printer and state on lockdown. This was denied by my point of contact, even with receiving every requested document by underwriting she chose to hold my loan for any reason she could that wasnt a true requirement of review. The point of contact never informed me of the FLEX MOD which was pre-approved by the investor for {$1100.00} and a reduced interest rate of 3.375 % and term of 480. Shellpoint Mortgage Servicing isnt adhering to XXXX XXXX guidelines for individuals experiencing hardships based on COVID-19. The point of contact has been deliberately discriminating against my loan modification process which is jeopardizing my home. I ask why would a point of contact in the loan modification department withhold the most affordable option from a concerned homeowner experiencing hardship during a global pandemic. She has deliberately told me information that isnt factual that Ive learned of on XX/XX/2020. She told me that the higher payment of {$1400.00} would be required for three months. That the investor requires a higher payment to see that you are serious about retaining your home. This isnt the case and was a deliberate act of presenting false statements to steer me into a program that is a totally different modifications. The only program she offered was actually higher that my payment prior to applying for a loan modification. She has chose me to single out to try to make it impossible for me to afford a plan. She also told me that the information would be delivered from XXXX within a few days. I have learned that no modification plan has been finalized and nothing was ever sent via XXXX. I also learned on XX/XX/2020 that CMOD arent the standard modifications and most people are being submitted to and that representatives are submitting borrowers to FLEX and streamline programs in which she has never offered me weeks and almost two months into my process which has been delayed purposely by the point of contact. I also learned XX/XX/2020 that my loan modification must have been submitted/approved by XX/XX/2020 to be eligible for a XXXX trial period start. As stated before, she told me that I was already approved which isnt the case and my trial period would start in XXXX. Ive also learned nothing is missing from what I submitted, however my loan modification was sent back to the point of contact due to corrections on her submission which she has never complete of missing information of trial to start and summary notes. Two items that she could easily do and are her responsibility, however she has chose not to so she could continue to derail the assistance Im so desperate in need of. Ive requested for my point of contact to be changed a few times which has never been done. I requested that of her manager & her managers manager step in directly to correct the deliberate mistreatment Ive faced. I requested my point of contact be changed and she isnt able to adversely affect my process to save my home any longer. I requested that Shellpoint Mortgage Servicing investigate all recorded calls, emails, and notes. Im not aware of any of these actions I requested ever being completed to help me. I shouldve never experienced such deliberate and unfair actions to block the process of a successful loan modification. The managers of my assigned point of contact as well as other Shellpoint representatives have received several correspondence from me regarding my issues and complaints which nothing has been resolved. This is why Im filing the complaint. Ive never experienced such outright and deliberate discrimination in any lending experience prior to this loan modification application. Its really discouraging to not have any assistance from management to stop an individual from purposely trying to cause a further hardship, force a homeowner into foreclosure, purposely withhold program options that are more beneficial that Im pre-qualified for by the investor. I requested that a formal complaint be made within Shellpoint, but I dont believe they ever did anything regarding the complaint request either. Shellpoint Mortgage Servicing should provide all available options and fair loan terms to all borrowers regardless of color, disability status, and areas in which they reside.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2019, Shellpoint Mortgage took over our home loan from XXXX. Unfortunately no one notified us about that transfer. Not XXXX and not Shellpoint. It wasn't until my husband tracked down who held the mortgage in XXXX that we were able to find out about it. Once we found out who to pay, and they sent us a statement we sent in a payment. Then we got another statement and sent in another payment Both payments were returned without being accepted. We had to call them again and pay over the phone. They are still charging us late fees even though we could not have paid them on time because we didn't know who held the mortgage we were never notified! They are also reporting this to credit reports even though it is Shellpoint 's fault.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97355
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A