Date Received: 2020-05-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX FILED BK RECENTLY AND SETTLED WITH US FOR $ XXXX, they are tradelines associated with XXXX, XXXX & XXXX AND ALL TRADELINES, XXXX, XXXX, XXXX, AND SHELLPOINT SEE ( CASE NO.XXXX XXXX V. NEW PENN FINANCIAL ). WE WILL SUED YOU ALL CARBON CAPYING THIS CLASS ACTION LAWSUIT. ALL TRADELINES HAVE VIOLATED ALL STATE AND FEDERAL CONSUMER PROTECTIONS ACT ALONG WITH THE DODD-FRANK FRANK WALL STRRET REFORM AND CONSUMER PROTECTION ACT IN ADDIION TO FORCE XXXX TO DELETE TRADELINES AND SEND WRITTEN PROOF FROM XXXX DIRECTLY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72712
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i was with XXXX which has been sold to Shellpoint, Shellpoint is wanting me to pay almost {$10000.00} by XX/XX/2020 they stated that I have made no payments from XXXX XXXX thru todays date XXXX XXXX they are going to foreclose on my home, and are not willing to work with me, I have sent payments XXXX, Shellpoint will not accept the last 2 payments until the {$10000.00} is paid in full, I do not owe this amount, I have no way of knowing what was done with my payments, Shellpoint is not willing to work with me, now they want a letter stating why I was late, I am not late. there is no way I could have gone 10 months with out a foreclosure before now I can prove 5 and still working on trying to find my payments which are already paid for a year, I have 2 money orders that Shellpoint will not even accept. please I need help,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is my mortgage company. I pay monthly, {$780.00}, on time every month via my bank 's bill pay feature. Beginning in XXXX I paid {$880.00} ... an extra {$100.00} on top on my {$780.00} due so I could pay off principal faster. Also beginning in XXXX, Shellpoint stopped posting my payments. The ONLY change was that I started paying extra- same timing, same pathway, same everything else. Shellpoint indicates they can not locate the payments despite me providing them bank transaction confirmation. They want a cancelled check- never mind that I have ALWAYS paid this bill electronically. Who pays with checks anymore?? Shellpoint neglected to inform me they were not posting my payments- I see the money deducted from my bank account and sent to them, and logically assume my bills are paid. They have my payments. Wouldn't you think a mortgage company would figure out where payments should be posted in their system and not just disappear? The FIRST indication of a problem was when XXXX texted me with a drop in my credit score. I called Shellpoint and have gotten nowhere. They refuse to acknowledge their error and refuse to right my account or to even look to see where they allocated my payments. EXTREMELY FRUSTRATING. So in summary : I pay my mortgage every month, never miss a month. Shellpoint took my money but hasn't posted it. My credit score is dropping because they ( fraudulently ) notified the credit agencies I was in arrears ( I was not ). And they added late fees. DO NOT USE SHELLPOINT. My mortgage was with another company that sold it to Shellpoint- they have horrible customer service and even worse business practices. Avoid them.
Company Response: Company disputes the facts presented in the complaint
State: NC
Zip: 28461
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I own a XXXX XXXX which was completely shut down due to the Covid pandemic. When the situation began I immediately contacted my mortgage company in XXXX. I did not hear back for weeks - ONLY AFTER I filed a complaint with your office and the company was forced to respond. A 3 week forbearance was granted to me in late XXXX as a result. Today I received a new letter from the company threatening me once again with credit report damage and foreclosure if I do not pay. They are telling me I am over 45 days late when I have a forbearance agreement. This is not fair and not legal. I've contacted them to tell them so and am filing this complaint with you because I do not trust them after their prior attempt to harm us. I must also mention that the company has in the past few months raised my monthly payment from {$2800.00} per month to {$3200.00} per month. The rate is not adjustable during this period and I am worried they are unlawfully taking advantage of us by adding in fees and costs that are not part of our signed agreement for the mortgage. PS : I have attached copies of the forbearance granted in response to your ( CFPB ) action, and the current notice of default to this complaint below. The mortgage info and company is : Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, MI XXXX ph : XXXX email : XXXX Mortgage Account # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34119
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been trying to fix our Property Mortgage Insurance payment since XXXX, XXXX with Shellpoint. Shellpoint took over the servicing our loan in XXXX, XXXX and when they did, they increased our Property Mortgage Insurance ( PMI ) monthly payment from our escrow account WITHOUT notice or a new escrow statement. When we finally received our escrow statement, that also had the INCREASED amount. We contacted them several times asking for an explanation of this increase when during all of the 10 years we have been paying down our mortgage, it has ALWAYS decreased. I even went as far as to contact XXXX XXXX to find out what our monthly payment should be. Unfortunately, they could not provide that information since we do not hold the contract with them. The XXXX XXXX rep was able to tell me that our PMI should DECREASE since our amortization schedule decreases unless there is something like a refinance that could change the amortization schedule. We have not refinanced on our home since XXXX nor have we done anything to our mortgage terms that would affect our amortization schedule to cause this change. We filed a complaint with CFPB on XX/XX/XXXX regarding this matter and requesting that we receive a new escrow analysis. The resolution from our prior complaint by Shellpoint was that they dropped the increased amount back down to what we had been paying from XXXX, XXXX - XXXX, XXXX and provided us with a new escrow analysis. HOWEVER, they still have not provided an explanation as to why the payment is NOT reduced for XXXX, XXXX - XXXX, XXXX. We will be paying the EXACT same amount for 2 years now. WHY? We sent an email on XX/XX/XXXX, XX/XX/XXXX, and on XX/XX/XXXX ( see file " 1_Shellpoint Escalations Email Attempts ... '' ). The emails also included very detailed attachments ( see files " A_Shellpoint Still Questionable .... '', " B_Shellpoint_Loan_History .... '', " C_Bauer_PMI_Payment .... '', and " D_Shellpoint_Loan_History ... '' ). Shellpoint sent an auto reply acknowledging receipt of all 3 emails but we had not heard anything until we received 2 acknowledgment letters on XX/XX/XXXX and a request for an extension on XX/XX/XXXX ( see file " 2_Shellpoint Automatic reply .... '', " 3_Shellpoint_Mailed_Response_Ackowledgement Letters '' and " 4_USPS informed Delivery Daily Digest .... '' ). Our PMI should decrease like it has since our refinance in XXXX. Our amortization schedule has decreased. Even according to Shellpoints own payment history they have sent to us several times shows that our PMI monthly payment has DECREASED each and every year except for this year from XXXX, XXXX - XXXX, XXXX where we are paying the EXACT same amount that we had paid from XXXX, XXXX - XXXX, XXXX. Shellpoint has acknowledged receipt of our inquiries but they continue to delay with any sort of answer. This is NOT a complicated matter and their is NO reason that the investigation should be taking almost 3 months to figure out.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: UT
Zip: 84044
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter dated XX/XX/2020 titled Annual Escrow Account Disclosure Statement. On this letter, NewRez Mortgage aka Shellpoint Partners LLC, advised that my escrow account was short by {$910.00}. Due to this shortage, my mortgage payment amount would increase from {$1600.00} to {$1800.00}. If I were to pay the shortage amount of {$910.00}, my new mortgage payment would only be {$1700.00} which takes into consideration a possible increase in property taxes. I first sent a payment of {$910.00}, specifically notating that it was an escrow shortage payment. Then two days later, I made the agreed upon payment of {$1700.00}. Both payments were accepted, but the {$910.00} payment remains un-applied and the new mortgage payment amount does not reflect the escrow-only payment I made to the account. I have called and spoken to several representatives about this matter - initials provided for privacy ( XXXX XXXX, XXXX XXXX and XXXX XXXX and many others ) When I finally spoke to XXXX XXXX he was able to make a note on my account to apply the {$910.00} to the escrow shortage, but the other representatives were completely useless i.e. transferring me to disconnecting numbers, transferring me to fax lines, or just disconnecting the line once they discovered they were not able to assist me. The issue has not been resolved to this point, and my account will show delinquent, though it is not. I am going to continue to pay the amount notated in the XX/XX/2020 letter NewRez sent to me, though their online records reflect a different ( incorrect ) mortgage payment amount due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are 2 months behind on my mortgage. We have been making payments but have not been able to catch up on back payments. Have stayed in touch with servicer and let them know we are trying to catch up. I recently received a letter saying we were accepted in a forbearance. I never asked or applied for a forberence as I did not know what that was. I called the Servicer and asked what a forberence is and I said I did not ask for a forberence. They told me I did. I asked what date that request was made and they gave me a date and I said I never made that call to them asking for a forberence. I asked them about the terms and they said a balloon payment in 3 months. I told them to please remove the forberence that I did not call and ask for one. They are trying to trick me into a forberence and are lying. The Servicer is NewRez.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 915XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been with this servicer since XX/XX/XXXX. I am having problems with having the payments I send to the servicer, applied correctly to my account or even showing the amount sent in on the statement in a clear manner. In addition, I can not discern what charges are for ( which is defined as things paid from the money I send in to the servicer ) with regard to the description in the monthly statement provided by the servicer. Payments have been made on my account for months in the future ( through XXXX and I am still showing in arrears by {$45.00} for past due amounts. These are for miscellaneous charges. summary of payment indicates payment for charges due well into the future ( XX/XX/XXXX ). Why are these items charged to my account and paid by servicer when I can not discern what they are for and if they were legitimate. Why am I being charged for a foreclosure in XX/XX/XXXX when I was not in foreclosure in XX/XX/XXXX. This servicer began servicing my account in XX/XX/XXXX and I was only 1 payment " behind at that time '' according to the records of the current and prior servicer. In addition, I did not authorize the collection and payments of these charges by this company on behalf of a prior servicer because I do not owe them. There are many incorrect/unlawful charges ( payments from moneys I have sent in ) made on this account, including payments for charges by prior servicers ( i.e., XX/XX/XXXX foreclosore charges ) which were collected by this current servicer. The current sevicer can not indicate the veracity of a foreclusre in XX/XX/XXXX and the servicer statements do not clearly indicate that the payments, called " charges '', and vaguely indicated on the statement as " FC COSTS '' were for a foreclosure many months ago ( XX/XX/XXXX or XX/XX/XXXX ) with a prior servicer and not for any amounts pending and incurred during my brief time with this company ( since XX/XX/XXXX ). The current servicer has increased the amount I owe for the 1 month prior to their servicing of this account. The statement dated XX/XX/XXXX from the current servicer indicates over {$3000.00} owing for the month of XX/XX/XXXX ( with prior servicer ) .. They indicate that the " contractual due date is XX/XX/XXXX. In every previous statement since they began servcing the account, the amount owing for the last month with the previous servicer is significantly less ( 1 month and other " amounts due '' are alleged ). ( see XX/XX/XXXX current servicer initial statement and " Delinquency Notice '' section of the XX/XX/XXXX statement for discreprancy ). Also, there are gaps in the statement history and missing activity on the statements provided to me by the current servicer. They also continue to change the date the statement is prepared to manipulate the statement. The charges I speak of are things paid by me by the servicer as indicated on the servicers website payment history, but not indicated on the statement. See each statement, including the XX/XX/XXXX ( initial ) statement which indicates a statement history from XX/XX/XXXX thru XX/XX/XXXX??? This is not possible. Many charges are shown on my account ( on website and attached ( see " payment history '' ) which are not reflected in the statement. Also, the amount owed is not in line with the prior servicer documents which the current servicer has in their possession. Finally, the " Delinquency Notice '' section of the XX/XX/XXXX statement from the current servicer indicates differing amounts owing for the months of XX/XX/XXXX an d XX/XX/XXXX. These are additional amounts which are not explained or understandable and do not conform to the note or agreement of the parties.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92227
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I reached out to my mortgage holder ( NewRez ) in XXXX of this year XXXX to request that they cancel my PMI on my home loan. I bought the house in XXXX and have never missed o r even been late on a payment. NewRez sent me an notice in the mail in XXXX of XXXX stating that they cancelled my PMI effective XX/XX/XXXX and that I should receive " New payment information within 2-3 weeks from the date of the letter. '' I have yet to received a new payment and or new payment information. On XX/XX/XXXX I called NewRez " Customer Care '' and spoke to an XXXX and explained the situation, she said she saw where the notice to cancel PMI had been mailed out but could not explain why there was no change ( deduction ) in my monthly payment?
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Per judgement in my divorce decree on XX/XX/XXXX, I was to be, " held harmless of any mortgages and or liens '' on the primary residence given to my ex-wife. On XX/XX/XXXX, the mortgage company XXXX performed a quitclaim title of the primary residence to Shellpoint Mortgage Servicing ( a part of XXXX XXXX, XXXX XXXX. Shellpoint foreclosed on the primary residence in XXXX of XXXX. Despite the judgement in XXXX, the foreclosure shows on all three credit bureaus. I have tried multiple times to get it removed from all three credit bureaus with no success. I have tried to get it removed from Shellpoint directly with no success. Finally, I enlisted a third party, XXXX XXXX, to try on my behalf to remove Shellpoint. All three credit bureaus ( XXXX, XXXX, XXXX ) refer back to Shellpoint and Shellpoint re-validates the account with each request. XXXX XXXX not been successful either in removing Shellpoint. Please note that I have successfully removed the original mortgage company, XXXX, from all three credit bureaus and XXXX XXXX has been successful in removing other incorrect and negative information. I am trying to rebuild my credit to purchase a home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A