Date Received: 2020-04-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Shellpoint, the servicer is rarely available to assist with my account. I emailed and called and left messages with little to no response from the " point of contact '' representative. I have waited on hold for over 3 hours plus to attempt to make payments. I spoke with a manager over 2 months ago to report the issues and was told he'd call me back but he never did. My account was transferred from XXXX at the end of XXXX in an approved status for a modification and I just got the paperwork. They sent me documentation that was incorrect. This has been the most stressful and frustrating process I've ever experienced. The unreturned communications occurred countless times. I've complained to several representatives and management of the company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53214
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Submitted a prior CFPB complaint that was closed on XX/XX/XXXX. The companys response did not address or provide clarity on any of the specific details regarding repayment options I provided in my original complaint. Please review. The Federal Housing Finance Agency, which regulates XXXX XXXX and XXXX XXXX, says that borrowers in forbearance whose loans are backed by the two mortgage giants " are not required to repay the missed payments in one lump sum. '' The CARES Act mortgage forbearance rules govern the servicing of my loan in this situation. Strangely worded survey was sent out to mislead on XX/XX/XXXX. Cant get access to website to review account. Photos attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Why didn't the assigned SPOC ever call or get back to me? I emailed over 5 times. I called multiple times. I expect a response, since I was told she would respond within 24 hours. I NEVER received correspondence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Why haven't I received a letter in the mail that the forbearance was cancelled? On XX/XX/XXXX at XXXX CST I spoke with XXXX XXXX XXXX She submitted the request for the forbearance to be cancelled. On XX/XX/XXXX at XXXX CST I spoke with XXXX - he confirmed that the forbearance was cancelled and I would be receiving a letter. On XX/XX/XXXX at XXXX CST I spoke with XXXX XXXX XXXX he confirmed that the forbearance was cancelled and I would be receiving a notice in the mail. He also told me I a supervisor would call me back. Why didn't a supervisor call me back? I also was assigned a SPOC who never replied to 8 emails or called me as requested many times. Where is the official letter of cancellation of forbearance? Why have I not received it? I did not want a forbearance and was forced into it. On my other complaint Complaint id : XXXX you confirmed that the forbearance was cancelled. Where is the physical letter to be mailed?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Waiting on my insurance check to be signed by Shellpoint Servicing. I have already filed a complaint but now they are stating in a letter to my lawyer the re-issued check has not been received and they checked on this on the XX/XX/XXXX. I sent it certified and was notified by USPS that the check was delivered and signed for on the XXXX of XXXX. I called the Loss Draft Dept and was told the check in there and being reviewed. All i need is this check signed so i can cash it and pay the contractor. This is making ill. I have XXXX XXXX and it is making me not able to sleep and worried. Please help me!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Me and husband have been charged for bankruptcy every month. We have never ever claimed bankruptcy we have no debts and we are also being charged for late charges every month when our is on time. This has been an on going problem for over two years now
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 21221
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is a company called NewRez LLC dba as Shellpoint Mortgage servicing that is servicing my VA home loan. I revived a letter yesterday that states that I did not make my XX/XX/2020 house payment and they are charging me a {$31.00} late payment fee. The payment was made and cleared the bank on XXXX XXXX. I have tried calling there so called customer service and all I do is set on hold for long periods of time. The reason I am writing to you about this problem is that this is not the 1st time this has happened to me. About 8 months ago I had the same problem with this company. I called several times and talked different supposed service reps with no help. It was not until I filed a complaint with the XXXX that I got someones attention to my problem and got it fixed. It tuned out that my payment was posted to the wrong account number. It seems to me that this is happening all over again. I am an elderly person and it is not easy for me to have to go to the bank, stand in line to get a copy of a canceled check to prove to this company that I in fact did make my payment and on time. I think this company should be investigated for there accounting practices. It makes me wonder how many others are having the same problem with this company?
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93612
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was sold to NewRez/Shellpoint 5 months ago. I am currently trying to refinance with another mortgage company while the interest rates are low. I have been requesting from NewRez/Shellpoint Mortgage, for 14 days, a payoff of my mortgage. I have emailed them twice, I have requested the payoff online many times, I have called and spoke to a representative on XX/XX/XXXX and XX/XX/XXXX and left a message for her today. She can not tell me why I cant get a payoff. She gave me her direct line. Although very kind she doesn't appear to be able to help me. I have told her I need this by Thursday XX/XX/XXXX for closing. She has my email and phone number but isn't calling me ... probably because she doesn't have any information. This has been extremely frustrating. My new rate is only good for a few more days and if I miss out on this lower interest rate because of NewRez and their incompetence I will be extremely angry. XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX my mortgage was sold to ShellPoint Mortgage. My mortgage payment was XXXX and in XXXX I receive a letter that my mortgage would increase to XXXX and then I receive a letter that stated as of XX/XX/XXXX that my mortgage would increase to XXXX On XX/XX/XXXX I called and spoke to Rep. XXXX she said she did not have a ID number and could not give me her last name and she begin to tell me that my mortgage increase do to my insurance. We called XXXX XXXX and they faxed the Evidence of Insurance form to ShellPoint mortgage the Rep said she receive and I should be getting a letter in the mail informing of the correction, well as of XX/XX/XXXX it has not gotten fix. I have called and talk to so many people and they keep telling me that they are fixing the matter. I am so afraid about this they have poor reviews I don't want anything to happen to my mortgage, I just want this matter fix and I want to buy my mortgage. This company is very unprofessional. No returned email and no call backs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Mr. XXXX XXXX the CEO of Shellpoint regarding the issue with my insurance check. I am hoping this will be the last step I have to take in order to get the check signed and returned to me. I am so thankful that i will never have to deal with these people again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A