Date Received: 2020-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The lender keep placing discharged cram down debt on my payoff statements once in XXXX and again in XX/XX/XXXX one month before the scheduled sale of my property in XX/XX/XXXX. My property was placed on the auction block and there were no bids on XXXX for the property I was a bidder on the property. Within a week the PSO private selling officer for the courts and the plaintiffs attorney filed a sales form with the court stating that the property sold. My lawyer filed a motion in XX/XX/XXXX disputing the sale of the property. I discovered that at that time all XXXX judges passed a motion to discontinue using POS sellers in XXXX County Common Pleas court in Ohio. The debt collector XXXX XXXX was successful in getting the judge to confirm the false sale and taking possession of my property which I had two tenants living in the duplex at that time. The Shellpoint the loan servicer sent me a 1098 listing interest that I never had paid in for XXXX. The 1098 also was showing a balance of the loan debt at {$44000.00}. Shellpoint finished with a 1099-c forgiving {$11000.00} of the principle loan debt and telling the IRS that the fair market value of he property was only {$35000.00}. Conclusion : In XX/XX/XXXX I file a motion to have have the sale reversed and was able to convenience the courts by a phone call recording I was able to get form XXXX that the property never sold in XX/XX/XXXX. The sale was vacated by the Judge XXXX but part of the judges decision was that the property could be resold by the courts own Sheriffs department. As a result of the false sale resulted now I believe to be a issue with part of the decision by the courts. The claim is that part of the debt was already forgiven by the lender by a 1099-c and the debt collector XXXX XXXX under the assumption that the false sale went though and the case was over paid off the first lien on the property used in the original foreclosure sale. I am looking for the new sale date to be vacated and the POS seller auctioneer hired by XXXX XXXX to be investigated by the Ohio attorney generals office for fraud in the sale of my property. I do not owe what the sale states I owe on the property note and the information obtained by the sheriffs sale and used as public notice must be correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1. I have a mortgage starting from XX/XX/XXXX served by XXXX XXXX XXXX ( XXXX ) and I have paid twice through the mail but I did not receive any confirmation. I try to log in to my account to see my information ( my remaining loan and all the payments I have made ), but the reference number they gave to me is wrong and I can not log in at all. I called them and every time they said they will solve but nothing happened. 2. On XX/XX/XXXX, I got an email saying that my mortgage has been transferred to the Shellpoint Mortgage Servicing XXXX http : //www.shellpointmtg.com ) and they also gave me a new reference number to access my account. I still can not use this reference number and my SSN to access my account on their website. I called them many times and they did nothing but perfunctory. I have no other ways. It is our right to receive the confirmation of our payment and check how many loans are remained to pay. I need to know the details of my payment and mortgage progress. I even can not pay online. Thank you very much if you could help me. My name is XXXX XXXX. My property address for the mortgage is XXXX, XXXX XXXX XXXX, XXXX, XXXX, VA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XXXX mortgage was assumed by Shellpoint mortgage company effective date XX/XX/2019. We were sent a letter stating our XX/XX/2019 payment would be made to XXXX and we would submit XX/XX/2019 payment to Shellpoint. Shellpoint is stating that I did not pay my XX/XX/2019 payment. I have provided them proof of payment from my bank. In the letter Shellpoint states XXXX payment was made but returned which is not correct- documentation of XXXX statement showing payments correct, bank withdrawl and letter..I have provided documentation showing payment came out of my bank and no return and a letter from bank stating payment was made. I requested payment history that shows all payments made. They have reported this to credit report and I now have a substantially lower credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28025
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I called and agreed to a repayment plan on XX/XX/XXXX. My XXXX payment was to be spread over the next 3 months. I followed all the instructions given to me, including signing the repayment plan document and returning it to Shellpoint. I also set up automated payments to ensure that I am never late paying the mortgage / repayment plan payments. I was reported as 30 days late to all 3 major credit bureaus for XX/XX/XXXX, and I was told by the representative who set up the repayment plan, this would not occur due to the repayment plan activation. The agreement stated to have the document signed and received by Shellpoint before XX/XX/XXXX ; however, according to Shellpoint 's Service team, the signed documents were received on XX/XX/XXXX. Prior to the agreed 1st payment date, I called and asked that the payment date be extended because the funds would not be available on the date the down payment was set for. A new repayment plan was then initiated and more documents were sent to me and sent back to Shellpoint / New Rez prior to the required date listed on the new repayment plan forms. At no point was I told by any of the customer service representatives that I would be in any danger of negative reporting for XX/XX/XXXX. On XX/XX/XXXX I received my annual escrow analysis from Shellpoint via postal mail. This was not requested by me, I was told that this is done automatically and annually by Shellpoint. The Escrow analysis document that was sent to me was dated on XX/XX/XXXX ; which was a day after I called to initiate a repayment plan. The Escrow analysis indicated my mortgage payments would decrease beginning XX/XX/XXXX, which would cause over-payment on the current repayment plan. I called and asked that the payment plan be updated to reflect the decrease in my mortgage payment because of the escrow analysis that was completed. The Rep I spoke with ( XXXX ) stated that a new repayment plan would have to created and assured me Id be in no danger of 30 days late being placed on my credit report, as long as a down payment of {$2000.00} be made, which would cover the XX/XX/XXXX payment. The payment was completed and documents for the new repayment plan were sent prior to the date requirement for the plan to be activated. I received 30 days late remark on my credit report for XX/XX/XXXX, I disputed that remark with CFPB and it was removed, but a 30 days late remark was then placed on my credit report for XX/XX/XXXX. According to the dispute remarks left by Shellpoint regarding the XX/XX/XXXX reporting ; Shellpoint stated on a document dated XX/XX/XXXX " On XX/XX/XXXX, you elected to wait for the escrow analysis to be completed, and as of XX/XX/XXXX, you were not participating in a repayment plan. '' However, the escrow analysis was completed on XX/XX/XXXX and I called on XX/XX/XXXX without any knowledge of the escrow of the completion of the escrow analysis report, so how could I wait for something that is already completed? New Rez / Shellpoint responded on a separate document dated XX/XX/XXXX stating that " on XX/XX/XXXX you called in to see we could edit the repayment plan monthly payment amounts because an escrow analysis had been completed. '' Shellpoint / New Rez goes on to say in that same document " the representative advised you that the repayment plan was active and could not be edited. '' That is false and contradicting information in response to the Credit reporting disputes for XXXX and XX/XX/XXXX. The documents state 2 different versions of a conversation that I had with Shellpoint. The document dated XX/XX/XXXX makes no mention of the conversation I had with Shellpoint on XX/XX/XXXX and states that I was not participating in a active repayment plan. However, the document dated XX/XX/XXXX states that I did in fact have a active repayment plan which would have included the XX/XX/XXXX payment, since I called originally in XXXX to spread out the XXXX payment over the next 3 months. Shellpoint stating that I was told that I was not on a current repayment plan on XX/XX/XXXX and then stating that I was told that I was on a repayment plan on XX/XX/XXXX ; makes their claims false and contradicting. All of this information regarding the disputes was then mailed to me by Shellpoint and left as consumer remarks on the disputes I placed on CFPB.gov. Documents are attached plaese review them carefully. The actual agreement and conversation on XX/XX/XXXX went accordingly : the repayment plan was set up by XXXX, a Shellpoint Supervisor, she stated that the XX/XX/XXXX mortgage payment will be covered by the {$2000.00} down payment which was made by the date required by the active repayment plan, and I would not receive any negative remarks for XX/XX/XXXX as long as the down payment is received by the date listed on the repayment plan documents. That was the sole purpose of setting up the repayment plan to avoid negative reporting in XX/XX/XXXX and any following months. That's what was agreed upon by XXXX ( Shellpoint ) and I.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60644
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, Shellpoint Mortgage Servicing acquired my XXXX XXXX. I had never missed a payment to XXXX or any previous mortgage lenders. Shellpoint simply informed me by email of the acquisition, giving me no mortgage acct number. I tried repeatedly to phone them and was held on hold for 45-65 minutes, then the connection was always dropped. I also tried their website and only received a flashing " Can not Process '' when I attempted to pay XX/XX/XXXX mortgage. I then went online to my bank, XXXX XXXX XXXX and set up a Payment Payee for Shellpoint. The bank requires an account number for setting up a Payee. I had to fabricate one to get past their set-up procedure. I chose XXXX as a pseudo account number since I wasn't successful getting one from Shellpoint. I then paid XX/XX/XXXX mortgage thru my bank and then in XX/XX/XXXX I paid XX/XX/XXXX mortgage. I have banking records showing both payments to Shellpoint acct XXXX. In XXXX, I finally received an acct number by email, XXXX and called and paid the mortgage to that account. Much to my chagrin they informed me that I was in arrears for XX/XX/XXXX. and XX/XX/XXXX. and they had no record of acct XXXX. They would not help me except thru their online complaint processing. I submitted a complaint on XX/XX/XXXX and they have not helped me, implying it is a technical problem on my computer. I have no problems with any of my other more than 25 payees. They have contacted my credit score companies, XXXX, etc. and my credit score has dropped drastically. This is devastating. I have attached my banking records
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34135
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i was given a 10.25 % loan.The company classified this as an investment property. It was and is my primary residence.I have tried to have this modified since XXXX only to be told the XXXX did not work. It does.. I have also asked for proper accounting and a QWR answered. I have been ignored.in violation of Federal Servicer act 12 U.S.C. 2605 { c }. Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We pay XXXX monthly mortgage payment. We do NOT escrow. In XX/XX/XXXX Shellpoint Mortgage started to add on escrow amounts on our account? I contacted the company, and they were NOT helpful, but I eventually learned I needed to send proof of insurance with our mortgage payment. I did. Then the next month, more escrow charges until I finally got to a human who said I sent the wrong year? So, I sent XXXX. Next month same result, more erroneous escrow charges. In XXXX, I called again and got a woman on the insurance side of Shellpoint and asked her if I could send both XXXX electronically & she would stay on the line until receipt and confirm to me. She did, and said she would fix this. Next month bill even more screwed up. she did NOTHING. That was in XXXX!!! For the next 3 months countless calls with different Shellpoint customer service people and only in XXXX when I sent XXXX & XXXX payment did we finally ( Ibelieve ) sort this out & fixed this. I asked them to remove finance charge / late fee / penalty from our final invoice & they said we needed to send to Loan servicing dept. which we did. NOTHING! NO RESPONSE. And, now I see our credit score which is always perfect, has been tarnished by these unscrouplous Shellpoint people. They have all his in their phone records. Horrible service.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92211
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX : Received a letter in the mail on XX/XX/XXXX from my Condo Insurance Company stating that my insurance had lapsed and was cancelled XX/XX/XXXX at XXXX as the initial payment was not received. They stated that I had 15 days from that date to make the payment to get the policy reinstated. I immediately called NewRez Mortgage ( Shellpoint Mortgage Servicing ) to question why my Condo Insurance was not paid. The Representative stated that it had been paid and provided check numbers. Then upon further investigation, she finds that it had in fact, NOT been paid and could not explain why. She assured me that a check would be sent out by XX/XX/XXXX and I should call my insurance company and let them know a check was coming. She and I reviewed the information for which the premium should be sent to ( name and address ) and we got off the phone. I called my condo insurance company immediately after and confirmed a check would be sent XX/XX/XXXX. XX/XX/XXXX : Noted an Insurance Premium Disbursement in the amount of {$550.00} on my statement. XX/XX/XXXX : Upon review of my account I found that NewRez Mortgage ( Shellpoint Mortgage Servicing ) had charge me a late fee of {$67.00} on XX/XX/XXXX. I knew this to be an error as I usually pay my mortgage well before the XXXX of the month. As I investigated the problem further I found that on XX/XX/XXXX they took my regular bi-weekly mortgage payment in the amount of {$1300.00} and applied it as a Principle Only Payment. I also found that in XX/XX/XXXX another one of my bi-weekly regular payments was applied as another Principle Only Payment in the amount of {$1300.00} disrupting my payments. I then called NewRez Mortgage ( Shellpoint Mortgage Servicing ) and began questioning them as to why they were applying my payments as Principle Only and charging me late fees. She stated that it was a computer error and was because I did not make ACH payments through NewRez Mortgage ( Shellpoint Mortgage Servicing ). It was then explained that I have made all payments through my bank every other week since XX/XX/XXXX without issue. I requested that these errors be fixed and flagged to decrease the possibility of repetition, and I wanted the late fee removed immediately. She then stated it would take 3-5 business days to be corrected and reflect correctly on the account. XX/XX/XXXX : After speaking with NewRez Mortgage ( Shellpoint Mortgage Servicing ) in the morning I then received a phone call from NewRez Mortgage ( Shellpoint Mortgage Servicing ) in the afternoon and of course I answered the call as I believed it would be in regards to the accounting errors. The XXXX XXXX woman ( who was very hard to understand ) requested that I hold for her manager, so I agreed to wait. The male XXXX XXXX man that got on the phone started the conversation with, Why havent you responded to our letters and phone calls! I began asking him what his phone call was in regards to because I did not receive any letters or phone calls from Shellpoint. He started yelling at me, You need to listen to me ... I explained that I am not interested in being solicited for a mortgage refinance and not to call my home again. I work the night shift and sleep during the day and again I did not want to be solicited ever again. This man was so disgusting, he told me to go back to bed, and I will call you anytime this financial institution warrants him to call. He then began to state that he wants to talk with me about a LOAN MODIFACTION. Again, I told him that I am not interested and ended up hanging up on this man because he would not take no for an answer. When I got off the phone, I was overwhelmed with the idea that this might be a scam phone call but my caller ID said it was Shellpoint and I began to investigate why my own Mortgage company would be calling me trying to pressure me into a Loan Modification. And it seems that because of the obvious account errors in the form of Principle Only Payments, it looks like I am not paying my mortgage on time and the late fees flagging Shellpoint to call me. I have since written a letter requesting no further solicitation from NewRez LLC/Shellpoint including in the mail, email, text message or phone calls. XX/XX/XXXX : Called NewRez ( NewRez LLC/Shellpoint Mortgage Servicing ) again in XXXX regarding XX/XX/XXXX & XX/XX/XXXX payments applied as Principle Only Payments again. I requested to speak to a supervisor and got hung up on/disconnected. I was also calling about the accounting ledger provided from both my online account and from the statements mailed to me. I explained that I was unable to determine what exactly has been corrected as all the transactions have the same date, and it makes no sense what they have done with my mortgage payments. I requested that an accurate accounting ledger of actual payments, noted on the actual dates the payments were made and then the actual date they fixed the payment be mailed to me immediately. I have not seen anything from NewRez showing actual dates. And the manager on the phone informed me it would take 24-48 hours to see the changes applied from the XXXX accounting mistakes. XX/XX/XXXX : Found a major water leak inside the walls of my Condo. XX/XX/XXXX : Filed a claim with my Condo Insurance provider XXXX. Representative informed me that XXXX, my adjuster, would be in contact with me in 1-2 business days. XX/XX/XXXX : One week after claim filed with XXXX Condo Insurance called as I have not heard from anyone at XXXX regarding my water leak. Called and spoke to a representative who told me that she did not have XXXX, the adjusters telephone number and would have to leave him an email. When I asked her if it was normal company policy for it to take a week to make contact with their customer to start processing a claim? She stated, no. She stated XXXX would call me the next day. XX/XX/XXXX : Received a call from XXXX, claims adjuster for XXXX Condo Insurance, and he informed me that I did not actually have a policy with his company. He gave me the phone number to the Condo Underwriting Team to clarify what has happened. XX/XX/XXXX @ XXXX : Spoke with representative from Condo Underwriting Team at XXXX. She informed me that my policy had been cancelled for non-payment on XX/XX/XXXX. They never received any payments from NewRez/Shellpoint but stated that NewRez had called them twice prior to cancellation letter had been sent to my home. On XX/XX/XXXX @ XXXX and also XXXX. Two different representatives called requesting a cancellation letter be faxed to XXXX. There has been no further communication about payments. XXXX states to have NewRez call them and if a payment has been made they will retro back my insurance and cover my claim. XX/XX/XXXX @ XXXX : Spoke with a representative about XXXX Condo Insurance not having been paid. Representative informed me that it had been paid by CK # XXXX sent on XX/XX/XXXX and that the check had cleared on XX/XX/XXXX. I then requested for her to call XXXX and give them the check numbers and resolve this with them. She placed me on a HOLD and called the insurance company. She came back and said she was not able to call them and needed 24-48 hours. I then informed her of a noted transaction on my XX/XX/XXXX Mortgage Statement that says on XX/XX/XXXX Insurance Refund {$550.00}. If they paid my condo insurance why was there a refund for insurance? She stated she would need to investigate and call me back. XX/XX/XXXX : XXXX from NewRez called and left a message. I called her back at XXXX, and she disclosed that they had mailed a check to the wrong company to the wrong address. It was mailed to XXXX XXXX XXXX and not my insurance company XXXX XXXX XXXX XXXX. I did not understand how they had the wrong company since they had paid them before, there were no changes in insurance companies and I called in XXXX to confirm they were being paid! I then asked her what the company policy was regarding informing the customer of an insurance loss or lapse. She stated, You should have been notified by letter in 7 days and that did not happen. I informed her that moving forward I would have to consult an attorney and that I am requesting that my loan be sold to another company. She states, I will move this along to my supervisors for further investigation. Because NewRez LLC/Shellpoint Mortgage Servicing did not pay my insurance premium in XX/XX/XXXX I went unknowingly 3 months without Condo Insurance. Had I known they did not actually pay it, I would have paid it myself. No premium payment ment I had no policy with XXXX and ultimately NO CLAIM. I have had to come up with {$5200.00} out of my own pocket a week before XXXX. I have since sent a demand letter to NewRez/Shellpoint Mortgage Servicing to be reimbursed for the damages. This has been a huge emotional and financial burden. I have serious concern about the accounting practices of NewRez LLC/Shellpoint Mortgage Servicing. I have had to call and speak with them every month on how to apply my payments. They charge late fees when it is their accounting error. They do not complete the basic tasks of managing an escrow account, for example paying insurance premiums on time and providing an accurate accounting ledger of mortgage payments. I would like for NewRez LLC to sell my loan to ANYONE else, as I have lost confidence in their ability to manage my loan.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93036
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The website is in perpetually not working. I cant get any info on my mortgage loan. I cant even provide my account number for this complaint because I cant access my information. I have had this problem repeatedly, over and over, and it is pervasive. When I call, they say the site is being worked on. This is UNACCEPTABLE.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX- I tried to pay my XX/XX/XXXX payment using the online services on NewRez website. When I selected the XX/XX/XXXX payment and the computer must have autoselected the XX/XX/XXXX payment, so when the payment went through, it was for two payments {$2100.00}. I only had enough money in my account for one payment. I called NewRez when it opened and was told by one of the representatives that the transaction would be cancelled and I could possibly resubmit the payment by the end of that day. That did not occur. XX/XX/XXXX I received a credit of one payment to my account XX/XX/XXXX I called and spoke with a NewRez representative " XXXX. '' I told him that money was deposited into my account and that I was unable to pay my mortgage using the website. XXXX advised me to leave the money in my account over the weekend and that NewRez would recognize their mistake and take the money back out of my account. On XX/XX/XXXX I called NewRez and was transferred to the XXXX XXXX side of the company. I spoke with XXXX XXXX who told me that I owed {$5100.00}. I was transferred ( escalated ) to XXXX XXXX who said he would return my phone call after he investigated my claims. On XX/XX/XXXX I spoke with XXXX XXXX by phone ( XXXX ), who called me to tell me that I was behind three months because I had a NSF on XX/XX/XXXX. I asked XXXX XXXX why my XX/XX/XXXX payment was not credited to my account and why did I receive a payment credit to my account from NewRez. He did not have an answer. He said he would escalate my account and that someone would get back with me. I asked him why I could not pay my mortgage online and he said that there wasn't any restrictions. I attempted to pay my mortgage online XX/XX/XXXX and was unsuccessful. I received a message that stated that my account was more than 3 months overdue for payments. XX/XX/XXXX sent a paper check to the payment address in XXXX. When I returned home, I received certified mail that stated the correspondence was " Notice of Default and Intent to Accelerate ''. The letter states that I owe a sum of {$5100.00}. This sum includes late fees from another lender that were in dispute, because just like this lender, the past lender accused me of not making payments when I did. The previous lender also tried to charge me for attorney fees when it was determined by CFPB that I was correct. The letter states I have 45 days to cure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A