Date Received: 2019-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello CFPB : I am contacting you in an attempt to have expeditious results regarding the escrow analysis that I received in the mail on yesterday with a payment due on XXXX XXXX. I contacted the Senior VP/General Counsel ( XXXX XXXX ) via email and asked that Please correct this matter within five business days of this communication. I also talked with XXXX XXXX of the Specialty Division of Shellpoint Mortgage at XXXX. In XXXX, I secured a construction loan from XXXX XXXX XXXX who later transferred to XXXX XXXX XXXX ( XXXX ). In XX/XX/XXXX, XXXX transferred to ShellPoint Mortgage Services. Since that time, I have experienced repeated errors in the accounting and billing which have caused much grief and anxiety. Last Spring, I sent a mortgage payment in with three advance payments earmarked for three future mortgage payments. The mortgage was applied to my principal. Surprisingly, I received a default letter for the next month. It took over a month and six phone calls to different representatives and four emails to various departments to have it corrected. Even after it was corrected, another error occurred which led to more phone calls and inconveniences. On last night, I came home to read my escrow analysis. The XX/XX/XXXX amount due is {$6300.00}. I am showing a current escrow balance of - {$24.00}, XXXX. This can not be correct. My yearly taxes and insurance don't exceed {$2500.00} a year. In addition, XXXX XXXX sent a copy of the homeowners insurance twice to Shellpoint when requested. I am being told that my taxes were delinquent form XX/XX/XXXX-XX/XX/XXXX. However, the County Tax Portal shows that the taxes were paid. I have never been delinquent on taxes. Also, the cushion of {$4.00}, XXXX ( 1/6 ) is unconscionable. My original lender has a 1/12 cushion clause. Therefore, the terms of my loan can not change due to transfer. This cushion was not contracted for and is NOT reasonable. How many average working persons can afford to pay an extra {$4900.00} with less than a months notice. In closing, I am requesting that this matter be corrected within five business days of this correspondence to you. I should only be responsible for the {$790.00} contracted in the original loan and the {$160.00} escrow and possibly a cushion on 1/12 not 1/6 per my original loan. Regards, GP
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was originally with XXXX and I wrote them a check for {$14000.00} which then brought my remaining principal to {$49000.00} which I can prove with the XX/XX/2019 statement. XXXX went bankrupt in the midst of processing my payment and the new company that took over the debt, Shellpoint Mortgage Servicing, claimed they didn't have record of the {$14000.00} payment. They eventually contacted me and stated they had located the payment once I sent them a copy of the check. Shellpoint then said everything was resolved. Now Shellpoint has sent me a mortgage statement saying my current balance is {$53000.00}. My original intent with the {$14000.00} payment was to cover all of my payments due for 2019. Shellpoint is saying I owe for XXXX. I have called and left numerous voicemails after being on hold with their customer service line, but have yet to receive a response from them. I don't understand how my principal balance went from {$49000.00} in XXXX with XXXX to {$53000.00} in XXXX with Shellpoint and have to make a XXXX payment ...
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28092
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
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: NewRez ( aka ShellPoint ) purchased my mortgage from XXXX in XX/XX/2019. In XX/XX/2019 and upon learning of the sale of the mortgage to NewRez, my CPA, XXXX XXXX, set up an auto payment over the telephone with ShellPoint. ( The exact nature of the relationship of these two entities is unknown. However, NewRez purchased the loan, but does not accept calls from borrowers. XXXX customer service accepts the calls and the payments. It is very confusing. ) On XX/XX/XXXX, we learned from the credit reporting agencies that the auto payments were not set up by ShellPoint and the XXXX and XXXX payments had not been made. We received no notifications from ShellPoint/NewRez that the payments were due and unpaid. Payment for XXXX, XXXX and XXXX was made on XX/XX/XXXX. An auto payment was successfully set up over the phone with ShellPoint. ShellPoint has reported that the XXXX mortgage payment was 60 days past due. While I dispute any past due because the auto payment was established and sufficient funds were in the account, the XXXX payment was paid XX/XX/XXXX accounting to ShellPoint and was not past due even by ShellPoints records. I sent this information to the 3 credit reporting agencies. XXXX has already responded that ShellPoint " verified '' the information in the report. However, this is impossible. I sent the payment history from ShellPoint showing the receipt of the XXXX payment on XX/XX/XXXX only 35 days after XX/XX/XXXX, a far cry from 60 days. ShellPoint 's " verification of the information and XXXX XXXX decision to continue to report the XXXX payment as 60 days late is a willful misrepresentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95746
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX financed a loan for my purchase Payment for XX/XX/XXXX due and paid and check cashed by XXXX XXXX XXXX Notice of assignment or Transfer of service dated XX/XX/XXXX for XX/XX/XXXX payment to be paid to : XXXX XXXX Payment due on XX/XX/XXXX mailed payment XX/XX/XXXX for XX/XX/XXXX payment, then payment cashed Received letter after I mailed payment that Notice of service transfer dated XX/XX/XXXX to NewRez all payments on or after XXXX XX/XX/XXXX go to NewRez I contacted NewRez that XXXX payment was cashed by XXXX XXXX I faxed and e mailed and regular mailed both bank copies of cashed Mortgage payments One for XXXX One for XXXX to : NewRez, Received statement I owe for XXXX from NewRez NewRes never replied and upon calling Shellpoint Mortgage Servicing the New Rez latest new department to talk to about my payment I still owe for XXXX and they received my documentations of payment but have 60 days to reply? So my question is why did XXXX XXXX XXXX turn me over to XXXX when it was going bankrupt and further more why did XXXX take my mortgage when it knew it was going bankrupted and cash my check? and why doesn't NewRez respond and acknowledge my payments to XXXX? Is'nt this bad customer service? Why should I be tossed around three times within getting a new loan just assigned in XX/XX/XXXX? I am XXXX I just relocated to a new town and had a XXXX XXXX and this is stressful
Company Response: Company believes the complaint is the result of a misunderstanding
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was notified by my current Mortgage Servicer XXXX that my service provider was changing to Shellpoint. I received the notice from XXXX, understood everything. Received a letter from Shellpoint with instructions on what to do and when. All seemed well until I went to register as directed@shellpointmtg.com. I entered my information and received an email from another company. One that was not disclosed at all in the instructions.That company was called NewRez. There is no mention of this company. I called Shellpoint to confirm this was an affiliate and they confirmed it was. I find it deceptive to not disclose who does what on this loan. So what does Shellpoint do and what does NewRez do. I found when I called in they offered my loan number and my name with out any security verification. I guess calling from my phone and giving the last 4 of my account was good enough? Is it not required for all whom are servicing my mortgage to disclose contact info and what it is that they do? Seems a bit unfair for the consumer to have to guess or hope they are related to the same mortgage service provider.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2019-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the past year, my attorney and I have been able to somehow succeed with a mortgage modification through or with Shellpoint mortgage services. The modification should have been finalized in XX/XX/2019? However! I have little to nothing provided to me via Shellpoint reflecting the finalization. Unfortunately as of XX/XX/2019 I have yet to receive the new modification agreement! However the expectation to continue my over inflated payments has not stopped, and although my mortgage is now " supposedly '' brought current, I'm still dealing with a debt collection agency being " Shellpoint ''!? I'm now being told that I'm 1 month behind in payments and that on XX/XX/2019 an attempted account withdrawal by Shellpoint had been denied. Well, there was enough to cover the transaction on the date indicated, in the account assigned for the withdrawal. Also to further back my complaint, there is absolutely nothing showing within my account that would depict the failed attempt. No NSF notice from my bank, no call, email or mailing from Shellpoint. Nothing!! Also, within the supposed modification agreement, the new rate of interest being charged to me is a whopping 5.75 %! In a current market where mortgage rates are being written at 3.5 % or less I find the 5.75 % rate to be unsettling and unjustified. We have also received notice the case hads been dismissed in it's entirety without prejudice. However! There is no case docket listed within the county clerks records?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 449XX
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX owns my loan but the loan is serviced by a company called Shellpoint Mortgage Servicing. That company will not allow me to escalate the issue beyond what they call a " Single point of contact ''. In this case, the man 's name is XXXX XXXX and he has thwarted any and all attempts to stop my home from being foreclosed on. The company has agreed to and gone back on 2 separate modifications and then when we finally negotiated one, I paid {$5000.00} to them and lost my job. I immediately contacted my XXXX and he said that they were going to proceed with foreclosure. I have filed Bankruptcy several times to prevent the sale of my home but can not get ANY responses from this company. I have a paper trail of emails that show how evasive and sketchy the points of contact are. The company refused to put the modification in writing or even a record of the {$5000.00} paid. This complaint is being filed at the suggestion of a COO from XXXX XXXX XXXX because of the company 's unwillingness to communicate or work with me and forcing foreclosure as an only option.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX I received a supplemental tax bill and an adjusted tax bill to the mortgage servicer. We had purchased our home in XX/XX/XXXX. I emailed my mortgage company as we have the dreaded impound account. I asked them if they paid these tax bills. The response I received is as follows : Please be advised, the mortgage servicer is not responsible for paying the supplemental taxes, it is the borrowers. However, if you would like Shellpoint to pay them, please forward your Supplemental Tax Bill along with your written request to this email address and Shellpoint will pay them. Please note, paying the supplemental taxes can cause the escrow account to be short since they were not calculated into the required escrow balance. Because we are not responsible for paying supplemental taxes, we will not be held responsible for any penalties that may be assessed due to late payment. Of course, this leads me to believe they are responsible for the adjusted tax bill as per their email. Based on that, I paid the supplemental tax bill on XX/XX/XXXX. Then on or around XX/XX/XXXX, I received a delinquent notice for the adjusted tax bill. I emailed the mortgage servicer advising them and they responded that it was my responsibility to provide them with the information as it was not reported on the Tax Assessment Roll Report. Well ... I did provide this to them on XX/XX/XXXX. By them not paying this adjusted tax bill, it resulted in a penalty of {$XX/XX/XXXX} which I believe they should be responsible for, not me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: https : //www.shellpointmortgageservicing.com/ XXXX Monday through Friday XXXX XXXX EST and Saturday XXXX XXXX EST. Customer Service Shellpoint Mortgage Servicing On XX/XX/XXXX I requested to remove a PMI from my mortgage payment due to improvement made to the property, I received a letter and an e-mail suggesting that I need to have a BPO done and pay {$150.00}. I sent the check for a BPO immediately and it was cashed in a few days. However, the mortgage company did not schedule the BPO for a long time until the end of XXXX. Finally, on XX/XX/XXXX a broker came to the property and did his evaluation. He submitted his opinion on XX/XX/XXXX. Shellpoint mortgage informed me that the value of the property was high enough to remove the PMI. They advised me that the LTV was 73 % and I would get a letter with the new mortgage payment ( minus the BPO ) .On XX/XX/XXXX I was contacted by another broker asking me if I still needed the BPO. I told him I needed to consult the mortgage company. I called Shellpoint mortgage and they confirmed to me that I did not need the 2nd broker, therefore I told the 2nd broker not to come. I continued calling Shellpoint morgage every week asking for the update, and only today, a month later, XX/XX/XXXX they told me that one BPO was not sufficient, and I am disqualified since I refused to allow the 2nd broker on the property ( ignoring that that was on their own advise ). I asked to talk to the supervisor, who, of course, was not available. I think they are trying to postpone the decision as long as possible so we continue paying unnecessary PMI. They communication is non-existent. They promised me many times to send an e-mail or a letter with their findings, but never did. I kept calling them twice a week with no results. I need to know how to switch my mortgage servicing to a different company. I feel that this company is either completely incompetent or just dishonest, in either case I don't want to deal with them anymore.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MA
Zip: 02467
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a company. My wife over saw the office, she was diagnosed having XXXX. that was about 20 years ago. My wife is on XXXX.. I was out in the field. We sold after 40 years not by choice. I XXXX my XXXX in 1997 XXXX took about 3 years to get on my feet. Now im on XXXX. My mortgage was XXXX XXXX then sold to XXXX XXXX who just sold to Shell point MTG. I have as of today not received any notification that I was getting a new mortgage company, final notes about the account. All of s sudden I have the new company, No notification nothing. So in the transition i seem to have lost a payment or so now my account seems non retrievable. My main reason for getting behind was i XXXX my XXXX then XXXX my XXXX XXXX completely. XXXX, XXXX, XXXX this year i had 2 major XXXX which left me XXXX XXXX.. Im trying on my end slowly but im not in fighting node to dig thru piles to locate payments. I know what my conversation was with XXXX XXXXXXXX when i made my last payments. I dont know my account number with the new company Please help XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60527
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A