Date Received: 2019-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First off, I already submitted a complaint to you and it is not in your database and it has not been resolved. In XX/XX/XXXX, Shellpoint Mortgage Servicing misapplied my mortgage payment to someone else 's mortgage payment. When I called to find out what happened to my payment and provided proof of payment, they responded by telling me they had accidentally applied my payment to someone else 's mortgage, which is why I know that. Then they refused to apply my payment back to XX/XX/XXXX, when I had paid it. This began years of me calling and having arguments with whoever was on the phone and my balance sheet of payments began to look like a child with a pencil, erasing and re-erasing my payments and moving them around and making up things all over the balance sheet, like a bad math problem, going even worse. It STILL looks like that but now they won't fix it even though a rational human being looking at it knows it makes no sense and I have proven time and again that what it shows is illogical and stupid. It is now showing that all the payments made in XX/XX/XXXX are, " unapplied payments '' (?? ) and my house was in foreclosure ( it wasn't ) and lockbox ( never. ) Then Shellpoint Mortgage has the audacity to begin charging my random fines for no apparent reason. Random ones. They never tell me about them. They just seem to think they should have the freedom to start charging random fines for no reason at all? There is even a fine in my statements for {$170.00} for a lawn maintenance fee and I don't even HAVE A LAWN? Hello? When I requested an explanation for all the random fines I was told they were just allowed to charge fines for whatever reason they wanted to without giving an explanation? I have been paying on my mortgage consistently since XX/XX/XXXX and I now owe more on my mortgage than I did when I purchased my home? I was only paying 2 % interest on my mortgage and was paying extra towards the principle and they not only were not applying my mortgage payments to the mortgage interest and principle, they were stealing the money, charging me fines and fees and absorbing the money and keeping it? During this time period they even send me back overpayments on escrow payments! How did this happen and how can they continue to get away with it? So I do not miss a single payment until I begin to get very sick lastXX/XX/XXXX and I realize I am definitely going to miss a payment XX/XX/XXXX and I try to be proactive and I call them. I ask if I can have a forbearance and am told I do not qualify for a forbearance. No idea why but I just don't. So XXXX, the loss mitigation person tells me we will just roll the missed payment into the next three payments. They set up a payment plan and I call him to make a payment and he tells me I can't make one yet because they're not ready. A week later he says the same thing. I CAN'T PAY YET. Then I become extremely ill and am hospitalized. The payments are never made and I don't ever get back to work as planned. A few months later my sister took over the negotiations and a forbearance was arranged but I was not under the impression that this meant that I come out of the hospital and suddenly must pay {$5000.00} a month to make up all the missed payments because I was sick or get out of my house? Of course I have no check stubs to send anyone? I have been in the hospital and sick for months? How could I possibly qualify for a pre-payment plan? I am being told I need to pay $ 12,000+, or get out? That's not a forbearance or anything. And I have written loss mitigation three times requesting the problems with the payments and fees be fixed and no response at all. None. They just get to keep my money, incorrectly apply all my payments over the years, assess fines that are not mine, and all my mortgage payments for the prior 16 years of owning my home have made my payoff amount higher than when I purchased my house? I sent you a complaint in XX/XX/XXXX and it is not even shown here in your system? Tell them to stop abusing me and set this right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since my other mortgage company transfer our account to this new Shell Point Mortgage has been only travel and issues with them and they are a big lairs, they are not honest at all every month for the last 6 of then i been having issue and we are tired, I hope so we transfer all my account to a new mortgage company soon or sooner
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2019-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to Shellpoint as of XX/XX/19. The payment I made on XX/XX/19 to my old servicer has not posted on Shellpoint 's account. I have confirmed with my old servicer that they have received the payment and transfered it to Shellpoint on XX/XX/19. I have also sent Shellpoint several items proving that I made the XX/XX/19 payment, but they refuse to post the payment until they complete all of their research, which they say can take up to 60 days. In the meantime, they will not allow me to make my next payment ( XX/XX/19 ) and are showing my account as past due ( the first contact I ever received from the company after taking over my account was a collections call ). I was told that I can make another XXXX payment if I want and they will credit it when they finally update my account - which is a ridiculous ask.
Company Response: Company believes complaint is the result of an isolated error
State: ME
Zip: 04106
Submitted Via: Web
Date Sent: 2019-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Need to report fraud-for-profit by lender NewRez LLC NMLS # XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX PA XXXX, whom, 60 days after my loan payoff is refusing to refund my escrow account of {$6400.00} ; without excuse and without basis. Advised to contact FTC.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2019-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A few months ago In XXXX I think I received a letter from New Res that made me believe New Res was going to force me to buy a high priced Hazard insurance, so I sent them proof of Insurance from XXXX.they sent me letter telling our mistake about hazard insurance, but my escrow was short about XXXX XXXX dollars, so my mortgage was still going up XXXX XXXX a month.New Res has the worst reviews I've ever seen but what got me was their web sight will not let me sign in it claims my SS # is invalid.I will try to send attachments later.My new payments I believe are way out of line I also resent New Penn selling my mortgage when paid all mortgage notes on time sold to a collection agency of things.I agreed to the payment of XXXX by raising payments by XXXX dollars.Really hurts any kind of budget I might have had, When I had XXXX my escrow payments never went up, and my local taxes have not changed.I hope the dates are on the attachments. I feel like they ( New Res ) are trying to force me into a situation where I can be foreclosed on
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77301
Submitted Via: Web
Date Sent: 2019-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage servicing is charging for late fees and other charges they made up stolen from me they keep sending les and charges they keep making up since they got this account 3 mounts ago I called costumer services and they dont know where the charges comes from they say they got this account not long ago and they dont know where it comes from but now they charging late fee for it now Im supposed to be in called loan modification they taken advantage of harass me and making my life a living XXXX this is a fraudulent company trying to XXXX people only because XXXX XXXX XXXX can do it now they have this corrupted company trying to do it I send my payments the fist day of the XXXX but they keep charging for a late fee in my first complaint I asked to tell me what XXXX I owed them but the dont say or send me any thing that explains where In shore or may missing XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is about how ShellPoint Mortgage a company I believe to be an affiliate of XXXX XXXX XXXX. This Company has taken every step since XX/XX/XXXX to take my home rather try and help me to stay in my home. On XX/XX/XXXX I received a phone call from a Ms . XXXX who was appointed to be my Single Point of Contact ( SPOC ) ( see the attached letter in step 3 that describes on a recorded line in details ) the conversation between myself and Ms . XXXX but I will point out that Ms . XXXX told me on XX/XX/XXXX that my home was going to auction on XX/XX/XXXX. Since I had never experienced my home going to an auction I became devastated so I asked her how could this happen without me receiving some type of notice warning me of such action. Since Ms . XXXX I have had over seven SPOC assigned to my file. I have also included for your review some of the letters that I received from each one of my SPOC stating that my file was incomplete as well a two letters that stated that my file was completed and that I was protected from having my home foreclosed on. The letter even said that my State Laws my supersede ShellPoint Mortgage 's foreclosure protection. So immediately went to the Department at my County Office that handle the home auction and showed them the letter my county Office then informed me that either ShellPoint Mortgage or XXXX XXXX XXXX XXXX which is ShellPoint Mortgage lawyers ( they are located in XXXX, NJ ) would have to reach out to them in order for my home to be pulled off the list. I came across and article from the XXXX XXXX dated XX/XX/XXXX in which they highlighted how " XXXX XXXX XXXX destroyed documents as borrowers tried to save their homes, suit says. A new lawsuit says XXXX XXXX XXXX misled borrowers trying to hang onto their homes, pushing them into foreclosure while it enriched itself off a federal mortgage-modification program. '' This is exactly what is happening to me please see the atached documents you will see that ShellPoint for over a year and a half after I presented documents month after month that showed that my hardship was over and that I was able to go back to making my monthly payments continue to say that I was missing documents which allowed the amount that I owed to continue to increase. In XX/XX/XXXX in order to stop the Sheriff 's Sale I was advised to file a Chapter XXXX Bankruptcy. I did so because 1 ) I wanted to keep my home for me and my family and 2 ) I wanted to pay my debt. Even while I was in a Chapter XXXX that I later dismissed because my income continued to increase which meant that I was even more capable and in a better position to fulfill my financial obligation to ShellPoint Mortgage. I remember being in Bankruptcy court in XXXX, NJ I believe it was on XX/XX/XXXX before the Honorable Judge XXXX XXXX when I informed him that I was in a Loan Modification he on the record while both my trustee representative and a representative from XXXX XXXX XXXX XXXX was present that " Doesn't Federal Laws protect her if she is a Loan Modification '' I believe that is that he was referring to is called " Dual Tracking ''. In XX/XX/XXXX, see ( attached documents in step 3 ) I received and email from my SPOC Ms. XXXX XXXX and prior to the email I contacted Ms. XXXX by p hone where she informed me that my investors XXXX XXXX was willing to reinstate the loan if I contributed {$20.00} XXXX dollars on XX/XX/XXXX another SPOC said I needed to come in with {$10.00} to {$15.00} XXXX dollars by the end of the day. While visiting my then lawyer Mr. XXXX XXXX who is located in XXXX NJ I reached out to Ms. XXXX XXXX just to confirm the {$20.00} XXXX dollars reinstatement. In XX/XX/XXXX I was able to see where I could come up with the {$20.00} XXXX dollars that was needed. I knew I had {$15.00} XXXX dollars of my own so I reached out to the XXXX XXXX located in XXXX XXXX NJ, Ms. XXXX XXXX. I referred Ms. XXXX to Ms. XXXX. Ms. XXXX referred her to ShellPoint 's Escalations 's department. ( see email in step 3 ) still to this date ShellPoint has not responded back to Ms. XXXX. I also reached out to XXXX XXXX in-fact a Mr. XXXX called me because I had called XXXX XXXX he told me that XXXX XXXX would be willing to work with me but that he couldn't speak with me because I was in an active bankruptcy, I told him I was not he then told me to fax him proof, I did and when I tried to call him back XXXX who answered the phone on several occasions told me he was unavailable. Because I am trying so hard to keep my home for me and my family on XX/XX/XXXX, I reached out to XXXX XXXX again because I wanted to see if they could provide Ms. XXXX with information she needed that when XXXX who answered the phone say to me that XXXX XXXX was no longer my investors that they had sold my loan in XXXX. I said well why didn't I receive something regarding this claim she didn't know. And when I asked her who did they sell my loan to she said she didn't know please check XXXX XXXX 's recorded line. Lastly, on XX/XX/XXXX XXXX XXXX XXXX XXXX in a phone conversation with the XXXX XXXX XXXX Judge said that ShellPoint is denying my loan because my debt ratio is 68 % how could that be when my monthly income is over {$4000.00} dollars. .I strongly believe this is being said because I found a way to come up with the {$20.00} XXXX dollars that was the first condition so now ShellPoint need some othe reason to take my home. ShelPoint continue to base their decision off my income during my renegotiating stage which was XXXX, XXXX, and XXXX of the this year rather than to except my income from XXXX until now. In- fact those were the only documents Shellpoint has ever used in these 1 1/2 that I have being sending them documents to come up with a decision during my loan modification. Because I was so stressed out I wrote to Congresswoman XXXX because I watched her when she was questioning Secretary of Hud -Mr. XXXX XXXX around this same matter ( see attached letter in step 3 ) to point out to her how my Loan Servincing Company is doing the same thing to me that they homeowner in her district were facing. I closing I would like to thank the Consumer Financial Protection Bureau for allowing me to share my experience and frustration with a company that perhaps care nothing about consumers. I hope to hear from you soon.,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07017
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i have owned my home for 20 years and shellpoint mortgage just bought my mortgage in XX/XX/XXXX from XXXX XXXX. They wont take any payments from me and files for foreclosure. I was in a bankruptcy chapter XXXX from XXXX to XXXX and paid double payments of {$980.00}. My mortgage was XXXX and i paid {$430.00} a month for 13 years, and i paid XXXX for 5 years. At the end of the bankruptcy XXXX said I was making wrong payment and was still behind. I paid over XXXX in 5 years. So thats impossible, and now till me i owe XXXX, thats more then i even started with. XXXX added XXXX to my mortgage in the bankruptcy and now shellpoint is doing it. In reality I should only owe about {$35000.00} left on my mortgage. My bankruptcy was handled wrong and Im being overcharged completely for somthing I didnt do. I paid what the Judge told me to and never had a problem paying my mortgage. I am not on XXXX and connot work but I do recieve ssi of XXXX a month. I stopped working in XXXX and went from making XXXX to XXXX a year.XXXX XXXX XXXX said I owed XXXX in XXXX and I paid XXXX from XXXX to XXXX in chapter XXXX plus I made payments in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX and then XXXX stated I was declined for modification. I need help, my mortgage is being handled wrong and so was my chapter XXXX. I dont want to lose my home. Can you help me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32159
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently spoke to a single point of contact to discuss the status of my escrow balance. I was charged {$260.00} for taxes and insurance. I informed all agents that I paid my own taxes and insurance. I requested a refund of all monies paid for this. I have provided evidence of my property taxes paid to XXXX XXXX and my insurance premium paid to XXXX XXXX. Please contact me as soon as possible at XXXX. This additional charge is the reason my account was delinquent and caused me to accrue additional fees. I am also requesting the removal of the added fees. XXXX XXXX XXXX XXXX XXXX Curriculum and XXXX XXXX XXXX XXXX XXXX XXXX XXXX University
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir : I am writing to you out of desperation. On XXXX of this year, the company XXXX, the company name for Shell Point Mortgage purchased my mortgage from now defunct XXXX. The only problem is that I was not informed of the change until XXXX. I received my formal welcome in XXXX after one employee did admit that there were multiple issues with the welcome letters due to the volume of now mortgages. I made my payment on time to XXXX in XXXX and proved to Shell Point with a bank receipt that I did so.Shell Point is insisting that XXXX send it back but can provide no proof that they did. Instead they are forcing me to provide multiple month statements of my bank records as if I did something wrong. I do not have anything to hide but I do believe that my privacy overrules the companies lack of evidence and acting like a bully. I am not applying for a mortgage but the company is insisting that I must provide more information. In the months that followed, My credit rating was demolished and attempts to purchase other rental properties were unsuccessful due to my new low rating. I made multiple attempts to contact XXXX XXXX with both phone calls and emails and the results were not positive. Multiple robocalls, with some on vacation even though I did not release my phone and in XXXX instance I was threatened by a by a XXXX XXXX to hold my credit rating hostage until I provide this information.I sent an email pleading that I am not a litigious person and wished to only to correct my credit rating and ask for a copy of the receipt from XXXX showing that they returned my XXXX payment. I have talked to two different lawyers that all agree that your company is treating me unfairly but that the legal costs would out-way correcting this issue. My request is simple, could they please review their company 's actions, send a copy of the returned payment from XXXX, and repair my credit rating.I am at my end
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18976
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A