Date Received: 2019-04-23
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Since acquiring my mortgage about 8 months following bankruptcy, the collection agency refuses to provide me with any form of monthly statements showing payments made, and the amounts posted to principal and interest. In addition, they keep over-charging for the equity loan. Then too, they've apparently refused to provide me with the Federal Form 1098 for interest they've received from me for the first mortgage, but have for the second or equity loan, for both XXXX and XXXX tax years. Have requested, then demanded copies of monthly statements for both accounts yet receive the equity loan statements only.!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing purchased my mortgage on XX/XX/2019. I did not receive notification of this until XX/XX/XXXX. I submitted an automatic payment to my previous mortgage servicer as scheduled on XX/XX/XXXX. As of XX/XX/XXXX Shellpoint Mortgage Servicing has declared my mortgage payment delinquent and is threatening me with late fees and potential foreclosure. This is blatantly against the law, as my previous mortgage servicer has 60 days to forward payments to Shellpoint Mortgage Servicing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Services was taken over by New Rez. I attempted to change my checking account number online for auto debit. Instead of just changing the account they debited my account and created an overdraft. This cost me a {$35.00} bank charge as well as New Rez charging me {$25.00} for the overdraft also. I called and complained and they confirmed with the representative XXXX that both fees will be reversed. I then received a Certified letter from New Rez dated XX/XX/XXXX that contradicts what I confirmed was happening. I want the Shell Point and New Rez to have a complaint placed against them to avoid this from happening in the future. In addition the representative refused or was unable to document our conversation via email nor was able to give full information on the company to report this to CFPB properly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is my new mortgage service provider. The former company, XXXX, is in the middle of responding to my request for an assessment of late fees, payoff amount, escrow and all the numbers to ensure it is accurate. So, I am waiting for that information from XXXX, so I can be sure when I catch up payments with Shellpoint, it is accurate and I am not overpaying, jeopardizing my equity. My concern is this : I called Shellpoint a week ago, and they said that late fees would be begin approximatelyXX/XX/2019, a month after Shellpoint began servicing the loan. Upon my initial complaint with XXXX ( XXXX ), I hadn't officially received my Shellpoint paperwork. So, I have had the Shellpoint paperwork for about 2.5 week, and have known about the transfer for just under a month. Since I am waiting for the accurate numbers from XXXX to cross-check with my Shellpoint paperwork, I felt it better to wait and not pay yet. Once I have the pay off the amount I can feel sure about, my wife and I are in a position to get caught up fairly quickly. We are both XXXX and get lumpsum payments in XXXX. By XX/XX/XXXX we should be set with shell point once I can get the two compaines to confirm the accurate numbers in the loans with regard late fees, pay off amount and other holding accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85297
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom This May Concern : I am requesting that the XX/XX/2019 sale date be cancelled. I have called in at a minimum of 1-3 times daily in order to comply with all requests in order to receive a modification on this property. After many requests for clarification and additional documents, to which I provided, Shellpoints underwriters finally deemed my package complete on XX/XX/XXXX. On XX/XX/XXXX I called in at XXXX and spoke with Shellpoints Representative XXXX XXXX who stated that as of XX/XX/XXXX all documents were in review and the package was complete. I asked why the sale date was still scheduled for XX/XX/XXXX, three days away? He agreed and tried to reach out to XXXX, who is my main point of contact, only to leave him a message as well as a text asking the same question. I left XXXX 3 messages as well to please contact me. Not only is this Dual Tracking, but it is definitely not showing good faith that I am to receive not only a fair review, but enough time to receive written notice of what the outcome of this review is and to respond either way. On XX/XX/2019 ( Wednesday ) at XXXX I called Shellpoint back since I had not received a call back from Rep. XXXX and not only left XXXX messages to please call me with updates but then called back and spoke with Shellpoint Rep XXXX XXXX . He also tried to reach XXXX XXXX as well and then read the notes to see if there were any updates or sale date cancelled to which he replied that on the XXXX I was denied! I had called in on the XXXX and that was not in my file! My file had just been accepted as complete and had gone to underwriting! The last time Shellpoint denied me I asked for a breakdown of how they came to that conclusion only to find out that Shellpoint had added 3 properties I no longer owned plus had added incorrect payments and concluded that I didnt make enough income. I appealed and asked for a new review with the correct information. This time, after less than 5 hours of receiving all information and explanations I was denied for making too much money! After careful review of Shellpoints first explanation of rate to debt/income percentages, it was obvious that I should have no problem qualifying for a modification, just as I have received from 4 other lenders recently, yet in a matter of hours Shellpoint has decided to deny me again which leaves me with the same questions as previously-how did you come to this conclusion? If I am truly denied a modification, I am requesting a breakdown of all information used to come to this conclusion, as I have a right as a homeowner to review and dispute any erroneous choices Shellpoint may have used to come to their conclusions. Therefore, I am demanding that a detailed explanation of the review that Shellpoints analysis conducted be presented to me and my legal team to be sure that the facts they used were accurate and also the debt to income breakdown used to which Shellpoint is now using be disclosed in detail as to how they came to this conclusion. I am requesting for Shellpoint to review a new XXXX, XX/XX/2019 XXXX XXXX XXXX and bank statements as my circumstances have changed. I am also requesting the legally allotted time to receive this information in writing and time for review, which would mean a cancellation of tomorrows sale date, Friday, XX/XX/2019. The fact that Shellpoint drug out this review until the XX/XX/XXXX with requests, ( which had been answered over and over in the past in order to get themselves closer to the sale date ), and not tell me when I called in on XX/XX/XXXX that I had been denied, leads me to believe there is major deception games going on to steal my property! Shellpoint is leaving me no time to receive this important information, which they should be willing to disclose to me, nor the time for me to respond, which is why the Federal Law of Dual Tracking was enforced on these debt collectors in the first place! These illegal games of stalling, using false numbers/information to disqualify you for a modification, telling you one time you dont make enough money then the opposite, you make too much money only to move you closer to a sale date to steal your property is unconscionable! We, the American people have to rely on the laws of the land to keep companies like this within the law! Trickery, undisclosed tactics, absolutely no transparency or fairness in their word or actions leads me to believe that I am not being treated fairly but being discriminated against! I do not trust this kind of deception and unfair business practice and I am prepared to protect myself legally by filing a lawsuit should Shellpoint decide to continue this course of illegal action. My attorneys have filed a Lis Pendens purposely in response to their previous behavior and we are ready to move forward if need be. I am a single woman and a XXXX year old senior citizen trying to take care of myself financially and I feel Shellpoint and XXXX XXXX XXXX XXXX is treating me unfairly, and are being deceptive in their activities and should be held accountable for their actions. How is it that I have qualified for 4 other modifications on my properties yet Shellpoint, through their erroneous review can not seem to give me a modification? Also, Shellpoint mentioned that they sent me a modification in the mail in the past? If so, I have never received it! Obviously, my actions are in order to get a modification so why would I have ignored a modified, lower payment/principal/interest rate loan if provided to me? I am requesting that whatever modification Shellpoint is speaking of that they offered me be sent to me, as I have never received it. Obviously, since Shellpoint is stating they offered me a modification in the past I must have qualified, so I am requesting that this be mailed to me in order to review and accept this offer. Also, I have yet to receive the requested information in my previous Qualified Written Request for my review, which places my property in legal dispute as well. Also, the C.F.P.B. has forwarded to the FTC the fact that Shellpoint/XXXX XXXX continue to illegally provide, by mail, my personal financial information to XXXX XXXX XXXX to which this person has used to harass my tenants, and interfere with my business relationships with my tenants. To date, this has NOT been resolved as 5 packets of my personal information was mailed to this address recently, even after reporting this wrongful activity to XXXX XXXX! Thank you for your kind attention to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. I disagree with the statement in paragraph 4 that erroneously states that as of XX/XX/XXXX, I am contractually due for the XX/XX/XXXX and XX/XX/XXXX monthly installments. In fact, you state in the next to last sentence in paragraph 4 Note, the payment referenced on your XX/XX/XXXX and XX/XX/XXXX bank statements were applied to your loan on XX/XX/XXXX and XX/XX/XXXX. As follow up to my verbal conversation last Thursday XXXX XX/XX/XXXX with XXXX XXXX, below is a table showing all payments that I have made on my mortgage loan since XX/XX/XXXX. I have also attached copies of my XXXX XXXX Statements and XX/XX/XXXX Transactions that document that I have made all monthly mortgage payments from XX/XX/XXXX through XX/XX/XXXX. This means that I am current and only owe my XX/XX/XXXX mortgage payment. 2. During my phone conversation with XXXX XXXX, Shellpoint Customer Service Representative, on Thursday XXXX XX/XX/XXXX, she informed me that my account has been charged {$45.00} for a home inspection. She stated that the purpose of the inspection was to confirm that my house was not vacant and that a photo would be taken of the outside of my home. She told me that if the inspector decided that my house was vacant, then the locks to the house would be changed. I informed Ms. XXXX that my wife and I work all day and no one is home until about XXXX or XXXX XXXX. So, the inspector could erroneously conclude that no one lives in the house. This could be devastating to us. I have never heard of this practice and question the validity and authority of Shellpoint to do this! I request that the {$45.00} be refunded and the inspection canceled! 3. During this same phone conversation with XXXX XXXX, Shellpoint Customer Service Representative, she threatened me with the initiation for Foreclosure actions by NewRez-Shellpoint Mortgage Servicing if I did not male a mortgage loan installment payment by XX/XX/XXXX. I disagree that Ms. XXXX has the authority to initiate Foreclosure action on my mortgage loan and that I am eligible for Foreclosure actions by XX/XX/XXXX because I am current on my mortgage payments as of XX/XX/XXXX. Shellpoints policy that has be quoted to me by multiple Shellpoint employees is that Mortgage Foreclosure actions are not initiated until loan payments are 90 days past due. Finally, I am alarmed, offended, and insulted by Ms. XXXX threat to initiate Foreclosure Actions on my mortgage loan. I am requesting an apology and retraction from NewRez Shellpoint Mortgage Servicing. 4. In paragraph 4, the late charge of {$37.00} does not apply and I request that it be refunded. 5. In paragraph 4, the NSF Fee of {$25.00} was caused by NewRez-Shellpoint and I request that it be refunded. NewRez-Shellpoints payment message states that the payment made may not be posted to my checking account for 2-3 business days. The payment that I made on XX/XX/XXXX was posted to my checking account in less than one business day on Monday XXXX, XX/XX/XXXX. Also, on my end my auto deposit paycheck was deposited one day late for the first time in history on XX/XX/XXXX. 6. In paragraph 4, it is stated that {$30.00} in other fees was charged my account. Please explain the nature of these other fees and refund the {$30.00}. 7. In paragraph 5, why was I not contacted with a request of proof of my XX/XX/XXXX to XXXX XXXX? XXXX XXXX, an SPOC, actually confirmed to me during our XX/XX/XXXX phone conversation that I had made the XX/XX/XXXX payment to XXXX XXXX successfully. 8. In paragraph 6, you state that the Mortgage Statement dated XX/XX/XXXX reflected the payment reversals made on XX/XX/XXXX. In the future, I request that any reversals or any other major changes or actions taken on my mortgage account be communicated to me immediately. Why did not someone at Shellpoint try to reach me by phone prior to XX/XX/XXXX to discuss these reversals? 9. Regarding my NSF mentioned in Paragraphs 7 and 8, I have had only one NSF that occurred on XX/XX/XXXX. This NSF was caused by Shellpoint processing my XX/XX/XXXX. XXXX mortgage payment in less than 1 business day on XX/XX/XXXX and by my paycheck being deposited one day late by my employer for the first time in history. New Rez Shellpoint had previously advised customers that payments submitted were usually processed in 2-3 business days. I replaced this payment on XX/XX/XXXX by making a payment by phone to a New Rez Shellpoint Customer Service Representative. To make matters worse, the XX/XX/XXXX letter requesting certified finds was not received by me until XX/XX/XXXX. I had already made a replacement payment on XX/XX/XXXX. 10. All NSF transaction prior to XX/XX/XXXX were conducted solely by Shellpoint Mortgage Servicing without my knowledge. I believe that Shellpoint took these NSF transactions as a method for adjusting my mortgage payment history. 11. As mentioned previously, I disagree with the statement in paragraph 4 that erroneously states that as of XX/XX/XXXX, I am contractually due for the XX/XX/XXXX and XX/XX/XXXX monthly installments. I have also attached copies of my XXXX XXXX Statements and XX/XX/XXXX Transactions that document that I have made all monthly mortgage payments from XX/XX/XXXX through XX/XX/XXXX. This means that I am current and only owe my XX/XX/XXXX mortgage payment. 12. In paragraph 9, I never received the XX/XX/XXXX letter supposedly mailed on XX/XX/XXXX. I finally received a copy of this XX/XX/XXXX letter with the XX/XX/XXXX letter. 13. Finally, why am I never notified by phone or E-mails when there are issues or changes to my mortgage account? Why is there no actual person identified as a person of contact in Loan Servicing and other departments? XXXX XXXX XXXX Loan Payment History since XX/XX/XXXX Loan # XXXX Payment Number Payment Due Date Payment Paid Date by Bank Payment Proof ( Statement & Transactions Documents Copies attached ) 1 XX/XX/XXXX XX/XX/XXXX Exhibit 1 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Exhibit 2 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX-Shellpoint XXXX XX/XX/XXXX XX/XX/XXXX Exhibit 3 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 3 ; payment shown on page 3, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX-Shellpoint 4 XX/XX/XXXX XX/XX/XXXX Exhibit 4 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint 5 XX/XX/XXXX XX/XX/XXXX Exhibit 5 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint 6 XX/XX/XXXX XX/XX/XXXX. XXXX Exhibit 6 XXXX XXXX Transactions XX/XX/XXXX to XX/XX/XXXX, page 1, payment shown on page 1, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, my wife went through a XXXX procedure on her XXXX. Due to medical treatment she was put on short term XXXX until XX/XX/XXXX. Since XX/XX/XXXX we started to fall behind on our mortgage payments. On XX/XX/XXXX my wife and I sat down with a housing recovery specialist from XXXX ( XXXX XXXX XXXX ) to try and alleviate the issue and look for options to get caught up with our house payments. On XX/XX/XXXX, a loan modification application was submitted to Shellpoint mortgage servicing, after continued emails and phone calls to try to communicate with the appointed point of contact from Shellpoint to verify they had received all the required paperwork, the application was denied due to verbiage on the packet. After finding out what the mistake was on the first application we submitted a second loan modification on XX/XX/XXXX, again being denied due to " debt to income ratio '' ( DTI ) being out of range ( too much debt ), they failed to account for my wife 's income even after they were provided with several months worth of pay stubs. Once again we are going through the process of applying for a change of circumstances as of this moment. This whole process would have been a lot easier if it wasn't for the lack of communication and due diligence on Shellpoint 's behalf. The following are issues we were presented with during the process : Excessive / duplication of documentation requirements in assistance process you had to submit the same documents over and over again Lack of proper / due diligence review of documents ( pay stubs ) submitted the pay stubs you have submitted have not been reviewed and filed/recorded correctly Lack of contact /communication throughout the assistance process the POCs do not respond to emails or call back regardless of numerous attempts to communicate with them. Due to the issues listed before, we are now 8 months behind in our payments, and without a clear resolution to this problem in sight. As I write this, we are submitting my wife 's paystubs for the third time in hopes everything is done correctly this go around. We are acting in good faith and want to keep the property but it seems that Shellpoint is more interested in foreclosing. Due to the nature of my loan ( VA Loan ), I have my VA representative looking into this case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: RESPA Violation. Our loan was moved from XXXX on XX/XX/2019 to NewRez. Throughout XXXX, we attempted to make payments to XXXX but they told us it was too late to make payments to them. We then called NewRez, who didnt have accounts fully set up and stated it was too early to make payments to them and to call back in a week. On XX/XX/2019, both borrowers ' credit reports received a negative 30 day late notice for XXXX. This is in violation of RESPAs 60 day grace period.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been ongoing since the Shellpoint Mortgage has taken over the servicing of our loan. The story is long but consistent. The short is we have a bi-monthly payment set-up with this company. We have always had our loan serviced this way as it works best for our budget. We have never missed a payment. According to Shellpoint, their system requires an every other Monday payment schedule. I have called Shellpoint at least 20+ times regarding late fees and have been met with confusion but in the end the issue had been resolved for at least a few months until the letters start again about every 3 months. More phone calls made, the same response. This has gone on for 3.5 years. Finally, about a 1.5 ago, I spoke with someone who offered an auto payment plan that could put us on their schedule. I was always under the impression that the mortgage servicer could not change the payment schedule originally set up by the mortgage lender. but after years of frustration I finally caved. After 3 sign-ups with their plan and now a 4th, they still have not set up the plan and we are now getting threatening letters telling us about foreclosure and thousands of dollars of late fees and reports to credit agencies. I'm fed up and have no where else to turn.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: NewRez had taken the amount of {$1800.00} out of personal checking on XX/XX/XXXX. On XX/XX/2019, NewRez was again paid {$1800.00} for XXXX 's mortgage, since NewRez claimed they never received it onXX/XX/XXXX. Bank account shows that in fact NewRez was not only paid onXX/XX/XXXX, but alsoXX/XX/XXXX for the amount of {$1800.00} and XXXX. According to NewRez, our bank had placed a hold and they were not able to receive the payments. Called XX/XX/XXXX, spoke with associate XXXX at XXXX bank, and confirmed that there were NO holds on NewRez with our checking account or for my spouse 's account, which is completely separate from the family checking account. We have paid for 2 months mortgage, XX/XX/XXXX, and XX/XX/XXXX, all of which can be shown by bank statements with absolutely no refunds except from our bank after filing a dispute forXX/XX/XXXX withdrawl that NewRez will not acknowledge. NewRez claims that they had refunded our accounts for both payments in XX/XX/XXXX Bank accounts will show that no refunds were ever made. The only refund that was made was for theXX/XX/XXXX payment and the refund was given by our bank along with a dispute against NewRez/Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A