Date Received: 2019-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just did a Refi on my home, my escrow balance was {$240.00} in XX/XX/XXXX, and an payment of {$50.00} in XX/XX/XXXX, for a total balance of {$290.00}, prior to the closing of the Refi ( XX/XX/XXXX ), The Escrow was NOT merged into the new loan as they charged me {$440.00} for the escrow on the XXXX, I called them today and they said that a payment of {$170.00} was made and the balance of {$67.00} is to be returned to me, My question is where did that {$170.00} go and where is the {$50.00} which was paid on XX/XX/XXXX for a total of {$220.00} missing, My Home owners Insurance is not due until XX/XX/XXXX, and I am a XXXX % XXXX Service Connected Veteran, i am Exempt from Property Taxes, when I called an XXXX XXXX said that i would have to contact loan servicing by email, at Shell Point ( XXXX ) as they do not have any telephone numbers.. this company use to be XXXX then my loan servicing changed to XXXX and now is Shell point to me this sounds fishy like a shell game to avoid laws and or taxes
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2019-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My home mortgage was sold by XXXX XXXX to XXXX XXXX. Since that time the company has changed its name twice. ( XXXX XXXX and now NewRez ) In XX/XX/2018 I paid my mortgage through XXXX XXXX 's online Banking program on XX/XX/2018. XXXX XXXX said they didn't get it. XXXX XXXX cancelled the payment and made a new one. They also sent a letter to XXXX XXXX saying it was not my fault. XXXX XXXX then sent a second notification when XXXX XXXX tried to assess me late charges. XXXX XXXX took off some of the charges but left on some charges and reported a late payment to the Credit Bureaus. As of XX/XX/XXXX, my credit report shows a late payment. In addition in XXXX,, on XX/XX/XXXX, XXXX XXXX said they had not received my payment for XXXX, although XXXX XXXX said it had gone out on XXXX XXXX not taking any further chances, I borrowed money and made another mortgage payment by phone. On XXXX, they acknowledged receiving the first payment as well as the second phone payment. I think there is something wrong with their whole payment system and they are using it to get late fees. I am FAIRLY SOPHISTICATED about finances but this is intolerable. I had no choice when XXXX XXXX sold my mortgage but I think they bear some responsibility for selling my mortgage to a XXXX outfit, as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage was discharged in Chapter XXXX Bankruptcy. My ex ( we were separated at the time ) also filed and the mortgage was discharged in his Chapter XXXX Bankruptcy as well. I stayed in the home but {$1700.00} mortgage payment was unaffordable. My ex had already signed a Quit Claim Deed ( QCD ) which was filed in Circuit Court for Land Records. My mortgage company, XXXX XXXX XXXX offered a modification. During the Modification Trial Period my mortgage was transferred to Shellpoint Mortgage Servicing. I made the three ( {$1500.00} ) required trial payments in XXXX, XXXX & XXXX of XXXX and signed the modification. XXXX accepted the QCD since my ex was on the lien but would not be signing the modification. My divorce Judge did not see a need to address the home/property since we were already living apart, the mortgage was discharged in Bankruptcy and ex had signed a QCD. Since the home issue was resolved prior to the court hearing, the divorce degree did not address who gets the home. My first payment would be made to Shellpoint and was due in XX/XX/XXXX. XXXX assured me that all documentation was sent over to Shellpoint and modification was finalized. On XXXX XX/XX/XXXX I received notice from Shellpoint that I was behind on my payments and total due was {$6000.00}. I called Shellpoint spoke to Ms. XXXX and was told they didnt get all the documents from XXXX and everything would be ok once all was received. XXXX XX/XX/XXXX received a welcome letter form Shellpoint, it says my first payment is {$1700.00} and is due on XX/XX/XXXX. Again called Shellpoint ( Ms. XXXX ) and was told everything would be ok once all documents are received. XXXX XX/XX/XXXX Letter from Shellpoint offering assistance for borrowers who have filed Bankruptcy. XXXX XX/XX/XXXX Letter from Shellpoint ( new Single Point of Contact ( SPOC ) XXXX XXXX to assist with Loss Mitigation. XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation. XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation. XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation. XXXX XX/XX/XXXX - Shellpoint first Monthly statement dated XX/XX/XXXX says I must pay {$9500.00} to bring my mortgage current. Says I am 141 days delinquent and made no payments from XX/XX/XXXX thru XX/XX/XXXX. Spoke to Ms. XXXX she states the mix up is because they did not get all the documents from XXXX and when I sign the Modification everything will be straightened out., not to worry! XXXX XX/XX/XXXX My first Payment due on Permanent Modification is being paid to Shellpoint {$1500.00}. I called MsXXXX XXXX to obtain the correct address to send my mortgage payment to Shellpoint. She said still did not have all paperwork and could not accept my payment. I insisted she provide an address so I could send my payment. She didnt know what the address was and had to call me back. I ultimately was told to send payment to XXXX XXXX XXXX, she said XXXX XXXX XXXX is Shellpoint. Ms. XXXX requested various documents from me. I called XXXX on several occasions and was told all documents were sent, they resent all documents every time I called. However Ms. XXXX continued to request various additional documents from me. Per Ms. XXXX Modification was not completed because I did not have the Modification Notarized. ( XXXX did not require ) then was told XXXX should have notarized their own copy. Was later told modification would have to be redone by Shellpoint. XXXX XX/XX/XXXX - Modification received from Shellpoint, the Modification Agreement Checklist says must include a Quit Claim Deed, Divorce, or Death Certificate if anyone on title will not be signing. I immediately called Ms. XXXX explaining my Ex would not be signing the Modification and to verify she had my QCD and that it would satisfy the Modification Agreement Checklist for the signature requirement. She verified she had it in my file and it would be all I needed. XXXX XX/XX/XXXX Received Email from Ms. XXXX, giving me her contact information. XXXX XX/XX/XXXX Signed, Notarized and mailed Modification to Shellpoint on XXXX XX/XX/XXXX. XXXX XX/XX/XXXX XXXX from Shellpoint stating they have not received my signed Modification. I called Ms. XXXX she said they did receive the signed modification, but my ex did not sign. I reminded her of our conversation on XXXX XX/XX/XXXX and I again verified that she did have the QCD and that the QCD is used in absence of his signature IAW Shellpoints Modification Agreement Checklist. She insisted he still must sign Modification and did not seem to realize the significance of or exactly what a QCD was. I told her a QCD is a legal document used to transfer interest ( ownership ) in real property and is recorded in Circuit Court to update Land Records and is in fact listed as a required document IAW Shellpoints own Modification Agreement Checklist. She said she would call me back. XXXX XX/XX/XXXX - Received an email from Ms. XXXX .She advised me that I need to send her my Complete Divorce Degree. I called her and questioned why she needed it and she said she didnt know, but another department had requested it because Mr. XXXX did not sign. I asked to speak to the person in that department. She told me they dont have a phone and I couldnt talk to them. I asked her how does she talk to them and she said by email. I said could I please have their email and she said no. She sounded very frustrated and said just send me the Divorce Degree. I faxed my Divorce Degree to her. I asked to speak to her supervisor, she was not available. Left a message spoke to her later and asked for her help to resolve the modification issue. She said she would check and let me know. She suggested that if couldnt fix Modification, maybe I should do an assumption??? Left her many messages could never get back in touch with her. She was always busy, on the phone or not in. XXXX XX/XX/XXXX Letter from Shellpoint stating they have not received signed Modification. XXXX XX/XX/XXXX Letter from Shellpoint stating they are unable to offer a Modification. I called Ms. XXXX she said I need to go back to court or write a letter and have the Divorce Court Judge modify my Divorce Degree to state that the house is awarded to me. I told her my ex and I separately filed and the Mortgage was discharged in Chapter XXXX Bankruptcy. In addition my ex signed a QCD and the Judge considered the issue legally settled and did not see the need to address the property in the Divorce Degree. XXXX XX/XX/XXXX Received a Notice Of Intent To Foreclose from Shellpoint. XXXX XX/XX/XXXX Letter form Shellpoint ( new SPOC ) Ms. XXXX to assist in offering Loss Mitigation for borrowers who have filed Bankruptcy. XXXX XX/XX/XXXX received an Email from Shellpoint, Payoff Letter states your next payment due date is XX/XX/XXXX, P & I payment is {$1300.00} ; taxes are due XX/XX/XXXX. XXXX XX/XX/XXXX Spoke to XXXX XXXX in Loss Mitigation she told me my account was closed on XX/XX/XXXX and I need to pay the total amount of {$10.00}, XXXX to avoid foreclosure. I asked why the QCD was not accepted, and why Shellpoint also needed Divorce Degree for Modification when their Modification Agreement Checklist only required one or the other, her reply was Oh, you have special circumstances Asked what the special circumstances are, she had no answer. XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation. XXXX XX/XX/XXXX Spoke to Ms. XXXX in Loss Mitigation Dept., faxed over all requested documents. XXXX XX/XX/XXXX Spoke to XXXX XXXX in Loss Mitigation dept. He told me I owe {$11000.00} and need to make a down payment and payment plan to avoid foreclosure. He asked me to make a {$5000.00} down payment and pay {$2300.00} a month for 12 months. Told him I couldnt do that he then asked for {$2000.00} down payment. I asked him to send me a letter or email with the information he had just quoted me, he stated he could not do that and instructed me to go to Shellpoint website and fill out a Loss Mitigation form with all my information, upload all my bank statements and income, etc., and he would review my financial situation and he would determine how much I could afford to pay for a down payment. NOTE 1 : I have been in contact with the XXXX XXXX XXXX XXXX XXXX ( XXXX ) to assist me in getting my mortgage modified. On XX/XX/XXXX XXXX contacted Shellpoint and requested Ms. XXXX to return her call ( within 48 hrs. ) to discuss my modification. Instead of returning a call to XXXX, Ms. XXXX instead closed my account on XX/XX/XXXX. NOTE 2 : 1. None of the 6 monthly payments I made to Shellpoint were ever applied to my Mortgage. They are all held in suspense! 2. Shellpoint is charging me a late fee every month in addition to other erroneous fees. Also, according to Shellpoint I am charged with no record of payment for XXXX, XXXX, and XXXX, XXXX, when I made three payments of {$1500.00} to XXXX for the Modification Trial Payment. 3. One evening I came home to find a plain white letter size envelope lying on my front lawn. It was stamped confidential and had my ex name hand written on the front. It was unsealed with scotch tape on the flap. It contained a Modification Agreement Document from Shellpoint and apparently had been scotch taped to my door with a single piece of tape and had fallen off. Several weeks later, I was taking out trash at night and encountered a young lady walking around my property. I asked her what she wanted. She said she was looking for my ex and she handed me another copy of the Shellpoint Modification Agreement. 4. I want Shellpoint to conduct a thorough payment research and audit of my account. 5. I want Shellpoint to accept the QCD and honor my original Modification. 6. I want Shellpoint to remove all erroneous fees and late charges. 7. I want Shellpoint to credit my account with all the payments I have sent XXXX XXXX XXXX for my mortgage at Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Shellpoint Escalation Dept, NOTICE OF APPEAL/ERROR Attached you will find my Appeal/Error Letter, as well as this being another Notice of Appeal/Error as my financial circumstances has changed dramatically since Shellpoint last reviewed my documents. I am still waited back for responses to me QWR, Notice of Error to XXXX XXXX XXXX XXXX from the FTC Commission who is reviewing my complaint as well as asking for a review of my documents that prove I can qualify for a modification as I have had 4 modifications to date and have made my payments on time with all of them. Therefore, I am asking that the XX/XX/2019 sale date be cancelled in order for me to have the time for me and my legal counsel to receive these responses and documents and to be able to respond back as legally due to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I Have been struggling because I have XXXX XXXX and I had a progression or an XXXX XXXX, and I called up The first week of XXXX to talk about the fact that I had missed the XXXX payment and was going to be late on the XXXX payment. I asked about forbearance and was given The opportunity to spread the payments out between XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. The gentleman was very nice and he mailed me a letter dated XX/XX/XXXX so I mustve called in XXXX to say I was going to have problems not XXXX, and the letter reads that as of XX/XX/XXXX the total past due amount on your mortgage is {$2600.00} this amount includes all past due payment of interest and principal and escrow if applicable as well as late charges And amounts that we have paid on your behalf service or advances. Then it set up a three month payment schedule for me of XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX for paint {$2500.00}. When I attempt to make the arranged payment I am unable to make the payment as scheduled and I am told that as of XX/XX/XXXX I owe more than {$4500.00}? I make the XXXX mortgage payment anyway and then receive letters telling me last week I am now three months past due and owe over {$6600.00}? Then when I start making phone calls I start being passed from one person to the next to the next being told all kinds of lies and stories about money Stu and find to do and Im holding the ladder and asking questions and it was me that had called and asked for help and this is what happened. I need some help I dont wan na lose my home and all I did was miss onXXXX payment and I cant make any payments and they wont let me make any payments. Theyre making me pay more money than I owe and theyre asking for money that I never owed. Please help me. Then, in XX/XX/XXXX I mailed a payment into them and they applied it erroneously to someone elses account. When I asked where the payment was they finally looked for it and discovered that it was erroneously applied it to someone elses account almost a year later. This was not only not fixed they moved around monies and allotted all kinds of fees on my account and refuse to credit me appropriately the right principal and interest credits. In addition I made additional payments to my mortgage, instead of applying the payments to the principal as I applied them they didnt apply them at all. They didnt return the money to me they just wrote unapplied payments and kept the money and never applied them anywhere. If you look at the statements which I made screenshots of and I have attached here they just kept the money and didnt give me credit for it all nowhere. Then I called in to question the payment and I had mailed and payments that hadnt reached them yet, And the man on the phone told me that if I gave him the account number he would make sure that any of the paper checks that were mailed in were torn up. So I gave him my account number and the paper checks were not torn up and instead they charge me nonsufficient funds fee is and when I called up they apologize never remove them and theyre in my account anyway. This is a disgusting servicer and I want all of this corrected please. Can you please help me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2019-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested a loan modification workout out in XX/XX/XXXX due to the Department of Treasury approval of a 30 % cut in my pension effective XX/XX/XXXX. I am XXXX and receive social security. Approximate XXXX XXXX my request was denied by a phone call from a rep at Shellpoint Mortgage/XXXX XXXX ( investor ) informing that Shellpoint offered that my payment be extended for 10 years and reduced to {$640.00} from {$730.00} but the investor denied it and said the only option available is to increase my mortgage and stay at the 7.75 interest rate, and asking that I bring my account current. I am now making partial payments of $ XXXX monthly. I appealed the denial in writing and then on or about XXXX XXXX, I received another phone call from XXXX XXXX ( point of contact ) informing that the first denial was a " computer error '' and still they will not modify because the " numbers don't support it '' and any modification would increase my payment, which is ridiculous. I asked to see all documentation and the calculations of how they arrived at this conclusion. He said he would have Shellpoint make that information available to me. On XXXX. XXXX I attempted to make a payment via phone but was transferred into various loops that said no one was available to speak to me. I believe Shellpoint has no intentions of provide a loan mod. I have $ XXXX in equity and their intent is a financial advantage. I have requested many times that I be allowed to pay my own taxes. That alone would give me some relief. They refuse. My XXXX statement now shows an increase of {$7.00}. While this is minimal, why did my payment increase? One of the issues with this company is that they never put anything in writing and each time I speak to a representative, the story changes.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2019-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a prior complain to which the company did answer but didn't answer to the matter of the complaint. Shellpoint and I agree that the amount of {$1300.00} was taken out of my escrow account on XX/XX/XXXX. Shellpoint claims that " the last payment posted by XXXX XXXX XXXX on XX/XX/XXXX was the Shellpoint tax payment '' ... implying this " last payment '' was the {$1300.00} payment. This is incorrect. The tax collector did receive a payment on XX/XX/XXXX but the payment was only for {$680.00}. Shellpoint ONLY reflects one payment coming out of my escrow account on XX/XX/XXXX for {$1300.00}. These payments do not match on date or amount. If we assume the {$680.00} was taken from the {$1300.00} where did the difference of {$660.00} go? Shouldn't it go back to my escrow account? My escrow account doesn't reflect any deductions for {$680.00} or credits for {$660.00} ... only the {$1300.00} payment that still can not be verified as paid to the tax collector by Shellpoint. Issue has not been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a HELOC with Shellpoint Mortgage Servicing. I am wanting to pay off this loan and when I go to the company website it allows me to obtain a payoff as of the current day. When I do that It shows a principal balance of approximately {$27000.00} and interest due of {$500.00} with a per diem of {$6.00}. The amount of interest due of {$500.00} is roughly 72 days of interest. I make a payment on this loan every month in an amount that exceeds the interest due and the difference goes to principal. I have never missed a monthly payment so do not understand how I could possibly owe over 2 months of interest at the payoff. I have called the company several times and they can't give me an answer except to tell me to e-mail them. I have done this but still have not got an answer. I just want to get this paid off but I don't want to pay more interest than is due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 67037
Submitted Via: Web
Date Sent: 2019-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After many attempts over a three year period to get Shellpoint mortgage to either accept a short sale or foreclose, I was finally able to get them to foreclose. The foreclosure sale was held onXX/XX/2018 in XXXX, New York. XXXX XXXX Trustee for XXXX XXXX XXXX had the highest bid and purchased the property for {$80000.00}. The principal balance owed on the Mortgage was {$69000.00}. Shellpoint Mortgage did not ask for any of the servicing fees above the principal balance to be paid. New York State gives them 180 days to begin collection for these fees. Shellpoint has marked the mortgage as repaid on the credit reporting system with a XXXX balance owed. I am attaching a copy of my last Mortgage statement that shows principal balance and fees. I am attaching a copy of the Referee 's Deed recorded that shows the purchase of the property at the foreclosure sale in the amount of {$80000.00}. I received a 1099-C for 2018 that states the amount of debt discharged is {$60000.00} and Fair Market Value of the property as {$20000.00}. The fair market value of the property should reflect the amount the property transferred in the amount of {$80000.00}. I am attaching a copy of the1099-c received. I have repeatedly tried to contact someone at Shellpoint for a corrected 1099-C and they do not return my calls, email or mail. I am at a loss to get this corrected. Additionally they have yet to send me a final accounting of the foreclosure action. I would very much like to get the 1099-c corrected and the final statement for the foreclosure action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2019-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I requested a removal of Personal Mortgage Insurance. And was informed that if my home value was 80 % LTV on the home that PMI would be removed. I than paid for the appraisal to be done, {$690.00} to appraise the property. The LTV wasnt 76 %. A month later they responded with a letter denying me the PMI removal. They than informed me that I have a 2 year ( 24 month ) seasoning requirement. I was not informed of this before paying for the appraisal nor do I see any paperwork informing me that the PMI removal required this seasoning. 6 months away from reaching 24 months. And than mentioned the appraisal would only be invalid in 120 days since being done. So I would have to pay for a new appraisal
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97601
Submitted Via: Web
Date Sent: 2019-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A