Date Received: 2023-10-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I currently have an overage in my escrow account in the amount of {$8800.00} & I have been making my request for a refund since XX/XX/XXXX & i called at the beginning of XXXX & i was told that an escrow analysis had to be done before the refund could be sent out & it still hasn't been complete & or started.. I have been lied to over, over again. everytime i call I only get excuse/no help nobody is on the same page.. I have called XX/XX/XXXX, beginning of XXXX, XX/XX/XXXX & XX/XX/XXXX still not help.. every time I call someone has a new story & never a solution.. I was told that if the overage is more than {$50.00}, I should get a refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91504
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My mortgage loan with Shellpoint NewRez was in forbearance from XX/XX/XXXX through XX/XX/XXXX. At that point when it ended, I was assigned a SINGLE point of contact by the name of XXXX XXXX. He initiated me to contribute forms I needed for loss mitigation to assist with mortgage payments. I have sent forms to them multiple times, 2 to be exact via fax and they somehow never received them. I have had to send forms via fax and mail, for them to only say they don't have it. Fast forward to XX/XX/XXXX, XXXX received the documents and starts his review. XXXX was aware I had an alternate address but did not tell me that I needed a letter or explanation. He also had me send the wrong documents for the wrong program. They stated via phone that XXXX had placed me in the wrong program. For months we are attempting to apply to a program that I was never to be placed into. XX/XX/XXXX, I sent another letter detailing explanation of address, and emailed XXXX to please tell me if anything else is needed as he stated before nothing else was needed. After complaining and changing out point of contacts to XXXX XXXX, they approved a loan modification XX/XX/XXXX. I say this all to say they have reported late payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was dealing with someone, an employee of theirs ( XXXX XXXX, who not very helpful or clear on which program he had placed me in. It took the higher ups to step and state how XXXX did not have his best foot forward in my situation causing confusion and my payments to be marked as late. I later one sold the home in XXXX, however, these late payments are affecting me tremendously. I have tried to speak with the supervisors in Loss Mitigation and to no avail, they will not talk to me. I no longer know where else to go. I want to sue them as of now if I can not get them to correct the late payments as an offer of good will, due tot he mistakes of their employee that was not properly trained.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I bought a property and had a lender. I set up XXXX because I run a rental business and can not focus on paying all my mortgages each month. However, my mortgage got sold to another company. Then I had to setup an account to do autopay. Unfortunately, the company would not let me set up autopay when I was just a few days late on a payment. The whole reason I could not set it up and was late because of the delays in setting up the account. So this was already stressful, like why can I not setup Autopay just because I am slightly late on the payment? Absolute nonsense. So what happened is the next month was an extremely busy and stressful time for me in managing my XXXX businesses. So what happened? My payment was missed because I could not setup the XXXX because I had to wait until the next month ... the whole system seemed to set me up for failure in actually paying my mortgage on time... the lender also did a very poor job in reaching out to me to inform me of the missed payment. They never called and left voicemails. They did send letters via XXXX at a time when they were heavily delayed and losing mail and I also had just moved. This company made no hesitation to report me to the credit bureaus at their earliest convenience after failing to email me or call me... just reaching out via snail mail which never reached me on time. I tried explaining this and pleading to remove this report and they refused. So someone who had an XXXX XXXX XXXX got knocked down to XXXX ... this was devastating as I was unable to refinance on one of my properties. This company has no moral fiber as far as I am concerned and the worst thing is I did not even choose the guys... it was simply sold by my lender without my say so. I know this is how the industry works but when things like this happen it really has major repercussions for the consumer, who is the most vulnerable. Anything you can do to help would be most greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80204
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: XXXX XXXX made a payment XX/XX/2023, for XXXX mortgage payments. A total by a XXXX XXXX employee was given to get the XXXX mortgage up to date. Payment information / bank information was given to employee of XXXX XXXX for the {$4800.00} to be withdrawn from. The XXXX XXXX account info was given, definitely enough funds in his account to make this transaction. XXXX XXXX rep stated payment was received and precessed, then a confirmation number was given to XXXX XXXX. XXXX XXXX did not withdraw the payment from the account information given.XXXX XXXXXXXX attempted to withdraw the payment from the XXXX account that was on file. Not the account information that was given to the XXXX XXXX rep at the time of the call. XXXX XXXX a Shellpoint employee we spoke to on XXXX XXXX @ XXXXXXXX XXXX told us our payment of {$4800.00} was SENT BACK. There was NO INSUFFICIENT FUNDS CHARGE, The transaction was not insufficient funds. The XXXX bank account also there was not an insufficient funds charge, If it was not sufficient funds for the transaction, there would be an insufficient funds charge at the financial institution as well. There was not. But now all the sudden there is an insufficient funds charge, but could NOT be found by your employee, XX/XX/2023. Shellpoints mortgage history of the XXXX mortgage, does not have all the history that it should. Seems they are missing some. XXXX XXXX, ( ( the next day after XXXX XXXXXXXX made the {$4800.00} payment ) ) ( ( ATTORNEY XXXX DISBURSEMENT ) ) Will screen shot the mortgage history the XXXX have. This is a payment to a ATTORNEY, to begin foreclosure on the XXXX home XX/XX/2023. Then every month after on the 22 day of the month the mortgage history shows ( ( ATTORNEY XXXX DISBURSEMENT ) ) The Attorney XXXX XXXXXXXX uses for foreclosure his fees and charges they have agreed to pay the firm. Very convenient that the charge on XX/XX/2023 is not on the loan history provided by Shellpoint. The XXXX have been to an attorney that is fees/ charges/ payments for the attorney to begin foreclosure. XXXX - 31 days XXXX - 31 days XXXX - 28 days XXXX - 21 days TOTAL 111 days Attorney fees and charges claimed on the XXXX mortgage history XX/XX/2023 to begin foreclosure is DEFINITLY breaking federal law Dodd-Frank act. Amazing it doesnt appear on the mortgage history Shellpoint XXXX XXXX XXXX provided. Because of this foreclosure should not have been started in XXXX. Not in XXXX as Shellpoint states. That is untrue, dishonest mortgage servicer. Thats not to mention each XXXX XXXX employee I spoke to all names, dates and times. XXXXXXXX XXXX XXXX XXXX loss mitigation supervisor that was investigating the recorded call logs, stated if XXXX XXXX did not use the account information given for the payment made by Mr XXXX on XX/XX/XXXX, good change the foreclosure would be reversed it what he said. Then many other XXXX XXXX employees telling the XXXX untrue lies, went on over a month. To find out XXXX XXXX recently got a new phone system they would have NO WAY of retrieving a call log in XXXX XXXX. The XXXX want to get the mortgage current with out charges and fees that should not be on their mortgage. Another point the XXXX built this home in XXXX, have lived in It over 23 years. Important bit of information there is SUBSTANTIAL equity the XXXX have in the home. XXXX believe is an issue. Very sad XXXX & XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33811
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: This is my second claim against shellpoint mortgage. My first claim is closed and was unsuccessful. I had several issues with shellpoint in my prior complaint and they did respond but they didnt address how they could add over {$13000.00} to my loan during the pandemic forbearance despite a federal law protecting mortgagers from this. Under the Cares act, mortgagers were not allowed to charge fees or interest during the pandemic forbearance. Im was charged {$13000.00} for signing up for something that I was told was a penalty free helping hand. In shellpoints response, they glossed over this issue. Also, I repeatedly stated that the modified payment plan that was I was pushed into a corner to sign, was not at all what I was told I was signing. I was adamant that the only way I would do this was if there were no repercussions and I could simply add the missed payments to the end of the loan. To prove this, I asked for all my phone recordings discussing this. These would prove that I was 100 % mislead. Also, I had no choice but to sign the new payment agreement or Id lose my house. The agreement that I was told over the phone that I was signing was nothing close to what I actually signed. Again, I want shellpoint to release all of the phone conversations that I had with them during this period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: In XXXX, XXXX the mortgage company filed with the court paperwork about they wanted to move ahead with a foreclosure. On XX/XX/XXXX My contact from a local HUD agency forwarded requests from the mortgage company for me to submit personal financial documentation in hopes of offering me a loan modification. This went on for over two months. On XX/XX/XXXX the mortgage company offered me a XXXX XXXX XXXX. It assumed that I would make timely payments over the course of 3 months. Once that was successfully completed, they would send me a loan modification. On XX/XX/XXXX my attorney informed me that the mortgage company filed a motion with the court to move forward with foreclosure on my house. This is a violation of 12 CFR 1024.41 ( g ) -i.e., taking steps to obtain a judgment and sale of your property while you were currently in a trial payment plan that a borrower had successfully completed. On XX/XX/XXXX XXXX XXXX ruled in favor of the mortgage company to move forward with a XXXX 's Sale. No date had been set. On XX/XX/XXXX I made my payment for XXXX. It was the final payment of my XXXX Payment Plan. I called my point of contact at the mortgage company. She verified that I successfully completed the TPP and they will be sending a loan modification within 30 days. Also on XX/XX/XXXX my attorney filed objections to the Magistrates Decision granting a foreclosure judgment and has already filed a motion requesting a stay of the foreclosure proceedings based on my trial payment plan and expected loan modification offer. You can call my point of contact at the mortgage company. Her name is XXXX XXXX. Her phone number is : XXXX ext. XXXX. Her email is : XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have a loan with Shellpoint Mortgage Servicing with LOAN Account # XXXX. The monthly mortgage payment with ShellPoint is scheduled with My bank, XXXX XXXX XXXX XXXX. In XXXX, the mortgage company changed the billing address from Ohio to Texas ; my scheduled payment of {$1100.00} for XXXX ( XX/XX/XXXX ) went to them, but due to the wrong billing address deposited back to my bank on XX/XX/XXXX. The XXXX 's payment also failed for the same reason. There were no communications from the Mortgage company regarding that billing address change, and I learned about this when I received a pink letter on XX/XX/XXXX, including the hardship assistance document. I immediately called their customer service, fixed the billing address to the bank, and directly paid {$2100.00} for XXXX and XXXX. However, they reported to the credit bureau since payments were missed, which killed my exceptional credit score. I have been following them since XX/XX/XXXX and filed multiple complaints on their website. I also sent them a letter from my bank that we were attempting to make payment, but they always sent a standard letter that you are at fault for missing the payment. A different department of ShellPoint manages the credit reporting, and they don't talk to Customers and communicate via secured emails. During one of the complaints and my conversation with a customer service supervisor, she emailed that department the Company had changed the billing address, and the Customer made payments immediately when he came to know. The Credit department did not respond to that email. I have attached that email with this complaint. The letter from the bank was also included in this complaint. I have not seen such bad customer service in my life, and some of their reps and supervisors were rude in conversation. They removed secured email communications related to complaints between me and their Credir department from the Inbox Customer portal. Honestly, they don't care about customers. My intention was always to make payments to them on time. I spent several hours calling them multiple times, sending the proofs, but no attention to my humble request to correct the credit reporting. With this complaint, they should sincerely consider my request and fix the credit reporting. They should also work on improving communication with customers and care about customers. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85742
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/XXXX we sent a check we received from our insurance company to our mortgage company ( Newrez ) for their endorsement and release of funds. We also provided all of the required documents via their portal. We were told it would take 8 - 10 business days to process, and we did not get a check until 16 business days later, and it was only $ XXXX of $ XXXX. This was after several frustrating calls and emails with the company. We were informed that the rest of the money would be released after a satisfactory inspection by their contracted inspector indicating at least 60 % of the work was completed. I met the inspector on XX/XX/XXXX, and she indicated we should hear something back from the mortgage company in a few day. Today - XX/XX/XXXX there still was no new information on the portal, so I called, and the customer service agent confirmed that 70 % of the work was completed, and a payment of only {$8500.00} was requested by management, and we should receive it by XX/XX/XXXX. He also said that the remaining {$17000.00} would be released when they assessed that 90 % of the work was completed. I told him this was not acceptable, and that I would file a complaint with the CFPB. He tried to get a supervisor for me to speak to, but XXXX was not available. He said a supervisor would call me, but no one has. We have never missed and/or been late on a mortgage payment. I also want to know how to collect any interest they may have earned while holding our money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: We closed on the sale of our property XX/XX/2023. On XX/XX/2023, XXXX XXXX received a XXXX in the mail for the remaining XXXX XXXX XXXX and escrow balance of a total XXXX. The XXXX was made payable to both parties on the loan XXXX XXXX XXXX XXXX ). XXXX XXXX endorsed the check and proceeded to move back to XXXX. On XX/XX/2023, XXXX XXXX ' bank refused to deposit the XXXX in her individual bank account without XXXX XXXX being present ( he lives in XXXX ). XXXX XXXX and XXXX XXXX were not married and did not have a joint XXXX account. XXXX XXXX called XXXX XXXX XXXXXXXX Shellpoint Mortgage Servicing XXXX XXXXXXXX. He explained the problem, they said they would need to conference both of us in because we both had to be " opted in '' to authorize an XXXX to be sent to XXXX XXXX ' bank account and would also need her bank info. After much trouble and several calls ( we had to explain our situation with every rep ) we could not talk to the same person each time we called or got cut-off. They said they are only an inbound call center. On XX/XX/2023, XXXX XXXX called them to find out why the XXXX had not been sent, Shellpoint made him call XXXX XXXX an a conference call. The rep we spoke with said the last rep on XX/XX/2023, forgot to " opt in '' XXXX XXXX. She assured us that we both were " opted in '' this time and our XXXX to XXXX XXXX bank account was being processed ( XXXX XXXX verified the bank info ). On XX/XX/2023, XXXX XXXX called to find out why the XXXX had not been sent. The rep that spoke to her said that the last rep did not " opt in " XXXX XXXX. We had to bring XXXX XXXX back on the line to " opt in '' for the XXXX. time. We were assured that we would have the XXXX in XXXX more business days. It is XX/XX/2023 and the ACH is not in the designated bank account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NM
Zip: 87144
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have tried 3 times to file this complaint but this website does not save my info and has timed out or if I log out because I cant complete the complicated history in one sitting everything is delleted and because there is no complaint number issued at that point nothing I entered could be retrieved. I have resorted to describing the complaint in a separate document which I will scan and upload in the section to follow along with other supporting documents.. If this is not acceptable please let me know asap. I am currently without a computer and was limited in the times I was able to borrow one. I was unable to send all supporting documents for my complaint but had time to upload a sampling of records to reflect some of the issues with my mortgage servicer. Please note : The name on the loan in question is XXXX XXXX XXXX because I inherited my home where Ive lived since XX/XX/XXXX upon the death of XXXX XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A