Date Received: 2023-10-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In addition to my statement above, they are continuing to ask for repayment, modifications, short sales, deeds in lieu which is an illegal step and an attempt to steal my home. They are to cease and desist. That's a legal term and they are required to adhere. Also I do not have an agreement of any kind with this Shellpoint. They need to show me the documents that I signed allowing them to control the mortgage on this home. Also I do not recognize the loan number, which is different than the one I signed years ago. Where do they get their authority to even issue a bill on my home?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to file a formal complaint against Shellpoint Mortgage Servicing regarding the handling of my mortgage account during a forbearance government plan I entered into last year, from XXXX to XXXX. At the onset of the forbearance period, I was reassured by Shellpoint Mortgage Servicing that participating in this program would not have any negative impact on my credit score. Furthermore, I was informed that upon the conclusion of the forbearance period, I would be presented with various options that would similarly not adversely affect my credit. To my dismay, I recently discovered that following the forbearance period, during the subsequent step of a loan modification, there exists a trial period during which Shellpoint Mortgage Servicing reports the account as late, despite my consistent adherence to the payment plan they instructed me to follow. This revelation came to light two months ago, a staggering seven months after the commencement of this process, when I reviewed my credit report and was appalled to find a late remark attributed to this period. This situation has left me profoundly frustrated and disheartened. Maintaining a good credit history has always been a priority for me, and aside from this instance, there are no other adverse factors impacting my creditworthiness. I feel deceived and misled into making a decision that has had an unintended and detrimental effect on my financial standing. I placed my trust in Shellpoint Mortgage Servicing as a reputable financial institution, believing they would provide me with sound guidance to navigate this challenging period. Regrettably, the current outcome paints a starkly different picture. Despite my earnest efforts to rectify this matter, Shellpoint Mortgage Servicing has been unresponsive, and any correspondence received merely reiterates their stance that the situation unfolded as anticipated. This is in spite of the fact that my account remains in good standing, and I have consistently adhered to the agreed-upon payment schedule. It is disheartening to witness a lack of empathy and assistance from an institution that played an instrumental role in guiding me towards this course of action. I am reaching out to your esteemed organization in the hope that you can assist in rectifying this situation and, potentially, implementing safeguards to prevent others from falling victim to a similar circumstance. It is my sincere belief that financial institutions should act in the best interests of their clients, particularly when it pertains to federally mandated programs designed to provide relief during challenging times. I humbly request your intervention to help me navigate through this challenging situation and find a resolution that is fair and just. I trust in your commitment to consumer protection and hope that your involvement will lead to a positive outcome. Thank you for your attention to this matter. I look forward to your prompt response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I currently have a loan with a company called NEWrez. The loan is over 2 years old. I have requested to have my PMI cancelled since the current value of my house puts the LTV below the required 80 %. I have requested to get the company to indicate what process I should follow, I have attempted to do so for the past 6 months. My most recent request was on XXXX 1 ) They are sending formatted letters saying someone will contact me 2 ) No one is contacting me and they are not able to help when I call customer service number. 3 ) I am currently paying close to {$400.00} per month on this PMI and I have perfect payment records. 4 ) This company is making it extremely challenging to get answers and get the PMI cancelled to the point that I feel completely taken advantages of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46032
Submitted Via: Web
Date Sent: 2023-10-01
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: Paying off the loan
Consumer Complaint: I had a house fire and so I requested a payoff statement from Shellpoint Mortgage Servicing who holds the mortgage. The insurance company sent a check for the payoff amount, which was cashed by the mortgage company, but they are still sending bills and won't apply the amount received to actually pay off the mortgage. Every phone call I am assured that it should have been applied and they will take care of it, but it still hasn't been applied. Notes from my phone calls with the company : The following was sent to XXXX as per XX/XX/XXXX conversation with XXXX I requested a payoff statement from you, which I received and is dated XX/XX/2023 for a payoff amount of {$28000.00}. This amount is good through XX/XX/2023. XX/XX/XXXX I spoke to XXXX to be sure I was doing the correct thing before sending the insurance claim check for {$28000.00} to pay off the mortgage. She only told me how to endorse the check and where to send it to. XX/XX/XXXX check for {$28000.00} was mailed to you with a notation that it was for the mortgage payoff for loan # [ account number ] for [ address ], XXXX IL XXXX XX/XX/XXXX the payoff check for {$28000.00} was delivered to you ( according to the tracking number ) by 2-day mail XX/XX/XXXX the payoff check for {$28000.00} was cashed XX/XX/XXXX I talked to XXXX but she couldnt help me, so she transferred me to XXXX in the insurance claims department. He stated that what I had sent with the check was sufficient for a letter of intent and he didnt see why it hadnt been processed that way. He sent an email to his supervisor to expedite getting it recorded. XX/XX/XXXX I talked to XXXX in insurance claims, she transferred me to XXXX in personal service, she transferred me to XXXX in loss draft. XXXX stated that the wording was wrong in the note with the check, the only difference being that it didnt say I intend for this check to be used as the payoff. I was never told in my original call with XXXX, nor is there anything in the payoff notice that states I have to send a letter of intent at all or with that wording, it only states that the loan number is needed. The attached note has the exact wording she told me to use, although it should not be needed. She transferred me to XXXX XXXX in customer service to generate a new payoff statement. I stated that I wasnt going to pay any extra, as the failure to record the original check was not my problem, it was theirs. She escalated the request to accept the original check for {$28000.00} as the payoff. In summary, I did exactly what I was told when speaking to your representatives in sending in the payoff check and in subsequent conversations. Please accept the {$28000.00} check as payoff for the mortgage as stated in the payoff letter dated XX/XX/2023. The above was sent to XXXX as per XX/XX/XXXX conversation with XXXX They responded with an email that they couldn't open the attachment ( a pdf ). I sent the statement of intent again as a pdf and as a jpg. They then responded that they had received the documents and uploaded the claim for review. No further response received Added XX/XX/2023 Spoke to XXXX XXXX or XXXX XXXX XXXX He sees that it is still an active loan, with a loss draft posted for {$28000.00} He sees no reason for the payment not to have been processed with the information they have He spoke to the loss draft department, they said no manager has approved the payoff He sees no other complaint entered in the system, although every person I talked to has told me they have escalated this and sent it to supervisors There is nothing behind doors that hasnt been done to accept the payment He told me he submitted a complaint both to his supervisor and to the top administration Will receive an acknowledgement letter in the mail within 2-3 days also copy to email It has to be resolved within 30 days He will send a personal follow up email so I know it is still being worked on As of XX/XX/2023 No letter of acknowledgement of a complaint has been received, either by email or postal mail Two emails with current payoff statements were received dated XX/XX/2023 and XX/XX/2023, both of which have additional interest and fees
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 62526
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: URGENT MATTER - CASE PENDING IN COURT - LITTLE TIME TO ACT BEFORE BANK TAKES UNDUE MONIES UNDER THE CONTRACT. Parents Passed away 69 days apart XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX House Transfer On Death Deed to me. Mortgage company would not confirm me as XXXX for 10 months, and 1 month after foreclosure filed. Fire at property occured XXXX. Partial loss. House secured and locks changed XXXX at 95 days past due. no foreclosure filed. Asset Management company people took personal property in excess of XXXX XXXX destroyed other property inside the home. Allowed one cat of 4 to starve to death by locking house up so they could not be cared for. Insurance funds twice what was owed were submitted to Mortgage Company XX/XX/ With my name on check, but still not Confirmed XXXX House remediation started by me, Mortgage service took 6 months to pay contractor, no one else would accept the project after word got out. Plus foreclosure filed before contractor paid. contractor declined to continue. Bank that filed for foreclosure 40 days late on 60 day limit of answering discovery ( 30 allowed, 30 day requested extension ). Bank has now filed for Motion to Dismiss with Prejudice under the absurd opinion that since the original borrowers passed away, the property was abandoned. Only taking that position because they say that the Successor does not have the right to enforce the contract under the same Covenant that they are trying to enforce where it says that the Sums secured are to be reduced by and equation provided when FMV of the property is equal or greater than the sums secured. hence the Bank is trying to take more money than owed from the miscellaneous proceeds in the amount of XXXX XXXXXXXXdepending on what the actual FMV of the property would be determined as, thus leaving me with a partially destroyed home that has been allowed to deteriorate and be robbed, vandalized multiple times by agents of the asset management company.Ultimately, leaving me with a devalued property and no means to remediate it and recoup the additional {$78000.00} from the insurance company that is being held as recoverable depreciation. My lawyer is abandoning the effort after the hearing next week to argue the basis of the dismissal that Borrowers Death does not constitute Abandonment since it is the act of a Natural living person to abandon something, like he is doing to me. I have been unsuccessful in this rural area to find alternate council and if the motion passes then I am sunk. There is more, but the CFPB rule 1024.30 ( d ) allows for the confirmed successor, me, to be treated as the borrower. Furthermore, the Regulation X outlines the steps and timelines for confirmation of the successor, which the servicer clearly did not follow. I have proof to back everything here up. This is NOT A JOKE!!! I need urgent assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I am the heir of a property with a mortgage serviced by Newrez. Newrez took over servicing on the mortgage from XXXX XXXX on XX/XX/2023. XXXX XXXX had already recognized me as the authorized representative of the estate ( as of XX/XX/2023 ) I contacted Newrez on XX/XX/2023 to change the name on the mortgage because I am now the sole owner of the house and the estate has been closed/discharged by the court. I have all necessary legal papers to prove ownership and final disposition of the estate. Newrez provided the following information ; XXXX. I was told I could not change the name on the mortgage and it must stay in the estates name. XXXX. I was told they had no record of me being the legal representative for the estate or the mortgage. XXXX. I was told I must have a property insurance policy in the name of the estate. I am the legal owner of the property therefore the insurance is in my name but the estate is a named as an additional interest in the property insurance. That was not acceptable according the the letter I received from Newrez on XX/XX/2023 XXXX. When I asked to escalate the case the Newrez call center representative said I had no standing to escalate and that no one in the company could help me. Said I must accept that the only name on the account can be the estate 's name. The call center representative told me my only recourse was to seek legal counsel at my own expense.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33919
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My loan transferred from XXXX XXXX to NewRez LLC DBA Shellpoint mortgage on XX/XX/2023. Various transactions were applied upon boarding of the loan with the new servicer that improperly increased the loan balance by a significant amount by misapplying the order of historical payments/paydowns, making improper charges to fees/penalties, and booking payments already taken by the prior servicer.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: Received email from attorney for loan modification stating a Federal attorney is assigned to me for a trial and loan modification without any paper work.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60624
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My home was scheduled for and sold in an online auction. The auction and sale was illegal and I was never contacted the from the original lender the contact was breach the terms of the contract changed the servicer and lender and investor have committed fraud snd theses documents are fraud and not the original terms. I originally sent a letter to servicer Shellpoint and XXXX XXXX XXXX XXXX XXXX They never answered me then and they misled and I was never informed that The was going to change and that my loan was sold to XXXX XXXX XXXX. I tried many times to cancel my pmi and asked why was I paying all the extra fees for property preservation and FHA mi XXXX XXXX XXXX XXXX. My loan was paid year. Ago. Ive been complaining and have asking questions and Ive have never been given a response or answers. XXXX XXXX has never sent me any letters I did not know that they were the investors. I believe that Im owed my title to my house. I have been treated unfairly and many people are involved and its corrupt white collar organized crime and my due process rights and have been repeatedly violated and there has been paid politicians who is a house representative and was. The title and home insurance broker agent XXXX XXXX XXXX. I have never meet this person and I did not sign or authorize this and the information on the insurance application is all wrong I have been trying to get this information corrected and theses two company have been misleading and lying making and recommending s c
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: I paid my homeowners insurance policy since XXXX till the present. Shellpoint and previous loan servers, tacked on humongous fees of homeowners policies. I demand a Complete audit of all homeowner policies that shell point and previous loan servers paid, after I paid for and kept my own homeowners policy active since XXXX to the present.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A