Date Received: 2023-07-26
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Shellpoint Mortgage continues to place calls to my cell phone after being told via writing and verbally multiple times not to contact me by phone. In addition to this being an annoyance, I have requested reasonable accommodations from Shellpoint that communication be by email or secure messaging based on a XXXX that impacts my ability to understand and participate in verbal communication. On XXXX XXXX XXXX I disclosed to Shellpoint employee XXXX XXXX that I am hearing impaired and require written communication. This request did not result in any effort from Shellpoint to grant that request for reasonable accommodation. I am currently trying to resolve a past due balance on my mortgage, and Shellpoint 's failure to provide reasonable accommodations may result in losing my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80910
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am facing foreclosure upon that notification I decided to sell the property. I reached out to Shellpoint Mortgage company and they notified me that my home was eligible for a conventional sale because of the accrued equity. I was also told that if specific conditions were met that the foreclosure date could be stopped or extended. Those conditions were as follows : A signed contract on the home, Proof of funds provided by a bank and a HUD payoff letter confirming full payoff of the mortgage. I have provided this information to Shellpoint Mortgage company a total of 5 times both by email and fax however none has uploaded this information to my file and no one has attempted to assist me in moving forward with the sale of my home. I have yet to be assigned a direct point of contact that can answer questions or help me in any sort of way. I feel as though I am being discriminated against.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint keeps playing games and has not shown where they applied three partial payments I made to my mortgage last year. These amount were XXXX each. They received HAF funds and applied full amounts from HAF ON TOP of the partial payments. When I have asked them to rectify this they claim they took the 3 partial payment and added them to the HAF total and then paid out other months. No proof and nothing reflects this. Addtionally shellpoint agree with state of maryland ot bring loan current. They received funds XX/XX/2023 and then attempted to still bill me fully for that month which is not what they agree to state of maryland. so there is XXXX give or take that they need to credit me. Addtionally they PROMISED the state of maryland HAF dept that they would not raise my interest rate and would work on lowering monthly payments. instead they drastically raised my rate a huge amount. as of XX/XX/2023 they keep sending me the wrong amount do every month since XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PHH Mortgage Services still has hackers remoting into phone when I already proved I didn't commit mortgage fraud! They literally messed up so bad they had their control account ( XXXX XXXX ) and another sub account under it ( XXXXXXXX XXXX ) transfer the deed in full last yr which I was willing to comply and not bring attention to the fact everyone from lawyers like XXXX who went behind my back and disposed of my case 3 weeks after paid retainer for suit against PHH for illegal foreclosure without telling me and still charged me for up to 8 months past it ( which can get him barred ), and every institution that stood by and did nothing as my life was destroyed and I complained and complained and y'all did nothing are now on the hook for whas been done to me! I was made homeless and evicted and then come to find out when in homeless shelter using a public computer, that the deed was transferred to me with date prior to the illegal foreclosure that sold my house to investers who proceeded to evict me and throw all my possessions away and on the street! Do you know what that means? That a house I fully owned 100 % was still foreclosed on by XXXX XXXX a month after deed transfer and sold out from under me to investers who evicted me and threw me out! Of my home! I owned! No mortgage, XXXX XXXX note owed, nothing! My home! And yet they did this to draw attention away from the fraud that was done on me by PHH thinking it will make up for the overwhelming facts I proved that I didn't commit mortgage fraud and the blaring false claims on my statements that it shows! A roadmap I am credible enough to file for as they prey on homeowners who have liar loans and committed mortgage fraud everyone turns a blind eye to anyone trying to come forward to report fraud being done to them since homeowner committed fraud first! Not me! I know exactly how they are getting away with it have a right to sue every institution that took part from the constable that came in my house and threw me out to the cfpb who stood by all this time as I begged for help against these hackers doing constant damage to me from using technology threw phone to crack my teeth to illegally stealing my identity, to having this group out here break into my home ( yes, my home ) every time I left home to actually steal my taxes and amend them! In my favor, though? Yes, they went back and wiped out the homebuyers tax credit I owed and was paying back in {$500.00} increments since it was part of my mortgage debt. Transferred the deed in full to me and threw everyone under the bus in the process. So, despite being homeless, I was grateful to have been able to prove I was innocent and move on and not draw any attention to those that acted against the law or against their code of ethics in action taken or not taken in regards to my account and home since it was all done on pretense they thought I committed mortgage fraud. BUT THEN THEY THINK THEY CAN STILL HACK INTO PHONE ILLEGALLY AND COMPLETLY AGAINST THE LAW AS I AM JUST LIKE ANY INNOCENT HOMEOWNER THAT NEVER ONCE EVER LIED ON APPLICATION FOR MORTGAGE OR ANY REFINANCE TO IT SO NOW I EILL EXPOSE IT ALL AND BRING THEM S DOWN ... .... or for the last time. I am being reasonable. What's been done to me in full should never come to light it's so bad. And can settle quietly with a legal aid lawyer not one out for blood with one condition. This hacker here I want criminal charges on fully! I done with them controlling my internet trying to pick what lawyer I go to a d thinking they can control anything at all in my phone, WHEN THEY HAVE NO RIGHT TO BE IN IT! Or, just get out now and let me be. I need access back to my emails and they are preventing me from resetting them. They are the bigger problem and will say it one last time. I DIDN'T COMMIT MORTGAGE FRAUD! I PROVED IT! PHH did right thing and can compromise. But not if I can ch this or any of your hackers in my phone one more time denying me any loggin attempts, account access, etc. I need to get back to my family. Who are XXXX XXXX, and XXXX XXXX XXXXXXXX. This needs be off my plate before talking to them since I got ta now do damage control over all things I said to those around me since after all, I was right! Y'all are backing out homeowners that committed mortgage fraud off the books with a process I completely figured out and is complete with targeting system out here that targets homeowners who fight back thinking they can expose something they have no right to since their fraud is the intial problem. If it was preying on any homeowner I'd report it but it's not. With me this was all just a big mixup and I waa not at fault and am owed my day of justice for what's been done to me. The numbers are skewed as is and need be fixed so like it or not, ( and I went through whole degrating extremely horrible experience ), something needs be done with liar loans. Answer is not to leave as is. And it's not my job to find better solution. This system is well planned, complex and doesn't need some hacker screwing it up by being in my phone causing me to do it. I'm still homeless btw! Despite it acknowledged at tax assessor 's office that I am the certified homeowner now deliquescent on last yrs taxes, utilities still in my name, acknowledged on XXXX ( look up XXXX XXXX XXXX ) to see yourself, I can't get anywhere close without cops showing up running me off. I attempted to request a standby officer to come out as I break window so no misunderstanding from neighbors calling to report break in would be done and I got the luxury of being handcuffed and taken to hospital for evaluation for being crazy. They didn't hold me there because I wasn't needing to be committed. The concept was so foreign to this officer that someone could actually get home back when mortgage company messes up transfers deed in full and still get foreclosed and evicted that he didn't know what to do. He did his job and am ok with it. After speaking with me in fool along drive out to hospital I affected him and ended up believing me of sorts. Told him to XXXX Paul Cantu vs. trinity university to see other case I won, and Paul Cantu vs. PHH to see the one I was cheated out of and had lawyer dispose of behind my back, and the term targeted individual since said had no idea what was even though it's likely that law enforcement is in control of this process out here when it gets put on someone. Don't commit mortgage fraud and you won't have ever worry about. I didn't! And I had to live with the whole humiliating degrading experience the past few years! And worst part, it's still on me! Even though PHH all but showed they know I didn't commit mortgage fraud. Do right thing, get hacker out of phone and let me move on with my life. I need to be on my home working yo pay deliquescent property taxes, bill for homeowners insurance, outstanding bills to get utilities back on, etc. Not out here still being tormented by your hackers! Failure to comply means I move forward with pushing for criminal charges through attorney general and fbi and department of justice. THIS HACKING IS ASSAULT ON A LAW ABIDING CITIZEN! WHAT MAKES YOU THINK YOU CAN JUST STILL DO IT AFTRR YOU SHOWED I WAS IN THE RIGHT AND NEVER COMMOTTED MORTGAGE FRAUD! YOU CANT! AND CFPB, FAILURE TO ACT IF NEEDED IF THEY DONT COMPLY PUTS THE INSTITUTION IN AREA SHOULDN'T BE WHERE I SAY IS LIABLE SINCE CFPB IS SUPPOSED TO PROTECT CONSUMERS, WHICH I NEVER GOT ONCE! All you have to do is get this hacker out for good and I'm a man of my word and at the very least, credible. I've proved that. I'll minimize and not draw attention to and file against XXXX or against investers group that evicted me or whatever scapegoat y'all created for this now. Or maybe, just maybe, I'll get in home, be grateful whole horrible experience is over, and get back to work and move on. No one comes back from this and gets home back. No one. I did. Soon to be foreclosed on by irs for not paying property taxes, but doing that would only make this worse. Think of how looks. There's already tax lien. I can't pay if this hacker is in phone. Get him out. I'm asking, please? I'm not the enemy. Never was. I proved it. Hackers should be 100 % gone. Bottom line.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I am submitting this complaint as a follow up to two previous complaints which are complaint # 's XXXX, XXXX -- XXXX, those complaints remain unresolved even though the company " responded '' but the issues are ongoing. Therefore I am re-alleging those complaints herein with the new details of this complaint. On or about ( XX/XX/2023 ( right around the time they submitted their response to the CFPB regarding complaint # XXXX ) I noticed my mortgage grant that was approved prior to the filing of this complaint was suddenly in limbo and denied. When I called the Grant organization, they related the Mortgage company ( Shellpoint ) " performed and ACH withdrawal of the Grant monies because they needed to use their other company name NewRez and needed to maintain close communication with the Mortgage servicer. I called repeatedly and they were mum instead saying they could only talk to the mortgage servicer. I waited for them to call me back repeatedly and they never did. On or about XX/XX/2023 I sent an error dispute letter ( exhibit a ) regarding the debt validation received subsequent to complaint # XXXX On or about XX/XX/2023 I submitted a loan modification application via both fax and certified mail. On the same date I sent their " first point of contact '' an email indicated that information ( exhibit b ). *This email has now changed the fax number for this contact from last for of XXXX to XXXX Her response was " normally XXXX business days ( regarding a question about my loan mod application ). '' This apparently the same individual who after the first complaint after many of my letters and faxes just sent everything to my attorney. This is also the person whom was sent an attorney authorization already ( exhibit c ). months passed and no response. On or about XX/XX/2023 my attorney sent a message asking if I had requested any XXXX XXXX documents. Thinking " oh its a response for my loan modification packet '', I told him yes. However, I did not receive anything regarding that loan modification. On or about XX/XX/2023 I checked my attorney 's website and I was finally able to download those documents. ( exhibit d ) This form once said " If you are an attorney for the borrower please fill out the attached consent form to INITIATE the process. '' Here we go again. they are starting these games after they spent this whole time covering up their tracks regarding the XXXX above complaints. This packet also contains a " tax payer consent form ( exhibit e ). On XX/XX/2023 a new mortgage statement ( Exhibit E ) was received citing the same " error '' that we began with at the start of the complaint process and would you look at that somehow the " errors '' are always in the favor of this mortgage servicer or places them in the best position for a home owner to lose their mortgage. How lovely. So as you can see from above facts. Since filing these complaints with the CFPB this mortgager has done nothing to provide a " seamless '' response to my loan mod application. The only things they have done is Go around CFPB rules as well as weaponize Case law in order to foreclose on my home. This is a predatory servicer who is taking advantage of people who are in bankruptcy or some other hardship in order to meet their objective. It is believed based on above they are are doing this to countless consumers with impunity and should be immediately investigated. An investigation would reduce complaints significantly but as you can see this process is an absolute joke to them as they are using CFPB rules against consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60629
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage servicing I believe has a complex scam going on. Just look at the XXXX complaints. They average one a day!!!!! It's always accounting " mistakes '' and " misunderstandings '' please investigate this company NOW!!!!! For me it's the app not letting me apply extra payments. I believe they have cookies preventing me for being able to click the button. And payments not applied ... ugh
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 991XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir/Madam, I am writing to address the recent notice and charge I received from Shellpoint Mortgage Servicing regarding a lapse in my home insurance coverage from XX/XX/XXXX to XX/XX/2023. I am deeply concerned about the circumstances surrounding this lapse and the charge of {$320.00}. I have spoken with their customer representative, but I believe there are important factors to be considered in this matter. As I explained to the customer representative, the recent increase in losses from natural disasters in XXXX has had severe impacts on homeowners ' insurance options in the state. Several insurance companies have decided not to offer or renew coverage in XXXX, leaving many of us without accessible and affordable home insurance options. In the month leading up to my policy 's expiration, I received a notice from XXXX by XXXX confirming the auto-renewal of my policy. However, this renewal never took place, and my policy was canceled on the day it was supposed to be renewed. The reasoning provided by the Insurance company was that they no longer offered home insurance in XXXX, leaving me with limited time to secure new coverage. I made every effort to find alternative insurance providers, but as I mentioned to the customer representative, many companies like XXXX, XXXX, XXXX XXXX, and others had also stopped accepting new policies at that time. Fortunately, I was able to secure a policy with XXXX, but the underwriting process took five business days, leading to the unfortunate 10-day lapse in coverage. During our conversation, the customer service representative implied negligence on my part, suggesting that I should have been aware of the XXXX fires and avoided the lapse in insurance. However, I must emphasize that the situation at hand was beyond my control, as several reputable insurance providers were no longer offering coverage in the state. When I requested information about escalating the matter or a department for disputes, the agent informed me that there were no such options available and that I must pay the penalty of {$320.00}. I find this response inadequate, as it leaves me without any means to address the matter fairly. Furthermore, I received Shellpoint 's notice to purchase insurance on XX/XX/XXXX, well after I had already secured an alternative insurer and, to the best of my knowledge, was compliant with all insurance requirements. The situation we have experienced is not one of negligent or irresponsible behavior on my part, but rather the result of a larger crisis affecting homeowners throughout XXXX. It is deeply regrettable that the state is facing unprecedented natural disasters, and I believe that Shellpoint is taking advantage of this situation. I kindly request a thorough review of my case and a reconsideration of the {$320.00} charge. As a loyal customer, I have always maintained my insurance obligations promptly and responsibly, and I hope that Shellpoint will take these extenuating circumstances into account. Please provide me with an escalation point or a department for dispute resolution. I believe there must be a fair and just solution to this matter. Thank you for your attention to this issue. I look forward to your prompt response.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 94566
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We made our regular loan payment for XX/XX/XXXX and then our XX/XX/XXXX payment was sent out XX/XX/XXXX ( a few days early ). Because it was received early, Shell Point counted it as a second XXXX payment rather than as a XXXX payment and we were considered to be in default for XX/XX/XXXX. We have never sent a late payment in our long history with Shell point ( 15 years ). We called & resolved this over the phone in XXXX of XXXX. As far as we knew, we were all set, and the issue was resolved. Now we are locking in a mortgage on a new home, and when we ran our credit report, we are seeing that Shellpoint reported this XX/XX/XXXX event, and our credit has suffered. Shellpoint reported this event as deliquent 10 months later to the credit bureau. My spouse called them XX/XX/XXXX & the woman on the phone said they would get us the Shellpoint Escalation Request/Specialty Letter for our loan agent so we could lock a lower rate on our new mortgage within 30 days. He called again to check on status on XX/XX/XXXX, same answer- " we will get it to you via email within the 30 days of XX/XX/XXXX ''. I called again to check on XX/XX/XXXX, as we never received the letter. Again Friday, XX/XX/XXXX. We needed this letter from Shellpoint stating that our payment was in fact on time and that THEY made a mistake reporting us to credit agencies. Our mortgage for our new home has to lock the interest rate in by today. Without this letter from them we are going to pay a higher interest rate for 30 years on this new loan because of our negatively affected credit. They said the letter takes up to 30 days and there is nothing they can do about it. We await the letter which was supposed to be emailed to us. It never came. When I called for an update, a supervisor named XXXX XXXX told me I needed to send the credit report, and proof that we paid early. I did immediately. He told me he would expedite the letter & get our credit cleared in time. I did exactly what they wanted, emailed asking them to reply that they received what they needed to move ahead, and no reply. I called, no one is ever at their desk. no supervisor can help. Nothing anyone can do M'aam. Over and over. I've done nothing wrong, did everything they asked, and still will end up paying handsomely for their negligence. I was surprised to see they are accredited via XXXX with an A+.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to Shellpoint Mortgage Servicing and it has been one issue after another. They called asking for a XX/XX/2023 payment when the RESPA letter indicates all payments beginning XX/XX/2023 are due to them. I had already paid my XX/XX/2023 payment early to XXXX on XX/XX/2023. I told them they needed to ensure the data transfer of the payment due date was corrected. It was out on me to prove I had made the payment. I then sent in proof of payment to their XXXX so they could research it. Naturally, I never heard back from anyone. Now I am going on 20 days since the serving transfer and still have no access to my online account with them for payment processing or account review. They have continued to tell me each time to call back if I still cant access in the next 2 to 3 days and now 20days later, nothing. Shellpoint Mortgage a division of Newrez should be contacted by the bureau immediately and resolution demanded on my behalf as it appears that since I have a XXXX hard Prepayment Penalty they will just treat me like XXXX as what choice to I have but to stay with them.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have an existing open mortgage in Good Standing with NewRez / Shellpoint Mortgage company. NewRez / Shellpoint Mortgage company is not reporting my mortgage information to XXXX or XXXX credit reporting agencies. I have been trying for over 1 year to get them to report it. XXXX and XXXX both say they are not getting my mortgage information from NewRez / Shellpoint Mortgage. The problem is impacting my credit score at both XXXX and XXXX because neither company shows I have a mortgage. Current Principal Balance {$420000.00} Regular Monthly Payment {$3600.00} Next Payment : XX/XX/2023 https : //signin.shellpointmtg.com/signin/myaccount
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A