Date Received: 2023-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 our property was hit by a tornado which completely destroyed our home and out buildings. It was a total loss, the home and buildings were gone. On XX/XX/2023 we reported this event to our home insurance company. On XX/XX/2023 we got XXXX checks from our insurance company for the home and out buildings. On XX/XX/2023 we sent by priority mail overnight the XXXX checks, to our mortgage company. On XX/XX/2023 we got notification that the checks were delivered to our mortgage company. On XX/XX/2023 we talked to the Loss Draft department at our mortgage company to check on the status of the pay out to us. We were told that the money was deposited on XX/XX/2023. On XX/XX/2023 we talked to the Loss Draft dept. again and was told that they could escalate this issue to management. On XX/XX/2023 once again we talked to the Loss Draft dept. and they checked on the escalation and said the day before it went to management. The rep gave us a link to a website to monitor each step of the process. On XX/XX/2023 we got on the website to check the process and saw nothing new. We then submitted a written question on the website and submitted that. On XX/XX/2023 we called the Loss Draft dept., the rep said that an email was sent to management XXXX weeks ago, then sent us to a supervisor. XXXX said she would call me back that day. She called back but did not have any further information as far as the process was going. On XX/XX/2023 we checked the website again and did not see any change in the process. In addition to the above, On XX/XX/2023 we signed a paper with a mobile home dealer to reserve a mobile home that we found that was a very good price for a new mobile home. We put a deposit down to reserve it. During XXXX of the conversations above we made the mortgage company Loss Draft dept. know this and that we are not building a house, just buying a new mobile home to put on our property in the place where our previous mobile home was. We made it clear that we are not building anything just placing the mobile home there. The mortgage company only wants to release half of the price of the mobile home and we would have to finance the other half. We can not get financing at this time. We also signed a paper that allows the mortgage company to communicate directly with the mobile home dealer/sales rep. The issue has yet to be resolved.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX and XXXX I made my XX/XX/XXXX payment. for a total of XXXX for a mortgage loan monthly amount ofXXXXThis was literally a typo error. as soon as i was notified i paid more than the amount and the late fee. they never tried to contact me in the month of XXXX by phone, nor did they send correspondence till it was to late. I am, and have been ahead on my loan for years. I made an error and the company policy for Shellpoint mortgage is to report as late 30 days even if you are short 1 . the only reason a company would do this is to keep your credit score low so you will not be able to change companies. The company will not speak to me about the issue with a person who can help. They refuse to report the payment as partial, it only shows as a 100 % late and has caused me, and my business from getting loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32779
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed a VA partial claim in XX/XX/2022. I did not know what this was but my mortgage company XXXX XXXX XXXX insisted this was the best route for service member and for me to reduce my monthly payment. XXXX sent the partial claim to the VA and requested for XXXX to be paid. The VA sent the claim back to XXXX requesting corrections XX/XX/2022. XXXX responded after numerous complaints I filed with XXXX. They resubmitted the loan to VA XX/XX/2022. The VA sent it back again requesting correction to verbiage in the document. This time, XXXX transferred my loan to their partner New Rez. However, New Rez doesnt have a loss mitigation department and referred me to their partner Shellpoint Services . I have been in contact with shllpoint for numerous months trying to get the verbiage corrected so that the VA can pay out on my partial claim. They have instead turned the balance over into a deferrment. This is not how the process goes and is hurting my credit tremendously. The company refuses to fix it and I am at a loss. I am PCSing soon and wont be able to find a place because they are reporting my mortgage as a deferment instead of how the VA partial claim is supposed to be paid out and reported as a separate loan. Please help. Im at my end with these 3 companies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95834
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Complaint RE Shellpoint Mortgage Servicing - It appears we have been accelerated into Foreclosure by Shellpoint Mortgage Servicing ( and the note holder they represent ), WHILE we were/are (? ) in the midst of a Mortgage Assistance Application with Shellpoint, and while we are awaiting assistance from California Mortgage Relief on an application we opened on XX/XX/XXXX, and which has been under final review since XX/XX/XXXX. As to our Shellpoint complaint specifically- shortly after Shellpoint received our MA Application, they cancelled the application we had opened, sent us a letter to resubmit our application anew, filed Notice of Default and Intent to Sell ( dated XX/XX/XXXX, recorded XX/XX/XXXX, copy mailed to us XX/XX/XXXX, mailed copy received by us XX/XX/XXXX ). Our Complaint is that by cancelling our earlier application, and requesting a new application from us with a XX/XX/XXXX deadline, Shellpoint mislead us from their intention to put us into Foreclosure ( with its attendant immense stresses and sapping of resources ). We believe that in their cancelling our MAA, and then asking for another MAA they were working to run the clock out on us, so they could more likely meet their goal of a foreclosure sale. The process of what has recently transpired with Shellpoint, their communications to us/with us from the later half of XX/XX/XXXX, and the fillings they initiated in the first days of XX/XX/XXXX suggest a conscious plan to keep us busy with paperwork applying for help, while they were filing paperwork to foreclose. Realize, we just found out about the foreclosure ( Notice of Default/Intent ) on XX/XX/XXXX ( yesterday as I write this on XX/XX/XXXX ). Realize also, that after a phone conversation with XXXX XXXX ( of Shellpoint LM ) on XX/XX/XXXX, we decided to list and sell our home to satisfy our obligation to Shellpoint, as we do not trust Shellpoint to have our concerns and hardships in mind in the Application Process. To our concerns expressed herein, we also add that in previous encounters with Shellpoint historically ( in XXXX, and again in XXXX ) Shellpoint has presented very similar patterns of behavior, i.e. apparently offering assistance, then denying the assistance, and then heading towards foreclosure. We are not sure this meets the legal definition of predatory behavior, but it certainly feels like they are playing us like prey. Please add to the underlying information that we also have an OPEN Under Review application with California Mortgage Relief which would bring us current through XX/XX/XXXX, and Shellpoint said they had no knowledge of that on XX/XX/XXXX. Shellpoint is ( or at least was a qualified, participating lender in the California Mortgage Relief Program when we filed our application with CMRP on XX/XX/XXXX ) Selected dated details underlying our complaint- XX/XX/XXXX we both FAXed and emailed our Mortgage Assistance Application to XXXX XXXX of Shellpoint Loss Mitigation. Apparently the email got through, but the Fax did not. XX/XX/XXXX as we had not heard back from Shellpoint we re-sent application, once more by Fax. XX/XX/XXXX we got an email back from XXXX XXXX with very detailed and stringent requirements for us to re-submit our application as a new application. XX/XX/XXXX ( dated XX/XX/XXXX ) we received a letter from Shellpoint stating explicitly that we had/have until XX/XX/XXXX to submit the required documents. XX/XX/XXXX ( dated ) Notice of Default and Intent to Sell XX/XX/XXXX ( recorded ) Notice of Default and Intent to Sell XX/XX/XXXX ( mailing date of copy to us ) Notice of Default and Intent to Sell XX/XX/XXXX ( mailed copy received by us ) Notice of Default and Intent to Sell
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94903
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: XX/XX/2022 {$1600.00} SHELLPOINT MORTGAGE SERVICING " XXXX '' LATE PAYMENT I CAN SEE THAT YOU ARE REPORTING SOME LATE PAYMENTS ON MY CREDIT REPORT, THESE LATE PATMENTS ARE REPORTING INACCUTATELY, I WOULD LIKE TO SEE YOU UPDATE THEM TO BE POSITIVE, UNLESS YOU CAN PROVE THAT THERE ARE FACTUALLY LATE, I LIKE TO SEE YOU REVERSE THESE AND UPDATE THEM TO BE POSITIVE BECAUSE THEY ARE REPORTING INACCURATELY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Many, many, many times have I requested to have my home appraised for the current market value and to then have PMI removed. I made these requests starting last XXXX, XXXX, XXXX, several requests in XXXX, XXXX and XXXX. I also filed several complaints following my requests with CFPB because Shellpoint Mortgage XXXX REFUSED to advance my request, challenge it as I did, in writing and by phone ( as per Caliber 's guidelines who held the note on my mortgage ). I was told SEVERAL times by Shellpoint supervisors to whom my request and concerns were escalated on the phone, that they would contact the Shellpoint 'PMI ' department and a supervisor there would initiate steps, and also email me the form, for what would have been either an independent appraisal or a BPO, which I would have to pay for.m I never received the forms, or an email. Instead I received declines on all my requests that were based on the new, increased market value of my home ( per market survey data in XXXX ). So EVERY SINGLE REQUEST THAT I MADE SHOULD HAVE MOVED FORWARD UNDER CALIBER HOME LOANS. The most recent response to my CFPB complaint from Shellpoint XXXX, detailing all of this, tells me now that as per XXXX, the new 'indentured trustee ' of my mortgage is XXXX XXXX ( as of XX/XX/2023 ) and the guidelines that they use are XXXX and -- the increased value based on extensive renovations that I undertook do NOT apply or provide eligibility for PMI removal. HOWEVER - EVERY SINGLE REQUEST I MADE WAS WITHIN THE TIMEFRAME THAT, CALIBER HOME LOANS HELD MY MORTGAGE and SHELLPOINT FAILED TO HONOR THOSE REQUESTS, or MOVE THEM FORWARD, CAUSING DELAY AFTER DELAY for MONTHS. And now this agent who responds to these CFPB complaints tries to tell me the new owner/indentured trustee, does not hold the the FNMA guidelines for PMI removal. Well WHAT ABOUT THE 7 MONTHS WITHIN WHICH I MADE THE REQUESTS AND WHEN THE FNMA GUIDELINES DID APPLY SINCE CALIBER WAS THE MORTGAGE OWNER AND FNMA backed my mortgage?? LOOK AT THE CALLS/REQUEST I MADE AND THE TIMELINES- THIS IS A FRAUD AND A SHAM, DECEITFUL AND UNETHICAL THAT SHELLPOINT HAS NOT FOLLOWED THROUGH ON ANY REQUEST I MADE FOR AN INDEPENDENT APPRAISAL TO THEN DETERMINE VALUE AND PMI REMOVAL THE ENTIRE TIME THEY 'PROVIDED SERVICE ' on behalf of XXXX Shellpoint needs to rewind the tapes and listen to all of my recorded calls with their operators and supervisors requesting PMI removal and next steps. Just like when Shellpoint took over servicing of my loan they screwed up my mortagge amount and began charging me for an icnreased mortage that I never took out. It took XXXX MONTHS + to get that resolved due to the inept staff and SHELLPOINT NOT HONORING OR PAYING ATTENTION TO THE MORTGAGE AMOUNT OR THE DEFERMENT AGREEMENT IN PLACE WITH CALIBER.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I surrendered the home in my divorce in XXXX. My ex-husband was not able to refinance the mortgage and fell behind. Several lawyers advised me that I would have to file bankruptcy to prevent the mortgage company from attempting to collect the debt. The bankruptcy was XXXX in XXXX, including that mortgage. That account showed " included in Bankruptcy '' until earlier this year when ShellPoint Mortgage acquired the loan. A new open mortgage appeared on my account showing missed payments, and in foreclosure. The account was listed as an open, individual loan in my name for that property on my credit report. I contacted ShellPoint and spoke to Loan Mitigation XXXX XXXX XXXX. She informed me that filing bankruptcy did not do anything to keep me from being liable for that debt, and that the company could legally report the information on my credit report. She said that the information would remain until my ex-husband made 3 trial payments and they received a copy of the divorce decree and quitclaim deed. I also spoke to a gentleman in Account Services about the incorrect information on my credit report. I advised him that the account should show closed and the comment should state " XXXX in bankruptcy ''. He said that they would not remove the information and that they had every right to collect on the debt, even if I had released it in bankruptcy. There was a notice before that call that it was a recorded conversation. I have repeatedly sent the certified divorce papers and quitclaim deed. XXXX continued for several weeks to say they have never received them. Today she has claimed that they received them, but they have to make sure that it " suffices to remove me from the loan ''. Also, she continues to claim that payments haven't been made, despite proof my former spouse has provided that the money was sent and withdrawn from his account. ShellPoint has blatantly violated Federal Bankruptcy laws as well as the Fair Credit Reporting Act. They have bullied me and outright lied about my rights as a consumer in an attempt to collect a debt that was XXXX in bankruptcy. They have provided inaccurate information to the credit bureaus to be filed on my credit report, and refuse to remove it. They hold my credit XXXX while they attempted to collect a debt from my former spouse. I have filed disputes with the credit bureaus, but the disputes cam e back that ShellPoint verified that the information was correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/XXXX I attempted to make a payment to Newrez my mortgage servicer. The payment was allegedly return for a consolidated funds. Then in XXXX new, Rez reported my mortgage 30 days delinquent. Upon discovering this on my credit report in XX/XX/XXXX I disputed it with Newrez. I sent them proof I had sufficient funds and that my bank has no record of any ACH transactions from Newrez in the month of XX/XX/XXXX. They responded in XXXX. The response said there was insufficient evidence to prove that my payment wasnt a banking error. So I resubmitted the exact same dispute in XXXX with the same information that being bank statement showing I had sufficient funds and proof that I attempted to pay the payment on time. Than 30 days later, they responded, asking for more time due to the difficulty of this investigation. I have yet to receive any information if theyre gon na remove this from my credit report and it has been over 90 days since the initial dispute. As well can not speak to anybody in the credit reporting department only can speak to customer service representatives and they cant speak to anybody that department as well. The light payment is causing financial for tripping my life due to not be able to move for a new job so now I am forced to commute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47403
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding the persistent harassment I have been experiencing from New Rez Mortgage Company. Previously known as Green Tree, they have disregarded my explicit instructions to contact me exclusively in writing, as stated in a letter on file from the time when the company was still Green Tree. Despite my repeated requests during phone conversations for them to refrain from calling me, New Rez Mortgage Company continues to ignore my requests and cause me significant stress by persistently contacting me regarding my mortgage. This behavior is in direct violation of the letter in my file, which explicitly states that they should only communicate with me in writing. I strongly urge New Rez Mortgage Company to thoroughly review my file, where they will find not only the aforementioned letter that they are blatantly violating but also my impeccable payment history. This payment history clearly indicates that my mortgage payments are consistently made on the last working day of each month. I trust that the Consumer Financial Protection Bureau will take appropriate action, as you have done in the past, the complaint number for the former complaint is XXXX, in that complaint is where I also provided a letter to the mortgage company to contact me only in writing. I have also paid my mortgage by phone during the first quarter of 2023. When asked by their agent, if they could use my phone number to contact me I said no, they are not to contact me by phone, and if that call is recorded that is further proof that they are in violation of the no contact by phone request and is thus harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: On XX/XX/XXXX, I called Shellpoint Servicing to inquire about NOT being able to pay extra principal or escrow monies to my account. I was told that there were fees that needed to be paid in full before I would be permitted to pay any extra monies to the pricipal or escrow. I was told that I had an bankruptcy on my account. I applied for a bankruptcy in XXXX, when XXXX XXXX, held my mortgage 17 years ago which was discharged!! XXXX XXXX transfered my account after my bankruptcy was discharged to XXXX. XXXX. In XXXX of XXXX, my account was transferred to Shellpoint! NEVER had any problems with XXXX XXXX or XXXX with paying extra monies with my mortgage payment or MY PAST BANKRUPTCY BEING BROUGHT UP FROM 17 YEARS AGO!! I have been applying for apartments because I'm XXXX years of age and can no longer maintain my home by myself. Trying to downsize my life. I believe Shellpoint has made a statement to these apartment mangers regarding my past bankruptcy. As they did to me when I called on XX/XX/XXXX. BANKRUPTCY WAS 17 YEARS AGO ; IT'S REMOVED/DELETED OFF MY CREDIT REPORT AFTER 10 YEARS. WHY I'M I STILL BEING CONSIDERED A RISK WHEN MY CREDIT SCORE IS IN THE XXXX RANGE!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A