Date Received: 2023-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I put down more than $ XXXX on my home ; in just about 8 years i never missed a single mortgage payment and in XXXX upon the death of my 45 year-old husband, Ditech locked me out of my on-line payment platform. with constant phone calls to Ditech, I was repeatedly told that they did it for my own good so that i could qualify for a loan modification. I repeatedly told Ditech that i did not want nor need nor request a loan modification but they would not allow me to pay my mortgage. in XXXX they advised that unless i made a lump-sum payment of more than $ XXXX, they would foreclose. they would not ( and still have not ) provided me with any type of accounting and would not inform me as to how they arrived at the figure of more than $ XXXX. I hired an attorney in XXXX of XXXX to pay them the extorted amount - $ XXXX and Ditech then allowed me back into my on-line payment platform. they still would not provide me any accounting. I resumed making my mortgage payment for almost 2 years when Ditech, again and for no apparent reason, locked me out of my on-line payment platform. repeated calls to Ditech became an almost full time job ; wherein they continued to tell me that the lock-out was for my own good so that i could qualify for a loan modification that i did not want nor need nor request. in XXXX Ditech, a loan servicer with no lawful ability to foreclose in the commonwealth of MA, succeeded in railroading me into an unlawful foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mother passed away in XXXX and I inherited her home that I did not know had a mortgage on it. My son and I moved in several months ago, and I just happened to open an envelope that was a foreclosure notice. It looked like junk mail, there was no return sender name or address, and it was in a plain envelope. It wasnt sent by certified mail, I didnt receive any certified mail of any kind, or have to sign for any letters. I saw the mortgage servicer is Shellpoint, so I immediately called to let them know the primary borrower was my mother, and she was deceased, but I had inherited the property. I told them my mom was sick and passed suddenly, without being able to tell me shed refinanced the house a while back, and there was a mortgage payment now. I told them I wanted to do everything I could to stop the foreclosure, and would need to get my options for loss mitigation. I asked if I could make a payment towards the past due amount, but they wouldnt talk to me at all about the loan, and said they couldnt accept a payment from me. They gave me an email address of : XXXX to send the documents to verify what Id told them. I emailed my mothers death certificate and executed will on XX/XX/2023, with a detailed request to be confirmed as successor in interest, so that I could apply for loss mitigation, and to stop the foreclosure process. I got an automated confirmation that the email was received and they are working on it. There was a single point off contact listed as the person assigned to the loan at Shellpoint, which was XXXX XXXX, and it had her direct phone number. I called her several times throughout this, but she never answered and never called me back, even though I left detailed messages with the loan number, my mothers information, my information, and that I wanted to take over the loan and needed to know my loss mitigation options. I called the main number at Shellpoint again around XX/XX/XXXX to find out about loss mitigation, and to stop the foreclosure, but the girl said I needed to send an executed will. I explained that Id already sent that with the death certificate, the week prior, and she said to give them more time to process my request. I called back the next week around XX/XX/XXXX and the guy said they didnt have any documents from me, and wouldnt talk to me about the loan, or tell me any loss mitigation options. He gave me a different email address to send the documents to : XXXX So I sent the detailed request to be confirmed as successor in interest, the death certificate, and the executed will to that email address, and also got confirmation they received it. I got an email from Shellpoint/Newrez on XX/XX/XXXX saying they received my request but didnt get the documents I attached. They asked me to email the death certificate to XXXX which I did that day, with the loan number, and got confirmation it was received. On XX/XX/XXXX I called, and they said they received the death certificate, but not the executed will, and they had to have both documents before they could talk to me about the loan or give me any information about loss mitigation or how I can keep the property. I sent the executed will, with the detailed request and loan number to XXXX and also by fax to XXXX, just in case they didnt get them by email. I got confirmation from both fax and email that it was received. I called back on XX/XX/XXXX to apply for loss mitigation and to stop the foreclosure process, and was told they had received all the documents Id sent by XX/XX/XXXX ( the same day I called the week prior and they wouldnt talk to me about the loan ) but they needed to forward everything to someone else, and theyd contact me. He still didnt give me any information about the loan or let me apply for loss mitigation. He wanted to verify my contact information, and when I gave him my phone number, he said they had it, but it had do not call next to it. I dont know why it would say that, its my only phone number. He told me someone would contact me, and if I hadnt heard from them by the next week, to call back. I got a letter in the mail a couple days later, which was Friday XX/XX/XXXX, saying I was confirmed as successor in interest, the date on it was XX/XX/XXXX. Id called two times since that date, and still wasnt given any information or told how to apply for loss mitigation. It was after hours on a Friday when I got the letter so I called the following week, XX/XX/XXXX, and was told it was too late to discuss the loan or apply for loss mitigation, the house was to be sold at the auction that day. I was very upset and confused, I told the guy Id been sending her death certificate, and executed will for over 2 months so I could take over the loan and stop the foreclosure process. I told him Id just called the week before, and even though I was unknowingly confirmed as successor in interest at that time, they still wouldnt talk to me about the loan or give me any information. He said last week wouldve been too late to do anything to stop the foreclosure process, and he was very sorry but there wasnt anything he could do. I asked to speak with someone else, someone over him, or someone who handles complaints, and he said theyd tell me the same thing, that theres nothing they can do either. I just kept asking to talk to someone else, and he finally put me on hold, then came back and said his supervisor wasnt available but hed give him my information and have him call me. I never got a call back from anyone at Shellpoint. I just dont understand why they wouldnt talk to me about the loan after they received her death certificate since it shows the borrower is deceased, she wasnt married, and I was her only child. They had both documents since XX/XX/XXXX, but still wouldnt give me any information about the loan when I called that same day. I started calling and sending the proper documents as soon as I saw the foreclosure notice, and was naive to think Id be given the same opportunity to keep the house as the primary borrower. There are supposed to be protections for successors in interest who have inherited property after the death of a family member, to prevent unnecessary foreclosures, but I dont feel like I was given that protection. My mom left me her house so Id always have a home, and Ill probably never have another chance to own my own home again. Theres only about {$44000.00} left on the loan, which wouldnt take that long to pay off. My son and I will be homeless, we have literally nowhere else to go, if were evicted from here. All my family is deceased now, and this house was all that was left to me. I just wanted the same opportunities other homeowners get when they fall behind on payments, so I could get back on track after my mothers death without worrying about losing my home. I sent everything that was required to prove I inherited the property, but wasnt ever given a chance to keep the house.
Company Response:
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: -Forbearance from XXXX through XX/XX/XXXX due to being in a declared disaster zone after hurricane XXXX XXXX -Calling Newrez / Shellpoint starting in XXXX ( after loan was transferred from caliber ) to discuss options and explain we had a verbal agreement to pay the forbearance back at the end of the loan term per caliber. Could not get in contact with XXXX XXXX our XXXX and was told multiple times that we needed to speak with her to arrange a repayment plan/ have questions answered. XXXX XXXX Getting very nervous as the end of our forbearance period is quickly approaching. We are now being told customer service could help since XXXX emails, XXXX direct voicemails and over XXXX calls to customer service requesting a call back from XXXX went unanswered. -At this point things were moving forward, or so we thought, so when XXXX finally called us back on XX/XX/XXXX and left a voicemail after months of ignoring our requests I did not call her back. She did not indicate that she needed any additional information from us to proceed with our repayment plan. XXXX We still received nothing regarding the repayment plan and I called back, again, to see what the hold up was because I was told we could not make a payment until the forbearance was approved and we would be contacted once it was. The agent I spoke to on this day informed me that the forbearance was never submitted and apologized and put me on hold while he was going to go ahead and submit the financial information we had previously completed on the phone TWICE before. When he returned he explained that he was also unable to submit the request for some reason and that he was going to expedite this for approval with his XXXX and if it was not approved in the next few days we would be looking into XXXX for the repayment plan and they can not accept payment until its approved. -We were finally cleared for a repayment plan starting in XXXX. I began making payments IMMEDIATELY in XXXX ( {$2200.00} XX/XX/XXXX and {$2700.00} on XX/XX/XXXX ) - XX/XX/XXXX XXXX XXXX answered for the first time since we were transferred in XXXX. I had a lengthy conversation with her where I explained to her that I was trying to get information on how to proceed after the forbearance since XXXX and any lapse of time that came between our forbearance and the initiation of the payback plan was not at our fault but theirs and should not have been reported to the credit bureas. She explained to me that I could have called every single day since XXXX and it would not have mattered because they can not initiate any type of repayment plan until the forbearance was over and that the time it took them to approve the forbearance was not exceptional ( I believe it was 14 days ). I asked her what we could have done differently so that our credit was not reported delinquent and she did not have a good answer for me. If it takes them 14 days to process a payback plan and they can not start that process until after the forbearance, then that sounds like their process needs to be updated so that we as customers are not being reported delinquent due to their inefficient process. -In the documentation received from them on XX/XX/XXXX it explains that they are using our current payments to backpay starting in XXXX which is still allowing them to report us delinquent to the credit bureau for missed payments from XXXX through XXXX. It was not openly communicated to me that ANY of this would have an effect on my credit. What is the point of a repayment plan if the entire time they are misapplying monies to back pay first and reporting us currently late. This was not communicated to us and we would have not proceeded with a repayment plan had we'd been given all appropriate information and had the foresight of all the disfunction within this company. I have never had worse customer service in my life and we are talking about a MORTGAGE. This was handled, and continues to be handled very poorly. I have more details regarding these issues and would be happy to send them in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was having trouble paying for the mortgage due to XXXX. My work closed the office for a few months. Then I was offered to pay back the amount due with a percentage of the missed payments. After a few payments my tenant had a hard time paying the rent, they paid late. So, my payment was rejected due I tried to pay a couple of days late. Tried paying for a few months and it all got rejected. Did call the mortgage company and I would have to talk to my case management. But left multiple messages and no response. Then I called XXXX XXXX she called the mortgage company and the same thing. She said ( XXXX from XXXX XXXX XXXX said why I wasn't offered to modify and Shellpoint said the best choice was what they offered. Then in XX/XX/XXXX my Mom was diagnosed with stage XXXX XXXX XXXX. Had to use the money to pay for the care of my Mom. She passed on XX/XX/XXXX and now paying for her funeral services. Told Shellpoint I'm able to pay my mortgage. I have a new tenant and she pays on time. Hope you can help me keep our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96782
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a new VA mortgage and the loan was assigned to a new company to service the loan, Newrez. I am trying to understand their process for setting up payments online, one-time and recurring, and explore how my wife and I can both make partial payments toward covering the full monthly amount. Their phone number does not work. I tried to engage with their support Chat on their website, which took an inordinate amount of time. The representative did not address my questions, but only told me the " easiest way to make a payment ''. They told me I could call in to make 2 partial payments, but their phone is NOT working! The only response I got from the Chat was to call a phone number that does not answer. It feels like this is not a real company nor are they responsive to questions and have no way for me to call and ask or discuss. This seems like a trap, forcing me to be unable to make a payment. I'd like to know how to change servicing companies, as the one I was assigned seems unable to respond to my questions in a clear way.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX XXXX add comments to my credit profile regarding loan modification service which I participated in under the Cares Act. In addition, XXXX has consistently reported inaccurate and inconsistent payment statuses across the 3 different credit bureaus. Shellpoint is in violation of FCRA. 1. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 2. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 3. 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 4. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for a mortgage on a condo in XXXX XXXX, FL. The mortgage company approved my mortgage with the flood insurnace the HOA has implemented. I received a notice in XXXX that forced placed flood insurance will be added. I had tried to work with ShellPoint Mortgage to get them the needed information and it was very hard to get anyone to help me. Finally in XXXX I connected with someone found out the issue. I got my own policy put in place in XXXX but there was a 30 day wait until the policy was in affect. XX/XX/XXXX it was effective. During that 30 day wait time I was able to upload the proof of insurance to their site, email to their service email and get it to two agents via email. The forced placed insurance is still on the payment. I havent been able to get anyone at ShellPoint to tell me when it will be removed, what the payment will be and what will be prorated and removed. At this point, I cant continue to pay this higher payment and am afraid I will not be able to make the payment and will lose the condo.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84414
Submitted Via: Web
Date Sent: 2023-05-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This account has been fully discharged and satisfied. I never had a contract with Shellpoint. They have never been authorized to access the SSN. I never gave them a SSN. That is Identity theft. Further, pursuant to 15 U.S. Code 1681c, no adverse information other than convictions of crimes is to be reported on the credit report. They have no authority whatsoever to mar my credit reporting. They are to pay all taxes owed to the IRS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32162
Submitted Via: Web
Date Sent: 2023-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My regular scheduled mortgage payment is {$1400.00}. The mortgage servicer 's policy is that you can make extra payments by increasing the amount of money deducted from my checking account each month. I pay {$3500.00} every month with the intent of paying my interest, escrow, and the balance going toward principal. In XXXX, my payment was broken down as : interest - {$140.00}, escrow- {$830.00}, principal {$2500.00}. That's proper and how it should work. In the month of XXXX, someone at Newrez deleted the extra principal payment and instead applied it as a double monthly payment. The payment breakdown for XXXX ended up as interest - {$270.00}, escrow- {$1600.00}, principal {$1500.00}. For some reason after this unexplained " transaction '', someone went into my account on XX/XX/XXXX and deleted {$1700.00} from my principal balance which increased my principal from {$59000.00} up to {$61000.00}. Last year for the entire year, the escrow on my mortgage account paid out a total of {$7300.00} - that's taxes, home owner insurance... everything. After 4 months so far this year, Newrez has applied {$4100.00} towards escrow instead of properly applying it towards the principal. At this rate, they're going to put {$12000.00} into my escrow account to pay {$7300.00} in taxes and insurance instead of applying it towards the principal. I've sent two " secure messages '' on their website and on XX/XX/XXXX I called and talked to a customer service rep for over 9 minutes who assured me that she was going to fix these problems. I haven't received any response to the secure messages. All of the payments from XXXX have posted and cleared the account, but the issues from XXXX are still hanging over the account and have been unresolved. I'm simply trying to pay off my mortgage early since I retire in less than 6 years, and don't feel like my issues with the mortgage servicer should be ignored. Any suggestions on how or what I can do to get this resolved?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2023-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Shellpoint continues to report inaccuracies on my credit report. Upon checking my report, there are now : 1. 5 inaccurate late payment statuses reporting on my credit XXXX report. 2. 1 inaccurate late payment status reporting on my credit XXXX report. 3. 2 inaccurate late payment statuses reporting on my credit XXXX report. I have disputed the inaccurate reporting several times with the agency. The payment status is never resolved, only moved around. This is a clear violation of my rights, as I do not understand nor agree with how this account is reporting. If this can not be resolved, I will be submitting a complaint to the FTC.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2023-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A