Date Received: 2023-03-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We were on a cares act COVID19 forebearance. When it came time to go into repayment, XXXXhellpoint mortgage mistakenly ( purposefully? ) put our loan into foreclosure status and processed a traditional loan modification which should have never been the case, as we were eligible from the beginning for a COVID19 repayment modification which just tacks on the missed payments to the end of the loan. This action significantly negatively impacted my credit report. I was also forced to provide several personal documents to the mortgage company including my bank statements, paychecks, and a complete hardship explanation which I believe is illegal for them to ask for. We repeatedly received threatening statements that we were due to pay the entire balance of the forbearance payments by XXXX which should have NEVER been the case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99502
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Most recent Letter was sent to Shell Point on XX/XX/XXXX Certified XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Loan # XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, TX XXXX Subject : Dispute of Debt/Incorrect Payment Amounts. Dear Sir/Madam, I am writing to you in response to a mortgage statement received on XX/XX/XXXX. Again, I request that your company provide me with a detailed explanation and documentation of the debt, including a clear breakdown of all charges along with proof of those charges. I also request that your agency cease all collection efforts until this dispute has been resolved. My escrow account is wrong and causing extreme hardship as you are collecting double my monthly taxes for no reason and you will not reconcile the escrow account this has been happening since XXXX of XXXX. I have been contacting you via telephone calls and have written several letters along with several emails providing proof via documentation starting in XXXX of XXXX. I will provide those certified letters on request. Most recently I called on XX/XX/XXXX, and was informed it would be reconciled and expected to hear from you in XXXXen days again no response sent another letter concerning this on XX/XX/XXXX. Per your own Mortgage statement, any payments not made in full would not be applied but held in another account that damages credit and has done so. I simply cant make a payment over XXXX XXXX dollars higher than required it is damaging and abusive behavior. You have locked me out of my mortgage account for months now and I have called several times attempting to get access with no luck, it seems to work for a day then someone locks me out I suspect it may be my complaint to the CFPB that causes you to behave like this. I can not see the escrow balance communicate with you or provide documents via the portal. This has caused significant hardship and frustration. Please note that under the Fair Debt Collection Practices Act, it is illegal for debt collectors to continue collection activities if a dispute has been raised. Thank you for your prompt attention to this matter. I look forward to hearing back from you soon. Sincerely, XXXX XXXX XXXX : CFPB i.e. 1024.35
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92024
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/22, I received notice that Shellpoint had taken over my mortgage. On XX/XX/XXXX, I went to their website and established an account. When I logged in, my site said that my first payment was due on XX/XX/22 I saved that to my computer, as well as made a printed copy. I also took a picture of it on my phone. In XXXX, I again checked, noted that the due date was, indeed, still XX/XX/22 and again, took a picture with my phone. On XX/XX/XXXX, I received a notice that I was two months behind, not having paid XXXX and XXXX! I contacted them and explained that their own website listed my first payment as being due XX/XX/22 and that I was fully prepared to pay it on that date. They said THEY had made a mistake and I was now in arrears two months! I told them that I was XXXX XXXX XXXX and lived on SS and that my kids, who have their own families to care for, normally help me pay this and the money had gone for other essentials. Shellpoint 's answer was essentially, " Tough sh*t, pay up or we'll foreclose! '' I suggested putting these XXXX payments at the end of my mortgage and they would still get their money, since the mistake was totally their fault. HELP! - I see this as senior abuse!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicer Is NOT a mortgage company but a debt collector, I got the paperwork they sent me on my loan modification that was agreed to by Ditech and that they never gave me, 1 ) Shellpoint had forced place insurance on my home when I had explained to them that I had insurance through my HOA Fees but now they need to go back and correct that. 2 ) Shellpoint was Escrowing Taxes when I had paid the taxes on my home myself again I explained that to Shellpoint. 3 ) Shellpoint denied the modification because their OWN Notary did not finish witnessing the documents XXXX, that they sent to XXXX. In fact, I have emails going from XXXX back to Shellpoint telling Shellpont that the Docs are not correct and to redo them and get them back out to XXXX who then brought them to my office where I knew there would be people around and I could find 2 witnesses. Shellpoint, wanted my deceased Mother to sign the docs, but they fail to mention too that she had been dead since XX/XX/2013. They already had a Certifitfied copy of her Death Certificate, which can be used as the deceased 's signature, a copy of the will of the trust, and her handwritten codicil giving me her 50 % of the property, not to mention that the property had already been transferred into my trust at this point, so it was a done deal. 4 ) I have already filed a lawsuit in XXXX XXXX Superior court and been granted a TRO to stop any foreclosure on my home, by XXXX and XXXXXXXX XXXX XXXX XXXX XXXX XXXX and I am working out a modification with XXXX as I type now. I now want Shellpoint to go back and stip out all the extra charges that they added to my account before they SOLD the loan to XXXX for pennies on the dollar.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Below you will find an overview of the history Year XXXX : Loan was transferred to New Rez / Shellpoint Mortgage in XX/XX/XXXX. Payment amount was {$760.00} Balance as of XX/XX/XXXX {$58000.00} Payments to New Rez ( XX/XX/XXXX XX/XX/XXXX ) XX/XX/XXXX entered into a temporary forbearance for a period of 3 months Balance as of XX/XX/XXXX - {$56000.00} ( ref letter dated XX/XX/XXXX from Shellpoint Mortgage Servicing ) Payment to Shellpoint Mtg ( as of XX/XX/XXXX stmt ) {$800.00} ( escrow only ) XX/XX/XXXX forbearance extended to 6 months XX/XX/XXXX forbearance extended to 9 months *continually receiving letters stating Federal Law requires notification every 180 days that loan is more than 45 days past due Year XXXX - XXXX : XX/XX/XXXX - forbearance extended to 12 months XX/XX/XXXX Forbearance plan ended. I was advised Shellpoint had no other options to assist in circumstances although the hardship was not resolved. I was advised via letter of the four options the company offered ( deferment, Loan Modification, Replayment plan and reinstatement ). Upon speaking with a customer service rep directly I was told the only options available to me was the Loan modification or reinstatement which at the time required a payment of {$17000.00}. XXXX Received letter from Shellpoint dated XX/XX/XXXX stating the following : AVOID XXXX XXXX by XX/XX/XXXX. Statement directly from the letter, Step 1 In order for us to delay referring your mortgage to foreclosure or suspend foreclosure proceedings if your loan has been referred to foreclosure. You must make your first Trial Period Plan payment by XX/XX/XXXX, which is earlier than the scheduled due described below ( in the letter ) and we will stop the foreclosure process. Trial Period Plan Payments listed in letter # 1 Due by XX/XX/XXXX in the amount of {$780.00} # 2 Due by XX/XX/XXXX in the amount of {$780.00} # 3 Due by XX/XX/XXXX in the amount {$780.00} I was advised that I could either make the trial payments and enter into a loan modification upon successful completion of the trial payments or pay the full amount due. If not, the company would proceed with foreclosure procedures. Given I could not pay the full amount I agreed to the trial payments and subsequent loan modification. During the 90 day trial period I was not provided any additional information regarding the modification. I did make all required payments. At the end of the 90 day trial I was sent the loan modification agreement. I was immediately concerned about the term and how the payment was increasing and wanted to look into refinancing with another company. It is important to note the day I believe I spoke with a rep regarding concerns over the agreement and timeframe for me to review/submit the modification agreement i had a personal family tragedy and mentally and emotionally I was in a bad state of mind, thus I was delayed in reviewing and sending the modification document back. I remained in contact with Shellpoint throughout to request additional time to review and I continued making payments each month. My concerns were that I did not believe the modification agreement offered was not fair and acceptable and was putting me a adverse situation from where i started when this was suppose to be positive assistance offering due to COVID from the federal government to me for the following reasons : 1- The term was being extended to 40 years although there was approx. 15 years remaining on the current mortgage 2- The balance went from {$56000.00} to {$65000.00} Due to the time between receipt and my review and the pressure by Shellpoint to accept the modification or pay the full balance to avoid possible foreclosure, in XX/XX/XXXX, I signed and retuned the agreement with the intention to refinance the mortgage with a different company for more fair terms and conditions. When the modification was processed and I reviewed the transactions on the Shellpoint website I could not clearly interpret ( 1 ) where and how the payments I had made were processed, ( 2 ) if I was given proper credit for the payment at the time paid to ensure interest was calculated fairly and ( 3 ) how the balance increased by {$8900.00}. I reached out to Shellpoint and tried to get them to clearly explain the modification to me to my understanding. I was given vague responses, told I needed to talk to the modification department, but I could not be transferred to them directly, the rep would submit a request and someone from the areas would contact me. I was never contacted. I additionally submitted a request on the customer portal asking for information on the backdating of payments to ensure credit when the payments were made/received. In the meantime, I applied with another company to refinance the mortgage with cash out to cover some damage and needed repairs at the house. A rep from the company contacted me immediately to discuss the application and to obtain additional information. I was advised I was not approved for the mortgage because of recent delinquency on my credit report. When I inquired with the credit bureau I found that Shellpoint was reporting my account as over 180 days past due. This status was reported on or around XX/XX/XXXX, after I have made the 3 trial payments, maintain payments throughout my personal situation and signed and submitted the modification documents. I had to open a XXXX credit card and drain my savings account to make the repairs to the house. Going forward, I have maintained all monthly payments on the account. In XX/XX/XXXX, I received a call from a company stating they were calling to set an appt for an over the phone notary appointment to sign my loan modification. I had no idea what they were referencing, but when I went to make my XXXX mortgage payment, I could not do so on the website or app the payment option was blocked and it showed my next payment due date as XX/XX/XXXX and the regular payment amount due was {$28000.00}. I tried calling Shellpoint but could not get anyone so I sent a message on the app through the contact us option. When I finally spoke to someone, I was advised a new modification agreement was sent to me and needed to be signed. Obviously, I would be totally confused I received no call, no letter, no kind of notification thus no explanation as to WHY. I had just entered into a loan modification in XXXX so why are they doing another one to which the rep could not explain and advised I needed to contact my POC or the loan modification department. But she could not be transfer me, but she sent a message and someone would contact me. I did come to learn from a rep something which she said the rate but would not elaborate was wrong with the terms of my loan modification agreement that needed to be corrected and documents were sent in XXXX. Well I was traveling with my husband and had not received any documents, she advised she would have them mailed out again. When asked for additional information she too said I needed to talk to the loan modification department. I finally received the documents in XXXX and Ive since contacted them to address the issues as they are still attempting to force me into a 40 year mortgage term. I do not understand why without discussing any additional options with me it is fair or reasonable for Shellpoint to take away my freedom of choice and force me to take a mortgage with a remaining term of 15 years to 40 years. Upon my questions, I was again told the loan modification dept would have to address those concerns, the department XXXX cant be transferred to, given a direct number to call and I would have to wait for them to respond back. To date, XX/XX/XXXX I have never spoken to anyone from the loan modification department. Additionally, because they have blocked my account pending the receipt of the signed modification agreement I can not make payments. With the due date being the 1st, late charges accrue on the XXXX. I choose to make my payments on the XXXX of the month for tax purposes. In XXXX and XXXX I was unable to process my payments because of the block and I do not believe I should have late charges as a result as it is my right to make my payment on the XXXX. In conclusion, before I am forced again out of desperation resulting from Shellpoints lack of communication and clarity and facing threats of taking my property, I am reaching out to your organization for assistance in this matter. Update : Since writing the above draft I have had communication with Shellpoint. I received a call on XX/XX/XXXX. The rep advised the modification is to correct the interest rate. I was charged 6.375 % but because it was a Covid modification the rate should have been 2.875 % and the new agreement is needed to process the change. I questioned about the ability to decrease the terms from 40 years and the rep advised modifications require the 40 year term across the world and I had two options : ( 1 ) accept, sign and return the modification agreement at the terms shown by the due date ( 2 ) bring the account up to current by paying the balance of {$21000.00} ( {$31000.00} is total amount due minus {$9300.00} in unapplied payments ) or I assume Shellpoint will proceed with foreclosure. In telling her I was not aware of the due date, she confirmed via email the due date is XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had issues with our mortgage company consistently since XX/XX/XXXX. Issue # XXXX : My husband was labeled a XXXX XXXX XXXXXXXX veteran and we contacted the mortgage company immediately to ask what steps needed to be taken since they would no longer need to collect property tax. We sent all requested documentation and had to contact them numerous times to get an early escrow evaluation to adjust our payments. This finally took place in XXXX ( 4mo of almost weekly phone calls with documentation exchanges, etc ). At that time they still insisted on collecting money for property taxes even though we had given multiple documents from the VA and county indicating we would not be paying them moving forward. Finally in XX/XX/XXXX, our regularly scheduled escrow analysis has our payment corrected. We have asked for our escrow account to be closed since we now only have to pay for home owners insurance and can do that on our own, but have been told multiple excuses for why we can't do this ( ranging from the length of the loan to the type of loan we have-it 's a new excuse every time we call ). Issue # XXXX : I had input my checking account information into their payment system and was having payments withdrawn on a monthly bases. In XX/XX/XXXX, my regular payment amount was withdrawn from my bank account twice. There was no evidence of this double withdrawal in New Rez 's system and they insisted that I " take it up with my bank ''. I did as requested and continued to stay in close contact with NewRez as my bank had a multiple day hold before they could execute this. Finally the charge reversed ( still showing no evidence of the issue on NewRez 's account ). Then several days later, I received a second credit in my checking account, but still no evidence of any of this on my mortgage website or on any of my statements. We waited for the account to recognize the error and just held the payment in our account knowing that if we sent it in before a payment was shown to be due, it would be applied as an extra payment and we wouldn't get credit for the one that was due in XXXX. We had the aforementioned analysis on the account done in XXXX and XXXX and they still did not show the payment reversal. While I was on the account looking for the XXXX escrow refund, I noticed XXXX account activities dated XX/XX/XXXX. I called and the representative insisted that my XXXX payment had been reversed. I repeatedly insisted that this had not been the case and was once again told to " take it up with my bank ''. I called back after speaking with my bank and was asked to provide evidence that this payment had not be reversed. It was then discovered that this reversal was related to the XXXX issue and instead of just requesting that payment be replaced, they had reversed and reallocated every single payment since XXXX and were now charging me late fees and showing late payments on my account. There has never been a single late payment and I have provided documentation of this. The missing XXXX payment has already been sent and documented in the account detail. We were told back in XXXX that this double payment issue was not isolated to our account-they had switched banks and apparently both banks withdrew from hundreds of accounts. Their error has caused months worth of lasting effects for us and we do not feel like our money is safe with this organization or that their customer service team has the capacity to effectively diagnose or manage the issues they create themselves.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75074
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up complaint subsequent and in direct relation to the previous complaints filed against Shellpoint and Caliber Home Loans. ( Please review those complaints as they are tied to the second and erroneous XXXX forebearance agreement that Shellpoint completed in XXXX ( which I did not request ). I have a COVID forebearance agreement signed with XXXX and myself in XX/XX/XXXX. I HAVE NO IDEA why Shellpoint would issue a new and different agreement i that I did not sign or request ( XX/XX/XXXX ). No one called to ask me about a new forebearance agreement or mention in writing in advance or at any time to me that Shellpoint was deciding to create an entirely new XXXX foreberance agreement, separate from the one I have in place with XXXX. In addition, Shellpoint has charged me a {$15.00} 'Property Inspection Disbursement Fee ' on XX/XX/XXXX that I have no idea what it is for as no one has inspected my property and I did not request an inspection. That fee is now showing up as a late fee on my past 2 ( XXXX and XXXX ) mortgage statements. Shellpoint needs to remove this fee along with any associated late charges. Doing the agreement and adding false charges seems is entirely illegal and I'm sure goes against all kinds of banking/mortgage laws to enact/charge these without my knowledge, agreement or notification. ( Note : the online account/monthly mortgage due amount does NOT reflect the {$15.00} fee due for my next mortage payment. However, printed statements and e-statements DO reflect that incorrect {$15.00} fee due, so even the information that Shellpoint provides is not accurate. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The home at XXXX XXXX XXXX was purchased about 22 years ago by XXXX, mother of my deceased wife XXXX. When Mrs. XXXX died in XXXX, my wife, as the beneficiary of the home and legally under XXXX XXXX XXXX was the Successor In Interest, attempted via her estate lawyer, certified mailings and multiple telephone calls, to complete whatever documents were necessary to transfer the remaining mortgage to her name. Repeated attempts by both our lawyer and my wife over XXXXEE YEARS failed to get the company, New Rez to forward the necessary papers for the transfer. Mrs., my wife of XXXX years, died unexpectedly in XXXX, XXXX. The documents for the mortgage transfer arrived 3 days after her death. Today, I am the technical Successor In Interest. I too have had multiple challenges getting to the correct people at New Rez even when I ask to speak to the person who signed the documents that arrived after my wifes ' death. That person never returned voicemail messages or bothered to call. Finally, a few weeks ago I received a letter that did not clearly explain the steps I must follow to make the change but clearly stated I have 30 days to act. They take over 1,000 days to act but I must act in 30. Well, I may not make that time line. Life changes when your spouse dies. I went back to work, was in the process of remodeling the house from top to bottom, started building our retirement home 100 miles from the house and really don't have the funds to hire a lawyer to do the work. The lack of action on the part of New Rez has cost thousands in legal fees, enormous emotional stress on my decease wife as she had to relive her mother 's death with each conversation to New Rez and we both feared some type of mortgage cancellation since it appeared that New Rez was purposely prohibiting us from securing the mortgage. We also waited patiently for New Rez to act so that we might refinance the mortgage to a rate less than half of what the rate is. My trust in the company is zero and I suspect that even if I send the correct forms and evidence they ask for it will be lost repeatedly so that they can ultimately try to take the house even though the check for the mortgage has had my name on them for the last 20 some years. I'd like some supervised guidance so that this issue gets done according to law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15143
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have NEVER signed any wet ink contract with this alleged 3rd party. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Has 4 Alleged Assignments of Notes filed in County Records. The first assignment of note XX/XX/XXXX was filed by XXXX XXXX XXXX employees as XXXX for XXXX XXXX for {$1.00} XXXX dollar in a secondary mortgage market by XXXX mortgage " brokers '' in Virginia, and not recorded until 8 months later in XXXX with an additional unrecorded note stuck in my file with the wrong index # at county records. Plus, 3 additional later assignments of note by XXXX XXXX XXXX employees that I was never notified of by the original XXXX XXXX from XXXX that has not satisfied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The reporting on this account are incorrect and inaccurate. I see dates which are incorrect and no proof or unverified. My rights has been violated numerous times. 15 U.S.C 1681 section 602 A. States that I have the right to privacy. 15 U.S.C 1681 section 604 A Section 2. It also states a consumer reporting agency can not furnish an account without my written instruction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A