Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is NewRez/Shellpoint . On XXXX, I applied for New Ins. from XXXX XXXX XXXX XXXX, a check for {$1700.00} was sent on my behalf from my Mortgage company to the Wrong company. I had water damage in my Master Bedroom ceiling. On XX/XX/XXXX I called and filed a complaint with XXXX XXXX and was told someone would call me within 24 hrs. that never happened. I called 2 more times XX/XX/XXXX & XX/XX/XXXX and still No one contacted me. On XXXX XXXX XXXX XXXX of NewRez called me stated I didn't have any Insurance on my Home at XXXX XXXX XXXX in XXXX XXXX, NC XXXX and that it hadn't been covered since XX/XX/XXXX because the Ins. check was to the wrong company. XXXX stated NewRez would put Forced Placed Ins.on my home and repair any damage. XXXX stated the XXXX would only cover the outside of my home. Adjuster XXXX XXXX of NewRez Mtg. came out to my home twice and saw the Damage and after 45 days on ea. visit, I was Denied. I had to pay {$400.00} out of my own pocket to fix my ceiling. In XXXX, XXXX. NewRez cancelled the XXXX on my home, then put my Escrow acct in the negative {$3000.00}. NewRez did an analysis with the wrong numbers & raised my Mortg. pymnt from {$510.00} to {$580.00} for the month of XX/XX/XXXX. It is unbelievable how my Mortgage company has handled this whole situation. On the last visit from Adj. XXXX XXXX with XXXX the Roofer he stated the mortar in the Chimneys between the bricks was gone., still i wase Denied. Please help Me. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27804
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX ( 5 days ago ) to XXXX Hello, I am trying to figure out where to start. Our house was devastated by Hurricane IAN. We finally get the check from the flood insurance carrier. We endorsed and two day aired it to your home office. Our line of thinking was we will get the check faster since we have already sent the required paperwork in once by two day air, and on 4 separate occasions via email. So we wait since no one reached out through email or phone. We called customer service. The rep told us what they needed ( there were 2 documents that were not signed in the right place, had they told us this 3 months ago we could have sent it. ) We finally get an email stating this : Dear XXXX XXXX : We have received your insurance claim information and have begun to process your file. However, we are missing the following information and are unable to proceed until we receive the item ( s ) checked below. Please provide the missing item ( s ) as soon as possible to allow us to continue processing your claim and disburse funds to allow work to begin. Adjustor 's report issued from your insurance company. XXXX - Signed and accepted contractor 's proposal. Inspection. Waiver of Lien. IRS Form W-9 ( when using a third party to complete repairs ). Endorsement on claim check. XXXX - This is a monitored claim so we need a copy of your contractor 's proposal that has been signed and dated by you before we can release your initial draw ( minus the check you received already ) We called and spoke with a rep, he did not give his name and I would like the call pulled for the FDIC complaint that I submitted. He said all yeah here it is, it was in the wrong file. He once again assured us that he was sent over to processing. We waited another two weeks and we called again, the first rep did nothing... nothing. The second rep apologizes and states that we still need the signed construction contract. I explained to her that it has been sent at least four times. She said it's blank. I said no scroll down to the other attachments she's like oh I found it. I asked for a supervisor and she stated that it does not work that way but one would call me back in 24 hours, that was 48 hours ago and I am still waiting. Then we are told 10 days to process 5 days to mail it, but she advised me that since it was your company 's error she would have it expedited. I bet you that promise never came to fruition. We have been without A/C since the hurricane because we are waiting on this money. We need at least {$50000.00} to pay the contractors they are ready to pull out of the deal and then we are stuck waiting on another contractor for another five months. These are real peoples lives you are playing with just because of either laziness, incompetence or indifference all are inexcusable. XXXX XXXX XXXX XXXX XXXX Sent from my XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33917
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In accordance with Fair Credit Reporting Act this creditor has violated my rights Under 15 USC 1681 sec 602 : states I have the right to privacy. Under 15 USC 1681 sec 604 sec 2 : states the consumer reporting agency can not furnish any information without my consent. Under 15 USC 1666b : states a creditor may not treat a payment on an account plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was called by a man, named XXXX XXXX, claiming that if I wanted to save my property I needed to make XXXX payments that day, which was XX/XX/. He had me get a XXXX postal money order and overnight it to their lawyer in Florida, and this was to stop foreclosure proceedings. After making this initial payment, I was skeptical so I called the XXXX number on my mortgage paperwork and they couldnt verify that he worked for the company, Shellpoint. I texted this man and asked him why he was scamming me. He immediately called me and said this was not a scam. He then proceeded to ask me if I wanted him to call me from the XXXX number and I said yes. He called me from the same XXXX number that I used to call my mortgage company. He called me again on Friday, XXXX XXXX XXXX to give me a confirmation number for my payment. He also called again on Monday, XX/XX/ to say that they were going to do a loan modification and reduce my payments to {$720.00} and lowered the interest to 2 %. Then he asked when I could make my first payment. I told him the XXXX because that was my next payday. I got my income tax refund back before then so I thought I would make my payment early. I called XXXX XXXX, because he told me that he was my new point of contact person, and again made my payment the same way. Postal money order, to the lawyer, XXXX XXXX XXXX XXXX, overnight. It cost me over {$100.00} just to send payment this way. I have all text messages and receipts for these transactions. He called me again after this payment to give me another confirmation number. Im supposed to make 2 more payments this way. I received a new statement from my mortgage company and none of the payments were applied to my mortgage so I called the mortgage company again. This time the man I spoke to said it was a scam. Im unsure what to do next, but these people need to be stopped from taking money from innocent victims.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 57401
Submitted Via: Web
Date Sent: 2023-03-08
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: Credit inquiries on your report that you don't recognize
Consumer Complaint: I received a letter from Shellpoint mortgages services dated XX/XX/2023 that said to opt out on a loan that I never authorized to apply for or gave permission to run inquiry on my credit report. I found an inquiry on XXXX credit report that I never authorized. The letter I received had an actual loan number in it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The form letter submitted does NOT CLEAR the ESCROW - Shellpoint has on my MORTGAGE STATEMENT -- there is a PAST DUE ESCROW {$2600.00} -- Shellpoint Dashboard statement shows {$2400.00} -- Shellpoint must correct the MORTGAGE STATEMENT! sending CFPB a form letter stating nothing is due is misleading and fraudulent. ESCROW balance will be due after XX/XX/XXXX as I pay Insurance/escrow and Taxes within my MORTGAGE PAYMENT. Shellpoint alleges the Mortgage statement can not be corrected WHY NOT? Upper Management Promises to do so since XX/XX/XXXX NOT REALIZED!!! Shellpoint was quick to send FORECLOSURE letters without waiting for XXXX XXXX to clear up the Grant payment. I had to contact all parties and secure the grant funding be paid with CFPB intervention. Otherwise I could lose my home due to negligence and discriminatory treatment by XXXX XXXX! At the least Shellpoint could create a corrected record. They went back and got my loan history so why cant a CORRECTED MORTGAGE STATEMENT reflect NO PAST DUE amount and {$480.00} is due XX/XX/XXXX?????. A form letter wont due because this error is on my MORTGAGE STATEMENT -- ESCROW is not added to my statement as a PAST DUE when Shellpoint just got the funds and dispersed these funds without any help from WELLS! It is Shellpoint responsibility to manually correct the MORTGAGE STATEMENT. The Federal grant paid in full all existing balances including escrow! Since XX/XX/XXXX, have been lied to by upper management at Shellpoint that the MORTGAGE STATEMENT would be corrected by XX/XX/XXXX. IT WAS NOT! As of XX/XX/XXXX - MORTGAGE STATEMENT continues to add a past due ESCROW balance the BALANCE is not described as pending payment which it should state ( pay taxes and insurance+escrow ) in monthly payment. Demand the MORTGAGE STATEMENT to be corrected as promised by Shellpoint immediately. My existing balance is monthly mortgage due XX/XX/XXXX {$480.00} In my quest to receive a corrected MORTGAGE STATEMENT -- Shellpoint sends the same form letter to CFPB that I have received 3x and each time does not reflect ESCROW as a {$0.00} balance or a PENDING Balance going forward!!! Shellpoint addition of my Loan History does not deflect their responsibility to manually correct my MORTGAGE STATEMENT! Otherwise I have no proof of a PENDING ESCROW vs a PAST DUE ESCROW!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The home is my mothers home. It is listed in the estates name, I provided Shellpoint with her death certificate which has me listed as the information. Many representatives have told me that all I needed to do was pay the amount and that would take the home out of foreclosure. I called to make the payment that is listed on the statement as the reinstatement amount, the agent was about to process the payment but came back and stated that was not the amount but she could not provide the amount. I spoke with a very rude supervisor who then notated my mothers account that nobody is to take a payment. I have made plenty of payments without my name being on the account and Shellpoint has taken those payments, but now that I am trying to stop the foreclosure they are refusing. Im not asking for any account information, all I am asking to do is make a payment of the past due amount which is higher than the reinstatement amount, but Shellpoint is wanting to force a sell.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Since, my account has been transferred to Shellpoint It has been a nightmare. Shellpoint have added an insurance escrow in my mortgage account, with no apparent raison. I am a XXXX percent total a permanent veteran on a fix income, I have been forced to pay the extra {$270.00} a month to Shellpoint, because every customer service representative working at Shellpoint that I have spoken to do not seem to know what they are doing or do not care. On one occasion in the month of XXXX, because I made only the mortgage payment Shellpoint have report to XXXX of a late charge into of my account. At the end of the month XXXX my credit score went from excellent to good, I have lost XXXX points. I have called Shellpoint multiple times in order to resolve the issue into my account with no success, it looks like the insurance department system do not communicate with the account department system, or most of the account representation that I have spoke to do not know what they are doing, or simple do not care, its unfortunate I must through those hoops in order to tried to fix a simple issue. On XX/XX/XXXX, I have called Shellpoint, I spoke to customer service representative XXXX XXXX XXXX in regards of the insurance escrow they have said I have added into my account ; I have verified the information with insurance escrow department, theres no insurance escrow in my account. Then, the Shellpoint insurance representative contacted the account department transferred the call, also waited on the line to explain to the account department that my account does not have any insurance escrowed. I was on the line with the account representative XXXX XXXX for about 1 hour 30 minutes from XXXX to XXXX while she was trying to figure things out, unfortunately she was unsuccessfully, at the end she told me she will contact me within the next couple days, no call back. On XX/XX/XXXX, I have called I have spoken to one of the Shellpoint managers she told she will contact me within couple days, no call back. On XX/XX/XXXX, I have called Shellpoint insurance department again to make sure the account does not have any insurance escrow. I have spoke Call Center Associate XXXX XXXX, also he sent me an email to confirm theres no insurance escrowed in my account. On XX/XX/XXXX, I have called Shellpoint customer service representative XXXX XXXX, XXXX answered the call for a second time, I have asked her to speak to a supervisor or a XXXX, XXXX XXXX wanted to know whats the call was about, she had me on hold for approximately 15 minutes then came back she stated she will try to reach out to a supervisor. When shes back from the hold, she confirmed there are no insurance escrow. I have made sure to asked her a couple times. Are there any escrow into the account? she confirmed theres no escrow, she replied yes, no insurance escrow. I have keep insisting to speak to a supervisor or manager, she refused, instead had XXXX XXXX, XXXX in the escrow department analysis on the phone. XXXX XXXX stated he will expedite an escrow analysis on the account which could take 3 to 4 days. I was on the call approximately 1 hour and 3 minutes, at the end of the call I have ask for the name of her supervisor, she said XXXX XXXX. Since, XX/XX/XXXX, I have been paying {$410.00} for the mortgage not {$690.00}. I would like Shellpoint to fix the error that I have made into my account, also send a request to XXXX fix the inaccuracy 30 days delinquency they have added on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Shellpoint/New Penn Financial is suing me for foreclosure and saying they own my mortgage and my note- they do not state that they are suing on behalf of XXXX XXXX as they have previously stated here that they are mere servicers for XXXX XXXX XXXX Which is it? In this forum they say the have responded to my complaint saying they are only servicing my loan yet in Supreme Court of the State of New York XXXX XXXX they say they own my note and mortgage and it was delivered by collateral possession. Someone committed a crime here and it wasn't me yet I have continued to be harmed and I continue to suffer and the CFPB which is supposed to protect me has done nothing. This is my 4th and final attempt to get you to do something - I will be including this agency in my next lawsuit which will be filed in Federal court. Also enclosing a copy to the OCC and the FTC. Shellpoint sued me XX/XX/2015 and as of this date they have yet to be awarded summary judgement or possession. If they have not been able to prove their case in 8 years then there is probably a good reason- and I would call it fraud. THEY ARE DEBT COLLECTORS and therefore should not be initiating cases in County Court nor should they be filing false documents with the County Clerk as they did with two fabricated mortgage assignments stating FOR VALUE RECEIVED and trying to lead the court to believe they are the owner of the note all while telling you they aren't. I would like a straight answer from them- are they the owner of my note and mortgage or is XXXX XXXX - and if the answer is again XXXX XXXX then I would like an answer as to why they are suing me for summary judgment on behalf of themselves and not XXXX XXXX. I have already uploaded the summons and complaint but I will do so again so someone can explain to me why the true owner is concealed or am I supposed to believe it is New Penn Financial. I AM DEMANDING TRANSPARENCY and all i get is concealment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint has claimed to never receiving any loss mitigation documentation from Ditech or being notified of my loan being in review prior to servicing my loan. Yet, included in their last response to my complaint dated XX/XX/XXXX Shellpoint included a letter from Ditech, which stated it had received my application for loss mitigation. Unfortunately, my application was incomplete at the time, but I had until XX/XX/XXXX to submit the missing documents. I have attached the letter for your review. However, XXXX filed for Final Judgement against me on XX/XX/XXXX. How is a loan in foreclosure with a final judgement of XX/XX/XXXX, then reassigned to Shellpoint for servicing on XX/XX/XXXX? Also, if Shellpoint had no knowledge of any loss mitigation documents being received by Ditech, the previous servicer; please explain the letter included in Shellpoint answer to my complaint dated XX/XX/XXXX. The letter attached is from Ditech dated XX/XX/XXXX which clearly states, Ditech received my application for loss mitigation. They have violated the CFBP and RESPA numerous times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A