Date Received: 2023-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made all of my mortgage payments and have the bank statements to prove it. However, XXXX XXXX XXXX XXXX ( Shellpointe Mortgage Servicing ) went forward w/foreclosure proceedings. I have supplied them ( in excess of at least 6 times ) with every piece of documentation to prove this. This began in XXXX, XXXX when they failed to notify me they were my new loan servicer. Subsequently, the payment went the previous servicer. They refused to contact the previous company to request the check ; thus I sent Shellpoint Mortgage Servicing ( XXXX XXXX. XXXX ) another mortgage payment to satisfy the monthly payment. I paid twice XX/XX/XXXX but they failed to properly credit me for the replacement payment stating it was simply an additional payment on the loan. I have been in litigation with them since XXXX when they went forward with foreclosure proceedings. Despite the legal battles I have continued to pay them monthly at least {$150.00} extra/month. They have continued to compile fraudulent fees taking my loan from {$230.00}, XXXX to {$370000.00}. XXXX. Ins. has participated in innumerable predatory lending practices violating at least 28 consumer/homeowner protection laws. I have kept meticulous records of payments, their misappropriation of funds, phone conversations/emails indicating their misrepresentation, false credit reporting, etc. My attorney says I have a very strong case, but the courts favor mortgage companies. I have spent thousands to fight this false and unfounded accusation and save my home. They are a large financial institution. They know if they continue to drag this out, I will not be able to financially support this fight. Thank you for your review of my situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: There is an additional {$60000.00} on my loan. Shellpoint Mortgage is my current servicer and I have never borrowed any money on my mortgage loan ever!! Shellpoint states it was on there before. It is fraudulent because I have never borrowed on this loan. I need to get a leak fixed and new windows at the house and is not able to borrow because that mysterious loan is on my mortgage. I can not receive any help and will never be able to repay my loan. This is a huge deterrent to my homeownership as I can not afford maintenance on my home that I have had since XXXX. This large sum of money will lead to foreclosure unless I can receive help to remove this fraudulent money!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father passed away and left me as the successor of a trust. my older sibling had lived in the house since before my father died. He would not divulge any information about the lender of the mortgage of the house until the foreclosure was put on the door I tried to make a payment toShellpoint lenders to bring the mortgage payment current and was told I had to file a modification application to the mortgage and I did and was given a point person around XX/XX/XXXX and she was not available most times and almost never returned my calls. I was given a sale date of XX/XX/XXXX and submitted all the requested documents by XX/XX/XXXX I was told that everything went to the underwriter and the sale was placed on hold. But, on XX/XX/XXXX, at XXXX XXXX my house was sold and I was not notified. I was continually told that everything was with the underwriter until XX/XX/XXXX when I found out the notice of sale by the trustee was placed on the door on XX/XX/XXXX. when I called back and ask about the notice n the door I was then given the legal department and instructed to speak with the lawyers to speak with the point person I was given her voice mail and until today I still have not heard from her and can not speak with her. I had a representative from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX helping and keeping an account of the interaction. my representative from them was on the phone with me when they said that it went to the underwriter and it would stop the sale
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10039
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been working with XXXX XXXX XXXX HUD Certified Housing Counselor since XX/XX/XXXX. I have also applied for the State of Minnesota 's HAF program. Since I started with this process, my loan servicer changed from XXXX XXXX XXXX to Shellpoint Mortgage Servicing. While I was with XXXX XXXX, the State 's HAF program representatives were able to communicate with them to get the information they needed to help me catch up to be current on my loan. When I was switched to Shellpoint Mortgage Servicing HAF sent a request for information and was told that I did not have rights to authorize this request stating " Owner Deceased ''. This mortgage loan was taken out by my late wife who passed away in XXXX. I had supplied the necessary documents to the Loan Servicer at the time. On XX/XX/XXXX my Housing Counselor emailed Shellpoint Mortgage a copy of the Certificate of Examiner of Titles. My Housing Counselor called Shellpoint on XX/XX/XXXX to confirm they had received it. She was told that yes they had. We then asked that HAF resend the request. They were again denied due to XXXX XXXX. Today I called Shellpoint with my Housing Counselor and was told that they did not see the document. Shortly afterwards the representative saw the email and the document. She stated she would send it to Loan Servicing and that in 3-5 days we were to call to confirm they had received it and to find out if this document was sufficient to show I have the rights of survivorship. If they had approved it, we were told to ask that an email be sent to the department who handles HAF stating that this was approved. We were told that we would need to call again to confirm that department has the document. Once we know that the HAF department at Shellpoint has this document we were told to ask the representative to ask Shellpoint to reach out to the State of Minnesota 's HAF program or for us to contact the states HAF program and ask them to resend it. We were told that depending on who we spoke with they may or may not be able to assist us with this.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MN
Zip: 55117
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: most recently any extra principal payments are held for weeks without applying to accont and also when payments are made they are not posted to account for XXXX days or more and needlessly charging for inspection fees not needed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for 13 monthly future payments by the Homeowner Assistance fund starting XX/XX/XXXX. These payments are posted throughout the month at different times. On XX/XX/XXXX I sent a secure message to Shellpoint Mortgage because the payment for XXXX had not posted despite the HAF program stating they were sent. I received email confirmation the message was received but have yet to get a response. I received a letter dated XX/XX/XXXX that the payment was late and my credit may be impacted despite being told by Shellpoint loss mitigation that my account is notated that I receive HAF funds and any late payments would be waived. I called Shellpoint on XX/XX/XXXX, and was advised the XXXX payment was notated on my account as being received on XX/XX/XXXX but has not been posted and a email would be sent to the department that handles posting payments and to call back on XX/XX/XXXX. I called back on XX/XX/XXXX, there was no updates as to why these funds have not posted. I was transferred to a Representative in loss mitigation who also showed the funds were received by Shellpoint in batch form on XX/XX/XXXX and noted to my individual account as being received on XX/XX/XXXX. She stated she would also send an email to that department and call back on XX/XX/XXXX. It is now XX/XX/XXXX, I was never contacted by Shellpoint from my email sent on XX/XX/XXXX. No representatives have notated my account regarding any feedback from this department, I have not received a response from this department and calling doesnt seem to assist with finding out why these funds havent posted. I am worried because of the letter I received that this will adversely impact my credit even though these funds were received and for whatever reason Shellpoint hasnt posted them to my account. I have also not received any response as to what exactly is going on and why the funds have not posted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We currently have PMI ( private mortgage insurance ) on our current mortgage. We went through our mortgage provider ( Newrez ) to apply for PMI to be dropped in XXXX of XXXX. Newrez sent out an appraiser to asses our property on XX/XX/XXXX and they appraised our property at the same price that we purchased the house for in XXXX. Because this, they denied us of being able to remove our PMI payment. After many renovations done to the house over the course of 2 years, we find it hard to believe that our house appraised for the same value that we bought for given the state of the real-estate economy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30102
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On Friday XX/XX/XXXX I informed my POC ( point of contact ) XXXX XXXX that I was unemployed and that I wanted to inform them that I was working diligently to find employment. Throughout my unemployment period, I called Shellpoint informing them that my situation was ongoing. They responded by saying that in order to begin my loss mitigation process, I would need to be 90 days behind on my mortgage to qualify. With that being the case, I was able to make my XXXX and XXXX payments but was unable to make payments for XXXX. I began my loss mitigation process in XXXX and my POC informed me on XX/XX/XXXX @ XXXXXXXX XXXX that she needed the following documents : a Uniform borrower assistance form, proof of income, letter of explanation. I provided those documents on XX/XX/XXXX @ XXXXXXXX XXXX. On XX/XX/XXXX I informed my POC that I was unable to gain access to my monthly XXXX dues and provided her screen shots. On XX/XX/XXXX, XXXX responded stating that I needed a letter stating that I no longer receive statements from my HOA and to sign and date. That would be suffice to move the process along. I responded on XX/XX/XXXX at XXXXXXXX XXXX with that letter. On XX/XX/XXXX at XXXX, she requested a letter for a loan that I received from my mother to help alleviate some of my financial hardships. I responded on XX/XX/XXXX at XXXXXXXX XXXX with the requested letter. On Saturday XX/XX/XXXX at XXXX, I contacted XXXX via email informing her that I was receiving notices indication that I don't complete the process for loss mitigation that I may be withdrawn. I followed up by asking if she had all of the required information to complete this process. On XX/XX/XXXX at XXXXXXXX XXXX, I followed up with an email asking XXXX if my file had been updated to reflect the letter she requested. On XX/XX/XXXX at XXXX, XXXX responded saying that she had all documents and that my income has been verified. There was nothing else that I needed to provide. XXXX minutes later, she sent me an email stating that my loan was sent for income verification and they are requesting additional information. They were requesting paystubs from XX/XX/XXXX and bank statements for the last 60 days. I responded on XX/XX/XXXX at XXXX with the requested documents. XXXX responded to me on XX/XX/XXXX at XXXX pm that the screen shots taken on my cell to provide my XXXX dues were insufficient and that I need to provide an actual bill or if I can't provide that then I need to provide them a letter signed and dated by me stating that I don't receive statements of my XXXX dues and that everything is via an app called XXXX. I responded with a letter on XX/XX/XXXX at XXXXXXXX XXXX. I followed up with an email of my HOA screen shots on XX/XX/XXXX at XXXXXXXX XXXX XXXX. I sent an additional letter on XX/XX/XXXX providing my account information via the app as a screen shot, my bank statement tying the charges. I contacted my HOA explanation they predicament and they finally provided me XXXX pages of my account history and it was sent to XXXX and the loss mitigation emails on XX/XX/XXXX at XXXX XXXX XXXX XXXX responded on XX/XX/XXXX at XXXXXXXX XXXX thanking me for the information and that she would get it to the appropriate department for review. I followed up with an email on XX/XX/XXXX at XXXXXXXX XXXX requesting for an update and no response. I called Shellpoint XXXX on XXXX XXXXXXXX XXXX escalating the situation because they informed me that according to their files, I had not provided all of the required documents. Upon further discussion, they admitted they had all of the documents and would take an additional 3-5 days to finalize a response. Unfortunately, the lack of communication from my POC has brought me on the brink of foreclosure and I find this to be completely unacceptable. I can't and I don't want to lose my home based on negligence or lack of follow ups.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Lenders are not honoring XXXX modifications granted by the federal government. My loan has been bought and sold several times and the lenders are not aware that the loan was modified by XXXX XXXX while with XXXX XXXX XXXX. Since my Covid modification was offered and accepted, each time the lender will sell the loan to another and not include and of my modification paperwork. It appears as tho they are defrauding each other. Each time a new lender purchases my loan, they refuse to allow me to make payment. As reluctant as they are, I have still managed to get them to take payment each time and my loan is current. However, they keep processing my payments and then say that my payments have not been made. This has kept my house and good name on the foreclosure list now for an entire year. This has soiled my good name as a real estate investor in my city, and it continues to cause me distress. This is predatory lending. They are not honoring my Covid modification and I am on time. Every payment has been made up to this point. Each lender keeps selling the loan to another without including this up to date information or my modification. The lenders that are doing this are ; XXXX XXXX XXXX XXXX XXXX XXXX, and now Shell Point a division of newrez. Ive included a copy of my Modification granted by XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46545
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently under COVID forbearance. I was given 18 months but now I am being told that no and it ends at the end of XXXX. I was also told by XXXX XXXX XXXX that I would be able to defer my mortgage and if I am still under hardship they can lower my monthly mortgage. I have a relative who went through the same process and they were able to do exactly what XXXX offered me except they use another mortgage company. My relative paid {$1200.00} and was able to reduce to {$900.00} 's. I am now under Shellpoint Mortgage as it was sold to them. I was also told that XXXX is under NewRez in which Shellpoint is also under NewRez and they can not understand why that happened. I am being told I can either defer or modify. But the modification is only less {$50.00}. My single case agreement XXXX I am assigned to in the office doesn't seem to care to help. My conventional loan is issued by XXXX XXXX. I underwent through hardship due to COVID and then hurricane did affect my husbands job. He was currently let go due to layoff and wasn't rehired. So, its been a struggle back and forth. I do not want to lose my home and would like to have something worked out. I do understand that the forbearance may not be honored anymore in which I would like my forbearance amount to be deferred and if possible based on some articles I read my term to be extended to lower my monthly payments to help me stay in my home. I understand that they can do that and also reduce interest rate and/or principal along with the term extension to help out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A