Date Received: 2023-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The attachment has all the details involved in the erroneous accounting transactions that generated a past due payment on my account. I have emailed, called, written letters, and had an attorney write a letter to get Shellpoint to correct this error to no avail. After Shellpoint reversed payments billed and paid, my account was put into a past due status. This transaction occurred on XX/XX/XXXX. I have provided the escrow analyses as proof that the amounts billed and paid are indeed correct, however, no actions have been taken to correct the reversal of payments billed and paid. As of this date the account shows past due. I am not able to determine how they arrived at the amount included in the past due payment. The past due payment has fluctuated up and down since XX/XX/XXXX. In XX/XX/XXXX, a past due in the amount of {$820.00} for some bankruptcy fees was added to my account. I was told not to worry about this amount. However, I began paying this amount down, as of XX/XX/XXXX, the balance was {$570.00}. Payment sent in for XX/XX/XXXX for {$1500.00}, was posted as {$1200.00} into escrow and {$270.00} into partial unapplied. There was not an escrow shortage prior to the reversal of payments and no need for this payment to be posted as such. The past unpaid amount escalated from {$570.00} to {$1800.00} which is less than a regular payment due. {$1200.00} is the amount of the escalation and I can not determine how they arrived at this amount. Please see attachment for full details on other accounting items that I have requested to be corrected. I also attached some of the documents sent to Shellpoint and a couple of the statements. If additional information is needed I can provide it later.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95829
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Newrez doing business as shell point mortgage servicing reported a fraudulent account number of XXXX on my credit report and I did not sign nor authorize this. There is an active dispute with them since XX/XX//22 as well as a cease-and-desist letter, but they are still reporting inaccurate, unverified information while the dispute is active. I have asked for validation several times and they refused to validate their alleged claim. I asked them to show authority to collect and proof I owe a debt. They have not proved that either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted Shellpoint Mortgage Servicing regarding an FHA modification and was told that the only way for the loan on my house to be modified is to assume the loan since I was only on the deed and my ex-husband is now only on the mortgage. They already had the XXXX claim deed but still would not allow me to assume it without his signature allowing me to assume it. He has been non-compliant and they have been aware of this from the beginning of this process, which started in XX/XX/XXXX. Even though I was approved by FHA for the modification, pending on-time trial payments, they ( Shellpoint Mortgage Servicing ) would not accept the modification without the assumption paperwork. They sent incorrect assumption paperwork stating that my ex was deceased and never sent correcXXXX paperwork. They finally sent the correct assumption paperwork late XX/XX/XXXX but never gave me a deadline for when they needed it back. They knew that I XXXX need to file a contempt of court from my divorce case in order for him to sign it. My representative informed me that she would let me know when the absolute last day was to have it back to them but she never replied. All of a sudden I received a notice that the offer to modify the loan was rescinded and a foreclosure sale has been scheduled. The mortgage servicer is not responding to my written requests for further information or explanations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called in to pay my mortgage on XX/XX/2022 to ensure my account did not fall 30 days past due. I spoke to a representative over the phone who assisted me with processing the payment and provided me with a confirmation number. I received a notice that my mortgage was 30 days deliquent and the company informed me they had no recollection of my call. According to their records there were no notes on the account. I pulled up my call log and I called in at XXXX that morning and spoke with someone who processed the payment for me. I asked the employee to pull the call. The managers shared with me they do not record all of their calls and could not locate the call. I have a 100 % on time payment history prior to this, and I take pride in that. I should not be penalized because their representative and their system did not document the interaction accordingly and factually. I have researched the company, New Rez and apparently this happens often. I am requested my payment history be reported accurately and timely, as my bill was paid within my 30 day window.
Company Response: Company disputes the facts presented in the complaint
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a forced escrow account with a Shellpoint Mortgage servicer. They take monies out to pay taxes & insurance, they decided to collect monies but not pay for the insurance. On XX/XX/2021 they failed to pay for the insurance ( even though they were withholding monies ) The policy was canceled ( I could have lost my home! ) I renewed the policy by paying it in full ( policy # XXXX ) I paid the policy in full for the entire year! I forwarded a copy of the policy to Shellpoint. They told me that they going to buy a policy for {$160.00} per month for a policy with much less coverage. I informed them that I have a fully paid policy. I have copies of the letter demanding for the servicer to pay the monies that they were withholding! They refused and made no payment at all. This action or lack of action forced XXXX XXXX XXXX to terminate the insurance. This is when I purchased a new policy and paid it in its entirety its amount is {$600.00}. They have been withholding money even though they know that there is an existing policy! I am demanding that they return all of the forced money that they are pocketing!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92649
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: i would like a certified forensic and bloomberg audit done on XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX and shellpoint mortgage servicing. i believe there is a number of fraud violations in this consumer credit transaction
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred to Newrez in late XXXX. I was informed that my automatic payment authorization would transfer, I didn't expect this to be accurate so I manually made a payment in XX/XX/XXXX. I enrolled on their site in autopay and had hoped that this would work. However, Newrez refuses to draft my monthly mortgage payment, and instead calls me after the grace period and after additional interest is accrued on my loan. They further refuse to apply my payment retroactively. Going forward I wont trust their auto pay and will verify my payment is made, but I ask that Newrez apply my XXXX and XX/XX/XXXX mortgage payment retroactively to the XXXX of the respective month. This is clear UDAAP practices given my inability to avoid the harm they are creating. I last spoke with XXXX XXXX who confirmed that there was a temporary autopay hold on my account that was supposed to have been removed on XXXX, but was not that prevented my XX/XX/XXXX payment from being drafted on XXXX and that there was a technical issues that prevented my XXXX payment from being collected. I was never contacted about the technical issue.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX has left an unapplied balance totaling {$13000.00} on my account and never applied the payments appropriately. They approved a modification with an incorrect interest rate and upon trying to correct it never executed it, then they erroneously denied the loan modification which they did not sign. The loan was transferred to Shellpoint who assumed the loan in XX/XX/XXXX. I was not able to log into XXXX to access any of my account information. Shellpoint did not set up my online account until XXXX, also leaving me with no account or statement/history access. Shellpoint has recapped all of this in a letter dated XXXX. Due to their errors and not responding in a timely manner, they wrongfully put the house in foreclosure and a sale is scheduled for XX/XX/XXXX. Today XXXX we were also informed that XXXX did not make a payment of {$440.00} dollars to XXXX, who filed a derogatory mark on my credit. We also had issues with XXXX not paying the house insurance and leaving the house exposed to liabilities which was a hassle to rectify, but Shellpoint finally cleared that part up, but apparently left the {$440.00} issue unresolved. This has hurt my credit and I am about to suffer a foreclosure. I can not buy a new car and I desperately need to get this cleared up because they have affected my purchasing power, my credit and my health. I am including what I have, but if you need anything else, I am willing to provide it with the exception of any monthly statements because Shellpoint said it is too cumbersome for the to provide them ( unfortunately ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage Lender Shell point Mortgage Servicing fail to pay the property taxes second Installment on XX/XX/XXXX. ( escrow account ) they said sent a check for XXXX to XXXX XXXX treasurer XXXX XXXX on XX/XX/XXXX, as a right now they don't respond where is the Money. the house is in Delinquent status, I am calling every day and no one seems to be doing anything to resolve this issue. I need you guys to help me with this situation. I sent this letter below under RESPA To Whom It May Concern : This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). . I am writing because : After researching Property Index Number ( PIN ) XXXX, our records indicate that payment has not yet been received for the Tax Year XXXX Second Installment.We required that you pay our property taxes second installment AS SOON IS POSSIBLE as well the interest what does been accrued. I spoke with XXXX the scrow supervisor on XXXX, he said is working trying to reach the XXXX XXXX treasurer to figure out where the wire money was applied. We have been calling every other day and nobody seems to be doing anything to resolve the issue. My contact information is : I understand that under Section 6 of " RESPA '' you are required to acknowledge receipt of my request within 5 business days and take action to resolve my inquiry within 30 business days. Sincerely, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint corrected the modification of on my mortgage, they sent out a letter asking me this time to have 2 witnesses and they would send a mobile notary. I remember speaking to XXXX XXXX, and she gave me the number of the notary people, I called my 2 neighbors XXXX and XXXX to witness my signing and they did, and the notary came signed stamped and left with the docs. What happened from there I do not know. Below is a copy of that letter from Shellpoint, informing about the notary and informing to have 2 witnesses which was different that the 1 witness from before. What happened to the docs from XX/XX/2020?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A