Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Right after XXXX, I was attempting to Re instate my mortgage with a deferral agreement with shell point mtg. I agreed to the Deferral Agreement in XX/XX/2021, and was obligated to pay {$12000.00}. I was in constant communication with the lender. as I was waiting for funds to come in, which happened XXXX XX/XX/2021. XXXX XX/XX/2021, Shellpoint served me with Foreclosure Paperwork. I began the Deferral Agreement, and I have not missed a payment since. The issue is the Bank wants to charge me, over {$5000.00} in legal fees, {$990.00} in other fees, and a Monthly payment of {$4200.00}. Its over {$11000.00}. They should have never done that. How can I get that removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11729
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2022, I was approved for a loan modification after exiting the COVID-19 special forbearance. With the assistance of the CFPB and VA mortgage helpline, XXXX XXXX XXXX offered a loan modification. Some of the terms of the modification were that XXXX would submit to the VA a request for a partial claim payment, and offer an interest rate of 4.375 %. Despite processing the loan modification, XXXX, and now Shellpoint has refused to accept online payments, and " lost '' several checks I sent in as payment. I have previously documented these issues with the CFPB, yet XXXX continues to refuse to offer an efficient and modern way to pay my mortgage. In XXXX 2022, servicing of my loan was transferred to Shellpoint. When the loan was transferred, XXXX failed to notify the new servicer of the partial claim payments, or any payments I had made on the mortgage, resulting in Shellpoint calculating an alleged debt of {$88000.00} as of this writing. I received a notice from a law firm threatening foreclosure, despite the fact that I had requested Shellpoint and XXXX update the data regarding my mortgage in their respective systems, and that I am currently undergoing the loss mitigation process with Shellpoint. I have received and returned loss mitigation documents to Shellpoint. In these documents, I explained that the past due balance was due to XXXX failing to provide the proper documentation upon transfer of the loan. I also enclosed a home inspection report that listed several defects with the the home that affect its habitability and marketability and stated that I had plans to sell the home in the near future, but would need to convince the builder, XXXX XXXX XXXX to fix those defects first. An SPOC person at Shellpoint, XXXX XXXX, requested information that is not required per the documents I had received but did not comment on the other issues I had raised. She requested two months of bank statements, which because of the fact that I am on VA and SSDI are not required, as well as information which I had already provided in the loss mitigation packet regarding my desire to sell the house. In previous emails to XXXX, I had also explained the situation with XXXX not providing proper documentation, and encouraged her to contact my assigned loan technician at the VA, XXXX XXXX. To the best of my knowledge she never did, and those emails were not replied to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80910
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, This is a follow up to complaint filed XXXXXXXX XXXX XXXXXXXX. I had applied for a loan modification with this company. I noticed I did not submit documentation with this complaint the last time I filed and I am now attaching documentation to this new complaint. Additionally new information was introduced by the company that raised new issues for this new complaint. On or about XXXX I filed for XXXX XXXX XXXX while with a different mortgage servicer named XXXX XXXXXXXX XXXX XXXX I have a fixed rate and at the time the payment amount was XXXX I received a notice from that servicer that the Mortgage was being transferred to another servicer named XXXX XXXX XXXXXXXX XXXX and the payments to that original servicer would be honored un until XX/XX/XXXX ( attached ) this notice stated I would receive all payment info via mail but did not receive it until on or about XXXX. On or about XXXX that mortgage company filed a claim of " Pre-petition arreage '' even though I could not make payments over the phone back in XXXX, XXXX due to my bankruptcy status and the online account could not be set up yet. After that Hearing I had to make payments towards that " arreage '' amount of XXXX. Shorty after that the loan was transferred again to New Rez that account was activated on or about XXXX As I continued making payments now to this new servicer, the payments went up to XXXX with " New Rez/Shellpoint '' and then shortly after that it went up to XXXX with " New Rez '' although I am on fixed mortgage. I am continuing to make payments towards the mortgage and " arreages '' now via this " New Rez/Shellpoint. '' all of which was paid by the Bankruptcy Trustee in the following order : Check XXXX, XX/XX/XXXX, {$180.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$130.00}. *see attached document sent by my Bankruptcy attorney " Trustee payments 1 and 2 ( redacted ). '' for a total of XXXX. fast forward to on or about XX/XX/XXXX I applied for the forbearance offered via the " Cares Act. '' Throughout the act I continue getting statements which I am told was in violation of the act. This whole time this mortgages company is beating the drum of unpaid arreages. On or about the end of XX/XX/XXXX as that forbearance period came to an end I applied for a loan modification. My last complaint alleged what happened with that and I am re-alleging herein as well ( attached ). In their response to the loan modification complaint New Rez alleges they sent it to my attorney but I had already submitted documentations showing an authorization was forwarded to their company to they could communicate with me directly ( also attached ). On or about XXXX, XX/XX/XXXX I filed my CFPB complaint. What I did not include in the complaint were several letters sent to " New Rez '' regarding the loan modification to which I did not receive a response ( attached ). On or about XX/XX/XXXX " New Rez/Shellpoint responded to that complaint. On or about XX/XX/XXXX with the help of a loan counselor calling to ask them what was going on, the company made an offer to the loan offer to the loan counselor. The counselor then assisted me in requesting the offer in writing ( attached ) but they would not reply. During this response the company sent a letter letter informing me that I may have " rights. '' In the same letter the company provided a XXXX XXXX XXXX XXXXXXXX XXXX XXXX. However prior to that their statements always read XXXX XXXX XXXX XXXX XXXX XXXXXXXX. And during the latter part of the Load Mod request the address read a different address of XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. Recently They fully switched the address to the XXXX XXXXXXXX XXXX XXXXXXXX address ( see all attached statements ). The new XX/XX/XXXX statement shows several waived inspection fees... Another reason why I need the notice of error/information request. I need to see what is going on with my account because I have about had it. Due to continued discrepancies on the billing, on or about XX/XX/XXXX I sent a notice of error request to the mortgaging company ( attached ). Another request was submitted XX/XX/XXXX, ( attached ) a new request was sent XX/XX/XXXX ( attached ) and the last notice of error request for information was sent XX/XX/XXXX. nothing has been received from this mortgage servicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60629
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Shellpoint Mortgage encouraged me post Covid/government shutdown to do fearbearance plan. Said it would go to the end of my loan and was to help me not hurt me. Then they reported this year on my credit report as delinquent but I was not when Id call them! Then they said the only way to fix it was to do a modified loan which added 10 years to my mortgage! I did and all they did was mark the delinquency as late pmts. They also have pmts I made during government shutdown as no record and I have proof of my pmts. Also now they are posting on my credit report again no record of pmts. I credit score went from XXXX to XXXX! I cant even get a small loan or refinance now. Ive made numerous calls and emails and Im always getting a different story! They are no help and this has been a nightmare and has ruined my credit!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 385XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage servicing XXXX XXXX XXXX XXXX, SC XXXX XXXX Shellpoint mortgage servicing applied late fees in XXXX of XXXX after sending a confirmation of payment being received on XXXX XXXX that the payment had posted. Confirmation number XXXX. The payment was not fully processed due to shellpoint incorrectly entering my bank information. I confirmed with my bank members XXXX XXXX XXXX XXXX, that it was not my account that caused the issue. Shellpoint never sent an email or any type of communication stating the payment did not clear. I called multiple times and after the third time made payment over the phone with a representative that finally went through on the XXXX of the month. I was also told i could not dispute late charges until the mortgage was brought current. This has been an ongoing problem with shellpoint for three months. I believe they purposely do not notify the mortgagee that a payment did not process in order to charge late fees. I disputed the charge as instructed and received a letter in the mail today dated XX/XX/2023 that my request was denied because I did not make the payment until XX/XX/XXXX. I made three attempts to pay the mortgage before the penalty date of XX/XX/XXXX. Each time I received confirmation that the payment was received. Never did I receive any notice that the payment did not process. I had to personally log into my online mortgage and bank account daily to see if the payment cleared.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my home in XXXX, at XXXX. Upon receiving my 1st statement, PMI was included at {$530.00} a month. I did a modification, and the loan has been sold 7 times, my balance is now XXXX. I am paying {$900.00} a month in PMI. I have been trying for years to have the PMI removed. My payment is almost XXXX a month. I need help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 777XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i had a mortgage with XXXX XXXX and was in the process of finishing up paperwork on a loan modification. All was set then i get a letter saying my mortgage was sold to a new company Shellpoint. This is where the issues started. I was accused of not completing the loan modification payments to XXXX XXXX when i did the whole process and was just waiting on the new payments to start. Now shellpoint is next to impossible to get a hold of so i was assigned a point person who i was never able to speak with. I left at least four to five voicemails for my point person but never received a call back. I finally spoke with my point person after i had to track her down because they sent a new mortgage for me to sign with no call or email of any kind it just showed up at my house and was way more than i had agreed to with XXXX XXXX. My point person said they would look into and confirmed my phone and email saying she would email me and reach out the next day. That was XX/XX/23, as of XX/XX/23 i still had not received a call or email. I called my point person again and by miracle she answered. asked why i never got a single return call and she said she did call and i asked what number and she gave a number i never heard of. I told her look at her notes we confirmed the right phone number and email on XX/XX/23 conversation. She had no explanation and i asked for a supervisor who was little help and said someone would call me back today XX/XX/23. I have been dealing with this for almost 4 and half months now. So now i have to sign the loan modification that I can't afford or pay {$22000.00} to bring my loan current as it was on deferment during the pandemic for 12 months. so, I am a single father of two teen daughters. The communication and explanations have been absolutely horrible. Almost 21 years in the house and only two prior mortgage companies and this is the first issues i have ever had.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been going on for at least 6 months. I've complained to the company, not fixed. I've complained on here, not fixed. I'm complaining again. There is absolutely NO WAY to use their website. This is a programming error on their end, not mine. It is not a forgotten PW or log in or anything. When you successfully login, their site throws up a choice for your 1098 : " Get your annual Mortgage Interest Statement ( 1098 ) as soon as it is available! Choose " Go Paperless '' to get secure online access today. We'll notify you when your form is ready to review. '' It does NOT matter which of the 2 choices picked, Go Paperless, Keep Settings. Both throw up the SAME error, which lets you go no further. " HTTP Error Response '' " Error 400 '' I'll send the screenshot too. It is not my computer. It is their website. I have now attempted to use XXXX XXXX, XXXX, XXXX, that's 3 different Internet browsers. None work. I've tried 3 cellphones and 1 tablet. None work. I've tried 3 laptops, 2 desktops, and even desktops and internet suppliers from outside my house. None work. So I can't pay my mortgage. I can't view ANY of my mortgage history, nothing. I certainly can't view the 1098. I've called numerous times, of course the XXXX is working from home, they don't know anything about programming a website, so they say it will be fixed soon. I first noticed this in XX/XX/2022. In addition, their own app on XXXX XXXX gets rated a XXXX, it doesn't work either! When you login, the circle just spins endlessly. Those complaints go back 2 years. Not fixed. Right now, I'm trying to pay my mortgage for XXXX. It's not possible. Their site doesn't work and it hasn't worked. I do not currently have access to a phone. Also, loan STILL says XXXX XXXX - whose name was removed by a Court Order MONTHS ago. I've complained about that too. Still NOT FIXED. So their Customers can not view payments, history of payments, any 1098, any bills, any paid bills, there is no way to communicate with them except by phone, they used to have an Instant Chat but that is gone. Their website throws up a Error 400, HTTP Error after you log in. It is 100 % their fault, nothing the Customer can fx. And I've complained on here, via their XXXX email, and by phone - It is still NOT FIXED. I currently have no way to provide payment for my mortgage.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Shellpoint ( Newrez ) several times regarding my homeowners insurance on loan XXXX. They refuse to pay my homeowners insurance to travelers insurance policy # XXXX. Now it has expired, and shellpoint is fraudulently charging my escrow account for overpriced insurance that they purchased for me. Shellpoint refuses to address this issue and I have wasted hours on the phone with them trying to get them to do their job which is to pay my travelers homeowners insurance. I want a refund on the fraudulent overpriced insurance charges placed on my escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86001
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage servicing company " Shellpoint Mortgage '' did not pay the XXXXoperty taxes for one of the rental properties last year. After receiving the delinquency notice from the county in XXXX XXXX XXXX I paid the taxes out of the business account and notified the company of their error. They have still not reimbursed me for the tax payment 4 months later. They also overcollected and overpaid the property insurance bill on XX/XX/XXXX XXXX XXXX. They should have collected and paid {$3700.00} but instead they collected and paid {$11000.00}. The insurance company already issued a refund to Shellpoint and although I requested an escrow review and refund for the overage of {$7500.00} I have yet to receive anything.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A