Date Received: 2020-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, XXXX, I had applied for Mortgage Modification with my mortgage server at the time, XXXX XXXX. I say at that time as since the servicer of the Mortgage changed in XXXX to ShellPoint Mortgage. At time of the application all necessary documentations was submitted to XXXX. XXXX sent documents back that I would be approved for loss mitigation and if I accepted the offer of making 3 trial payments to begin XX/XX/XXXX and after the 3rd trial payment, the mortgage would be modified as long as I was timely with all the trial payments. Now there was nothing at the time to sign to accept the offer, but to either send in the 1st trial payment, or notify them by phone or writing. I had contacted XXXX by phone informing them that I would accept the loss mitigation and the 3 trial payments. In I also formally notified them in writing that I was accepting the loss mitigation. Part of the issue here is that about a week before I received the loss mitigation paperwork, I received notification that XXXX XXXX was selling the servicing of the mortgage to ShellPoint Mortgage for effective XX/XX/XXXX. However the Loss mitigation paperwork stated the 1st trial payment needed to be made by XX/XX/XXXX and the 2nd & 3rd trial payment to XXXX. In my conversation to XXXX they informed me that the Loss Mitigation was a standard paperwork, in that I make the 1st payment to them, but 2nd and 3rd payment to ShellPoint as they would then be the new servicer. After the 3rd trail payment in XXXX, the my mortgage should have been modified. When I called ShellPoint, to inquire, they initially were unaware of the loss mitigation from XXXX. I had e-mail to the rep that I spoke to a copy of the loss mitigation paperwork from XXXX. A few days later, when I called shellpoint back to inquire on the modification, Now I have been in Chapter XXXX Bankruptcy since XXXX. ShellPoint then said that XXXX never should have approved the loss mitigation application. At this point SHellPoint said that they could no longer deal with me, and that I needed to contact my bankruptcy attorney. ShellPoint also stated that XXXX never should have dealt with me directly after the bankruptcy filing. Prior to the mortgage being sold, I was dealing with XXXX XXXX all the time, and XXXX was well aware of my pending bankruptcy matter. Now it is to my understanding that when a servicer purchases the serving of the mortgage, they also purchase all the terms and conditions that was already in place. It is to my understanding that since XXXX XXXX approved and offered the loss mitigation and that I accepted it that ShellPoint has to accept and comply with its terms. It is now XX/XX/XXXX, and ShellPoint still hasn't modified my mortgage, and is refusing to comply with the terms of the loss mitigation as agreed upon between myself and XXXX prior to them purchasing the servicing of my mortgage. I have more than complied with the terms as laidout in the loss mitigation paperwork, as all 3 trial payments were all made timely, and extra payments have also been made, in addition I have continued to make more trial payments. My attorney has contacted ShellPoints attorneys, and are getting nothing but excuses, I feel ShellPoint is just jerking this around. I have more than complied, and they are not complying. I am requesting the Department to review and investigate this matter for possible violations and failure to comply with the loss mitigation and to modify my mortgage as approved by XXXX XXXX, the prior servicer. And order that ShellPoint to comply with the terms as laidout in the loss mitigation and to modify my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I initially has a mortgage with XXXX XXXX. I filed for Chapter XXXX Bankruptcy in XXXX, case # XXXX. The bankruptcy was discharged in XXXX. XXXX XXXX went out of business in XXXX, and did not file a of proof claim with the bankruptcy court. This debt collection company has changed names multiple times to include XXXX XXXX, XXXX and now it is calling itself Shellpoint. I have contacted the company during all three name changes to dispute the claim, but they continue to state that the mortgage is owed. The last communication was XX/XX/XXXX. I am sending along the last communication with XXXX in XXXX. The company was then renamed Shellpoint in XXXX. I am also sending along the Chapter XXXX Trustees discharge summary and discharge order.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My homeowners insurance payment of {$2000.00} was due on XX/XX/XXXX. I received a notice on XX/XX/XXXX dated XX/XX/XXXX from my insurance provider that a payment had not been received. I called the NewRez customer service department and was informed that the check was issued on XX/XX/XXXX, and probably wasnt mailed out until a few days later and probably just had not been processed yet. When I asked why it was issued so late I was informed that they did not have my insurance information on file. They purchased my loan back in XX/XX/XXXX and after checking with my insurance agent, I found out they did not change the policy holder information when they took over the loan. They waited until my payment was almost due to change the information on the policy, so it was due to their error that they did not have the insurance information needed to make the payment on time. I reached out to my agent and he said that he would keep an eye on my account and let me know when the payment was received. On XX/XX/XXXX I received an email from our agent that the payment still had not been received. I reached out to NewRez customer service again to see if the check had cleared so we could try and track the payment. I was informed that a stop payment had been put on the original check and that a second check was issued on XX/XX/XXXX. On XX/XX/XXXX I received another email from our agen that the payment still had not been received, so I reached out to NewRez once again. I was informed that the check had not cleared yet, but that they would keep watching it and if it hadnt cleared soon that they would put a stop payment on it and issue another check. I informed them that the payment is already 37 days late and I am at risk of having my insurance cancelled. I was told to just check back in a few days and see if the check had cleared. There didnt seem to be much concern that my insurance was at risk at the fault of NewRez. Shellpoint Mortgaging Servicing dba NewRez is the servicer of our mortgage loan, and it is their duty to make timely escrow disbursements under federal mortgage servicing law. This includes disbursing our homeowners insurance payment. They have failed to do this and now my insurance is at risk of being cancelled. If they are unable to get a check mailed then they need to wire the money directly, or make the payment in another manner to make sure that it is received by my insurance provider.
Company Response: Company can't verify or dispute the facts in the complaint
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage was transferred from XXXX in XX/XX/2020 to Shellpoint. I had been underemployed for some period of time and had just gotten a FT job at a facility as an XXXX XXXX XXXX. Every pay ( bi-weekly ) I have been sending Shellpoint {$1000.00} dollars to " catch up '' with my payments and improve my credit report. Within the last few weeks I have been battling the XXXX as I tested XXXX. I am currently one month behind due to this hindrance. I was just told that Shellpoint had sent an inspector out to my home to check that someone " lived '' there and was charging me {$45.00} for this. I have NEVER heard of such a thing. I refuse to pay XXXX for them to harrass me. I have been communicating with them every two weeks. My payment history with them since XXXX shows that I have been diligently adhering to my payments. What is the issue. This is unvarnished discrimination/harassment. Respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im dealing with shellpoint mortgage and my loan is paid off and im having trouble getting my release papers and they owe me for a overpayment. Im trying to remodel my house and I can not take a loan out on my house because of shellpoint holding my information and I heard they have withheld a lot of customers release papers and not refunding them in the past and have several lawsuits. I been calling for a month now and I get no response. Someone really needs to do a investigation on this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received my Mortgage XXXX dated XX/XX/2020 which stated my payment due for XX/XX/2020 was {$1000.00}. This was not the same as my normal mortgage payment is {$1800.00}. Because this was different, I contacted Shell point Mortgage Servicing to verify the total payment due so I didn't make a mistake. After two phone calls, I was advised there was {$810.00} on my account that they couldn't identify but it was the difference between my normal payment of {$1800.00} and the amount due on the statement of {$1000.00}. I made that payment. The XXXX statement then showed a late fee of {$26.00} and that the {$1000.00} was on hold as it was listed as a partial payment and I was now late for the balance. I called on XX/XX/XXXX and was told they found the issue and was escalating the case. I then called again on XX/XX/2020 as it was still not cleared up. That agent told me she found everything and re-escalated that case and attached my mortgage statement. Today, XX/XX/2020, it was still not cleared up so I called again and was told that they made the error but they would not credit that amount until I paid the remaining amount and they would not be able to do anything about the late reporting. I followed their instructions and their printed statements. This is their error but I am going to take the serious credit hit on this. I am also currently XXXX overseas making it very difficult to deal with this issue.
Company Response: Company believes complaint is the result of an isolated error
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was on a payment plan to catch up on mortgage from XX/XX/XXXX to XX/XX/XXXX. I made all payments as scheduled. ShellPoint Mortgage Servicing then sent statement on XX/XX/XXXX that identified a late payment needed to bring account current. I called ShellPoint to find out what the issue was, I had all my Credit Union statements showing each payment processed, where I processed every payment on ShellPoint Mortgage 's web site payment system. My CSR, XXXX XXXX, researched the issue and said it was corrected. On my XX/XX/XXXX statement an overdue payment was still showing. I tried several times to contact ShellPoint and they are not returning calls or emails I have sent. I will continue to try and get a response to my issue. I need assistance from CFPB to help facilitate my issue being resolved. In addition, after reviewing many of my statements from ShellPoint Mortgage Servicing, since servicing was transferred from XXXX XXXX XXXX, I see several transactions I do not understand and are confusing. If possible, can someone help in auditing my mortgage servicing to identify possible additional fraudulent servicing issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez/Shell Point Mortgage incorrectly reported my mortgage as in forbearance to all relevant credit agencies. They are impacting my financial future because of this. I have asked them to remove it from the credit agency reporting and to provide me with a signed letter on their letterhead that states my mortgage was never in forbearance and was incorrectly reported as such. I have spent over 5 hours arguing with customs service reps and supervisors who tell me they have no access to email, put me on hold for countless amounts of time, send me to voicemail boxes that lead me to a dead end, explain to me what their system CAN NOT do. It is an abomination. I have paid my mortgage -- hundreds of thousands of dollars - on time every month for over 17 years. Best, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company has been unwilling to provide electronic and mailed statements since statement date XX/XX/20. We have asked for this information on 4 occasions : Once by email ( their online form ) - No response. Three times by phone. Our first phone attempt, the representative said that " You know what to pay - You don't need a statement ''. They have admitted that the statements are not available for us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49024
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am refinancing the loan on my cooperative apt with a different bank. New Rez 's attorneys told us that it is taking 8-12 weeks for them to produce the collateral ( stock and lease ). Since rate locks and mortgage commitments expire in 60-90 days, they know this because they are in the mortgage business. This means NewRez is holding me prisoner to a higher rate mortgage with them, and I have wasted fees in applying to a different lender. Nobody can refinance if this is their practice!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A