|
7082639
|
2023-06-08
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2023-06-08
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-06-08
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
The main issue with my current mortgage company started back in XXXX when I received correspondence that my mortgage company would be changing from XXXX XXXX XXXX to New Rez. As requested by New Rez, I went into my payroll system for the XXXX to update the wiring information from my XXXX XXXX allotment to the new banking information provided by New Rez. I changed the wiring information upon receipt of the routing and account numbers when I spoke to a representative back in XX/XX/2022. My next payment from the XXXX system that controls my XXXX XXXX XXXX pay in XXXX was supposedly not received by the banking institution New Rez uses and I received a past due letter by mail. I submitted the proof of payment referencing the attached documents ( Allotment screenshot of updated, and the past two End of Month LES ) to show that the allotment was wired by allotment to their banking institution that handles the payments using their " Contact us '' link on their website. Within 30 days my account was credited as they had found the allotment payment submitted to my mortgage company in the amount of {$860.00}. This same situation occurred again in XXXX with me receiving a letter and then by me checking my account status online through my mortgage portal of New Rez. I again submitted proof of payment by allotment through wire using the payroll system XXXX that the XXXX XXXX XXXX uses to pay it members. I submitted documents ( EOM LES, allotment screenshot information from XXXX ) to show that the banking information input was correct and that the money had been deducted from XXXX XXXX and sent to their banking institution. I then called on three separate occasions to follow up on my submission of the documents to check the status. This was over the course of XXXXhree weeks. Finally, after over three weeks I was able to get a representative to confirm with me that none of the other representatives had not submitted a ticket for review to the appropriate department for my dispute over the past due amount of {$860.00} which had been sent the same way as in XXXX and had not been received although, XXXX payment, XXXX payment had been credited to my account with no issues. This is where the concern is for me and where my biggest frustration is with their proper tracking of wired payments made to the bank that handles their payments. It is now XXXX and after having received a secure online correspondence from them stating that a payment had been applied but there was still a payment missing is my concern. I have not changed any of my allotment information on the XXXX system since it was originally input correctly in XXXX and I had called at least two separate occasions to confirm the accuracy of the routing and account numbers for payments. I have attached documents to show wired payments coming from my XXXX pay, the letters of correspondence, screenshots of wired allotment information, and statements from my mortgage company. As of today, the statements still show my account is past due {$860.00} from the supposed missed payment in XXXX.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10511519
|
2024-10-19
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Home equity loan or line of credit (HELOC)
|
| Date Received |
2024-10-19
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-19
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
My HELOC payment is due on the XXXX of every month. It should be calculated about 25 days before it is due. My XXXX payment is still showing {$0.00}. That can not be correct because I am carrying a balance of {$34000.00} so I should owe roughly {$350.00} each month depending on interest rate. This is shellpoints error that they will later try to hold me accountable for ( I.e. doubling my payment for the following month which will be a struggle for me to cover. I called Shellpoint and spoke to someone twice this week ( XX/XX/XXXX and XX/XX/XXXX ). I was given no information in the first call ( XX/XX/XXXX ) and she stated someone would call me back in 24 hrs. That did not happen. I called back a second time ( XX/XX/XXXX ) and still got no answers. I need my payment calculated so I can pay it before the due date of XXXX. This company has had my HELOC for 4-5 mos and theyve screwed up my payments every month except last month.
|
| Consumer Consent Provided |
Consent provided
|
|
|
6007578
|
2022-09-22
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-09-22
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-09-22
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
Was below 78 % of the original loan valuation. Contacted NewRez on XX/XX/2022. Was advised by the gentleman that he showed I was well under the 78 % and that the PMI should be removed in 2-3 days and my account online would reflect this. This did not occur so called back on XX/XX/2022. The lady stated that she did see that the request was put in, but had not been completed yet, allow some more time and any additional payments would be backdated for me. Made my payment with the PMI that was due on XX/XX/2022. Waited a few more weeks and called on XX/XX/2022. Spoke to the representative who stated she was not able to see any requests and that my PMI was not paid monthly anyways. After questioning her about this inaccuracy, she spoke to a supervisor and returned stating that there was no rule that they had to remove the PMI, but she was instructed to put in a request. I will now make my 2nd unnecessary PMI payment on XX/XX/2022.
|
| Consumer Consent Provided |
Consent provided
|
|
|
7774311
|
2023-10-30
|
Closing on a mortgage
|
Mortgage
|
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue with the loan closing
|
| Sub Product |
FHA mortgage
|
| Date Received |
2023-10-30
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-10-30
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
My mortgage is through Shellpoint Mortgage Servicing, and on XX/XX/XXXX my property had a damage which insurance deemed a total loss, therefore we settled to have insurance payoff the mortgage. My attorney requested a representative from the mortgage company be at the sale of the lot to endorse the check and they were non compliant. We also submitted the 3rd party forms for them to speak directly to my attorney and have still not heard back and that has been over a week ago. The lack of response is putting the sale of the lot and final closing in jeopardy if they do not respond and comply in a timely manner.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10920188
|
2024-11-26
|
Struggling to pay mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-11-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-11-26
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
This reply provides more lies communicated by this services SHELLPOINT I have been requesting an amount through my complaint for a payoff I have text from XXXX haas stating they would not take the purchase price plus 10 percent I even offered XXXX they said that was less than I owed if they had told me they were not going to sell it back I could have moved out and not lost my belongings to an eviction but like I stated in previous complaints they wait till after deadline to respond eviction was on XX/XX/year> response was received on XX/XX/year> this is the worst company I have with in my life not just deceptive they lie to customers
|
| Consumer Consent Provided |
Consent provided
|
|
|
10229940
|
2024-09-24
|
Attempts to collect debt not owed
|
Debt collection
|
|
| Issue |
Attempts to collect debt not owed
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Debt collection
|
| Sub Issue |
Debt was result of identity theft
|
| Sub Product |
Other debt
|
| Date Received |
2024-09-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-09-26
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Other
|
|
|
10430066
|
2024-10-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-10-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-11
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
10748965
|
2024-11-10
|
Struggling to pay mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-11-10
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-11-10
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
After two complaints with the cfpb the same problem exists recap XX/XX/XXXX ask if home could be repurchased was told yes had till XX/XX/XXXX to buy XXXX received documents from XXXX XXXX XXXX filed on XXXX eviction process had been approved XX/XX/XXXX second complaint with cfpb SHELLPOINT response was sent to me on XXXX stating XXXX XXXX has all information to repurchase home .I have been in contact with XXXX XXXX since XXXX when I received my eviction letter XXXX XXXX told me they have nothing to do with the sell or purchase of home they only filed in eviction they gave me XXXX XXXX contract information.i have been in contact with XXXX and XXXX since XXXX and both parties say no one of their contacts will let them know what to do this is the same service I received as a customer they put all matters off till you are out of time like starting the eviction process before the time they given me and refer me to people whom I've been in contact with that can't get answers either
|
| Consumer Consent Provided |
Consent provided
|
|
|
2441069
|
2017-04-18
|
Application, originator, mortgage broker
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Application, originator, mortgage broker
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional adjustable mortgage (ARM)
|
| Date Received |
2017-04-18
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2017-04-18
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
1.Shellpoint Mortgage Servicing, LLC, a collection agent for XXXX has been contacting me illegally concerning my home mortgage. I have an attorney of record, XXXX XXXX . All correspondence, or any contact, should go through her office. They have done this numerous times, and must stop this practice immediately. I had the same problem with XXXX 's debt collector, XXXX XXXX XXXX . On XXXX XXXX , XXXX wrote a response to CFPB agreeing to extend the no contact agreement until XXXX XXXX XXXX , or the alleged life of the loan.. That agreement should extend to Shellpoint, also. 2. That XXXX , XXXX , XXXX , and Shellpoint immediately cease alleging that XXXX XXXX is the Trustee on the Note of my fraudulent Loan.. On XXXX XXXX , XXXX , XXXX XXXX agreed to a XXXX XXXX dollar settlement with the Dept of Justice for their fraudulent lending practices. XXXX XXXX admitted the illegal packaging, securitization, marketing, sale, and issuance of residential mortgage-backed securities Their illegal conduct including, shoddy underwriting and improvident lending practices, forced many homeowners out of their homes illegally. These fraudulent Notes were converted between XXXX and XXXX , including our loan.
|
| Consumer Consent Provided |
Consent provided
|
|
|
9893054
|
2024-08-22
|
Struggling to pay mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-08-22
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-08-22
|
| Complaint What Happened |
Mortgage company not communicating with customer in an active bankruptcy long delays in response to all questions asked no return calls from person listed as point of contact unable to obtain information of what I'm being charged with filed paperwork to sell home before bankruptcy was discharged also filed paperwork to block ability to redeem home before discharge
|
| Consumer Consent Provided |
Consent provided
|
|
|
2144500
|
2016-10-03
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2016-10-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-10-03
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
I sold my house and closed on the property on XX/XX/2016. During closing the title company paid the second installment of my property taxes in the amount of {$2300.00}. I looked online the same day and noticed Shellpoint Mortgage also payed my tax payment the same day. I called and asked to Shellpoint to hold payment that afternoon due to the fact I just closed on the property. I was told that since they had n't received the payoff there was nothing they could due despite being almost 3 weeks early on the payment. A few days later my lawyer was able to contact XXXX County Treasurers office after they had received the payment from fidelity Title company so they were able to flag my account to avoid double payment from Shellpoint Mortgage. I have contacted Shellpoint multiple times on this issue with no resolve. When you call Shellpoint Mortgage you can only speak to the person who answers the phone in customer service. They will not transfer you to anyone. I 've asked to speak with someone in the tax department but every time I 'm told no. Also every time I call i 'm told a different story by the person on the other end of the line. As stated before I called on XX/XX/2016 around XXXX EST. about trying to get the tax payment stopped. I was told on that phone call that since they had n't received payoff there was nothing they could do. The Next time I called was on XX/XX/2016 at XXXX. EST. at that time I figured there would 've been plenty of time for them to receive and process my refund. I was told on that phone call that processing could take up to XXXX weeks and again I was told that I could speak to no one else but the person I was speaking with. I specifically asked to speak to a manager but was told that one was not available. So I waited until XX/XX/2016 to call again figuring that would be plenty of time for processing to take place. I made that call at XXXX EST. this time I was told that processing could take XXXX weeks. Again I asked to speak with someone in the tax department and again I was told no. This time the woman told me she would put in an email to the tax department about this situation and she 'd get back with me as soon as she got a response. Today is XX/XX/2016 and I still have n't heard anything from them. In between my calls my lawyer tried to intervene due to the fact he has power of attorney for me and he was told they could n't talk to him about my loan. He also sent a letter to Shellpoing Mortgage Servicing trying to resolve this issue but we 've receive no response to that letter either. I 'm fed up with dealing with this company and am asking for your help in this matter.
|
| Consumer Consent Provided |
Consent provided
|
|
|
9740926
|
2024-08-07
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-08-07
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-08-07
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
We are involved in a lawsuit with a contractor that has been going on for over a year. For some reason our mortgage company, New Rez, sent mortgage statements and and other documents to the opposing attorney without our permission. We asked for an explaination from the New Rez legal department as to why this occurred. We have called several times over the past several months and have never gotten an answer. New Rez customer service and supervisors have told us they made an internal complaint on our behalf against their own legal department, but we have no way to verify this.
We are trying to make changes to our escrow account but were told no changes can be made until the legal department says so, but they refuse to speak to us. We are not sure if this is a ploy by the mortgage company to keep us from making changes to the escrow account. Our account is frozen by legal and we want answers.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10557287
|
2024-10-23
|
Struggling to pay mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-10-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-23
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
XXXX called SHELLPOINT to get a payoff and ask if I can buy back house was told to contact lender XXXX XXXX they do questions gave me an email address so I called Newrez to get a payoff and apply for a NON-QM loan since I don't qualify for a FHA loan with the foreclosure they sent me back to SHELLPOINT who told me to contact foreclosure XXXX XXXX called left messages XXXX and XXXX no call back XXXX Gets a letter from XXXX XXXX co. I don't know who they were call them on XXXX and XX/XX/XXXX leave messages no call back on XX/XX/XXXX I get a eviction letter from XXXX law co. I'm pre approved for a loan don't know what amount plus ky has a program to help with down payment so the deceptive practices of telling a customer one thing and doing something else not giving me the time they told and now nobody wants to talk they even said keys for cash that wont work if we don't talk
|
| Consumer Consent Provided |
Consent provided
|
|
|
599974
|
2013-11-15
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2013-11-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
Yes
|
| Date Sent To Company |
2013-11-15
|
| Consumer Consent Provided |
N/A
|
|
|
9976889
|
2024-08-31
|
Problem with a company's investigation into an existing problem
|
Mortgage
|
|
| Issue |
Problem with a company's investigation into an existing problem
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Their investigation did not fix an error on your report
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-08-31
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-09-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
My mortgage is supposed to be {$690.00} per month but I was having to pay over {$1200.00} per month due to Shellpoint Mortgage placing a lender-placed policy due to me not having insurance. In XXXX, 2023, I obtained my own homeowner 's insurance and emailed the proof of insurance to Shellpoint. However, Shellpoint did not acknowledge receipt and charged me over {$1200.00} for my XXXX, 2023 mortgage payment. I contacted Shellpoint 's insurance department that same day in XXXX, 2023. The person was very helpful. He told me to email my proof of insurance to him and he would take care of it and ensure I was credited for still being charged for lender placed insurance ; his help did not help me. I continued to be charged over {$1200.00} per month for my mortgage payment and Shellpoint never acknowledged my homeowners insurance. Approximately 2 months ago, I submitted my homeowners insurance documents to Shellpoint again and I was ignored. for the past 3-4 months, my mortgage payment has now
gone up to over {$1300.00} per month. Shellpoint knows that I have homeowners insurance, I know this because, when I had their lender-placed insurance, every month they would send me a letter telling me to get my own homeowners insurance. Shellpoint did that with me for years and years but stopped sending those after XXXX, 2023 when I got my own homeowners insurance. It makes me feel so hurt and taken advantage of by Shellpoint. I want a refund of the additional money they charged me for my mortgage over {$690.00} from XXXX, 2023- Current.
|
| Consumer Consent Provided |
Consent provided
|
|
|
6242553
|
2022-11-28
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2022-11-28
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-11-28
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
Our mortgage was sold by XXXX XXXX XXXX to Newrez LLC. XXXX did not provide any information with regard to where to send our payment, or if we would be issued a new loan number. I did find an address online for Newrez and send them my monthly mortgage payment using my XXXX XXXX XXXX number. It was a month before I received a statement or any information from Newrez LLC. On the statement I noticed that the payment I had sent to their XXXXXXXX XXXX office was not credited to my account. I also became aware that {$980.00} overage was in my escrow account. I called Newrez and asked for an escrow audit and mentioned that according to RESPA, I should be due an overage refund. I was informed that Newrez would not complete an escrow review until XX/XX/2023 and that I would not be receiving my escrow overage until such time as that was completed.
|
| Consumer Consent Provided |
Consent provided
|
|
|
8332454
|
2024-02-12
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-02-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-02-12
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Consent not provided
|
|
|
8341461
|
2024-02-14
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
FHA mortgage
|
| Date Received |
2024-02-14
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-02-14
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
XXXX XXXX XXXX I received a letter via mail that my mortgage company needed a copy of my hazard insurance. I submitted it via their website immediately and did not hear back until XXXX asking for the same thing. At that point I contacted my insurance broker to verify I sent the correct thing and I had. My broker then submitted a copy of my policy via their website and fax. I again sent it myself as well via website, fax and I mailed a copy. XXXX, I received the same letter. Again, my insurance broker and I submitted my policy via their website and fax. Even the management company for my XXXX attempted to send my policy in the same manner. I did not hear anything again, so I thought they had gotten what they had needed finally. Then on XXXX I went to the New Rez website to pay my bill as normal and noticed my escrow amount was off. When I looked into it New Rez has purchased a hazard insurance policy and has been billing me for it. As I began to look through my statements I saw : XXXXXX/XX/XXXX Lender Placed Hazard Disbursement {$120.00}, XX/XX/XXXX Lender Placed Hazard Disbursement {$42.00}, XX/XX/XXXX Lender Placed Hazard Disbursement {$42.00}, XX/XX/XXXXXXXX Lender Placed Hazard Disbursement XXXX XXXX Hazard Disbursement {$310.00}, XX/XX/XXXXXXXX Lender Placed Hazard Disbursement {$43.00}. I messaged new rez via their message area on their website twice on XX/XX/XXXXXXXX Again on XX/XX/XXXX and a 4th time on XX/XX/XXXX. I have not received any sort of response. I also filed a complaint with the XXXX XXXX XXXX : Complaint ID : XXXX. New Rez has not responded to the XXXX either. Now I see on my next billing statement they are increasing my house payment due to this but at the same time never responding to any of my messages. I have literally done everything but fly to their state and hand the insurance policies to them personally. They are bold faced ignoring me and the XXXX. I don't know what else I can do. I am a one income household, and I can not afford for them to not only be stealing from me, but they are increasing my house payment due to their error and refusing to acknowledge or correct this.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4049379
|
2021-01-05
|
Problem with a credit reporting company's investigation into an existing problem
|
Mortgage
|
|
| Issue |
Problem with a credit reporting company's investigation into an existing problem
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Investigation took more than 30 days
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-01-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-01-22
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Consent not provided
|
|
|
8021101
|
2023-12-18
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Manufactured home loan
|
| Date Received |
2023-12-18
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-12-18
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
Starting the month of XXXX shell point charged my account an insurance premium. i supplied shell point proof of insurance. i was told that they would refund all moneys except rot the month of XXXX at this point they started to list my regular payment as a partial payment. on XXXXXXXX Shellpoint applied my normal payment of XXXX to principle only in the amount of XXXX then applied XXXX to a partial payment. i have called every month since. Shellpoint have told me they will fix it. Shellpoint has failed to do so. they have reported me behind to the credit agencies. and have issued me arbitrary fees in what appears to be retaliatory measures. it is now XXXXXXXX and Shellpoint have told me they will not fix the issue and that I need to make an extra payment for the year XXXX to fix there mistake.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10040302
|
2024-09-06
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Delays in the application process
|
| Sub Product |
FHA mortgage
|
| Date Received |
2024-09-06
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-09-06
|
| Complaint What Happened |
The purpose of this cash out refinance was to pay off auto loan, credit cards and personal loans that had balances over $ XXXX. To date they all are 2 months past due due and some closed due to my inability to pay them. This refinance process with my mortgage company has cost me a severe drop in my credit score as well as financially. To date I have no answer and now due to my drop in credit score in the accounts my mortgage company was suppose to pay off I am unable to end this and go else where.
Here is what happened : ( XXXX rep- XXXX ) XX/XX/XXXX applied for a $ XXXX cash out refinance through my current mortgage provider. Current balance was $ XXXX. A prepayment of {$600.00} for appraisal fee was required. Appraised at $ XXXX. I received a conditionally approval email due to additional documentation and a mold remediation needed for small areas in the basement then a follow up appraisal to be done. Mold remediation done then charge additional {$200.00} for a re-inspection.
Told I was all set my application was no longer in underwriting and that a Title Company would be reaching out to me. Weeks passed then I called for an update said I needed daughters birth certificate and my complete divorce decree. Emailed as well as uploaded via website portal. Weeks pass again no word so I called now requesting bank statements again. Sent via email and portal. More weeks pass and messages for my processor to call me back never returned.
( XXXX ) finally spoke to expressed my frustration in the lengthy process and lack of communication and no answers to my questions. She stated they needed bank statements yet again so I sent to her again email and via the portal. She assured me she would call me within 3 days. A week and a half pass so I called again and asked for her supervisor and left a message for him to call me a week and half has passed and still no call back from her supervisor. This past Tuesday XXXX I spoke with the original intake person and he apologized and called me back to say the underwriter are needing the same bank statements I previously sent 3 times again. I sent again and promised he would get to the bottom of things and send a message to my processor to call me. My processor sent me a message stating the underwriters needed bank statements yet again. Help!!!
|
| Consumer Consent Provided |
Consent provided
|
|
|
10004353
|
2024-09-03
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-09-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-09-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Residential Loan was transferred from XXXX XXXX to New Rez in the last quarter of XXXX. New Rez inaccurately established required additional funds for escrow and insurance. I was forced to pay the additional monies took keep from being noted as past due. New Rez was contacted several times and thus concluded they were in error.
After XXXX months of trying to get my funds reimbursed, I finally received this email from New Rez.
" According to our records, check # XXXX was issued on XX/XX/XXXX, for the XXXX XXXX in the amount of {$930.00}. Please allow XXXX to 15 days from the date of disbursement to receive the refund check.
We would like to apologize for the delayed response and any inconvenience this issue XXXX have caused. It is our goal to provide you with exceptional service, we hope this email addresses your questions and concerns.
If you have any questions or concerns please contact our customer service team at XXXX. '' Never received the monies and continued to contact by email. With the same response as, " we are looking into it. '' Having been a XXXX Bank XXXX and XXXX of XXXX XXXX 36 years, several concerns come to light. Lack of training, poor management with possible lack of background to conduct oversight. Volume of problems. Forced placed insurance? Is this an Affiliated Business Arrangement/Ownership? Proper ongoing escrow analysis. Solvency of the servicing agency. More regulatory oversight may need consideration of review. It is noted companies have spun off to warehouse more residential loans. Volume of servicing problems should not be to the extent they are. I noted XXXX on the site as well. Elementary mistakes create extensive problems for those noting overdue in payment history thus now affecting the credit rating which affects interest rates and insurance.
New Rez has admitted to the mistake but the monies were never received. The email will be attached with the complaint.
I took the time to point out possible need for more investigative oversight to seek possible means of enhanced education and proper management and oversight of risk to reduce consumer issues. The next wave of refinances are closely approaching as rates fall. Let 's be prepared.
|
| Consumer Consent Provided |
Consent provided
|
|
|
8514069
|
2024-03-10
|
Attempts to collect debt not owed
|
Debt collection
|
|
| Issue |
Attempts to collect debt not owed
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Debt collection
|
| Sub Issue |
Debt is not yours
|
| Sub Product |
Mortgage debt
|
| Date Received |
2024-03-10
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-03-10
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Consent not provided
|
|
|
1210346
|
2015-01-26
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2015-01-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2015-01-26
|
| Consumer Consent Provided |
N/A
|
|
|
5945223
|
2022-09-02
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-09-02
|
| Submitted Via |
Referral
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-09-02
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
N/A
|
|
|
7826667
|
2023-11-09
|
Attempts to collect debt not owed
|
Debt collection
|
|
| Issue |
Attempts to collect debt not owed
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Debt collection
|
| Sub Issue |
Debt was paid
|
| Sub Product |
Mortgage debt
|
| Date Received |
2023-11-09
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-11-30
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Consent not provided
|
|
|
6297986
|
2022-12-08
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-12-08
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-12-08
|
| Company Public Response |
Company believes the complaint is the result of a misunderstanding
|
| Complaint What Happened |
When I first bought my home Green Tree was the mortgage company but my mortgage has been sold several times and now it is with Shellpoint and I'm trying to get an equity loan and can't because Green Tree is on my title as the lien holder and they are no longer in business and I need that removed from my title so I can transfer it over to a real estate title and can't because Green tree is no longer in business and can't anyone get ahold of someone from Green Tree to get it removed.
|
| Consumer Consent Provided |
Consent provided
|
|
|
7029930
|
2023-05-25
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-05-25
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-05-25
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
N/A
|
|
|
7826757
|
2023-11-09
|
Attempts to collect debt not owed
|
Debt collection
|
|
| Issue |
Attempts to collect debt not owed
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Debt collection
|
| Sub Issue |
Debt was paid
|
| Sub Product |
Mortgage debt
|
| Date Received |
2023-11-09
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-11-09
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Consent not provided
|
|
|
7079308
|
2023-06-06
|
Struggling to pay mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2023-06-06
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-06-06
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Other
|
|
|
7265384
|
2023-07-17
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-07-17
|
| Submitted Via |
Referral
|
| Company Response |
Closed with monetary relief
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-07-17
|
| Company Public Response |
Company believes complaint represents an opportunity for improvement to better serve consumers
|
| Consumer Consent Provided |
N/A
|
|
