Shellpoint Partners, LLC

2019-07-30

Hampton, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-30

Sacramento, CA

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2019-07-29

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-29

Monticello, IA

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Timely Response

2019-07-29

Castro Valley, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-27

IL

Incorrect information on your report

Mortgage: Other type of mortgage

Complaint: My ex and I got divorced in XXXX. On XX/XX/XXXX my ex did a loan modification without my signature. And XXXX XXXX Loans rolled over XXXX into the loan, extended the terms and increased the payments. I did not and would have never agreed to this. I had several phone conversations with them before it was put into place and explained this until the point that they would no longer talk to me. They then sold the Mortgage to XXXX, who in turn sold it to Shellpoint Mortgage Servicing. I has since sent letter to both XXXX and Shellpoint explaining that I have been told by several attorneys that I am not responsible for the additional money rolled into the mortgage or the higher payment, since I didn't sign it, the modification is not binding to me. XXXX tells me that we don't hold the loan we can't do anything. Shellpoint tells me well we didn't do the modification so it's not our fault. In response to my last letter I got a notification from Shellpoint saying XXXX XXXX XXXX XXXX XXXX XXXX in the Owner of my loan and their address XXXX XXXX XXXX XXXX XXXX, XXXX, DE XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-27

Youngstown, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: There are two issues. The first is our PMI that we are no longer supposed to be billed for. Our principal is below 80 %, but Shellpoint Mortgage is still charging us for PMI. We followed the procedures they instructed us to, including setting up and paying for a home appraisal with a company that Shellpoint told us to use. We submitted all the documentation, but Shellpoint had taken several weeks to give us the next steps. We eventually had the appraisal done on XX/XX/XXXX, but we are still being charged PMI. According to the standards that customer service had told me in XXXX, our final PMI payment should have been XXXX. I've asked them several times about this, including, most recently, speaking with XXXX XXXX ( customer service supervisor ) on XX/XX/XXXX, XXXX on XX/XX/XXXX, and XXXX XXXX on XX/XX/XXXX. I have spoken with other customer service people prior to this, but I can't remember who. When I spoke with XXXX on XXXX, it was after not having received a response about this from prior conversations. XXXX told me that she would find the solution and call me by the following Monday ( XXXX ). Today is XX/XX/XXXX, and I still haven't heard from her. I called on XX/XX/XXXX, and XXXX said he'd send an email to XXXX about my folllow-up since she wasn't at work that day. On XX/XX/XXXX, I still hadn't heard, so I call again and XXXX put me on hold so she could speak with XXXX, who told me that she would look into that day and call me right away. It is now XX/XX/XXXX and my next mortgage payment is due, and I've heard nothing. I've told all three customer service people that I want a credit for the extra PMI that I've paid because I will not pay for their inefficient process. I am not obligated to pay PMI, but their ineptitude has forced me to because I don't want a negative mark on my credit report. My second issue is that Shellpoint has shut me off from seeing my account information. I've called every month for five months to tell them that when I log in, their website displays a screen that reads " processing '', but never shows my information. I don't want to be late with payments, so I pay by phone. However, they are not giving me access to my information, which they are required to do. My first complaint about this was with XXXX several months ago, pre-dating the PMI issue. Since then, I've been told at least four times that an IT ticket would be submitted and that I would be contacted about the solution. Yet, I haven't seen my information for nearly 6 months. In my conversations with XXXX, XXXX, and XXXX, all of them told me that they'd be submitting an IT ticket. Most recently, on XX/XX/XXXX, XXXX told me that she'd submit the ticket and call me back herself within a day or two. That didn't happen either. My goal, which is reasonable, is for Shellpoint to remove PMI and credit me for PMI that I've overpaid. Additionally, I want immediate access to my account online.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-27

Wilmington, DE

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-25

Plymouth, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Shellpoint bought my mortgage from XXXX XXXX last XXXX. I provided them with a Declaration of Insurance from XXXX and they had {$4600.00} in insurance escrow to renew the policy which was up in 30 days for renewal. They failed to renew the policy. Never notified me about it. In XX/XX/XXXX Shellpoint had " notified me '' via mail which I never got that they were going to buy new hazard insurance. I never got information on the company, the coverage etc ... Fast forward to XX/XX/2019 my monthly payment went from XXXX to {$1100.00} without my permission or knowledge. Contacted the company and they have had NO ANWSERS but somebody will get back to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-25

Nyc, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I send payment via online bill pay through my bank to New Rez ( also operates as Shellpoint Mortgage ) every month a week early. This month the money was taken out of my bank account but New Rez never cashed it. My bank shows that the payment was issued and offered to remediate with New Rez. Unfortunately despite a dozen emails and three phone calls, they are charging me a late fee and damaging my credit score. I paid early and I shouldn't be at fault that they haven't processed it. The payment was made on XX/XX/XXXX and it's now XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-25

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage and my escrow account were transferred from XXXX XXXX , XXXX, Servicer for XXXX XXXX to Shellpoint Mortgage Servicing, Servicer for XXXX XXXX XXXX XXXX XXXX on XX/XX/2019. This was two days before the real estate taxes were due to be paid, on XX/XX/2019. Despite the fact that my escrow account had more than twice the amount that was due in taxes, as of XX/XX/2019, my real estate taxes that were due on XX/XX/2019 have still not been paid -- either by XXXX XXXX XXXX before the transfer or by Shellpoint Mortgage Servicing after the transfer. On XX/XX/2019, I sent the delinquent tax bill to Shellpoint Mortgage Servicing, only to have Shellpoint Mortgage Servicing respond by claiming that its " research '' led the mortgage company to erroneously conclude that the taxes had been paid and no taxes were owed on the property. I have since spent many hours on the telephone calling Customer Service Agents ( first on XX/XX/2019 ) and Supervisors at Shellpoint Mortgage Servicing, and was even joined in a teleconference on XX/XX/2019 that XXXX XXXX at Shellpoint Mortgage Servicing arranged with the real estate municipal Tax Collector, who verified that the real estate taxes had not been paid. Ms. XXXX told me that she would call me back on XX/XX/2019, with a report on the progress in paying the tax bill, which she assured me that Shellpoint would do. She never called me back. On XX/XX/2019, the Tax Collector notified me in the attached letter that it is placing an advertisement in the newspaper, notifying the community that my taxes have not been paid, and that a lien is being placed on the property. This will damage my reputation indelibly, leading individuals searching the internet to conclude that I am a tax delinquent -- despite the fact that I have already paid the taxes to my mortage escrow account, and that Shellpoint Mortgage Servicing refuses to pay the taxes through my escrow account. This is completely unacceptable to me and will result in considerable damages to my reputation, for which I depend for my livelihood. I was told by XXXX in Customer Service at Shellpoint Mortgage Servicing that on XX/XX/2019, a Manager had placed a " tax escalation '' on the account, which was due to be resolved by XX/XX/2019. On XX/XX/2019, XXXX in Customer Service told me that another " tax escalation '' had been placed on the account. Later on XX/XX/2019, I spoke with XXXX XXXX XXXX in Customer Service, who told me that Supervisor XXXX XXXX, the top supervisor in Customer Service at Shellpoint Mortgage Servicing, had submitted a " tax escalation '' request. I was told that Mr. XXXX would call me, which he never did. On XX/XX/2019, XXXX XXXX in Customer Service at Shellpoint Mortgage Servicing told me that my tax bill had still not been paid and that someone from customer service had tried to call me on XX/XX/2019. I explained that I had not received any calls on the cell phone number that I had given to multiple customer service representatives, requesting that the long-outdated numbers on file be corrected. They assured me that this would be done, which it was not. I then spoke with Supervisor XXXX XXXX on XX/XX/2019, who corrected for the second time the incorrect telephone numbers that I had corrected on a prior call, and told me that " payment was in process. '' However, Mr. XXXX could not tell me when the payment would be made. He agreed to call me at XXXX XXXX on XX/XX/2019, when the " back office '' that handles tax payments was still on duty, which he did not do so. I waited 4 hours and then called XXXX from Customer Service at Shellpoint Mortgage Servicing, who informed me that {$5.00} had been charged on my account today requesting that XXXX XXXX XXXX XXXX obtain a tax search report transcript. Then, at XXXXXXXX XXXX, Supervisor Mr. XXXX XXXX finally called me back to tell me that he had nothing to tell me, since he had not checked in with the " back office '' before they left at XXXX XXXX When I asked him about the {$5.00} charge that had been charged on my account today requesting that XXXX XXXX XXXX XXXX obtain a tax search report transcript, he told me that XXXX should not have provided me with that information, as it was from their internal records. It is evident that I am not being given candid and accurate information about why my real estate tax bill has not been paid. I need help from the CFPB to demand that Shellpoint Mortgage Servicing pay my delinquent tax bill from the funds in my escrow account. This is particularly urgent because Shellpoint Mortgage Servicing has just sent me a letter indicating that it has sold my mortgage servicing yet again -- for the second time in 3 months -- this time to XXXX , XXXX, effective either XX/XX/2019 ( according to a XX/XX/2019 letter from Shellpoint Mortgage Servicing ) or XX/XX/2019 ( according to the attached XX/XX/2019 letter from Shellpoint Mortgage Servicing ). If this bill is not paid before the loan servicing transfers on XX/XX/2019, then I will have to start all over again, and a lien will be place on my property. I should not have to go through all of this grief just to have the mortage servicing company pay the tax bill on my home from the escrow account into which I have paid my taxes.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-25

Key Biscayne, FL

Problem with a credit reporting company's investigation into an existing problem

Mortgage: FHA mortgage

Complaint: Mortgage was on a hurricane monitoring and was sold to another lender they knew that we were in this hurricane monotheism and we did a modification but they reported that we had late payments when we never did and we were assured by HUD and our previous lender that nothing negative would be reflecting in the credit but they have yet to remove it
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-25

NC

Trouble during payment process

Mortgage: VA mortgage

Complaint: We got a VA loan in XX/XX/XXXX for our home and we put a very large down payment, because my husband is a XXXX XXXX XXXX and the monthly payments needed to be low. Everything was fine until our mortgage co. sold our mortgage to Shellpoint Mortgage in XX/XX/XXXX, and our payments went from {$750.00} to {$1600.00} which we couldnt afford. We called them, they said they didn't have enough info on our acct yet to give us any answers, and gave us some suggestions to check, like property taxes, insurance, etc. They also told us to just keep making our regular payment until they figured it out and to check back in 2 weeks to see if they had all our acct info. We checked all their suggestions, nothing had changed except prop taxes went up a tiny bit. We asked who else to talk to and they gave us a contact, XXXX XXXX, who we called repeatedly but got no response. We later found out she didn't work there anymore. They kept giving us non-responsive contacts, until months later they told us that they found out the problem. When they took over our loan, they didn't realize for some reason that our home insurance was wrapped up in our monthly payment. So not only had we been paying our insurance, they tacked their expensive home insurance on top of our payment. We asked them to fix their mistake and remove this huge amount we now owed through no fault of our own, but they refused & said we were still responsible for it. By now we realized we had a contact at the VA, and she had been trying to get ahold of this company too. They had supplied her with completely different contact names, such as XXXX XXXX, who was also not responsive. By now, Shellpoint was threatening us with foreclosure. Had we been better informed, we would have found a foreclosure attorney, but we didn't know how to get out of this mess. We did receive a foreclosure letter. We were told our options were to let the bank take the house, do a short sale, or try to sell it ourselves. We called our realtor and she said she could help us sell the home quite fast, but we would need a pay off letter to give the court to get an extension. She also felt this company was trying to kick us out of our home, and wanted to get some information from them. We authorized them to talk to her but they refused. She suggested we get a lawyer because of their shady practices. We called Shellpoint on XX/XX/XXXX and were given the contact XXXX XXXX by XXXX XXXX. She promised to email the pay off letter within 2-5 days. Nothing came, so on XX/XX/XXXX my husband called and talked to someone who claimed the letter was sent on XX/XX/XXXX, and he said he'd resend it right over. My husband waited with him on the phone, and nothing came. He put us on hold for about an hour and then told us he couldn't get ahold of our contact XXXX XXXX, but he'd sent her an email requesting her to email the letter. So we waited until XXXX and called back & talked to XXXX in customer service because we didn't receive anything, she was the third customer service agent we'd talked to, and each agent had different information about the payoff letter. XXXX gave us a new contact, XXXX XXXX. XXXX said there was a payoff letter written but they couldn't send it because they had to update it. This would take at least 3 more business days. We couldn't wait because we had court. We asked if the letter had the payoff amount, which she said was {$160000.00}. We again told her we needed the letter in time for court, but she would not send it on time. My husband told her we would give this information to a lawyer, and she then promised to send it within the next 2 hours. We finally received it 20 minutes later. We were able to take it to court and get an extension until XXXX. We sold our house on XX/XX/XXXX, a week after listing it, and are now getting ready to close. But that's not the last of what Shellpoint has done. Last week our realtor stopped by to check on the house, because we moved to AZ 2 weeks ago, and she found that they had posted a notice on our door saying the property had been abandoned and vacated, while we are still paying for water and electricity on the property, and there is a for sale sign in the yard that says under contract. On XX/XX/XXXX we called XXXX XXXX, who had been hired to post the notice, and told them to remove it immediately. They checked their notes only to realize that the property was indeed not abandoned. I believe Shellpoint owes us some kind of restitution for all the mistakes they made and for not providing adequate service. This situation could have easily been avoided if they had recognized their insurance in the beginning. It has damaged our credit and forced us out of our home.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2019-07-24

Algiers, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-24

Memphis, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Received Trial Period Plan from Shellpoint Mortgage servicing XX/XX/2019. I've made 2 of 3 trial payments, received property foreclosure sale letter from foreclosure attorney XXXX, XXXX, XXXX XXXX XXXX. Please postpone property foreclosure forXX/XX/2019. How do you foreclose on my property when I'm in a trial plan? Please Help!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-24

East Rockaway, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-24

New Lenox, IL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-23

Russell, IA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2019-07-23

Frisco, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loan Servicer : NewRez ; XXXX. XXXX XXXX ; XXXX, OH XXXX Our mortgage loan was paid in full on or about XX/XX/2019. At the time of the payoff, there was a {$6000.00} surplus in the escrow account. We received the lien release/loan satisfaction papers. As of today 's date ( and after numerous calls to get the funds disbursed ), we have NOT received the funds that were in the escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

IA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I refinanced my existing mortgage. On XX/XX/XXXX at XXXX the title company wired the money to NewRez ( the exising mortgagor ) to pay off the mortgage. NewRez applied the payment on XX/XX/XXXX and took 3 additional days of interest out of my escrow without any notification to me. How can they the steward of my escrow account take money out for their benefit without any kind of notification? This should be illegal!!! The title company has provided me proof of the wire to NewRez the morning of XX/XX/XXXX and I have forwarded that to NewRez and their response was it took 3 days to process. They charged me 3 days of additional interest by taking my money without permission thru my escrow!!! How can this be?? dont they have a fiduciary duty-Its my money and their charge was crooked and false. How many people are they stealing from? Im sure this is a widespread practice. Along with delaying my escrow refund by 30 days with no interest on my money. They charged me XXXX in interest for a time period they already had my money ( full mortgage had been paid off )!!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Los Angeles, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Ft Lauderdale, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-21

Lowell, AR

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: XXXX OWES US $ XXXX from bk noXXXX and illegally reporting tradeline after so.l. expired
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-21

Washington, DC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-07-20

Anaheim, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Just notifying you of bad business practices by several mortgage lenders. My wife and I recently bought our first new home in XXXX, and have now been subject to two transfers of our mortgage as of XXXX. On top of this we have received several notices in the mail of companies wrongfully claiming to be the new servicers of the loan due to what is presumably our mortgage lender publicly disclosing our mortgage details. The companies in question thus far have been XXXX XXXX XXXX for the information disclosure and Shellpoint Mortgage for buying our mortgage and reselling it within a month of purchasing it to a new undisclosed lender that I know nothing about. This is ridiculous that I need to setup yet another account with a new lender that may or may not be my lender in a month. I dont want to default on my mortgage but I dont know who to legitimately pay due to these shady and misleading practices that seem entirely unnecessary.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response