Shellpoint Partners, LLC
Consumer Complaints
There are over 2994 complaints on file for Shellpoint Partners, LLC. Dated between 2019-12-13 and 2012-06-12.
Complaints Page 5
2019-10-23
Beverly Hills, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-21
Chevy Chase, DC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-21
Warren, RI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Approximately one year ago, I requested that my mortgage company, NewRez, re-evaluate my home as the market had improved and I believed ( and still do ) that the LTV on my property was at a level that would warrant the removal of the PMI payments from my monthly payments. They recommended a BPO and I sent them a check. Several months went by and I called to check only to find that they had " misapplied '' the payment to my principle and assured me that this would be corrected. For the past 3-4 months, I've been going in circles with them and getting nowhere. They claim to have escalated the request but nothing has been done and I continue to pay PMI premiums. At this point, I am considering refinancing with another company to avoid dealing with them altogether. I hope that others do not have to experience what I have been dealing with. During my latest exchange, I asked to speak to a manager and was told he was too busy. NewRez was not my choice, they simply purchased my loan servicing agreement and this is in no way a fair way to treat a borrower.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-10-21
Bloomington, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, MN XXXX have paid ahead on my mortgage with New Rez AKA Shellpoint Mortgage where my next payment is not due until XX/XX/XXXX. My loan was approved for cancellation of the monthly private mortgage insurance premium as of XX/XX/XXXX, where my last payment for the private mortgage insurance would be collected in XX/XX/XXXX per New Rez. It is my belief that New Rez Shellpoint Mortgage is obligated to refund me for the mortgage payments made in advance that would include the monthly private mortgage insurance payment of {$100.00}. Unfortunately the monthly statements they have provided all neglect to disclose my monthly payment breakdown. I have also made a request to have my escrow account refunded as I would like to opt to pay my homeowner 's insurance and property taxes on my own. I am under the 80 % loan to value requirement where I believe it is my right to choose to discontinue the escrow account so I can handle those obligations on my own.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-10-21
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-21
Pasadena, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I recently had a bankruptcy discharged, after making all required mortgage payments owed per court order by a judge. The company Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, Sc XXXX XXXX XXXX XXXX XXXX began contacting me through letters, credit reports and sending company representatives to my home making threats of foreclosure and asking for my home phone number. This company is not listed on creditors paid in my bankruptcy and I have never had a mortgage through this company. On my credit report they state that I owe them {$110000.00} in mortgage payments. Which is not correct. I do not even know who this company is. Further more if I'm in bankruptcy or recently had a discharge they should be contacting my attorney. In which, I have already notified them to cease and desist in contacting me or coming to my home. Only contact my lawyer. The loan account on their paperwork is : XXXX for property located at : XXXX XXXX XXXX XXXX. # XXXX XXXX XXXX, Ca XXXX. I'm very concerned that they may start posting notices on my rental property and scare away tenants. Shellpoint Mortgage Company has made statements that the trustee on case failed to submit the final payment. A summary shows all accounts paid. Still waiting for a response to resolve current issue with mortgage company from attorney and trustee on bankruptcy case # XXXX
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-10-20
Three Bridges, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX, apparently the loan I previously had with XXXX was taken over by New Rez Shell Point Mortgage Need help.
I have this loan since XXXX, and refinanced in XXXX. Previous mortgage payments were sent successfully to XXXX, XXXX, XXXX XXXX, XXXX, and now Shellpoint.
The XXXX loan # XXXX The Shellpoint loan # XXXX Property : XXXX XXXX XXXX, XXXX NJ XXXX Even after the take over, the monthly payment of XXXX was regularly sent automatically from my account, but it was not accepted. Why?
After a phone conversation with XXXX XXXX on XX/XX/XXXX, he said that 6-months payments are " missing '' and they don't accept monthly payments.
On XX/XX/XXXX ShellPoint received a bank check for the whole amount of XXXX The check was not processed, and now they sent the house into foreclosure.
It is outrageous why they don't want to process the payments sent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-19
Grosse Ile, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Dear CFPB, I continued to have issues with my mortgage servicer not apply payments made to my balance in a timely and appropriate manner.
On XX/XX/XXXX I made a payment on my mortgage. My servicer, NewRez/Shellpoint/XXXX etc says the payment was returned due to insufficient funds about ten days later. They notified me on XX/XX/XXXX that the payment was returned. I immediately contacted them with evidence that the payment was made on time : a receipt showing a successful bill pay confirmation and a redacted statement showing the balance taken out.
On XX/XX/XXXX I was contacted by Shellpoint who said that the payment was returned due to insufficient funds. I explained that there were sufficient funds in the account and that there was no subsequent redeposit of the ACH. We contacted XXXX immediately and I authorized them to confirm these facts, which they did with the agent. The agent confirmed these facts and said she would research it.
On XX/XX/XXXX no one had contacted me so I asked about the status of my complaint. The agent said I needed to submit confirmation that the balance was available and had not been redeposited. I submitted a full, unredacted statement to this effect despite my concerns about privacy and despite it being redundant with what the bank representative confirmed on the phone a week prior.
The bank confirmed that there were sufficient funds and there was no returned ACH. This is in direct contradiction to the claim made by NewRez that the ACH was returned due to insufficient funds. We both can not be right. I am right, there was more than 50x the balance due in that account at the time of the transaction. The ACH was never returned to my account. This was confirmed by the bank directly with the agent and via direct documentation. NewRez contends that they asked for this documentary evidence prior to today but I was assured on the phone that submitting a redacted statement would be sufficient early in XX/XX/XXXX, was not asked for it in subsequent phone calls, and only asked for it today ( XX/XX/XXXX ).
This is not the first time NewRez has failed to apply funds in a timely manner and charged me fees. This is the first time it has taken a half dozen phone calls and more than a month without a resolution.
I have been more than responsive to their request for information and been assured at every step that the information I had provided was sufficient. They take weeks to respond only to request information that has already been provided.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-10-18
Jersey City, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-18
Las Vegas, NV
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our mortgage got sold to Shellpoint Mortgage a few years ago. My sister and I have paid our mortgage on time every month. Shellpoint adds hundreds of dollars a month in arbitrary fees making it impossible to keep it paid up. Last XX/XX/XXXX they sent a letter saying they were going to foreclose on our house due to these fees. I got the money ( over {$2700.00} ) to pay them. In XX/XX/XXXX of last year they sent me a letter saying we were paid up.Then in XX/XX/XXXX of this year the payment statement said we had extra fees of {$660.00}! It has increased every month since then. I have talked to them and sent letters to no avail. This week they sent us a letter similar to the one we had last XX/XX/XXXX saying they were going to foreclose due to these fees again. They say now we owe {$5400.00} in fees. I don't have any money to pay that and shouldn't have to. I have talked to a lot of people I know and they don't have these kinds of fees to pay and we have never had them either until we got Shellpoint as our mortgage company.
In 2006, we made a big mistake in trusting the husband of a co-worker who promised us to get us into a fixed rate rather than the adjustable rate. We met with him 3 times. He ended up giving us another adjustable rate which we didn't know. He also had our house ( that is old and falling apart ) appraised for three times more that it was worth so increasing our payment by a lot of money. We did not get money from his refinancing but we found out years later that he had two checks written out for him with our money for over {$50000.00}. I tried to get help with this mess back then and NO ONE would help us. We have lived in this house for over 25 years and we will never own it and we have paid a fortune for it! When we bought it, it was for {$120000.00} and when he refinanced it, the loan was for {$380000.00}. Our lives have been miserable since this happened. We have our mother and adult nephew ( who doesn't work ) living with us so it is important to have a place for us to live! We have tried everything we know how to do to keep this house.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-18
Chula Vista, 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
2019-10-17
Brunswick, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2019-10-17
NY
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: New Rez lender refinanced an owner finance loan. A 2 parcel 168 acres total. The residence financed is on 46 acres, the balance of acreage classified as 'excess land '. The property entirety was appraised out at {$240000.00}. My loan amount then was {$160000.00}. Someone placed a lien on the excess inhibiting me from selling a portion of excess land 80 acres. Had a buyer contract, the buyer walked leaving me with {$1200.00} legal fees due to the lender refusing to do a partial release. Someone also subdivided the 168 acres 2 parcels to 4. Do not know who, I never signed with the county to do so. Someone therefore took ownership of the balance of acreage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-16
Lena, OH
Attempts to collect debt not owed
Debt collection: Mortgage debt
Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-16
Bonney Lake, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX my contract was sold to Shellpoint Mortgage. My contract specifically states that I am to pay my own homeowners insurance. Shellpoint/NewRez took it upon themselves to pay the insurance in XX/XX/XXXX for {$560.00} after I had made my payment to XXXX XXXX for {$120.00}. XXXX returned my payment to me. I contacted them to find out to my surprise that Shellpoint/NewRez had already payed them.I informed them that Shellpoint/NewRez was not suppose to do that because my contract states I pay my own premiums. For 8 months my mortgage amount did not change so in XX/XX/XXXX I re-embursed Shellpoint/NewRez the {$560.00} thinking that this would correct the problem. It didn, t. It made it worse. In XXXX of XXXX Shellpoint/NewRez raised my payments to {$800.00} a month from {$670.00}. I contacted them and asked why they did not credit my account with the {$560.00} payment I made back in XX/XX/XXXX. I was told they didn, t know. I then asked them why they paid my insurance they told me that they can.The rep told me that she was looking at a document that said that my insurance was in escrow.So I asked her to send me a copy of it and she then told me that I couldn, t request a copy and then hung up. I was not given credit for the {$560.00} that I sent them untill XX/XX/XXXX. It took them two and a half months to finally credit the payment. In XXXX of XXXX I received notice from XXXX XXXX that my premiums were due. I paid them on XX/XX/XXXX in full {$580.00}. To my surprise on XX/XX/XXXX Shellpoint/NewRez paid the premiums again. They then started to come after me for it and took my mortgage payments and applied them toward the insurance premiums putting me in default. I contacted them by phone and by mail to get this corrected and they put me in pre-forclosure. They now say that I am a month behind on my payments. They also raised my payments to {$970.00} a month now. They hit me with late fees that I should not be hit with because this was clearly their mistake. When a company purchases your contract aren, t they suppose to abide by the terms and conditions of the contract? They say they don, t have to because the Deed of trust says that they can do this. So then why do we even sign contracts anyway if they don, t abide by it. This is a problem that they refuse to correct.My payment should only be according to my contract {$670.00}. They now say that my payments are suppose to be {$720.00}. I don, t know if you can do anything about this I would really appreciate it. Thank You!
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-10-16
Brooklyn, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I recently participated in the loss mitigation process with my loan servicer after completing the trial mod payment process. However a copy of the permanent loan modification was never sent to me in the mail and also a copy was never sent to by email. I contacted my mortgage servicer about the discrepancy in a qualified written request which was received by my lien servicer on XX/XX/2019. My mortgage servicer has not answered my request as required by law or provided me a copy of the permanent loan modification as promised by email and or by phone when I spoke to the mortgage servicer about the process.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-15
TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have requested a simple VOM ( verification of mortgage ) document be completed by my mortgage lender, Shellpoint Loan Servicing, but they do not respond which is causing my new mortgage company to delay submitting loan to underwriting. I have emailed, phone, sent written signed authorization requesting the form be completed and for them to speak with my new mortgage company officer about any questions but continue to refuse to do so. The delay is causing me loss of funds.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-15
Palos Park, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-10-15
Pacifica, 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
2019-10-15
Chesapeake, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-14
VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was transferred to NewRez Shellpoint in XX/XX/XXXX/XX/XX/XXXX. I made the XX/XX/XXXX and XX/XX/XXXX payments on time via electronic payment. I set up a recurring payment starting in the month of XX/XX/XXXX. When money was not drafted from my bank account, I checked the NewRez/Shellpoint website and the recurring payment had not worked. I paid the mortgage immediately. I was charge an {$85.00} late fee. I never agreed to any terms that I'm aware of regarding the late fee and did not pick NewRez/Shellpoint as my mortgage servicing company.
I tried to set up the recurring payment again in XX/XX/XXXX, but wasn't able to ( this time I believe because of the late fee that was on the account ), so paid the XX/XX/XXXX balance on time. I called in on 2 separate occasions to dispute the late fee charge and was told a complaint would be submitted and that they would reach out to me with the results via phone or email. They did not contact me. Upon calling in, I asked to speak to a manager and was told one wasn't available, but that the fee would not be reversed. Upon my 3rd or 4th time calling in, I was able to speak to a manager who accused me of lying, that the charge would not be reversed, and that I could submit a complaint via email, but when I asked who that email would be sent to, it was clear it would be sent to the manager I was speaking to.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-14
Neotsu, OR
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loans ( 2 ) were transferred just after funding, and prior to first payment. Payment was already set up electronically as per the instructions at closing. Payment was made electronically on time but wasn't credited for over 10 days. I expect my payment to be posted and principal and interest calculated on the day payment was received by the originator as directed. I have called to make this request only to be given excuses. I have also emailed the new servicer. I have included the email sent to the new servicer here : [email protected] Loans XXXX My loan was recently transferred to Shellpoint from XXXX.
The first payment on the loan was Due XX/XX/2019 as the loan just recently funded. I closed on the property and flew to XXXX for the month of XXXX. In order to make sure payment was made on time, I had set up electronic payments to the lender ( XXXX XXXX ) before leaving the country.
When I arrived home, I find that XXXX transferred the mortgage to Shellpoint. XXXX received my payments on XX/XX/2019, I called Shellpoint to make sure that payment was transferred only to be told it was my responsibility to sent supporting documentation. I was dismayed by the response. I followed up with XXXX to make sure payments were received and would be forwarded to Shellpoint, which they verified.
I looked in the Customer Service Portal on Shellpoint and see that payments were credited as of the XXXX of XXXX. Due to the poor timing of this transfer, I expect payments to be credited on XX/XX/2019, the date they were received by XXXX Mortgage. I have attached copies of my bill bay payment trackers and reciepts from my credit union for your verification.
I will also send copy of this message to the Consumer Financial Protection Bureau in the form of a formal complaint and violation of 12CFR Part 1024 in regards to mortgage transfers.
My experience with your customer service department has been very frustrating.
Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, OR XXXX I included attachments with the email that I will add below Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-14
Mia Shores, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: COMPANY : SHELLPOINT/ACCT # XXXX On XX/XX/XXXX Shellpoint sent me letters stating that my flood insurance is inadequate, I called the company and told them they were in error and I also called my insurance agent Ms XXXX XXXX of XXXX XXXX phone # XXXX. I instructed her to provide Shellpoint with the necessary proof of insurance coverage since XXXX to present and she did.
on XX/XX/XXXX. XXXX I received a letter from shellpoint thanking me for providing acceptable policy for the referenced property. The also said and I quote " The policy you have submitted will replace the previous insurance information we have on record ''.
On XX/XX/XXXX I receive another letter stating the same as in their XX/XX/XXXX letter. On XX/XX/XXXX I again had my Insurance agent re-send my insurance documents as I did in XXXX.
I have since gotten letters XX/XX/XXXX and XX/XX/XXXX and XXXX stating erroneous claims that my hazard insurance has expired and that I do not have adequate flood insurance.
I have spoken to Ms XXXX, Supervisor who work for shellpoint ON XX/XX/XXXX and request that Shellpoint cease and desist sending me these harassing erroneous letters. I also requested that they not place a lender placed flood insurance policy on my loan as that would be fraudulent.
Shellppont IS BEING RAPACIOUS AND PREDATORY! and is sending harassing erroneous insurance claims to us.
Please assist with stopping this harassment. Thank you Sincerely XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-10-14
Clermont, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Shellpoint Mortgage and XXXX XXXX XXXX continue to push the envelope attempting to defraud the consumer.
Shellpoint Mortgage continues to state XXXX XXXXXXXX XXXX assessed the disputed charges of {$2500.00} in XX/XX/XXXX. I have attached copies of our account history and the transactions posted history neither of which supports Shellpoint Mortgages claim. Shellpoint Mortgage assessed those charges to our account subsequent to XX/XX/XXXX which is the date they purchased and transferred our mortgage.
Weve been told this is a Forbearance Fee, recording fees, filing fees, late fees and inspection fees, etc.. This is just another indication they are attempting to defraud us.
Shellpoint Mortgage continues to tell us this is a non-interest bearing fee and has no impact on our account. However on XX/XX/XXXX they sent us a NOTICE OF DAFAULT AND INTENT TO ACCELERATE. On XXXX XXXX our XXXX payment and the disputed amount of {$2500.00} was outstanding. Weve been told these fees are not considered past due and will not trigger a default.
We should not have to hire an attorney at our expense to defend ourselves against blatant attempts to defraud us and take our home.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-12
Washington, DC
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation