Shellpoint Partners, LLC

2019-10-11

Superstition Mtn, AZ

Trouble during payment process

Mortgage: VA mortgage

Complaint: Today XX/XX/19 I received an email from NewRez stating my mortgage payment is handled by them and my payment is due XX/XX/19 ... .I never received any correspondence from the original loan servicer ( XXXX ) stating they sold the loan. My paperwork from XXXX that I signed says my first payment is due XX/XX/19 ... ..I called NewRez ( which was recorded ) and they are telling me my payment is due XX/XX/19 which is totally incorrect.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Timely Response

2019-10-10

Plymouth, MI

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-10

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In the last quarter XXXX was two months behind on my mortgage payment During XXXX XXXX and XXXX I made six XXXX XXXX bill pay payments to XXXX XXXX. to the total amount of over {$10000.00} each time I made a payment the automated system told me my last payment was in XXXX which was incorrect In XX/XX/XXXX A new company became my mortgage lender or loan servicer shellpoint mortgage I contacted them to find out what was going on and they told me there were no records of the {$10000.00} I paid my previous servicer And in order to avoid escalation I need to pay {$5000.00} immediately I beg borrow and steal from friends and family and came up with the {$5000.00} and paid them and asking them to check into the {$10000.00} I previously paid and they asked me to send my proof of payments in witch I did email the proof to Mrs XXXX at shellpoint she gave me her email address and I followed up my emails of documentation with a questions for a months did she get the documents does she understand everything? I found out from another shellpoint representative that she can not receive emails nor replied to them The documents needed to go to loss mitigation or Loan Servicing 2 more months were wasted on this nonsense and I immediately sent the documents to the newly given email address and again contacted them and asked to speak to someone about this No one was available and of course they said they call me back They did not So I called in shellpoint and paid another {$2000.00} in XX/XX/XXXXand asked to speak to customer service because I was getting angry after several phone loops and department switching I finally got a hold of someone who left a message with themAnd I am awaiting a supervisor return my 3 phone calls asking for customer service help This has not happened Tbey no point mortgage Or telling meAs of todayor telling me XXXX I am five months delinquent This is impossible My mortgage payment is {$1100.00} a month since XX/XX/XXXX I have paid them {$17000.00} Full year of payments to my mortgage company is only {$13000.00} I have paid them {$17000.00} and they say Im five months behind and I can get no one to assist me with this they gave me a single point of contact to assist me he told me he cant do it, but he can except a payment Shellpoint mortgage is doing nothing to assist me with unique issue no matter who I speak to or how many times I verbally repeat myself Or continually email them about my situation nothing is done and I get the same old answers This problem started with my previous lender XXXX and it seems as if no one cares about my situation I need help!! Thank You XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-10

Wesley Chapel, FL

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

2019-10-09

Lake Havasu City, AZ

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

2019-10-08

Chula Vista, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The company in question is : XXXX, XXXX, XXXX XXXX XXXX, XXXX . XXXX, XXXX, SC XXXX. I filed a complaint with the XXXX XXXX XXXX to no resolve. They recommended I pursue this avenue for a possible resolution. I have drafted a letter to your office and I need to attach for your review. Thank you.
Company Response: Closed with explanation

Timely Response

2019-10-08

Halyoke, MA

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

2019-10-08

Englishtown, NJ

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

2019-10-08

Hardwick, MA

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: Submitted complaint # XXXX to which I have a response from XXXX XXXX in the Compliance department stating that the XXXX and XXXX payments would be corrected to show they were not late ( they were changed in error by New Rez XXXX, it also stated that the XXXX, 2019 payment would also be corrected as this was an error with the account number. XXXX stated in the letter to give it a few days for CRA 's to update and I have done that. This is now XX/XX/XXXX and the still are not showing corrected. There was no E-Oscar number given in the letter to show it was done electronically XXXX would take 72 hours to update CRA 's ) I have called XXXX XXXX multiple times with no response and emailed XXXX XXXX XXXX multiple time again with no response. I have called customer service multiple times and they can not see what compliance has done nor the letter that was sent, so they have not been able to help. My house is going to be selling and currently I have no home or apartment to go into because of this situation. Please correct the CRA 's and send the E-Oscar number to get my credit corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-07

Mabank, TX

Improper use of your report

Mortgage: Conventional home mortgage

Complaint: Mid XX/XX/2019 my husband received a letter from our previous lender stating his mortgage loan was being transferred effective XX/XX/2019. By mid XX/XX/XXXX We received a letter from the new servicer dated XX/XX/2019 and I noticed my name on the mortgage letter which had never been previously. The month of XX/XX/XXXX a statement was mailed out and again my name was on it as well. This set off a red flag which caused me to look at my credit report. I did get a couple of emails that were not read earlier but I paid it no attention. ( Previously we tried to refi to combine an 80/20 but were told it failed though due to a high DTI ratio. ) I'm not into debt this high because it's very stressful. This is stress and hard for me to sleep knowing I have this to think about. I like keeping my financials under XXXX. I pulled my credit report and found out this company has taken it upon themselves to add me to a mortgage in the amount of {$140000.00}. Wow this is crazy. Mid XX/XX/XXXX I requested a copy of the original Note and it was emailed. ( See attached ) I later called the customer service department and the did not have a clue as to why my name was added.
Company Response: Closed with non-monetary relief

Timely Response

2019-10-07

Newnan, GA

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

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

Problem with personal statement of dispute
Complaint: My mortgage loan was bought and sold several times within the first year of my family owning our home. This is a secondary mortgage loan. In XXXX, I made a payment to my previous lender based on an ACH already setup, not knowing the loan was bought by a new lender. After realizing the buyout had taken place, I checked the new lender site on XX/XX/XXXX to make a payment. I made two payments of {$48.00} ( {$96.00} total ) thinking I was making payment for XXXX and XXXX. The loan was bought out XX/XX/XXXX. I thought it started XX/XX/XXXX. I was never notified of a late payment in XXXX, because apparently I was only making a payment for XXXX and XXXX. I never received a phone call, email, or a letter in the mail notifying of the late notice. I now have a 30+ late notice on my credit for XX/XX/2019 for a {$50.00} secondary loan payment I was never notified about. We are in the process of re-financing our home to payoff this secondary mortgage that has been bought and sold multiple times of the last year causing a lot of confusion.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-07

Houston, TX

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I was given Exhibit A on XX/XX/XXXX, after my repeated request asking Mr. XXXX XXXX for a receipt where he paid {$230000.00} cash for our property. and Shellpoint Mortgage Servicing XXXX XXXX, provided him with an obsolete HUD-1 Settlement Statement, Exhibit A. As you compare my 1999 HUD-1, Exhibit, you can see the lines at the bottom of the page and upper and lower small print statement vary, you can see where it is a crime to engage in Mortgage fraud. Therefore, I submit my complaint for violations of the 18 U.S. C. 1018 1010. It is a crime to use a HUD-1 form as proof of a sell/purchase normally reserved for loans and refinancing. However, the HUD-1 form used is obsolete as of XXXX, and it is not signed by the purchaser nor is there a wire transfer number for funds received or a check number for this so-called transaction that Ms. XXXX XXXX of Shellpoint Mortgage Servicing provided as proof of payment which is a fraud. XXXX XXXX did not pay one cent for our property and Shellpoint is using this obsolete HUD-1 form in a civil matter to deceive in which CFPB is supposed to protect the consumer from.
Company Response: Closed with explanation

Timely Response

2019-10-07

Lexington, KY

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Complaint: Shellpoint Mortgage illegally trespassed in a attempt to collect a debt not owed. On XX/XX/XXXX a representative of Shellpoint Mortgage illegally removed locks from my doors, shut off my utilities, removed plumbing and said to me my house was being foreclosed on. The police were called and the representative of Shellpoint Mortgage told the police I was being foreclosed on. I DO NOT NOR HAVE I EVER HAD A MORTGAGE WITH ANYONE SHELLPOINT MORTGAGE REPRESENTS. I purchased the home from the XXXX County Kentucky Master Commissioner over three ( 3 ) years ago. Any rights of a lender would have been released at that time. I have since found out that Shellpoint Mortgage is trying to collect a old debt from a previous owner. Since the XXXX Shellpoint has come back and put more stickers on my doors.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Untimely Response

2019-10-05

FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: TMy access to my account through the online customer portal is showing several payments, disbursements, and transactions on dates that dont make logical sense. There are 12 transaction line items in XXXX alone. Additional concerns are : My principal isnt decreasing at a normal rate Shellpoint has not replied regarding my appraisal request to eliminate PMI from my loan ; although, shellpoint took payment over a month ago Shellpoint removed late payments from my credit report when I participated in a Hurricane Irma forbearance plan, then issued a letter to me stating the payments were being taken away, and then reapplied the late payments to my credit report. Why were the payments reapplied to my credit report? My loan was modified earlier in 2019 due to my participation in the Hurricane Irma Forbearance plan. Docs were completed by a Shellpoint notary representative for the modification to be completed. I received word the modification was completed and my loan was in good standing. Just this week, I just received new modification documents. I was promised all of my payments from the last two years that have not been applied to my loan would be applied immediately after I completed the modification. These payments still have not been applied to my loan. When will all of this be addressed. Ive been dealing with this for over a year. Please help me get this fixed.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-10-05

Bridgeport, CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am currently selling my home and the mortgage service, provider, stalled in providing me the correct information requested in the notice of error. I have requested via email to close my escrow account with no response.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-03

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have only been with NEW REZ for a couple months ( not by choice ). My loan was sold off. I went online to pay my mortgage ( never getting proper notice in the mail of any issues ) and my payment was increased by {$90.00} a month ( almost 1100 for the year ). Now I am a XXXX XXXX that does A LOT of business so I am very familiar with what can and cant take place. I called and requested someone to re look at it on the XXXX of XXXX That woman said my summer taxes increased by almost {$800.00} for the year ( untrue ). In the meantime, I went to my city and my taxes had extremely small increases and should have never made a difference since I paid an extra {$20.00} in my escrow 4 or 5 times and this company received my loan with a cushion. I called today again to get an update and was told the company decided I didn't need to have a second look. I thought that was extremely unprofessional especially by a company that never notified me with options. The first woman I spoke to was rude and wouldn't give me my next step ( actually told me to go back down to the city and send them the info as if that is MY JOB. I asked to speak to a supervisor who tried telling me that my summer taxes were 2700 something which is a BIG jump from last years XXXX ( she was comparing summer to winter ) and when I corrected her she started to back track. She then stated that NEW REZ has a different requirement for escrow cushions. I said " well we are now on reason 3 that doesn't make sense to an experienced XXXX so can I have someone call me, I really think this needs a second look. {$1100.00} for the year is ALOT of money to be short on a loan I just refinanced 12 months ago with the proper info. No sale or purchase has been made. She decided to become rude as well. I am now looking into refinancing just because my impression of the people in charge of the roof over my head isn't starting off as a good one. I do not trust this wont happen again and if I cant even get the correct answers or clarification than I feel sorry for the customers that do not have a XXXX or XXXX XXXX background. Something not right is going on here and I need to know what that is right away. I will make sure I no longer do business with ANY mortgage lender that allows NEW REZ to purchase loans and I absolutely will not have XXXX XXXX do business with NEW REZ.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-03

Yeagertown, PA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Our mortgage company, XXXX, went bankrupt in XX/XX/2019. Through XXXX and all antecedent mortgage companies, we always had Auto-Draft of payments, and we have therefore never missed a payment in the 18 years we have lived here, our first home. On XX/XX/2019, we received a letter from NewRez/Shellpoint, welcoming us to their family beginning XX/XX/2019, and assuring us that, and I quote, " Your Auto-Draft payments will continue. Our records show that you have been paying your mortgage by Auto-Draft. Good news : your Auto-Draft arrangements will carry over when your loan transfers to us. Your payments to us will be deducted from your account on the date and in the amount you arranged with your previous servicer. No action is required on your part. '' This document has been provided to our banking institution. Were we wrong to believe the documentation from the company? When we spoke with them over the past weeks after we received the dunning notice for late payment, they freely admitted that this was their error. We provided our routing information the last week of XXXX in a conversation with one of their representatives on a recorded line, and yet the XXXX payment was STILL not Auto-Drafted. And we were assured that this would not impact our credit. And yet, it has. A second call to a different agent to verify that the XXXX payment had gone through netted us the data that their agents are UNABLE to take bank routing over the phone and we would need to send them a voided check! I don't doubt that NewRez/Shellpoint has or will have thousands of these complaints as others in our situation realize that they, like us, are innocent victims of negligence on the part of this company. We resolved the overdue payment issue last week ( at least, we HOPE AND PRAY that it is resolved ), and still this credit issue is keeping us from a car loan that we certainly have the resources to repay. It is unfair that we are being punished for this, and in fact, I think that NewRez/Shellpoint should have to reimburse us, and all the others impacted, for the time, expense, and embarrassment of being repeatedly denied financial services that we have every reason and right to expect. You may believe that at least for the next three to six months, we will be verifying with our banking institution that the mortgage has been Auto-Drafted on time. As our past President Ronald Reagan said, " Trust, but verify ''. Thank you for your prompt attention in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-03

Davie, FL

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-03

Lake Lincolnd, 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

2019-10-02

Key Biscayne, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My dispute is with NewRez Financial regarding the cancellation of my PMI ( {$210.00} ) back on XX/XX/2019. Based on my property value, the PMI should be cancelled but unfortunately due to an error of the person who NewRez assigned to perform a BPO, the PMI still being charged on my mortgage. I've provided plenty of supporting documents to show the error in addition comparable sales around my property and almost 3 months later, NewRez has yet to provide me any feedback. I've called numerous times their Customer Service line and nobody seems to know what is going on and nobody returns my calls with any type of information. NewRez assumed my mortgage early this year and to say the least it's been a nightmare. Ironically enough NewRez constantly sends me offers to refinance my mortgage with a cash-out option obviously fully aware there's plenty of equity in my property and yet they won't cancel my PMI. This is a total scam and I'm very frustrated with them.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-10-02

Achille, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was sold to XXXX from XXXX XXXX XXXX. Loan number XXXX. Now the service of the loan originally done with XXXX has a fixed rate and no adjustment and max late fee of {$28.00}. I get my XXXX check on the second Tuesday of each month and make my house payment. Now this is being mail to different services address so I have no idea when they receive it. This company Shellpoint is attempting to charge some fee over {$500.00} for late. They need to follow original loan. And have only been with them for a few months but major problem with amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-02

Santa Rsa Bch, FL

Incorrect information on your report

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

Account information incorrect
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Timely Response

2019-10-01

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

2019-10-01

Arroyo Grande, 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

Timely Response

2019-10-01

S Charleston, WV

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