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 9
2019-09-10
Juniper Hills, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: CFPB - Please publish to allow fellow consumers to know about dealing with NewRez Mortgage. Despite proving the company that my mortgage is at a 54% loan to value ratio, NewRez has shown the almost intentional inability to drop mortgage insurance from my home. The customer service department is not equipped to handle requests and they are not able to effectively communicate with the loan service department. I've called 15+ times and never get a straight answer on when the PMI will be removed. Here is summary of what seems like "suspiciously intentional" actions to not remove PMI from my loan becasue it is not in the best interest of the bank. I informed New Rez after a comparative market anaylsis from a licensed real estate agent that the improvements and the area appreciation put the LTV (loan-to-value) ratio of the mortgaged property somewhere between 50-60%. This value far exceeds the legal requirement for PMI removal at LTV of 80% or less. Below is a timeline of actions I have attempted to engage NewRez to action on PMI insurance: XXXX XXXX: A Rez Agent was contacted and the request for PMI removal was made. The Agent stated that I would receive a resolution or call to action letter in 10 business days. No letter was delivered. XXXX XXXX: I contacted NewRez again and inquired about the status. This Agent informed me that my request on XXXX XXXX was closed with no call to action submitted to the right department. After this conversation a formal written PMI removal request letter was emailed to the loan servicing center. I was informed this request would take another 10 business days to process. XXXX XXXX: Contacted NewRez to followup. A manager answered the call and stated that the request was never sent to the loan processing department. The manager put the stat on the request and stated it would be resolved very soon. I was told I would receive an email or voicemail sometime that day to let me know where my request was at. No email or voicemail with any information was received. XXXX XXXX: Contacted NewRez manager again and was told the same thing that it would be expedited through loan processing. XXXX XXXX: Contacted NewRez manager and no new information was provided. I was told that they will put another stat order. XXXX XXXX I submitted a complaint to the XXXX XXXX XXXX. XXXX XXXX: I received a call to action and paid for a BPO appraisal. XXXX XXXXXXXX I contacted customer service and was told no BPO appraisal was ordered and that the issue would be elevated. Upon hearing this, I decided to order my own independent appraisal since nothing was being accomplished. XXXX XXXXt: Sent NewRez private appraisal from a different banking showing beyond a reasonable doubt the loan to value ratio was 56%. XXXX XXXX: Contacted customer service and again no movement even though I was told it was elevated and the appraisal was received. After a long list PMI failed suspense and/or poor bureaucratic processes, I get the feeling the company is intentional making it VERY difficult for any action on such requests because it is not in the best interest of the mortgage company rather than looking out for the best interest of the consumer.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-09-10
Discovery Bay, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: i have been in contact with my lender Shellpoint regarding assistance with my home for quite some time with no results. They have repeatedly given me problems such as losing my documents, losing 3rd party authorizations, and at the end, refusing to request a figures for me to try and keep my home. I reached out to Shellpoint regarding a payoff and have been refused this info.. I was told they cant provide me estimated figures and Shellpoint also refused to order me one. That is their obligation to me. I am in default and in the process of getting a new loan to pay back ALL monies owed to Shellpoint as well as the foreclosing attorney/trustee quality loan. I stated to Shellpoint what my intention was, and they were of no assistance to me. I finally got the APPROVAL DOCUMENTS and now am being told by Shell Point that they do not even want to see the approval. That they do NOT want the money that is owed to them. I spoke to the SPC XXXX XXXX and she stated to send in the approval and that she would order a fresh pay off. It appears that XXXX XXXX was just giving me the run around as I sent the approval and now other Shellpoint employees are telling me otherwise.. I am getting contradicting info from every rep that I speak to. I have spoken to countless reps within Shellpoints institution, including supervisors, and no one has done anything to assist me. ( XXXX XXXX x XXXX was completely rude, Supervisor XXXX XXXX stated that they will not postpone even with an approval, XXXX XXXX x XXXX stated that she WOULD place the pp request and then came back and said she was told she couldnt place it ) I have been given the run around, transferred countless time, and disconnected on. I truly believe Shellpoint is discriminating against me and my family based on my race, ethnicity, and national origin, and that they prefer for me to lose my home instead of giving me the opportunity to keep my home. There is no tangible reason why they would not assist me with the steps needed to prove to them I was getting a new loan. I am requesting a pp of my sale date so that the loan can close, and all parties can be paid. It doesnt make sense that Shellpoint is refusing to have the debt paid off in full.I called the trustee/ Attorney and stated that I have the approval and requesting them to assist me and they stated they can't. They stated I need to deal directly with Shellpoint. I am demanding my sale date be postponed or I will move forward naming Shellpoint and Foreclosing Attorney XXXX XXXX XXXX as defendants in Civil Court.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-10
Reidsville, NC
Trouble during payment process
Mortgage: VA mortgage
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-09-09
Mesa, AZ
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 complaint is the result of an isolated error Closed with explanation
2019-09-09
MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX we submitted a borrower request to cancel Mortgage insurance on our mortgage. We were told by loan servicing rep that we were eligible and that their system showed our LTV at 78.3 % of our original value and loan. thus they would automatically be dropping the MI. I have followed up numerous times and each time I get the run around. after emailing back and forth and also speaking with customer service reps they sent me an email needing proof and authorization from my husband that I am authorized for SHellpoint/New Rez to speak with on behalf of him. I find this to be a major violation on their part, after he fact. Granted I am not on the loan and have stated so since so inception. I disclosed the fact that I am the wife and after all that time and the divulging of personal information on multiple occasions they finally want to identify my relationship. A bit too late as the violation already occurred long before any attempt to seek authorization. Lucky for them It is me and not someone else, We sent the auth on XX/XX/XXXX. that said, I spoke to an agent last week and was told it would be a 7-9 days to fully remove the MI and that they had an automated valuation done in the system so no appraisal was needed. Today when I called again, I was told we XXXX requires a full appraisal when in fact the guidelines for XXXX only specify a BPO not a full URAR. I am beyond upset at the lack of professionalism all around, in not seeking permission 1st before releasing relevant information via phone and email and about the contestant run around with regards to cancelling our MI. We have been trying to locate a number and email to complain directly with the office of the President for ShellPoint /New Rez but can not seem to locate any such intel on their website. Our complaint is twofold : 1 ) Lack of authorization requested upfront to disclose intel. We are newly married.
2 ) Lack of professionalism in handling a simple borrower requested MI cancellation when XXXX says a min of 5 Years in loan with on tie payments and a LTV < 80 % we meet this criteria and want Shellpoint to remove our MI immediately. We were told XX/XX/XXXX and now they want a full Appraisal which will force us into XX/XX/19. I do not feel we should be charged for their incompetence. They need to rectify this ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-08
Sarasota, FL
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Their investigation did not fix an error on your report
Complaint: Mortgage initially started with XXXX and I was under FEMA forbearance. I signed modification papers have them notarized in overnight at them back. XXXX never recorded the documents and sold my mortgage to Shell point. I can't get them to understand that there are 3 credit reporting agencies. They have corrected my report on 1 and not the other 2. I reported them to the better business bureau multiple occasions because they won't make the corrections nor will they respond to any emails. Total lack of common sense. This goes way neck to Irma and they still can't get it right. Them and XXXX. Totally shady companies to deal with. XXXX can't even file the proper paperwork. They never even recorded my modification
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-09-06
Mabank, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-09-05
Santa Rosa, 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
2019-09-05
Washington, 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
2019-09-04
PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX XXXX sold my mortgage to Shellpoint Mortgage Servicing effective XX/XX/XXXX. There was a deferred payment amount of {$2300.00} that was placed at the end of the loan due to a Home Loan Modification completed in XXXX of XXXX. When Shellpoint took over the loan they tried to collect the fees and put them in past due fees. This has prevented me from making my payments online because an error message comes up that says you cant make payments when you have outstanding fees. Ive called numerous times and sent emails to customer service, each time I was told the fee would be moved to deferred payments so I would be able to make online payments. I was told the issue would be handled in 3-5 business days and its been well over a month and they are adding this fee to my mortgage payment. When I asked if they were reporting this amount to the credit bureaus as a past due amount I got no response. Before my mortgage was transferred I was able to make payments with no problems.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-09-04
Lowell, AR
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Shellpoint Mortgage transferred our loan to XXXX on XX/XX/2019. Our regular payment ( via ACH ) arrived to Shellpoint on the same day. Shellpoint lost our payment. I have proof of the payment. Shellpoint will not send our payment to XXXX or refund our money. I have called Shellpoint several times and the problem has not been resolved. A similar situation happened the previous month ; our Bank sent an ACH to Shellpoint on XX/XX/2019 for our XXXX mortgage payment and it finally cleared on XX/XX/2019. I am a XXXX year old home owner with a perfect payment record. I have worked extremely hard to protect my credit rating. I have been treated unfairly by Shellpoint and feel powerless to influence them to refund the payment or send it to XXXX. Can you help?
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-09-03
Chicago, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Shellpoint is the servicer of my mortgage. Per the terms of my mortgage, the property taxes are escrowed for payment by Shellpoint. Today I went to my County website and saw that my tax bill that was due on XX/XX/XXXX has not been paid. To compound my frustration, I am accruing late fees as a result of the non-payment from Shellpoint. This is particularly frustrating because I am in the process of refinancing this week, and I have been told by the new lender that I must bring a check for the past due taxes to closing, and I do not have the funds available in my personal account to do so. Their customer service agents have been no help, and will only say that they will " look in to it '' with no indication on how long it will take to resolve. Due to Shellpoints error, I will now miss the refinance rate that I was quoted and will not be able to refinance this week, that would have allowed me to take advantage of an improved rate.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-09-03
Traver, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Hello I am writing this concern/complaint regarding my mother 's house that is in foreclosure. I am not sure where to turn to for help other than here.
My mother passed away in 2015 and she was the owner of the house. My mother 's name is on the mortgage as well the sole payee. Once she passed, the mortgage was unable to be taken care of. My father ( Senior Citizen ) could not take care of the payment, for it was too high. He went into XXXX XXXX.
The original loan was handled by XXXX. My sister tried to work with them, but they toiled with her for so many months. Then, one day, the loan was given to ShellPoint Mortgage which we are still confused about. We tried to work with them, but nothing. After that, we were told that someone else is in charge of our loan, but have no idea who.
We are in state of confusion about what is happening. No one is talking to us or explaining really what is happening.
I read that you have policies in place to protect the passing of loved one 's who where owner 's of homes, as well the heirs to the homes. We were not given any instruction or help in regards to that.
At this point, we are in dire need. We were not aware of your service before and looking to you for help.
The amount of the loan is around {$300000.00}. My mother was the owner. The original bank owner was XXXX. We are based out of XXXX, California.
My email is : XXXX Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-03
N Hollywood, CA
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-09-03
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-09-03
Coto De Caza, 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
2019-08-31
Niles, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Shellpoint Mortgage Servicing had placed on my statement date, XX/XX/2019 the 'new ' loan servicer added an unnecessary, unexplained XXXX appraisal cost of {$99.00}. They refuse to remove it and have no legal right to add the additional, unqualified {$99.00} appraisal cost to my loan.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-31
Wrentham, MA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I want to submit a complaint towards Shellpoint Mortgage XXXX XXXX XXXX XXXX MI XXXX regarding unfair and suspicious escrow practices. This past XX/XX/2019 this mortgage company claimed I was short escrow by 5000 plus dollars and increased my payment by 500 about dollars to be a now unaffordable payment that I can not afford. They are now sending me certified mailings threatening foreclosure. They are calculating my escrow to be XXXX plus dollars a month which yearly adds to well over 12000 dollars. My town taxes hazard and flood insurances dont come anywhere near that amount and I can not get a satisfactory answer why it is so high. This has happened before and I had the escrow payments spread out so I could afford the mortgage. Now that it has happened again im at my wits end. Im afraid of losing my house and I dont know what to do. Im hoping Hud can mediate and get down to what exactly is going on with my escrow.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-30
Brooklyn, NY
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-30
NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: An insurance claim for roof damage was submitted on lender based insurance, after a storm, in XXXX.The mortgage was sold out to Shellpoint before the claim was completed. The mortgage was delinquent at that time due to my mothers illness. My mother passed away after the mortgage buy out. I did not have knowledge that the claim would continue after my mothers passing. Shellpoint agreed to let me ( her daughter ) assume the loan. In XX/XX/XXXX, Shellpoint contacted me for the first time about this insurance claim from XXXX. I supplied all the required documents and began to feel that I was being given the run around. Shellpoint would claim they received some documents but not others even though they were sent in the same email or the roofers insurance had expired, etc. The roofing company also contacted Shellpoint after Shellpoint continued to say the paperwork from the company was not correct. I was told, by Shellpoint, to contact three different insurance agencies ( XXXX XXXX, XXXX, and XXXX XXXX XXXX ) for information on the claim even though Shellpoint had access to this information the whole time. After speaking with XXXX XXXX XXXX on XXXX XXXX, I learned Shellpoint had received about half the claim amount ( {$2000.00} ) at the time of the mortgage buy out and the remainder was available as recoverable depreciation that required action on the claim in a certain amount of time. After contacting Shellpoint, regarding this information from XXXX XXXX, I was told the funds had been placed in a restricted escrow account from the time of the mortgage buy out and I had lost any capacity to recover the depreciation.I believe the only reason Shellpoint ever informed me of the claim funds was because of the loan assumption. XXXX released the first insurance payment of XXXX dollars on XXXX, XXXX. The next disbursement would be when 50 percent of roof was complete. I informed Shellpoint no one can start a roof repair through a roofing company with only XXXX dollars. I asked that all the funds be released. Shellpoint said this was not an option because the loan was delinquent at the time of Insurance claim 5 years ago so Shellpoint had to allocate funds in this manner to assure the funds were used to improve the property. So Shellpoint doesnt trust me with the lump sum of XXXX XXXX dollars of claim funds but they agreed to let me assume the much larger mortgage note. I have received annual escrow reports over the years and never to my knowledge were the claim funds represented on any report. I believe Shellpoint thought the property would be foreclosed on and Shellpoint intended to keep the insurance claim funds. Due to this extended situation, the home has continued to suffer related damage. Had Shellpoint been transparent and communicated with me the roof could have been repaired years ago. I have contacted Shellpoint on numerous occasions including but not limited to the following dates : XX/XX/XXXX & XXXX, XXXX XXXX, XX/XX/XXXX & XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX was the Shellpoint insurance contact.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-30
Bridgeport, CT
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Since XX/XX/2019, I have been contacting New Rez LLC regarding our FHA Loan and the PMI cancellation. My spouse and I were denied on that inquiry, and resubmitted the request in XX/XX/2019 after making an additional principal only payment of {$1000.00}. On XX/XX/XXXX, the company acknowledges receipt of the payment and new request to remove PMI from the loan. The status of the inquiry sat pending from XX/XX/XXXX, until XX/XX/2019. After numerous phone calls from XX/XX/2019 through today, XX/XX/2019, I had gotten no where with the company. We believe at this point that there should be a refund of a couple payments of PMI that should've already been off the loan by now. Terrible customer service with no answers, or follow through that was stated on many of their calls.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-08-30
Greendale, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-29
GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Lender Placed flood insurance was purchased by the mortgage company even though the house was destroyed by fire and the mortgage company was aware of this and had all the official documentation sent to them outlining that the house was a total loss, flood insurance could not exist on property without a house etc. they have refused to refund the lender placed insurance back into our escrow account thus causing our monthly payment to increase.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-29
Leary, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-29
Florence, SC
Took or threatened to take negative or legal action
Debt collection: Mortgage debt
Seized or attempted to seize your property
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation