Date Received: 2022-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. The Filed Complaint.XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX They D'ont Have Legal Title XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX and XXXX Mortgage Servicer, Shellpoint Mortgage do not have the right to assign the Mortgage. The XXXX XXXX 's complaint states that it is an Illegal Assignment. Why are they being permitted to foreclose on my home. SEE ATTACHED Filed Complaint XXXX. Predatory & Fraudulent Loan Modification=No Credit for Mortgage Payments for 2 Years! XXXX XXXX XXXXXXXX offered the XXXX XXXX XXXX and kept the XXXX going for over 2 years! Although the payments were being made, my account did not receive credit. As per their Bank Register, the payments were posted as MISC Postings and did not post to my actual account. They treated it as some type of suspense because my principal balance did not move XXXX XXXX. SEE XXXX XXXX XXXX XXXXXXXX XXXX XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX {$150000.00} to Mortgage XXXX XXXX XXXX XXXX XXXX my mortgage payments and did not give me credit for them. They added over {$150000.00} to my mortgage balance and denied my loan modification. I truly believed that because I was XXXX, they proceeded to commit the crime and denied my loan. They had told me that I may qualify for a principal reduction from the Department of Justice and later said that i didn't qualify. SEE ATTACHED LETTER from XXXX The Bank Representative contacted me after I made my XXXX of 3 months XXXX payments XX/XX/XXXX, XXXX, XX/XX/XXXX of {$2100.00} and told me that they had made a mistake in calculations. At 2 % my payments were suppose to be {$1800.00}. She said that they would credit my next months payment and to pay the difference then continue with making the {$1800.00} payment. The abuse went on for over 2 years! They added the money to my balance as per their letter then XXXX became the mortgage Servicer. XXXX. XXXX XXXX XXXX XXXX, added to Principal Balance and Created a Deferred Balloon Payment! They completed the XXXX loan modification in 3 months at 2 %. Payments {$1800.00}. SEE ATTACHED Letter from XXXX I purchased my home in XXXX for {$350000.00} and put {$270000.00} down. I refinanced with other lenders. I refinanced with XXXX in XXXX. They went out of Business then I received noticed 2 months later that I would be making my payments to XXXX. I believe that my mortgage should be canceled. Penalties and damage payments should be made to me because of the fraud, predatory and discriminatory practices. Having been a Realtor for over 25 Years, this was a major default and embarrassment to me and my family. I had to pay a lot of money to fight the foreclosure that was fraudulently trying to include my adjacent lot. I had to file Bankruptcy to stop the foreclosure of this Illegal Mortgage and further damage my credit. The gross mortgage balance being reported on my credit report since XXXX was pure evil. Something most be done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07869
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for 18months forward Mortgage Payments from XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX XXXX. I had to file a complaint against my XXXX XXXX XXXX XXXX back in XX/XX/2022 because they were being delinquent in applying payments to my Mortgage per the XXXX award. Within in 24 hours of me filing the complaint payments began posting to my account. On XX/XX/2022 my Loan had been purchased by Newrez LLC. ACCT # XXXX. As of XX/XX/2022 Newrez has no information on the HAF award even though i have sent them the award letter. No XXXX payment has been made. Newrez advised me i have 60 days before i become delinquent. I do not understand why i should have to wait to be delinquent when they must have the Funds. Where would the funds be?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I purchased my current home via a VA mortgage. My property tax escrow amount was calculated using the previous years, XXXX, taxes. Sometime in either XXXX of XXXX of XXXX my mortgage was sold to XXXX XXXX XXXX In XXXX of XXXX I applied for a property tax exemption due to having a XXXX XXXX XXXX rating from the VA due XXXXXXXX XXXX XXXX This exemption was approved, exempting my property from property tax ( ad valorem ). However I would still be responsible for XXXX XXXX taxes ( CCD, sewer, and waste ) In the end of XXXX I received my XXXX official property tax bill which was {$2600.00}. This reflected the ad valorem taxes being exempt and just billed on non ad valorem taxes. XXXX paid this tax bill around the XXXX week of XXXX which was around the same time I called to inquire about receiving an excessive escrow funds disbursement and readjusting my monthly escrow payment. I was informed that they could not adjust the monthly escrow since the loan was under XXXX XXXX XXXX. However, XXXX was able to complete an escrow analysis and I received a disbursement check of around {$4500.00} on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX XXXX conducted an escrow analysis. During this analysis, the company did not use XXXX tax information but came up with an estimated tax bill of {$7000.00} for XXXX and XXXX. I do not know where that {$7000.00} figure came from but it was not from any official tax bill. My monthly escrow payment increased by {$18.00} instead of decreasing. The amount should have decreased by {$350.00} to reflect the property tax exemption. In the end of XXXX, XXXX. I received my XXXX tax bill which was {$2700.00} which was disbursed on XX/XX/XXXX. Once again my ad valorem tax bill was {$0.00} On XX/XX/XXXX my mortgage was sold to NewRez LLC. Both NewRez and XXXX XXXX loans are owned by the same company, XXXX XXXX. Around the second or third week of XXXX I called NewRez to inquire about disbursement of my excess escrow funds ( around {$4500.00} ) and to readjust my monthly escrow payment. I was told that the company potentially might not conduct the escrow analysis due to being a recently acquired mortgage. However, the request would still be submitted. On XX/XX/XXXX I called NewRez to inquire about the status of my request. I spoke to XXXX different representatives who all told me slightly differing and conflicting information. The last representative I spoke to informed my that the analysis was completed on XX/XX/XXXX. He told me the notes stated that I was exempt from ad valorem taxes in XXXX but still needed to pay non ad valorem taxes. The non ad valorem taxes were paid in full on XX/XX/XXXX. During that analysis there was no disbursement of the excess escrow funds ( my estimate of around {$4500.00} ) nor readjustment of my monthly escrow payment. Additionally he mentioned that at first glance, my escrow balance was too high for having both taxes and insurance being disbursed for the year. Additionally, he informed me that my monthly escrow payment most likely would not change since they received my XXXX estimated property tax bill ( over {$8000.00} ) from XXXX XXXX via an official database or official documentation. They did not use my XXXX tax bill to conduct this analysis on future funds needed in my escrow account. When I pushed the issue, he claimed that this was a reliable/official source for the XXXX tax estimates and I needed to take up the issue with my local tax office. There was nothing more he could do. After the call with NewRez I immediately contacted my local tax office. I was informed by the tax office that XXXX XXXX does not conduct tax projections for the next year, do not maintain an official database to pull projected bills, and did not provide any official documentation to NewRez nor XXXX. Additionally, I was informed that due to Florida statutes, they can not make any official comments on future tax bills until XX/XX/XXXX of the tax year. The most recent official documentation is the XXXX property tax bill. I also inquired about my exemption and was told that as long as my current home remains my primary residence, I will maintain the exemption indefinitely pre Florida XXXX. Its is abundantly clear that neither XXXX nor NewRez are utilizing official government tax documentation on their escrow analysis. Due to this, I am still overpaying {$350.00} every month which represent an excess of XXXX XXXX of what I should be paying. To make matters worse, they are being difficult to work with an delaying the excessive funds currently in my escrow account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have requested my mortgage company Shellpoint Mortgage Company to update my credit report to show accurate and fair reporting on XX/XX/2022. I sent in a copy of my credit report showing inaccuracies based on my spouses deployment status during the time of reporting along with a detailed description of request. I was told that information was missing in order for them to complete their updates. I notified mortgage company that the information had been faxed. After several phone calls and complaints, I was told that the information I faxed was uploaded to the wrong file which prolonged the process even more. I called several times after to inquire about updates and was told that I would get a call that would provide me with an update. I then re-uploaded the same information to my online portal in XXXX and called to verify receipt. XXXX was verified to have been received a second time and I am still unable to have this investigated properly and reported accurately due to the mortgage companys failure to do things in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77044
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting Act Newrez-Shellpoint Account # XXXXXXXX XXXX XXXXXXXX, has violated my rights. 15 USC 1681 Section 602 : States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15USC 1666B : A creditor may not treat a payment on a credit account under an open end consumer credit plan as late for purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46239
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint has reported negative on my mortgage promised to delete and this has not been resolved
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90240
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage co. claimed i have missed payment without providing any proof or documents to me. I have not missed any payments i have bank statements to prove them wrong, but the mortgage co. will not listen or provide proof. instead they put my mortgage in a loan modification with a higher interest. Shellpoint mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30224
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX # XXXX. / XXXX We are the XXXX family and have a residential mortgage with no penalties for early payoff. On XX/XX/XXXX, we paid {$100000.00}, which is the full principal balance on our mortgage. Prior to paying this, we requested a payoff quote on XX/XX/XXXX from XXXX. Pursuant to that payoff discussion, XXXX cashed our {$100000.00} check on XX/XX/XXXX. Subsequently, NewRez/ShellPoint provided wholly inconsistent information and refused to answer questions. Although we called the XXXX number for information, we were told our situation had to be researched. Representatives failed to call back, and in the meanwhile, your company continued to charge interest under a fictional scenario that our mortgage was now in arrears. We have received conflicting and erroneous payoff quotes from NewRez/ShellPoint : XXXX. A payoff quote sent on XX/XX/XXXX to an inbox at ssa.shellpointmtg.com ( without notifying me ) says that an additional {$410.00} was owed by XXXX for interest ( XX/XX/XXXX XX/XX/XXXX ) plus a {$50.00} unspecified fee. XXXX. A mailed statement dated XX/XX/XXXX, said that, in fact, the amount due from XXXX was {$0.00}. An XX/XX/XXXX mortgage statement, indicated that the maximum interest due for XXXX would be {$370.00} ( not {$410.00} ) XXXX. My telephone calls to XXXX resulted in no information. At least XXXX calls between XXXX and XXXX, resulted in long hold times and a final determination by the customer service representative that they would need to research our question, and call us back. No one called us back. On XX/XX/XXXX I began to realize something was very wrong. At this time I spoke to XXXX XXXX and was referred to supervisor XXXX XXXX. XXXX XXXX told me their system was showing {$50.00} due ( as a prerequisite to closing out this loan ). But she wasn't sure this was correct. To confirm, XXXX XXXX promised to call me back. XXXX XXXX did not call me back. On XX/XX/XXXX, I called XXXX again at XXXX. On this date, I spoke to XXXX XXXX. She refused to verbally provide information about how much or where to send funds to complete a payoff. After putting me on hold for a very long time, she finally provided XXXX payoff quotes via a secure message located at ssa.shellpointmtg.com. ( In order to access this website, it is necessary to set up a password, provide authenticating info., etc. ). The first quote ( dated XX/XX/XXXX ) was sent at XXXX pm and lasted until midnight ( XXXX ) ; it showed {$980.00} additional interest calculated and owed by us. The second, ( valid for XXXX hours from XX/XX/XXXX to XX/XX/XXXX ) showed {$1100.00} interest calculated. Neither interest calculation makes sense. Since XX/XX/XXXX, XXXX has XXXX in possession of the full principle balance on our loan ( see XXXX dated XX/XX/XXXX ) and there is no more principal on which to calculate interest. INCONSISTENT, CONLFICTING PAYOFF QUOTES and INSTRUCTIONS : As described above, until XXXX XXXX XXXX on XX/XX/XXXX, I was blocked from getting any information from the company on how to close this loan out. Instead, I was provided with deliberately, inconsistent information. Moreover, on XX/XX/XXXX, I navigated to NewRez other website ( servicing.newrez.com ) which is different from ssa.shellpointmtg.com where this company sometimes sends secure messages. After completing the enrollment process ( which takes a long time ), I navigated to a tab for an instant payoff quote. There, as of XX/XX/XXXX, the website at servicing.newrez.com shows my payoff quote as {$1000.00} ( consisting of {$95.00} in fees and {$940.00} interest. ) It says I should send an ACH/wire to XXXXXXXX XXXX for a payoff. This information conflicts with the ssa.shelpointmtg.com secure message payoff which says I have XXXX hours on XX/XX/XXXX to pay {$980.00} interest that should be wired to XXXX Bank. On XX/XX/XXXX, we sent a {$460.00} wire to : Bank : XXXX, XXXX Number XXXX, Account XXXX, Account Name : New Rez, Reference XXXX / XXXX. Once I realized that NewRez/ShellPoint was refusing to cooperate, I decided to use this wire method, and write a letter to you to file this complaint. In summary : We paid the full loan principal balance on XX/XX/XXXX. On XX/XX/XXXX we paid an additional {$460.00} via XXXX wire, which includes all unpaid XX/XX/XXXX interest ( {$370.00} ) plus {$86.00} more. After phone representatives deliberately strung this out, I had to set up XXXX accounts ( XXXX at ssa.mssa.shellpointmtg.com and another at newrez.com ) just to get basic information. We still do not know if this mortgage is considered paid off. But holding our principle balance and not applying it to our mortgage while continuing to charge interest is a clear lack of good faith. Enclosed is : XXXX. XX/XX/XXXX mortgage statement. {$900.00} monthly payment, due XX/XX/XXXX of which {$370.00} is interest XXXX. Proof of principle payment {>= $1,000,000} cashed XX/XX/XXXX by this company Payoff quote dated XX/XX/XXXX showing {$410.00} as interest still due through XX/XX/XXXX plus {$50.00} fee ( unspecified ) XXXX. XX/XX/XXXX mortgage statement showing {$0.00} due, and partial payments unapplied. XX/XX/XXXX loss mitigation communication to XXXX from NewRez threatening foreclosure and ways to avoid foreclosure XXXX. XX/XX/XXXX screenshot of website where XXXX XXXX loan payoff quotes could be accessed. ( ssa.shellpointmtg.com ). In order to access this customers have to sign up for an account and provide personal information and go through authentication processes. XXXX. XXXX payoff quotes sent by XXXX XXXX on XX/XX/XXXX ( {$980.00} and {$1100.00} ). These last only XXXX day and amounts are arbitrary. The mailing address for paying these amounts is XXXX XXXX XXXX, XXXX XXXX, XXXX, SC. The XXXX/wire address is for XXXXXXXX XXXX XXXX both of which are different from the regular mailing address for other loan payments and the website data for payoff requests. Customer service reps refused to clarify discrepancies as to where to send/how to send. XXXX. Loan payoff quote as of XX/XX/XXXX ( {$1000.00} ) per NewRez website, which is different from the payoff letters sent via ssa.shellpointmtg.com XXXX. Proof of {$460.00} payment made on XX/XX/XXXX ( XXXXXXXX XXXX account wire transfer ) that includes the {$370.00} interest through XX/XX/XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX Shellpoint Mortgaging Services acquired my loan from XXXX XXXX XXXXXXXX. When I had the loan with XXXX XXXX XXXX XXXX XXXX ) there were fees in the amount of {$2300.00} that remained on the loan when my house came out of foreclosure. These fees were added onto the back of the loan and I was told they wouldnt have to be paid until I paid the loan off. I continued to make payments and the {$2300.00} remained on the back of the loan. When Shellpoint took over the mortgage they started trying to make me pay it, instead of leaving it on the back of the loan they started adding it to every bill under past due fees, in addition they also stopped me from paying additional principal online and when I asked why they said it was because I owed past due fees. I have no prepayment penalty so it was established that whenever I sent in a payment over the payment amount that any money over the regular mortgage payment would be credited towards the principal. This worked out fine from XX/XX/XXXX- XX/XX/XXXX. When I sent XXXX payment in the amount of {$1700.00}, it arrived on XX/XX/XXXX instead of applying {$750.00} to the mortgage payment and {$1000.00} to principal. Shellpoint took a payment for XXXX and another payment for XXXX and applied the {$280.00} remaining to the principal. I called them and told them I wasnt making two payments and they needed to reverse the payment they applied to XXXX and apply it to principal. They reversed the payment and applied it to principal on XX/XX/XXXX when it should have been applied effective XX/XX/XXXX when they originally received the payment. I also talked with a supervisor who assured me she was notating my account that amounts over the mortgage payment were to be applied to principal. When the XXXX statement came out I noticed they had an additional bill in the amount of {$2300.00} for the fees that were in the back if the loan due on XX/XX/XXXX. I called them immediately and said that fee was to remain on the back of the loan and I wasnt paying it. Shellpoint told me if I looked at the statement I would see the coming payment for XXXX was {$750.00} and no additional fees would be taken out. On XX/XX/XXXX I called Shellpoint to notify them a large payment in the amount of {$5300.00} was coming and I wanted the XXXX payment for {$750.00} applied and the remaining amount {$4500.00} all applied to the principal balance. The representative said she was notating how the payment on my account was to be applied per my instructions. On XX/XX/XXXX I logged into my account and they applied {$750.00} to the XX/XX/XXXX mortgage payment, applied {$2300.00} to the fee that should remain on the back of the loan, and applied {$1400.00} to principal. That is incorrect and Shellpoint cant make me pay fees in the amount of {$2300.00} now when they go on the back of the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a water damage incident at my home in XXXX of XXXX. After dealing with the insurance company, XXXX XXXX, for months to obtain a check. On Thursday, XX/XX/2022, I transmitted all of the documentation required by Shellpoint mortgage via email and overnight mail ( including the check from XXXX XXXX, endorsed by my wife & I. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I was initially told that the process of reviewing the paperwork and clearing the check would take UP TO 5 DAYS - This was not true! -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Shellpoint received the check via overnight mail on XX/XX/2022. IT is now 2 full weeks since they received the check and for these past two weeks, they have been stalling me and telling me that the check from XXXX XXXX has not cleared their account. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Yesterday, I spoke with XXXX XXXX and they told me that the funds had cleared and been removed from their account. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The process of retaining funds and holding borrowers with damage to their homes for lengthy periods of time and stalling seems to be an attempt by Shellpoint to benefit by holding the funds and collecting interest on them while stalling the borrowers. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- After informing the Shellpoint representative that XXXX XXXX informed me that the funds had cleared days earlier, Shellpoint finally admitted that the funds had in fact cleared the account. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- NOW they tell me that even though I paid them for an overnight envelope more than 2 weeks ago - The check may take them 10 days to mail out! -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- This practice should be looked into and the process should be streamlined. Banks should not be permitted to intercede, block and delay homeowners who face damage to their homes and need the funds received from insurance companies to make the repairs. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I'm sure that going forward, the funds that Shellpoint is currently holding will take a monumental effort and face their typical delays, thereby stalling the process and causing the repairs to take twice as long as they should -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I have already contacted the CEO of Shellpoint regarding this issue, but of course, 2 weeks have gone by and his office has not responded in any way shape or form.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A