Date Received: 2022-08-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX is the month I got behind trying to get current, monthly payment are XXXX so I filed a HAF application and it came back denied saying I didn't turn in all the document but I did, my mortgager is Newrez and I'm in communicating with loss mitigations. Not in the 90 day window yet for foreclosure been making half payments. My employer reduced my wages is the reason I'm behind just need some help bringing me current!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74075
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint servicers # ( XXXX ) XXXX I'm am currently a XXXX veteran with XXXX XXXX. After Covid-19 forbearance my loan was placed in a modification with a company called XXXX # XXXX. I was supposed to pay 3 trial payments of {$1100.00} in which I actually made at least 5 payments on 2021 They we're supposed to send my final modification papers but they did not send them instead they sold my loan while I was in the middle of my modification to acompany called Shellpoint. Shellpoint sent a statement requesting that I pay them an inflated amount of money. I wrote them a debt dispute letter to which they sent me the same letter just saying they were my servicer and I owed " x '' amount of money. I then went back and sent them papers showing my old loan amount and that I had actually been in Covid forbearance and then modification. They sent me papers asking me to pay them {$1200.00} or so dollars which was more than my agreed amount with XXXX XXXX and saying that I had to start trial payments with them all over again. Which was ridiculous seeing that I had already completed these. They sent me papers as well saying that my estanged spouse who is not on my mortgage loan ( is on title ) had to sign the modification with me in front of a notary. I explained that he was XXXX to myself and to my children and somewhere out XXXX and I do not have an address for him nor feel for my safety that I need to bein my room with him. Their agent told me, " well you need to find him and be in the same room with him in front of a notary and sign and send us the papers '' .I told them that I could not do that and I though it was shameful that they would want to put my life in harns way. I attempted several times to have someone call me and left messages but I never got a call back. Finally I called them again and was told not to submit any workout paperwork to them because it would be denied and that they would no longer accept money from me unless it was the total {$40.00} something XXXX from being in Covid-19 forbearance. I received a letter saying they were going to foreclose on my property to which I sent a debt dispute letter to the law company called. They send me some papers from something I supposedly signed with XXXX bank years ago. I don't know what that had to do with Shellpoint or XXXX.They foreclosed recently and denied a seller that wanted to buy my home. Now they want to also give mean eviction on my credit plus the foreclosure. It's a nightmare. I have XXXX kids with 2 being XXXX. Please look into this
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63033
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan modification was to be completed XX/XX/2021. Company put incorrect interest rate. restarted modification. Loan was sold to a new party. Loan modification not completed. Credit report was hit as they moved all my payments to a separate loan for the new loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24551
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was awarded funds from XXXX on XX/XX/2022 and my mortgage ( shellpoint mortgage ) is saying they have not received any payment yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted a letter to my mortgage company requesting the removal of PMI due to me reaching 20 % equity in my home. On XX/XX/XXXX a home inspection was performed by the mortgage company and paid for by me to assess the value of my home. I receive numerous emails from the mortgage company indicating the " new value '' of my home is {$390000.00}. My current mortgage balance is {$230000.00}, resulting in an LTV ratio of around 60 % ( or 40 % equity ). Despite this, the mortgage company continues to deduct PMI from my escrow account every month. I reached out to the mortgage company on XX/XX/XXXX seeking explanation of the status of the removal of my PMI payments. I received no response from the mortgage company and PMI continues to be deducted every month form my escrow account.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Res - Shellpoint Mortgage services continues to falsely reported delinquent payments to all 3 credit bureaus and move forward with foreclosure procedures. Company is incompetent at receiving loan payments and applying the payments to the account. I have 2 mortgages with the company and they correctly apply the payments to one of the mortgages but continually do not apply payments to the other and leave the funds in a suspended funds account. Calls to customer service today resulted in the customer service people hanging up on 2 different occasions today.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Around XXXX, or XXXX of XXXX, my mortgage was sold from XXXX XXXX to Shellpoint Mortgage. I was ending the covid forebearance and I asked that the payments be put towards the end of the mortgage so I could get back on track paying it. I was sent a letter saying I had what's called a SPOC, which means Single point of contact. I thought it was great that one person was handling my problem. I had her fax, her name, 2 people in fact. I spent many hours trying to contact my " SPOC ''. I could never reach her. XX/XX/XXXX, I received a letter from Shellpoint, XX/XX/XXXX I called again XXXX @ XXXX am, nothing, can't get a hold of anyone. I left numerous voicemails or they could not direct me specifically to her. I was then given her " direct line '' XXXX X XXXX ( XX/XX/XXXX nothing ) .I called XXXX, the main line, they did't even know who this person was, but let me put you through her voicemail, nothing. I could never get a hold of her. In XX/XX/XXXX I send the pay stubs they asked for ( 5 faxed pgs ) nothing, didn't get it. XX/XX/XXXX again I sent 7 pages by fax ( forms that were requested ) at XXXX pm, nothing was received. XX/XX/XXXX, I again faxed her bank statements, nothing. I faxed them again XX/XX/XXXX ( fx XXXX ) nothing. I faxed more forms XX/XX/XXXX at XXXX am, nothing. I even faxed the SPOC to call me at my cell number, nothing. I was given 2 names of people to help me, still no resolution. I was then given a gentleman 's name still nothing. Since I hired a lawyer, I was told, anything Shellpoint sent, send it to the lawyers. The SPOC was XXXX XXXX, XXXX XXXX and finally XXXX XXXX I've actually spoken with XXXX who said he would like to help me. He called me on my way home this past Thursday XX/XX/XXXX at about XXXX pm EST at which point I asked that he call me Friday XX/XX/XXXX at XXXX am. He said that's perfect, I was off so we could talk. He never called. This is still pending. Try calling Shellpoint at XXXX, you won't get thru to them and they will tell you " oh, she/he is not in this building '' I'll send you to the voicemail. Nothing. I had 3 phone numbers, a fax number, again nothing.
Company Response:
State: PA
Zip: 18360
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello my complaint is related to escrow account where i should maintain enough money set aside so that Shellpoint is able to pay my property taxes and home owners insurance.My property taxes are {$6700.00} for XXXX XXXX XXXX. My home owners insurance is {$620.00} the combined total amount for taxes and for home owners insurance is {$7300.00} for an entire year. I have addressed the following with Shellpoint in the past. In my escrow account as of XX/XX/XXXX i have a total amount of $ XXXXas of today XX/XX/XXXX i should have approximately XXXX in my escrow account that is calculated because i have sent my XXXX mortgage payment. In this way i am sure i have {$15000.00}. I have in the past asked Shellpoint to make adjustments and to refund to me any surplus money but Shellpoint does not want to comply.There is regulation and guidance on how much a mortgage company should reserve for the escrow account. there is a chart that a mortgage company should reserve. In my situation they have failed me. I have waited XXXX XXXX XX/XX/XXXX and XX/XX/XXXX. That is when shellpoint concludes annual audit of my account with Shellpoint. I have waited patiently in hopes that Shellpoint would send me surplus money.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were in the process of refinancing our mortgage with XXXX Mortgage. On XX/XX/XXXX at XXXX pm I asked XXXX XXXX, our loan specialist, to provide me with a final, corrected Closing Disclosure before we signed the final loan documents at the settlement table. At XXXX pm on XX/XX/XXXX, she sent us a corrected Closing Disclosure that showed we would be getting {$2900.00} cash back to borrower at closing. I responded to her via email that " this is acceptable '' and we were ready to close. When the notary from XXXX XXXX XXXX XXXX showed up to our house, she had over 20 pages of documents for us to sign. The Closing Disclosure in this packet of documents was not the same CD that I had approved via email prior to the in-person closing. A new CD was inserted that showed that we were to only get {$2000.00} back at closing. NewRez, or the title company, kept the balance of the funds. When we received the check for the incorrect amount, we reached out to XXXX XXXX and XXXX XXXX, the original loan consultant, about the error. As of today, XX/XX/XXXX, there has been no resolution to this matter. It is unfair and deceptive for the Closing Disclosure to change at the closing/settlement table without prior approval from the borrowers. XXXX & XXXX XXXX
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed my mortgage about a year or so ago, and only 3 months from today ( roughly XXXX ) ago did I get notified by New Rez that I had funds in my Escrow they distributed to the state of Colorado of the amount ~ {$2300.00}. I have been trying since then, with their mortgage servicing department, to get the funds transferred back to me. They have failed to mail the check or deposit the funds via ACH after the initiation of the xfer was started, finally, around XX/XX/XXXX on 3 separate occasions. We are now on the 4th time where they retracted the statement it was going to be auto-deposited to my account, back too the mailed check has been processed. They continuously state the wait time is 7-10 business days. It has been 3 months. If I did the same to them, I'd be hearing from debt collectors. Instead of any productivity and transparency from either the lender or CFPB, I get to rely on this form in hopes of what, CFPB sending a strongly worded letter? This system is entirely broken.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A