Date Received: 2022-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been awarded assistance from the Homeowners Assistance Fund ( HAF ) and have been trying to get my payment applied to my account. They fail to respond as agreed and to upload documents I send on repeat occasion via email, internal message and fax. HAF claims payment has been sent XX/XX/22 however Shellpoint Mortgage Servicing keeps giving me the run around saying they haven't received anything all while the foreclosure proceeding continue and fees keep piling up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I paid off a loan on the house we sold, and have still not received our escrow refund. Originally they sent a check in XXXX which went to a wrong address. The check expired and we requested they do a ACH wire transfer. This process started in XX/XX/XXXX. We called almost everyday for the next 5 weeks, and confirmed the account number, credit union name, etc. We spoke with several supervisors, each time telling us they escalated our refund and apologized for the delay. We were told countless times, it would be deposited the following day. We bounced multiple checks, as we were told the funds would be in the account, but to date still have not shown up. Yesterday, when I called they said they cant see why the ACH hasn't gone through, but to just keep waiting. I am desperate for the refund as I said we are bouncing things in our checking account because the money they keep saying will show up does not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I wired the {$66000.00} payoff mortgage balance to NewRez from XXXX XXXX Bank following NewRez 's exact wiring instructions in XX/XX/XXXX email. Wiring Instructions- * You must include the " Reference '' information listed below if wiring funds * Bank Name : XXXX XXXX XXXX # : XXXX Account # : XXXX Account Name : NewRez Reference : XXXX / Then, XXXX, NewRez, and I verified pertinent details on a 3-way call. Right after, I called XXXX and NewRez back to confirm that everything went through. On XXXX, a NewRez rep told me that my payoff wasn't posted yet, they were processing my wire, and not to worry about the per diem interest. Shockingly 20 days later on XX/XX/XXXX, a XXXX customer care rep informed me that XXXX XXXX returned {$66000.00} without any reason. I called NewRez countless times since XX/XX/XXXX to resolve this issue. I repeatedly and adamantly told them that I will NOT pay any extra interest for their mistake. Either they can zero out my balance or accept the XXXX payoff since the issue is on their end. Several NewRez reps, leads, and supervisors kept telling me that they did not receive the wire ; they were investigating it, and shamelessly schemed to encourage me to pay the extra per diem interest in the meantime to clear my balance. They asked for proof of payment in the form of a bank statement, so I faxed and emailed it on XX/XX/XXXX. NewRez reps always promised to call back with updates, but they never did. After several more calls on XX/XX/XXXX, NewRez team lead XXXX XXXX, asked for wire instructions as more proof. Promptly, I set up a 3-way call in which XXXX rep XXXX confirmed NewRez 's wire instructions with NewRez rep XXXX XXXX XXXX NewRez asked for more time to investigate and on XXXX, I received the following email : " After our investigation on the returned wire, We did receive a wire in the amount of {$66000.00}, but the wire details lacked identifying information. The wire was rejected due to being unable to locate an account with the information provided. You will need to resubmit the funds, and to be sure to include your loan ID ( XXXX ). The approval to back date has been denied due to non-SMS error. See below for the original wire details : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX XXXX BANK XXXX XXXX XXXX XXXX XXXX XXXX NEW YORK UNITED STATES XXXX XXXX XXXX XXXX XXXX XXXX NEWREZ LLC XXXX XXXX XXXX XXXX SC XXXX US Completed XXXX XXXX ( Time Released XXXX Wire Instructions XXXXXXXX XXXX : Bank Name : XXXX XXXX Bank Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX SC XXXX Bank Acct : XXXX XXXX XXXX # XXXX Acct Name : XXXX XXXXXXXX XXXX Reference ( loan ID # & Borrower Name ) '' Straightaway, I called to payoff the XXXX balance again, but NewRez reps and supervisor XXXX XXXX kept asking me to pay the new XXXX XXXX balance {$64000.00} to resolve it. I repeatedly told XXXX that we followed all their wire instructions, provided the needed proof, and the mistake is on XXXX XXXX 's end and I will report them to XXXXCFPB. I then paid my regular monthly {$2000.00} to avoid late fees. This scheme to get more per diem interest is unacceptable. It shouldn't be harder than pulling teeth to payoff my mortgage. Congrats, NewRez ranks as # XXXX worst financial institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95128
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please help! The Issue : Shellpoint Mortgage Servicing ( a division of New Rez ) XXXX XXXX XXXX, XXXX XXXX XXXX, MI XXXX Subject & Main Issue : Loss Drafts Department On XX/XX/2022, we were issued payment from XXXX XXXX due to a loss under Homeowners Policy 's Coverage A Dwelling and/or Coverage B Other Structures in the amount of {$14000.00}. The draft was then sent to our Mortgage company with all supporting documents with a copy of my husband, XXXX XXXX. XXXX XXXX Death Certificate along with a cover letter, from me, dated XX/XX/2022. Shellpoint advised the Processors would send draft to be endorsed and return to me within 10 business days, however could not guarantee when it would go out. I indicated several times that my husband was deceased and I included a Death Certificate with a Cover Letter. Time passed, and I contacted the Loss Draft Department again where I spoke with representative, XXXX where she indicated, the draft had not been sent because they could not find the Loss Date. I then pulled up the email via cell and read off the Loss Date from the letter sent to me by XXXX XXXX to XXXX. Next, was told by this representative, the draft would be sent to processor and she would send email to try and expedite process. I even paid {$26.00} to send draft via XXXX as suggested by one of the representatives from the Loss Draft Department. When the draft was sent to me, the names on the check were incorrect since my husband had been deceased, and I could not deposit it into my account this way to complete repairs on my roof. the Loss Draft Department gave a runaround when draft would be corrrected and sent. Next, I called to speak with a Supervisor or Manager to get a timeline on the processing of this draft, and was told by representative, " XXXX '' the Processors/Managers do not speak to customers, was placed on hold and then told that " Two XXXX PDFs '' will be sent one to you one, to send draft back to be processed in correct name and the other will be for Shellpoint to send back to you and the endorse time should take 10days, however XXXX stated an email would be sent to processor to try and expedite, but no guarantees. I sent the check back to Shellpoint, Loss Draft Department with pre-paid lable for XXXX on XX/XX/2022. I called on XX/XX/2022 to track receipt of draft and was told by another representative the draft wasn't corrected or sent because they ( Loss Draft Dept ) were missing documents and that my husband 's death certificate was not on file. I could not believe this, I indicated that I not only attached cover letter indicating the death certificate was enclosed, I sent it Priority Mail with Signature Requirement and that it had been received by a " XXXX '' on XX/XX/2022 at XXXX. This representative began to argue with me and tell me, he needs a death certificate, and he asked to received it via email, if possible. I thought, that's super strange, this would be the third certificate I sent your company. I sent the third death certificate to his email XXXX where this representative indicated, " normally we do not received documents this way, however I'm making an exception '' He then said that they have everything now and can issue draft to me with correct name, but could not and did not tell me when it would be processed and sent back XXXX 2 day delivery, since the lable had already been created. Lastly, I called today XX/XX/2022 and the representative, placed me on hold of 30minutes only to tell me to call back this Thursday and ask when draft would be sent. I told her, your representatives have been telling me this since XXXX when I ask when I'll receive this document, and every one there gives me a complete run around and refuse to let me speak with someone higher up and this is why I've decided to file this complaint. My apologies for the length. I tried to shorten dialogue since every call to this company was lengthy and full of hassles and run around, losing documents, telling me " well since your mortgage is not delinquent, we may be able to expedite draft '' and so on. I just want my roof replaced before the next storm hits. I already have " tarp '' on the roof, please help.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We purchased a mobile home in 1998. It was financed through Green Tree. Then it was bought out by Ditech and now financed through Shellpoint. We have never refinanced this home and never been late on our payments. We have this home for sale and ready to close only to find out from the lawyers that Green Tree the company we originally financed with still has a lien on our title therefore we can not sell our home. We have already purchased and moved into another home with the thought we were closing this week until we found out about this lien. Also Green Tree is no longer in business. We contacted Shellpoint and all they will tell us is they have to investigate and it could be mid XXXX before we find out anything. This should be illegal actions. How do other companies buy out mortgages and the company never remove their name from the title??? This has really putting us in a bind as now our buyers may not be able to purchase our home due to errors with the title.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 27565
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to computer issues I was not able to access Shellpoint 's response to complaint XXXX but this is a complaint to it. It's been 3 weeks since XXXX in escalations told XXXX from HUD and me Shellpoint would give 30 days to hold foreclosure and send a breakdown of the $ XXXX they say is owed - nothing has been received. XXXX also stated they would send me the {$52000.00} they receive from XXXX XXXX XXXX- they have not. Shellpoint says XXXX - XXXX is missing but they already stated they received XXXX - XXXX, XXXX, XXXX, backup has been sent. Shellpoint mentioned XXXX - XXXX was missing but backup copies of cancelled checks and bank statements were sent that they are ignoring. This proof of payments should lower the $ XXXX Shellpoint says is owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Client " XXXX XXXX XXXX '' has been trying to get in contact with the lender Shellpoint for a month prior to the foreclosure sale due to a recent car accident that happened. She even ordered a payoff because she was initially planning to sell the house and finally leave the state of texas. The lender " Shellpoint MTG '' has been very difficult in helping her and answering her questions on what her options were.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had my mortgage with XXXX since XXXX. In XXXX I lost my job as a XXXX. I asked XXXX to give me a short term loan to cover property taxes until I could sell a property I owned. They said no. Even though I was a long term good customer. I borrowed the money on line, Paid the taxes, but they raised my monthly payment and turned my loan over to Shellpoint, a collection agency. When I lost my job again in XXXX, I missed 5 payments. I notified them that I had sold the property and closed for cash on XX/XX/XXXX. When the check cleared. I sent Shellpoint {$10.00}, then {$10000.00} and another {$10000.00}. I calculated I owed {$2100.00} x 5 and {$100.00} x 5 for penalties plus the {$5200.00} for the first payment of taxes. I later paid the second payment of {$4200.00} myself. I have been trying to right my account. The last modification Shellpoint sent me was for {$2200.00} for 40 years. That would come to {$1.00} XXXX. Plus a prepayment of over {$24000.00}. Paying the previous payment would be {$380000.00} plus taxes about {$150000.00} total {$530000.00}. They have funds of mine on hold. Not in escrow, for over {$20000.00}. They refuse to release them and apply the money to my mortgage. They also have not sent me an IRS form so I can deduct the amount and file my taxes. They have threatened me twice with foreclosure even though I have paid over {$70000.00} and can prove it.they have reported to the credit bureau that I havent paid in 229 days when I have paid them 4 payments of as Shellpoint requested when XXXX contacted them earlier this year. I requested a written explanation of the extra amounts they are demanding. I also requested of XXXX XXXX that I be sent the IRS form 2 weeks ago and have received nothing. I am XXXX XXXX XXXX and on Social Security. I would like this resolved. I feel like they just want to take my house which is niw worth around {$490000.00} or more. Please help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have never missed a payment or have been late. All payments are set-up and paid automatically. Newrez sent us a letter stating we are late and late fees are being assesed. NewREZ has no easy contact to resolve. We would like the CFPB to step in to resolve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez/shellpoint raised my payment by about {$400.00}, or about 14 %. They've done this even though my homeowners insurance is the same for the last 2 years. They do this even though my real estate taxes went down by about {$600.00} per year. ( This was due to the approval of my XXXX XXXX XXXX veterans status by my colorado tax assessor ) I began the complaint process with them in XXXX. They take 6 weeks to respond and say their calculation is correct. They point their finger at me and tell me it's my responsibility to provide them with insurance and tax bills. Even though I've done this a dozen times, showing that my payment should have been lowered, they do nothing. They send secure messages but when I try to open them, I get expired link errors. It just appears that they've been operating with impunity. I world change mortgage servers but the interest rate rise keeps me from doing that. Please help. At the very least they should be sanctioned for their actions. Doing this to a XXXX veteran on a fixed income is very scary. With all the increases found today, an incorrect raising of my home payment is scary to me, a person on a fixed income. Thank you for your.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A