Date Received: 2022-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting in XXXX of XXXX, Shellpoint the Loan Servicing Division of NewRez, started to send me notificatons about lack of insurance on XXXX properties. I have XXXX non-owner loans with Shellpoint, on all XXXX we pay the property taxes and insurance directly and never have had a impound account. I immediately uploaded the XXXX XXXX to the accounts in question. The following month I got another letter requesting same. I called the service number, they said its in process. The following month another set of letters and I had my insurance Agent upload. Eventually they placed insurance on XXXX of the properties. After more calls and 3 more uploads they finally removed the forced placed insurance on 2 of the 3 properties. The XXXX XXXX XXXX XXXX, I finally got a letter in XX/XX/XXXX stating that the forced placed Insurance was canceled and the insurance I provided was adequate and in force from XX/XX/XXXX to current. Unlike the other XXXX properties, the loan statement on this loan continues to show a {$1200.00} " escrow balance ''. I have made 3 payments since the acknowledgement that forced placed insurance was implemented in error. On the last XXXX payments, Shellpoint would not accept my payment unless I paid another {$120.00} for the phantom " escrow account '' balance. The representatives I speak to each time say that I need to send letters to the " servicing '' department and only that department can clear it up. I am not allowed to speak directly to the " servicing department ''. Meanwhile Shellpoint is extorting {$120.00} from me just to accept the {$1800.00} regular payment. I have to call in and manually make this extra payment, otherwise I will get a 30 day late payment on my crdit. In essence they are ignoring all my request to properly account for fraudulent statement they are sending. This is a classic case of a automated system gone awry. They have peppered me with notices for over XXXX months and Shellpoint either woefully understaffed or just refusing to respond in person and clean up the mess they created. I have spent the last 8 months with multiple calls, uploads, letters and I am at wits end to get this resolved. I need your help to compel Shellpoint to respond with a qualified staff member in a reasonable time frame.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: New Rez -Shell Point mortgage incorrectly credited a payment to principal and then reported a 30 day late, when in fact, they had the payment and a I had sent a second payment once I was notified ( only via US Post almost at the 30 day limit ) so they had a double payment. I am on a credit monitoring service. I complained to both the monitoring service and New Rez. I have tried spending hours on the phone to get no where with New Rez. Their customer service is rude. I have uploaded the complaint letter and documentation to this website. New Rez never even acknowledge receiving my complaint. In frustration with them, I paid that mortgage off and now that account is closed. I would like to get my XXXX credit score back. Their reporting has dropped my score to XXXX. Please help me fix this error which New Rez will not even acknowledge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24060
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-18
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: CFPB stated repeated claim was closed due to a response from the Shellpoint ( NEW REZ LLC ) a Debt Collection Agency. Just because the company responded does not close the case ( XXXX ). I am a mortgage payer, who pays on time and constantly being harassed or penalize when insurance information has already been submitted. I am being treated unfairly. The company is trying to place a lender-placed hazard insurance payment to my mortgage payment. The unit is covered by Condo HOA & Personal Homeowner Insurance. There is no lapse in policy as company is stating. Insurance information has been faxed, emailed, or upload to website annually when requested. If there had been any damage to the condo ( inside or out ), the condo would be covered. The debt collector agency is double dipping insurance policies and trying to make me pay. Request is to end lender-placed hazard insurance. Until the issue is resolved the complaint remains OPEN.
Company Response:
State: CA
Zip: 92404
Submitted Via: Web
Date Sent: 2022-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX we moved to XXXX XXXX Utah and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for HAMP loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting. Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or ssi benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold. No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXX and XXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan. In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called XXXX at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to XXXX and then In XX/XX/XXXX switched again to a company called XXXX XXXX. XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a stay at home wife, mother and homeschool teacher do not work, this left us without an income. Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by XXXX XXXX. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally. At the end of their so-called XXXX relief program they then requested the XXXX some-odd XXXX dollars all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from XXXX to XXXX XXXX and were newly with them, I requested a validation of debt from XXXX XXXX, XXXX and CEO of XXXX XXXX on XX/XX/XXXX by certified return receipt requested, through the XXXX. I got no response. Then next communication I did receive regarding my mortgage, was a statement from a company called Shellpoint Mortgage XXXX asking for the balance of the money XXXX XXXX was previously asking for. I have not received notification from XXXX XXXX since my request. nor did I received notification from XXXX XXXX that there would be a change/sale of the mortgage company, no contract, nothing. Numerous letters were sent to Shellpoint requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters. I sent certified letters to XXXX XXXX, President of Shellpoint and Shellpoint directly for the validation of debt and proof they have the original note in its original form. No response. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature. 2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Original title not copy. Assurance was made that these documents would be returned to them. Requests were made to : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Shellpoint Mtg XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XX/XX/XXXX No response from XXXX. No response from XXXX XXXX who was servicing the loan at the time. No response from Shellpoint until XX/XX/XXXX Below are dates of recognition letters from Shellpoint. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with Shellpoint this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested. This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan. Shellpoint is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date. I have also received numerous threatening letters from XXXX and XXXX stating that they represent Shellpoint and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem. Citimortgage, XXXX and XXXX XXXX are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others.. Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit. XXXX XXXX report. MERS verification to verify this loan was not bifurcated at closing. Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full. XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX To Whom It May Concern, This letter to explain the journey before and during COVID-19. I need Shellpoint Mortgage Servicing to fix the mistake and remove the late payment reported in the credit report. In XXXX of XXXX my ex-husband lost his work after 20 years which was working as XXXX for XXXX Stores in XXXX Florida. Since then things changed and we ended up filed for divorce in XX/XX/XXXX and finalized on XX/XX/XXXX. The forbearance was approved XXXX of XXXX until XX/XX/XXXX and due to Covid-19 circumstance the lender call at the end of forbearance and offer an extension until XX/XX/XXXX. My ex-husband found a part-time job at time but it wasnt enough to pay the bills. In XXXX of XXXX the Shellpoint Mortgage Servicing called again to know the status of the situation which nothing changed. They extended until XXXX of XXXX the forbearance plan. My ex-husband continue looking for work full time position and no luck. They extended again until XX/XX/XXXX and follow up regard to financing situation which still the same. The divorce finalized on XX/XX/XXXX. We didnt have alternative and try to comply with the due date of the forbearance plan. We decided to put the house for sale when the listing start on XX/XX/XXXX. The Shellpoint Mortgage Servicing called to follow-up then we notified them the house was put for sale due to lack of income. They agreed to extend again until XX/XX/XXXX. We notify them in XX/XX/XXXX that forbearance will expired next day if we need another extension to cover the selling period. They said no needed because they could see the house was in the market and nothing will be report to the bureau. The house was pending sale on XXXX and deal didnt go through. We notify the Shellpoint Mortgage Servicing and advised us the nothing need to be done at this point and no extension needed it. Finally! We sold the house on XXXX and paid in full. Our mortgage was FHA Loan Number XXXX and qualify for extension up to 18 months. Shellpoint Mortgage Servicing keep telling us everything is okay nothing do to and ended up reporting 1x 60 days mortgage payment late. If the forbearance expiring 18 months after the initial request XX/XX/XXXX then will expires on XX/XX/XXXX. Why 60 days reporting on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX XXXX ( servicer for transfer XXXX XXXX ) to XXXX ( Shellpoint payment hub for XXXX ). XXXX capital never made me aware of the transfer. XXXX XXXX said they sold the loan on XX/XX/XXXX but I was not made aware until I received XXXX XX/XX/XXXX statements, XXXX from XXXX XXXX and XXXX. Not only that, I have a statement from XXXX XXXX for XX/XX/XXXX which I paid on XX/XX/XXXX for {$1500.00}. If XXXX XXXX had sold my loan on XX/XX/XXXX why did I get a statement for XXXX and XXXX. XXXX sent me letters of delinquent payment but I was not aware that my loan had been sold, the fact that I had a statement from XXXX XXXX for XXXX and XXXX. I have been in daily contact with XXXX XXXX and XXXX since XX/XX/XXXX when I discovered the issue. The inability for these two companies to process the transfer is astounding. Now it is past the 60 day protection and things still haven't been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, I filed for divorce. In XXXX, I applied for my mortgage on my home. At the time, we were still legally married. I understand in the state of Florida, it being a spousal state, I had to have him sign my mortgage/ '' deed of trust '' and acknowledge that I was taking out the debt but he is not listed as a borrower nor is he on the recorded Warranty Deed. Our divorce was uncontested, aside from custody. I have financial affidavits to show that he claimed his vehicle and debts, I claimed my vehicle, my home, and my debts. We did not fight for each other 's things, only argued custody. I have also provided Shellpoint Mortgage Servicing with my divorce decree from a judge solidifying the magistrate 's write up on our divorce that we do not have rights to each other 's debts or personal property. Shellpoint stated that my home does not count as " personal property '' nor would they honor the verbiage stating my now ex husband has no rights to my debts as well. Shellpoint has stated several times that I needed to file a quit claim deed and remove my ex husband. My ex husband was never listed on the warranty deed, which is the only document I could file a quit claim on. They then changed their argument to " he needs to be removed from the deed of trust or we must have his signature on any modification you do on the home '' although we are divorced and have no legal rights to each other 's things. Also, they refuse to acknowledge that the lender is the only one who can change the mortgage paperwork/deed of trust now. I can not file any quit claim to remove him from those specific documents as they are not what matters, per the county and title companies, on who has rights to the home. Shellpoint mortgage servicing also never informed me that my home was moved into foreclosure or was even in pre-foreclosure on any phone calls or emails between them and myself or my POC. I am also currently, continuously receiving statements while in foreclosure as well and Shellpoint was still attempting to collect money, on every phone call, while I was on a forbearance plan, prior to requesting the modification. I was also informed by 2 employees at Shellpoint that they had a copy of my Title on file and that it stated my ex husband 's name on it. Both stated I could be provided a copy through customer service and that they would transfer me. Unfortunately, both employees chose to disconnect the call, rather than transfer me. Upon calling back and speaking to someone else, I was informed Shellpoint does not have a copy of my Title on file, so there is no way they could send me such a document. My POC never escalated my calls, regardless of my request, to a supervisor. I was finally able to speak to someone after calling and requesting a supervisor 3 times. I was also told by 2 separate employees that there shouldn't be an issue with me receiving my modification with my name alone on the documents, my ex husband not needing to sign it or be involved and that was denied as well. It boils down to Shellpoint Mortgage Servicing is refusing to proceed with any modification on my mortgage, without the consent/signature of my ex husband. Who is a nonobligor, not on the Warranty Deed, nor is he a borrower to the loan, he has no legal rights per our court order or how the paperwork is written.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was with XXXX XXXX with auto pay for monthly loan payment. On XX/XX/2022, XXXX XXXX informed me that the loan processor is changed and the new loan processor will be shellpoint financial and they will communicate with me, but I didnt get any notification from shellpoint financial with the new account information to make payment. I was under impression that the previous lender might have transferred all of my information until I received a certified mail stating that I was behind on my payment. As per the notification received by certified mail, I made payment on the same day and setup autopay for the future payments. The lender had multiple means to communicate with me like my home/cell phone numbers as well as my emails ( XXXX XXXX- the original lender, always communicates with me through email ) but I have never received any notification or voice message via those means and the lender reported me to credit report agency stating that I was late on payments. When I reached to shellpoint customer service, they had my contact phone # wrong and no word about any Email communication sent. I am very responsible person and manage my finance pretty well and have never been late in my payments. Your office can check my credit history and see that don't have any history of late payments. During this era of communications they had all my information from the previous lender, how come they couldnt reach me through mail, email or phone call or text.It is the negligence on the part of the lender and I shouldnt be penalized for their mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75019
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: i just submitted a complaint XX/XX/XXXX today. involveing newrez mortgage services.shellpoint, a division of newrez. i made an error i put XX/XX/XXXX XXXX this complaint happen XX/XX/XXXX. also my account no is XXXX XXXX XXXX XXXX the complaint no is XXXX .this complaint was filed because newrez in part is chooseing to use my rental property to deny my application for refinance.in XXXX an XXXX .XXXX caused myself as well as my tenants a hardship .i followed all the rules of the forbarence. i brought my account current .before the end of the forbarence.my tenants lost their parents.shellpoint divison of newrez. denied my application bacause XXXX XXXX XXXX said the proccesor can not except my rental income .or my XXXX hospital income, the income is on my taxes .i showed proof of my retirement, which is XXXX dollars.my social security of XXXX an my rental of XXXX .its counted against me .but not for me .pls this not fair practice.
Company Response:
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called in XX/XX/XXXX and wrote a letter in XX/XX/XXXX asking NewRez to stop charging XXXX XXXX since LTV is approximately 65 %. They continue to use a home value less than half ( $ XXXX versus $ XXXX ) of current value, and even less than initial value of $ XXXX when purchased in XXXX. They should refund all insurance money since LTV was under 80 % several years ago, and not ask me to provide them a new appraisal which cost a lot of money. Called again in XX/XX/XXXX, and they won't fix it!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A