Date Received: 2024-01-19
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Around XX/XX/XXXXI set up a new account for my loan that was transferred to Newrez LLC ( c/o SHELLPOINT LLC ). Around XX/XX/XXXX, my loan was transferred to Newrez LLC from XXXX. I was not able to log into my account to pay for the XXXX payment. I requested this be escalated to Information Technology for resolution. Due to the difficulties, I made a payment by phone using the automated voice system. Weeks later, I was still not able to log in, and requested again that this be re-submitted for resolution. I was not contacted and the issues persisted. On XX/XX/XXXX, I decided to mail in my payment ( due XX/XX/XXXX ). This payment did not post until XX/XX/XXXX, one day late. I felt the payment was mailed with ample time. I did not want to use the pay by phone system. On XX/XX/XXXX I mailed the payment in for XXXX ( due XX/XX/XXXX ). On XX/XX/XXXX I received notice that they have not received my payment. I checked my online bank statement, and it the check had not cleared. At this point, I used the pay by phone system and submitted a payment for XXXX. I did not get any receipt for this payment. On XX/XX/XXXX I checked my bank balance and the mailed check has cleared. There is no record of the payment I made by phone. I feel that there is a problem with the payment processing at SHELLPOINT LLC including mail, phone, and other areas not yet explored, like the online payments I am planning in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: The company inflated all payments paid and due on the 30 year mortgage of {$1500.00} payable for 30 years and fraudulently inflated the escrow amount paid from {$1800.00} which included {$300.00} escrow deposits, they stated that it did not receive enough funds to pay the {$1500.00} mortgage note and the {$290.00} due to pay monthly amounts on said taxes and insurance. The tax yearly amount totals {$2700.00} and the homeowners insurance totals {$710.00}, both totals {$3500.00} however, when devided by the 12 months an amount of {$290.00} must be deposited into the escrow account monthly as you can see a total of {$300.00} were deposited into my escrow monthly. The company states that I should make total payments monthly of {$1900.00} of which the {$1500.00} mortgage note would be deducted and {$390.00} deposited in escrow, as you can see the company scammed various amounts of money from my mortgage account for their own purposes, case in point the company on XXXX XXXX2023 suspended payment of said mortgage note of {$1800.00} placing said mortgage in default WHY? More than enough funds where already in my escrow account to cover all expenses additionally on XXXX/2023 I deposited $ XXXX XXXX my escrow account as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22406
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I got notification that my loan has been transferred from XXXX XXXX XXXX to New Rez LLC. Everything was fine until I went to pay my mortgage online one month and I saw that I had a {$100.00} fee on my account. I looked at the charge and it had no details as to what it was so I sent a message to New Rez through my online portal inquiring this and it took weeks to get a reply. They then sent me a response saying " Please be advised, there is a fee balance of {$100.00} was assessed by the prior servicer for Prior servicer Cost assessed on XXXXXX/XX/XXXX. Please refer to the Loan Transaction History ( enclosed ) showing when the late fee was assessed. Since the late fee balance was not paid, it transferred over to Newrez. Please note, Newrez strives to protect your personal information from unauthorized access and use. As such we use security measures to meet those goals. These measures include computer safeguards and secured files. To open the secured attachment, click view message in the blue shaded area, enter your email address, and then create a password to view the document. '' I then reviewed the account history that they sent me and no where did it say it was a late fee. I've never paid my mortgage late. Looking at the history, I noticed that there was a {$100.00} fee going all the way back to XXXX XXXX XXXX and there are credits and debits that essentially cancels out the charge, but it's still showing there on my portal. When I got to thinking about it closer, I had another complaint with XXXX XXXX XXXX about them not removing my PMI and they were to refund me {$100.00} for the appraisal fee they requested to have my PMI removed. My guess is that they made an error and added the charge back on or messed up their accounting since I do not owe them {$100.00} for a fee since I had already paid it. I called New Rez about this and they essentially said that it's weird and they don't know what it would be. after talking to a service rep who didn't know how to do her job, I got transferred to a XXXX who looked at the transaction history and agreed with me that it made no sense and she didn't know what it would be. This managers name is XXXX XXXX. She told me she would get back to me and never has. That call took place over XXXX weeks ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84601
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XXXX of 2022 my payment on my second mortgage went up from {$150.00} to {$430.00} when I contacted the mortgage company Shellpoint they informed me it was taxes and insurance was added to my payment I told them I pay that to my first mortgage company which they stated they had me listed as their first mortgage company I told them this loan with them was a second loan for home improvements and to look at last months payment and status then they told me I needed to provide proof from my first mortgage company which I did then they stated that I had to give them a couple weeks they will work on fixing the problem so I waited they never called back I called they said I needed to call the insurance department which I did a month goes by with them needing a bunch more info from insurance company and messaging back and forth we get the insurance all worked out then she informed me I need to talk to escrow about the taxes cause even with all the i formation I provided I needed to give them all the same info to fix it on their end so I start that process all the while they keep telling me and reassuring me they will back date all my payments and fix this but the escrow said they would have to have all the money back that they sent to the county for taxes before they can back date and it was my responsibility to call the county to get it returned to them even though it was their mistake they paid them in the first place but I call and the county said Shellpoint will have to file a return since they were the company that paid it I told shellpoint that and they said they couldnt do that so the county told me I would have to wait till the end of the year and it would eventually be refunded in the mean time they file foreclosure so I call them thry tell me it was a wrongful foreclosure and she will talk to her boss about fixing it a month goes by with no answer so I contact a attorney he sends out a letter of errors they agree to take it out of forclosure drop the fees and will modify if I pay 3 initial payments in the following 3 months for the error I made the payments and never heard from them so I call when its almost the forth month to see what was going on they stated they was still working on the modification paper work I keep calling over the next couple of months sending more information agreeing to all parties on the mortgage to sign the modification then after another couple of weeks they tell me when I called they denied the modification due to title issues which is just a few other people being on the title even though they agreed to do the Modification if we made the payments. Honestly this has been a nightmare that has been going for over a year and they will not correct the mistake they made I dont feel like I should have to pay double in tax and insurance for their mistake that they kept telling me they would fix, after about XXXX months they did fix it back to a second mortgage but will not back date my payments that they said would be taken care of because they mistakenly paid my taxes in the first place and to this day I still have no reason why they went and changed my loan from a second lean to a first lean when my first lean everything was paid to date nothing lapsed and to this date we are still hanging in limbo with no clear resolution. I feel like they dont even care to fix this problem that they caused in the first place. You never get to talk to the same person its always someone new that dont know a thing about whats going on then when they catch up on your file they say let me talk to my boss and get back to you then they never do.
Company Response:
State: OH
Zip: 43223
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX. We were approved for a mortgage and it was sold to Shellpoint/Newrez. 2. We continue to get confusing and conflicting letters from Newrez including asking us to change our address to one that does not exist in our building. 3. The insurance department will not use the instructions that we provide them to request our XXXX every year. 4. Last year and this year, they have force placed insurance on our unit. ( We filed a complaint last year and it was resolved by putting the money that they erroneously collected into our escrow account ( obviously, we would prefer to have that money in our account and it is THEIR error ). 5. After submitting the XXXX this year for them ( again, they ignore the numerous emails, letters and phone calls asking them to please use the instructions the building 's insurance company provided us for them. They do it by email and not fax ), they have force placed wind insurance on our unit. 6. We call and speak to agents that agree that we have sufficient coverage and then we start getting the letters again. 7. Our XXXX is the exact XXXX coverage that we had when we bought our condo. We maintain proper coverage and we do not have time to do this year after year. My mother is XXXX XXXX XXXX and I do not have the time or energy to fight my mortgage company. We pay our mortgage payment via the auto draft, and we maintain sufficient coverage. This has become harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: In XXXX XXXX XXXX we purchased a home. It consisted of two mortgages being serviced by XXXX XXXX XXXX XXXX ; they designated XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX as nominee for their successors and assigns. XXXX XXXX XXXX XXXX ended up being involved in a lot of deceitful and unethical practices ; as a matter of fact, because we were young and for the most part, clueless about the financial aspect of home ownership, my wife and I were goaded into having two mortgages on the property. The loan agents also assured us that having two mortgages was a temporary solution and we would be able to refinance both mortgages into one mortgage within a couple of years of maintaining the mortgage. Over the years the mortgage was assigned to multiple entities to which they corresponded with us through postal mail ( USPS ). One of those entities happened to be Ditech Financial ; they took over both payments in accordance with the original mortgage agreement. In XXXX we tried to refinance the mortgage, like what was told to us in XXXX The companies that we contacted were adamantly against refinancing the loans and for good reason. We eventually went back to Ditech Financial and asked them to refinance the mortgages. They stated that they would not refinance the loans but that they would modify them. They sent out a modification letter, which we still have, and told us that we wouldn't have to do anything except pay a specific amount and maintain that amount for three months and our new payment would automatically go into effect, which we did. So to our understanding they combined both mortgage payments into one mortgage payment because 1. ) The single mortgage payment was $ XXXX {$60.00} less than the combined double mortgage payments. 2. ) The original mortgage was extended 10 more years essentially making it a 40 year mortgage. 3. ) They didn't mention any other payments in the letter nor did they send out any additional letters for the second mortgage. We found out after closing and after obtaining the book & page records from the Recorder of Deeds of XXXX XXXX and the title report that Ditech Financial was not eligible to collect money for the second mortgage because they were never assigned the second mortgage, which should be considered fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19064
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Shellpoint Mortgage has shut the door on my family and put us into foreclosure without giving us a fair chance to fix the problem. My grandfather bought this land 40 years ago and this home loan that is managed by Shellpoint was taken out in XXXX. This is the home that our family grew up in. When my mother passed in XX/XX/XXXX I the daughter and rightful heir was living with her and my aunt XXXX was executor of the will and contacted Shellpoint and told them that the house had been deeded to me and my sister and that I would be taking over the mortgage payments. I am contacting your agency because I am very concerned about the way that Shellpoint has handled the servicing of this loan since I became the owner. Our family has paid as agreed for nearly 25 years and this loan is close to being paid off. However due to the questionable business practices of Shellpoint and employee XXXX XXXX I am facing foreclosure on our family legacy. They have denied me access to assistance programs to help me resolve missed payments and have not played fair or been reasonable. I took over the mortgage payments not long after my mother passed. In early XXXX my hours were reduced at my job and I had just been XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( ages XXXX and XXXX ). The combination of income loss and additional expenses to care for the children who were now living with me was overwhelming and I missed the mortgage payment in XXXX. I contacted Shellpoint in XXXX to discuss options to help with the mortgage payment. I was told I could apply for assistance programs online but had trouble with their system and after multiple attempts ended up scheduling a phone call in which the agent questioned me about the household income and expenses at that time. Shellpoint came back a few weeks later but I was not offered a loan modification or deferment or any type of real help ; instead their agent offered a payment plan which required me to bring in a {$5000.00} lump sum down payment plus the regular mortgage payment ( total of about {$6200.00} ). This was difficult to afford at that time but I was able to scramble and get the money together but then my car broke down and it cost over {$1000.00} to repair and it was necessary for me to keep my job so I paid for the repair. . I emailed my Shellpoint contact XXXX XXXX to tell him I had the majority of the payment and asked if I could have an extension until XX/XX/XXXX to pay the full amount. XXXX XXXX said that there were no options and that the plan would be cancelled because I would be late with 100 % of the funds. I then asked if there was a way they could try to do a new repayment plan or review me for some other type of plan -- -he said that the account was being pushed into foreclosure status in XXXX. He said they would only accept full reinstatement of funds and that the money had to come via wire transfer or certified funds. Shellpoint denied access to programs designed to assist struggling borrowers based on a verbal interview of income and expenses at that time. Shellpoint has pushed our home into foreclosure without ever reviewing our current and correct financial information. Our financial circumstances have changed as I am back working full time as XXXX XXXX XXXX as well as becoming a XXXX XXXX XXXX XXXX XXXX business. Additionally my father has moved in and is contributing towards the household expenses with his retirement income. The only option Shellpoint considered was a repayment plan with a huge down payment on our home that we have lived in for 24 years. This home is almost paid off and Shellpoint is engaging in unethical servicing practices in an attempt to steal our familys legacy and equity and this will not stand!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32608
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I recently lost property and was evicted after fighting in court. I inherited a home through a quit claim before, My late mother who pass in XXXX. The debt was time barge and even fighting in court. A quitclaim was not enough. And while I tried relentlessly to save the property, shellpoint the mortgage servicing continued to violate the dual process in Illinois. After they sold the property in auction in XXXX. It was not enough for them but try to sue me for a debt that I did not even own and was not even under my name. Being under constant stress from this mortgage company. I decided to hire a forensic tax expert witness who will testify in court if ask. In XXXX I was mailed a XXXX statement from Shellpoint mortgage. They are XXXX balances. XXXX for the amount of outstanding debt. Second lower income treated as ordinary income- meaning rent falls under form XXXX -and XXXX. Us code sec. XXXX and XXXX amount of {$520000.00}. Was the pay off. This statement is not a fraud as much as what the IRS calls proper characterization of transactions. The irreparable harm caused by the concealment. And material misrepresentations in statements. ( 1 ) an advantage for the household where the court can see not being on the right argument. ( 2 ) the correct attribution of assets and liabilities triggers a tax and tax payer form 1099 that was mailed to me. ( 3 ) The courts aware of the delima ( conflict ) Which would seem a deceptive practice by the court but its the states its interest. In abandoned asset that makes the case pleaded so important to be keenly aware what us properly informed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2023 NewRez took over servicing my loan from XXXX XXXX. In early XX/XX/2023, NewRez, despite being listed on my insurance declaration page, and being notified by my insurance company, XXXX, did not pay my homeowners insurance. Over the course of late XXXX and much of XXXX, NewRez claimed that they were going to pay the insurance, so the policy could be reinstated, but never did. I called every two weeks. They told both my insurance company and my broker they were going to send a payment, but neglected to do so. Finally on XX/XX/XXXX, on a joint call with NewRez and my insurance company XXXX, I was told by XXXX that there was no way to reinstate the policy and that the insurance company had told the last two NewRez representatives that very information. In early XXXX, NewRez, with out sending me notice, placed me on their lender insurance. Now, because of their malfeasance, I am having difficulty getting homeowners insurance, because to the insurance brokers/companies, it appears as if I have been uninsurance since XX/XX/2023. Based on the way NewRez handled my payment of my homeowners insurance, I believe not paying the insurance of their customers may be just the way they do business and could be a systemic problem. By not paying my insurance I was forced to be on their high risk insurance. Meanwhile, they had all the money I had been paying for my insurance in escrow. Additionally, during this time period I had a property claim. Their handling of this claim, which is still not resolved has been abysmal. The damage happened XX/XX/XXXX and the claim is still not resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I started calling XXXX on XX/XX/XXXX regarding a hail claim. It takes forever to get through their automated system. I think there were more than 20 questions and several were repeated more than once. I eventually agreed to leave my contact information to have someone call me back. It said I would not loose my spot in line if I left a message to call me back. No one called me back for the next three days so I called again. I called back on XX/XX/XXXX. Per my notes I was on the phone 42 minutes, then spoke to XXXX. He opened a claim profile and sent me the package. We had some discussion about my claim since it was over {$40000.00} where they want me to mail them the check and sign it over to them, whereby they would disperse when they were satisfied their requirements were met. XXXX told me since my initial check was under {$40000.00}, they would endorse it over to me so I could get the repairs started but once the total paid went over {$40000.00}, they would go into their more involved process where they required I endorse the funds over to them and then they would hold them in escrow until they sent inspectors out and were otherwise satisfied the work was done correctly. I sent in the insurance check with my cover letter on XX/XX/XXXX. Being the holidays, I did not expect an immediate response but hearing nothing for three plus weeks, I emailed and faxed the listed email and fax number on XX/XX/XXXX. Since I sent it late in the day, they probably did not get it until the XXXX. I received an automated email asking me to give them 48 hours to respond. Hearing nothing, I sent them a follow-up email and fax on XX/XX/XXXX. I received the same automated response. I received a read acknowledgement on the morning of XX/XX/XXXX. I have heard nothing more so I sent them another follow-up this morning. The roofer is ready to start the work but I need the check so he has the funds to get started. This should not take more than a month to turn around a check and it should not take more than a week to get a status update. I do not know why I should agree to sign over insurance proceeds to them so they can use my money for free if they are going to take more than a month to respond and ignore repeated phone calls, emails and faxes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A