Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am reopening complaint number XXXX. This issues have not been reoslved despite repeated attempts on my end. The instructions from the IT department were insufficient. They did not work and it is not the issue. The issue is that IT did not close out the last prior loan. Please ask them to re-open and resolve the complaint. It should not have been closed in the first place.
Company Response:
State: MA
Zip: 02136
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX XXXX XXXX solicited and encouraged me to enter into a hardship plan during the Covid-19 Pandemic, offering a 3 moth deferred payment plan, with the promise of a loan modification or deferral of past due amounts to end of the loan. A month after accepting the offer they transferred the account to Shellpoint Mortgage Company. Shellpoint immediately placed the account into default status and began threatening foreclosure. Additionally, they contracted with another company who changed the locks on my property and alleged to winterized a home that had been previously winterized. After filing a complaint with your agency in XXXX of XXXX Shellpoint honored the agreement made with XXXX and my account was returned to good standing. However, Shellpoint has consistently denied me access to the property even though there are no outstanding balances on the property. Every attempt since XXXX to gain access to the property, as recently as XX/XX/XXXX has been met with the same statement. We are escalating your your request and someone will be in contact with you within 24-48 hours. The return calls never happens, in spite of the monthly mortgage being paid and in spite of advising their customer service reps and supervision that the calls were being recorded and that I would be contacting an attorney As a result of being locked out of my home, I have been unable to assess any damage rendered to the property by Shellpoint representatives or lease the property to interested parties. However, my phone is inundated everyday with callers seeking to purchase the property. XXXX and Shellpoint 's handling of this property has caused substantial stress and severe mental anguish as every attempt to conduct routine business results in unproductive phone calls no less than 1.5 hours. As I stated in the XXXX complaint, XXXX XXXX and Shellpoint mortgage seems to be complicit and nefarious in their actions with consumers, with a common goal of seizing the properties of unsuspecting people. I strongly urge a full investigation into their day to day interactions with consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have paperless billing and make automatic payments via online banking every month. I logged on to the New Rez website to look at my payment history. They assessed a late fee back in XX/XX/XXXX, because they received the payment 1 day late. I have never been late before. Because I do not receive paper statements, I did not know they charged the late fee or that they received my payment 1 day late. My online payment history ( see attached ) shows they have been marking " unapplied payments '' in the accounting of my loan without my knowledge. Each and every time I try to call New Rez, the line is busy. I contacted them by email form via their website over a month ago and never received a response. I asked if they could waive the late fee. I also asked why they were using the " unapplied payments '' accounting in payment history as well. No response. Furthermore, the last time they reported my balance to XXXX and XXXX, was XX/XX/XXXX. They reported a loan balance of {$120.00}, XXXX. At that time, my balance was {$120.00}, XXXX. The balance ( as of XX/XX/XXXX ) is now {$120000.00}. This inaccurate and late reporting is falsely hurting my credit score. Finally, I received a letter from New Rez ( no mention of my concerns above ) stating they have " previously paid or have scheduled to pay an insurance renewal premium and have received another billing notice from another company. '' Thye claim this will result in 2 policies being aid and it is my responsibility to remedy the situation. My previous homeowner policy was canceled by the insurance company ( because they don't know that I have a brand new furnace and air conditioner ). Regardless, there is no record of payment TO the company ( I called them and logged on to my account ) and there is no record of renewal payment made by New Rez showing online. If the phone line is always bust at New Rez and they do not answer my communication emails, how am I supposed to remedy ANY of these situations?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My complaint is with shellpoint mortgage servicing. Last year, during the pandemic, my house was in foreclosure and even had a sale date. I tried so hard to make a new payment plan or get modification from Shellpoint, it never worked. And one day they called me and if I come up with XXXX of payments, they can make my mortgage current and cancel the sale date. I was so happy to hear that, so I sent XXXX of payments and they canceled the sale. And only a few days later, my loan was transferred to a new servicing company which was XXXX XXXX. And my payments increased by almost {$1000.00}. Shellpoint never told me about this. And a few months later my loan was transferred back to Shellpoint mortgage. Right now I am XXXX behind on my payment. They would not work out anything unless I sent another XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91354
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage Company : Newrez XXXX XXXX XXXX XXXX Texas XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX XXXX # XXXX XX/XX/XXXX contacted an agent. Asked about our review/audit on our escrow as we had to put {$7000.00} extra for taxes in for last year. I was informed an audit would be run and i should see paperwork in approx. 2 weeks We never had a tax bill for XXXX as we didnt move in until XXXX XX/XX/XXXX contacted again. This time i was informed certain states are done in certain months. She said Wisconsin was XXXX so i would be seeing the paperwork in the first 2 weeks of XXXX. XXXX, still nothing. I call again. This lady apologizes and said she will have an audit run. I did inform her nicely i would be contacting cfpb if it wasnt resolved. Again nothing Today, XX/XX/XXXX call again. Now i am told by this customer service rep that it doesnt get handled until you have been paying for a year. I talked with my mortgage servicer and he told me to contact you as it is illegal for them to hold the money in escrow This is pretty sad and horrible way to treat your customers and all the different stories
Company Response: Company believes the complaint is the result of a misunderstanding
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan servicer, NewRez d/b/a Shellpoint, paid for Earthquake coverage from my escrow account in the amount of {$530.00}. They will not issue a stop payment on the check issued XXXX. XXXX 's acknowledges they have not received payment. Shellpoint acknowledges they made payment in error and the check has not cleared. My escrow account is short {$530.00} and will be reassessed erroneously for XXXX based on their incorrect payment.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan transferred from XXXX XXXX XXXX to Shellpoint Mortgage in XXXX, XXXX. However, not all of the funds in my Escrow made it to the second servicer during this transfer process. The second servicer, Shellpoint, claims that the first servicer, XXXX, paid my property taxes before the transfer. But, the first servicer expressly denies doing so. Even their year-end 1098 statement says property tax payments were {$0.00}. So, I'm in a catch XXXX here. XXXX claims they sent $ XXXX to Shellpoint. And Shellpoint claims they received only $ XXXX. Lost {$6000.00} in Escrow with neither parties willing to help me.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 95391
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Dear Sir/Madam, My mortgage was forbearance for XXXX due to COVID. I was come out of this forbearance with modification for reduced interest and paid three-month trial payments. After I signed documents for modification agreements for and last three months ( XXXX, XXXX, and XX/XX/XXXX ) I am paying my mortgage payment first of each month on time. Never any late payment after this modification. But Shellpoint Mortgage services reported to the credits bureau, my payment was Delinquency for more than 90 days and my credit score went down XXXX points. This is not actable, and Federal Government gives consumer rights, and mortgage companies shouldn't report to credit bureaus about this forbearance/miss payments. Please check this unacceptable problem with Shellpoint. My name is XXXX XXXX, and my account # XXXX If you have any questions, please don't hesitate to contact me at XXXX or email XXXX XXXX
Company Response:
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We tried to recieve a lower interest rate back in XXXX with XXXX XXXX XXXX then sent our loan to another company who at that time told me to hold my payments and we did until they received our paperwork at that time they tried to foreclose on us then. We paid the money up and was fine then our loan was sold to shellpoint mortgage company and they told us to send our payments in and we did and they did it again. Then they did it again in XXXX and we paid them {$36000.00} through an attorney and we made 5 months of payments to them and in XXXX of XXXX they sent back 3 months work and at that time refused to talk to us so we back to our attorney and they wouldn't talk with him either and then covid hit and they never called or mailed us anything or to our attorney u til XXXX of XXXX and said we now owe XXXX in order to reinstate our loan whoch is nailing us with all these court costs and attorney fees all for nothing when they could have simply took our money I stead of mailing them back to us with the stamp NO on the post office checks. These people are mean and cruel to try and take an XXXX year Olds home when they have always paid there mortgage every month and never had any problems. Please help us before we are homeless with nothing we have worked for our whole lives. These people just don't want to work with anyone at all, and they lie cheat and steal homes from the American people and this needs to stop our health have gone down hill from all the stress and not knowings what we are facing. So please help us. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28152
Submitted Via: Web
Date Sent: 2022-04-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: WE TOTALY AGREE AND WE ENTIRELY IDENTIFY OURSELF WITH THE Prepared Remarks of CFPB Director XXXX XXXX on the XXXX XXXX XXXX XXXX XXXX. XX/XX/XXXX BECAUSE THATS EXACTLY WHAT HAPPENED TO THIS LOAN MODIFICATION. IT WAS STUCK IN THE FINANCIAL CAOS OF XXXX. SEE ATTACHED Document. OUR ACCOUNT OF EVENTS : WE PURCHASED THIS PROPERTY IN XXXX FOR {$420000.00} WITH A LOAN FROM XXXX, THE BIGGEST LENDER IN THE COUNTRY AT THE TIME. IN XXXX XXXX COLLAPSED AND XXXX XXXX XXXX INHERITED MILLIONS OF XXXX LOANS. IN XXXX WE LOST OUR EMPLOYMENT AND WE DEFAULTED ON OUR OBLIGATIONS. WE HIRED THE " LEGAL HELP GROUP '' WHO PROMISSED TO SAVE OUR HOME AND DELIVER A LOAN MODIFICATION. WE SPENT 2 YEARS FAXING UPDATED FINANCIAL INFORMATION BUT NOTHING WAS DONE BY THE LEGAL HELP GROUP. WE THEN APPLIED DIRECTLY TO XXXX XXXX XXXX. TWO YEARS PASSED XXXX XXXX XXXX FAILED TO DELIVER. THE LOAN WAS TRANSFERRED TO SHELLPOINT MTG. SHELLPOINT MODIFIED THE LOAN SIX MONTH LATER, WHICH WE ACCEPTED IN PRINCIPLE BUT WE NEVER RECEIVED THE TERMS OF THE LOAN FOR OUR REVIEW. THIS IS WHY WE HAVE REQUESTED A VALIDATION AND VERIFICATION OF THE ENTIRE HISTORY OF THIS LOAN WHICH WAS DISTORTED DURING THE FINANCIAL CRYSIS OF XXXX. THIS HOME WAS MEANT TO CARRY US THRU THE RETIREMENT YEARS INSTEAD THE TOTAL AMOUNT DUE IS NOW AT A WOPPING {$800000.00} WE NEED ALL THE HELP WE CAN GET FROM CFPB, SHELLPOINT AND XXXX XXXX XXXX TO GENERATE A LOAN MODIFICATION THAT CAN TAKE INTO ACCOUNT THE UNFORTUNATE EVENYS OF XXXX AND XXXX AND DELIVER A MODIFIED LOAN WITH A TOTAL AMOUNT DUE NOT GREATER THEN {$150.00}, CALCULATED BY XXXX. ( SEE XXXX ESTIMATE ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A