Date Received: 2022-04-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage company is Shellpoint. I went into the forbearance plan with the Covid In XX/XX/2020. Since XXXX Ive been trying to get out of the forbearance and resume my payments, they send me a partial claim paperwork to sign fo the total amount XXXX. Since XXXX Ive been trying to sign the paperwork but they keep refusing to letting me know where my partial claim funds are going to be applied to. The only thing they keep telling me, you I didnt pay it on the front and when I finish paying the house to sell it I would pay it in the back. That attitude make me believe that they are just trying to keep the money and then apply to my account. My biggest fear is not me because I am an informed consumer and I keep fighting until I get what I know its right, but most people are not as feisty as I am and I will get that signed the papers and forget about it. I am sending these complain and ask him for a solution, not only for my own personal benefit but for the other people that might be in The same situation, I dont know how to go about it. This company has to be investigated, and I need some answers about my partial claim. I said certainly hope that you can help me to solve this situation. Sincerely XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I HAVE NUMBER OF TIMES ASK SHELLPOINT MORTGAGE TO CORRECT MY MONTHLY PAYMENTS TO THE CORRECT AMOUNT. {$1300.00} IT IS NOT {$1600.00} SHELLPOINT MORTGAGE ACCT XXXX ALL 3 CREDIT AGENCY MUST BE CORRECT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2022, I received a predatory loan modification from Shellpoint that should have been a XXXX XXXX XXXX modification subject to people affected by Covid -19. I emailed Shellpoint escalations, loss mitigation, my dedicated account representatives, and the XXXX on XX/XX/2022, XX/XX/2022, and XX/XX/2022 that I want my XXXX XXXX modification to go forward and to remove # XXXX, the attachments, and fix the capitalized interest. As of the date of this complaint, Shellpoint has not responded. Shellpoint refused to correct Ditech 's error in overcharging me for escrow. In Texas, the servicer can not estimate, they must use the previous year 's expenses. When I should have had a credit, Ditech deceptively showed a short. Shellpoint refused to correct it stating that they took what Ditech gave them. Then, instead of accurately counting my payments, Shellpoint held funds in suspense and claimed I missed payments. Plus, charged property inspection fees that are not allowed under my note. In the modification agreement, Shellpoint includes " Additional '' items in number XXXX. These do not allow me to sell the property or transfer the modification to an heir. Interest should not be charged on the modification because I was affected by XXXX. Shellpoint, not only charges interest, but also overcharges. All the fees that are supposed to be waived, Shellpoint includes them in the " Additional items. The XXXX language allows them to void the entire modification by giving the the right to demand the escrow short during the months that I was affected by Covid. The escrow language also double counts because the escrow account says there is a current short, which is part of the new modification amount, but the escrow short is also added to the back of the loan in. Shellpoint also wants me to sign an errors and omission statement while they are creating errors and omitted a second page of the disclosure pages. Shellpoint wants me to sign a Texas loan note with the incorrect amount that I owe with the capitalized interest including Shellpoint 's legal fees. Shellpoint included incorrect court records where the note is located and incorrect property descriptions. Shellpoint includes no oral agreements, which I do not know if that includes email.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. PROPERTY TAXES. Since XX/XX/XXXX, I have made multiple phone calls to Newrez ( and I've sent emails and uploaded requested documents ) asking Newrez to pay our XXXX property taxes. My husband and I have about {$15000.00} in our escrow account and our property taxes are roughly {$2500.00}. During the phone calls, I notified Newrez that I received a delinquent property tax notice from XXXX XXXX and that every month the county is adding on hundreds of dollars in penalty and interest. On two separate occasions, I have provided Newrez with a copy of that delinquent notice. I sent Newrez another email on Monday of this week asking how there could be this much delay and why was Newrez risking the loss of its collateral. Yesterday, I received an email response back stating ( for the first time ) that a company called XXXX takes care of Newrez 's tax problems and that it is XXXX that is causing the delays in resolving this matter. 2. EXCESS ESCROW FUNDS. Since XX/XX/XXXX, Ive requested that Newrez return over {$10000.00} in excess funds that my husband and I paid into our escrow account at closing. I have had many phone calls with various Newrez representatives and, in response, Ive received several different answers about the return of our escrow funds, including that : the law does not permit Newrez to return our escrow funds until XX/XX/XXXX, the law allows Newrez at its sole discretion to keep our escrow funds and to adjust our monthly mortgage payments however it sees fit, Texas law requires Newrez to return excess escrow funds in XXXX and our money should have been refunded already, and the debacle with our property taxes has already triggered an escrow analysis which is required to be completed within 2 weeks, at the conclusion of which our excess escrow funds will immediately be returned. ( That phone call took place more than a month ago and I was told the lady I was speaking with was a Newrez supervisor. ) In my phone conversation with a Newrez escalation agent that has been assigned to my case, I was advised that an escrow analysis has not been started and might not be. The agent did say that if an escrow analysis is performed, the analysis will indeed require an immediate refund of our excess funds. 3. THIRD-PARTY PROPERTY TAXES. Several Newrez reps have told me that last XXXX Newrez took some of our escrow funds ( about {$800.00} ) and paid a third partys property taxes. That money has yet to be returned to our escrow account. 4. HOMEOWNERS INSURANCE. I checked with XXXX last week and they said Newrez failed to make our XX/XX/XXXX homeowners insurance payment. After I brought this to their attention, Newrez paid the insurance premium this month. 5. NEWREZ BANKRUPTCY. In my last phone call with Newrez on XX/XX/XXXX, I asked ( because of all of the above unusual occurrences and the conflicting information Ive been receiving from Newrez ) whether Newrez was in bankruptcy or about to be in bankruptcy. I was advised the company is in good condition and not in bankruptcy or preparing for bankruptcy.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have repeatedly tried to request new Rez to remove the late from XX/XX/XXXX on my credit report. This was an accurately reported as the system was down when I tried to make my payment at the end of the month which would not have been late. I do that every month with no issues. I have snapshots showing that the system was down yet they are coming back saying that they have no login information for me during that day which is crazy because the system is clearly down and why theres a glitch and them not showing me logged in. I obviously have snapshots showing that the system was down which wouldnt have taken place after the fact because the date on the snapshots indicate the system being down on XXXX XXXX. They keep coming up with excuses why they wont remove it and at minimally I would requested to be done as a courtesy even though out of principle it should be done Ive been a loyal customer and Ive never been late on my payment to them. Is clearly was a system error and I refuse to let this go. I am correct and I am very upset and frustrated that they have negatively reported this on my credit report when I have been a loyal customer and have proven to them with many snapshots that I tried to login and was unsuccessful due to the system error and then going down. Hi again kindly ask that somebody please review this without giving me the response the system wasnt down because it was And remove my late from the credit report as I am trying to refinance my house and this is hurting me to do so I am trying to refinance directly with their company yet they still want to charge me a late. This is ridiculous and an unacceptable and I will not give up fighting this because I was not late nor have I ever been late. Please review this to be removed off my credit report and updated as the payment was made first thing the following morning when the system went back up. Please Remove the late off my credit report from XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX, Social Security Number XXXX I started my mortgage with Shellpoint Mortgage Services XXXX XX/XX/2020. My Mortgage number is XXXX and is for an apartment located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have paid my mortgage on time during all these months, however, I'm having problems with the extra principal payments On XXXX XXXX, I did a Principal payment of {$41000.00}, then on XXXX XXXX another one for {$6800.00}, on XXXX XXXX another one for {$1800.00} and on XXXX XXXX the final one for {$1700.00} In total, I have paid {$52000.00} to the principal. However, these payments have been taken out from the system and never applied back, some of them have been applied to interests and others to cover new months payments ( so not all the money is applied to the principal ) All these problems are happening because Shellpoint online software takes the money and starts moving it in and out. In the end, the numbers are not correct. I'm having a lot of phone calls and emails trying to solve this issue, however, shell point is denying the help and also not replying to most of them. More than one year later, I'm still having the same problem with no solution. I'm attaching the following documents as a support * An XXXX chart with the payments done and the correct principal balance I should have today ( {$170.00} ) *A pdf from the Shellpoint software showing how they took my payments out and start moving them without applying again to my principal * An email from them when they confirmed their mistakes and applied some of my payments back, but then their software make mistakes again I have much more emails that I sent them without getting any response from them back if you need them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently use the online system for New Rez and during the month of XXXX I did not hit submit so my payment was late. Once I checked my account and saw that my payment was late I decided to make an early payment for XXXX because I am working out of state and did not want any issues. So I made the electronic payments online on XX/XX/2022, and paid the amount of XXXX for my XXXX payment and XXXX again for my XXXX payment online through their system. Each installment stated this was the amount due and I proceeded with those payments. I checked my bank account a few days later to make sure the payments came out of my account. On XX/XX/2022 I received an email that I was two payments behind and I called New Rez. I was told that on XX/XX/2022, New Rez sent a letter out to inform me that my mortgage payment was going up in XXXX. I explained that in no way could I have made my two months ' payments and received the letter in the mail the same day. The company never called or emailed me about the discrepancy. I was told since the payment of {$930.00} was not made and I made the payment that appeared online at the time of XXXX. New Rez did not know what to do with the money that I clearly submitted online for my XXXX payment, they applied it to my principal portion of my loan. Never issue the money back to me, calling, emailing me, or trying to get in contact with me. I received a 30-day late on my credit that I have never had a mortgage payment 30 days late in my life. this is unfair and how Americans end up in financial situations we can not get out of. If my payment changed it should have been reflected when I made the XXXX payment online. I paid was was stated that was due at that time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX Newrez LLC/Shellpoint mortgage servicing sent me a secure message through their online message portal that contained loan documents belonging to someone else. I immediately contacted Newrez, who downplayed the concern and could not tell me if my personal information had been inadvertently sent to another person in error. Ironically, the message was sent from their compliance team. In the wrong hands, this information could be used for fraud, and I would like to ensure that the individual ( XXXX ) affected are notified and that Newrez is audited for proper PI compliance. Newrez has been my mortgage servicer since XXXX of XXXX. When my loan was transferred to them from the originator, I attempted for months to recast the loan only to be told that my primary investor would not allow it. I had to personally call the investor ( XXXX XXXX XXXX XXXX ) and have them contact Newrez on my behalf in order to facilitate the recast request. The delays incurred due to newrez 's errors and incompetence have cost we well over {$1000.00} in additional interest payments on my mortgage.The purpose of my inquiry was a request to have the {$300.00} recast fee waived due to their errors. In their response today, they sent me the private information of someone in California which included all of their loan documents and payment history. It is my fear that my personal information was also shared with the wrong person.
Company Response:
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My loan went into the CARES Act Deferment. When we were coming out of deferment, i had selected to go thru an approved modification offered by XXXX XXXX. Shellpoint then required me to enter into a trial program for 3 months before they would approve this modification. When you logged into their site, this was the only item they asked for payment for, there was no way to pay any other loan, or see anything else was past due. I made those payments on time, and it took several more months because of problems with their paperwork ( they would send me one copy of the loan modification, so I would sign it and send it back, and they would say they needed 2 copies. Then they said we didn't fill the form out correctly ) During this time they reported the original loan as past due. Their excuse is that I was making payments on this new loan, while not making my payments on my old loan. I was making every payment I was made aware of. I had no idea I would have to pay 2 mortgages at the same time to not fall past due on the original mortgage. I have requested they make this accommodation twice, and they have denied it because even though I did make payments, they say I didn't fufill my contract on the original loan. While I have gone thru this process, I have made every payment we agreed to on time, yet they have reported me past due as 30, 90, 120, and 150 days on all my credit reports. To me this feels like an accounting error on their part, as there was no way for me to apply those payments to that loan, their payment portal only allowed it to be applied to this new modification. I had no idea the other loan was falling past due while doing this. You can look at my payment schedule and see how I made all the payments on time, but they were applied to this new trial mortgage instead of my original mortgage, which caused the original to fall behind. You can see on my payment schedule that these payments are on my account as 'unapplied payments '
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir or Madam, On XX/XX/XXXX I entered into a conventional mortgage with XXXX XXXX. The closing documents provided for a total monthly payment of principal, interest and escrows of {$2600.00}. The first payment was due XX/XX/XXXX. On XX/XX/XXXX I received notice from XXXX XXXX that servicing was being transferred to NewRez aka Shellpoint. On XX/XX/XXXX I submitted to NewRez their form for establishing biweekly deductions to be made for my mortgage payments. On XX/XX/XXXX I received email confirmation from shellpointmtg.com ( attached ) that monthly payment has stopped and biweekly payments have been set up. On XX/XX/XXXX I paid my XX/XX/XXXX mortgage payment of {$2600.00} by check to NewRez, which check was negotiated on XX/XX/XXXX. On XX/XX/XXXX I received a statement from NewRez indicating that my " Next Due Date '' was XX/XX/XXXX and that the amount due was {$0.00}. Statement attached. Between XX/XX/XXXX and XX/XX/XXXX I made numerous calls to NewRez servicing to inquire when biweekly deductions would begin and to verify that my XX/XX/XXXX mortgage payment would be applied timely from them. I was told that the biweekly payments were set up and that my XX/XX/XXXX payment would be applied timely. I emphasized that I was concerned because biweekly deductions were not beginning until midXXXX. My experience with biweekly mortgage servicing is that the payments are deducted in the month preceding the due date and applied in full on the due date. I was concerned the turnaround time was too short. I was assured that payments would be timely. I was told that NewRez would apply biweekly payments received AFTER the due date to the mortgage, and that they would be treated as timely. ( I could hardly believe this. ) On XX/XX/XXXX I received a statement from NewRez that my " Next Due Date '' was XX/XX/XXXX and the Amount Due was {$2600.00}. Statement attached. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, newrez made deductions of {$1300.00} from my account as directed by me in their biweekly payment form. PDF of ACH deductions to NewRez from my XXXX XXXX XXXX XXXX bank account attached. I logged in to NewRez 's website numerous times in XXXX and XXXX looking to see if a mortgage payment had been applied. A pdf of the displayed Payment History from their Payment tab is attached. It shows numerous " unapplied '' payments in varying amounts on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, as well as a " Principal Only Payment '' of {$2600.00} on XX/XX/XXXX. I have not tendered any principal only payments. I can not make sense of the entries on the Payment History available to me. Today, XX/XX/XXXX, I received an automated email ( attached ) from NewRez that states in part : " Please note : As of today, we have no record of receiving your mortgage payment. To avoid negative credit reporting and late fees, please make your payment as soon as possible. '' I immediately called NewRez. I was told by XXXX XXXX at XXXX pm Eastern time that the NewRez delinquent email was in error. He indicated that he would open a complaint for me. He told me he could not provide me a complaint number or any verification of the complaint. He told me that the pay history he saw showed that my mortgage was current. I recited what the pay history I saw online showed, and he stated that his history was different. I have NO written record from NewRez that my mortgage payments are current. I am VERY concerned about late charges and a negative credit reports. I am asking for your assistance in receiving the following : Confirmation from NewRez that my mortgage is current ; A response from NewRez retracting any report of delinquent payments to the credit reporting bureaus ; A clear explanation of how my biweekly ACH payments have been applied ; An explanation of the " Principal Only '' payment shown for {$2600.00} on XX/XX/XXXX ; An explanation of how my biweekly ACH payments will be applied in the future ; And an apology for my worry and wasted time. Sincerely, XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A