Date Received: 2022-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When we ( my husband and I ) initially purchased the house it was with XXXX XXXX and a month after we closed on the house, it was sold to Shellpoint/Newrez. The house was constructed in XXXX, they paid the taxes of the property in XXXX, which did not include the new information of the house. They returned money to us, from the escrow account in XXXX for {$3100.00}. I called the mortgage company to find out why they sent us this check, since we are first time home buyers, they said it was because it is an FHA loan, the amount in the escrow account for the insurance and taxes could not exceed over {$50.00}. Due to an error on the mortgage company 's behalf, around the beginning of XXXX they lowered our mortgage from {$1300.00} to {$1100.00}. As a result, we contacted the mortgage company to inquire why the mortgage payment decreased. The mortgage representative informed us that there was a payment error and related what the correct amount would be in order to pay the loan, taxes and insurance on the house at the end of XXXX. As a result, the mortgage company paid the taxes on the house and this included the construction cost of the house. The mortgage company paid {$3000.00} on XX/XX/XXXX. When we attempted to make the payment on XX/XX/XXXX, we realized that our Mortgage payment increased substantially from {$1100.00} to {$1500.00}. We immediately contacted the mortgage company the same day and advised them that this is causing a financial hardship. Due to the fact that we had no knowledge that the mortgage payment would increase substantially and furthermore ; this was not an error committed on our behalf. The error being that the mortgage company failed by sending us a check without first accurately verifying how much we would be responsible for paying taxes on the house within our county. The mortgage company advised us that they would be conducting an investigation and that they would would be following up with us within 5 to 6 business days. Unfortunately, it has been 7 business days and we have not received any type of update or notification on the matter.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: WE ARE IN THE PROCESS OF SELING THE HOUSE. WE NEED AT CLOSING THE PAYOFF BALANCE WITH HISTORY AND DISCLOSURES OF ALL DETAILS OF THE FINAL AMOUT DEW. SHELLPOINT, THE SERVICER CO., IS REFUSING TO DISCLOSE THE DETAILED INFORMATION ABOUT THE " DFERRED BALLANCE " IN EXCESE OF {$200000.00}. WE WILL NOT BE ABLE TO CLOSE WITHOUT BEING ABLE TO ACCOUNT FOR THIS " DIFFERED BALLANCE " SHELPOINT CLAIMS IT HAS NO PERMISSION TO DISCLOSE THIS INFORMATION. OUR ACCOUNTANT WILL NOT BE ABLE TO CLOSE THIS CASE WITHOUT THIS IMPORTANT INFORMATION. SHELPOINT CLAIMS THIS " DIFFERED BALLANCE " IS THE RESULT OF A LOAN MODIFICATION. WE AGREE WITH THIS INFORMATION HOWEVER A DETAILED HISTORY WITH FIGURES AND DATES HAS TO BE DISCLOSED FOR THE PAYOFF TO BE FAIR, ACCURATE AND CORRECT. BEST REGARDS, XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting XX/XX/XXXX I have received notices from Shellpoint Mortgage regarding hazard insurance placed upon our property. Immediately I called and submitted the relevant documentation of my existing hazard insurance, and requested to have the escrow balance cleared. I forwarded this hazard insurance to their support department, and tried repeatedly to clear up this misunderstanding. Each time while speaking on the phone, I have received confirmation from the agent that this was a mistake on Shellpoints part, and have at multiple times had the escrow balance cleared, only to have the escrow charges re-emerge. As of XX/XX/XXXX my wife and I have started seeing late payments reported to credit agencies, negatively affecting our credit score. Shellpoint have completed an audit, and returned a response to us which does agree that the hazard insurance should not have been placed, but has not cleared up the balances incurred by those fees. At all times I have continued to pay the original mortgage amount, and so should be in good standing on this balance. Many thanks for your help.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a follow-on to my original complaint cfpb # XXXX I have a mortgage on a single-family home that is serviced by Shellpoint Mortgage Servicing. I am behind on my mortgage payments. In XX/XX/2021, I was offered a XXXX XXXX by Shellpoint. Although this was a wonderful opportunity for me to get caught up, the plan did not include any documentation explaining how the amounts were calculated. The amounts required by the plan seemed to be more than what I owed. The plan allowed me to file an appeal. I filed an appeal with three items. In mid-XXXX, I received a response to my appeal that addressed two of the items I listed in my appeal. On XX/XX/XXXX I sent a follow-up email reminding Shellpoint that not all of the items in my appeal had been addressed. The new year began but there was still no response from Shellpoint, so I sent another email in XXXX asking them for a response to the third item in my appeal. To my shock and dismay, I was then informed that my repayment plan had been revoked and was no longer valid. Shellpoint now refuses to honor their offer, even though I carefully followed the rules that were stated in their offer.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Received letter from foreclosure attorney with sale date for my property XXXX. Foreclosure Letter dated XX/XX/2022, postmark envelope XXXX/XXXX/202. Requested from my mortgage servicer recently, and several times, additional time on a forbearance. I was told I could not get a forbearance because I had a previous forbearance of which I found out was not true. Shellpoint customer service has given me misleading information and they are trying to make me lose my house to foreclosure. My research I found I could have a forbearance up to 18 months under the Covid -19 or Hero Act. In my mortgage documents I signed at closing it states I was to be given 30 days prior to foreclosure sale date, of which I was not given. My mother who is elderly was affected by XXXX she now has terminal health issues from XXXX. I was affected by XXXX my employer closed the business where I was employed, I lost my employment and I had XXXX too. Submitted financials and all requested information for mortgage assistance, I have not received a denial letter for mortgage assistance or my request for a forbearance. I have not received a letter from foreclosure attorney asking me to validate the debt I have made a request. Shellpoint customer service is rude, and I was told that I needed to sell my house because I could not afford it. I feel I have been discriminated against because I'm a XXXX female and a Senior Citizen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38637
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had a very difficult time with Shellpoint. I have tried to submit for a loan modification several times. I was never able to communicate to the same person which always caused confusion. Shellpoint always seemed to lose my paperwork, which I constantly had to re-fax. My representative does not seem to want to help my save my home. I went on a forbearance from CODVID income loss. Shellpoint recommended it during the pandemic. What Shellpoint didnt tell me is the fact they would not help be resolve the COVID forbearance by a modification. Not helping a homeowner resolve the forebears from COVID seems predatory. I have been told by Shellpoint that they did a XXXX XXXXest that came in XXXX XXXX dollars lower than the actual value. My value has gone up considerably so failing a XXXX test seems like fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: COMPLAINT ID XXXX I do not accept the response from the mortgage company regarding this complaint. They are in the wrong and should be made to remove the negative reporting off my credit report. How can they get away with this? And how am I protected by not being able to respond to their response? I reached out to them to make a payment. I told them tell me what I need to do to make a payment. they delayed and delayed while i reached out trying to find out what's going on. pleading to let me know something so that this would not happen! This is a sin that myself, as the consumer, middle class- we get screwed up the most! This one seemingly small incident has effected me horribly! And again, I did nothing wrong! I followed the rules! We are NOT protected! I reached out so I could start making my payments again. I wanted to get back on track. I identified that I did not want to have any negative impact on my credit as I had done everything I was told to do the right way, etc. and the company did wrong! How can a company get away with this!? This is not fair to the " small '' consumer! They just get to apologize for their mistakes, but are not willing to fix anything?! This has impacted my life in such a negative way, but does not harm to them whatsoever! They were WEEKS late at getting the documents out to me, they were days late with wrong information regarding the regulations. Not to mention I was told by this company, their loss mitigation " specialist '' that nothing would be reported while working on the new program/modification!? This is a disgrace to the consumer! How am I protected when they can get away with this??? It's right there in black and white! " No, you will not be reported '' " Sorry it is taking so long '' And me asking, begging, pleading for an answer so this would not happen! We consumers are NOT protected if only the company gets to respond without the consumer 's rebuttal! What an absolute disgrace. NewRez/Shellpoint mortgage should be ashamed of themselves for their practices and customer service!!! Imagine a customer saying one thing and doing another? Our lives get ruined!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX of XXXX the XXXXXXXX XXXX XXXXXXXX, Mass. closed my business due to XXXX for 15 months. At this time, I was in a forbearance for 12 months with XXXX XXXX Mortgage, I missed a payment in XXXX of XXXX and tried to make 2 payments in XX/XX/XXXX, they refused to take the payment, said that I defaulted on a loan modification trail period. They sold my mortgage to Shellpoint. On XX/XX/XXXX, I reached out to Shellpoint to start paying my mortgage. I was giving a point of contact, XXXX XXXX. Shellpoint at that time wanted {$5500.00} to bring the loan current, I explained that my business has been closed for 15 months due to COVID-19 with the rest of the world in this situation, I couldn't pay that amount. They proceeded to make me fill out a loan modification application, which I started to do and every time I sent documents to my point of contact, she needed more, and refused to take any payments except for the outstanding amount, now {$60000.00} to bring mortgage current. XX/XX/XXXX, I told XXXX I could pay my mortgage if they could put the {$6000.00} in the rears of the loan. She stated she had to talk to the investors, the answer was NO! Now we have to start another loan modification application all over again because the old one expired. Every week I get a letter in the mail the Shellpoint is here to help, NOT! As of XX/XX/XXXX, I finished another loan modification application, which takes forever because they keep asking for more and more information, which this never stops. They had a gentlemen come to my house to take pictures for this modification, and he told me to get a lawyer because Shellpoint was coming to take my house, he felt bad for me because I've done nothing but try to pay my mortgage, he said this is what they do. They don't help you at all!!! He said Shellpoint will keep stringing me along till I pay the amount they want, or they come get the house. I was emailed that evening from XXXX that she would let me know as soon as she hears something. Today I received an email from XXXX that she needs XXXX Profit and Loss form my business and I have explained in the past that I was closed for 6 months in XXXX and the numbers wouldn't be accurate, and business is slowly getting back to normal. I have every email that she has sent me, and I have sent her, I have documented everything I have sent her and every time we speak on the phone. I AM SO FRUSTRATED!!!!!! I have applied for a home equity loan from my bank and to pay Shellpoint the {$65000.00} to get reinstated and we got denied because ShellpoinXXXX has lowered my credit, due to non-payment. Catch XXXX. The Massachusetts Attorney Genral 's office has been trying to help me but so far, I haven't seen any results, I have done nothing but try to pay my mortgage since XX/XX/XXXX of XXXX and they REFUSE to take any type of payment except for now {$6500.00}. Today I received a letter from XXXX XXXX XXXX Attorneys at Law, as of XX/XX/XXXX my house is in FORCLOSURE!! So, if my house has been in foreclosure since XX/XX/XXXX, why is Shellpoint ( XXXX XXXX asking for more documents on XX/XX/XXXX and today. So, am I in foreclosure or am I applying for a loan modification to help me start paying my mortgage??? I'm begging you for help!!!! I don't want to lose my home, I'm XXXX and my husband 's XXXX we have lived here for 22 years, and we love our home!! I think you get the jest of what is going on with Shellpoint. PLEASE HELP ME SOLVE THIS ISSUE!!! all I want to do is pay my mortgage and keep my house. Thank You XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/22 I Called to get information from my existing mortgage lender ( New Rez ) about home equity loans, asked for information several times from XXXX XXXX mortgage consultant # XXXX but instead he ran my credit and started a new mortgage application which I did not authorize or consent to. I asked him for the info and he became agitated and said why I asked him about the home equity loan if I wasnt going to apply. I called New Rez to put in a formal complaint and no one has gotten back to me.
Company Response:
State: NY
Zip: 10461
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan changed hands multiple times before our first payment was due. We have a loan with this company since the end of last year. The last six months we have spent filing letters on the website emailing and calling multiple departments as well as filing official complaints to the company in writing. This place appears to be a call center for a collection agency with no opportunity to go into a local branch and go over specifics of the loan as well as expectations. Each attempt at communication ends with a promise of resolution with no follow up and you can only escalate your issues to their own department supervisors which are not able to assist and have no authority to aid in your situation. All complaints are to be filed in writing and in my experience are not followed up to or responded. We always over pay our escrow and principal for the mortgage on time. We communicated everything upfront as we awaited our supplemental tax bill and over paid escrow while waiting. They incorrectly informed us of proper procedure requirements on multiple occasions. Our supplemental tax bill is due in 10 days the money is intentionally in our escrow account to pay it and they are refusing to issue the money to the assessor or return it to us in time to pay it. Although we have been in communications with them since last XXXX regarding this very item and even personally at the leading of a customer service rep called the assessors office on XXXX way to confirm the supplemental bill and they " noted '' the system. In an effort to be a responsible lender we have done all we were asked and gone over and above all that is asked of us and have nothing but unprofessional non accountable individuals working with and servicing our home. Who will hold this company accountable for unfair practices and poor service and zero soft skills with clients that did not choose to be their clients. I have never been insulted and interrupted talked down to with no end in sight by anytime especially not over a half a million dollar loan. I would never have selected a lender with such poor ethics as a collection agency to do this with us. Someone needs to remove this company from this industry and pull accounts such as ours and give them to other mortgage servicing companies.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 95336
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A