Date Received: 2022-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX ... ... ... ... ... ... ... ... ... ... ... .... .. XXXX XXXX XXXX XXXX XXXX XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... XXXX XXXX, FL. XXXX ... ... ... ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ..... Shellpoint XXXX XXXX XXXX XXXX, MI XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... Property Address : XXXX XXXX XXXX, XXXX XXXX, FL. XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ..... ... ... ...... XXXX XXXX with Shellpoint : XXXX ... ... ... ... ... ... ...... First complaint letter filed XX/XX/XXXX : see reference number : XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ..... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... On XX/XX/XXXX, I filed a complaint against Shellpoint Mortgage Services ( SMS ), account number XXXX, for failing to return my refund check on funds held in my surplus account in the amount of {$700.00}. Please see complaint number XXXX. SMS refused to apply the money to my old account listed above, and they refused to transfer the money to XXXX XXXX XXXX to use toward the shortage on my new account when the loan was transferred from SMS to XXXX XXXX XXXX, on XX/XX/XXXX. Now, they are refusing to process a refund directly to me based on page three of their own letter wants after the loan was current ... ... ... ... ... ... ... ... ... ... ... ... ... .... According to a letter that I received from Shellpoint Mortgage Services dated XX/XX/XXXX, SMS would refund my money placed in my surplus account after my loan was paid current. Please see the XX/XX/XXXX, on page XXXX, where SMS stated that the company will mail a check once the loan was current. Also, I have supplied copies of all checks paid directly to Shellpoint Mortgage Services. ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... ... ... ...... Since I have requested my refund three times. First, in XX/XX/XXXX, by fax. Second, in XX/XX/XXXX, by a complaint letter filed with Consumer Finance Protection Bureau. Please see Shellpoint Mortgage Services response at XXXXCFPB Response XXXXXXXX. Third, in XX/XX/XXXX, by certified letter, and I have not received a refund. Please see certified letter dated XX/XX/XXXX. I feel that Shellpoint Mortgage Services has had adequate time to process my refund. However, SMS has failed to return my money. This refund has nothing to do with anybody else or any other company. I am requesting a refund of money paid directly to SMS. I paid Shellpoint Mortgage Services directly {$3100.00}, so I am requesting a refund for {$700.00} for money held in my surplus account that SMS failed to use for its purpose. Please see a copy of the all checks paid directly to Shellpoint Mortgage Services because as of today, XX/XX/XXXX, I have not received a refund ... ... ... ... ... ... ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32117
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In the month of XXXX, XXXX I spoke to XXXX XXXX from Newrez Mortgage Company. He inquired if I was interested in refinancing my home mortgage to a lower interest rate. I informed him that I was interested. He sent me that forms for me to sign through the loan company 's portal, which I did. While, going through the process, I asked him if I needed to make XXXX 's payment. He stated that once I completed the process, I would not have to either make XXXX and/or XXXX loan payments. I continued to receive notifications to sign varies documents. Once again, they were all signed and forwarded back. I received an email from XXXX XXXX, the loan processor stating that I should close by XX/XX/XXXX. I made several attempts to contact XXXX XXXX. But, to no avail he never returned my calls. t should ne mentioned that in the month of XXXX, XXXX, I had a notary come to my home to sign loan documents. In the packet it stated that I would not have to make a loan payment until XXXX, XXXX. Exactly, what XXXX XXXX had stated to me. However, I learned that my loan was denied on XX/XX/XXXX. I received no notification of the denial in the month of XXXX or the beginning of XXXX. Now, I am responsible to not only pay this month mortgage but the late fees. This is highly inexcusable and unacceptable. I asked several times if I needed to make the following payments and was told that I did not. Now, my credit score will be affected from this misinformation. From my understanding the calls were taped.
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: My mortgage loan with Shellpoint Mortgage Company was in deferment during Covid in XX/XX/2021. I contacted Shellpoint to remove the deferment as of XXXX I went through a trial period and passed. I was later offered another plan that would reduce my payment and negate the current plan. My mortgage resumed active status in XXXX after a FedEx package was delayed due to XXXXCovid related delays. I now have late reporting on my credit report due to the mishandling of my file. I was originally told that the lates would stand because I missed a XXXX deadline. I later have an email and tracking number that states the package would not arrive to me until XXXX. I was told the negative reporting would stand due to not being returned by XXXX when the package had not even been received by XXXX. I am now experiencing major delays on my new build because of these erroneous reports and I am unable to speak to any one at Shellpoint who has the authority or the want to help resolve this issue.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company is a scam. They have tried to add fees cost and other charges to the monthly billed. I have been paying by cashier check and having the post office send certified so the I have time and date. Your offices have not helped me in the past and I will start sending this daily if that will help keep someone look at this. Enclosed is the last payment and it was not late or not on time. This company then trys to report late to the credit bureaus. This information is wrong!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Purchase mobile home XXXX refinanced ground in with new loan through Greentree servicing LLC. It changed hands in XXXX to consaco finance servicing both Greentree and Consaco was contacted by XXXX asking to have my name removed from loan as co-bower. In XXXX is when we divorced. However it has never been taken out of my name from XXXX. I know Ditech is who owns mortgage in XXXX when XXXX passed away. Call asking about ins that was on loan from day one if something happened to either of us the loan would be paid off? I was told it was refinanced to keep out of foreclosure in XXXX and I've also gotten document that's be notorized by someone in XXXX XXXX expires XXXX submitted by XXXX XXXX XXXX from XXXX and XXXX XXXX XXXX firm in XXXX KY saying the pay off date of XX/XX/XXXX had been omitted from the mortgage executed XX/XX/XXXX? Says mailed to both XXXX and co-bower at XXXX XXXX XXXX XXXX Ky on XX/XX/XXXX. It was also signed off on at courthouse in XXXX and filed. I never received anything I didn't live there since XXXX and though I'd been removed from loan. I've asked how did loan get refinanced without my signature in XXXX Ditech refussd to give me info and told me regardless I would pay the debt. Also asked why was payoff date omitted from loan in XXXX was told by Ditech and Shellpoint that now holds mortgage they have no reganition of that but I was going to pay loan. I've also called XXXX XXXX XXXX twice with no return call back. No matter how I try and get info no one tells me anything and no one will send documents they do have so I can put it together. I've hand written request also emailed request. I've sent request to land title company also no response either. Not only did they threaten back in XXXX about foreclosure and again in XXXX but without my knowledge it looks like they got the mortgage forbearance or refinanced loan in some way. I've also called XXXX office here in XXXX Ky and was told by them that the said property is in XXXX 's name only no second person. How does that happened if ground was tied in with mobile home in XXXX at time of purchase? If it was done correct it would show it in both names like loan does? I've not been aware of any of this for yrs it wasn't till the death of XXXX that I became aware of debt and all the issues from these companies that are all tied together leading back to Greentree servicing LLC. I've also asked and sent required things to have my name changed on loan since they says it's mine nothing been done also death certificate was sent to Ditech to remove XXXX leaving in co-bower nothing 's been done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 422XX
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: While reviewing mortgage payment history on XX/XX/XXXX, there were several NSF charges that appeared even though our monthly mortgage checks were being received and processed by Newrez every month. On XX/XX/XXXX, I called Newrez to ask about the charges and the Newrez representative stated the fees were for non-sufficient funds. I explained to the representative that no such condition existed since our monthly mortgage checks were being received and processed by Newrez. The representative then shifted his explanation by stating that the fees were to pay off an " NSF fee balance '' from XX/XX/XXXX. I again explain that no NSF situation occurred and referenced Newrez 's own payment history on their online portal. The representative placed me on an extended hold and then finally stated that the fees would be refunded. This is our 4th complaint with Newrez regarding deceptive business practices in managing our mortgage. Newrez provided false information during the initial explanation ( which we have complained on before ) and then they attempted to falsely explain non-existent fees. The fees were eventually credited on XX/XX/XXXX, however, their payment history is so disorganized with multiple duplicate entries, incorrect entries, and mislabeled entries that it makes it difficult to determine how much of a payment was applied to where.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im contacting you regarding predatory behavior of NewRez /Shellpoint who fails to provide me with Payment Deferral Option for my covid 19 forbearance payments to be applied to the back of the loan. I contacted them numerous times and was promised by their agent to include Payment Deferral Option in the agreement but the agreement was never corrected to reflect this option. My Covid 19 forbearance ends XX/XX/22. I am able to resume monthly payments. As of today, and despite of their previous promise, the Servicer declined to proceed with Payment Deferral Agreement ( to Extend the term of the loan for the number of months the loan has been in forbearance ; ) Attached in exhibit A is a public announcement by FHFA stating that the Servicer is OBLIGATED to provide Payment Deferral Option for Covid Forbearance payments. New York State Law 9 ( x ) equally states that Servicers are obligated to defer Covid 19 forbearance payments to the back of the loan. NewRez/Shellpoint found a loophole not to comply with New York laws ( while servicing New Yorkers ). Please investigate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mortgage was in a COVID related forbearance plan XXXX. Prior to COVID and entering the forbearance, the mortgage was current. In XXXX of 2021 the mortgager was contacted and ACCOMODATIONS to bring the loan current were made and completed. A company appointed Loss Mitigation Specialist advised me on XX/XX/2021 not to make a payment that the modification accommodations would begin in XXXX. Three auto draft payments were scheduled and made as agreed upon. According to the CARES Act a loan that was current prior to COVID where mortgage/ payment accomodations were made to bring the loan current within 120 days of the end of the Covid National Emergency , should be reported as current. The COVID national emergency ended XX/XX/2021. The mortgage company reported the loan late which resulted in a drop of over XXXX points to my credit score. I had never had a delinquent payment in the history of the loan prior to XXXX. Requests were made multiple times to remove the negative reporting from my report but the mortgage company refuses. During the forbearance and during resolution exiting forbearance, I remained in contact with my loan servicer. I complied with every request made to resolve all issues regarding XXXX related forbearance. As a customer who remained in good standing pre COVID and post forbearance, I requested negative comments be removed from my credit. The company refused despite several disputes and escalations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Over the last year and a half, I have made over {$21000.00} in extra principal payments but NewRez refuses to reduce my interest payments to reflect these additional payments and is still going to charge me the same amount of interest over the life of the loan as if I have never made the additional interest payments! They have put the intention to carry out the above illegal actions in a written letter to me. I believe this violates the law and also is not in compliance with my original loan agreement which was with XXXX XXXX. NewRez apparently bought my loan form XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX XXXX, XXXX, I closed on my home. Since that date, my mortgage has been sold many times. As a result, I have had a number of servicers. My payments have never been late. XX/XX/XXXX, I entered into a Forbearance Plan due to hardship initiated by the pandemic. Just prior to entering into the Plan, I was advised that I had a new servicer. I was advised that no adverse information would be reported to the credit bureaus while in forbearance status. Prior to the end of the forbearance period, I was advised of ( 4 ) options to keep my status in good standing. I opted to exercise the option of a loan modification. The loan modification closed in XX/XX/XXXX. The following month, I was advised by my credit monitoring company, XXXX XXXX XXXX, that Shellpoint Mortgage Servicing had reported adverse information to XXXX, XXXX, and XXXX. Shellpoint Mortgage Servicing reported that I was delinquent in payments. I immediately contacted XXXX and was told that technically I was delinquent because I had not made payment ( s ) during the forbearance period. I tried to explain to no avail that by definition forbearance means that payments will not be made during such period. The XXXX representatives would give conflicting, inconsistent information from call to call. Some representatives would indicate that the reporting was in error after confirming that their records reflect that payments resumed in a timely manner following forbearance. I was told that they would submit my concern for review. Ultimately, I was told that I did not maintain good standing since payments were not made while in the Forbearance Plan. The matter was escalated to their Loss Mitigation Department. The issue was passed around throughout their operation, while my typically high credit score ( s ) plummeted severely. In addition to attempting to address this error in credit bureau reporting, I made a lump sum escrow shortage payment of {$510.00} on XXXX XXXX, XXXX. Subsequently, I learned that Shellpoint applied this payment as a regular monthly installment. I was told that making such escrow payment would not reverse the delinquent report to the credit bureaus. I was aware that these are separate matters. Overall, the servicing provided by Shellpoint has been problematic since inception. I have never experienced such issues with any of the many servicers that I have had since initially closing on this mortgage 25 years ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A