Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a {$2200.00} regular payment plus an additional principal payment to Shellpoint mortgage servicing ( check # XXXX mailed XX/XX/XXXX ) and they have once again incorrectly applied my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Loan Servicing ( aka NewRez ) continues charging me {$1400.00} each and every month for my escrow/impound account, when the actual yearly total of my taxes and insurance is only {$8800.00}. Therefore, the monthly payment for the impound account should only be {$740.00}. I have asked them multiple times to correct this through an escrow account analysis or, alternatively, to remove my escrow account and allow me to pay taxes and insurance myself, but they refuse.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92867
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end of every year NewRez pulls this non-sense. Always trying to make me pay a double payment even tho I add the {$18.00}. Payment runs from the XXXX to the XXXX after that the late fee of {$18.00}. Straighten them out on this matter.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 154XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgages gave me Covid forbearance for a period of 18 months. All along there was the promise of options to resolve the situation, things like loan modification, deferment, etc. My wife XXXX XXXX in the very early stages, XX/XX/XXXX, and ended up being a XXXX XXXX XXXX XXXX, XXXX for a very long time. Shellpoint continued to offer forbearance. It was even at XXXX point an automated call saying that all I need to to extent my forbearance was press XXXX on my phone keypad. I did so. At the end of XX/XX/XXXX Shellpoint said that I needed to make a payment on XX/XX/XXXX to restart my loan. I called on XX/XX/XXXX and the person I spoke with said I could not make a payment, that they were assessing my account. Then I was told that since my loan had been modified just before the forbearance started, I was not eligible for any of the available options. I asked why I was not told this at the time, and was told by the person I spoke with that this information only became available at the end of the forbearance. Basically, the forbearance was not available to me without the need to bring ALL payments current at the end of it. I was, in my opinion, completely misled as to what was available to me, and now find myself with {$40000.00} in arrears on my mortgage, with foreclosure looming. The CARES Act was supposed to protect from demands for all back payments to be made. Why is it not effectively protecting me now? I have young children, and we are in a lot of emotional pain right now. I can't lose their home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021 my mortgage servicer, Shellpoint, erroneously placed over {$1000.00} of insurance coverage they immediately charged me for. They wrongly said I did not have coverage. I have submitted multiple times evidence of sufficient coverage from my HOA ( I live in a condominium complex ) as well as my personal coverage for property not covered by the HOA. There were no lapses in coverage. Starting in XX/XX/2021 I contested this, and followed up 7 additional times via email, as well as with 2 additional phone calls. My emails were mostly ignored, and every time I have been on calls after hours of waiting to talk to someone I was assured I would get a refund, but now in XX/XX/2021 I have not. It appears Shellpoint may have initially made an honest mistake, by changing my property address by mistake when they bought the mortgage from my original servicer, but they are now fraudulently holding onto my money. They are now ADDITIONALLY charging me a fee every month which no one will tell me what it is for. I am now looking to refinance my mortgage, and given Shellpoint 's behavior to this point I need help with getting a refund on the lender placed insurance, a refund on all of the unexplained fees, as well as making sure they timely refund me my escrow upon loan payoff. I am deeply concerned they will continue to try and wrongfully take away my money, or drag their feet and hold onto it, and it is a very meaningful sum especially in light of the cash closing costs for my mortgage refinance. It's worth noting part of why I am refinancing my mortgage is because I feel that Shellpoint is a bad actor and I can not afford to spend as much time trying to protect myself on a go-forward basis.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90292
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My prior servicers agreed that I could assume the loan to remove my ex-husband from the mortgage, but because of repeated servicing transfers, the assumption process has been delayed and I am now at risk of XXXX XXXX XXXX unless the assumption can be completed. My ex-husband and I were originally co-borrowers, but I was awarded the house in the divorce and received a quit-claim deed. The divorce decree said I needed to remove his name from the mortgage. Following a lawsuit against my prior servicer, XXXX, which resulted in a settlement, XXXX offered that I could assume the loan to remove my ex-husband from the mortgage, which I agreed to. Before the assumption could be completed, servicing transferred to XXXX & XXXX. After much difficulty, XXXX & XXXX stated in writing in around XX/XX/2021 that I could assume the loan to remove my ex-husband, as XXXX had promised. XXXX & XXXX repeatedly dragged its feet on getting me the final paperwork to effectuate the assumption, which it assured me that the investor had approved and that I would receive shortly. Then, in XX/XX/2021, servicing transferred to Shellpoint, and XXXX & XXXX refused to speak to me anymore about the assumption. I have been unable to make headway with Shellpoint in effectuating the assumption that XXXX and XXXX XXXX XXXX had both offered me, and I am running out of time to assume the loan. If it does not happen quickly, I may end up losing my home. Shellpoint is obligated to finalize the assumption I was promised and have been approved for, and I need it to happen immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to resolve my home loan for the last 3 years without result. I have paid extra on my loan for the past 11 years and was under the impression that I would have paid it off by now, but instead they have continued to surprise me by charging more and more each year. The previous lender filed for bankruptcy and beginning XX/XX/XXXX I noticed payments werent posting correctly. I have called and called and faxed and submitted online review requests multiple times with different answers each time. The current lender Shellpoint-division of Newrez has additionally added {$4500.00} on XX/XX/XXXX to my principal balance, supposed fees from Bankrupt fees. I have neither authorized or ever filed for bankruptcy in my life. Upon pressure I was told it was previous fees not posted correctly. I requested a payment history and review to which upon review has many years of payment history missing and has multiple prior service cost assess and unapplied payments on the ledger. I have called and been told to write a dispute and I have multiple times-on XX/XX/XXXX after review of paperwork received and finding of charges imposed without authorization I sent another request of review to what they returned the response that they had already sent a response and to refer to the letter dated XXXX. This is a nightmare and a never ending loop of payments after payments without end for almost 20 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 738XX
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: When CV19 hit, I had to shut down my business, as millions of others in America had to do. The mortgage company offered a forbearance for 3 months. I paid all past due amounts after 60 days and this is still showing up on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have as morgage company a corrupted company bank. XXXX XXXX managed by shellpoint morgage servicing they were to be my mortgage lender on XXXX when they and right away started to sending me paperwork for a foreclosure and I asked them to showed me proof if the mortgage month missed if they will i will pay you but they never did. they started the harassment every month they charged for a late fee until last year around XXXX of XXXX my daughter gave me some money so I can stop the harassment they charged me {$1500.00} or more for late fees and a month. they claimed I owed. so they stopped the harassment now when I tried to get a refinance the other bank see all the late months and they are denied my refinance they see all the late fees shellpoint morgage servicing claimed I owed on XXXX of XXXX XXXX XXXX XXXX on one of the credit report they stated I never missed a payment and I was late in one or two months but never behind NO PAYMENTS MISSED you can checkout it so why shellpoint morgage servicing charged me for 20 or months of late payments i made a complaint on XXXX and XXXX of XXXX through the XXXX the credit report agencies but they didn't care i made a complaint here actually the second one and one of the XXXX or more I did before for the same issue. collecting money than wasn't owe XXXX XXXX covers his criminal activity by hiring another corrupted criminals company as shellpoint morgage servicing they robbed me they harassed me they took advantage of me it's some kind of crime couse they CAN!!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing have been unwilling to accept facts from the XXXX XXXX Bankruptcy XXXX of Alabama. On XX/XX/XXXX in the response to the CFPB complaint filed XXXX XXXX, XXXX Shellpoint stated the loan was past due for XX/XX/XXXX through XX/XX/XXXX. This information is incorrect and can be proven ( Bankruptcy XXXX denying Motion for relief from stay will be forwarded ) This information shows the debtor cured the debt. Shellpoint chooses not to accept bona fide credible errors of evidence made at the hands of XXXX XXXX XXXX XXXX XXXX XXXX without specific reasons to the borrowers. We disputed portions of the debt due to a ( XXXX ) accident the insurance claim was paid to XXXX. We have requested the names and amount/addresses of every creditor that was said to be owed. We have not received the information as to this date of XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A