Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX Bank sold my loan to Shelllpoint mtg. on XX/XX/2021 but Shellpoint mtg paperwork is incorrect and shows XX/XX/2021. With this incorrect date Shellpoint mtg has sent me letters stating that they will foreclose on my home. Now they have the escrow balance incorrect and say that I owe them roughly {$18.00} when they owe me over {$2600.00}. I have filed numerous complaints on their web portal. I have called numerous times, and I am trying to refinance through XXXX bank but Shellpoint refuses to correct the loan transfer date and they refuse to correct my escrow balance. This is consumer fraud and there is no one to help me. I have been working on this since XX/XX/2021 and neither XXXX XXXX who sold my loan nor Shellpoint will do anything? I have also filled out a complaint on the FBI 's portal but no one has contacted me. I need help with this fraud.
Company Response: Company believes complaint is the result of an isolated error
State: KY
Zip: 40391
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Just called today about modification a Shellpoint rep XXXX XXXX XXXX ext XXXX said UNDER 30 DAYS BOGUS SEE PROOF OF ONE FAXE XXXX have XXXX proof also and was emailed!!!!!!!!!!!!!!!!! Was never legally under review all BANKS SAY UNDER 37 DAYS WAS THERE PLENTY OF TIME!!!!!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refi'ed my home loan with NewRez. My original mortgage loan is also with NewRez. The closure documentation had an amount in the Payoffs and Payments as {$110000.00}, which is not the correct payoff of my loan. When I questioned XXXX XXXX about the amount, she stated that " The closing team always pads the total payoff amount by a couple of hundred just in case something goes wrong. '' So I signed the paperwork. At the time my loan closed/paid off my original loan balance, the outstanding balance to be paid off was {$110000.00} on XX/XX/XXXX. XX/XX/XXXX was the new loan disbursement date. However, I did make a payment to my original loan of {$680.00} on XX/XX/XXXX to avoid a late charge. I expected to get a check in the amount of the difference of the amount paid on my loan to what was paid, plus the payment made on XX/XX/XXXX. This would be {$880.00}. I only received a check for {$720.00}. I have tried to get the final pay off of my original loan ( showing the actual ledger balance to be paid and the payment made ), such as a final closing statement. However, the original loan is inactive and there is no record of the amount of the final balance, except for the payoff quote I downloaded prior to the refinance funding. the check I received did not have an itemized breakdown. When I questioned NewRez about this, they responded with only the Closing Disclosure again -- and when i provided them the email about the padding of the loan balance, no one has responded to my inquiry.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing to dispute a late payment classification resulting from a failure in communication on the part of my prior loan servicer, NewRez | Shellpoint. My loan number with NewRez | Shellpoint was XXXX On XXXX XXXX XXXX I was abruptly dismissed from my job. In the two weeks that followed, I contacted NewRez to see if there was any accommodation that could be made for my involuntary unemployment. At that time, I was told over the phone that I would be put in a forbearance program effective XX/XX/2021 for a period of three months. There would be no impact to my credit. If I needed further extension, it would be discussed at the end of the three-month period. At this same time, I was assigned a single point of contact ( SPOC ) whose name is XXXX XXXX. During this initial phone call, I inquired about any necessary paperwork and was told in no uncertain terms that there was nothing further they needed from me at that time. I subsequently received a letter in the mail from NewRez confirming the designation of my SPOC with contact information and indicating a review of my loan would be conducted ( see attached ). I never received any communication from my SPOC or any representative from NewRez regarding forbearance or payments. Meanwhile, in early XXXX I received a letter indicating that my loan was transferred to XXXX XXXX XXXXXXXX ( see attached ). In early XXXX, I received a phone call from a representative from XXXX XXXX. The representative told me I missed the XXXX payment. When I explained that I was in a forbearance program, I was told there was no record of it. Subsequently, a late payment was recorded on my credit history.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-01-06
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: I have been denied access to online services for years with Shellpoint Mortgage Servicing. I had my single point of contact changed and was given the wrong contact information by my previous single point of contact. After multiple unanswered emails and multiple attempts to contact the new single point of contact by phone ( left detailed voicemail messages ) I now months later have not been contacted once by the single point of contact. I received a document stating my loan had been taken over by a new servicer in early XX/XX/2021 but when I contacted them they said they had never had my loan or myself as a client and none of my information was in their system. I was informed that even if my loan were serviced by them for a single day that my information would have been on record with them. I again received a different document stating my loan had been taken over by a new servicer less than two weeks from the first document in early XXXX and this servicer had no contact information and is not listed on any XXXX searches and the document stated to contact Shellpoint for customer service but again no one answers or returns phone calls or emails. I was advised to contact my mortgage servicer to find out about my eligibility and enrollment in the XXXX XXXX Relief Program but without any communication from Shellpoint I have gone deeper into the deadline to save my home from foreclosure. I contacted Fannie Mae but they offered no solution. I am without financial means to hire an attorney and need help to save my home from the predatory loan servicing practices of Shellpoint. I have documentation, Emails, recorded phone calls, XXXX reports, and phone records to support my case. Can you please help???? PLEASE!!!! I BEG YOU!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied to refinance my loan. There were several barriers that I was faced with before going to closing they said there was a lien on my home. The lien did not belong to me, they said they needed to find out how money is dispersed from my 401k. After a month of sending them documentation they said I had to remove a dispute from my XXXX credit report. I had the dispute removed and told them my credit report had been update. They said having an updated credit report was not good enough and that I had to fill out a form so they can have the dispute removed. I was told my credit was not going to be pulled. My credit was pulled after I submitted the form and the loan was denied because my score went down.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Company : Shellpoint XXXX XXXX XXXX XXXX, SC XXXX Loan # XXXX ( XXXX XXXX XXXX XXXX XXXXXXXX XXXX VI XXXX XXXX Borrowers : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Loan Modification Process XXXX* didn't provide accurate information XXXX* received documents as requested and had issues with the signature of XXXX XXXX XXXX XXXX Didn't give the proper address to resend revised documents XXXX* Asked us to provide a Quitclaim Deed to have my name removed but later rescinded that claim. ( please listen to recorded phone conversations ) XXXX* Told us because the modification is in the process we will need to pay after it's finished XXXXWill there be late fees or show up on my credit report XXXX* answer- No! XXXX Some of this can be backed up through emails XXXX* My credit report is showing 60 days late XXXX* We will fix it, but never did. XXXX* Today- My 60 days late wasn't any fault of theirs. XXXX This is unfair and unprofessional, especially when you have recorded conversations and you make it a point to notify the customer. Their representatives should not be allowed to misrepresent the truth.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 mailed money order to pay mortgage payment. Payment got lost in mail after investigating money order company refunded my money. I have sent all paperwork to ShellPoint explaining what happen and ask if they can remove XXXX late payment from credit report due to mail being lost.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez owes me {$6600.00} due to an escrow refund. Their website clearly shows this on XX/XX/XXXX. I have talked to multiple representatives that state they sent a wire transfer on XX/XX/XXXX. I never received any such transfer. A supervisor named XXXX at Newrez stated they keep the escrow refund because " he's been in the business a long time. '' This will be an entire years of waiting as of this Friday XX/XX/XXXX. I have attached a copy of my payments history with escrow refund clearly shown in red. This from Newrez 's own website.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Shellpoint in XX/XX/XXXX. I was assigned a point of contact, XXXX XXXX on XXXX. I reached out to her multiple times and did not receive a response. I sent a general email and received an email from XXXX XXXX, my new point of contact XXXX. I spoke with XXXX on XXXX. She offered me a deferment which I accepted. She told me that my past 22 past payments would be added to the end of the loan. She also gave me my new monthly mortgage payment amount. I was to receive the paperwork in the mail to sign and return. I never received the paperwork and as XXXX XXXX, XXXX approached I did not know what to do. I reached out to XXXX by email on XXXX. Her response on XXXX was that the paperwork was sent out and since it was not returned by XX/XX/XXXX it would have to be re- generated with new dates. Again, I have emailed and called her with no additional response. Please note, she emailed me at XXXX, I emailed he back immediately at XXXX. She has yet to respond. This company is purposely stalling me and this process. This is an attempt to take my home. I can never reach anyone by phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A