Date Received: 2022-01-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint/New Rez Mortgage Servicing continues to misrepresent amount owed, not applying payments to account and creating shortages to escrow account. On XX/XX/2021, I sent a letter with proof of payments stating funds were not credited properly and how this cause a shortage in escrow account and an issue with the amount of interest charged for the month of XX/XX/2021. Shellpoint responded on XX/XX/2021, with errors, mistakes and not applying a payment received to my account.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2022-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Happy XXXX XXXX. I own a rental property in XXXX XXXX that suffered considerable water damage and received a {$10000.00} check for repairs from my insurance company. It was assigned to me and my mortgage company, New Rez. It had to be endorsed byNew Rez. They received the check ( which was endorsed ) on XXXX. I phoned New Rez to find outwhat theprocedure was. They sent me a form letter stating funds over {$40000.00} are held in an escrow account, under {$40000.00}, the check was sent to the owner. New Rez referred me to XXXX XXXX XXXX at Shellpoint Mortgage Servicing. I called on XXXX, XXXX, XXXX, XXXX, and left messages, no reply. I finally talked to XXXX XXXX who assured me that I would get all the information I needed. Never heard from her again, ever. I emailed XXXX XXXX at that office XXXX, XXXX, XXXX. No response. I finally got a hold of another assessor by the name of XXXX XXXX, on XXXX, who told me that the cheque was deposited to their account in my name., but wasn't released because they did not have a copy of the field adjusters report. They never asked for one, either from me or the insurance company. I sent them the report that day, and it was acknowledged. Never Heard from anyone again
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2022-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX # /account # XXXX -- -Formal Complaint filed on NewRez website. Although their website states you can upload documents, when you attach a PDF, it does not submit. Same PDF as attached to this complaint. XXXX Requested information on making large principal payment from NewRez. On XX/XX/XXXX NewRez issued letter stating Due to the complex nature of the matter, NewRez respectfully requests additional time to respond fully to your inquiry. They never followed with any other correspondence regarding the matter. XX/XX/XXXX made payment {$610.00} Statement says {$170.00} paid to Interest and {$440.00} paid to principle. Principle balance after payment is {$60000.00}. Interest rate is 3.375 %. 15yr term, No escrow holding. XX/XX/XXXX went on website to make large PPL payment. Made payment of {$610.00} of which {$160.00} was applied to interest and {$440.00} was applied to principal even through only 23 days transpired between the XXXX payment and the XX/XX/XXXX payments. The interest accrued for those 23 days calculates to {$130.00}. Also, on XX/XX/XXXX I followed immediately with another payment of {$19000.00} principal only payment ( for a total of {$20000.00} paid that day ). XX/XX/XXXX paid monthly payment of {$610.00} of which {$110.00} was applied to interest and {$500.00} was applied to principal. ( Only 9 days of interest accrued from the XX/XX/XXXX payments which calculates to {$26.00}. NewRez has overcharged for interest and needs to reapply to interest and principal. NewRez charged {$280.00} in interest for the period when the actual interest that accrued is {$150.00} I telephoned NewRez on XX/XX/XXXX, explained the math and asked them to correct the issue. It appears someone tried to do something on XX/XX/XXXX based on the activity shown on their website, however it did not correct the misapplication of interest and principal. ( Note : I received a letter from them dated XX/XX/XXXX, in which they state, We are working to gather the requested information and will forward it as soon as possible. I never got another response from them. ) Seeing the activity on my account from XX/XX/XXXX I followed up with another phone call to them on XX/XX/XXXX and spoke to a service rep named XXXX ( seemingly a Tier 2 Supervisor ). During the phone call She advised that she filed a complaint with NewRez on my behalf regarding the mistake and would get the issue resolved. She further advised that I would be sent amortization with the corrected information. As of XX/XX/XXXX they have not corrected the issue, nor have I received any further communications from NewRez. The information on the website does not show that the error has been corrected. New Rez needs to correct the principal and interest allocation to the loan for the XX/XX/XXXX payment, the XX/XX/XXXX payment and this would reduce the principle by the {$120.00} ( amount of interest they overcharged as of XXXX ), thus each payment since that have overcharged for interest and also needs corrected. Along with this complaint on NewRezs website I will also be filing a complaint with CFPB as NewRez not only misapplied the payments and failed to correct it after two complaints by me, and they neglected to follow through with their own verbal commitments that were made to me in the phone conversation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89002
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my homeowners insurance through my escrow account with NewRez LLC. My insurance payment is due in XXXX of every year. Last year in XXXX, I received a notice of cancellation for my homeowners policy due to non-payment. I contacted NewRez LLC and they admitted that the payment was never sent out. They overnighted a payment and my policy was reinstated. Today, XX/XX/XXXX, I received a call from my insurance company again letting me know that my policy was cancelled due to non payment. So I called NewRez and they again admitted to not preparing a payment to be sent out. They agreed to overnight another payment to my insurance company to ensure my policy was reinstated.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 450XX
Submitted Via: Web
Date Sent: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Res - Shellpoint Mortgage services falsely reported delinquent payments to all 3 credit bureaus on XX/XX/2021. This is a recurring problem with this company. There accounting practices are flawed and none of their customer service agents have the ability to fix errors but just document the problem and the problem never gets fixed. Received letter dated XX/XX/2021 on XX/XX/2021 stating that I was passed due 17 days in the amount of {$19.00} when the check for the entire amount of the mortgage is shown as being cashed on XX/XX/2021. Online records show that my account is current. Phone records say last payment was received XX/XX/2021. Called into customer service and representative claimed my account was in good standing but would not provide information in writing nor would address issue with the report to the 3 credit agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I have been on forbearance plane due lost my job in COVID-19. My loan server was XXXX XXXX. On XX/XX/2021 we have reached to an agreement to modify the my mortgage modification, we went throw the modified agreement/contract. My monthly payments modified to be suitable with my current financial situation which it is {$1700.00} a month. I started the payment trial period, I submitted my first and second monthly payments on time. When the third and last trial payment approached I called XXXXXXXX XXXX to make my last trial payment and they refused to take the payment due the change of loan server to Shellpoint. I called Shellpoint to make the payment and they refused to take the payment due to the documents was still not received from the XXXX XXXX. They asked me to send the modification agreement to them so they speed up the process. I forwarded the loan modification to Shellpoint and I tried to call the point contact for my loan and she never called me back, I kept calling customer serves and they transfer me to the point contact but she never answer or called me back. I recently received a letter for loan modification they did on their own that I have no idea what are the terms of modification they did but I know the monthly payments jumped to {$2700.00}. Again called them and sent email and I have no answer at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was being handled through Ditech Financial , LLC. They filed for bankruptcy on XX/XX/XXXX. On XX/XX/XXXX they completed a sale of my loan to Shellpoint a Division of Newrez. When I found out about this, I called Shellpoint and found out they were a debt collecting mortgage company. I could not understand this. I was told the loan was approximately 45 days late and that I only owed 1 month worth of payments to become current, which I made, but did not understand the 45 days late. They said over the phone that there were late charges, short pay fees, and other monies needed to bring the account to date. I said the charges, approx {$1900.00} seemed excessive to me. After several phone call I was told by an agent named XXXX that the largest amount owed was a Forced Place Insurance fee that was due because of lack of insurance in XXXX. Also because of the amount of the XXXX, which at that time I was told was approx {$1500.00} ( which I now know was actually {$1700.00}. ), that account because of my monthly payment fee of {$420.00}, was deemed 45 days late, and property inspection fees totaling {$210.00} had been added to the account. He said I needed to email Shellpoint to have them investigate, because I told him the property was insured during XXXX. I emailed the proof of insurance to Shellpoint. I waited for a response. I called to make sure they received the proof and was told yes they have it, they did not know why the charges had not been reimbursed. No need to go thru all the responses back and forth, but finally Shellpoint ultimately said they were not responsible for the mistake, because they did not own the loan at the time the mistake occurred. I told them Ditech Financial , LLC has filed bankruptcy, and is no longer available to contact about the issue. I finally contacted an Attorney for advice. I was told that Shellpoint is responsible for mistakes on the loan, warts and all because they are the Successor of Interest, and as such will be receiving the monies still owed via the XXXX, and the home inspection fees. The Attorney also said that if Ditech and Shellpoint made contractural agreements to absolve Shellpoint of any of their mistakes, since the contract was not of my making there is a 4 year breach of contract option available to me, and it looks like since that time will be sometime in XXXX, Shellpoint is dragging it out so they cant be held responsible. Ditech Financial , LLC filed for bankruptcy XX/XX/XXXX Shellpoint a division of Newrez obtained ownership of the loan on XX/XX/XXXX Forced Placed Insurance was placed on the property on XX/XX/XXXX Property inspections kicked in shortly after I was finally told of the XXXX XX/XX/XXXX I the mean time I had made payments thinking they were late charges and short pay charges toward each issue, the dates are the following : Forced Placed Insurance- XXXX {$71.00} XXXX {$71.00} XXXX {$71.00} XXXX {$140.00} XXXX {$28.00} Property Inspection Fees- XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XX/XX/XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$15.00} I am sending proof of Ditech Financials, LLCs Bankruptcy Proof the Property at XXXX XXXX XXXX XXXX XXXX XXXX, Ca was insured in XXXX Proof Of the Forced Placed Insurance XXXX and XXXX Inspection fees Proof of corespondents between myself and Shellpoint I would like to pay this loan off , but do not want to pay the FPI, or the Property Inspection fees. If you need anything else for this investigation, please contact me and let me know- XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX Email- XXXX Cell # - XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94553
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint has not addressed providing fraudulent documents to XXXX XXXX. XXXX XXXX said that CFPB has a role in responding to this unethical and illegal behavior. In complaint number XXXX, Shellpoint summarizes my complaint and includes the buzz words like we have detected you wrote about this issue before to try and get consumer financial protection bureau to close the case. But, they did not address the underlying facts and they will not because they did it. So, unless CFPB actually looks, they will keep summarizing and saying nothing. I attached the email trials with XXXX XXXX included to document the truth of what I am saying and XXXX XXXXXXXX XXXX attempt to do like Shellpoint always does restate the obvious without dealing with the actual.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As you will see in the details that I provide below, our loan with Shellpoint Mortgage Servicing was paid in full on XX/XX/2018. On XX/XX/2018, I requested a payoff amount. On XX/XX/2018, a payoff amount of {$2800.00} was received and was valid through XX/XX/2018. On XX/XX/2018, a payment of {$760.00} was made on the Shellpoint website ( Confirmation # XXXX ). On XX/XX/2018, a payment of {$760.00} was made on the Shellpoint website ( Confirmation # XXXX ). On XX/XX/2018, a new payoff amount was requested because the previous payoff was no longer valid. On XX/XX/2018, a new payoff amount of {$1300.00} was received which reflected the payments made on XX/XX/XXXX and XX/XX/XXXX with an additional interest amount of {$14.00}. On XX/XX/2018, a phone payment of {$1300.00} was taken by XXXX XXXX ( Confirmation # XXXX ). On XX/XX/2018, an additional phone payment of {$14.00} was taken by XXXX XXXX ( Confirmation # XXXX ). On this date, our loan balance should have been {$0.00}. On XX/XX/2018, I spoke with XXXX XXXX of Shellpoint Mortgage Servicing who confirmed our loan account was fully current with no further payment due on our loan. Shellpoint Mortgage Servicing has continued to pay our homeowners insurance and property taxes every year since the loan was paid in full in 2018. Shellpoint Mortgage Servicing has also reported us as seriously delinquent to the credit bureaus since XXXX of 2018. I have made numerous attempts to resolve this issue with Shellpoint. Each Shellpoint Representative that I have spoken with agrees the loan should have been paid in full in XXXX of 2018, but does not have the ability to correct the account. I have been advised to send an email to the escalations department, send an email to the loan servicing department, and most recently, to use the contact us area of the Shellpoint Portal. I have sent email after email and submitted several requests within the Portal, but our account and credit remains uncorrected.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I entered into forbearance with Shellpoint mortgage. However, I paid {$10000.00} on that date. On XX/XX/XXXX shellpoint advised although I was in a continued forbearance I should make payments if possible. From XX/XX/XXXX to XX/XX/XXXX I made approximately {$32000.00} in payments. During which I constantly asked for my total balance due and owing to become current. I was always given a repayment fee that includes foreclosure fees. This fee made in impossible for me to become current. On XX/XX/XXXX I paid {$13000.00} and was enrolled in 6 month repayment period for rears. My request for what total fees went unanswered. In XX/XX/XXXX I was offered and accepted a lump sum repayment offer of {$5700.00} to be paid on of before XX/XX/XXXX. I again, as in my other 11 requests, for an itemized break down of what the {$5700.00} included. I was told audibly the fees were as follows {$3800.00} XXXX & XXXX {$370.00} late fees {$40.00} insufficient funds {$2300.00} foreclosure fees Be advised my account is not in foreclosure. On XX/XX/XXXX I received legal documents filled in my county court titled DISMISSAL from Shellpoints attorneys. The documents reports no injury or cost to any of the parties evolved. I reported this information to Shellpoint mortgage and again requesting an written itemized list of what the fees are. Shellpoint response was the the {$2300.00} foreclosure fee can be paid at the end of the loan. Shellpoint mortgage representative reports they would forward the aforementioned itemized document of rears. They have not as of this complaint letter. On XX/XX/XXXX I again contacted Shellpoint mortgages XXXX XXXX, and asked for a written itemized documentation of rears, she refused. However, she was able to provide the answers verbally on a taped and recorded line. At this point the original fee of {$2300.00} marked foreclosure fees, she explained they were divided into two fees. Those fee 's are as follows : {$930.00} legal fees {$1300.00} other fees When I asked what " other fee 's '' are defined as she could nit answer. I then reminded here of their attorneys legal documents reporting no cost incurred. I am convinced Shellpoint mortgage has willfully charged ambiguous fees to my account. As in foreclosure fee 's, legal fee 's, and other fee 's in an attempt to keep me in the rears. Having me in a vicous cycle of paying late fee 's, foreclosure fee 's and other fee 's that are not applicable. To date I have not been given written itemized accounting of my rears. I ask for a complete audit and itemized list of all fee 's explained.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08094
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A