Date Received: 2021-12-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was diagnosed with XXXX on XX/XX/XXXX, and forced to retire early from my longtime career with the XXXX XXXX XXXX, which reduced my income drastically. I am a single mother and have had a mortgage with XXXX Mortgage/Shellpoint for XXXX. I was inquired about forbearance and was approved on XXXX. I was able to make the XXXX payments and was offered and approved for another forbearance on XXXX. XX/XX/XXXX, I received another letter from Shellpoint telling me I was approved for forbearance until XX/XX/XXXX. I received a phone call from one of the many points of contact I have had, on XX/XX/XXXX telling me that my forbearance ended on XX/XX/XXXX and they would not accept my XX/XX/XXXX payment. They also said I had a past due payment from XXXX which had never been discussed and I was not aware of. I had to Lease to Purchase my home out until I could have the Roof repairs because of a hurricane so they could purchase my home and I could pay off the mortgage company. These repairs have been made and I owe the mortgage company 1/2 of the value of my home. I asked for a modification on my loan until my tenant could secure financing. Shellpoint said I would need to furnish them with the Lease agreement and 3 months copies of payment checks from the tenant which I did for XXXX, XXXX and XXXX After furnishing them and staying in constant contact with them they informed me that they will not give me a modification or a forbearance and they intend to Foreclosure on my home unless I can give them the full amount of the forbearance payments which is unrealistic and impossible under the circumstances. Because of XXXX and complications, I have not only been forced to retire but I have had to file for XXXX. Any assistance or advice on my rights would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sold my home and I was charged {$30000.00} pre payment penalty. I've had the loan since 2018 and only had a 2 year prepayment penalty.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91307
Submitted Via: Web
Date Sent: 2021-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New mortgage loan servicer ( Shellpoint Mortgage Servicing XXXX as Newrez LLC ) acquired my mortgage loan mid-month after our first payment was issued to the original mortgage servicer. Newrez sent us a bill that didn't reflect the payment made to the first mortgage servicer. The first mortgage servicer reported our payment as lost so we promptly issued payment to Newrez to ensure our account would be current. We were instructed to issue a stop payment order with our bank for the first missing payment. After Newrez received and processed our direct payment, and our account was fully current, Newrez received our " lost '' check from the original mortgage servicer, endorsed it, and attempted to apply this payment to our account. After our bank rejected the payment due to our stop order request, Newrez charged us a {$25.00} fee for non-sufficient funds. We've written Newrez multiple times to dispute this charge but they failed to reverse their late/NSF charge . Newrez is knowingly and willfully engaging in deceptive and unfair business practices by acquiring loans, sending bills when payment is in process with the original loan servicer, and then charging late or NSF fees when the borrower/consumer is working to ensure that only one payment is applied at a time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60091
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez responded to our Complaint number XXXX on XX/XX/2021. NewRez 's XX/XX/2021 response states, " Newrez received the homeowners payment of {$940.00} on XX/XX/2021 and per the homeowners instruction applied it to principal and escrow instead of the XX/XX/2021 post-petition and contractual payment '' We at no point in time ever instructed NewRez to use the check they received on XX/XX/2021 in the amount of {$940.00} as an PRINCIPAL AND ESCOW ONLY PAYMENT as NewRez is falsely claiming in their response. It is also clearly written on the check and letter we attached to the check that it was intended for the XX/XX/2021 Due Date of PRINCIPAL, INTEREST AND ESCROW. In fact, we sent in a certified letter, attached to the check that NewRez received on XX/XX/XXXX, specifying that the check in the amount of {$940.00} for the XX/XX/XXXX due date and was to be allocated as a payment of PRINCIPAL, INTEREST AND ESCROW. Attached is the letter we sent of attached to the check for {$940.00} that NewRez received on XXXX, XXXX 2021 specifying that the check was for PRINCIPAL, INTEREST AND ESCROW, NOT JUST PRINCIPAL AND ESCROW as NewRez is claiming. XXXX. NewRez needs to immediately deposit the appropriate amount of funds that were due to be paid on our account for INTEREST for the XX/XX/2021 Due Date, the funds we specifically said were to be allocated as Principal, Interest and Escrow as we contractually owe 12 yearly payments of PRINCIPAL, INTEREST AND ESCROW. XXXX. NewRez needs to acknowledge that we never gave them Instructions or permission to use this check received on XX/XX/2021 in the amount of {$940.00} for PRINCIPAL AND ESCROW only. Our mortgage account now has a missing interest payment of which NewRez needs to resolve their error.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased home in XX/XX/2021 with NewRez. In XXXX I receive a letter that XXXX owns loan now but to continue with NewRez as mortgage servicer. I always pay my mortgage 2 weeks early on the XXXX of the month. Today I receive an email from a loan company I never heard XXXX, or was given the heads up my loan was transferred. They say they aquired my loan XX/XX/XXXX and nobody informed me and I am late on payment and owe an additional {$21.00}. Not only have I paid XXXX 's mortgage but I paid XXXX 's too. Yet they are saying I still owe with a fee and late on XXXX. I am very upset and especially having not been forewarned. How do I know this is not even a scam? They better take off fee and have me credited up till XXXX. I do online banking and it shows both checks cashed and dates.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC services my mortgage. They failed to pay the premium for my property insurance, XXXX XXXX XXXX XXXX which was due XX/XX/2021. On XX/XX/2021, I received a notice of cancellation from XXXX, on the same day I had to submit a claim for wind damage on the XXXX policy. I was understandably upset by this coincidence. When I attempted to contact NewRez to rectify the problem, I was put through an extremely complex phone-option system that disconnected me after a XXXX effort the first time, sent me to a customer satisfaction survey before I had received any customer service and then disconnected me again the second time, and then finally connected me with a representative the third time, who claimed that NewRez had not received an invoice for the premium. This assertion was contradicted the information on NewRez 's customer portal, which clearly listed the premium as due XX/XX/2021, and nevertheless showed it as unpaid. NewRez 's representative placed me on an extremely long hold after which she informed me that she had spoken with XXXX and would be able to get the insurance verified as still in force, and p [ romised to get a check to XXXX within 2 business days. Although I am relieved that my homeowner 's insurance has not in fact been cancelled, apparently by the good graces of XXXX, I am happy to receive an assurance that NewRez will do its job after escrowing funds for the purpose, I am shocked that I was required to go through this process to get this company to service the loan they undertook to do. Since as a consumer I have no choice in the matter of what company services my loan once it is sold, I feel my only remedy to deal with quality control and customer service issues such as this, that put homeowners ' properties at risk of being uninsured, is to bring this egregious behavior to the attention of the authorities, and perhaps to other consumers.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed Complaint # XXXX on XX/XX/2021 in regards to my mortgage servicer NewRez LLC DBA Shellpoint Mortgage Servicing. NewRezs XX/XX/2021 response states, As stated in Newrezs XX/XX/2021 response, {$940.00} in funds previously received from the Trustee were mistakenly counted as a post-petition payment in tracking post-petition amounts due 1. Provide documentation/records showing the exact Transaction Dates that NewRez allegedly received funds from the Trustee in the amount of {$940.00} that was mistakenly counted in the bankruptcy payment ledger. If the amount of {$940.00} was paid by the trustee as multiple payments, totaling XXXX XXXX-provide documentation showing all of the separate amounts and transaction dates which total to the amount of {$940.00} that was allegedly received from the trustee and mistakenly counted in the bankruptcy payment ledger. 2. Why is NewRez stating they used the number/amount of {$940.00} in their XX/XX/2021 response as the number/amount {$940.00} does appear at all in their XX/XX/2021 response?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX, XXXX, SC XXXX Attn : XXXX XXXX XXXX XXXX Re : XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX Loan : XXXX Dear XXXX XXXX : Please treat this letter as a " qualified written request '' under Section 6 ( XXXX ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ). This request is made by the above-named debtor, to ensure that the account is timely and correctly serviced during the COVID forbearance period. At the outset of the COVID pandemic, I entered into an offered COVID forbearance with your company Shellpoint mortgage with the promise that at the end of the forbearance period my payments would all be consolidated and deferred to the back of my loan at maturity ( a balloon payment ). As the pandemic stretched on, from time to time I obtained extensions for the forbearance. Unfortunately, the bookkeeping system at Shellpoint is such that for some unexplainable reason, your employees have my forbearance stopping and starting again intermittently during this period. To be clear, I have been told indeed, assured, all along by your employees that I am in forbearance, my account has ALWAYS shown through the online system that I am in an active forbearance. In late XXXX I reached my SPOC XXXX XXXX and discussed the resumption of payments and my deferral, and the escrow shortage on my account. At that time, XXXX XXXX explained that my payments of {$1600.00} were to resume on XX/XX/XXXX, and that all arrears would be deferred to the back of the loan. It wasnt until I question the fact that I had received letters about my escrow shortage that she revealed that that part of my back payments wouldnt be part of the deferral. We discussed my options and she suggested that the escrow shortage could be paid back over a 1 year, period or longer if I wanted up to 5 years. We scheduled a call back on XX/XX/XXXX, to finalize my deferral. XX/XX/XXXX came and went with no phone call. Each time I call, my SPOC is unavailable and I never receive a call back. Yesterday, ( XX/XX/XXXX ) I sent an email to XXXX XXXX and she implied that she had tried to reach me on XX/XX/XXXX, but was unable to ( whatever that means ) To be absolutely clear I received absolutely no missed calls or voicemails from XXXX XXXX EVER!. In her email XXXX XXXX now seems to be attempting to pull a bait & switch on me. Instead of finalizing the deferral that has been promised all along, her email states I would love to assist in a resolution on the arrears, but we would need to go over income and expenses. THIS WAS NEVER A PART OF THE PROMISED & AGREED UPON DEFERRAL FURTHER, IT WAS NEVER A PART OF ANY COMMUNICATIONS WITH XXXX XXXX OR ANY OTHER SHELLPOINT EMPLOYEE In fact, on XX/XX/XXXX I spoke with a representative at Shellpoint, during XXXX of my numerous attempts to reach XXXX XXXX, who confirmed that MY DEFERRAL HAD ALREADY BEEN APPROVED! During that conversation, this representative looked through the notes put on my account by XXXX XXXX and told me that she had not entered a single note about the escrow shortage being spread out over 5 years. I was shocked to see that at this late-stage XXXX XXXX had not completed the set up of my deferral. Even more so, I was concerned that although we had a lengthy and detailed conversation about the escrow shortage, XXXX XXXX had neglected to put any notes on my account. I aske the representative to place notes on my account during the call about spreading out the escrow shortage over the 5 year period that I was told was available. TO BE CLEAR I AM READY WILLING AND ABLE TO RESUME MY REGULAR {$1600.00} MONTHLUY PAYMENTS WITH THE AGREED UPON PAYMENTS FOR THE ESCROW SHORTGAGE BEING PAID OVER THE XXXX YEAR PERIOD. To be even clearer the escrow shortage not being included in my deferral was never ever explained by your employees at the outset and represents and UNFAIR & DECEPTIVE TRADE PRACTICE UNDER STATE AND FEDERAL LAW. THE BALANCE OF THIS LETTER HAS BEEN SENT TO YOU PREVIOUSLY I HAVE NEVER RECEIVED AN ADEQUATE RESPONSE OR THE WRITTEN EXPLANATIONS REQUESTED HEREIN On XX/XX/XXXX, I sent the attached letter ( Qualified Written Request " QWR '' ) to Shellpoint Mortgage Servicing which was completely ignored. Under the law, Shellpoint was required under Section XXXX ( XXXX ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( XXXX ), to confirm receipt of the letter within XXXX ( XXXX ) business days and respond with an answer within XXXX ( XXXX ) business days. On XX/XX/XXXX, I sent a second ( XXXX ) letter to XXXX XXXX, the COE of ShellpoinXXXX Mortgage via XXXX. ( see attached letter dated XX/XX/XXXX ). To date Shellpoint has not resolved the issues. I will be resuming payments on XX/XX/XXXX, and have not been informed of the following I hereby request/demand that you provide the following : XXXX. ) Total amount that is being deferred and total amount owed on my mortgage including all deferred amounts. XXXX. ) The terms of that deferral, whether it be a recast changing the maturity date or a balloon payment- To be clear, I want a complete written breakdown of my loan, the amount owed, the amounts ( all amounts ) deferred on my loan ( past & present ). XXXX. ) An accurate and up to date escrow analysis as of XX/XX/XXXX - Including evidence of any and all expenditures listed as escrow advances XXXX ) A written copy of the servicer 's guidelines ( from the investor ) that clearly shows that escrows can not be included in deferrals. XXXX. ) A complete written explanation of what can be done with escrow shortages again, from the investor ) XXXX. ) A payment breakdown that includes my current monthly payment with taxes and insurance ( based on an up-to-date accurate escrow analysis ) AND A breakdown of what the escrow shortage payments will be over a XXXX-year period as opposed to a XXXX-month period Under the law, you must confirm receipt of this letter within XXXX business days and respond with an answer within XXXX business days. I look forward to Shellpoints immediate attention to this matter and your response. Yours Truly, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Shellpoint is falsifying that XXXX XXXX reached out to them on XX/XX/2021. My case number is XXXX. Shellpoint recycled an old letter where they omitted facts that Shellpoint sent me two official statements saying that my trial modification amount was {$990.00}. I paid {$990.00} on the second trial payment and {$990.00} on the third trial payment. Shellpoint waited until after the third trial payment was successfully made to decline to finalize my trial modification. Just because Shellpoint pulls out an old self-serving letter, that does not mean the issue was addressed. Shellpoint is continuing to falsely create different reasons for making me pay for their error. Currently, they are saying XXXX XXXX 's supervisor overruled the modification approval letter that he said was being sent XX/XX/2021. Then, they said that loss mitigation was working on it. Then, a fathom in escalations was working on it. These excuses were made after they lied and said that the modification redo was what XXXX XXXX approved. However, XXXX XXXX was not made aware that Shellpoint sent me different statements and that I complied with their correspondence. XXXX XXXX is not telling the truth that XXXX XXXX has not reached out to Shellpoint. My case number is XXXX with XXXX XXXX. Each time I call they say they have not responded.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: While paying on a Mortgage note with Shell Point Mortgage Servicing owned by XXXX XXXX XXXX Co we fell behind in 2020 due to loss of work precipitated by Covid-19 on the World and as a result entered into a Forbearance agreement, on exiting the agreement we requested to be put into a deferral program but was denied and was only offered a loan modification consisting of higher interest rates and longer term or a repayment plan in lieu of pending and threatening foreclosure, we have been making the regular mtg payments plus some on time for over 10 yrs, we were never late, faced with this dilemma we chose the repayment plan, we were only behind approximately {$10000.00} with good equity and collateral, therefore no risk to Shell point , however we now have to come up with {$4900.00} and the remaining {$4900.00} split over 12 payments plus the regular mtg payment, mind you we are just exiting the forbearance plan due to financial difficulties, we have since been making the new agreed payments on time but to make matter worse Shell Point is reporting us late and delinquent causing further harm when we try to refinance or apply for any kind of loan to remedy the situation. We think this action taken by Shell point does extreme harm to its Customers, the Consumer who are already in a precarious and vulnerable situation and been taken advantage of by a Huge Corporation with unlimited options and resources at their disposal to ease the pain their Customer is going through so both will benefit amicable, instead they chose to make the Customers life as financially difficult as possible while their CEO is raking in Millions of Dollars at their Customers demise, expense while inflicting extreme financial hardship on the their Customer the Consumer. I hope this info shed some light on this Companys unethical business Practices towards their Customer the Consumer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A