Date Received: 2021-11-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would like to file a complaint regarding my refinancing experience. The experience took over two months and I had very little communication with anyone. I tried contacting the processor on several occasions, left messages and they were never returned. When I finally did hear from the processor she reassured me that everything was looking good and there would be no problems with the refinance. I checked my dashboard daily for updates and there were just a few, maybe once a week. I was sent an email with pre closing paperwork to sign, which I did. Last week I noticed the loan was listed as inactive. I turned down several other lenders so that I could secure a loan with NewRez and now I find out that they did not approve my loan due to income issues. I was never told this when I applied, they said there would NOT be any issues.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I was in the COVID forbearance program with XXXX XXXXXXXX XXXX. I applied for a loan modification with XXXX XXXX XXXX to restart making payments on my mortgage. XXXX XXXXXXXX XXXX transferred my mortgage to Shellpoint Mortgage. I re-applied for a loan modification with Shellpoint mortgage and XXXX ( XXXX ) weeks later I have been told several different things by different Shellpoint employees. Yesterday I was told by a XXXX XXXX that my loan modification would NEVER work or be approved because my hone has equity. If that is the case then not XXXX homeowner in America would ever qualify for a loan modification because every single property has equity right now. Even with sufficient income I have been told that my loan modification will eventually be denied even though I have complied with all requested documentation. It makes no sense what Shellpoint Mortgage has been telling me. My single point of contact has answered my call only once and only sent automated emails telling me she will call within 24-48 hours and never calls. Her name is XXXX XXXX. Im asking for help with someone that can voice my issue and issue that other homeowners have to be facing with loan modifications. Too much equity in my home? Makes no sense at all. Thank you for your time, XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for a refinance with our current mortgage company, NewRez. Very up front that we had filed Ch. XXXX bankruptcy and it has since been closed well over a year, which is the XXXX XXXX rule for refinancing loans. We were assured that we will be fine and all will go smoothly. Gave all our requirements, had our credit run ( which lowered it, of course ), paid the appraisal fee, was told by the person working with us that it should be smooth sailing after the appraisal. Didn't hear back from them for over a week. I emailed, no response. I finally got ahold of a Senior Sales Manager who told me that our original agent was on vacation and he could help us. He said there were issues and he needed to get them corrected. Not a big deal. Said my husband, who is the veteran, was listed XXXX and should of been listed first, which I told the original agent that, and was told, it wasn't an issue. Then they had all of our debts listed XXXX, which showed our debt to income ratio was very high. So that had to be fixed. Then, they ran our credit again, thus taking another hit. After all that, I had to reach out to them again for an update. I was told that their underwriters denied us because we had to be out of the bankruptcy for over XXXX years, even though the XXXX requirements are only XXXX. The senior manager said he would try to do a " manual underwriting '' with the underwriters, thus asking for an exception to their rules. Waited for a few days to pass with no word from them. I reached out again to them and was told they refused to provide an " exception '' and said, sorry, but we can't help you. Even though they currently have our mortgage, we have over $ XXXX in equity built up and we make over $ XXXX per year. No exception. I asked why our credit was run again even though it had only been XXXX weeks since the last time and was told that they can run it as much as they want and it won't affect it, if we apply somewhere else. The only offer that was made was that if we want to try at another company, they will send over our current appraisal so we don't have to pay again. That was it. Very, very upsetting.
Company Response:
State: IN
Zip: 46214
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please review below the complaint and the resolution in below box. The loan modification plan to bring us up to date seems unfair and hidden and higher cost, fees for this bank, which was not needed, The loan was never behind in XXXX because I pay ontime and met my payments for the 4 month plan. They also have fees that they can not explain how it went from XXXX or XXXX XXXX behind to XXXX behind on the loan as they wrote up. Please see complaint below
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92551
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 Shellpoint mortgage servicing in correctly applied my regular mortgage payment for XXXX as a Principal only payment. They also correctly applied an Escrow only payment, also dated XX/XX/2021 that I had mailed to them 3 months prior. As my payment was as over payment of my normally owed {$1800.00} to which I had paid {$2100.00} they also correctly applied a principal only payment of {$240.00}. Due to this mistake on my XX/XX/2021 statement they charged me a {$79.00} late fee and showed my account as behind, stating that I had not made an XX/XX/2021 payment. I spoke with a customer service representative who claimed that she corrected the improper Principal only payment and changed it to a 'regular payment '. Upon receiving my XX/XX/2021 statement under the transaction activity They not only corrected my 'principal only ' payment to a 'regular payment ' but they also reversed my principal only payment of {$240.00} and they reversed my 'escrow only ' payment of {$120.00}. Since they didn't include a check with this statement for those XXXX reversals I suspect that they just decided to keep this money and not apply it to my account. I have been working with them via customer service, CFPB complaint and XXXX complaint to resolve these incorrect application of payment to my account for almost 2 months now and it is only getting worse. All they do is tell you that they have corrected things to close the complaint only to provide written proof that they have made things worse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021 our home loan was excepted into a modification plan for missed payments due to XXXX. We were placed on a XXXX month trial with the first payment due XX/XX/2021. In XX/XX/2021 our loan was transferred to a new servicer ( ShellPoint ). I made several attempts to make contact with Shellpoint regarding my XXXX payment that had not shown on our account, I was on hold for as long as XXXX minutes and then be disconnected. When I was finally able to speak to a representative I was informed that my modification had been cancelled for lack of payment. I explained to the representative that I was not notified of this. As I investigated further Shell Point has been sending my statements to an address that I have never been associated with. Even after bringing this to ShellPoints attention, they continue to send my personal information to other addresses. On XX/XX/2021 I discovered that they have sent another statement to the wrong address. They will not except my monthly payments to all back payments are made
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95961
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I provided a completed XXXX borrowers assistance form on XX/XX/2021. XXXX refused to provide me a covid modification. This is paragraph is background only. XXXX is going to claim that they addressed this. However, XXXX merely restated they half facts and omissions about the number of conflicting statement amounts ( {$990.00} ) XXXX sent that differed from the modification offer letter ( {$1000.00} ). They never resolved their error. After I made XXXX successful trial medication payments, XXXX refused to provide the modification because I made the trial modification payments on their statement, which differed from the modification letter. I asked for clarification in a timely matter, but XXXX refused to answer for over 60 days when I filed a XXXX complaint. In in the response to CFPB ( over 60 days later ) XXXX said it was confirming that I would not get the modification in that current response because I paid their statement amounts. XXXX violated servicing rule XXXX ( XXXX ) ( XXXX ), XXXX ( XXXX ) ( XXXX ), and XXXX ( g ) ( XXXX ). As a result, of XXXX refusing to make the modification permanent after their deceptive trade practices and violating CFPB rules, we are at this new complaint. I am in a covid forbearance because I experienced a hardship as a result of XXXX. On XX/XX/2021, I submitted another completed application. After several attempts to make it look incomplete, XXXX finally acknowledged they had all my documents. Afterwards I even sent them an additional pay-check stub from my new job. Then, XXXX tried to make it appear as if I had not submitted tax information. My forbearance ends on XX/XX/2021. XXXX has a loss mitigation review process. But, they are using the same excuse they used above saying that my modification is waiting for supervisor approval instead of completing the process. Then, they deceptively claimed my application was sent for investor approval because I did not provide the requested documents. It is a deceptive trade practice for XXXX to request an unnecessary document asking me to share my personal information with a third party and then attempt to use that document to claim that I did not submit the requested documents. It creates confusion because requested is not the same as required. The modification needs to be in place for XX/XX/2021 so they do not start harassing me for the payments that were not paid during XXXX. If they refuse the modification and know that I can not pay all the back payments, that would pave the way for them to start foreclosure. Now, XXXX is falsely claiming that I did not send all the requested documents and they are waiting on the investor. Well, I did submitted all the required documents. I am attaching the long XXXX XXXX showing how long I have been dealing with this. I am attaching the completed application and all the requested documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had XXXX and was laid off. I applied and received the cares act to pay my mortgage for XXXX months. The cares act sent in XXXX checks to shellpoint / Newrez who has cashed the checks. The first check was sent end of XXXX. Shellpoint cashed it XX/XX/XXXX. These checks have not been posted to my account. I have been calling weekly trying to get assistant. They tell me they see the checks but has not posted to my account. The cares act office and I got on the phone, spent a hour faxing all the information over and now they are saying we have to do this again. If I do this again, it will be with an attorney. This is just ridiculous
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. ShellPoint Mortgage XXXX XXXX XXXX XXXX, MI XXXX Re : Request to Review Basis for Denial of Loan Modification Account Number : XXXX Subject Property : XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX. Owner : XXXX XXXX XXXX Dear CFPB : I am writing to you because I am trying to seek a loan modification, and I believe that the loan servicer ( ShellPoint Mortgage ), is refusing to follow the guidelines pursuant to XXXX. I am asking the CFPB to please conduct a review of my account to determine if my suspicions are correct. I have owned the subject property since XXXX. Although ShellPoint is my loan servicer, I am unaware of the present lender, which is allegedly a governmental organization. I have tried to obtain a loan modification through their loss mitigation program. I have not been advised of the status of my loan modification/RMA packet aside from a denial based on ( 1 ) lack of documents ; BUT ; ( 2 ) I was informed in writing and telephonically that my application was complete. ) This can not be reconciled. Therefore, because XXXX has been the designated loan servicer, I am asking that you look into the following issues : Did the servicer give me a fair opportunity to be evaluated under XXXX ( and all relevant laws ), because my application was denied for lack of documents despite XXXX previously acknowledging that my loan modification/RMA packet XXXX packet ) was complete? For what reason ( s ) am I ineligible for co-signer release? And, if I am not truly eligible, can you help me understand the reasons why I would be deemed ineligible?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90047
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have submitted letters from creditors stating that they made a mistake and that the negative information had to be reverified by a company that already stated in email and by notarized statement that the negative information on my credit report needed to be removed. XXXX is being incompetent and not following what the creditor themselves asked to have done.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2021-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A