Date Received: 2021-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have payoff mortgage loan in full in XXXX I received instructions from representative and paid off loan. Only to be inform today that there is a XXXX balance on loan that has acrued interest and also a default interest fee has been added totaling {$3200.00}
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 08054
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind in my mortgage payments. On XX/XX/2021. I applied to XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX program and I was approved. They sent an electronic transfer to Shellpoint Mortgage on XXXX however the mortgage company is given me no credit for these funds and still threatening foreclosure.Furthermore any payments I make are not being applied to my account either.. I have reached out to XXXX and XXXX for assistance in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In reference to Shellpoint/New Rez response letter dated XX/XX/XXXX acknowledging errors. They stated the Escrow balance ( Paid Year to Date ) XXXX, XXXX is an accurate amount of {$60.00}. Again, I am having to dispute their management of my mortgage account and request explanation of the Shellpoint/New Rez accounting of the Escrow balance. My payment records show that on XX/XX/XXXX a payment of {$860.00} was received by Shellpoint/New Rez for the XX/XX/XXXX mortgage statement. This payment reflects on the Escrow payment ( Paid Last Month ) on the XX/XX/XXXX mortgage state in the amount of {$230.00}. But, on XX/XX/XXXX a payment was issued to ShellPoint/New Rez in the amount of {$1500.00} to be applied to the XX/XX/XXXX mortgage statement. The amount of {$530.00} ( Paid Last Month ) from the {$1500.00}, on the XX/XX/XXXX mortgage statement but the ( Paid Year to Date ) shows {$60.00}. Something is wrong and inaccurate with this accounting, please explain what happened? The statement says you collected {$530.00} for XX/XX/XXXX escrow payment but the ( Paid Year to Date ) for XX/XX/XXXX is {$60.00}. Where is the rest of the money? Also, the amount of {$760.00} deducted for interest payment for the XX/XX/XXXX mortgage statement is inaccurate and ( overcharged ). Why did you charge me more than 4.25 % on the outstanding principal of {$100000.00}? The interest amount for the month of XX/XX/XXXX, should only be {$380.00}. What did you with the money overcharged for interest? Shellpoint/New Rez received a payment in the amount of {$860.00} on XX/XX/XXXX for the XX/XX/XXXX mortgage statement which also should reflect an escrow payment in the amount of {$230.00} ( Paid Last Month ) which means ( Paid Year to Date ) should equal the amount of {$710.00} on the XX/XX/XXXX mortgage statement. Again, mismanagement of mortgage loan account and now the escrow account is badly affected showing a shortage and needs to be corrected. Please explain what happened with the escrow account balance for XX/XX/XXXX? Again, I am requesting a full and complete explanation from ShellPoint/New Rez accounting of the escrow account. The explanation needs to show how ShellPoint/New Rez received regular payments and a overpayment and only {$60.00} was applied towards escrow account ( Paid Year to Date ) instead of {$530.00} after receiving a {$1500.00} payment to be applied to XX/XX/XXXX mortgage statement? Also, explain the interest charges over the 4.25 % of the principal for months collected. I have attached monthly proof of payments, my evaluation/analysis of escrow payments and expenditures. Also, attached is Shellpoint/New Rez mortgage statements and their escrow account analysis report which both show discrepancies against one another. I need to know where is the missing money ( funds ) that should have been applied to the escrow account? Based on my evaluation and analysis of the payments received there should be at least a escrow balance ( Paid Year to Date ) of {$2700.00} for XX/XX/XXXX. If you actually applied {$530.00} to XX/XX/XXXX as shown on the XX/XX/XXXX mortgage statement this should be the escrow ( Paid Year to Date ) for XX/XX/XXXX not the inaccurate amount stated of {$60.00}. At your earliest, please explain this mess and where is the rest of my money for escrow account?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage loan was paid off in XX/XX/2020. This was a mortgage on a Co-Op in the state of XXXX XXXX This was not a conventional mortgage. The mortgage company is located in XXXX XXXX. I have been trying to resolve the following issues for over a year without success. XXXX. I need New Rez to file a correct XXXX Mortgage Satisfaction document with XXXX XXXX clerk ( my name is misspelled ). XXXX. I need New Rez to return my original Co-Op XXXX XXXX as required by law XXXX. I need New Rez to send me Correct, Completed Mortgage Satisfaction documents to supply to the XXXX XXXX I am seeking help for these issues as I have had no success in resolving them directly with New Rez Customer Service. With out these documents, I can not sell my property. Thank you for any assistance you can offer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am needing your help because New Rez continues to save the banking info on the website. I specifically request for my banking information not to be saved and no matter what I do, my banking information is saved. I have mentioned this to New Rez in the past but as of this morning, XXXX XXXX XXXX is still showing up saved. Please keep in mind that XXXX XXXX XXXX is a joint account and the other person that I am on XXXX XXXX XXXX with also would like their information removed from the NEW REZ website, particularly since they have nothing to do with NEW REZ. I look forward to hearing from you. Thanks, XXXX
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing has been overcharging my account from XX/XX/XXXX to the current date. Charges include overpayments listed on the mortgage statement, alleged home inspection, overcharged late fees and hazard insurance. I tried resolving this matter through dispute of making Shellpoint aware of the misconduct of the account and as yet the misappropriation of my funds has not stopped nor been resolved. I also filed a complaint with the South Carolina XXXX XXXX on XX/XX/XXXX. I filled out an intake sheet and assigned an attorney on the case. Shellpoint was also sent a Letter of Demand on XX/XX/XXXX in amount of approximately {$930.00} owed in debt of my account, ( XXXX XXXX and XXXX Dollars ) which has increase being this case is currently going on and Shellpoint still continue to overcharge my account late fees. I was hoping to resolve this matter through mediation and if I can not resolve this through mediation than I attend to file the complaint with the XXXX XXXX XXXX in XXXX South Carolina. If Consumer Financial Protection Bureau knows of any one that can mediate this problem between myself and Shellpoint it would be appreciated. I am a retired senior citizen with very low income.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Address XXXX XXXX XXXX XXXX XXXX Fl XXXX I was in a forbearance for my mortgage payments DUE TO COVID 19 and was also offered a deferment to move my missed payments to the end of my loan. In the month of XX/XX/2021 I finally got my old job back and Shellpoint mortgage offered me a loan modification and I started making new payments again in XX/XX/2021. Shellpoint HAD PROMISSED that they weren't going to report me to the credit bureau due to the National COVID 19 situation only to find out that Shellpoint did report me to the credit bureaus and will still report me for up to six additional months until I finish my trial period for my loan modification. I contacted them and they don't want to help me at all. I need to have good credit score in order to keep my current job position.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Applied for Forebearance in XX/XX/2021- According to company it was approved although I never received formal notice. Contacted ShellPoint Mortgage ( mortgage holder ) XX/XX/2021 and informed them I was ready to start making payments. Attempted to make a partial payment and payment was rejected by the lender and money returned. Mortgage company refuses to accept any payment, They want to modify the mortgage and want to add an additional 2 percentage points to the mortgage. This is unacceptable to me, and their refusal to deal with me is illegal in my opinion. Mortgage holder has been changing the terms of the repayment, and not responding to proposals for 14 days or more. Mortgage company makes no commitment on repayment proposals claiming that 'they must submit it to investors ' Weeks go by and THEIR proposal are now rejected and they are making new demands. They have insisted on bank statements before they will approve repayment. They keep changing the terms, and I feel they are not dealing with me in good faith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33811
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We bought our current home and originated our mortgage on XX/XX/XXXX of XXXX. The mortgage was set up with no escrow account and the annual fee for our Homeowner 's Insurance was paid through the close of the home. The loan was funded by XXXX XXXX XXXX, sold to XXXX XXXX and servicing was assigned to XXXXXXXX XXXX In XXXX of XXXX I received notice from Shellpoint Mortgage that they are adding a {$410.00} monthly escrow payment to our account. When I reached out to Shellpoint to find out why I was informed they had received the annual renewal for our Homeowners Insurance and had paid it. Although the renewal was not due until XXXX. When I mentioned we do not have an escrow account on our mortgage, I was instructed to send in an escrow payment to cover the renewal and they will request removal of the monthly escrow payment. After making the payment to cover the insurance renewal I received notice that they can not remove the escrow payment because we have not had our loan for a year. I again called in and explained the circumstance and again I received a letter stating we had not made enough payments for them to remove our escrow account. On XX/XX/XXXX I called in and spoke with a Supervisor named XXXX at extension XXXX. She looked through the notes and realized we never had an escrow account on our mortgage and that they were collecting {$410.00} a moth for no reason. She assured me she would take care of the issue the escrow payment would be removed and the balance refunded within a week. However nothing changed. I called back on XX/XX/XXXX and spoke with another Supervisor name XXXX at extension XXXX. She saw the previous notes and asked me if I had a copy of my mortgage note which I did not. As the mortgage servicer you would expect they should have a copy. I explained to her the previous Supervisor was able to see we never had an escrow account and at that point we are paying an additional {$400.00} a month for no reason. She again said she would clear up the issue, and again nothing happened. I have called several times since and left messages for both XXXX and XXXX but have not received a response.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX of XXXX my family and I were heading on vacation to XXXX and during this time Ditech Mortgage was undergoing a transition with Shellpoint Mortgage Servicing. As is assumed, borrowers received monthly mortgage statements, however during the month of XXXX of XXXX, I did not received a statement from the acquiring party, NewRez LLC DBA Shellpoint Mortgage, nor did I receive one from Ditech Mortgage. So I was left with the decision to pay my monthly mortgage on XX/XX/XXXX made out to Ditech Financial for the month of XX/XX/XXXX. On XX/XX/XXXX, XXXX Mortgage became my new servicer. Ditech Financial cashed my check for {$1000.00} for the month of XX/XX/XXXX. Shellpoint claims to have never received a check from me for XX/XX/XXXX. We have attempted to dispute this with Shellpoint on XXXX, but they never got back to us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A