Date Received: 2021-10-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was told verbally that my loan is eligible to receive mortgage assistance but the servicer is stating that this investor doesn't award mortgage assistance at all. I have supplied 2 offers but due to XXXX I became very ill. I have asked for either of the 2 offers that are telling me that they have no record of the approvals I have submitted them as evidence. The stated that the XXXX does not qualify, All I ask is that they modify the loan and keep me in my house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing This is a two-part complaint against Shellpoint Mortgage Servicing, and XXXX XXXX XXXX XXXX for the handling of my mortgage during my forbearance from XX/XX/XXXX - XX/XX/XXXX. The first complaint is with Shellpoint Mortgage Servicing ( SMS ). On XX/XX/XXXX, I applied for a forbearance. However, my mortgage was paid in full for all previous months including XX/XX/XXXX. Although, starting XX/XX/XXXX, I was unable to make the full payment, so I called Shellpoint, Loss Mitigation Department to speak with an agent. After speaking with him for several minutes and discussing several options, the agent advised me that the best plan to fit my needs would be the forbearance with a deferment. This would allow me to place all missed mortgage payments at the end of my loan. In additional to selecting the best repayment plan, the agent asked if I could make partial payments of {$220.00} per month, and on each monthly check write the month and state for the escrow payment only. I said yes, and I agreed. I made 11 payments of {$220.00} per month and I made one payment of {$220.00}, for a total of {$2600.00}. Please see copies of all checks. ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... Now, this takes me from XX/XX/XXXX- XX/XX/XXXX. On XX/XX/XXXX, I received an email from Shellpoint, Loss Mitigation Department. I was informed that the forbearance was ending on XX/XX/XXXX, and that I needed to pay {$5700.00} to bring my loan current. If I was unable to do this, I needed to contact Shellpoint before XX/XX/XXXX. Please see email dated XX/XX/XXXX. I did not contact Shellpoint, Loss Mitigation Department until XX/XX/XXXX, to discuss my payments because I wanted to wait until I received copies of the checks that I had paid to Shellpoint in the past. I did not speak with the agent again, but I did receive a letter date XX/XX/XXXX, the letter discussed payment options. Please see letter dated XX/XX/XXXX. In XX/XX/XXXX, I made an additional payment, please see check # XXXX, {$490.00}. I paid a grand total of {$3100.00}. Also, on XX/XX/XXXX, I received a letter from Shellpoint with a breakdown of how my money was used, but this amount does not add up to what I paid. Please see letter dated XX/XX/XXXX. ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ......
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32117
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in a XXXX XXXX mortgage forbarece from approximately XXXX of XXXX to XXXX of XXXX paying approximately {$1700.00} monyhly prior to the forbarence. In or about and I was making payments to the lender to XXXX of XXXX I began making payments to the lender in different amounts to keep my loan as current as possible. When my finances began to improve in or about XXXX of XXXX I was informed that I could no longer remain under forebearanc. At that poit he lender stop accepting my payments and keep attempting to force me to agree to repayments options that are designed for me to fail. The option that they keep attempting to force me to accept is to pay {$6000.00} in an upfront lump sum and {$3200.00} per month for 12 months. Or to take all of the past due payments and put them back into the load with a more than 1.75 % interest rate increase. They keep insisting that there is no other options. I spoke with representatives of my banking institution and they informed me that my servicer may be in violation of the XXXX XXXX XXXX.
Company Response:
State: IN
Zip: 46168
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: New Rez has been negligent and dishonest during our attempt at refinancing our loan. The request for escalation on our part has yielded no results or answers and are merely serving as a delay tactic. Please thoroughly investigate all documents and correspondence between New Rez and us. Below is a brief timeline up to the still unfinished ( from XX/XX/XXXX ) as of today. Thank you for helping in any way. Wed XX/XX/XXXX XXXX XXXX From New Rez Thank you for taking the time to fill out an online application with us. Sunday, XX/XX/XXXX XXXX XXXX XXXX XXXX In conjunction with your Loan Officer XXXX XXXX , NewRez LLC XXXX will be working with you to obtain and complete your home loan. Sunday, XX/XX/XXXX XXXX XXXX From XXXX XXXX We just signed the documents in the link. Sunday, XX/XX/XXXX XXXX XXXX XXXX XXXX Thank you, I am only missing the following disclosure so I can lock you in and move forward. Monday, XX/XX/XXXX XXXX XXXX XXXX XXXX Morning, I am only missing XXXX disclosure. Monday, XX/XX/XXXX XXXX XXXX XXXX XXXX Congratulations you are locked in at 2.99 %! Please send me your 2 years full tax returns, all schedules and pages, 2 months personal and business bank statements, XXXX YTD P & L Once I receive all of the above, you are officially moving forward! Lastly, please note that it does take about 75-90ish days to complete the loan, you will hear from your processor and title company in the next few weeks time Tuesday, XX/XX/XXXX XXXX XXXX XXXX XXXX Just following up on the documents required below so I can get your file into processing and moving. Tuesday, XX/XX/XXXX XXXX XXXX From XXXX XXXX I just uploaded some docs that were needed. Tue XX/XX/XXXX XXXX XXXX XXXX XXXX Received your documents. Thank you so much! We are officially moving forward. Tue XX/XX/XXXX XXXX XXXX XXXX XXXX Thank you so much. The processor will review and get back with anything that may be needed once the full review from underwriting is done in the next few weeks. XX/XX/XXXX XXXX XXXX We are writing to inform you pursuant to California Finance Code 50129, your lender has contracted with XXXX XXXX XXXX XXXX , XXXX to provide residential mortgage loan processing and underwriting services. XX/XX/XXXX XXXX XXXX XXXX XXXX Good morning! I am working with your processor for your Refinance. XX/XX/XXXX XXXX XXXX From XXXX Please follow the below link to access important documents related to your loan application XX/XX/XXXX XXXX XXXX XXXX XXXX Good Afternoon XXXX and XXXX XXXX ! Congratulations!!! Your loan has been conditionally approved by our underwriters!!! Please review this information about what happens next. XX/XX/XXXX XXXX XXXX XXXX XXXX Your second mortgage lien holder denied your refinance with us ( they have control to do that ). Please see if you can convince them to subordinate. If not, the only other option ( besides you paying it off in cash ) is if you would be interested in having us paying it off with this loan. XX/XX/XXXX XXXX XXXX XXXX XXXX I will review with my manager and send you an update on what the loan will look like with us paying it off by Monday morning. XX/XX/XXXX XXXX XXXX XXXX XXXX Hello, I am working with your processor for your refinance XX/XX/XXXX XXXX XXXX XXXX XXXX Hey I hope your day is going well. I just wanted to let you know an appraisal has been ordered for you and someone should be in touch about scheduling a day and time. With your new loan structure an appraisal is unfortunately required. I also need an updated profit and loss statement from XXXX with 3 months of bank statements no older then the last 3 months shown. At some point in XX/XX/XXXX our credit was pulled. Appraisal document received XX/XX/XXXX Thursday, XX/XX/XXXX XXXX XXXX From DS I am not sure why the request for docs keep coming. I have submitted profit loss, bank statements, credit has been ran and here we go again. Also why do we need any docs for XXXX XXXX? That is not our property and I will not submit any docs for it. XX/XX/XXXX XXXX XXXX From XXXX XXXX Hey I hope your day is going well. The underwriter is requesting a few more things to complete your loan. They are... XX/XX/XXXX XXXX XXXX XXXX XXXX Hi XXXX and XXXX XXXX , My name is XXXX XXXX and I was assigned to your loan as your processor to finalize this process for you. XX/XX/XXXX XXXX XXXX XXXX XXXX Good Afternoon XXXX, I completely understand your frustration in this process as I can see that you have provided multiple documents multiple times. I also understand that to no fault of your own the documents expire and new documents are needed. Unfortunately as the previous documents have since expired updated documentation will now be needed and once the below items are received I will be able to send your file over to underwriting for a clear to close review. And from there hopefully be able to continue with the closing. XX/XX/XXXX Hi XXXX, Please confirm you received the below. If you are able to get this in, we can close your file and you will skip at least one months mortgage payments. If in the event you wish to cancel your loan, please let us know. The exception of {$1200.00} off in fees was granted by my manager and will be reflected in your closing disclosure ( which you will receive prior to the closing ). On XX/XX/XXXX at XXXX XXXX " XXXX, XXXX '' XXXX wrote : Thank you for getting back to me XXXX and taking the time to voice all of your concerns ; and I am deeply sorry. I do not want your message to go unseen by management and copied my manager to this email. XXXX, please see below. XX/XX/XXXX XXXX XXXX, I see the sps payoff came in today. Checking with my manager ton this and will circle back. XX/XX/XXXX I will let my manager know asap, I am so sorry XXXX, I would appreciate the ability to still work with you and get your loan closed. Im happy to go to my manager and see if there is anything we can do here. XXXX XXXX Senior Mortgage Consultant Retention Division NMLS : XXXX
Company Response:
State: CA
Zip: 92069
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, 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 6 ( e ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ), to confirm receipt of the letter within five ( 5 ) business days and respond with an answer within thirty ( 30 ) business days. On XX/XX/2021, I sent a second ( 2nd ) letter to XXXX XXXX, the COE of Shellpoint Mortgage via XXXX. ( see attached letter dated XX/XX/2021 ). To date Shellpoint has not resolved the issues. I will be resuming payments on XX/XX/2021 and have not been informed of the : 1. ) Total amount that is being deferred and total amount owed on my mortgage including all deferred amounts. 2. ) 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 ). 3. ) An accurate and up to date escrow analysis as of XX/XX/2021 - Including evidence of any and all expenditures listed as escrow advances 4. ) A written copy of the servicer 's guidelines ( from the investor ) that clearly shows that escrows can not be included in deferrals. 5. ) A complete written explanation of what can be done with escrow shortages again, from the investor ) 6. ) 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 5 year period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we spoke with Mr. XXXX from Shellpoint Mortgage Servicing with the intention to apply for a repayment plan. Mr. XXXX told me the down payment amount that I need to pay but at the same time, he told me the outstanding balance was {$770000.00}, which for us was incorrect. He recommended that we request the escrow analysis. On XX/XX/XXXX, I received the escrow analysis and I confirmed that I was charged twice for the same reason. Each past due payment included {$1000.00} for escrow monthly payment ( taxes and homeowner insurance ) but at the same time, my negative balance of the escrow account is {$130000.00}. Therefore, there is a disputed charge of {$120000.00} Please be advised that my account is in error. By federal law, the borrower can not pay twice the taxes and insurance. Shellpoint Mortgage Servicing included on each past due mortgage payment the amount of {$1000.00} but at the same time issued the past due amount of {$130000.00} of negative escrow balance for unpaid taxes and insurance ( cut off XX/XX/XXXX ) On XX/XX/XXXX, I sent via email a letter to the escalations department and loan servicing requesting the correction of this error, unfortunately, we didn't receive any answer.My intention is to pay what I owed to Shellpoint Mortgage Servicing through the repayment plan. However, the outstanding balance is incorrect.On XX/XX/XXXX I sent via email and certify mail a letter that I am attaching to this complaint as a supporting documents and until today, Shellpoint Mortgage don't answer anything to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX Newrez took over my loan after a refinance. When the loan was sent to them, there was some mix up on them getting the insurance ( not sure if that is their or insurances fault or old loan agent fault ). I had current flood insurance ( flood policy XX/XX/XXXX-XX/XX/XXXX ) and hazard ( policy XX/XX/XXXX-XX/XX/XXXX ) paid to date by old lender. In XX/XX/XXXX, I received a letter from Newrez that they were only missing my flood insurance information, therefore on XX/XX/XXXX I followed their instructions and uploaded my insurance information ( I attached confirmation email from website that I uploaded it ). Fast forward to recently when I was trying to refinance my loan and my loan agent found an issue with my escrow account. Apparently Newrez created not only lender based flood insurance backdating to XX/XX/XXXX in XX/XX/XXXX, but also created and paid lender based hazard insurance of which I never received notification that they were missing hazard insurance and they admitted this letter was never sent. I contacted Newrez on several occasions to get this resolved. I contacted my flood insurance and found out it had been cancelled due to lack of payment and they said it was illegal to back date the policy so it would start on XX/XX/XXXX for {$570.00} and i would have to pay. After back and forth fighting Newrez they refunded the lender created hazard insurance amount. They also refunded the flood insurance for the dates I showed proof of coverage. The problem is that from XXXX the lender based flood insurance was 4 times more than my flood insurance contract. I am asking them to refund me a portion of this excessive above market cost for the lender based portion of {$1200.00}. I submitted an email with complaint and all backup on XX/XX/XXXX ( email attached ) and the response I received on XX/XX/XXXX did not really address the concern. I talked to XXXX at Newrez on XX/XX/XXXX about the issue. In the discussion and review of everything, XXXX said that they didn't get my documents I submitted on XX/XX/XXXX, until mid XXXX and they never contacted my insurance company because the year on the insurance policy was old ( but it was my current insurance ). She said instead they sent me another notice saying the same thing that they never received any insurance information of which I do not recall receiving and if I did, I would have thought to myself, I already did this. So I asked to speak to a manager. I spoke to a manager on XX/XX/XXXX and he said something totally different. He stated that they did contact my flood insurance and they never got back to them. They will not take any blame and will not refund anything. He also said that they were aware a long time ago of my hazard insurance, but that is interesting as they didn't refund that double coverage lender insurance until I complained these last couple of months. The problem is there are so much inconsistencies on Newrez 's part to solve this issue and in what they were saying first saying they didnt call my flood insurance company and than next saying they did and my insurance never replied. They feel there was nothing wrong with the fact that they back dated my flood insurance policy, even though that is illegal, and feel there was no problem that they are now reimbursing me the hazard insurance now that I have complained. I have owned 2 properties and several loans and never have I had this issue with a lender. The market cost was so much out of pocket for a customer to cover.
Company Response:
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: When we began our mortgage with New Rez, they asked for proof of insurance. We sent that to them. Then in XXXX of 2021 or thereabouts, they sent us a letter saying that we haven't gotten them proof of insurance and that if we don't get that to them over the next however many weeks, they are going to start charging us for their insurance each month. We immediately contacted them and resent our proof of insurance. But they kept charging us extra on our mortgage. Once i realized that this was going to be an issue, i started to record dates and times and the individuals that i spoke with at New Rez when i called them about this matter. Everytime i called them, they would confirm that we did have insurance and that they were going to get that removed from our account and immediately reimburse us for the additional insurance charges. They never did : XX/XX/2021 at XXXX- XXXX XXXX XX/XX/2021 at XXXX- XXXX XXXX XXXX XXXX XXXX hung up on me XXXX XXXX XXXX XX/XX/2021 and actually gave me her number to follow up with her if the problem still isn't fixed- XXXX. It is not a working number. Please let me know what other information that you need from me- thank you, XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 78746
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, There are 3 errors on my credit report : 1. My loan type is FHA and its states that its an Conventional Loan. 2. My loan is not backed- up by FHA and my mortgage lender is charging me a fee to FHA because they missed up on my loan. FHA rejected my loan. I request information in writing from XXXX XXXX but they refuse to send me any documents in writing. I called FHA and they told my that my loan is not insured by them. 3. My loan was closed in XXXX of 2021 and I was not notified until XXXX of 2021. I made a payment via Shellpoint in XX/XX/ 2021 and my payment was denied because they were no longer holding my account information. Once they told my who service my account, I made my payments via once I received the new information. XXXX XXXX has my payments are late 90-119 days in the month of XX/XX/ 2021, however Shellpoint has no information.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is regarding the balance for Summary of Amounts Past Due before Bankruptcy filing ( Pre-petition Arrearage ) shown on the most recent statement dated XX/XX/2021. The amount shown {$1000.00} is incorrect and the correct balance is XXXX ( XXXX ). As of XX/XX/2021, a document was signed and executed by XXXX XXXX, Attorney for New Rez ( Shellpoint Mortgage Servicing ) at the XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX. states amount necessary to cure the petition is XXXX ( XXXX ). The document stating this information was filed and sent to XXXX XXXX XXXX XXXX XXXX. See the attached document for your reference. The error on my mortgage statement should have corrected months ago. Please make the necessary changes and updates to my account and all future mortgage statements showing Pre-petition arrearage balance XXXX ( XXXX ). Better yet, remove this section from my statement altogether for pure accounting purposes and accuracy. Please provide a full explanantion for the outstanding balance shown for the Summary of Amounts Past Due Before Bankruptcy filing Pre-petition Arrearage updates. My next complaint is regarding Escrow ( Paid Year-to-Date ) balance showing on the mortgage statement in the amount of {$1100.00} as of XX/XX/2021. If I am paying monthly towards Escrow {$220.00}. Why is the total amount paid as of XX/XX/2021, {$1100.00}? This is an error and the correct amount should be {$2200.00}. If you multiply {$220.00} x 10 = {$2200.00}. Also, the XX/XX/2021 mortgage statement shows the Escrow ( Paid Year-to-Date ) balance amount of {$1100.00}. But, the month of XX/XX/2021, it was reduced to {$1100.00}. Why? There is something flaky going on with New Rez accounting and managing of customers payments. Also, why is there a {$150.00} fee charge on my account? What is this about? Please provide a full explanation for the total amount paid this year for the escrow balance and this fee charge. I look to hear back asap for an accurate update to my mortgage account. Best, XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A