Date Received: 2021-09-24
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. To date Shellpoint has not responded. Today I sent a second ( 2nd ) letter to XXXX XXXX, the COE of Shellpoint Mortgage via XXXX. ( see attached letter dated XX/XX/2021 )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Shellpoint Loan Servicing dated XX/XX/XXXX indicating my lender placed HAZARD insurance will be expiring. I called and spoke to XXXX XXXX from the Shellpoint Loan Servicing 's Insurance department, her email ends with pfic.com so I assume she works for a vendor named proctor loan protector. She indicated they did not have proof of hazard insurance FOR XXXX XXXX XXXX. I emailed her the proof of hazard insurance purchased by the condo association for the past 2 years. The letter I received does not indicate what type of HAZARD insurance that is going to expire. In XXXX of XXXX, lender placed insurance was purchased by the servicer for something called " XXXX '' insurance, covering the inside of the structure, at the rate of {$24.00} annually ( see attachment ). There are 2 types of HAZARD insurance, General hazard covering the structure and XXXX covering the interior. I explained that the letter received does not explain what type of insurance is going to expire yet indicates a cost of {$2200.00}, approximately 92 times the rate one year ago. She insisted the new coverage rate is for XXXX insurance but ignored that she stated they didn't have record of the general hazard insurance until I called. She said the only insurance being placed is for XXXX insurance so the quote is for that type of insurance. I specifically requested they provide a document to explain exactly what type of insurance is being placed/purchased, she refused and stated the letters sent are written by the CFPB. I seriously doubt this. I requested the policy that would be purchased on my behalf as well. Again, she said it would be for XXXX insurance, but will not be providing proof of that. I tried to explain that since there was no evidence of the general hazard insurance in their records ( since I had to provide that while on the phone ) that it could be possible this very inflated rate for XXXX insurance could be a mistake. She refused to accept that and shuffled me off of the call. My complaint is in 2 parts. First, the letter indicating a need for proof of insurance should be clear what type of insurance is being required. Second, the premium for the amount of coverage provided should not go up from {$25.00} to {$2200.00}. I don't have anything in the interior of my home that increased in value here, yet they provide no explanation for the increase.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage closed in late XXXX. After it closed I changed my insurance policy to a lower cost one. I have been trying to get XXXX XXXX XXXX servicing to adjust my required escrow account without any success. On XX/XX/XXXX I finally was able to talk with someone who told me that my account had been reviewed, my payment was finally reduced and they were mailing a check for more than {$800.00}, the overage accumulated between XXXX and XXXX Never received the check. Was told that they would deposit the amount to my account immediately on XXXX. Nothing happened. I talked with customer service Friday morning, XXXX and was told a supervisor would call me within 48 hrs.As of today, XXXX, I've still not heard from the and still haven't received my deposit. I paid my Prin and interest for XXXX ( which thet failed to apply ) and told them I needed the money do me to continue to make payments. The only payment I can make my old mtg payment which is more than {$100.00} to high. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I, XXXX XXXX, refinanced my original mortgage with Newrez/Shellpoint Mortgage in XX/XX/XXXX. In XX/XX/XXXX, the company sent me an escrow surplus check in the amount of {$4500.00} and reduced my payment from approx. {$2900.00} to {$2700.00}. I was suspicious of this action so I called to verify. I was told there was a miscalculation in the escrow amount and the preceding actions were a result of an escrow analysis conducted. After receiving numerous letters and emails from Newrez regarding me meeting the criteria to refinance for a lower interests rate ; in XX/XX/XXXX I called to inquire about the opportunity to save money. During the conversation, it was clear to me that the loan officer had inaccurate information regarding my monthly mortgage payment. He informed me that he could reduce my monthly payment from approx. $ XXXX/month to $ XXXX/month. He sounded confused when I explained that my current pay was approx. $ XXXX/mth. He told me he needed to investigate my claim further and he would call me the following day. He never called me back and two weeks later I received a letter indicating effective XX/XX/XXXX my payment was increasing to $ XXXX and effective XX/XX/XXXX my mortgage payment would increase to approx. $ XXXX/mth. I immediately contacted Newrez to discuss the changes and find out why this happened to no avail. I then went to my loan officer that refinanced my loan with this company. She and I called Newrez on XX/XX/XXXX to discuss the drastic increase. After a two hour discussion and Newrez indicating there was an increase because my property taxes were delinquent and they had to pay the delinquent taxes from escrow, we agreed I would pay back the surplus amount they had sent me in XXXX, I would also pay the increase for XXXX to ensure my loan remained current. The loan officer and I reviewed the impounded payment history with Newrez and all parties agreed there was an error with the tax amounts. That day paid Newrez {$4600.00} towards my escrow and on XX/XX/XXXX I paid Newrez {$3200.00}. Newrez agreed to contact the XXXX XXXX XXXX assessor to discuss the error in an effort to obtain accurate tax records and conduct another escrow analysis. Newrez agreed to provide me with an update of both actions and a reduced payment plan by XX/XX/XXXX. On XX/XX/XXXX, Newrez sent me bill in the amount of {$3800.00}. I called to inquire about the agreed discussion on XX/XX/XXXX regarding the accurate tax records and the review of the escrow after I paid the requested amount on XX/XX/XXXX. I was informed that Newrez did not apply the {$4600.00} to the escrow account and continued to say the property taxes were delinquent and/or the annual taxes had increased. I explained to Newrez that I had contacted the XXXX XXXX XXXX XXXX and they informed me that my taxes were not delinquent and had not been delinquent during the time that I've owned the home. I provided a document from XXXX XXXX XXXX to Newrez and requested they immediately conduct an escrow analysis. They refused to conduct another analysis and said they had already done so and my escrow remains short. During the entire month of XXXX, Newrez continued to call me daily demanding that I pay the increased mortgage of {$3800.00} and indicated that my escrow was now short by {$7500.00}. I contacted Newrez weekly requesting they conduct another escrow analysis because the drastic increase in the mortgage from {$2700.00} to {$3800.00} was not accurate and these practices were illegal and unethical. On XX/XX/XXXX I spoke with a supervisor, XXXX, and after I explained my situation she told me to pay the old payment of {$2700.00} so that I would not be delinquent on my mortgage so I obliged. She explained that the company policy allows its customers to pay the previous mortgage amount for two months until any and all concerns have been addressed. Newrez continued to contact me daily demanding that I pay the XXXX and XXXX mortgage payment in the amount of {$3800.00}. When I asked about the {$2700.00} payment that I had made in XXXX they explained that payment was applied to the escrow which was still short and my XXXX payment was due. I spoke with another Newrez representative, XXXX XXXX, on XX/XX/XXXX and she promised me that an escrow analysis would be completed. During the week on XX/XX/XXXX another Newrez agent explained that the mortgage payment had increased so drastically because my home owners insurance had lapsed and the company applied their internal insurance. I immediately contacted my insurance company, XXXX, and they informed me there had not been a lapse in my homeowners insurance with their company since the purchase of the home in XX/XX/XXXX. I explained this to Newrez and they continue to demand that I pay the increased mortgage amount with no clear explanation. Last week, I spoke with a Newrez representative XXXX, and he informed me that XXXX did not have the authority to approve me to pay {$2700.00} in XXXX and the payment I made for XXXX was applied to escrow ; therefore, my mortgage is delinquent for XXXX and now XXXX. He also offered me foreclosure counseling services. Yesterday, I received a letter from Newrez/Shellpoint indicating that I'm now behind on my mortgage payment in the amount of {$7800.00} and threatening that I would lose my home. To date, Newrez/Shellpoint has not provided me any documentation where they've conducted an escrow analysis or provided any justification for increasing my mortgage from $ XXXX to {$3800.00} in 30 days. I find this to be illegal and unethical practices and I'm afraid of losing my home due to their incompetence.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90303
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Ever since around XXXX of XXXX, my family worked with Newrez LLC to acquire a loan by taking equity out of one of their homes. As a co-signer to the loan, early on, I provided all of the information requested by Newrez ; this included paystubs, w2 forms, and any other information they had requested to process the loan. At first they conducted a hard inquiry into my credit as well as my parent 's credit. Yet, over the course of the next 1 year and 9 months, they were painfully inconsistent with responding to our inquiries about the progress of the loan. Failing to provide a reliable method of contact and ultimately prolonged the loan process to well over a year and nine months. During this time, despite it being prolonged due to their lack of professionalism and inability to get their affairs in order, Newrez conducted two more hard inquiries into my credit, one in XXXX or XXXX and another in XXXX of XXXX. This type of behavior feels like predatory lending and has caused irreparable financial and emotional damages to my family and I. This is not including the underhanded techniques they used to change key details of the agreement without providing any notice to my family. This is by far the worst company with the worst representatives I have ever dealt with. There is much more to the issues my family and I faced with Newrez, but does not pertain to the exact complaint I am filing regarding this specific issue. As you can see with the attached e-mails, the time it took to get a loan from this company was ridiculously delayed by Newrez, making the repeated hard inquiries into our credit unnecessary and malicious.
Company Response:
State: CA
Zip: 92679
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX - I found out I had a lien on my house while going through a refinance due to Shellpoint mortgage company failing to pay my XXXX taxes. After month 's of trying to have them issue a check to the 3rd party vendor they finally issued a check from my escrow account however, they reassured me at the time they would reimburse me the interest that accrued and the penalties in the amount of {$2400.00}. I called asking when I would receive the check and I was given the run around for almost a year. I refinance again since now the lien is removed but while refinancing I was still dealing with an escalation on my reimbursement. After Shellpoint received their pay off check I was then informed that I will not be receiving a check even though a representative reached out to me on XXXX private stating she had good news I will be receiving a check in the mail. I call XX/XX/XXXX to see why I haven't received a check only to be told that the notes state the exact opposite that I will not be receiving my funds that I am owed.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Current mortgage servicer is obstructing refinance with other mortgage company in which loan has been approved. When government announced to close business due to the Covid-19 my husband was temporary laid off and we requested forbearance from current mortgage servicer which was granted at the time. We missed a couple of months and later in XX/XX/XXXX we started to make monthly payments in full and servicer accepted payments as usual. ( According to a representative from Shellpoint loan was out of forbearance around XXXX ) By XX/XX/XXXX I decided to refinance and and I contact a mortgage company which later in XXXX I was notified that my mortgage loan had been approved with the condition of a letter from mortgage services stating mortgage was out of forbearance. According to a representative from mortgage servicer my mortgage was out of forbearance but I never received a letter. I requested such letter several times in different ways ( over the phone, fax, email ) but letter never arrived and every time I called I was told a different story. During the time of my refinance I needed to be current with my payments. However, after payoff was received and wanted to pay my mortgage payment it was rejected and I had to sent certified mail because Please note that Mortgage servicer is obstructing my refinance and I already lose an opportunity to obtain a better rate. Now the rete I was offered by the mortgage in which I apply for refinance expired and the only two options I have is to accept a higher interest rate or extend rate which both options are very costly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90280
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the Pandemic, my mortgage company allowed Pandemic forbearances. I received this and assumed I was still in the forbearance period. Friday or Saturday Last week, ( XX/XX/XXXX or XX/XX/XXXX ), we received a notice of foreclosure via certified mail. I call the mortgage company yesterday ( XX/XX/XXXX ) and told them that I thought we were still in the pandemic forbearance period. They said that the forbearance ended in XXXX. I asked why didn't someone cal me or email me to tell me that I needed to do something prior to the foreclosure starting. They said they didn't have authorization to call me or email me. This is not true, as I have emailed and called and been called in the past. I also stated that I thought they were not allowed to foreclose during the pandemic and that there was a relief program in place for pandemic sufferers. The person that I spoke to was rude, continually interrupted me. Repeated the same thing over and over. Would not deviate from the scrip he was clearly reading from. When I asked to speak to a supervisor, he told me that there were none available. This could not be true. If there are people working, there are usually supervisors available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98513
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Shellpoint shared our personal information with another homeowner without our permission. As a very unhappy customer of this Servicer, the gross oversight has caused additional stress and increased our feeling of distrust for Shellpoint. In a prior complaint ( XXXX ), my loan was marked late due to our confusion in their processes and they refused to assist in the removal of the late mark on our credit stating that were unable to change it because it violated the Fair Credit Reporting Act. Well they have violated the FCRA by violating my privacy by releasing my information to another homeowner without my consent. Attached is a letter admitting to the oversight, along with 2 gift cards totaling {$300.00} in gift cards to start a XXXX account. My husband and I do not feel safe with our personal information being shared with any one outside of our permission. This was negligent on their behalf and they need to be held responsible for their actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is an extra {$40000.00} on my payoff. I have provided them with documentation that this was to be forgiven if I made 12 on time payments. I have disputed this for a month and it is holding up my the sell of my house.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A