Date Received: 2021-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was sold by my previous mortgage servicer to XXXX XXXX XXXX around XXXX of 2015. Since then, they have been adding a balance of about {$900.00} for legal fees that they claimed they inherited from my previous mortgage company. I have contacted them many times via phone and email asking for proof that I owe this legal fee, but they failed to show any signed documents showing that I owe this amount. My last conversation with them was today and the rep said she would send me the document showing what I owe and she basically sent me a payment history showing that I was never late and a letter from ShellPoint showing that I owe a legal fee of {$520.00}. I asked for rep for any documents signed by me showing that I owe this amount and I also asked her if this was something Shellpoint inherited from my previous mortgage servicer, how come they never asked me about it for 5 years and suddenly when the loan was transferred to Shellpoint, the legal fee was added to my monthly statements and she did not have an answer. At this point, I feel that ShellPoint is scamming me and I suspect fraud since they can't come up with anything. The only communication I received from ShellPoint was a letter stating that they would look into the request and let me know and they never got back to me. I disputed the amount several times but they never responded to my request with either evidence showing what I owe or a solution to resolve the situation. I would like this fee removed since ShellPoint can not provide proof. I am attaching a copy of my statement history showing that I was never late for a payment and a copy of the account status document they sent me when I asked for proof showing that I owe this legal fee. My loan number is XXXX, mortgage services, Shellpoint Mortgage, XXXX, SCXXXX, phone XXXX, www.shellpointmtg.com
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32807
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Insurance/Mortgage Fraud by New REZ ( now different name, keep changing names ), Shellpoint ( Servicer ). Took 126 acres raw land additional beyond land associated with the home approx 40 acres. Could not sell, nor tap equity, now abundant with current market. XX/XX/2021 began 4 month seize of vandalism harassment to home. State police/sheriff refused service to my countless complaints regarding incidents. Felt my duty to protect FHA responsibility. No one will assist. Did not receive insurance payout for claim to repair home. Mortgage payment is for entire 168 acres. The bank unknowingly purposely took additional value of land for unknown purpose/back deal. All part of the harassment to get me to walk from my home. When I originally purchased additional land was for investment. Land 168 divided into 4 parcels - 1 parcel devoted to home. I need additional released from this land to sell without a lien.The bank has refused a release. Bank demanding a survey. The county clearly has identified 4 separate parcels. One for home. I am currently in temporary forbearance plan as I navigate my options. My credit is now in bad shape due to elder finance loss and exploit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Payments have been repeatedly misapplied to interest only. This has occurred with our current mortgage servicer, Shellpoint Mortgage Servicing, and Shellpoint advised us that this procedure had been ongoing with previous mortgage servicers. We sent a certified letter bringing this issue to Shellpoint 's attention with no response. We've repeatedly contacted them by telephone with no response. They said they would perform a payment audit of which we never received results. This is a thirty year mortgage, beginning balance of {$78000.00}. After twenty years, the mortgage still maintains a balance of {$69000.00},
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I suffered hardship due to covid-19 beginning in XXXX of 2020. As well as I was current in XXXX of 2020, therefore met the requirements for a Pandemic forbearance plan. As I became more delinquent I submitted requests for assistance as well as asked about the pendant forbearance plan or some kind of option for Relief and was told there was no relief for me. I have a SPOC, who continued to tell me my only option was to refinance and I would have to come up with 5 to 10 payments to be able to do that or I could have my interest rate raised and my monthly payments raised that's the only way they could help me that's the only modification they could give me. Since then after sending several modification documents and missing documents and complete more documents constantly not being received or being incorrect or any other reason they deemed incomplete or rejected. XXXX XXXX, MY 4TH SPOC, is that person who continually told me I didn't qualify for a forbearance plan. After getting the door notice with no attached documents to send back for any kind of assistance, letter stated they would be attached but were not, I reached out to XXXX XXXX once again. Not only was I able to finally utilize a forbearance plan because sure enough I did qualify. How is it that I didn't qualify when I first suffered my hardship but now all the sudden I do qualify? there's only three four months left if they're going to allow it? Not only has this caused my credit to plummet due to the negative reporting, the late fees and overall stress of losing my home to find out this option everyone else I know used or is using to keep their homes that I had requested multiple times. I wouldn't have experienced these burdens on the forbearance plan if they would have let me use it when I needed it. So no I couldn't refinance anywhere if I if I tried because my accounts delinquent before going into the forbearance that they've been reporting every month the late fees I'm incurring winter adding up every month the assistant options that aren't available for me to reduce my payment on my interest to make my home more affordable these damages I have been detrimental to my financial well-being my mental well-being and there's nothing I can do about it. I feel like this falls under deceptive Lending not to mention the other issues I've had with them some of which are in class action lawsuits. To have programs available but not let your customers utilize them until it's too late so the situation that they're in is too deep so now the only resolution they have is to increase my monthly payment with a modification that will not lower my interest and not extend my mortgage therefore increasing my payment it doesn't seem like that's the type of modification that would provide relief. Once again I feel that some of these are deceptive loan practices or predatory lending.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75604
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been trying to get the PMI on our mortgage cancelled for 6 months. NewRez is the servicer. We have called, messaged, and I sent a certified letter via USPS. They don't seem to know what PMI even is. Also, I am again locked out of the account on their website, stating wrong SS #, when it is not wrong. Loan : XXXX at XXXX XXXX, XXXX, MI XXXX Appraised Value : {$390000.00} In XX/XX/2021, {$38000.00} was paid towards this loan, which brought the total we owed to {$310000.00}. That right there brought the L to V ratio to 79.73 %. We immediately contacted NewRez, they have played all kinds of games, they don't know what PMI is. They said we had only paid 98 % towards the loan, then tried to sell us refinancing we didn't ask for. We currently are at : {$310000.00} owed 21.11 % paid off We have been above the required 20 % since XX/XX/2021. This is terrible service. We mailed NewRez the thousands of dollars in improvements we have had done, and they again, answered with advertising. We did our due diligence according to the Homeowners Protection Act. They have been charging $ XXXX/month. They even have it projected to the future of the next 2 years paying that much per month. We want our money back. That is : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX again, XXXX. Yes, they charged us PMI TWICE in XXXX. I'm looking at the printout they mailed to me since I can not get in our account. NewRez owes us {$1300.00} plus the interest rate of our loan. And it would be great to get a different Servicer, one who knows how to do math. This was also sent to XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX CFPB XXXX XXXX XXXX XXXX, Iowa XXXX XXXX XXXX, XXXX, XXXX DEAR CFPB I entered the problem on your list as being closing on a mortgage because that topic seemed to best match my issue currently of trying to sell my rental property home, ( which was once my residence ) only to find that I am coming up extremely short on the payoff and what the actual amount of the profit or gain should be according to all of the information which I currently possess on the circumstance. I am fervently hoping that you will be able to help me. I never expected to be selling my home which has become a rental property for me as I had to move from XXXX to XXXX to assist with caring for my very elderly mother. I lived in the home with my companion from XXXX, when we moved to XXXX, XXXX, for my job. Then in XX/XX/XXXX, I lost my job and also had to relocate back to XXXX to aid in my mothers care. I am an only child, and she will be XXXX years old on XX/XX/XXXX. I have owned this property since XXXX, and it was purchased at __approximately XXXX XXXX, with interest, and XXXX loan for home improvements in approximately XXXX ) _____________. The internet sites and my realtor, The XXXX XXXX XXXX have valued it at XXXX XXXX. None of the figures are exact, nor the dates because only one servicer responded to my repeated requests for historical and accurate loan information. I have had seven mortgage servicers from the loan inception. All these servicers have initiated the refinancing to me. I did not seek them out. They told me that any loan reorganization would pay off in the end of the loan and due to the savings, they were purporting. Every single one of them has been involved in Mortgage fraud or a public legal action/s, or/and class actions as well as the current servicer, who has a poor reputation, New Penn/Shellpoint/ New Rez XXXX The mortgage I have is under XXXX XXXX, which is funded by private investors. All these companies were simply trying to save themselves in the mortgage crisis and I do believe now, looking my situation they were involved in Churning. I am extremely disappointed and distressed to find that at the end of my mortgage, upon inquiry to sell my home that the payoff amount has been quoted as being __Approximately ____ $ XXXX ________________. This results in me obtaining proceeds of XXXX _____Approximately ___minus relator fees and taxes / capital gains ________.That is a shortfall of XXXX XXXX or more. Additionally, I see that, instead of the 30 year -fixed mortgage which I initially took out, with XXXX XXXX Bank XXXX in XXXX, upon purchase of the home, now has an additional XXXX XXXX years added to it, with a maturity date of XXXX listed on the current loan. It should be ending in XXXX, 12 years from now. My rates have always been fixed at XXXX XXXX %, I believe. Also, in XXXX, I took out a home equity loan of XXXX approximately, which was a low rate as well as I can remember, and was used for upgrades on the home. The New Rez website shows that I paid approximately XXXX K in interest, and only about XXXX K in principal over 18 years. At the interest rates above, and with the property being valued now at XXXX K from the purchase price of XXXX, in XXXX, I should have at least XXXX additional funds upon payout and sale of this property, in my best estimation. It is very hard for me to imagine that I, as a professional and also being XXXX, for a time, would be responsible for helping giant banks and mortgage companies, to my own detriment, and now have my extremely valuable time spent writing all these letters, etc and trying to rectify the situation. There was only a one day missed payment in the first 13 years of the loan. In the past 5 years or so, I have had numerous late payments within the 30-day grace period. My credit history lists an excellent payment history with the current servicer. I had several late payments with XXXX XXXX XXXX. The reasons were that I lost my job, have a major issue with a former federal employer which has impacted my ability to work, relative to a XXXX which occurred in XXXX and for which I am on SSDI and federal XXXX. I have been working extremely hard to resolve the issue and return to work, despite many obstacles. The tenants have aided in paying the mortgage, though I have incurred losses on it every year for repairs and tenants breaking the lease, and damaging things. I requested that these 7 companies send me complete information about my loan with them. I did this by USPS tracking mail. These are the tracking numbers and the letters to each will be attached, depending upon the space on your site. The approximate dates for these letters were XXXX and their receipt was verified as being on XXXX. I only received a response from XXXX XXXX with the attached documents and from New Rez , saying they were working on it into XXXX. I believe that the XXXX XXXX letter required an updated address as well as the XXXX XXXXr/ XXXX XXXX address. I have not received any other replies. Even my current loan servicer, which is a very inadequate company, Called New Rez ( formerly XXXX XXXX, Shellpoint ), has failed to provide the information which I requested twice, by verified trackable mail and a phone call made to them on Thursday, XX/XX/XXXX @ XXXX AM. They did send a letter, dated XX/XX/XXXX stating they will be providing the information I requested, asap ; so it is over a month later, and I do not have that information yet.They are legally required to provide me with information on my loan as per my requests. When I only heard from one company regarding the initial letters sent out, I sent follow-up letters on XX/XX/XXXX, which were received on or about XX/XX/XXXX. I have not receive a response to any of those letters. Within the past 15 months or so, New Rez has decreased my payment automatically by about {$200.00} per month. I believe that may have had to do with the PMI being removed at a certain point. At XXXX point, about a year and half ago, New Rez, stated that I did not have funds in my XXXX XXXX Account with which to pay my mortgage one month. I did have the funds, I had to make many calls to rectify it, taking up much time and explaining to them that XXXX XXXX and my records would prove the funds were there and they illegally said the funds were not there. I believe it was an employee retaliating against me for telling her that I was not going to continue to explain my current hardship every time I called. They and XXXX XXXX did call and often repeatedly to remind me of payments due prior to the late date for payments, which is the XXXX the of each month. I do believe I had been charged the convenience fees for the phone payments and am probably a part of that class actions against New Rez. I worked for the Federal Government when I was living in the National Capital Area and commuted for many years, a distance, through heavy traffic while working very long hours and overtime as a XXXX. I then developed a temporary cognitive impairment in XXXX related to severe XXXX, which is the reason for the XXXX, among other factors such as XXXXXXXX XXXX I have been extremely busy the past 6 years. I am now, surprisingly, going to relocate to the XXXX, Texas, and be remarried within the year. This is the reason for selling the rental property. I have tenants in there until their lease expires on XX/XX/XXXX. But I need to sell and settle the sale asap to combine my funds with those of my fianc to obtain a suitable living arrangement in Texas, as he has XXXX young sons, XXXX and XXXX yo. I am explaining all of this so that you can understand the context in which I am requesting help. I need all the funds from the home sale to manage my mother, her home, and my move and wedding and possible work reentry eventually. As it is, I paid into the mortgage, approximately $ XXXX per month for 18 years, that essentially amounts to XXXX XXXX which did include XXXX County taxes at about XXXX $ per year, PMI for quite a while, and interest. However, even considering all those factors, I should be gaining more than XXXX, with consideration of the property value rising as it has in that area for the past 6 years and considering that it has been paid for 18 years and was to be a 30-year loan. These companies have profited at my expense, been unscrupulous, taken unfair advantage of me as a consumer, and as a XXXX person as well as using me and countless others to manage their own failures during the mortgage crisis. It appears to be illegal and unethical. I am requesting that you assist me in the following ways : 1. ) Require these companies, all of them, in an expedited manner ( excluding XXXX XXXX, who did cooperate ), to submit the entire documentation for the loans to me, including the Note, Deed of Trust, HUD1 Settlement Statement, and account payment history, loan terms, interest rate, initial and ending balances, and closing costs. 2. ) Assist me in the steps required to make these companies accountable for their crimes against me as a consumer, by rectifying the extensive shortfall in my loan payoff price and all the fraud which took place at my expense ] 3 ). Advise me as to whether I need a CPA or Attorney advice or whether you can help me to settle this matter. It is taking a great deal of my time at a very critical time in my life. It is very unfortunate that consumers must work so hard to protect ourselves from criminals in every business arena imaginable. With all the other complexities of ones own life, it is exhausting. I would like to think that my own money belongs to me, and I do not have to risk it being taken fraudulently. Who would own a home if they would only barely break even after 18 years? As it is with the anticipated shortfall, I may have to reschedule my upcoming remarriage, my relocation plans for moving across country, plans to eventually re engage in my career. It is extremely problematic, in addition to spending all this time writing letters, and locating documents while big companies have money that actually, rightfully, belongs to me. Yet, there is no cooperation, naturally, from any of them, because they want to keep the money which does not belong to them and do not want to be held accountable. All of this is a huge amount of work for me when I have many other pressing matters. Thank you so much for you help. The other documents are uploaded, as indicated and I am listing the XXXX mortgage servicers with whom I have dealt over the past 18 years. Please let me know if you require additional information. List of Mortgage Servicers : XXXX XXXX XXXXe ( briefly ) XXXX XXXX Bank XXXX XXXX Bank XXXX XXXX Bank XXXX XXXX Mortgage XXXX Bank XXXX XXXX XXXX XXXX ( XXXX XXXX ) XXXX XXXX Shellpoint Mortgage, XXXX XXXX, New Rez ** This is what I recall to the best of my ability. I have moved twice and am not able to locate all the documents, am waiting for the companies to comply with my request. Attachments : Mortgage Documents from XXXX XXXX ( with XXXX XXXX on the paperwork, I believe this the transfer paperwork ) Current Mortgage Documents : New Rez ( limited ; awaiting additional documents Proof of mailing/ tracking numbers for all mail sent to Mortgage services requesting information ( the USPS site verifies their receipt ) and the tracking for the f/u letters I sent when they failed to respond the first time. Copies of letters sent to Mortgage companies There are a few gaps in the numbering on the XXXX XXXX XXXX XXXX XXXX XXXX sent by XXXX XXXX XXXX, due to the difficulty in scanning and volume of/disorganization of the documents presented to me. ) Sincerely, XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I was never late on this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02128
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage has reported me delinquent on an account that was in forbearance and in trial payments for a loan modifcation 1. They notified me that my protection from the CARE act expired XX/XX/2021. The " true status '' of the loan without assistance that was offered by XXXX would then be reported. My forbearance was active until XX/XX/2021 I contacted Shellpoint in XX/XX/2021 and spoke with a representative on exiting forbearance and was offered a loan modification and my first trial payment would be due XX/XX/2021 in the amount of {$1800.00}. This was confirmed by XXXX on XXXX XXXX I attempted to make a payment on XX/XX/XXXX as agreed. After multiple attempts I contacted Shellpoint and they told me I was unable to make a payment due to a delay in paperwork. I offered to make a full payment and they told me I could not make a payment on my mortgage. They then rescinded the initial modification and did not offer a new modification until mid XXXX. I was finally able to make a payment the end of XXXX for the first trial payment. 2. Shellpoint advised I was reported because I was not in forbearance on XX/XX/XXXX. I had requested to exit forbearance and was offered a plan for modification and trial payments XX/XX/2021 but this offer was rescinded by Shellpoint. Shellpoint website specifically states if you are seeking loan modification it will not negatively affect your credit. They did give me an opportunity near the end of the emails to make a lump sum payment to protect my credit, despite being told this was not allowed by the CARE act. I tried to make mortgage payments but Shellpoint would not allow me despite my account falling further behind each month. 3. As of XX/XX/2021 Shellpoint will be reporting me delinquent on my account over 180 days, despite on time modification trial payments and multiple attempts to pay this debt. 4. They feel they are reporting the true status of the loan without assistance from Shellpoint. I exited forbearance, made contact and made arrangements to pay. This is a XXXX XXXX loan and despite doing everything required by Shellpoint, my account is being reported delinquent. XXXX. The care act provided protection from 120 days after the COVID national emergency ended The Covid National emergency was extended on XX/XX/2021 for another year per President Biden. My credit score has now dropped 150 points. I am unable to secure a loan for a vehicle since my lease has ended., My job is in jeopardy with no ability to secure financing. I advised Shellpoint rep XXXX XXXX of this and she advised I should focus on my mortgage not other loans. This suggestion was surprising since I need a car to drive to work to pay my mortgage. I have attached all email correspondence as well as info from the Shellpoint web site to show the policy on credit reporting. If the only way IU could have avoided being reported to CRA was making a lump sum payment then I feel Shellpoint has negligently disregarded the wording and spirit of the CARE act. Please have Shellpoint respond to this. I am requesting the delinquent record of mortgage be corrected and removed from XXXX ASAP. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, I enter into a payment agreement with XXXX Department of Environment and protection to pay my water bill, the mortgage servicer shellpoint made on payment to DEP on my account that they were not suppose to pay. Shellpoint increased my mortgage by approximately {$2000.00} which my month payment came from {$3600.00} to {$5300.00} which make it impossible to make payment on my mortgage, I contacted the company even offer to reimburse the payment they made on my account in full, they refuse to accept my offer to pay and refuse to reinstate my account to the original monthly payment, this makes it impossible to make payment on my account. In addition, Shellpoint did not follow federal regulations not to report negative reporting on my credit report during COVID-19 while my account is in forbearance, the company kept reporting the payments that supposed to be in forbearance as balance increase which impacting my credit severely.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 11236
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I got theirs response as always out of the facts they send me the same all the time XXXX I got i loan modification I paid a lawyer I paid at the time {$12000.00} in the new money they called and I was supposed to start new but shellpoint morgage servicing his partner in crimes XXXX XXXX and XXXX XXXX XXXX XXXX XXXX the again changed for lawyer fees court fees and any kind of fees then in XXXX again when shellpoint took over they came telling me they will foreclosure my house couse I owed them over XXXX in in their response they said they don't know what happens before but they know I owed over XXXX they even claimed my wife was on the contract in the mortgage and she did bankruptcy on even before I got my loan modification well that's what they say I don't know why o the purpose of it. XXXX XXXX XXXX is well-known for his corrupted way to make money like countrywide and shellpoint but they keep charging for money fees they make it up that's why in their response shellpoint morgage servicing send paperwork from before XXXX and they can't tell where is the money i owed this corruption at it's best
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A