Date Received: 2021-07-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Simple rate and term reduction refinance application with NewRez. It is determined no appraisal needed ie done with a XXXX. 1st issue : during Initial Closing Disclosure process-ICD, we notified the lender via their system communication portal there was a charge for a {$500.00} appraisal but this was a XXXX and were advised that would be removed. Flash forward, closing docs. arrived, the charge was STILL on the CD?! We should have declined then but for the rate we couldn't pass it up! So, at the closing we crossed it off and initialed it, but the Notary was not okay with that. I advised them I do review closing docs. and I see this ALL THE TIME ; this way they/settlement agent can update/fix it before funding right?! XX/XX/XXXX the loan was closed/disbursed still including the {$500.00} appraisal charge? I mean did anyone review any of the signed docs.? That took until XX/XX/XXXX to be rectified by additional refund to us! 2nd issue : On multiple occasions we have requested assistance in understanding WHY the taxes that were collected at the closing were NEVER paid-we were notified in XXXX, XXXX, when the county treasurer cc 'd us on a letter sent to the Settlement Agent, XXXX, stating they owed for bounced check charges, taxes were not paid and delinquent and that this needed to be rectified by XX/XX/XXXX to avoid further penalties ( the taxes collected and paid at closing are now not paid and delinquent WHAT? )? Needless to say, I was beside myself and immediately reached out to ALL parties! It took until XXXX XXXX to get our XXXX Tax installment paid with the county - the funds were pulled out of our CURRENT escrow account ( all other charges had to be paid out of their monies to the county )? However, now all we have requested is for them to clearly 'show us the money '. An accounting of the funds in our previous escrow account/ the payoff/new escrow account/taxes paid etc. to be clearly provided to us because we received and are holding this so called " escrow overage '' check ; which is the 'exact ' amount of our taxes collected at escrow? The complaint is being filed because it is now XXXX XXXX with still no resolution/clear explanation from the lender, whom is our current loan servicing agent as well on the new loan, as to what happened. Supposedly multiple tax installments were paid and rejected by the county due to the taxes being paid but then if that were the case why was I contacted for non payment/delinquent taxes? Where did the funds from the settlement agent get applied? Why are we penalized and our new escrow is short? The Settlement Agent says they wired the monies collected for the tax installment, that the lender told them to stop payment on, back to the Lender because the taxes had been paid ( but again they never were ) so who had what wrong, when and why? I don't know but if I were any normal consumer not an actual closer funder I might not be quite so inquisitive. It is my job to know this stuff and right now I can not unravel this issue with what has been provided I just need to see it broken down old escrow all debits/credits new escrow all debits/credits payoff required/applied etc. and maybe then it would make sense that is all we have asked for? We have been patient but this has gone on too long it is their JOB to get this right? Not to mention the Settlement Agent has yet to ever provide an amended Final statement Statement. If they refunded monies to the lender they should have sent us a letter and copy of an amended final statement ( someone should be governing Escrow/Title in the same way as the lender in my opinion where's there time limit to do this stuff )?! Lastly for anyone that reads this far, I want it noted whenever you're involved in such transactions, PAY CLOSE ATTENTION TO ALL THE FIGURES DO NOT RELY ON THE PROFESSIONALS! Unfortunately, not all are created equal and DO NOT let things that don't look or feel right slide by inquire, question and ask for clarity to be sure all is right in the end. Hoping the information we seek is provided soon enough to avoid further issues!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95404
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX of XXXX, I made many requests for an escrow analysis, I received one around XX/XX/. In North Carolina, we are to get them in XXXX. After reviewing this analysis ( attached ) there is not a clear explanation for the {$39.00} dollar increase in the mortgage payment, when the escrow is requesting a payment of {$63.00}. This amount broken into 12 payments is {$5.00}. On the payment slip, it states this is not a bill. I would like to make the additional payment to keep my monthly payment at {$660.00} and there appears to be a discrepancy in what I am supposed to pay for escrow balance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: The company continues to report my previous mortgage ( Shell-point ) as foreclosure and it was a short sale, that is inaccurate as was not a foreclosure, my next step will be filing a lawsuit if the account is not removed immediately. I have sent countless letters and disputes and continue to be verified as accurate.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a refinance through New Rez, my mortgage company, in XXXX of XXXX. This company strung me along for months, sometimes asking for docs, sometimes w/o a word.I complained by phone, numerous times. I finally got a denial of application XX/XX/XXXX. This process was excruciating, during a time I needed the extra support. In XXXX I lost my job which was with a nonprofit. I was not able to attain unemployment because of the status of contractor for nonprofit. The situation became worse. It should not have taken New Rez, more than 6 months for this process which ended in denial.This company, formally know as XXXX, has been my mortgage co. for 13 years.
Company Response:
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2021-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Shellpoint is not updating my bureau scores timely. Last scores are updated as of XXXX. This is causing me an issue with trying to refinance which I need to do due to divorce. Company has been contacted multiple times and issue still not resolved. I am paid through XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My recent Mortgage servicing has been sold by XXXX XXXX to Shellpoint Mortgage Servicing ( c/o XXXX ). It's been transferred already to Shellpoint on XX/XX/2021 as instructed to me via letter ( attached ) from original servicing company. Since I received the transferred confirmation letter, from XX/XX/2021, I am repeatedly calling ( and requesting ) to this new servicing company - Shellpoint to provide my account information and payoff balance and all other necessary mortgage account information so I can pay my monthly mortgage payment before due date and also I can refinance on time. Every time, when I have called their customer service is unable to pull up my account information using all my information including my SSN/Property address/temporary account number etc. Finally, I have spoke to their Supervisor, and he mentioned me a 10 digit account number " only '' and he denied to provide any other information to me, but I can not access their payment website using that number ( attached ). My due date is coming soon, and I have no mortgage reference number/account number to pay my monthly payment. Also, my refinance company is waiting for this since XXXX. I am nervous now that Shellpoint is preventing me to pay on time, and forcing me to miss payment and attempting to damage my credit, also preventing me to refinance and probably attempting to sell my property in foreclosure. I have a XXXX son, and now I am struggling more with all these mortgage servicing negligence caused by Shellpoint Mortgage Servicing & XXXX XXXX around the clock. Please help.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I called New Rez / Shellpoint mortgage and spoke to XXXX XXXX. I had checked my credit report and noticed that they had reported a 30 day late payment on XX/XX/XXXX, This mortgage had already been paid off XX/XX/XXXX. XXXX was surprised and assured me he would advise the department that incorrectly reported the error to have it corrected, he also advised me to file a dispute with XXXX, which I did on XX/XX/XXXX. On XX/XX/XXXX I called back and spoke with XXXX XXXX and was told that the report would update soon. As of XX/XX/XXXX still no correction so I call back and speak with XXXX, she advised that I would receive a letter of correction very soon. On XX/XX/XXXX I receive a letter from NewRez in response to my recent inquiry stating they are working on gathering information and will forward it as soon as possible. I make a call on XX/XX/XXXX and speak with XXXX XXXX, I asked if I can get an email stating they have corrected the reporting, he said he would send an email confirmation of the correction. I never received an email correction but I did receive an email which was a copy of my complaint to XXXX with DRAFT written across it and it was submitted by XXXX XXXX. On XX/XX/XXXX I called back again and spoke with XXXX, again I was advised that it will take another 30 days for correction because they only update once a month ... .Now I am beyond frustrated. Here we are on XX/XX/XXXX and still no resolution so I call back and speak to XXXX XXXX who advises me there is nothing she can do, I then ask to speak to a supervisor. several minutes later XXXX, who identifies herself as a supervisor ( not sure if that is correct spelling ) said there is nothing she can do unless I send in my credit report. I asked her why I have to go through all the hoops when they made the error? I then asked her to read all the notes and she said there were too many for her to read .... seriously?? She was absolutely the least professional person I spoke to during this ordeal. I have been beyond patient with this terrible experience and would hope no other NEWREZ/SHELLPOINT customer will have to go through this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94587
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint it's a city bank company that keeps harassing me about different amounts of money sometimes its one month sometimes it's two or sometimes it's all about escrow but they never know what it's really happening i complaint about this problem few times before it's been almost 3 years im dealing with them and keep asking about the origin of the amounts owed but they don't know they keep sending me the paperwork and they say you look where the money owed is but and its nonsense i said I will pay them with any problems if they provide the proved where is the shortest in XXXX i got a loan modification and I haven't missed a payment they claimed its an escrow but every year they adjusted it I was supposed to pay only {$1400.00} and since XXXX I been paying more {$1500.00} and more and since XXXX {$1600.00} but always overpaid them and they keep saying i owed them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1. Shellpoint will not provide me a designated representative. My representative is supposed to be XXXX XXXX. Shellpoint is falsely stating that they can not reach me. I have asked my designated representative on the phone to communicate with me via email. There is along email trail demonstrating that is it false when Shellpoint says they have made several attempts to contact me unsuccessfully. 2. Shellpoint will not communicate with me directly at XXXX. XXXX. Shellpoint is unreasonably alleging I need to contact them bi-weekly by phone. If they will not honor, their own written statements, I do not have any chance if they are not willing to put the options in writing. The reason this is important for Shellpoint to try and claim that I am not being cooperative is because I made the trial plan total payments. But, Shellpoint sent a conflicting statement and used their error to allege that I did not complete the trial payments for the modification. I contacted my designated representative about the conflict. He acknowledged and said that he would speak to his supervisor. When Shellpoint never responded back to me, I paid the alleged difference.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I'd like to escalate an issue that I've been dealing with since XXXX. I posted my XXXX payment through your portal on XX/XX/XXXX. I received a message that it was posted on my account on XX/XX/XXXX. I was alerted on XX/XX/XXXX that the payment did not go through, and was charged fees. I've called Customer Service multiple times with no solution to the issue. I spoke to a Supervisor on XXXX, and explained that I received a notification that the payment was processed on XX/XX/XXXX so I should not be charged any fees. I asked her to send me documentation showing the supposed incorrect payment being processed as well as documentation showing the NRF fee. She mentioned she would alert Loan Servicing to send. All I received was a fee schedule, which itself is inconsistent. I called her extension to follow up on XX/XX/XXXX and XX/XX/XXXX with no response. In various of my customer service interactions, there have been inconsistencies with information that is concerning. I've consistently provided payment either early or on time, and this experience has been very disappointing. This incident is concerning and has led me to question the integrity of your company. I'm happy to provide any additional information to waive the fees charged to my account. Thanks, XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A