Date Received: 2021-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An Analysis Report dated XX/XX/2021 was sent to me from my mortgage company Shellpoint Mortgage Servicing. My monthly mortgage premium was {$4800.00}. As of XX/XX/2021, my premium was increased to {$5200.00}. Upon reaching out to the mortgage company they explained to me that there was a shortage of {$1700.00}, which they would spread out over a 12 months period, which would result in a increase of {$140.00}. Since XX/XX/2021, I tried to have someone explain why my payment was increase and currently my escrow is in the negative of over {$2000.00}. Thanking you Concerned Consumer
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have never missed a payment for the house. They send on my statements, its been 1 year they are not applying my payments. This is what they do. They do not help the consumer. I just want the XXXX away from this company, shellpoint. I've been trying to refinance our home for over a year. They have destroyed my credit, so they trap people from this. So many complaints against this crooked company. So many class action law suites. I pray the government will punish them, and harshly sues them hard. The XXXX XXXX XXXX also has a lot of info what this company does to people. Thank you for your time. They also are full of extortion on what they charge people. I paid my own house ins. and flood. total, also property tax. for total, XXXX They, shellpoint, charges XXXX, for the same coverage. XXXX, XXXX XXXX. This is not right. Please help me get away from this evil company ... ..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33919
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am writing in regards to deed for my home. After 30 years, I made the final payment XX/XX/2021. After weeks, when nothing had come in the mail, I have been trying to find out why. I have been in contact with the mortgage company and XXXX XXXX, trying to get some help. I have literally spent hours on the telephone trying to find out why I have not received it. Supposedly, the mortgage company says they sent it to XXXX XXXX. XXXX XXXX says theyve never received it. I did find out that when the documentation is not sufficient XXXX XXXX rejects it and sends it back to the mortgage company. However, XXXX XXXX does not keep track of those they reject and so I have no way of knowing if they ever got it. Recently, I did receive a copy of what the mortgage company had sent, and I forwarded it to a person in XXXX XXXX XXXX Office and she said if that is what had been sent it was definitely rejected. So, she emailed me a list of things that must be included in order to release my deed. I was able to get the email address for the XXXX XXXX Department of the mortgage company. XX/XX/2021 I sent an email to them requesting they resubmit the information to XXXX XXXX ; I provided them a complete explanation of my issues and frustration trying to obtain my Deed of Trust, with a copy of what must be included to satisfy XXXX XXXX. Isnt it their job to know what should be included and do that? Four days later they responded the response said I show the original release was rejected by XXXX XXXX and that the vendor has since resent the corrected release back to XXXX XXXX and as of XX/XX/XXXX, the release was still showing out to XXXX XXXX. Whoever sent that response did not even sign their name to the email or offer to follow- up on the status. I spoke with XXXX XXXX twice last week and again I called them today. They still say they have received nothing from the mortgage company. I then called the mortgage company Again and spoke to two different customer service representatives. I never get to speak to the same person because they say they dont have the ability to transfer the call from one to another, so I have to continually go through all of the same explanations. All they can tell me is the same thing Ive heard before that its been sent to XXXX XXXX. They do have it notated that on several of my calls the representative has asked me if I would like to file a complaint and I say yes and they say that they will submit it. On several occasions the person Ive spoken to have told me that when they access my account they do see that the complaints have been notated, but no one has ever called me or acknowledged the content of the complaints in any manner. Today, I asked how they had been sending the documentation to XXXX XXXX and they said by regular mail. It is going to a very small town and it should be sent to a post office box to insure XXXX XXXX office gets it..SO, I provided them with that information. I also asked to speak to someone in the Release of Deed department and was informed that the customer service reps as well as their supervisors cant access that department by phone and neither can customers. That doesnt seem right to me. Shouldnt XXXX be able to speak to someone who is responsible for handling my documentation? I have tried to bring this whole situation to resolution since XXXX and I cant tell you the number of phone calls and time spent trying to make headway and Im getting nowhere. Today I even requested that they resend the information to XXXX XXXX and I would pay for them to send it by XXXX or XXXX. They said they couldnt do that. This is a very important document that I need to have in my possession and so, I am hoping you will be able to help me obtain my deed. Thank you, XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 80130
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: in 2010 I worked with Fannie Mae and they helped me do a mortgage workout with XXXX XXXX XXXX.at XXXX %. Over the last few years they steadily raised my interest rate to XXXX % and sold my mortgage servicing to New Rez, LLC. I inquired with New Rez about refinancing the entire mortgage into a XXXX % 15 year mortgage over four months ago. I have supplied all of the necessary documentation and easily qualify with my income to debt ratio. Since that time they have continued to push for a 20 year mortgage at XXXX % which I do not want. Truthfully I should still be at 2 % and nearly paid off anyway since they borrow money at XXXX %. I need help getting a way to pay off my house early and a reasonable interest rate. I simply do not trust mortgage servicers based on my experience with XXXX. Can you help?
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Shellpoint Mortgage servicing company failed to report timely payments made. 19 months worth. Writing certified letters did absolutely nothing. Only filing a complaint with the Consumer finance protection bureau, made any difference - unfortunately!
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89156
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NEW RES-SHELLPOINT MTG Account XXXX Deleted This item was removed from your credit report. Please review your report for the details. The Credit Report Agency did not Deleted after the Bank send Deleted From file as you see thank you.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MA
Zip: 02478
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: There's a whole long story about how I got to the point of needing a loan modification and I won't go into it unless requested to do so. However, I did need a modification and Shellpoint Mortgage provided it. When the process began I owed approximately {$34000.00} on my property and had a little over three years left on a fifteen year loan with a 6.25 % interest rate. My late husband and I had taken that loan because we were both working and could make the payments. However, when he passed, it was very difficult for me to make the payments on my own so I asked my mortgage company ( I think it was XXXX ) to rewrite the loan at a lower interest rate and in my name only which they refused to do. I kept asking and finally, after one of their employees told me they wouldn't do anything as long as I was up to date, I let the payment get behind. This, I believe, was in XXXX Didn't do me a bit of good. After a few lawyer letters, foreclosure loomed and Shellpoint came into the picture. I now have a forty year mortgage ( I was XXXX when this all occurred and will be XXXX when/if I can ever get this paid off ), at a 6.25 % rate ( even though rates have been very low since way before that! ) and my balance is {$68000.00}. My house needs lots of work and is currently worth Iess than {$90000.00}. I can't even sell and make enough to move. I am retired and working part time to supplement my social security income but I just know I can't do this until I'm XXXX!. I feel trapped like the proverbial rat. Do you think I have a case? Do you have any recommendations for a lawyer? Is a real estate lawyer what I need? Thank you for any guidance you can provide,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current mortgage company is NewRez. My loan number is XXXX. My current interest rate is 4.875 %. I had been receiving mailings and emails about refinancing the loan at a lower rate. I initiated the process in XX/XX/XXXX. I was assigned a mortgage consultant XXXX XXXX XXXX # XXXX. At his request I submitted hundreds if not a thousand pages of financial records. Then when it came to finalizing the refinance Mr. XXXX would not return my calls or emails. I reinitiated the process in XX/XX/XXXX and reached out to NewRez. At that time they assigned a new consultant XXXX XXXX XXXX # XXXX to my refi. I lamented with Mr. XXXX my frustrations with Mr. XXXX and he assured me this time it would go much more smoothly. And for the first 2 days he was quick to respond. Just long enough to get my credit card # and advise that he was going to hold the info on file and would call me before running an appraisal on the property. I advised that due to very lown LTR I wanted to see if there was a waiver for the appraisal requirement. Mr. XXXX advised he would check and get back me. Less than 10 minutes after hanigng up with him i receive a notice that my credit card had been charged {$600.00} for an appraisal I had not authorized. I reached out immediately to MrXXXX XXXX but he would not return my calls. When he finally did, he acknowledged his mistake but stated he would 'make up for it ' by giving me a 1 % discount on the loan costs. I was a bit skeptical about this but wanted to finally complete this refi. I continued to reach out to Mr. XXXX to no avail. I was very frustrated and looked up the management team for New Rez. I first sent an email on XX/XX/XXXX to XXXX XXXX XXXX of the Service Dept summarizing my experience and request for some sort of resolution. When he did not respond I sent similar emails on XX/XX/XXXX to XXXX XXXX XXXX ( CEO ) and XXXX XXXX ( President ) in hopes I could get some response. None came. After this, Mr. XXXX did call me back and apologized for being out of pocket. I was hoping we would finally finalize this process. Instead he asked me for more paperwork. When I asked specifically what paperwork he needed, he stated the last XXXX years business and personal returns. This was paperwork I had sent over on XX/XX/XXXX!. I told him at this point that I was done. I was too frustrated to continue with him or with NewRez. I researched the company on XXXX ( should have done this before ) and saw numerous complaints of the same problem i was having. They would initiate the loan process and then just fall of the face of the earth. I told Mr. XXXX I wanted the {$600.00} credited back to my account. On XX/XX/XXXX he emailed that it was going tot take a few days. As of today, it has still not been returned.
Company Response:
State: TX
Zip: 78209
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is my third complaint to you. Each time I put in a complaint it comes back with answer that is not helping. They answer with a generic response and no willingness to cooperate whatsoever. 1- We were given a modification that was higher than the initial trial payments making it very difficult to pay. 2 - I was given covid relief during the 7 months in question after the modification which they will not acknowledge. 3 - They have added on extra interest that my modification does not call for and refuse to deal with this in a humane way. 4 - They have gone against the foreclosure rules of the state of California and Federal government and are threatening to foreclose my house. 5 - I have asked for a complete 5 year accounting of all debits and credits and I have never received it
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was contacted by NewRez in late XXXX XX/XX/2021 to refi an existing loan serviced by them. In 28 years of residential and investment real estate transaction experience, I have never dealt with such an unprofessional company. For over 2 months now, they have strung me along, wasted my time, not followed up, assigned me to a couple of underwriters who were unfamiliar with the application, and delayed processing. I have responded to multi requests for the same uploaded document. NewRez has shown no professional integrity in customer relations. I received only promises of follow-ups from underwriting but no meaningful follow-up ever occurred. Trying to speak with underwriting is impossible. To this date, the application is still not fully processed. The whole awful experience makes no sense. They are an embarrassment to the real estate industry. If I could have reviewed them with negative stars I would. NewRez should be investigated for inappropriate customer business practices.
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A