Date Received: 2021-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have Home Loan from Newrez LLC, So there is problem with Escrow payment, of XXXX Dollers. This payment is for XXXXTax Bill which i paid from my bank account, and New Rez also deduct same amount from my escrow account.on date XX/XX/2020 and after that XXXX county sent that check back to New rez.i have copy of letter from county. and i am calling newrez from last one, but no body want to give my money back.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 93311
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Please note this is an amendment to complaint XXXX. My complaint stems from the time starting XX/XX/2021 when I came in communication with Loancare about coming off of my forbearance plan. My request with XXXX was to understand if an adjustment in my current loan/interest rate XXXX 3.25 % XXXX more aligned with current would be possible. They said that they would review my loan and send me an offer within 30-45 days. Fast forward to XXXX and my loan has been transferred to a new servicer ( Shellpoint ) who says the only way to get a reduced interest rate is to refinance. I understand Shellpoint ( new loan servicer ) position. However this mean I will not be able to be under consideration for a refinance until XX/XX/2021 XXXX 3 months out of forbearance ) If XXXX had worked with me in earnest I would have been able to refinance as early as XX/XX/2021. A refinance will restart the clock on the amortization schedule which is something that I really dont want to do New Rez is owner of the loan so I dont really understand why things changed when the loan got transferred to a new servicer anyways and I'd like an explanation of this because I dont feel like I've been dealt with fairly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2021-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sent my payment check number XXXX for {$790.00} and wrote on memo it was payment and account number. They applied it to my escrow account which they impound with payments and they applied they payment to escrow. I also sent a escrow shortage payment and wrote that on memo and they didn't apply that to anything? Now they state my payment was made on XX/XX/21 when it clearly cleared the bank XX/XX/21. These errors can affect my credit score and they refuse to correct dates.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint, agreed my account would be properly notated and no issues would arise back in XXXX of 2020. My bankruptcy is over with. They continue to not fix my account. I've filed numerous complaints against them, diech, and greentree. They are continuing to harass my bankruptcy sending him my mortgage information. He has sent numerous letters my bankruptcy is over with to stop sending him my mortgage information and payments. Now it's become mail fraud and violation of court agreements. Between their attorney XXXX XXXX and me. He was also, greentree and Ditechs attorney giving him insider information. Since, Shellpoint can not honor the agreement we agreed upon and their attorney promised I would not have anymore issues out of the. I request they send me my title, payment for emotional distress and anxiety
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted Shellpoint Mortgage servicing via telephone to inquire of my options for my Mortgage on XX/XX/XXXX, after being terminated from my job on XX/XX/XXXX. During this call the agent suggested I initiate a COVID Relief Forebearance, and to call in when my employment started again. In XXXX of XXXX I contacted Shellpoint Mortgage Servicing to inform them I was working again. They then proceeded to send me forms to fill out to initiate a Loan Modification.
On XX/XX/XXXX I was contacted by my supposed Single point of contact at Shellpoint Mortgage to inform me that I would have to make a payment of {$1500.00} in order for the loan to be current in order to process the modification. On XX/XX/XXXX my Single Point of contact verified that the payment was received and that " we should have an update next week. '' I received no updates, however did make another payment on XX/XX/XXXX in the amount of {$1500.00} verified by email on XX/XX/XXXX. Also on XX/XX/XXXX I received an email after inquiring why my Mortgage was still showing as delinquent - the single point of contact for my modification stated " I am going to do some research to verify why your loan is still delinquent after the modification. I will follow up as soon as I have an update. '' On XX/XX/XXXX I sent an email to Shellpoint Single point of contact asking how the XX/XX/XXXX payment could be delinquent ( as shown in the online portal ) - the response was " I am still waiting on an update, as soon as I have one, hopefully tomorrow, I will follow up. '' On XX/XX/XXXX I received an email from a new person st Shellpoint " My name is
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I refinanced with NewRez mortgage company back in XXXX but had an excess amount of {$5000.00} in our escrow account. Our previous mortgage company transferred the remaining escrow amount in our escrow account to NewRez instead of refunding the amount back to us. Once we discovered the error we contacted Newrez about the problem. Instead we were told that in XXXX that California escrow analysis is done in XXXX and what ever exceeded XXXX will refunded. Then we called the company back in XXXX just to be told that they changed the escrow analysis to the end of XXXX. The last time we called we were told that they did an analysis in XXXX and only do them once a year. It didn't make sense because the repeatedly told us the state of California escrow analysis are done in XXXX timeframe by law. Also if an analysis was done in XXXX why didn't they tell us when we called about the error our previous refinance company made when they transferred our escrow account to their company. NewRez just repeatedly gave us excuses on why they couldn't do the analysis to refund us the overage on our escrow account. They would never let us talk to anyone in escrow department about our problem. There is approximately {$10000.00} in the escrow account and they claim they did an escrow analysis in XXXX but we refinance the loan in XXXX. We have gone through at least 5 people including supervision with all different excuses. We just want our escrow refund due to us from this company instead of running us around in circles.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello ShellPoint I received a call from a company that assist with modifications. The indicated there is a pending foreclosure recorded XX/XX/2021. The foreclosure is pending recorded by XXXX XXXX XXXX The foreclosure document is not recorded by ShellPoint. Are you aware of foreclosure default document recorded. I am trying to understand what is going on Help
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, NJ XXXX XXXX ATTORNEYS FOR PLAINTIFF XXXX XXXX, XXXX. STATE BAR NUMBER : XXXX The above mentioned law firm filed for final judgement XX/XX/2021 during the the mortgage foreclosure moratorium which is still in effect. We are currently residing in our property, and dealing with ongoing effects of the COVID-19 pandemic.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint wrote to CFPB XXXX that they had already addressed this issue in correspondence. However, Shellpoint does not state why it did not follow the rules and provide the permanent modification since I made the three payments. Shellpoint never addressed why it sent me a statement with an amount of {$990.00}, which I paid and then Shellpoint claimed to have revoked my modification offer because I paid the statement that they sent to me. Shellpoint has not explained how it can reject my modification for paying the correct amount when the trial modification, which was supposed to be based on a streamline was overcharing and I paid the correct amount based on the statement that Shellpoint sent me. Shellpoint has stated they were not going to honor the trial modification, but Shellpoint has never addressed its failure to provide consistent statements and its failure to provide clarification when I asked for 60 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPB Please help me. Shellpoint says anything conflates and changes the rules with each response. I have written to XXXX XXXX, the president, and the vice president because this is so fundamentally unfair for Shellpoint to change its statements, change the rules after I make all the trial payments, overcharge me for the streamline modification ( which I paid ), claim to have returned the third payment without any meritorious reason, and not provide the calculations of payment options with different years of payments and/or interests rates based on my completed mortgage assistance application. Please investigate Shellpoint 's duplicity and changing reasons for not fulfilling my permanent modification. I am supposed to have one point of contact. Shellpoint tried to assign me to another representative to misrepresent the facts that I did not make the sum total of payments due during the trial modification. In XXXX, I presented to CFBP a completed Shellpoint application for assistance. Shellpoint has not addressed why it did not provide a modification according to the application that I submitted, which would have been more affordable because the number of years and interest rate could have been adjusted. Shellpoint has not addressed why I was supposed to pay the incorrect streamline amount of {$1000.00}, when the streamline amount of the trial modification should have been {$990.00}. Shellpoint has not explained deflecting in bad faith it used my paying the corrected {$990.00} statement that Shellpoint sent to me as ground for alleging that I did not complete the terms of the modification. The purpose of a trial modification is to see if the person can make the payments. I made the trial payments and the rule is that I should be given a permanent modification. If I do not make the payments, then Shellpoint has grounds to revoke my modification. But, I could get better or crowd fund to pay the difference. Shellpoint is using the fact that I pointed out they gave me a streamline modification of {$1000.00}, which was more than my income on the completed assistance application against me. But, at the end of the day, I paid the correct trial payments. If I did not, then Shellpoint is at fault for sending a different amount and for being a nonresponse service provided for 60 days when I asked for clarification. Now, that I made all the trial payments. Shellpoint needs to do the calculation based on interest rates and adjusted years to bring the payment into something more affordable since Shellpoint is making as an argument that I said the {$1000.00} was not affordable instead of following the law that I made the trial payments, so I am supposed to be given a permanent modification. Shellpoint has not stated how it plans to rectify it claim to have sent back my third trial payment for no valid reason. I paid the statements sent to me. {$990.00} was the correct streamlined amount. But, because Shellpoint is not being transparent, I do not know how the mortgage payments could be lowered if they adjust the interest rate and years of payments based on my completed assistance application. Shellpoint has not answered why it should take no accountability for sending different statements and why it is not trying to fix 1 ) sending me conflicting statements 2 ) claiming to have sent my final trial payment back on a minor technicality that Shellpoint created ; and 3 ) claiming to have sent my third trial payment back when the {$990.00} was the correct Streamline amount and {$1000.00} was incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A