Date Received: 2021-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed complaint XXXX. Please read and do not close the account because Shellpoint says anything. I made the trial payments according to the statements sent to me by Shellpoint. Shellpoint sent statements with different trial payment amounts. I paid those amounts and asked for clarification. Shellpoint refused to provide clarification. So, I paid the difference in trial payment three. Now, because Shellpoint sent different statements with different amounts, Shellpoint is claiming that I violated the trial payment for paying the statements that they sent. XXXX XXXX did not provide clarification during the trial plan that Shellpoint made an error in its statements for nearly 60 days. Shellpoint did not clarify their error in bad faith. Yet, I paid more than the Shellpoint statements required and Shellpoint is using my good faith to deny the permanent modification for the trial plan that I completed. Yes, I said that I could not afford the modification without the American Rescue Plan. But, Shellpoint did not provide all the options that are available to me given my completed modification application. Since I have a hardship related to Covid, which I asked for XXXX XXXX, XXXX, I should be able to get the permanent modification to start on XXXX XXXX, XXXX. I fulfilled the terms of the trial statements sent to me. This is pure harassment for XXXX XXXX, not to answer and provide clarification for nearly 60 days and then use Shellpoints lack of transparency to claim the offer was revoked in their XX/XX/XXXX response to the Consumer Financial Protection Bureau. I do not have an outstanding escrow balance is incorrect. Shellpoint owes me {$270.00} for the advance XXXX gave to Ditech. I have proof that the account is owed the money if Shellpoint wants to continue harassing me with inaccurate statements. In XXXX of XXXX, I also asked for a forbearance and trial payment. Please please someone help me because I paid the Shellpoint trial payment statements. So, I did not violate the the trial modification. Shellpoint did with the inconsistent statements regarding the trial payment amount. I thought the corrected the inaccurate 20 % they were using for streamlined modification. However, their actions merely served to create confusion to find a reason to deny the modification. When I paid the difference after XXXX XXXX, did not respond, Shellpoint tried to act as if I did not pay the third trial payment and would not deposit the check. Since I provided CFPB copies of the check and certified mail receipts, now Shellpoint is claiming that I the modification was revoked. Shellpoint made no notification of a revokation prior to inserting it in the response to CFPB on XX/XX/XXXX. They should not be allowed to revoke me completed trial modification for their sending differing statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is serviced by NewRez/Shellpoint. My XXXX XXXX resulted in an almost a XXXX surplus refund check. My escrow monthly payments also went down about {$200.00}. When I received my XXXX XXXX, it shows my escrow balance is negative by almost XXXX. Here 's why : My XXXX XXXX was based on taxes of {$790.00} paid in XXXX which was prorated and land only. NewRez didn't review the tax assessment documents or closing docs to see that my property taxes was actually estimated at {$3300.00} a year My Property taxes increased by about {$500.00} for XXXX My Hazard Insurance increased by {$700.00} due to a water loss So basically NewRez lowered my escrow payments and refunded " surplus '' just to tell me I now owe almost XXXX and the shortage will be added to my already increased mortgage payments if i can't pay it in full. So my monthly payments went from {$1500.00} to almost {$2100.00} a month
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: There is too much information to send in one attachment but I have everything in writing ( emails ) and mailings received from Shellpoint. ~~I have been given multiple points of contacts and have been provided with conflicting information, including forberance window, and loan type. I have requested this information repeatedly in writing and they have not provided it. -- Ive submitted repeated requests to lender and servicer for loan documents ( promissory note ) so I could fully understand repayment and loss mitigation options. They have never produced documents which I have requested for year 's -- plus multiple times during pandemic. At beginning of covid I was told I had XXXX XXXX, recently told they think conventional. BUT they will not provide copy of documents and when I enter loan information on my own through various data bases, they all report no record. ~~I have notified the servicer that I have poor cellular reception and XXXX XXXX ( I am a senior ) and Ive asked that they communicate with me through email. My servicer has told me there are some things that she can not put in an email. I have this in writing. ~~I have also sent emails requesting phone appointments so I could go somewhere with better reception to communicate. They have ignored my requests. I believe sometimes it is a computer that calls me back because, the phone will say Shellpoint is the caller but when I answer no one is on the line. -- The servicer does not even indicate a specific time called or attempt to make a follow up call with a set specific time. I am unable to call and reach point of contact directly, other than to leave a message. -- The servicer has said she can not accept homeowners documents from me even though she is my single point of contact. -- The servicer refuses to provide the dates that my loan was covered in forbearance. I believe I had an additional 30 days. They say it expired end of XXXX and since they do not know what kind of loan I have, Im not eligible for an additional extension. When I contacted Shellpoint on XX/XX/2021, they told me that my forberance ended XX/XX/XXXX, and that as of XX/XX/XXXX, I was in default and that over {$200000.00} was due immediately ( missed payments during forbearance ). They have told me that I will not qualify for modification because I need $ XXXX month to qualify for a modification ( that is my pre/covid income, my business shut down completely during a pandemic ), and that Im not eligible for a deferment. I offered to give them 3 payments immediately and was told they could accept nothing but the total amount due. I had previously made a partial payment during my forberance and I asked if I could at least add to the partial payment so that could be applied to XXXX and my point of contact said, no. I have this in writing. She said that I do not qualify for options because I currently only have unemployment ( Im working to reestablish 30 year business ). I explained though I did not have active income, I have resources. Im retirement age and have access to equity and funds so that I if they would at least let me resume my regular payments and defer or extend forbearance amount, I could reorganize. She said, No, it had to be active income. She said I could not include income from contributers ( family ) or family trust, but only from someone who lived in the house with me. How can they discriminate against my source of funds to make payment? Retirees do not generally have active income??? I believe this is elder abuse! Shellpoint, XXXX XXXX XXXX , XXXX XXXX XXXX XXXX, or whoever actually owns my loan (??? ) are acting as predators - no intent to help me -- but only interested in whatever actions they can take to force me into failing and ultimately foreclosure. How can they refuse to accept payments from me the week my forbearance ends? Ive lived in my house for XXXX years and there is a lot of equity // they want it. I have tried to document everything in writing and there are lots of documents- too many to send in one attachment. -- My servicer has said the reason she needs to talk to me on the phone, and that she can not put things in emails is for her protection and that of the servicer. -/ When I reference emails Ive sent to servicer, with unanswered requests for information, Point of contact says she never received them, even though there are emails and a paper trail with her direct email address. -- Im working with a HUD approved housing councilor, that reached out to her via email, he provided a signed authorization in which I granted him authority to represent me, and she stated that she never received it. Please prevent elder abuse. Please do not let them take my family home where I have lived for XXXX years. Im in California and eviction moratorium expired today. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I applied for a refinance to lower my interest rate. I was told I had a " conditional approval '' for a 2.87 % rate. I unfroze my credit rating accounts and provided my tax forms, retirement savings information and several months pay stubs. On XX/XX/XXXX, I was told by a XXXX XXXX ( XXXX ) I had to pay around {$500.00} for an appraisal and all other documents had been signed. I gave credit card information and was charged on XX/XX/XXXX. At that time, I did, in their defense, have some trouble with my personal phone. Once it was repaired and returned to me, there was a message from an appraiser that was around 1-2 weeks old. I called him back and he said that the appraisal had been cancelled. I waited to hear from the mortgage company about what to do but got nothing. On XX/XX/XXXX, I reached out to XXXX XXXX with some questions but he responded that he didn't have anything to do with it anymore and I should reach out to my loan processor. On XX/XX/XXXX, I reached out to XXXX XXXX again, I had not heard from a loan processor and wanted to know who I could speak to about the loan. He did not respond. On XX/XX/XXXX, I contacted XXXX XXXX again and told him I have not heard from a loan processor and did not know how to proceed. He mentioned he expected I would be closing in a week or two and to keep in touch with my loan processor. I still did not know who that was or how to contact them at that time. Around the end of XXXX, I was asked to resubmit all the documents. When I pointed out to the clerk that I had already done this she responded with a short " we are busy and these are old ''. Since they had not refunded my {$500.00}, I felt like I should comply. I was contacted for XXXX information and some other things from people from the office a couple times but none of them could tell me who my loan processor was or answer my questions about the homeowners insurance or the cancelled appraisal. They just referred me to the mysterious loan processor that no one could put me in touch with. On XX/XX/XXXX, I received an email stating " We have received all documents requested for the conditions needed to proceed with your loan. No documents are needed at the time. Due to high volume, we are experiencing delays. I am here to answer any questions you may have. We are all working collectively to get your loan set for closing as soon possible. '' That sounded promising. On XX/XX/XXXX I got a email stating " I am working with processing to gather everything needed to close. Your processor will be in touch to let you know when and where that will be. Due to high volume, we are experiencing some delays. I am here to answer any questions you may have. We are working collectively to get your loan set for closing as soon as possible. '' Again, sounded promising but she could not respond to my question about the {$500.00}. On XX/XX/XXXX, I got a voice mail from XXXX XXXX ( XXXX ) that said he was my loan processor and to answer my question about the appraisal was that it was cancelled because I didn't schedule it. He said to call him and tell him " what I wanted to do ''. I have been asking him since XXXX what I need to do, and he implied that he just wanted me to call and tell him to drop it. New problem : I work during the day at a job that keeps me away from my phone so there is no calling him. I explained in an email that they can email me but XXXX continued to leave emails during work hours for me to call him and tell him " what I want to do ''. This is another indication that he does not want to work with me and for some reason is just looking for excuses to not work on this loan. I got an email from XXXX XXXX ( XXXX ) on XX/XX/XXXX. He is " getting this back on track '' but needs to know if I want to continue. I was somewhat short with him. They still have my {$500.00} so yes, they can continue. I added that the fact that they would not respond to me in writing is problematic for me since I am wondering what they are doing that they don't want to put into writing. XXXX XXXX attempted to call again but finally sent me an email. He wants to run a new credit report, wants me to submit all the documents a third time and expects me to pay another {$500.00} for an appraisal. Coming up on 7 months and all this company has done is take {$500.00} out of my pocket and bully me into providing the same paperwork over and over. I don't understand why my business is so second class that they want to ignore me till I give up on them and they get to pocket {$500.00}. I have always paid my mortgage and I thought that would get me some courtesy, or at least some ethical behavior from my mortgage company. Lesson learned. If they had done their jobs in XXXX, I would not be re-submitting everything so I don't see it as my burden that they can't do their jobs. I realize nothing will come of this but filing with CFPB, the XXXX and some other consumer advocates resources will hopefully save others the time and trouble of losing {$500.00} and a ton of time to this company. Thank you for your time.
Company Response:
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez Since XX/XX/2021, the NewRez has been withdrawing for an insurance premium which I have furnished and confirmed by the company as having the required insurance. I called the company XXXX, and XX/XX/2021 to resolve the issue. Each time, the representative informs that an escrow analysis is require. In the mean while, {$1500.00} drafts have withdrawn for that last 3 months. Additionally, the escrow amounts are being held in separate account. I have repeatedly reached out to the company without receiving the funds or having the payments reduced.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance 2 loans for 9 months with them. They told me in XX/XX/2020 I was approved. They have told me multiple times I was ready to close and nothing. They keep asking for more and more. I have had to pay for 4 payoffs and still no close. They want to run my credit again even though I have very good credit. One of the mortgages they already hold, I've never been late, that should be a no-brainer. They appraised them and there is 50 % equity in them. And they still won't close. I have been through many managers and they keep blowing me off.
Company Response:
State: AZ
Zip: 85015
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was refinancing my home mortgage with XXXX XXXX. They told me not to tell my current mortgage company that I was refinancing. I was approved for a refinance and was told it would take 21 days or less to close with XXXX. I decided to tell my current mortgage company, NewRez, to see if they had a better offer. Low and behold they told me they could match the rate and it would be less on closing costs by about {$1000.00}. I was told by NewRez that the loan would close within 21 to 28 days. So I stopped the loan process with XXXX and began the process with my current mortgage company, NewRez. I started the process with NewRez on XX/XX/2021. My rate was 3.99 %. The refinance rate was going to be 1.99 %. I was told the process would take 21 to 28 days. NewRez asked for all my documents such as tax returns, proof of income, homeowners insurance and three months of bank records. I submitted everything on XX/XX/XXXX. As the 28th day passed, I kept sending emails asking what was going on. I was told repeatedly that they were busy. When the 80th day approached, and it still hadn't closed, I asked if they were trying to keep me at the 3.99 % as long as possible. I said I now had lost several XXXX dollars since I was still paying on my current 30 year loan at 3.99 %. All my documentation was submitted back in XXXX, and there weren't any items needed on my part. I have a 800+ credit score, no other debt besides my house, and a 20 % income to debt ratio. There is no reason this loan should take so long, other than NewRez is still collecting 3.99 % rate from me, and therefore not motivated to refinance my loan. I really think they delayed the process so they can have the higher rate. I emailed them numerous times, and they just said they were busy. I am sure they have closed on several loans since XX/XX/XXXX. I believe this is an unfair consumer practice. I called the Federal Reserve, and was told this is typical of lenders, and they can't do anything about it. I called the State Attorney 's Office, and was told that it is unfair but common, but they can't do anything about it. This practice should not be allowed to continue! I can't even believe that lenders are able to do it and no one can stop them. Very frustrated! They finally closed about 60 days later than what I was told. Something needs to be done to prevent mortgage lenders doing this! Please help.
Company Response:
State: CA
Zip: 94086
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I paid off my mortgage with old servicer XXXX XXXX XXXX. On XX/XX/2021, servicing of my mortgage was transferred from old servicer XXXX XXXX XXXX to new servicer NewRez LLC, even though my mortgage was already paid off. On XX/XX/2021, NewRez emailed me saying I had not paid my mortgage. I called NewRez and explained to the NewRez representative that I paid off the mortgage with old servicer The XXXX XXXX before the mortgage was transferred to NewRez. The NewRez representative asked me to fax NewRez at XXXX with documents showing the mortgage was paid off with old servicer The XXXX XXXX. I sent a fax to NewRez at XXXX on XX/XX/2021, with a printout from XXXX XXXX XXXX showing mortgage payoff on XX/XX/2021, and with an escrow refund check from XXXX XXXX XXXX dated XX/XX/2021. I sent a fax to NewRez at XXXX on XX/XX/2021, with a letter from XXXX XXXX XXXX showing satisfaction and full reconveyance of the Deed of Trust. On XX/XX/2021, NewRez called me saying I had not paid my mortgage. I explained to the NewRez representative that I called on XX/XX/2021, and sent faxes on XX/XX/XXXX and XX/XX/XXXX, showing that I paid off the mortgage with old servicer XXXX XXXX XXXX before the mortgage was transferred to NewRez. The NewRez representative verified in NewRez 's system that I had called on XX/XX/2021, but told me that the previous NewRez representative had given me an incorrect fax number XXXX. The NewRez representative told me that the correct fax number is XXXX, and asked me to fax the documents showing the mortgage was paid off with old servicer XXXX XXXX XXXX. I sent 2 faxes to NewRez at XXXX on XX/XX/2021, with a printout from XXXX XXXX XXXX showing mortgage payoff on XX/XX/2021, with an escrow refund check from The Money Source dated XX/XX/2021, and with a letter from The Money Source showing satisfaction and full reconveyance of the Deed of Trust. On XX/XX/2021, NewRez emailed me thanking me for contacting NewRez, saying I had not paid my mortgage, and asking me to fax documents showing the mortgage was paid. On XX/XX/2021, NewRez mailed me a letter saying NewRez would report nonpayment of my mortgage to credit agencies starting XX/XX/2021. As servicing was transferred to NewRez on XX/XX/2021, and NewRez began negative reporting of my mortgage to credit agencies starting XX/XX/2021, NewRez is in violation of servicing transfer regulations which prohibit negative reporting to credit agencies within 60 days of the mortgage transfer.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90505
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In an email trail that I have attached that began on XXXX XXXX, XXXX, I asked XXXX for a forbearance and mortgage modification. I been affected by XXXX and had not been able to return to work because I was diagnosed with an autoimmune XXXX and XXXX in XXXX of XXXX. In my complaint filed on XX/XX/XXXX XXXX XXXX XXXX, I provided the completed mortgage assistance application and all the required documents. But, Shellpoint was refusing to acknowledge the completed application until I filed a complaint with CFPB. Shellpoint provided what appears to have been a streamlined modification, which the payment was hirer than the income on the XXXX assistance application. I contacted Shellpoint and informed them that I could pay the {$1000.00} because of the American Rescue Plan as I had started to receive unemployment. But, I expressed concern that after unemployment ended, which is ending early here in Texas, I would have difficulty paying it. I am having a difficult time obtaining a job due to my ongoing medical condition. I paid the first trial payment of {$1000.00} in XXXX of XXXX for XX/XX/XXXX. Then, on the statement due in XXXX of XXXX, Shellpoint indicated that I was in a trial modification and stated the payment was {$990.00}. On XX/XX/XXXX, I asked XXXX XXXX XXXX my Shellpoint designated representative ) if the {$990.00} was correct. I paid the {$990.00}. On XX/XX/XXXX, XXXX XXXX said he would have to ask his supervisors and never did give me a response on the correct trial payment amount. So, for the third and final trial payment in XXXX, I wrote a check # XXXX for the {$1000.00} plus and additional XXXX. XXXX to make up for the XXXX trial payment since XXXX never responded. Now, Shellpoint is trying to act as if they did not receive the final payment and I have not completed a trial modification. I have attached the statements which are incorrect. My escrow account is not negative {$3200.00}. Shellpoint overcharged me so much on my escrow account that even without me making all the payments in XXXX, the account had enough money to pay the taxes and insurance. The amount of past due payments is incorrect because Shellpoint did not apply all my payments before the modification, is holding trial payments. Plus, Shellpoint is charging unearned fees for Property inspection disbursement and late fees for partial payments and I was in a modification. Plus, Shellpoint took {$270.00} that XXXX advanced to Ditech on my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage servicing company, NewRez LLC ( aba Shellpoint Mortgage Services : XXXX ), and previously, XXXX, have neglected to pay my XXXX quarterly property taxes. Taxes are broken into two parcels : a ) apartment {$3700.00} and b ) parking XXXX. As a result, my property is currently delinquent and is accruing daily interest penalties. I have been making my monthly payments in earnest on a monthly basis. My escrow account has more than is required in order to satisfy all outstanding payments. All my attempts to contact Shellpoint and convince them to make the disbursements have been unsuccessful. I submitted to Shellpoint multiple " Notice of Error '' emails and faxes.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A