Date Received: 2021-06-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current mortgage lender XXXX XXXX XXXX ; I applied for a refinance with them on two different occasions over the past six months and they have denied both of my attempts. I am currently in a ARM with them and they have refused to grant me a refinance even though I have the same employer for the last 20 years, have a steady income of approximately XXXX $ a year and am current on my mortgage payments. I've provided all documents they asked for and my credit score is average @ XXXX. I believe that they are working against me to have me go into foreclosure and take my home which is worth XXXX $ according to XXXX XXXX I currently owe New XXXX XXXX XXXX $ They stand to make a profit on my home if I go into foreclosure being in an ARM. The current market value on homes in Connecticut is soring! I am definitely going to lose my home if they don't grant me a refinance soon. Please help me to investigate this matter. Thank you for your help. XXXX XXXX current owner.
Company Response:
State: CT
Zip: 06770
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage has been refusing to pay my home insurance through my escrow account. On XX/XX/XXXX my husband died and in XXXX of XXXX I gave my mortgage company the death certificate, marriage license my identification and forms so that I could assume the mortgage that was in his name. The mortgage company approved the change around XX/XX/XXXX and my name was put on the mortgage. Abput 6 months later they started sending me billiing statements in my name and my deceased husbands name, two statements a month. A few months later the statements stopped coming in my name and all come in my deceased husbands name only. Now they tell me I can not assume the mortgage and when I call to make payments they give me a hard time and say I am not authorized to talk to them about the mortgage. In XX/XX/XXXX they refused to pay my home owners insurance because it is in my name and not my deceased husbands name. They said it doesnt matter if he is dead he still owns the house. If I pay the insurance I am worried they will just send me a refund check in my husbands name and the bank wont cash it because he is DEAD. On XX/XX/XXXX I spoke to a representative at Shellpoint with the last name of XXXX. She told me I was all set and they would pay the insurance within 3 days. They did not pay it. I called them on XX/XX/XXXX again and was on the phone for over XXXX hours. I sent an email with information attached to get the mortgage in my name which included ( 1 ) the deed in my name ( 2 ) the title in my name ( 3 ) my husbands death certificate ( 4 ) my marriage license ( 5 ) my state drivers license. The lady I sent it to said she would check to see if this was enough to get the payment made and said she has until XX/XX/XXXX to make the insurance payment. The payment was due XX/XX/XXXX. My insurance agent through XXXX XXXX XXXX in XXXX XXXX Michigan has also tried to contact Shellpoint. Today I called Shellpoint Mortgage to make a payment and the representative told me I can never assume this mortgage. She said I can also never make payments online because its not my home. I want to pay off my mortgage but if I do who owns my house?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2021-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I purchased my loan with a home buyer program called XXXX XXXX. I was advised how this second lien works and what this meant by the title company and the notary. I signed all my closing documents that included the note and the forgiveness disclosure. I was told I will have a 2nd mortgage for 36months and after that it would be forgiven. All documents have the same loan number and Barcode at the bottom for recording/scanning. The document states that the second will be forgiven after 36months of on time payments. I have complied with making all payments on my first and second on time. I Initiated to start the process to have the second mortgaged released on XX/XX/XXXX. After 7 months of providing documents and having my emails avoided and generic replies the lender replies to a XXXX complain that says " The Forgiveness clause would have needed to have been written into the loan agreement rather than as a separate unrecorded document that was signed only by you ''. This loan was transferred from XXXX XXXX XXXX DBA XXXX XXXX. To XXXX XXXX XXXX XXXX. The lender who purchased the loan ( XXXX XXXX XXXX XXXX ) should be required to honor the contract according to the signed contract and the program being used for the second lien. All my documents were signed at the same time and sent to title for recording. What documents transfer or how they transfer to the new lender would be between the lenders and not the consumers job to make sure the new lender gets the recorded copy of the forgiveness document. As the consumer I am complying with my responsibilities. I have made all 36months payments on time. I have kept all records of this transaction. I have shared my on time payment history with both copies from the lenders and a copy of my credit report. I have the {$50.00} max funds needed for recording once this is prepared. If the lender needs a recorded copy they should reach out to the title company to confirm the closing package or the previous lender they bought the 2nd lien from to verify this was part of the recorded package. This company is avoiding the responsibility of releasing my lien according to the signed agreement because they do not like the format the previous lender used or how the program required this to be documented. This is not a valid reason to avoid honoring a signed contract. This is a formal complain against Shellpoing/Newrez and XXXX XXXX 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: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Dear Consumer Finance, I have a scheduled trustee/foreclosure sale on XX/XX/XXXX from a third-party debt collector by the name of : Shellpoint Mortgage XXXX XXXX XXXX, XXXX SC XXXX Attorney for Debt Collector XXXX XXXX, XXXX XXXX Attorney XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX XXXX, UT XXXX, loan number # XXXX My Information : XXXX XXXX XXXX Mailing, address : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX ID XXXX No mail property address is XXXX XXXX XXXX XXXX XXXX ID XXXX, I am a pro se litigant, I have spent all my money on attorney fees for years, now I have to fight on my own and I am requesting any assistance you may provide me so I can stay in my home, especially since COVID-19 has devastated many people including myself and we are all going to lose our homes if nothing is done. I am desperate to find any help I can to fight off these predators, can you please send this to an upline or to the bureau department head for immediate attention and help? Time is of the essence since the sale date is less than a month away. Please follow up with me I have provided all my contact information. My loan was originally a XXXX XXXX Loan, they are now telling me it no longer is. Would you also provide information on this as well? Shellpoint is supposed to follow the Federal Government guidelines, but so far they deny that they don't have to follow any guidelines, rules, or procedures, including the foreclosure moratorium. Shellpoint tells me to send them my financials to see if I would even be considered for a loan modification instead of going through the proper channels, In the meantime, they are NOT going to stop or postpone the foreclosure XX/XX/XXXX sale, so what good is that? I do not have enough time to gather all of the documentation and paperwork they want me to submit. I am working extremely hard to gather my financials, but I dont trust them, and I want to go through the proper procedures and work with lost mitigation. I doubt very seriously that Shellpoint is seriously considering giving me a fair shake at a loan modification, they see the equity in my home and have shown no indication of providing me with a loan modification, I have equity more than {$400000.00}. Shellpoint wants my home and the equity ; they are definitely preyi ng on people that are down and out. I pray and plead with you to please assist and help me in any way you possibly can to prevent this tragedy and the loss of my home of over 21 years. For one time I would like to be able to count on my government to help me. Sincerely, Desperate in XXXX XXXX Idaho XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, ID XXXX Thank you very much, hope to hear from you very soon. P.S. When you receive this email will you please respond so I know you received it.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: ID
Zip: 83854
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Today XX/XX/2021 ShellPoint Mortgage representative stated they were unable to speak to me due to litigation - I have not received and information as to litigation or if regarding on going litigation with another party. I asked for contact person and representative stated ShellPoint was unable to provide ShellPoint did update prior request regarding address - which is appreciated
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Green tree was initially my mortgage company ok? Then they sold my account to ditech. And then Ditech filed for bankruptcy protection. And so now I have Shellpointe Mortaging Service. So when I was switched in XXXX of 2020 my account was current and up to date .And so now shellpointe has an old attached balance of XXXX plus our regular payment of XXXX which we are current on and pay every month. We have reached out to XXXXhellpointe many times to no avail. We have even gone as far as sending several documents twice to them. No help Shellpointe tells us they can not dismiss this. Ditech told them we missed insurance and escrow. I did not even ask for escrow. And the insurance was current as of XX/XX/2020. So Our statement shows us continually behind and we certainly are not. And even in XX/XX/2020 we paid Ditech XXXX to catch up what they said we behind on .sent ALL the receipts to Shellpointe, no one has been able to help Us! Please help us if you can!
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 273XX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: 3 or more calls a day claiming that my payment is past due. Shellpoint acquired my mortgage and the contract I signed with my original mortgage company states that my payment is not late until the 15th of the month and the calls started on the 8th. I repeatedly told them to stop calling me, I repeatedly told them that I do not give them permission to record me, all ignored and the recorded calls just keep flooding in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85226
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I apply for loan modification from Shellpoint mortgage from there loss mitigation department due to decreased income but it has been a nightmare as they keep asking me a dozen times to submit the documents I already submit I believe I am a victim of preferential treatment one representative tell me one thning and when I call back I hear different story they just want to make me too lose my house for foreclosure by using systematic discrimination I uploaded all the required documents and even I am qualified for the home modification based on my current income to debt ration analysis but they just keep asking documents I already submitted with no solution so far,
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez LLC mortgage servicing took over from my previous company, XXXX XXXX last fall. The insurance payment from escrow was due XX/XX/21 and has yet to be paid. My XXXX XXXX representative, XXXX XXXX of XXXX XXXX, AZ has faxed them a bill and also called, to no avail. They gave me over a month 's grace period and yesterday I paid the insurance to keep it current. It is now over 5 weeks since this process started and still New Rez hasn't responded. I have my mortgage payment on automatic payment and have not missed a payment. They are regularly collecting the escrow but are not dispersing it. I don ; 't know yet of they have paid any taxes or that will also fall to me. This can not be legal or ethical, to collect escrow and not disperse it. New Rez : XXXX XXXX XXXX, XXXX, MI XXXX XXXX XXXX XXXX XXXX XXXX : XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 811XX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We began working with XXXX XXXXXXXX XXXX XXXX getting our FHA loan started in XX/XX/2021. On XX/XX/2021 the underwriting process began and we submitted all of our documents that New Rez, LLC and XXXX XXXX XXXX XXXX requested. On XX/XX/2021 we communicated via email to XXXX inquiring when the appraisal would take place because our banking information had already been taken. On XX/XX/XXXX we were told the appraisal had been ordered through XXXX XXXX by XXXX. On XX/XX/2021 the XXXX XXXX transaction was processed from our account. We were scheduled to close on XX/XX/2021 per the sellers request. Since all necessary requests from New Rez, LLC had been submitted there was no doubt in our mind that we would be off schedule. On XX/XX/2021 we received email correspondence from XXXX XXXX that the appraisal had been scheduled and provided the appraisers information. Since this time we found out that the original request on XX/XX/XXXX had actually been CANCELED after I personally called to see why there was a delay. The appraiser told us the earliest he could schedule it was XX/XX/2021. 4 days AFTER we were scheduled to close. Since we were in a rental home and we had fully prepared to move on the XXXX now we were officially to vacate the home by the XXXX. Our entire household belongings have currently been sitting in a XXXX Truck since XX/XX/XXXX that we are STILL paying for because as of right now, XX/XX/2021, we still have not closed on this home. We have had so many delays with New Rez LLC, XXXX XXXXXXXX XXXX XXXX and XXXX XXXX attention details. Each minute is costing us money in interest, XXXX fees, and emotional distress from not having our home. We have been fortunate to have family close by let us stay because paying for a hotel would not be possible. We will NEVER use these companies again for anything.
Company Response:
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A