Date Received: 2021-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have requested that they remove the PMI from our mortgage several times as our loan to value is below the required 80 %, and they are refusing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77346
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: History I was adversely affected by the financial crisis in XXXX caused by fraudulent practices of the Financial Industry. I had just purchased a new home and was in the process of selling my old home. XXXX XXXX gave me a mortgage for the new home that I did not qualify for feeling the other home would sell quickly. After the crisis I lost approximately XXXX value in my old home and XXXX in the new home. I loss about XXXX in my retirement. I tried to sell both properties but neither would sell even at a great loss. I have been trying to stay current by renting out one of the houses but it has been at a loss every year. I applied for a Forbearance in XXXX of XXXX due to XXXX hardship. The tenants rent the house stopped paying rent. I could not do anything to remove them from the property due to XXXX and state regulations. The Forbearance was accepted by Shellpoint. I applied for a Modification to end the Forbearance on XX/XX/XXXX. Shellpoint ask for numerous documents and eventually stated I did not supply the necessary documents to process the application. They then started over again in XXXX of XXXX. I submitted the documents they requested and I still do not have an answer. I have since decided to sell my " Old Home '' and Move into the Home where Shellpoint is the Mortgagee. I sent the following message to my CSR Representative My Email XXXX We have decided to sell the house we are currently living in and move to the XXXX XXXX XXXX XXXX MA house that you have the mortgage. I have sent the documents you requested. Please let me know if this changes what I need to apply for to end this forbearance. Thank You XXXX XXXX Response 1 from XXXX Hello XXXX XXXX, Thank you for your email and thank you for the update. Please kindly advise if you will be doing a traditional sale or a Short Sale. Once we determine this, we will be able to advise what steps will be needed afterwards. Hope you have a great evening! Thank you, XXXX XXXX My Response XXXX It will be a traditional sale. Again I am NOT selling the house you have the Mortgage to. I am selling my other house. My LTV for that house is about 50 %. The house is worth about XXXX. Please let me know my options. Thank You XXXX XXXX Response 2 from XXXX Hello XXXX XXXX, Hope all is well. I was able to review your documents and thank you again for sending it. I have a few questions regarding your rental income. I notice on your application you receive {$800.00} a month for rental ; however, I was not able to find an {$800.00} deposit on either one of your bank statements. I do see deposits for {$170.00}, {$500.00}, and {$400.00}. Can you confirm if this is your rental income you receive? Also, were you able to send me the lease agreement as well? Please kindly advise when you have time available and I will also try to call you today as well. Thank you, XXXX XXXX Obviously, There is a disconnect. I have told here twice that there was no tenant. Additionally, I learned the following : 1. My credit Report shows the account as delinquent 2. My wife credit report shows the account as delinquent. She is not a borrower on the note. 3. I have begun getting calls from telemarketers that they can help me with the mortgage I am behind on. How do they know I am behind? I feel at this point Shellpoint is capable of servicing this loan. I also feel that I am due some forgiveness on the loan balance. This is the 4th attempt to try to get help with this situation since XXXX XXXX was closed and XXXX XXXXXXXX took over. Every time I have tried in the past the sell the loan and I have to start the process over. I have the following Companies servicing my loans ( 4 ) from XXXX XXXX XXXX XXXX XXXX Ditech Green Tree XXXX XXXX Shellpoint XXXX XXXX XXXX XXXX The following Documents were submitted. XXXX XXXX XXXX submitted onXXXX Tax Return submitted on XXXX XXXX - XXXX Bank Statement submitted on XXXX XXXX - XX/XX/XXXX Bank Statement submitted on XX/XX/XXXX XXXX XXXX Mortgage Statement submitted on XX/XX/XXXX Rent Receipts submitted on XX/XX/XXXX Rent Verification Submitted on XX/XX/XXXX Non Borrower Contribution Form submitted on XX/XX/XXXX Wife 's License XX/XX/XXXX Letter of Explanation XX/XX/XXXX Saving Account Statement XX/XX/XXXX submitted on XX/XX/XXXX Saving Account Statement XX/XX/XXXX submitted on XX/XX/XXXX Taxpayer Consent Form submitted on XX/XX/XXXX Bank statement XX/XX/XXXX submitted on XX/XX/XXXX Bank statement XXXX submitted on XX/XX/XXXX Saving statement XXXX submitted on XX/XX/XXXX Saving statement XXXX submitted on XX/XX/XXXX Hardship Application submitted on XX/XX/XXXX XXXX submitted on XX/XX/XXXX Tax Consent submitted on XX/XX/XXXX Form XXXX submitted on XX/XX/XXXX MortgageAssitanceApp submitted on XX/XX/XXXX 6 paychecks for my Wife submitted on XXXX 6 Paychecks for me submitted on XX/XX/XXXX, XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, a bank cashier 's check in the {$1700.00} was send to Shellpoint Mortgage Servicing, by XXXX Overnight Priority and was delivered on XX/XX/2021 at XXXX at the location of Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX SC XXXX. The payment for XX/XX/2021 was a XXXX XXXX Cashier 's Check dated XX/XX/2021 and check number ( XXXX ), was shipped on XXXX XXXX by XXXX and delivered on XX/XX/2021, which was signed by Mr. XXXX XXXX at the Mailroom for Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, SC XXXX. As of XX/XX/2021 the payment for XX/XX/2021 still has not been posted to Mr. XXXX account. A follow up call was done on XX/XX/2021 at XXXX by the homeowner Mr. XXXX , per a telephone conversation with a Shellpoint Mortgage Servicing Customer Service Agent named XXXX , to follow up with the whereabouts of Mr. XXXX XX/XX/2021 mortgage payment has not be received. Mr. XXXX stated to the customer service agent that the XX/XX/2021 was delivered and signed for by a Mr. XXXX at the Mailroom for Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, SC XXXX. The customer service agent informed Mr. XXXX, to send in a letter of inquiry and proof of payment. As of XX/XX/2021 Mr. XXXX fax all documents of proof of payment to Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX, SC XXXX. The purpose of this complaint is to make Shellpoint Mortgage Servicing a accountable for the misplacing customer 's mortgage 's payment, when the customer ( Mr. XXXX ) has showed the burden of proof the payment in question ( XX/XX/2021 ).
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Under Unfair, Deceptive or Abusive Acts or Practices, I the consumer suffered financial injury from Shellpoint Mortgage Servicing. The injury in reference that I the consumer suffered financially was excessive interest and other fees added to the loan. Many changes to the loan occurred and numerous fees in various amounts were submitted to the credit bureaus and law firms yet over {$200000.00} was added the modification amount. The excessive interest fees and other fees of over {$200000.00} was added to mortgage amount of {$150000.00}. Initially approximately {$160000.00} outstanding was the amount reported to the credit bureau until Shellpoint removed that amount and underwriting added over {$200000.00} in fees. Also my attorney, XXXX XXXX with XXXXXXXX XXXX XXXXXXXX XXXX XXXX worked on a modification and the amount stated owed was much less and not over {$200000.00} to add to the back of the loan. The modification was sent to Attorney XXXX XXXX from XX/XX/2020 and it took until XXXX before I received the modification after sending the paperwork to the Shellpoint on four occasions. The fees were excessive and to date I have not received request information from Shellpoint justifying or validating the debt. The response and documents sent was basic to my QWR and the following still remains outstanding XXXX Questions # 3, 5, 6, 7, 8, 9, 10, 11, 12, 13, 23 ) from the Qualified Written Request ( QWR ) to make any of verification. This is violation of Section 1463 ( c ) Shellpoint excessive fees were harmful and increases the mortgage amount and terms of the loan. Intial terms was changes from what was sent in XX/XX/2020 to Attorney XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a homeowner with a mortgage with Shellpoint mortgage. I have been in forebearance and trying to get out. For the past month I have been submitting paperwork after paperwork and they say they didnt get it and resend etc. I was just served foreclosure papers and have a XX/XX/XXXX court date. I was never told or sent information that we were at this level of foreclosure.I felt I was dragged along in the process and slow played as I have equity in the home. I attached a letter to this file
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in the process of applying for a modification or repayment plan with the servicer at the time, XXXX XXXX I was approved but my trial payment was set to begin on XX/XX/XXXX. I could not accept the offer bc I was under a stay at home order and unable to go pick up my mail & find a notary, at that time the State of emergency was at its height. I also could not accept bc I lost my job in XXXX due to COVID 19. I appealed the decision and also applied for COVID forbearance. Making that my second request and notification to the lender that I was affected by COVID. While in the middle of that process, I was given until XX/XX/XXXX to sending additional documents, my loan was transferred to XXXX XXXX. I received a notice from XXXX, A Notice of Default & Intent to Accelerate. I immediately contacted XXXX XXXX. A XXXX representative & advised him that I was unable to pay as a result of COVID. I was told not to worry that I was in a COVID forbearance & there was a halt on foreclosures. Then I started to receive letters from an attorney representing the servicer, threatening me w foreclosure. I kept getting letters & when I would call I was told not to worry. In XX/XX/XXXX I was offered a trial modification by XXXX, but I advised them that my place of employment was still closed, I was having difficulty with my unemployment benefits, as our State EDD office was overwhelmed and that based on my current financial situation I needed to stay on a forbearance. I contacted XXXX XXXX in XX/XX/XXXX and was told that I needed to call back AFTER my forbearance ended to discuss a workout option. I was receiving letters still & I started panicking. I sent in a WRITTEN request for the status of my forbearance, and to explain a letter I received in XXXX saying that XXXX no longer serviced my mortgage and had only serviced until XX/XX/XXXX. I was told someone would contact and they did not. I called again on XX/XX/XXXX and was told that I was in foreclosure, there was no record pf COVID request for help and that it was likely bc the previous servicer did not complete the process. All this is so confusing and inconsistent with what I had been told before. I was told that my loan was transferring AGAIN in the middle of my assistance request and I was no longer eligible for any COVID relief because it was too late. Most upsetting is that the servicer, XXXX, XXXX New Rez and Shellpoint are all subsidiaries or have joint ownership at some point or in some way and that my COVID requests were ignored and blamed on the previous servicer. I am attaching a serious of letters that I believe highlight how negligently my loan has been handled & this has made it impossible to obtain assistance. Constant run around. XXXX sent me letter XX/XX/XXXX that my loan was transferred to XXXX on XX/XX/XXXX. XXXX also sent me a letter XX/XX/XXXX that my loan was transferred to NEW REZ on XXXXThen a letter from an attorney on XXXX naming XXXX as the servicer. No wonder no one has my COVID request & my requests have been lost in service transfers & errors by the servicers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would like to make a complaint against Shellpoint New Rez. They were the holders of my home mortgage ( resold to them since the mortg was initiated with XXXX back in XXXX ). I started a refi process to get a lower rate and move the mortgage from Shellpoint to XXXX XXXX. Since the apartment was a Co-op, it requires a Stock and Lease to close the refi. Shellpoint, as the lender, must possess that Stock and Lease and provide it to the new lender to complete the refi. XXXX XXXX XXXX the new lender ) requested the S & L from Shellpoint in XX/XX/XXXX. XXXXellpoint took 2-3 months to get back to us ( despite numerous emails and calls ), only to tell us they could not locate the S & L. A new copy of the S & L therefore needed to be obtained from the Co-op attorney ( after Shellpoint produced an affidavit stating that they had lost it, which itself took months to obtain from them ). The Co-op lawyer charged {$250.00} to produce the Stock and Lease. Shellpoint refused to pay that fee ( which blocked the refi from closing ) despite the fact that the Stock and Lease was supposed to be in their possession, that they had lost it, and that their losing it required it to be reissued! Shellpoint stated that they would not pay the fee, but would reimburse me at closing for that fee. So, to unblock the refi, I ( the owner ) paid the Co-op attorney the {$250.00}. The refi is now closed XXXX XX/XX/XXXX XXXX, BUT the fee was never repaid to me by Shellpoint New Rez. Shellpoint has again not done what they said they would do. They still owe me the {$250.00} for the production of the Stock and Lease ( I won't even get into the hundreds of dollars their delays cost me in a refi that took 7+ months to complete due to their obstructionist behavior ). I have also filed a complaint during the refi process with the NY XXXX XXXX ( case number : XXXX ) but the XXXX has been unable to get Shellpoint to repay the fee for the Stock and Lease ( the complaint with the XXXX and repeated escalations was the ONLY thing allowed the refi to proceed ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint on cfpb and shellpoint mtg fixed the problems correctly as I asked. 6 or 7 months later they reversed the fixes. XXXX is the original complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, property taxes were due. My mortgage servicer failed to pay my property taxes and I received a delinquent property tax bill at the end of XXXX. More penalties, charges and interest will be put on my home if the property tax and the penalty is not paid by the end of the month ( XX/XX/2021 ). We have never missed a payment for our mortgage, and escrow has enough funds to cover property tax. I called NewRez / Shellpoint Mortgage on XX/XX/XXXX to make them aware of this situation and to make sure the property tax, in addition to the penalties, is being paid out. I followed up on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and my property tax still hasn't been paid. All the customer service representatives told me that there is still no response to this.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91711
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, my father XXXX XXXX passed away. At the time of his passing, I was already authorized for 2 years to handle any business on their mortgage. The name of the company on this complaint is NewRez and Shellpoint Mortgage. His death was reported, a new account payment account was provided to authorize any payments, escrow overages for the new account as well as a death certificate. Because my mother has XXXX XXXX I took care of everything. In XXXX of XXXX, an overage was issued of {$1000.00}. I notified the above companies in XXXX of XXXX to send any escrow payment/overages to the new account which pays the mortgage electronically. I called the company twice in XXXX, twice in XXXX, twice in XXXX and now we're in XXXX of XXXX to please deposit an escrow overage of {$1000.00}. to the correct account and was told on every call, that it would be deposited. Today 's date is XX/XX/XXXX. I am now on the phone with yet another employee, XXXX XXXX, who is again stating the escrow overage will be sent via electronic deposit on XX/XX/XXXX. The phone number is XXXX XXXX. The address of the company is P.O.Box XXXX XXXX, Texas XXXX XXXX account number is XXXX. The company verified the correct bank account many times and still stated they sent the escrow overage to the correct bank. Again, today 's date is XX/XX/XXXX and there has been no correction deposit sent to the current bank of record. Please advise on mortgage regulation companies and corrective measures. I also have had a DPOA for years prior to his passing to handle everything. They have my name on the account as authorized representative. There is no excuse for this to be occurring 5 months. Please advise on a suitable solution to have this corrected. Thanks
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A