Date Received: 2021-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They keep resetting the payoff and will not provide a payoff so that I can close. When I called to get a status on the payoff, they reset the clock and kicked it down the road 5 days. I have a buyer but I can not close without the payoff.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To who can help : I have been filing this complaint for this company for months and keep getting a response that is is not looking at my issues with Shellpoint. They are not a company that fact are part of the picture. I have shown that the payments have been made and in the 30 day time frame but late charges are always applied. Even when I send as certified mail ( see enclosed receipt ) to be able to track and show it is on time the fees are still charged. They have collected additional fee for services that have not be authorized. They have charged and collected fees that the original lend stated would be placed at the end of the loan. This company is not one that I would do business with but has made it impossible to eliminate, for they are miss reporting to the credit bureau. I need this information removed and corrected to all three agencies. Please help me with this issues in writing only XXXX XXXX XXXX XXXX. XXXX XXXX, Ok XXXX. I do not take unknown calls. I want this fixed and back on some track of resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Started the refinance process in XX/XX/XXXX and have provided every single document they have asked for along the way. It is now over 8 months later and we are still having difficulty getting the loan done. The company even sent us documents and told us the loan would fund on XX/XX/XXXX and advised us not to make the normal payment that month because it was already contemplated within the new loan ... they failed to fund the loan and then charged us a late fee penalty on the original mortgage. We have called 3 times and were told each time it would be reversed ... they have not reversed it yet. The last time we called about it, we specifically asked if there was an agency that we could talk to for help because we believed that what they were doing was unfair and unethical ... they would not give us the name of anyone to help. None of this process has been normal and no one should be treated this way. If they didn't want to do the re-fi, they should've said so from the beginning instead of wasting months and costing us more money in late fees that go directly to them!
Company Response:
State: CA
Zip: 93711
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX Loan number XXXX TO XXXX PAYMENT COMPLAINT MANAGEMNT DEPARTMENT. I am not happy this company you have always find a way to steal my payment. Please kindly apply my payment to the designated payment allocation. In the month of XXXX 3payments where made but only 2 was applied to my account are you waiting for me to forget, then the money will disappear like others has happened. I will appreciate it if you can work like a business not a scammer, I am tired of chasing this office to do the right thing each time I make a payment. The balance on my loan will be {$140.00}, XXXX if somebody will do their job not to find a way to steal from me. You have an unapplied found that is sitting in my acct in the amount of {$750.00} as unapplied we had gone through this over and over. Apply my payment if you do, we will not be having this conversation. This some of the reason why I have been vocal about your service with me next time this will happen I will have a lawyer talk to you because I have been looking for a way to have a share in a company and this might be an opportunity to get rich. You have done this before and came up with a wrong calculation and now you are doing it again STOP playing with my payment. Second my payments are not been reported correctly to my credit department that id another way to deprive me from refinancing my mortgage to the mortgage companying of my choice. I am writing for you to make all the correction you are getting paid for your interest that is not enough now you are looking for another way to embezzle my payments. The only payments that should be reflecting in my account will be {$750.00} for principal on a monthly and the rest will to the interest and other when you dont do it. Then you are trying to steal from me. I am a hard worker making sure that my bills are paid but you are making doing everything in your power to keep me in dept. if I was XXXX I dont have to go through this to make sure my payments are applied correctly or reported to the credit company. I have tried warning you about this, I thinks is time for me to file official mortgage fraud complaint against NewRez LLC / Shellpoint for discrimination, fraud and suffering. Due to false payment reporting. Which is causing sleepless night for me. I like this corruption and payment huddling and stealing to be corrected and stop playing with my money. I know what to do with {$750.00} if it was in my account then when I pay foy my principal to go down you huddle the payment instead of applying it to the designated payment location. Dont think that I dont have a cash of {$140000.00} to pay you off. For your information my other mortgage company is not giving all this scamming behavior is your this so called NewRez. I need someone in the complaint department to look into my complaint and make sure this behavior will stop I have been promised before, but it kept happening. NewRez is worse than a XXXX scammers I cant wait to XXXX you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I filed a complaint with Consumer Protection in XXXX under case number XXXX, regarding Shellpoint Mortgage Servicing. In that complaint, I complained that Shellpoint was alleging that I was 90 days past due in payments and therefore they placed my loan in default. None of this is true. I reached out to Shellpoint by phone and they indicated that there was nothing they could do unless I was impacted by COVID-19. I explained to them that there were mistakes made on their end and I asked them why they were returning my monthly mortgage payments that I submitted to them via check and certified mail and they indicated that was because my loan was in default. I asked them if they could accept my payments until they could figure out what the problem was and they said no. I then submitted a complaint with Consumer Protection. I was unclear about Consumer Protections process, therefore I did not know that the Respondent was going to submit their response to my complaint through Consumer Protection. In XXXX I filed a complaint against the Respondent to the XXXX XXXX XXXX of South Carolina. XXXX XXXX is the name of the person who received my complaint. In this complaint, I submitted the cancelled bank statements to Shellpoint from XX/XX/XXXX through XX/XX/XXXX. Shellpoint took over my loan from Ditech in XX/XX/XXXX. Shellpoint started sending me notices by mail in XX/XX/XXXX indicating that I was late on my loan payment. I wrote to Shellpoint at that time and told them that I was not late, and I also sent them a copy of the cancelled check. Shellpoint indicated in their response that Ditech misapplied my loan payment, and the payment was applied to the escrow account and not to the loan. They indicated that they could not make any changes to the loan. They indicated that I would be responsible for the late fees which is over {$700.00}. Shellpoint then indicated that I wrote the wrong loan number on the check of my XX/XX/XXXX payment, therefore the payment was applied to another loan. They indicated eventually the payment was applied to the correct loan, but they could not tell me when their mistake was made and when they fixed it. Either way, they indicate that this is the reason why they placed my loan in default and stopped taking my payments from XX/XX/XXXX through XX/XX/XXXX. They increased my monthly loan payment without my knowledge. My loan payments were XXXX. They are now indicating my loan payments are XXXX a month, and the are claiming they sent me a notice of increased payments, which they did not. Long story short, for whatever reason, Shellpoint accepted and applied my monthly payment via check for XXXX. I sent a check for XXXX XXXX as I had since XXXX or XX/XX/XXXX. I went online to their portal today and saw that only XXXX was applied to my loan. Where did the rest of my money go? I am disputing the amount Shellpoint is indicating I owe in late fees because of their mistakes. In my last correspondence I sent to them through XXXX, I requested that they send me documents demonstrating that the late fees are a result of me not making my payments on time. I also asked them a lot of questions about the status of my loan, the name and job title of the persons who were responding to the complaint through XXXX, and I requested that they send a letter to the credit bureaus indicating that my loan is not in default and they refused. Shellpoint was supposed to respond to my last message to them through the XXXX on XXXX XXXX, and they did not. Shellpoint messed up my loan and my credit, and because of their mistake and inability to take ownership, this I believe that Shellpoints practices is causing a disparate impact on me. I am a XXXX woman, who had a pretty good credit score prior to Shellpoints practices. My credit had been ruined because of their negligence. There is no transparency in who responded to my complaint. I do not have a clear picture of how my money was and is being applied to my loan. I received a letter from Shellpoint on XX/XX/XXXX, indicating my loan is in default and I should call them to make payment arrangements. I explained to Shellpoint in my correspondence with them through the XXXX that any correspondence should be done through the XXXX, because they have not been transparent with me. I will continue to send my monthly payments to Shellpoint via certified mail. In fact I will send XXXX payment ( XXXX ) via certified mail on XX/XX/XXXX. I will include a separate check in the amount of {$4400.00}, on the same day. This is the amount Shellpoints web portal indicates I owe. What is concerning is that in the letter I received from Shellpoint, they indicate I owe over {$6000.00} in payments and late fees. I did not sign any documents related to the increase in payments or property maintenance. I am asking that an investigation be done regarding my complaint. I can submit all of the correspondence between myself and the anonymous employee at Shellpoint. I threatened to take legal action against Shellpoint, and that could be the reason why they failed to respond to my last request via the XXXX. Or it could be that their practices are fraudulent and they are unable to produce the documents I asked for. Either way this is concerning. I can attach all of the correspondence between Shellpoint and myself upon request. I will attach the last two exchanges between the anonymous employee at Shellpoint and myself if this portal will let me. Thank you, XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My chapter XXXX bankruptcy has been discharged without any areas in XXXX XXXX, XXXX. Since then, I have made all my monthly mortgage payment on time. But my loan servicing company started to refuse my XX/XX/XXXX mortgage payment. The reason is they asked me to pay additional 3 months mortgage payment behinds, which were not existing. I sent them all my payments history and evidence to them but they couldnt give any response and answer. Today I just received my XX/XX/XXXX mortgage payment check back for the same reason. What can I do at this point?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94566
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2021, we refinanced our loan with XXXX. Who they sold our loan to NewRez LLC in XX/XX/2021. In XXXX, our Property taxes were due and not paid on time or at all. I paid {$5200.00} plus {$530.00} for a total of {$5800.00}. Additionally, I paid {$130.00} service fee for using a credit card. XXXX has been working with XXXX XXXX in escalations at NewRez. However, I just received notice today that I am only getting refunded {$530.00}. There is no way for me to contact XXXX, her number is restricted and she will not reply to my only email that I sent yesterday XX/XX/2021, asking for an update. We don't get to choose who buys our loan, so how does publishing this description help anyone. When I refinance again, because I don't want to give these people any more money, how do I make sure they don't end up buying my loan again? And I filed a complaint with NewRez to remove my escrow account and I don't meet the qualifications because I am a new account.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have held a mortgage with NewRez LLC for 5 years and have never been late on a single payment. NewRez purchased the loan from the bank that originated the mortgage. I initiated a mortgage refinance with NewRez LLC on XX/XX/21. I completed the application process and uploaded all the required documents to the loan originator by XX/XX/21. The refinance has not progressed as one would expect. After 3 months without responses the loan processor has resubmitted the refinance to underwriting. The underwriters seem to be stalling the refinance by asking for irrelevant documents, as well as documents previously confirmed as received. I am unable to get responses from the loan processor or originator to my inquiries. The biggest issue here is that NewRez LLC already holds the current mortgage for the property I am attempting to refinance. I am not borrowing any additional principal ; I am simply refinancing to take advantage of the lower mortgage rates. The difference in interest rates between the current and new mortgage is costing me {$300.00} per month which NewRez LLC is stalling to continue to collect from me. It has become clear that Newrez is simply utilizing irrelevant and redundant document requests to delay and discourage me from refinancing this loan. I have a high credit score, have not had any lapse, or change in employment or income in the last 5 years, and I am only refinancing half of the market value of the property
Company Response:
State: CT
Zip: 06614
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home on XX/XX/XXXX. NewRez/Shellpoint started the mortgage after re-finance on XX/XX/XXXX. I have been paying mortgage insurance ( PMI ) of {$140.00} per month. I requested the bank for PMI removal and the bank asked me to sign a letter authorizing an appraisal, which we sent them on XX/XX/XXXX. The appraisal amount came out to be {$860000.00} on XX/XX/XXXX. Since the loan balance was XXXX, the LTV is <75 %. But the bank denied our PMI request stating a set of generic reasons. We have been following up with the bank for 1.5 months to find out the reason for denial and remove the PMI. After 10 follow-up phone calls and 2 dispute requests, I got the reason from the bank that the PMI removal request was denied because " no substantial improvements were made to the home ''. They also state that the PMI would not be removed until XX/XX/XXXX unless substantial improvements are made to the home. I don't find this clause anywhere in any agreement documents, nor did I find anything from online resources. Also, substantial improvements sound very subjective and not well-defined. Also, I found from the documents that the bank should automatically remove the PMI when the LTV reaches below 78 %. Attaching " denial letter '' and " dispute response letter '' as provided by the bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for and was granted a loan modification from Shellpoint Mortgage Servicing. Prior to the modification my loan payments were {$5000.00} ( PITI ). The trial modification lowered the payments to {$4600.00} ( also PITI ). After making all the payments during the trial period my monthly payment was then raised up to {$5300.00} ( PITI ) ... more than {$700.00} over the trial payments and even more than the original payments I was making before applying for the modification. I could not afford the original monthly payment of just over {$5000.00} so was very happy with the {$4600.00} payment. I have tried over and over to get the post trial period payments lowered but have been unsuccessful. I do not understand and certainly can not pay this post trial payment of almost {$5400.00}. I recently received a notice that I am in risk of default. I am completely frustrated by Shellpoint 's indifference to the situation they have put me in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A