Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Bank refuses to close escrow account and refund escrow balance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have a mortgage with Shellpoint Mortgage Service. Due to Covid and a XXXX, I was offered a forbearance program during a financially hard time. I accepted the offer and was not told there would be any fees. In XXXX, I spoke with XXXX XXXX about initiated payments again so I could get back on track. XXXX stated that we could not start paying and we needed to wait till XX/XX/2021 and they would tell me how to proceed. I am selling the home to move into a more suitable place for my age and health and just received word that, though the loan balance is {$100000.00}, that they are charging me {$120000.00} payoff. This is more than 20 % over the loan balance and has created even more financial hardship as I attempt to rebuild my life. I have requested a breakdown of the fees and the date they are for. In searching online for customer complaints about this company, I am finding that this is a common practice with them. I am requesting help in dealing with this situation please, as well as a review in this companies dealing with other customers such as myself.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently in a Chapter XXXX Bankruptcy and filed back in XX/XX/XXXX with my mortgage company at the time ( Ditech ). Since I have filed bankruptcy DiTech itself has gone into its own Bankruptcy. Due to this my mortgage was transferred to NewRez LLC, F/K/A New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing. I was never notified of this transfer. As part of my bankruptcy payment plan I make monthly payments to the court for my Pre-Petition arrears, and Post-Petition arrears. I check my information monthly via the court NDC case status website using my account, once my payments are posted, to ensure that payments are sent to my mortgage company from the courts. I noticed in XX/XX/XXXX that my mortgage company name had changed to NewRez LLC. I then used my XXXX account find this new companys information to call them and find out what was going on and why I was not notified of this change directly, as by law I am required to be notified in writing within 30 days of a change like this. Shellpoint stated they notified me and purposely sent it to the wrong address because I was in bankruptcy, and because I am in bankruptcy they are not allowed to contact me so they claimed ( even though I filed my bankruptcy ProSe ). They sent it to the bankruptcy court address, even though my previous mortgage money sent all communication to my home address, as well as all monthly statements. I never changed my address, nor did I give permission to send anything related to me to any address other than my home. If DiTech was able to send me things in writing Shellpoint can do the same, and I should NOT have to explain this to them, nor the fact that sending things in my name to a court address or any address that is NOT mine I will NOT receive it. They finally started sending me statements in XX/XX/XXXX. I called them and informed they had my balances incorrect and that it needed to be fixed, I also sent them all my documents and payments made to previous mortgage company directly along with payments made thru bankruptcy plan directly to the court. At this time, they were showing a balance owed of {$50000.00}. Months later I received a letter saying they corrected my balance owed and I would no longer see that high amount. XX/XX/XXXX my statement showed a balance of {$35000.00}. Shellpoint then filed a motion in court saying I was in default in the amount of {$38000.00} ( even though I was supposed to be a COVID forbearance plan ). I do not know the details of this plan due to Shellpoint refusing to send me the documents in writing with a beginning and an end date. XX/XX/XXXX my statement balance owed somehow increased to {$58000.00}. In XX/XX/XXXX I made 3 payments directly to Shellpoint, totaling to the amount of {$6900.00} ( this does not reflect my monthly payment to the court, that is then sent from the court to Shellpoint ). In turn my Shellpoint monthly statement balance was then updated to {$52000.00} ( where the rest of the money I paid go to as balance only decreased {$5500.00} ). There was another payment of {$2000.00} made in XX/XX/XXXX, which somehow increased my Shellpoint balance owed to {$55000.00}, as reflected on my XXXX statement. Low and behold my XXXX payment of {$2000.00} once again only brought my balance to {$55000.00}. XX/XX/XXXX Shellpoint and I had a court hearing for the motion of default where Shellpoint attempted to remove the Automatic Stay on my home and default judgement for {$38000.00}. The judge stated that Shellpoint received inaccurate records of the amount owed from the previous loan servicer ( DiTech ), and they were to start fresh. Shellpoints Motion of default and terminate of automatic stay was then Denied with Prejudice. Since then, I have requested that Shellpoint update their records to accurately reflect my balance in writing ( twice ). I have called and spoken to numerous customer service representatives in the service department, the bankruptcy department, and have scheduled phone call appointments with my Single Point of Contact ( Shellpoint appointed to my account ) representative, as well as their legal department. None of my appointments were upheld on Shellpoints end, as they never called or contacted me, even though the appointments were made via Shellpoint customer service agents. Since XX/XX/XXXX I have been requesting and attempting to put in a modification plan with Shellpoint to work this out. They made me fill out new applications for the modification plan on 4 different occasions. Every time I do a modification, I return all the documents requested at the same time ( upload via the website, send email to the loss mitigation email given to me and I fax all the information to them. 3 out of the 4 times they received my information, months go by without a word from them. They wait until I contact them to say oh it was denied or cancelled due to missing documents, or it was not worked on because of the COVID forbearance plan I was supposed to be one. They are never missing any documents but instead are requesting things that do not apply to me like a divorce decree ( I have never been married ), or a letter as to bank transfers made to my underage son. And yes, they are aware he is my son as their request has stated letter of transfer to son. They finally approved a modification trial plan where payments had to be made in the amount of {$2000.00} starting XX/XX/XXXX. In XX/XX/XXXX I received a letter saying the medication is terminated as I failed to make a XXXX payment. This is inaccurate as they received a payment in the amount of {$2000.00} before XX/XX/XXXX, they also received another payment of {$2000.00} before XX/XX/XXXX, as the trial payments stated. When I spoke to customer service, they said they do not know why I got the letter because they see the payments and the loss mitigation department should be able to see them as well. Again no one returns my calls or keep the scheduled appointments and they refuse to reflect my account accurately, even after the courts have ordered them to. Shellpoint filed in court for missing payments up to XX/XX/XXXX for Shellpoint and DiTech. Again, this was Denied with Prejudice. This means all past due payments they are claiming were never received and reflected prior to this date ( XX/XX/XXXX XXXX is null and void. All payments received from that point ( XX/XX/XXXX ) should be reflected accurately and credited to my account appropriately. As the judge stated I have a Pre-Petition arrears amount ( {$1200.00} a majority of this has been paid ( {$8500.00} ) ) and a Post-Petition amount ( {$15000.00} also a majority of this has been paid ( {$10000.00} ) ) that were past due listed in my bankruptcy that was agreed to and approved by the court and my previous mortgage company. I am current, up to date and continue to make these payments to the court and that is all that should be showing as behind and to Shellpoint.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Foreclosure was communicated XXXX of XXXX due to loss of income from Covid. Modification was accepted by Shellpoint Mortgage Servicing in XXXX of XXXX. Payments of {$1400.00}, {$670.00}, and {$2100.00} in XXXX and XXXX had been sent, but rejected and sent back. I was then told that payments would not be accepted due to foreclosure, but I would be accepted for forbearance. Shortly after, I received calls saying that I do not qualify for forbearance and they need the total amount reinstated. I contacted a HUD housing councilor through XXXX XXXX on XX/XX/XXXX. The Councilor called and was able to set up a payment plan that would repay the owed amount within 12 months. I was told that I would just need to wait on the paperwork. I then received a phone call saying that I was not eligible for the payment plan due to the type of loan it is. I called back with the HUD housing councilor on XX/XX/XXXX. I was told that the only option is full reinstatement even though there is a foreclosure moratorium through XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43613
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is in regards to a mortgage with NewRez Shellpoint Mortgage Servicing. I had filed for divorce in XXXX of XXXX during the court hearing payments were to be made in a timely fashion by my ex-husband. He knowingly made two late payments in XXXX XXXX and XX/XX/XXXX. He was on the deed at this time. XX/XX/XXXX divorce is final and now I am stuck with the negative reporting on my credit. This needs to be removed as I have never been late and payments are ahead two months. This should be recorded on his credit not mine due to court orders.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am refinancing my loan with Newrez, they said the loan process should take about XXXX days, but they are almost at the XXXX day mark. I have been conditionally approved for XXXX months now, I have signed paper work that said the loan would be done on XX/XX/21. I have tried to contact multiple people from the company including their team leader, which I assume is management. No one is calling or emailing me back and on my loan page they keep changing the estimated closing date, without out notifying me for a reason or that they are doing it. They have changed the estimated closing date XXXX times already.
Company Response:
State: MO
Zip: 64157
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was assigned with a point of contact by Shellpoing Mortage / NewreXXXX when I started the Forbearance plan due to the pandemic, and during that time I was given misinformation or no information at all which caused several times to lose my home on a foreclosure, or reported to my credit when I had rights to be on a forbearance like any other customers. The assigned point of contact was never able to be reached over the phone so it was always an email which is also the response time went from a week to several weeks before I can even make important decisions on my mortgage. Many times the response was immediate when I filed a complaint with the CFBP. My basic rights was denied to continue on forbearance when I was out of job struggling to make the payments like any other residents of US. Instead of 10 months timeline they only gave me a 9 months and they still havent answered why they gave me only 10 months, and during this time they sent people through the website I had my home for rental to do an assessment ( it was at the 7th months of being on forbearance, I was never able to get even a single response from the website I posted my property for sale or rent which I believe is intentional to make me lose my home on a foreclosure. During this time I was suggested to apply for a loan modification by a representative so I sent all the information and left out of country for a short visit for an emergency but they never started the loan modification and also the assigned point of contact never worked on my file to have me on loan modification or on a payment plan and repeatedly asked for my income and expenses even after I gave that information more than once. I also requested for a payment plan which added over {$500.00} to my regular monthly payments so I end up selling my property in XXXX to pay off the dues and brought to loan current so that it wont be reported to the credit bureau but until this date they haven't taken me off the payment plan and I am not sure if their intention is to report it to the credit or to delay my next payment to make me pay the late fees or any other reasons that I am not aware of. I spoke to 3 customer service representatives so far and sent 3 emails to remove me from the payment plan as I am not able to make a payment for this month. I was also given wrong information by one of the representatives that I am on a forbearance and I have to make all my payments to make my account current when I explained that I made all my payments 17 days ago.Today is my due date to make a payment without a penalty. I refused to make payment over the phone as I wanted them to make the services available to me like any other customers, and also make my loan current instead of having it as a delinquent status. I would like the Shellpoint Mortgage to explain why they still havent made my loan current even after I paid all the due amount.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 48331
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Complaint re : NewRez Loan I am writing to complain about the re-financing of an existing loan with NewRez LLC. This was a long-drawn out procedure that began in XX/XX/XXXX and was closed at the end of XX/XX/XXXX but there are still unresolved errors. Most of my complaints are about inefficient procedures by NewRez that are better suited to a business complaint site but I have 3 specific issues that are squarely within CFPB purview. These are 1. My loan closed on XX/XX/XXXX ( and took effect on XX/XX/XXXX after the 3-business day waiting period ). I paid 5 months escrow property tax because a tax payment was due XX/XX/XXXX. As of XX/XX/XXXX, NewRez has not paid the property tax that was due, instead holding my money that I had already paid them in escrow. 2. I sent a written notice of error to NewRez on XX/XX/XXXX. No acknowledgment of receipt of this notice of error has bene forthcoming as of XX/XX/XXXX ( 9 business days later ). I called on XX/XX/XXXX and alerted them to the error and sent a copy of the property tax bill to the helpfful lady who answered my call. The best she could do was to promise me to " Open a research inquiry and respond within 15 business days '', no fault of hers but a bit ridiculous since they actually had a copy of the tax bill showing that the amount was due on XXXX and they had not paid it. 3. The underwriting process is broken - they never provide a comprehensive checklist of documents that the client has to provide. Instead they ask for docs, a few weeks later ask to clarify certain things like a transfer to a bank account, then wait more weeks and ask for updated docs XXXX pay stubs and bank statements in particular ), rinse and repeat. I must have submitted paystubs and bank statements 7-8 times over 6 months. The final irony was when they wrote back to say my loan amount was inaccurate because I was getting too much cash back solely because they had dragged the process out for so long that I had paid my loan principal down so much. The most important consequences of this delay were i ) the need to re-run my credit ( a second hard inquiry that dinged my credit score ) ; ii ) the need to re-cert my appraisal ( although they did credit me for that fee ) and iii ) the fact that my new mortgage payment was {$600.00} less than the old one, so I paid {$3600.00} extra over the dragged out refinance of which I assume at least half was due to unnecessary foot-dragging.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Called New Rez on XX/XX/2021 because we are now trying to refinance with another lender because they have drug out this process with them for over a year. I called them because XXXX Bank escrow loan officer said our property taxes have not been paid ( last two installments ), and we needed to find out why. New Rez said they had put a freeze on those monies because we in refinance with them??? I told XXXX XXXX we don't want to refinance with you and have told you so in emails and voicemails, because I can never talk to a live person!!! And that they needed to release those funds and they were responsible for any and all late fees because that is included in our monthly payments to them. I called them back after checking with XXXX XXXX on XX/XX/2021, and property taxes are still not paid. XXXX XXXX from New Rez said they will be paid by XX/XX/2021. I just checked our online statement and they are not paid. The county said if not paid by XX/XX/2021 our home will go into forebearance???? This is New Rez 's legal obligation to pay our property taxes on time, as we pay them in Good Faith to entrust them to pay our property taxes on time!
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The website frequently does not operate. Going to make a payment will result with zero loans showing, unable to view past statements, and unable to make a payment. This has repeatedly happened. Several payments have posted late for the reason of the website not functioning. I have tried multiple browsers. Including, XXXX, XXXX, XXXX and XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: UT
Zip: 84075
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A