Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In early XX/XX/2021 my local tax authority refunded overpayments for annual taxes for the last three years and sent this money back to Shellpoint Mortgage to my escrow account. Initially, I had to call because all the money was not showing as it appears they were missing one tax year after confirming with the local tax authority. I then requested the money be refunded back to me as the money being held is four times what is necessary in the escrow account. I have called on a few occasions and was told this matter was being escalated. I am obligated to pay my mortgage on time and this money was clearly a refund and should have been immediately returned to me.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 30168
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX homeowner with a 30 year fixed mortgage with no escrow, set up with auto-payment by EFT to ensure that payments are never late and I will always have my home. I have maintained full hazard insurance on my property with no gaps in coverage for the life of my mortgage. 1. Placement of LPI in Error - Shellpoint assumed servicing of my loan from Ditech in XX/XX/XXXX. In the last two months of my XXXX home insurance policy, XXXX wrongly claimed that my insurance expired ( ref. letters dated XX/XX/XXXX & XX/XX/XXXX ) and that they plan to buy lender-paced insurance ( LPI ) if evidence of coverage is not provided. Though I personally submitted insurance Declarations via their web portal and my agent also confirmed full coverage, Shellpoints letter ( of XX/XX/XXXX ) claimed to have not received proof and that it has become necessary to place LPI on my property. Two weeks later ( XX/XX/XXXX ) XXXX acknowledged my insurance coverage, cancelled the LPI and stated that if there had been no lapse in coverage, I will not be billed or the amount previously paid will be returned to my account in full. This never occurred. 2. Inflated Cost Debited I became aware this LPI error had not been corrected when a Shellpoint letter ( dated XX/XX/XXXX ) claimed that my XXXX payment was past due, which can not happen with my auto-EFT. My bank confirmed timely payment so I immediately called Shellpoint ( on XX/XX/XXXX ) to contest and was informed that an escrow had been added that increased my payment from the {$1500.00} it had always been. I later found on their website a Payment History which showed they had debited my account for {$770.00}, the cost for 76 days of LPI. Though I maintain that I owe nothing for their duplicative LPI coverage, I also must dispute the amount of their escrow debit. Based upon the dates of Shellpoint letters regarding their plan to buy insurance, the LPI XXXX if it was ever purchased ), most likely could have been in effect only 17 days at a cost of {$170.00} ( for XX/XX/XXXX to XX/XX/XXXX ). 3. Retaliated When Disputed Only FOUR days after my XX/XX/XXXX call to dispute my payment being deemed late, Shellpoint sent their first threat of Foreclosure ( dated XX/XX/XXXX ), including a package requesting voluminous personal financial information. Note that as of the end of XXXX, the dollar amount of our dispute should have been less than {$200.00} and it should have been a trivial matter to correct, waive or compromise. Unaware of their foreclosure mailing, the very day I called back ( XX/XX/XXXX ) after the holidays to again contest the LPI & Escrow, Shellpoint retaliated by applying a series of accounting changes that caused each of my XXXX timely payments to be intentionally delayed as Unapplied or be misapplied, and then designated as Late. 4. Accelerated Escalation To Default This accounting scheme Shellpoint applied in XXXX enabled them to assess five Late Charges ( of {$76.00} each ) in four months, three charges for disputed LPI Escrow ( of {$64.00} each ), and delays crediting my on-time P & I payments ( forXX/XX/XXXX-XX/XX/XXXX ) as Unapplied Partial Payments they deemed as Late. After that initial foreclosure threat sent just 2 weeks after their first notice of a ( designated ) late payment, Shellpoint again threatened foreclosure on XX/XX/XXXX. While I was challenging the LPI & Escrow problems in good faith with customer service, Shellpoints misapplication of my XXXX P & I payments caused my monthly payment to balloon from its regular {$1500.00} to their claimed {$3200.00} for XXXX and {$3200.00} for XX/XX/XXXX. And after a 16 year history of on-time P & I payments to date, Shellpoint declared my loan in Default on XX/XX/XXXX and again on XX/XX/XXXX, now demanding {$1800.00} by XX/XX/XXXX to cure the default they engineered. 5. Discrimination Against The XXXX Shellpoint provides no designated representatives nor effective training for their associates to effectively assist the XXXX, as my requests for even minor accommodations were routinely denied. I spoke with 10+ front-line reps from various departments in multiple attempts to understand and remedy the escrow problem that became evident at years end. I advised each of my XXXX ( XXXX XXXX and XXXX XXXXssues ) which limit my XXXX and ability to XXXX in XXXX. I consistently requested a XXXX XXXX or someone empowered to help me to either correct / resolve or to formally dispute the aforementioned issues. I was consistently passed from department to department or outright misinformed, including twice that the LPI/escrow error was found and corrected in the computer with my account soon to be credited. One representative advised that I ask the delivery folks who bring me groceries to help me write a letter and mail it to Shellpoint to formally preserve my rights. This is NOT an acceptable level of support for Shellpoints XXXX borrowers, who deserve full and equal access to essential services such as error correction and dispute resolution. The companys associates I dealt with seemed uninformed, poorly trained or apparently would say anything to delay resolution, while behind the scenes Shellpoint concurrently executed a highly accelerated scheme to punish me financially, damage my credit, and rapidly declare default to eventually take my home. I now perceive that Shellpoints willingness to assist the XXXX or correct their errors is severely lacking. The sole result evident from my attempts to obtain assistance was the wasting of precious weeks - while concurrently they act to rapidly force me deeper into their fees trap to impose onerous fees they adopted after taking over from Ditech, by which they may assess fees of {$20000.00} if they litigate against a borrower plus {$35000.00} to compensate their attorney ( versus Ditechs fees of {$350.00} and {$30.00}, respectively XXXX. I am now scrambling to enlist allies to assist me to protect my rights & interests and to thwart their intents. My mortgage had a consistent history of on-time payments from XXXX through mid-XX/XX/XXXX when Shellpoint unilaterally re-cast this loan from performing to delinquent, even issuing foreclosure threats just TWO weeks afterward. I view this corporate behavior as blatantly predatory and inherently discriminatory to this XXXX borrower.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX was my previous complain where i cleared mentioned that my negative payment was reported to credit agency and i never talk about consumer reporting. could you please just be specific and clearly send me letter that you have reported all credit beauro to remove late payment mark .. in last response you said you did for XXXX only .. so can you please provide me response with all credit reporting agency. and also this is my 3rd complain for same thing and i dont get answer just story .. please look my previous complain and let me know if you requested to remove from all credit agencies or not?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage has refused to refund late fees ( 2 ) and a property inspection charged in error. They responded to a previous complaint # XXXX, claiming that all would be corrected. However, as of the date of this writing there has been no refund to me or the account. I have made multiple calls to the person who wrote the response with no response.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I currently have a loan with NewRez. On XX/XX/2020, I applied to refinance my mortgage with XXXX.. Over the course of the past six months, I have provided documents within 24 hours of them being requested. When I have repeatedly emailed or called asking why my refinance has not been completed, I don't get a response from NewRez. One time I got through to a person connected to my existing loan and she told me it should have taken 2-3 months. Since that time, I have provided one more paystub and the closing date has been put off several morel times while my new paystub is " pending review. '' Last weekend, I went online to look up reviews on XXXX and I saw that there are many people in my situation getting the same run around.
Company Response:
State: WA
Zip: 98902
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i did a refinance loan 15 years ago and had 9 loan servicers on this loan. i have reached out to them numerous times to straighten out my account. they just ignored me over the years. i had a baqnkruptcy in 2011 for XXXX in aarears and got kicked out the bankruptcy for missed payments. my lawyer didnt know i got paid twice a month as opposed to every two weeks. it took four plus years for it to show up. my lender tried to forclose. i had paid XXXX towards the arrears so i sent them a cashiers check for XXXX so they still said i owed the XXXX so i had to file a 2nd bankruptcy to wait for thier proof of claim. after 5 months they never sent in a proof of claim so i was stuck in another bankruptcy for three more years. when i completed the bankruptcy my wife inherited her mothers home and we tried to pay it off through my credit union and they still had the extra XXXX on the account. i provided them with all the proof and they ignored it. now last month they finally took the XXXX off. after 5 years 2 bankruptcies credit ruined wife had a XXXX and still giving me the run around. i have all the proof and a letter from shellpoint mortgage saying sorry for the incovience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called and explained to them due to Covid Im not employed at the time to put me ins program to help me the lender said they dont have a program although my house is in XX/XX/XXXX, Also my lender keeps reporting my nonpayments to the creditors which is dropping my credit score down too much reducing my score this isnt right when I explained to them my situation I have no income to pay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19050
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had four mortgages on my property that were consolidated into XXXX XXXX XXXX My mortgage was paid off in XXXX. On XX/XX/XXXX a Discharge of Mortgage was recorded, however my attorney and my title company both state that the Discharge recites and clears Mortgages 2-5, but does not properly recite Mortgage # 1. Mortgages 1-4 were consolidated into Mortgage # 5 ... So the fact that the Discharge of Mortgage recently recorded only cites Mortgages 2-4 is a problem. The title report was provided to the servicer with instructions to let us review there work before sending it for recording, but they sent it for recording anyway, thus ignoring our request to let us review the draft version beforehand. If the servicer would communicate with my title company and/or attorney, they can provide the review so that the Discharge is correct and complete now. This problem and confusion has been going on since XXXX of XXXX, and the law states that the lender is required to record the Discharge within thirty days. So in this case, it has been more than a year, and the servicer/lender is breaking the law.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 10591
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we received a notice from our county treasurer that our second half taxes had not been paid in the amount of {$3600.00}. Taxes are paid twice a year by our mortgage company, XXXX, through our escrow account. We notified XXXX, they recognized the issue and paid our taxes as well as the interest and penalty assessment. In XX/XX/XXXX, we received our escrow statement indicating that there was a negative balance. Upon review, of their document, it clearly indicated that they had disbursed funds from the escrow account twice for the amount of the tax due. After numerous phone calls over many months, XXXX finally recognized the error and added the funds back to our escrow account. We received a letter informing us of this on XX/XX/XXXX. Our loan was purchased by NewRez, in XXXX of XXXX. Our initial payment statement from NewRez showed a delinquent amount of {$3600.00}. We have repeatedly tried to get resolution of the matter with NewRez. NewRez has told us that it is a problem with XXXX and that we need to work it out with them. Upon contacting, XXXX, we have found them to be unresponsive, although we have made repeated attempts over 5 months. However, we did receive a document ( enclosed XXXX indicating the disbursement of the taxes twice in XXXX, that the funds were advanced back to escrow XX/XX/XXXX, but a fee was assessed of {$3600.00} that they are unable to waive. We are attaching 2 copies of escrow statements from XXXX, one from XX/XX/XXXX, and one from XX/XX/XXXX, that appear to differ as well. Also, attached is our mortgage statement showing this item as delinquent and default related charges. Enclosed are documents to support the commentary above. Additional documents are available upon request.
Company Response: Company believes complaint is the result of an isolated error
State: WI
Zip: 54016
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem Im having is with NewRez LLC mortgage company they took over my old mortgage company XXXX Mortgage In XX/XX/XXXX. NewRez LLC has been asking for proof of hazard Ins. From XXXX.to XXXX and from XXXX XXXX to present by sending me letters in the mail. I have been faxing my proof of hazard Ins .since XXXX and by scanning them to the Co. XXXX in XXXX XXXX then XXXX in XXXX XXXX and then XXXX XXXX in XX/XX/XXXX then XXXX XXXX in XXXX til the present time nobody said they received anything from me. Now Im getting escrow balance from NewRez LLC for Hazard Ins. When I have hazard Ins. For 20 yrs. on this property I never lapsed in coverage. I believe NewRez LLC forcing me to buy hazard Ins. from them. And forcing me to pay for something that I have already .Ive reached out to NewRez LLC multiple times each month since XX/XX/XXXX and this is not resolved yet no matter who I speak to from NewRez LLC
Company Response: Company believes the complaint is the result of a misunderstanding
State: NY
Zip: 11694
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A