Date Received: 2023-12-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am the confirmed successor in interest. The servicer said they can not issue escrow overage in my name. I ask them to apply it to the principle. I got a message that a change occured. But no payment was applied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48021
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Around XX/XX/2023, my loan transferred to Shellpoint. I was on a forbearance plan prior with my previous lender servicer. New lending company acquired information during our phone call exchange around early XX/XX/2023 in terms of forbearance. Representative said that I didn't follow up with questions afterwards a week after to our first phone call and ding me that I was no on the forbearance plan and has impacted my credit and my co-borrower 's credit. I was told if this can be immidtaley repaired and fixed and was told no, i asked to speak to a manager immediately and was told management approved the fix however I am seeing my credit has dropped tremendously. Forbearance shouldn't impact my or my co-borrower 's credit based on the XXXX XXXX guidelines.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 95822
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I was approved for HAF payments for 18 months. The last couple of months I have had to file a complaint to get my payment posted. When I call shellpoint they cant say weather or not a payment has been recieved on my behalf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33870
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I got three collection letters from the XXXX of XXXX for XXXX homes for school taxes. I spoke to Shelll Point servicing company about this over the last six weeks. Ive been on the phone with 4 different reps. No one seems to have an answer and I keep getting emails from them that none of my taxes are due. As of this morning, I spoke to the actual treasurer of XXXX, and the taxes are not paid and will be sent to XXXX XXXX law services XX/XX/. I now will have to pay them myself as I dont want any issues. Shellpoint doesnt even have a tax department you can speak to. They are jeopardizing my credibility and hard work that it took to get to this point in my life. No one gets back to me about the issue its very frustrating. XXXX XXXX XXXX XXXX pa XXXX XXXX XXXX XXXX XXXX pa XXXX XXXX XXXX XXXX XXXX Pa XXXX All school taxes are delinquent and going to collections
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 18017
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: We have an insurance claim and our insurance check of {$54000.00} was required to be sent to our mortgage company, Shellpoint Mortgaging to disburse the funds back to us working in conjunction with XXXX XXXX which seams as an umbrella of Shellpoint as they are both at the same address and suite number. Shellpoint uses the company XXXX XXXX to disburse those funds. On XX/XX/XXXX we were instructed by Shellpoints Loss Draft Department operated by XXXX XXXX, in order to expedite our funds in 8 to 10 business days, we needed to upload the adjusters report and the contractors estimate and overnight the check for {$54000.00} and provide a prepaid overnight return label to receive our funds which we provided. On XX/XX/XXXX we uploaded the contractors estimate to XXXX XXXX 's portal timestamped on XX/XX/XXXX. On XX/XX/XXXX we uploaded the adjusters report to XXXX XXXX 's portal timestamped on XX/XX/XXXX. On XX/XX/XXXX we overnighted via XXXX the check for {$54000.00} to Shellpoint Mortgage Services Loss Draft Department with tracking number XXXX. Shellpoint received that check on XX/XX/XXXX at XXXX. We provided a prepaid overnight label via XXXX to Shellpoint to send our funds back to us and as of XX/XX/XXXX, day 23, we have no funds that have been sent to us. In bad faith, Shellpoint in conjunction with XXXX XXXX has lied to us, provided misinformation on when funds will be sent and how much funds will be sent. Their reviews show a pattern with at least 47 other victims of the same fraudulent actions by Shellpoint working in conjunction with XXXX XXXX. XXXX XXXX XXXX reviews XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I received a letter dated XXXX XXXX, XXXX stating that my mortgage was being sold to another company, Newrez LLC with a new XXXX XXXX XXXX send the payment to beginning XXXX XXXX, XXXX. I did make the change of address to my online checking account which I pay mortage from and sceduled my payments for XXXX, XXXX and XXXX My mortgage statements for over the last XXXX years already say New Rez on them but this was a different " XXXX XXXX XXXX. My XXXX payment cleared but yet I received statement for XXXX months mortage payment due when my payment was made and electronic check cleared. I did call New Rez a total of XXXX times. I spoke to XXXX XXXX XXXX XXXX, who gave me an email address to send my proof of payment to which I did immediately. XXXX told me I had to send a copy of my entire bank statement for XXXX which I thought was invasive. I feel I am being treated like a criminal when I have had this mortage since XXXX and have NEVER been late XXXX payment. Nevertheless, I sent copy of my entire bank statement for XXXX On XXXX XXXX, XXXX I receive a certifed letter dated XXXX XXXX threatening foreclosure and saying New Rez has attempted to call me XXXX times which is not honest or true. I have received XXXX calls from New Rez. I am the one that has been calling them and emailing my proof of payment for XXXX and XXXX. It occurs to me that the old account number the old New Rez had assigned me was on my payments and their is a new account number for the New Rez LLC ( both the same name which XXXX be suspect ). I called New Rez again yesterday, XXXX XXXX and spoke to someone else who told me that XXXX XXXX should of had me email my proof of payments to loanservicing. I did mail my proof of payments AGAIN to loan XXXX on XXXX XXXX. All this has costed me hours of my time and I feel like I am getting the runaround when clearly this company has cashed both XXXX AND XXXX mortgage payments I have paid. I did email XXXX after receiving the certified letter threatening foreclosure and was then told I have to send a copy of front and back of my electronic check when I have already sent a copy of paid and cleared checks with confirmation numbers on them. I am now alarmed that this is some sort of scam as I have received a certified letter lying saying they have contacted me when they have not and threatening foreclosure with a certifed letter when they have already been sent proof they cashed the checks. My background is real estate and I am well aware of the shady scams some mortgage companies did to send people to foreclosure when not warranted. I pay all my bills on time including both my mortages and have excellent credit. This Mortage company has cashed both my mortgage payments and is threatening me with foreclosure which is NOT ACCEPTABLE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Our mortgage loan, held by XXXX XXXX XXXX, was acquired by Shellpoint Mortgage, both under the umbrella of Newrez effective XX/XX/2023. Our payment made for XX/XX/2023 was paid to XXXX XXXX XXXX, but not properly credited when the loan was transferred and has subsequently caused Shellpoint to record our account as past due and take steps to collect. Over the last three months, we have attempted to work with Shellpoint, providing proof of payment so that the error would be corrected. To date, weve experienced near-constant frustration and appear to be no closer to resolution. We have made dozens of calls, sent emails, and written letters. We requested a complete written transcription of all activity on our account, including a transcript of all phone call communications. Following is a narrative of activity. XX/XX/2023 : XX/XX/2023 loan payment made to XXXX. XX/XX/2023 : Received notification that the loan had been transferred to Shellpoint. XX/XX/2023 : Received a phone call from XXXX XXXX introducing Shellpoint and offering to help us set up our online account. Unable to activate the account, was told to try again later. XX/XX/2023 : Follow-up email to XXXX XXXX XXXX Newrez requesting additional assistance to set up an online account. Due to an error in setup on the Shellpoint side, the account was not able to be activated. No response was received. XX/XX/2023 : I received a call from XXXX XXXX at Newrez stating XXXX payment was not made. Proof of payment was provided again via email to XXXX. XX/XX/2023 : Email XXXX XXXX asking again for a call to assist in setting up an online account. No response. XX/XX/2023 : Email received from XXXX XXXX at Newrez, again stating XXXX payment was outstanding and the XXXX payment was due. XX/XX/2023 : Phone call to Newrez, asked to speak with XXXX XXXX, who was unavailable so spoke with XXXX XXXX. Explained that payment for XXXX had been made to XXXX, proof had been submitted as requested but the account is still showing the payment not made. XXXX stated she would follow up and get back to us. No follow-up was received. XX/XX/2023 : Sent follow-up email to XXXX XXXX XXXX for an update. No response. XX/XX/2023 : Phoned XXXX XXXX and was told unavailable so helped by XXXX XXXX. XXXX explained that XXXX XXXX is in residential so should not have been handling our loan, so likely the reason for no follow-up. XXXX would leave a message for XXXX to return my call. XX/XX/2023 : Received an email from XXXX XXXX stating proof was received and the task is being resolved. XXXX will be in touch when updated. No follow-up was received. XX/XX/2023 : Received email notification that loan was past due. Sent XXXX a follow-up email with a reminder narrative of XXXX error and provided proof of payment. XX/XX/2023 : Email to XXXX XXXX asking for follow-up or the name and contact information of someone who could help us. XX/XX/2023 : Called Newrez and spoke with XXXX XXXX who stated she would reach back out to XXXX for proof of payment. Followed up by sending an email to memorialize our conversation including XXXX personal guarantee to monitor the account and to reach out to us before the end of the month and before any report is made to credit agencies. XX/XX/2023 : Sent final demand email, memorializing the issue, providing proof of payment, and requiring a response before XX/XX/2023. No response was received. XX/XX/2023 : Called and spoke with XXXX XXXX who advised that we provide by mail a written narrative of activity on the account, including printout of all correspondence and supporting documentation of the XXXX payment. Further, XXXX confirmed that there was no record of late payment, no assessment of late fees, and no record of reporting to credit agencies. XX/XX/2023 : Sent letter of FINAL DEMAND via USPS. No response was received. XX/XX/2023 : Phoned Shellpoint to make the XXXX payment. Was told the XXXX payment would be applied to XXXX as our account is past due. Explained to three customer service representatives that the account was not past due. Left on hold for over 40 minutes, disconnected, and had to call back. Was forced to make a payment and have it applied incorrectly due to Shellpoint 's poor accounting.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I am successor in interest as administratrix of the estate of XXXX XXXX. I provided my court documents and received a letter from NewRez 's agent, XXXX dated XX/XX/2023 that I was confirmed as successor in interest and was entitled to submit requests for information and for a payoff statement with respect to the mortgage account of XXXX XXXX. The home had a contract for sale set to close on XX/XX/2023. The settlement firm/title company requested a payoff statement ( which they tell me is usually provided to them immediately upon request ) on XX/XX/2023. They were unable to obtain a payoff statement and notified me on XX/XX/XXXX. I tried to request a payoff statement on line on XX/XX/XXXX, and got a message something like " error try again later. '' I called on XX/XX/XXXX, and found out that the servicer was changed in XXXX and I contacted the new servicer -Shellpoint. They have refused to talk to me saying their reviewers have not authorized them to talk to me. I have resent the estate documents- even though I was already confirmed as a successor in interest. As agents of NewRez, it should not be my problem that they did not transfer the information correctly. I have called every day, multiple times and continue to be denied a payoff statement. The representatives of Shellpoint say I am not authorized on the account and they can not provide any information - including what documents are needed so that I can be authorized. It is now XX/XX/XXXX and I do not have a payoff statement. This is a violation of 12 CFR Se. 1026.35 which requires the servicer to provide a payoff statement within 7 days. New Rez 's failure to provide the payoff statement has put the sale of the home in jeopardy since the contract requires a closing on or before XX/XX/2023. I am continually told by the representatives of Shellpoint that it will take XXXX hours, then XXXX days, today ( 13 days from the first request ) I was told it will take at least 2 more days for the review of the documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18104
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: For many years, I tried to resolve a mortgage loan with Shellpoint ( and others ). The problem was the mortgage amount had escalated so much it was now XXXX on an $ XXXX loan. However, instead of working with me, they gave me a modification of $ XXXXmonth. That was unaffordable and stupid, as the house was not worth that amount. In comes a builder, who offers then $ XXXX for the house at a short sale. They take it- yet would not work with me at all. The short sale was complete on XXXX. Yet still... nothing on the credit report. It takes 2 years from the date of a short sale to get another mortgage. Now am three months farther out from being able to obtain financing. Question # 1 : Why would not work with me but would immediately take a short sale? Question # 2 : Why haven't you reported it to the credit bureaus?
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Called on XX/XX/2023 to extend my XXXX disaster forbearance plan. The property zip code is in XXXX XXXX inside a declared disaster area that qualifies for invividual assistance. XX/XX/2023 as of this date no response from shellpoint and I called customer service and said I'm not eligibile. My loan is owned by XXXX XXXX, under their guidelines I'm eligible up to 12 months. I still have remaining 2 months left as of now.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 95624
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A