Date Received: 2021-03-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This complaint is in response to an additional issue with our mortgage servicer NewRez dba Shellpoint as we just received an additional document this week on XX/XX/XXXX. On XX/XX/XXXX, we received a mortgage statement from NewRez DATED XX/XX/XXXX with a PAYMENT date of XX/XX/XXXX, XXXXwith a Payment due amount of {$810.00}. This statement was inconsistent with Official Form 410S1 filed on XX/XX/XXXX with the United States Bankruptcy XXXX for the XXXX XXXX XXXX North Carolina by XXXX XXXX XXXX of XXXX XXXX XXXX on behalf of NewRez. Official Form 410S1 stated that beginning XX/XX/XXXX our mortgage payment would be {$940.00}. We had previously received a Mortgage Statement DATED XX/XX/XXXX with a PAYMENT date of XX/XX/XXXX which stated our payment amount was {$920.00}. We were issued two statements with a XX/XX/XXXX, XXXX due date, with two different Escrow payment due amounts. Furthermore, on XX/XX/XXXX we received a letter due to our previous CFPB complaint from XXXX XXXX of the NewRez Compliance Department. Please see this letter that was sent to us through the CFPB portal and attached in this current complaint. XXXX XXXX letter was inconsistent with Official 410S1 filed with the United States Bankruptcy XXXX for the XXXX XXXX XXXX North Carolina by NewRez and the Mortgage Statement we received dated XX/XX/XXXX. We demand these complaints below to be answered in their entirety. 1. Why did we receive two Mortgage Statements with a Payment due date of XX/XX/XXXX and why did the statements show two different escrow amounts. 2. As Official Form 410S1 was filed by NewRez with the bankruptcy court and which stated our new mortgage payment would be {$940.00} beginning XX/XX/XXXX, why did Ms. XXXX state in her attached CFPB complaint response, state that our payment due for the XX/XX/XXXX installment in the amount of {$830.00} less the {$25.00} in unapplied funds from the return payment fee being waived? 3. As Official Form 410S1 states that our payment beginning XX/XX/XXXX, XXXX would be $ XXXX how did did Ms. XXXX XXXX the new payment amount of {$830.00} beginning XX/XX/XXXX and why does this directly contradict Official Form 410S1. 4. Why is the ESCROW DUE AMOUNT on our Mortgage statement dated XX/XX/XXXX, XXXX show an ESCROW PAYMENT DUE OF {$240.00} 33 however Official Form 410S1 filed one month prior states the ESCROW PAYMENT DUE is {$350.00}.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We paid our mortgage off XX/XX/2021. The amount of payoff was {$320000.00}. They said the official payoff date was XX/XX/2021 and the payoff was {$320000.00}. We also have an escrow balance of {$5300.00}. They told the title company payoff was {$320000.00}. I have called in multiple times and was told a check was mailed, then it wasnt and they would send ACH ( XX/XX/XXXX ) and then I called on the XX/XX/XXXX, they said the ACH didnt work and they sent a check instead. I have not received a check. They then said they would void the check, I told them I wanted a check sent overnight and they said they sent ACH. I recorded the last few conversations with them and they lied multiple times. I want my money back with interest at the same rate I paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47401
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a mortgage statement and to my surprize it said, that I had not made any payments since XX/XX/XXXX. I paid all my mortgage payments on time every month usually for more then was due that went into a suspence account, that is now heavy with funds. I ordered the canceled checks from the bank and found that they were cashed for three months XXXX, XXXX and XX/XX/XXXX They were cashed in there perspective months, but only put in my account this week in XX/XX/XXXX except for XX/XX/XXXX that was put into someone else 's account per back of the check. My payments for XXXX, XXXX and XX/XX/XXXX have not cleared the bank and the mortgage company said, because they filed for forecloser that they may not accept the payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93705
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Condo I own has their own insurance and Shellpoint was sent those documents ... ..they claim they didn't receive it so charged me for escrow which I refused to pay. Once the mess was corrected they gave me credit for the escrow charge except they charged me {$940.00} for late charges even though I NEVER missed a payment and was NEVER late. I want to pay off the mortgage ( the correct amount ) and have my credit score restored. Neither has been answered by Shellpoint. How long must this go on before I have to file a lawsuit? And the compliance manager, XXXX XXXX, did not help the situation
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XX/XX/2013 I got behind 2 payments on my mortgage loan they kept threatening me with foreclosure sending me certified notices so my only option was to get a loan modification I did not realized because of the 2 months I was behind they were going to add 15 years to my mortgage loan is that legal? I kept sending the mortgage company certified letters requesting how many months I was past due before I got my loan modification but they ignored all my request, I finally found a letter from mortgage company stating I was only behind 2 months, a default on a loan is not until the loan is behind 4 months so I am not sure why they kept threatening me with foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90242
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Currently Shellpoint MTG is reporting a deferred balance on my loan of {$82000.00} that i have no memory of, i have tried to escalate the issue with them multiple times by phone and even via their electronic customer service portal but they do not respond. I have lost hope on what to do and how to get the answers that i seek as the deferred balance is half of the outstanding mtg payment of {$160000.00} i ran a deed search and have found that there is nothing there justifying the amount and again no one gets back to me or treat me fair when i try to resolve the issue i need someone to help me resolve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a refinance mortgage from NEW REZ, my current lender, on or before XX/XX/2021. The loan officer was XXXX XXXX. The loan rate was locked on XX/XX/XXXX. On XX/XX/2021 XXXX XXXX informed me by email that my loan ( Loan # : XXXX ) was conditionally approved and that a Loan Processor would be in touch with me. On XX/XX/XXXX Ms. XXXX XXXX contacted me to inquire about the nature of my marriage ( community property or not ) I responded, and have heard nothing since. I contacted my loan officer ( XXXX ) who indicated that he is not handling my loan but had to talk to me.
Company Response:
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sold my mortgage to NewRez. My XXXX XXXX XXXX continued to take auto pay money from my account and pay XXXX. In XXXX XXXX returned the money to me. I did not know that the mortgage was sold I had no idea what NewRez was. I missed two months of my mortgage payment due to the transition. I called XXXX and found out the mortgage was sold. I called NewRez to make payment using my checking account. I paid 2 months and got caught up. They did not process the payment. A month passed when I got a notice saying Im 4 months behind. I called NewRez again and I paid. This time they did process the payment. NewRez charged me {$220.00} in late charges. The representative said he did not have the power or authority to refund them even given the circumstances. I asked for a manager and they did transfer me. The manager told me that she would pull the recorded tape and get back to me by XXXX XXXX that day. She did not. Of course, she would not give me her last name or extension. NewRez on line systems are sub par. When I called last week, for 2 days I could not get the customer service line. As soon as I would choose 2 for support, the line was disconnected. All I want is my {$220.00} back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33484
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ditech XXXX Shellpoint XXXX To Whom It May Concern : Your assistance in resolving the following matter is needed, Our mortgage was serviced by Ditech until XXXX of XXXX. All payments were properly recorded and the account status was current. Ditech went into bankruptcy and was bought by New Rez ( dba ) Shellpoint. This is where the nightmare began. Neither Ditech nor Shellpoint sent any notification that the loan had been sold. I found the information by going to the Ditech website to make a payment XX/XX/XXXX. I then searched for the information on how to pay Shellpoint. Our account has been protected by bankruptcy which we filed in XXXX. All post petition payments were made directly to the Ditech website. However Shellpoint said they would not allow payments to be made directly on their site due to bankruptcy. I therefore made the first payment by debit, on the phone with Shellpoint on XX/XX/XXXX. All subsequent payments have been made via bill pay from my XXXX XXXX checking account. We completed our final bankruptcy payment on XX/XX/XXXX and the court sent out a document of final cure for which New Rez 's legal representation responded that the account was current with no arrearage. Immediately after final payment ( XXXX ) Shellpoint began calling claiming our account was two payments past due. This is incorrect and we have documents to support. I attempted to communicate with Shellpoint on multiple occasions but they refused to either acknowledge receipt of documents sent to them or correct the matter. I reported this activity to our Bankruptcy attorney who notified the court. While the matter has been corrected by Shellpoint as the court directed, this poor accounting and perhaps egregious attempt to create foreclosure circumstances has created great stress and anguish for us. We were repeated harassed by collection calls and erroneously reported as late to credit bureaus. Additionally, I suspect there have been errors in applying escrow payments as Ditech showed a positive balance and Shellpoint shows a negative. I therefore am seeking your assistance in getting this matter corrected and that all information is provided in written format. That all credit agencies are notified, and any fees, or charges related to this matter are refunded along with any penalties or fines applicable are assessed. Urgency in resolving this matter is greatly appreciated. Best Regards, XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had to file personal bankruptcy to stop XXXX XXXX from taking my house from me. When I did that, another company Shell Point Mortgage, whom I believe is involved closely with XXXX XXXX, came after me again even though I am in bankruptcy. Why would a mortgage company buy a mortgage where the balance owed was less than XXXX XXXX dollars with no default payments? I have called them multiple times, on hold for hours only to be disconnected. They do not send me any bills, they do not send me invoices to pay. They are trying to steal my house from me. I WANT to pay. I am ABLE to pay. I am TRYING to pay but they do not want my money. They have only sent me one invoice to pay and never have sent one after, I make copies of the old invoice and still pay monthly. They claim they can not talk to me because of the bankruptcy and that I must communicate through my lawyers, I have had my lawyers send them MULTIPLE letters stating that they can speak with me, and the bankruptcy board, still no communication.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A