Date Received: 2021-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As instructed, I sent {$150000.00} by wire transfer to the mortgage servicer, which was confirmed, in order to recast the mortgage. The new payment and terms were confirmed in a letter from the service provider and thereafter, I proceeded to make the new monthly payments as instructed. Shellpoint : a ) Refuses to recast the mortgage ; b ) Has wrongfully impacted my credit rating ; c ) Is now no longer accepting my monthly payments ; d ) Has wrongfully marked the account as past due ( since they are refusing payments ) ; and, e ) Refuses to return my {$150000.00}.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 34286
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: New Rez who we have our mortgage with took two payments out for XXXX. I called them on the XXXX of XXXX and also on the XXXX of XXXX. So far they haven't put {$810.00} back in my account. Took the money out on the XXXX of XXXX. Phone number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12205
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I received notices that my taxes where not paid. In contacting with nee rez was told to file on line. My township tax was due in XX/XX/XXXX and was taken from escrow account but tax collector never received. My school tax was taken out of escrow in XXXX and never paid as well. My township tax didnt appear on my escrow account at all. After multiple letters telling me they needed more time to investigate the school tax got paid in XXXX but I was also charged most of the late fees in my escrow account. After contacting them again and more letters asking for more time to investigate in XXXX I filed a complaint with the pa dept of banking. Still getting letters they need more time their came to their first deadline with them of XX/XX/XXXX and asked for more time with them. They extended till XX/XX/XXXX and still taxes not paid and now turned over to XXXX XXXX XXXX. Contacted the pa dept of banking on XX/XX/XXXX who states she got a phone call from a mr.XXXX at new rez that states my taxes will be paid. But until she receives in writing she cant follow up any further. How is money removed from escrow and bills not paid. Feeling like I'm in a potsy scam that they steal taking from one and moving money around and not paying the bills they are reporting. My taxes for XXXX are coming due in XXXX again. Is this going to continue? How is my taxes turned over to the collection bureau going to impact my credit score? When will XXXX taxes get paid and will they return the late fees they back charged me? I want them held accountable for what I feel is illegal handling of my funds. I entrusted them with my payments to make my tax payments.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 19606
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have recently refinanced my mortgage held with NewRez LLC with another financial institution, XXXX. Due to issues with closing in a timely manner, title company fault, I made an additional payment to the original mortgage holder to make sure I was not delinquent, avoid late fees and negative credit reporting. The payment was made to NewRez LLC following payoff provided to transfer balance to new mortgage holder, XXXX. Sufficient time passed following refinance, 4 weeks, before I contacted NewRez LLC to inquire on refund of the additional payment minus any interest that may be owed due to timing & my escrow refund. In my conversation with a representative of NewRez, I was advised I would only be receiving the escrow refund. According to their records, my payment was not reflected having been received for XXXX, certainly not following the payoff quote provided to the new mortgage holder. I made my last payment to NewRez through electronic billpay, deducted from my account XXXX ( Friday XXXX for {$1700.00}, payment to be received by payee XX/XX/11.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Shellpoint in XX/XX/XXXX. In XX/XX/XXXX I received a request for proof of insurance which I faxed over on XX/XX/XXXX ( policy was from XX/XX/XXXX to XX/XX/XXXX ). In XXXX I made sure to upload the new policy ( dated XX/XX/XXXX to XX/XX/XXXX ) to Shellpoint. I have attached proof that Shellpoint received both of these policies. In XX/XX/XXXX Shellpoint disbursed {$2200.00} from my escrow account. When I questioned this I was told it was for lender placed insurance that had been cancelled. I have been trying usuccessfully for months to find out why lender placed insurance was added to my account since I had provided them with all of the relevant insurance policies. I can't even tell you the number of people I've spoken to on the phone, none of whom gave me a straight answer. I do not escrow for any insurance as the mortgage is for a condo and the condo association maintains the insurance on the structure. The one response I did get from Shellpoint was that they had cancelled the lender placed insurance in XXXX, which still doesn't explain why over XXXX XXXX dollars was taken from my escrow in XXXX. Even if they placed insurance in XXXX and cancelled it in XXXX it wouldn't cost XXXX for less than one month. And now my mortgage payment has gone up for {$150.00} per month to cover the escrow shortage. I am truly hoping you can assist in getting my money returned to me. I am aware that mistakes happen, but Shellpoints unwillingness to correct the situation is unacceptable. By now they are in violation of Reg E as they have failed to address my concerns in a timely matter.
Company Response: Company believes complaint is the result of an isolated error
State: CT
Zip: 06010
Submitted Via: Web
Date Sent: 2021-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or around XX/XX/2021, I called Shellpoint Mtg to inquire how to have my payments applied to my principal balance and deferred principal balance. I spoke with a man who informed me that the principal balance on my account was {$130000.00} and the deferred principal balance was {$650.00}. He assured me that I could pay these balances which would leave only accumulated late fees on my account. I made the payments separately as he stated it would be easier to apply them to the correct balances. I received confirmation number XXXX for the {$1300.00} and confirmation number XXXX for the # XXXX. Both amounts have come out of my checking account on XX/XX/2021. To my dismay when following up on my balance on XX/XX/2021, I spoke with XXXX XXXX and found that XXXX applied my {$650.00} to the monthly payment amount, and the {$1300.00} was sitting in a dormant state and not applied to anything. After a long discussion she stated she was a team lead and would correct the issue by applying the funds where they were designated to go. She assured me it would be corrected. I called back on XX/XX/2021 and spoke with XXXX and as suspected the funds were still in the same state. I have been trying to pay this mortgage off but they continue to hold my funds to charge me more interest and late fees. I paid enough funds to have my entire principal balance paid off, but the automated recording is saying I have a payment due on XX/XX/2021. This is very poor customer service and bordering on illegal. How can you ask me for payments with my funds sitting in a dormant state. My next step is to go to my local news station, and XXXX concerning the practices of Shellpoint mortgage Servicing. I will send a copy of this to Senator XXXX XXXX when when creating the CFPB to stop this type of malpractice, needs to be informed that companys like Shellpoint are laughing inn her face and not taking the banking reforms seriously. XXXX XXXX will also receive a copy of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33594
Submitted Via: Web
Date Sent: 2021-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property was refinanced shortly before XXXX property taxes were due in XXXX The new mortgage company ( XXXX XXXX XXXX XXXX paid the property taxes ( {$1300.00} ) and so did the old ( New Rez ) mortgage company. The check from the new company was honored and the New Rez payment was returned to them. My loan number with New Rez was XXXX. I have contacted New Rez on several occasions ( 12 times or more ) prior to XX/XX/XXXX regarding the overpayment of tax money and how and when they are going to refund it to me. They responded that they have a separate company from New Rez that handles the tax payments. They say they are unable to get a response from this company to verify the returned tax payment. This has been going on since XX/XX/XXXX and still no refund. It appears that New Rez does not want to refund the unused tax money to me. This is a VA loan and actions should be taken to correct this situation immediately. Thank you for your prompt attention to this matter. XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 91789
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to the incorrect items on my credit report and its been well over 30 days and I havent received any investigation results.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92557
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX Shellpoint Mortgage Service asked for proof that I could bring the mortgage current. They insisted on seeing a bank statement. I had sold my XXXX property in XXXX XXXX, XXXX in XX/XX/XXXX and had more than enough to bring the XXXX mortgage current. Shellpoing refused to provide me the payoff to bring the mortgage current, instead after reviewing the bank statement, they wrongfully foreclosed. I have attached to this complaint the XX/XX/XXXX bank statement they reviewed and the XXXX they issued last year showing the total of principle and interest was $ XXXX ( at the I did not owe in arrrears $ XXXX ) I am reading this article @ https : XXXX # : XXXX : XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX % XXXX, Sell % XXXX % XXXX % XXXX ... % 207 % XXXX % XXXX. from XX/XX/XXXX and see that the article mentioned that " XXXX state attorneys general are getting ready to launch major investigations into the already beleaguered mortgage industry, concerning foreclosure document improprieties. '' I would like to officially complain that they took the property without due process and while reviewing for modification and refusing to provide payoff until after they already foreclosed then I get the message from them of the payoff amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Shellpoint XX/XX/2020 and I have had nothing but problems. Customer service is terrible and the hold wait is 45 minutes and then you are constantly transferred to people who are not able to help with the problem. Only my taxes were included in my escrow account. I have always paid my homeownwers insurance directly to the insurance company which is XXXX XXXX through automatic withdrawal from my checking account. Shellpoint notified me that they did not have my current insurance information. I emailed the declarations page 3 times ecause they kept saying they did not receive it! They finally comfirmed they receivd it XX/XX/2020. The Declaration page included that my payments were deducted from my checking account. On XX/XX/2020, I wrote Shellpoint requesting cancellation of my escrow account and being responsible for paying my own property taxes and homeowners insurance due to the online and mail statement would always have conflicting information!. My original loan contract with XXXX XXXX did not specify that my homeowners insurance had to be included in my escrow and it was never included in the 14 years that I was with them. To my understanding the contract can not be changed by the new lender. I never heard back from Shellpoint regarding this request. On my XX/XX/2020 statement from Shellpoint, I noticed my escrow payment went from {$130.00} to {$500.00}! Increasing my mortgage from {$660.00} to {$1000.00} an increase of {$360.00}! Upon investigatation it was noted that after I asked to cancel my escrow, Shellpoint paid the full premium of my homeowners insurance putting my escrow in default and causing my mortgage to increase. This transaction has not appeared on any statements. I was finally able to speak with someone at Shellpoint on XXXX XXXX and the rep confirmed that there is no response noted to my request from XXXX and that she would file an complaint. I was told that Shellpoint paid the full amount due to my not sending in the full payment of the increased mortgage. I am not aware of that policy since Shellpoint did NOT notify me of this! I also noted a charge for {$13.00} being added to my mortgage. No one was able to inform me of the reason for that charge. After written requsets and phone calls I was told that fee was for making sure the home was being occupied! When asked how Shellpoint would confirm that and I was told every month someone would drive by the property to make sure it looked occupied! I am currently unemployed and can not afford the additional {$360.00} increase in my mortgage. I continued to make the regular payments of {$660.00} but Shellpoint has not been crediting it to my mortgage but has been holdng it in a " separate '' account. This has put my loan in default and putting me at risk for foreclosure! Doing a forbearance with Shellpoint is not an option since I can afford to pay my original mortgage amount. I do not trust them and they have had over 896 complaints in the last 2 years!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60901
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A