Date Received: 2021-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a formal complaint with Shellpoint Mortgages and they have corrected only a portion of the problem. Shellpoint notified us that our flood insurance lapsed in XX/XX/XXXX and if proof of coverage was not provided, they would place their internal flood policy on our payments starting on XX/XX/XXXX. We provided proof ( via email and an via an upload link ) that we had coverage on several dates : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The surcharge was {$190.00} for XXXX and again {$190.00} in XXXX. Shellpoint finally recognized our coverage and indicated that this issue should be closed on XX/XX/XXXX. However, they only promised to refund {$280.00}. Shellpoint should refund the full {$390.00} The original complaint ( XXXX ) is closed, but I am not satisfied.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 08822
Submitted Via: Web
Date Sent: 2021-03-04
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: Shellpoint Mortgage Servicing Company handles my mortgage. My mortgage payment went up from {$260.00} to {$510.00} due to that. During that time my new taxes came up for the year. It was an increase of {$72.00} wihich comes to {$6.00} extra per month. Which should bring myu new payment to {$260.00} Shellpoint placed lender hazard insurance on my mortgage. Proof of my insurance was sent twice by my HOA on XXXX and XX/XX/XXXX to Shellpoint.. Finally on XX/XX/XXXX I spoke with an employee at the mortgage company and was told they have the proof of my insurance and the lender insurance was dropped. I got a credit of {$1000.00} on my account. I asked about when the corrected payment would go out. They said they have to order an escrow analysis. I called back on XX/XX/XXXX and spoke with another employee and was told again and escrow analysis needs to be done and it would take about 3 days and my new bill would go out. I called back on XXXX to follow up. I was told by XXXX XXXX, the supervisor that I still needed to pay the {$510.00} for XXXX and by XXXX I would get my new payment amount. I told her I had a credit on my account since XX/XX/XXXX and why should I pay an incorrect amount because they can not come up with an adjusted amount in a timely manner.. She said I just have to pay that amount or my credit will be affected. I should not have to pay that amount and try to get a refund later. I can figure the amount myself. My taxes increased by {$72.00} and divided by 12 is {$6.00} extra per month. I sent that amount of {$260.00} to Shellpoint for XX/XX/XXXX. I made quite a few attempts over the month of XXXX to get the correct amount to make XXXX payment. They would not give it to me. So I did the figures and sent in payment for XXXX. I did NOT skip any payments. Shellpoint has been very inept in dealing with my accounts. In the past they had applied my payment to a different account and another time lost the payment in the system. It took quite a long time to clear that up. I do not want to go through that again to try to get a refund. My credit should not be in jeopardy since I made multiple attempts to clear this up and I did not skip any payents
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2021-03-04
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: https : //www.shellpointllc.com/contact-us/ mortgage company refuses to pickup phone for multiple days. They took over my mortgage service and made mistakes. They refuse to correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11563
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The issue is that I paid off the Mortgage Insurance on my home loan and the mortgage servicer and the lienholder continued collecting the fee for the mortgage insurance premium for three months after the mortgage insurance was satisfied and have employed lies and misdirection in an effort to prevent me from recovering those fees. It should also be mentioned that their accounting practices are questionable. ( Please refer to # 8 and # 9. ) The mortgage servicing company is Shellpoint, XXXX XXXX New Rez. The lienholder is New Residential XXXX XXXX XXXX of XXXX XXXX XXXX, XXXX XXXX, PA. XXXX, XXXX as New Rez uses an address of XXXX XXXX XXXX, XXXX XXXX MI. 1 ) I have an FHA loan. The FHA MI payment was {$86.00}. The total payment was {$740.00}. 2 ) I received a letter from Shellpoint ( NewRez ) dated XX/XX/XXXX that stated that I had met all the requirements to terminate the MI payment. 3 ) My October statement still had a line item for the mortgage insurance ( MI ) payment of {$86.00}. I called to inquire why the {$86.00} was still on my statement. I was told that MI is collected in arrears. I contacted HUD. They verified that information. 4 ) On my XX/XX/XXXX statement the line item for the {$86.00} was removed but the payment amount remained the same - {$740.00}. I called again. I was told that no one had requested a review of my account to determine what the new payment amount would be. I asked what was going to happen to the overage - the {$86.00} - that I was paying. I was told that it would be credited back to me. 5 ) My XX/XX/XXXX statement and my XX/XX/XXXX statements are the same. The line item for the MI payment is not there but Shellpoint continued to collect the extra {$86.00}. 6 ) I called in XXXX about this and was told the reason that XXXX had not changed the payment amount was that my escrow account didn't have enough money in it. 7 ) I checked the escrow account. The funds collected by XXXX have never been credited to it. 8 ) I received an Annual Escrow Account Disclosure Statement from Shellpoint ( NewRez ) dated XX/XX/XXXX. This document contains a statement that my escrow account has a shortage and if I paid another {$82.00} to my escrow account that would clear up the shortage. I included the {$82.00} as an escrow only payment with my XX/XX/XXXX mortgage payment. I checked my escrow account. The money was credited to my escrow account and then removed the same day. There is no line item that explains the debit. 9 ) The escrow account is current as of XX/XX/XXXX. The {$82.00} has been returned to the escrow account. Again, there was no line item for the credit. The money was simply credited. 10 ) I filed a complaint with Shellpoint ( NewRez ). On XX/XX/XXXX I received a letter from Shellpoint ( NewRez ). The letter thanked me for my inquiry and informed me that the lienholder of my mortgage is New Residential XXXX XXXX XXXX. The next statement on the letter was " We are working together to gather the requested information and will forward it to you as soon as possible. '' 11 ) On XX/XX/XXXX I received another letter from Shellpoint ( NewRez ) stating that since I had not provided them with any further information they considered the matter closed. ( There is no statement in the previous letter requesting any further information. ) I have all of my statements, I have a copy of the deposits and withdrawals from my escrow account, and I have copies of the letters sent to me. I will be happy to share them at such a time that I am contacted with a resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 99205
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinance my home. During the signing of the paperwork found they made a mistake in the amount of escrow, paying too much. Was told that it would be corrected. It has not and I can not get the company to properly correct it after working with them for about 8 mounts.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After switching over from Ditech to Shellpoint I thought that everything would be better. I was wrong. I tried to tell them that Ditech was wrong about the months I was behind. They didnt try to sort out the problem. To make a long story short they dont offer modification. Which is sad because just about everybody has struggled during the pandemic and payments should be brought current to help everybody out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 389XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Applied in XX/XX/XXXX with existing mortgage company NewRez for rate/term, was told XX/XX/XXXX that it was clear to close. no calls no responses to inquiries until mend of XX/XX/XXXX. Final CD never sent for review. When CD was sent it was incorrect. Processing manager reached out for clear to close call and to set up closing. NO final CD sent, closing was no call no show. No one at lender responded to any emails or calls. Closing was supposed to be for first week in XX/XX/XXXX. Closing agent from title company calls on XX/XX/XXXX out of now where and says they will be there to close. No final CD has been given to me in advance, at least not one that resembled what was told to me, and no advance notice on closing. When speaking to lender on XX/XX/XXXX and title agent, based on their recommendation we rescheduled closing for XX/XX/XXXX so i can " skip '' a couple payments instead of paying an entire month of per diem interest ( or so it was sold to me this way ). XX/XX/XXXX roles around and no call no show again. When I get Operations and Sales Manager involved, come to find out I am now back in underwriting AGAIN because of a credit pull and supposed collection ( which was also on the original report ) again. Literally sat on the file for a week and waited until 10 minutes before closing to tell me this. The practices of this lender have resulted in numerous TRID violations, not to mention the appearance of multiple unfair, deceptive, and abusive practices. I would have to imagine this treatment is not reserved for only me, but others are experiencing it too. In addition to the above, no one could give me a correct LE or CD based on what I was told i advance and once they actually did they cancelled closing. It appears not only are they trying to waive the lender credits and rate promised to me, they are actively working to discourage this application for some reason.
Company Response:
State: OH
Zip: 44039
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have perfect payment history and a low balance on my mortgage. Because of this my mortgage is bought and sold on a regular basis. NewRez mortgage bought my mortgage but my payment went to the old company. I was in constant contact with New Rez and even made a double payment as I waited for my payment to be returned from the old company. NEw Rez advised me this happens often and nothing would be report negatively against me. Unfortunately they did not stay true to their word. Upon review of my entire credit report you will see I have perfect payment history on all of my accounts for over 10 years.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 48154
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX of XXXX I began receiving notices from Shellpoint Mortgage Servicing saying they would force insurance on my property at XXXX XXXX XXXX XXXX, XXXX Ga. I have insurance so my insurance company faxed proof of coverage to the fax # listed on the notice. XX/XX/XXXX I got another notice from XXXX. This time my insurance company called them. The problem they claim is they have my address as XXXX XXXX XXXX, XXXX. They are missing the XXXX and XXXX also has the city wrong. The city is XXXX. At this time my insurance company wrote a letter to XXXX stating the two things they had wrong, and sent proof of insurance and also my tax assessors document showing the correct address. This letter that was notarized and with the attached information was sent 3 ways ... 1. faxed to XXXX 2. uploaded to their website and 3. regular mailed to XXXX XXXX XXXX XXXX, MI XXXX. I'm still receiving letters and now my mortgage is due and they have added for insurance. I've called them and they will not help me. They tell me I need a XXXX form but won't provide it for me and the postal office doesn't know what they mean. They are really ugly to me when I call. I'm not financially able to get a mortgage with another company or I would do that. I'm an older lady and there has to be someone out there who can help me with this company. Please can you help? I tried to upload my documents but it says file too large.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am working with a client that opened a line of credit with XXXX XXXX in XXXX. The servicing was sold to GreenTree in XXXX. I have been able to track down the servicing transfer to GreenTree but have not been able to find anyone to help release this old mortgage. After XXXX, if the loan was sold to another lender/servicer I can not find who last owned it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21014
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A