Date Received: 2021-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold in XX/XX/2020 from Ditech to Shellpoint. The new account instructions stated that any pending payments to Ditech would be credited to the Shellpoint account. My next two payments apparently went to Ditech and were NOT forwarded to Shellpoint. I have spoken with Shellpoint repeatedly, and provided bank statements showing that all payments were made on time, and requesting an investigation to trace the payments that were misallocated. While they continue to say they are investigating, they have reported my account as 60-90 days overdue for the past nine months while they " investigate '' in spite of the fact that I continue to pay each month on time. My credit score has dropped almost 200 points for this erroneous reporting, and I received a letter from Shellpoint threatening foreclosure. When I contacted the Point of Contact referenced in that letter, she advised it was a payment dispute, not a foreclosure issue and she could not assist me. I asked to be put in contact with the appropriate person and she only gave me the general corporate email account. I continue to try to reach Shellpoint regularly to learn the status of the investigation and they will not respond. Ditech, for their part, apparently updated their online records system and deleted my access to my online account as of the date the note was officially sold. They have no further information they can provide me and continue to tell me to request Shellpoint investigate directly. Other creditors have cut my limits and closed accounts due to my current credit score, which is based solely on Shellpoint 's misreporting of my account as past due, rather than considering the two misdirected payments independently.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98144
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We qualified for covid mortgage payment relief and were advised that our credit would not be negatively affected during this period. Checking my recent credit report shows otherwise - during the months of covid relief- Shell Point reported missed payments - causing a drop in my credit score from XXXX to XXXX. Called the company directly to address- never heard back. LOAN NUMBER : XXXX Account has since been paid in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18976
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a MORTGAGE with SHELLPOINT MORTGAGE SERVICING of a VACATION HOME in XXXX XXXX XXXX XXXX, XXXX - FL XXXX. Loan ID : XXXX. Vacaytion Homes in Florida was really impacted by the shutdown and covid situation. XXXXXXXX XXXX and airport were closed. All the houses was closed by the FL State. I called a lot of times to SHELLPOINTS asking to a releef because we didn't have guests at the houses. The Mortgage didn't reponse, when reply my request just gve one month of releef. I paid a lot of fees because they usually to reply weeks with delay. Otherwise, the MORTGAGE company REPORT lates caused by them. They was forcing me to make an additional mortage at the house, even when i asked to pay inn full the amount due. I could not wait more and i SOLD the house, because the ammount due was impacting me and the COVID impacted more. They didnt give me releef, even others mortgages were helping the borrows.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 338XX
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 refinanced XXXX of last year and my loan was transfered to NewRez LLC. NewRez LLC is a part of ShellPoint Mortgage. The loan refinanced is a conventional loan. I have over 20 percent equity at time of refinance and closing. I do not pay any PMI. My taxes were escrowed at the beginning of the loan. Per proper mortgage and lending practice my taxes and Homeowners Insurance do not require escrow on a conventional loan. The lender is predatory and has refused to remove escrow account and refund my escrow balance. NewRez informed me that there is a 24 month hold on my account to remove escrow. This is not standard practice and the lender is acting in bad faith. All of my mortgage payments have been on time with zero late payments. The NewRez lender has also made it difficult to refinance due to exorbitant fees to get out of the loan. The lender is predatory and has thousands of online complaints. I am seeking remedy in having them remove escrow account immediately and refund the balance. Please find predatory NewRez Fee Schedule attached. XXXX XXXX XXXX The lender also plays malicious games when making payments online where they deliberately do not withdraw payments from your bank account at timely manner. I've had to call them repeatedly and email them to let them know I am on to them and for them to make sure they are debiting my payments to avoid any late fees. There are thousands of complaints online of NewRez deliberately not crediting payments to accounts. The lender also does not update credit bureau in a timely manner to show ontime payments. Below are URL 's of other Americans like myself complaining all over the internet about NewRez and ShellPoint predatory and bad business practices. The XXXX people need protection from predatory and criminal businesses like ShellPoint and NewRez. The usarey fees alone should set off alarms in addition to all of the other complaints I noted in complaint. https : XXXX https : //www.trustpilot.com/review/shellpointmtg.com
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30316
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I opened a complaint on XX/XX/21 regarding the bank refusing to provide the stock certificate and lease needed to refinance my mortgage with a different bank. NewRez responded on XXXXwith a letter ( attached ) claiming that both documents ( stock certificate and lease ) were sent to the XXXX XXXX XXXX XXXX XXXX XXXX ( the lawyer who will represent them in the transaction ). However, I was advised by the XXXX XXXX XXXX XXXX XXXX XXXX that the bank has provided only the stock certificate but not the lease which the bank had lost. I checked with the XXXX today ( XX/XX/21 ) and they informed me that neither the bank nor the XXXX XXXX XXXX XXXX XXXX XXXX has contacted them to replace the document lost by the bank. I'm still unable to proceed with the refinancing and moving the mortgage to another bank. Not only NewRez still hasn't provided all documents that were needed, but it has also submitted false information in the response to my earlier complaint.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 11561
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I initiated the refinance loan with NewRez Loan # XXXX for the property located on XXXX XXXX XXXX XXXX, XXXX CA XXXX with loan officer Mr. XXXX XXXX ph # XXXX NMLS # XXXX. I uploaded some of the documents on their website page approximately 4 of the task, the rest of the task I sent them to Mr. XXXX via email 1 ) check stubs on XX/XX/XXXX XXXX ) 1040 income tax returns on XX/XX/XXXX XXXX ) XXXX 's taxes pdf on XX/XX/XXXX After sending him all documents I called him and he verified he received everything, he charged {$600.00} on my visa card for the appraisal. On XX/XX/XXXX I received an email from NewRez with the appraisal report on XX/XX/XXXX I emailed Mr. XXXX asking him how much longer to complete the loan? Because every time I checked the status will say underwriting. He replied by saying it takes 6-8 weeks for the underwriting process, a processor should be assigned to your file soon. There is nothing alarming regarding your file so we are still in great shape. On XX/XX/XXXX the loan became inactive and I tried to get ahold of Mr. XXXX but he was not available or returned any of my messages. On XX/XX/XXXX I called NewRez I spoke with XXXX XXXX and he tried to transfer my call to XXXX but he was not available I asked him to transfer me with a manager and Mr XXXX XXXX said he was not allowed to transfer calls nor to give any email addresses for any managers. Shortly after I received a termination loan letter stating '' CREDIT APPLICATION INCOMPLETE ".
Company Response:
State: CA
Zip: 90723
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage returned my XX/XX/XXXX payment because I was in the arrears and was not in a payment plan. XXXX XXXX, XXXX, I documented by emailing Shellpoint that I had be diagnosed with an XXXX XXXX and XXXX and due to covid able to return to work. I requested a mortgage modification and provided completed documentation. On XXXX XXXX, XXXX, Shellpoint acknowledged receipt of complete documents required for the mortgage modification. It has been over 30 days since XXXX XXXX, XXXX, and Shellpoint has not provided a trial mortgage modification. Below is the email of the completed documents submitted XXXX, XXXX. " XXXX XXXX XXXX Attachments XX/XX/XXXX, XXXX XXXX to XXXX, XXXX, XXXX XX/XX/XXXX Via Email XXXX XXXX XXXX XXXX XXXX, Single Point of Contact Dear Shellpoint : On XX/XX/XXXX I sent the email below. Then, Shellpoint mailed two letters dated XX/XX/XXXX. Attached Exhibit A was actually mailed on or about XX/XX/XXXX. However, the letter marked exhibit B, was backdated and not received until XX/XX/XXXX. These competing letters are confusing because per Letter- Exhibit A, no additional information was necessary. Thus, in accordance with flex mod ref guide I would have been extended a flex modification because Shellpoint alleges that I am 180 days behind in payments. Though this allegation is disputed, being 60 days behind in part because Shellpoint returned my payment in XXXX stating there was no payment plan in place, despite the fact I had previously asked for a forbearance due to Covid 19. Since Exhibit B, was not mailed until later and received until XX/XX/XXXX, the 30 days to submit all documents should not expire until XX/XX/XXXX, if Shellpoint asserts it did not receive a required document. In my Mortgage Assistance Application, the type of hardships that correspond to the checked boxes are as follows : Hardship Required Documentation Reduction in Income No documentation required Disaster ( Covid-19 pandemic ) Not required Long-term or permanent XXXX, Written statement from the borrower, or other or serious illness of a borrower/ documents verifying XXXX illness co-borrower or dependent family member Note : Detailed medical information is not not required, and information from a medical provider is not required. Divorce or legal separation Final divorce decree or final separation agreement OR Recorded quitclaim deed Monthly Total Borrower Income Type Other Child Support Two most recent bank statements showing receipt of income OR Other documentation showing the amount and frequency of income In Exhibit B, Shellpoint requested : -Signed Mortgage Assistance Application ( Attached ) -Signed and dated IRS 4506-T ( Attached with preprinted Shellpoint 3rd party address ). -Copy of most recent bank statements. ( Even though the application does not require such per the application because there is no income to verify, I have attached the last two XXXX bank statements with all pages have been attached. The XXXX statement ending XXXX XXXX, XXXX ; and the XXXX Statement ending XXXX XXXX, XXXX. Both statements are within 90 days ). The last two child support statements ending for XXXX XXXX and XXXX XXXX are attached. -Copy of homeowners association dues for the current year, which is not required per form 710. I noted on the Mortgage Assistance Application that there is not a valid document at this time. I was diagnosed with a XXXX XXXX XXXX XXXX in XXXX. The discovery phrase of the diagnosis and the severe risk of Covid complications has caused me not to be able to return to my teaching job until it is safe due to Covid 19. 10 Attachments ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We tried refinance our duplex - rental property. We were told 3.5 % with half an point verbally as I wrote down when I first call.. We started the loan process, it stared with2 %, then 2.75 %, 3 % ... The original estimate closing date was XX/XX/XXXX, then XX/XX/XXXX. then XX/XX/XXXX We start the loan process at end of XX/XX/XXXX, as of today we still have not yet close the refinance, and the discount points keep going up? and the closing cost keep going up. I tried to contact and email the loan officer, I basically got ignored and receive no response from ... So Here I am filing Mortgage consumer complaint..
Company Response:
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX reported me late time after time. I missed one covid payment and was always current and they kept reporting me late. Now i can no longer get a refinance, i am totally current
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan that is serviced with Shellpoint Servicing, and the initiating loan company was XXXX XXXX XXXX in XXXX XXXX. When I call Shellpoint, the representatives tell me I have a commercial loan product and they will need to transfer me. They transfer me to a voicemail message that never returns my call. Also, their website does not function on the computer regardless of browser, and I have reported it to the company many times and they say they are working on it with no resolution. I recently found out that my property taxes are late. Not only are they past due but they are delinquent. When I purchased this property over XXXX dollars was collected for impounds. I have made my full payment each month on this loan, with the requirement of an escrow account, I have paid for taxes and insurance with my monthly payment to Shellpoint. There is no reason my taxes should be late or delinquent other than Shellpoint not managing my escrow account properly. I need help resolving this issue as I can not get ahold of anyone to help me at the company. Also fees have been accessed by the county for late taxes of which I should not be responsible for. Please help me get this cleared up. I have made all my mortgage payments on time with escrow payment, and now have tax consequences for the servicer 's errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 922XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A