Date Received: 2021-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I called Shellpoint financial to make my mortgage payment. When attempting to make this payment I was told that my monthly payment was {$560.00} because my account went into escrow related to Shellpoint receiving my proof of insurance late. The receptionist told me that it would take at lease a month to correct this. I have spoke with Shellpoint a month ago to this date about the same matter. Also the receptionist told me that I had to send in a letter stating that I didn't want an escrow account. When I purchase my home I did not sign a contract for an escrow account. Since this company took over my loan I've been having problems. I had my home for 23 year and I never missed a payment. My payments should be {$440.00} every month it been this rate for 23year without any problems. This is the second complaint that I have put in for Shellpoint sending my account to escrow. I have no lapse in my insurance and I do not have a escrow account. I will be making my payment when this matter is resolve with NO LATE CHARGES!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX A payment was made in the amount of {$300.00}. Spoke with XXXX XXXX. I requested that {$260.00} escrow shortage be paid off and the {$30.00} balance be added to the current escrow balance. My mortgage payment should now be {$740.00}. Mortgage payment currently shows {$810.00}. Shellpoint Mortgage has not applied the escrow shortage payment as I have requested and paid on XXXX. On the website, Shellpoint Mortgage has not corrected the monthly mortgage payment and continues to show monthly mortgage payment {$810.00}. Escrow balance currently shows {$1200.00}. Please verify this information with the recording of call to Shellpoint Mortgage. Shellpoint Mortgage has not supplied accurate information and made no mention of the request to apply the XXXX payment to pay off escrow shortage that can be verified in the recorded conversation with the Shellpoint representative, XXXX XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested to be put on a Covid forbearance plan in XX/XX/2020 via phone call and the company agreed to under the CARES ACT. Up until that point, I was on automatic payments. Shellpoint stopped the automatic payments as they were putting me on this plan. This was done as I was on the phone with them. There should be a recording of this call. I realized in XX/XX/2020 that Shellpoint never put me on the plan because I checked my credit and the score dropped. I immediately called back and they admitted no wrongdoing and failed to rectify the situation. I got the forbearance plan instated and it has been active from XX/XX/2020. I then tried many times to speak with my point of contact XXXX XXXX XXXX with no success. Also, they sent me a letter saying they determined an error did not occur. They did not provide any proof of this and have not provided me a recording of our conversation from XX/XX/2020 which would prove my setting up the forbearance and Shellpoint not following through.
Company Response:
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: For the past 20 yrs I've been paying on this lemon called a mobile home. 20 yrs. Now i done paid the mortgage and then some they still sending letters not statements saying i owe monthly note of such and such. Then the next month they would say i don't owe anything. Then the next month they'll say i owe this. They'll send people in my yard or stand in front my home or go on the next lane and take pictures of my home to intimidate me. I've been stressed and depressed enough with this trailer company. Not only is they doing dirt they doing the most dirty work when we first got the mobile home XXXX XXXX came to my apartment to sign papers cause my dad was too sick to leave the home my dad was on his death bed i literally had to hold his hand to sign the paper, the trailer is in my dad name who died 3 months prior to moving in here not only that. The trailer people switched the trailer behind our backs saying my dad and i had too much money combined to get the mobile home i picked out. I had picked out an older cheaper model but they changed it without our consent. As they was setting the trailer on the property i was told they need XXXX to finish setting up. Money had to come out my pocket. Over the years I've been assaulted, insulted and intimidate by these trailer people. Whom refuse to give me the title for this mobile home. They also changed their company name over and over from XXXX XXXX to greentree to ditech now shellpoint in order for me to keep sending money saying this company did not receive payment or that company did not receive payments can you please help me. I'm tired, I'm tired of being ripped of. I am XXXX so if you have to contact me please contact me at this email XXXX these people also changed the account number numerous times
Company Response: Company believes the complaint is the result of a misunderstanding
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, my wife XXXX and I executed a mortgage to purchase our first home. For the last few years the servicer has been New Rez d/b/a Shellpoint. We recently refinanced, and on XX/XX/XXXX, the mortgage serviced by New Rez was paid in full. At the time of the payoff, the balance in the escrow account was {$5100.00}. By letter dated XX/XX/XXXX, New Rez provided an account history confirming the above escrow balance and stating that " the escrow balance of {$5100.00} and the unapplied fund balance of {$98.00} will be refunded to you in 20 business days of the paid in full date. '' Together these amounts total {$5200.00}. I have attached the letter and account history. On XX/XX/XXXX, we received a check from New Rez dated XX/XX/XXXX in the amount of {$3700.00} without further explanation. That's {$1400.00} less than the amount required to be refunded under 12 U.S.C. 2605 ( g ). I have attached the refund check dated XX/XX/XXXX. On XX/XX/XXXX, I called New Rez to notify them of the error and demand that it be fixed immediately. The representative ( XXXX XXXX ) spoke with a supervisor and informed me that New Rez made a PMI payment of {$490.00} on XX/XX/XXXX - well after the loan was paid in full. ( {$490.00} is equal to 3x the monthly PMI premium of {$160.00}. ) Accordingly, XXXX XXXX stated that we should expect to receive a second refund check in the amount of {$990.00} XXXX $ XXXX {$490.00} XXXX within XXXX business days. New Rez erred in advancing funds for PMI after the loan was paid in full. If, as New Rez contends, the {$490.00} for PMI was due since the beginning of the loan, it had an obligation to pay those amounts promptly and adjust the escrow account accordingly. In the more than six years since origination of the loan, New Rez failed to do so, in violation of applicable law. Moreover, even if it was proper for New Rez to make the payment of {$490.00} for PMI after the loan was paid in full, New Rez erred in failing to refund the amounts remaining in the escrow account at the time the loan was paid in full, in violation of applicable law. We appreciate your help in rectifying this situation and holding New Rez responsible for unfairly and illegally withholding funds which they were required to promptly return to us upon payoff.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For 3 years, after refinancing with/Shell Point Mortgage there has been a reoccurring problem with our mortgage 1st, my insurance was canceled due to lack of payment from NewRez. They claimed they didnt have my insurance information to send payment. My question to them was, how could you not have it? The insurance company was willing to rewrite the policy. Cool no problem except it was {$770.00} more then my previous policy. No help from NewRez or XXXX XXXX, so I declined them and found a new insurance company XXXX, rather then pay {$770.00} more. Finally, after several days of back and forth and several hours on the phone I got coverage!! Everything good right? NO! I received a refund check from XXXX, I called NewRez and they advised me to send the check to the escrow Dept and have it deposited into my escrow account. We did that. Sent {$950.00} check to escrow department and added on check as advised, for escrow deposit only. Low and behold, they applied it to our principal instead which leads up to a continuous problem, they have also made 3 disbursement in the last 12 months to the insurance company and 4 in the last 16 months. XX/XX/XXXX {$250.00}, XX/XX/XXXX {$1400.00}, XX/XX/XXXX {$2200.00}, and XX/XX/XXXX XXXX, according to online records. I can not get a clear answer as to why? We were looking into refinancing again and pulling money out so we was checking our credit scores and my wifes had dropped XXXX points because of late payments, we checked our account and the payments had cleared on time. We contacted NewRez. After speaking with 3 different customer service people and being put on hold and then being cut off and after 2 hours on the phone we find out about the disbursements, I was promised a call back with progress, after 5 days and no call back, I called them again and again ( every time I call or speak to someone I have to start all over again what my issue is. EVERYTIME! ) after being on hold several times, and being cut off again and having to call back, I start over again. Like before, no answers, no response or call back and no resolution. Today, XX/XX/XXXX I called back again after reviewing our online account that is was finally able to log onto and it all comes to light. I again called NewRez and got a supervisor/manager and was informed by her that the email I sent last night was a formal complaint ( I sent one to customer advocacy at NewRez ) and thats all my filed showed as complaints. I told her about all the people Ive spoked with, all the calls and all the hours I have spent on the phone and all the details, she informed me that noting was noted on my account nor was there any complaint. This floored me! I even asked did these people misrepresented ( lied ) to me and again she said the was the only complaint. WOW! I requested Immediate attention and Resolution and it should be Expedited. She said she would personally keep me informed. I asked for her direct number and she gave me her extension. Since then I have been able to find and uncover after, get this ; getting a call back that I tried to call back several times after getting cut off through this process. We both looked at my account and found several errors aside from the disbursements, I was charged for not having insurance during the time they failed to pay my original insurance. It was my understanding and was told, I wouldnt be charged for that insurance. That was the payment made on XX/XX/XXXX for {$1400.00} that I mentioned above. Also on XX/XX/XXXX a surplus disbursements and a check was mailed to me ( I never received it thus enforcing the fact that I havent been receiving notices or letters from them even though I have always been on electronic and paper notices ) and also that the check was voided 60 days later. I have had several conversations with several, several different people and been told so many different things, been promised just to be let down again and again. Accessed late charges, even though every payment has been in time and now because of all this my mortgage payments have been inflated from {$1100.00} to over {$1700.00} a month. Roughly a {$570.00} increase. This is unheard of! Never in my life after being in several different mortgages in my life have I ever experienced such frustration! Please can we get some help and have my entire mortgage audited including our escrow account! Something has to be done!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: About a year ago NewRez misapplied one of my payments. It took weekly calls for about 2 months to get them to realize the issue was on their end, fix the payment issues and remove the late fees. Now I am trying to refinance my loan and have discovered that I also have late payments on my credit report related to this issue. I have been attempting to get NewRez to fix the late payments on my credit reports with the credit bureaus for over a month. Thus far, I have gotten no useful information from NewRez Customer Support during any of my repeated calls to fix my credit report. Many times the responses have been contradictory to information I have been given in previous calls. In my most recent attempt, New Rez Customer Service told me I need to speak with Loan Servicing but Loan Servicing does not have a phone and will not contact me. ( I know, right? ). I had been told in previous calls that my issue was being worked and was in a pending state. When I asked what the case/ticket/reference number for my issue was I told there was no tracking number that I could refer to ( not like it matters, I guess, since I can not contact loan servicing and they will not contact me ). Other than having the misfortune of having NewRez purchase my loan, I have done nothing wrong but I have wasted numerous hours trying to get NewRez to fix their own internal issues. Now I am also wasting money waiting for NewRez to fix my credit score so I can refinance the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55345
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: So that was XXXX Escrow Shortage Issue ... ... NOW for XXXX Escrow Shortage Statement " Please pay this amount in order to keep your Mortgage Payment amount at the current level ( which I had disputed ; see below ) they sent coupon,,,,,, I paid ... ... ... ... .they raised Mortgage Payment Amount AGAIN! Shellpoint Mortgage Servicing Loan # XXXX XXXX received Annual Escrow Assessment Statement that indicated shortage of { {$290.00} }, that statement included a coupon specifically to pay this shortage in full in order to keep my monthly payment at { {$540.00} }. I used that coupon and remitted { {$300.00} } on XXXX. They acknowledge receipt on XXXX, but billed { {$560.00} } for XXXX I have asked that that fee be removed several time but they keep saying they are " looking into this complicated matter '' XXXX correspondence saying " your current payment amount is { {$540.00} } '' XXXX correspondence now says although they credited my Escrow Shortage payment XXXX they " can take up to 2 billing cycles to " re-analyse '' and in the meantime they expect payment of { {$560.00} }! Nowhere on the original communication does it indicate that paying the Escrow Shortage ( clearly to maintain lower mortgage amount ) with their coupon, by their imposed due date, is giving them funds to hold for 2 billing cycles to " re-analyse ''. Allowing them to charge unearned " Fees/Charges '' Please see attached Company information Date complaint sent to company XX/XX/XXXX Company name Shellpoint Partners , LLC Timely response? Yes Company response to consumer Closed with explanation
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In our complaint submitted on XX/XX/XXXX ( Complaint ID : XXXX ) to the CFPB in regards to our mortgage servicer NewRez dba Shellpoint Mortgage-we requested all the loan and escrow accounting records from the origination of this loan in XXXX to present day. In this response to our complaint, the failed to provide the requested loan accounting records from XXXX to present day-which needed to include how every XXXX of every payment as been applied to our principal, interest, taxes and insurance from every servicer that as ever survived the loan since its origination in XXXX to present day. We have asked multiple times for the entire loan accounting history from XXXX to present day, one of which was during a phone call that is recorded. Please see NewRez 's response to our complaint filed on XX/XX/XXXX, XXXX where they failed to provide all loan accounting records which show how every pennny from every panymen has been applied to the principal, interest, taxes and insurance from the origination or the loan in XXXX to present which needed to include all of the servicers that have ever serviced the loan from XXXX to present day. As NewrRez failed to provide these documents that we requested in our previous complaint are asking again for all loan accounting record documents that show how every XXXX from every payment has been applied to the principal, interest, taxes and insurance from origination of the loan in XXXX to present day, from every single servicer that has serviced the loan from it's origination in XXXX to present day.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have sent the payments on time and the company holds the payments until they decide they are going to process three payments at once. This has for late payments on my credit report. I have sent this information to them and this has not been corrected. They now have collected 1000s in additional fees and charges. This is my third complaint and I still do not have this corrected and have the paperwork on the certified checks from XXXX XXXX XXXX to show that these check went out each month. Then they show me late.
Company Response: Company believes the complaint is the result of a misunderstanding
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A