Date Received: 2021-02-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Please see complaint XXXX submitted on XX/XX/XXXX for historical data. I am attempting to refinance and the new lender informed me that the mortgage was not reported on my credit report. I contacted ShellPoint numerous times for resolution. They sent me a notice on XX/XX/XXXX that the error had been corrected. I verified with 2 of the CCB 's that the loan was now reflected on my credit report. In continuing with the Re-Fi I am now told that ShellPoint will NOT release the payoff information because I am not on the loan - yet they are reporting the loan on my credit report. I signed all of the documents at closing. The home is titled to : XXXX XXXX AND XXXX XXXX, Husband and Wife, AND XXXX XXXX, UNMARRIED, AS JOINT TENANTS WITH RIGHT OF SURVIVORSHIP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I been unemployment since XXXX I ask shellpoint morgage to please put the amount past due to the end of the loan they replied they can only put 3monts and that I need to pay at least {$5000.00} that I dont have and still my payment is going to be {$2000.00} a month please help me my mom is a senior citizen on {$550.00} a month I'm still unemployed now to make it worse my unemployment beneftscare on hold since mid XXXX please help ous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33018
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This XXXX company can not remove forbearance status from my account even though I have asked these incompetent employees to fix this issues. I dont understand why is it so difficult to make my account in normal status. It is no longer in forbearance so why it showing this on their website. I can not even make a reoccurring payment because of this. Please fix this immediately or I will take legal steps and did a way to hold you accountable legally for my troubles.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06053
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced in XX/XX/XXXX, 1st pymt being XX/XX/XXXX. I was escrowed for property taxes and insurance, total monthly towards escrows being {$660.00} ( {$550.00} for taxes and {$100.00} for insurance ). First and foremost, I registered for automatic debit ( ACH ) on XX/XX/XXXX and on XX/XX/XXXX I received email acknowledging receipt of the ACH form for auto debit setup. On XX/XX/XXXX I sent email confirming the setup but was advised that servicing co ( XXXX ) required 5 bus days to setup ACH and since there was not enough time to do so prior to the XX/XX/XXXX payment being due, I had to make the XX/XX/XXXX payment and once it was received, XXXX would setup ACH for the account for the XX/XX/XXXX payment. Hence, I made the XX/XX/XXXX payment over the phone. On XX/XX/XXXX I wrote to lender advising the XX/XX/XXXX had not been debited from my account. I also called the same day and I was told no late fees would be assessed for 60 days of the account being transferred. I did not receive a response to my XX/XX/XXXX email until XX/XX/XXXX and it to tell me that the loan was going to be transferred on XX/XX/XXXX and therefore the ACH could not be set up. I was erroneously charged a late fee of {$200.00}, which I was told would be waived, but to date, nearly a year later, it has not been waived. I immediately set up ACH with new service, Shellpoint, starting with XX/XX/XXXX payment as I made the XX/XX/XXXX payment online. I have made all my payments since the inception of the loan, including the most recent XX/XX/XXXX payment. In XXXX I noticed that the servicer had not paid the real estate property taxes, for which I was escrowed and I called so they could make the payments. I was told they were going to put in request. In XX/XX/XXXX I checked again and the XXXX real estate property taxes still had not been paid and at this point it is costing me money, as a 4 % discount is given when they are paid in XXXX. I called lender again on XX/XX/XXXX and advised they still had not paid the property taxes and I explained my concern that I was now being damaged. I was told by XXXX XXXX that Shellpoint ( XXXX co ) would pay any late fees. On XX/XX/XXXX, I went online to check if the taxes had been paid and it showed that they had been paid in the amount of {$5300.00} on XX/XX/XXXX. When I logged into my account at Shellpoint website to check on my account, I see that servicer issued another payment of {$5400.00} to the tax collector, now putting my escrow account balance in a negative amount, which is incorrect. Along those lines, I calculated how much I was supposed to have in my escrow account with Shellpoint as of end of XX/XX/XXXX, after having made the XX/XX/XXXX payment, and it was supposed to be approx {$10000.00}, minus the prop taxes payment of {$5200.00} ( if pd in XX/XX/XXXX ) and ins prem of approx {$1200.00}, for a total of approx. {$3800.00} by end of XXXX XXXX. Yet, according to the XX/XX/XXXX mortgage statement, which I just received, I have a - {$460.00} in my escrow account with Shellpoint Mortgage Servicing. AND, as if it could not get any worse, I received a letter from Shellpoint dated XX/XX/XXXX, stating that their records show that my hazard insurance expired, which means they failed to make the required insurance premium payment, as again, they collect escrow payment for taxes AND insurance. Finally, because of the escrow shortage they erroneously have in their system, the XX/XX/XXXX mortgage statement says my mortgage payment will go up to {$2800.00} starting XX/XX/XXXX because of the incorrect escrow shortage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: When applying for a refinance mortgage, I found that I had an adverse account listed as Shellpoint Mortgage. I knew that I had never been late with my mortgage payments and never heard of nor was contacted by Shellpoint. I called on XX/XX/XXXX and was advised that the account was referred to them, but had a XXXX balance listed when it was received and that it never had an amount due. I was advised that the account was attached to the home I sold in XXXX of XXXX. Ditech, the mortgage company, was paid in full at closing. I was told that Shellpoint would remove the account from credit reporting and that it could take up to 30 days. I also received an email of a printout from their system indicating what I was told. I called to follow up on XX/XX/XXXX and was told that the first person opened the wrong ticket and that I would have to write in to make this request. After some pushing back on my part, I was told that a Team Leader, XXXX XXXX, would put the request in today. I will be writing the letter they say I need to send them asking them to fix their mistake as well, but was told that I should send it certified because they are behind on mail and I can't assume they received it! It is beyond me how a XXXX balance can reported to a collection agency in the first place. However, it happened. The response received from them is just not acceptable. Any assistance you can provide in expediting this would be greatly appreciated. I will also be writing the XXXX in hopes that others will not go through this with Shellpoint in the future.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I live in the XXXX floor of a XXXX story residential building that is actually located in a flood zone. My mortgage lender is threatening to impose a lender imposed supplemental flood insurance policy since the condo association master policy allegedly does not suffice needed coverage. XXXX XXXX covers a little over XXXX K per unit and they are requiring XXXX XXXX I really think is abusive and even stupid to require that I pay for extra flood insurance when in fact I live in the XXXX floor. It will require a tsunami to hit XXXX in order for my unit to get flooded. I believe this is an abusive practice and I feel that consumer need to be protected against it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We initiated an application to refinance our mortgage with NewRez, the holder of our current mortgage, on XXXX XX/XX/2020. Nearly six months later our application has not been approved. We receive repeated requests to submit information we have submitted multiple times before and that NewRez has acknowledged receiving. So our application drags on month after month, and we pay interest that we would not have had to pay if our application had been approved in a timely manner. Our loan officer s have frequently not responded to phone calls or emails.
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent a payment of {$1000.00} on XX/XX/XXXX towards my mortgage principal via a 3 day wire transfer from my XXXX XXXX XXXX account. My mortgage company is NewRez LLC. The payment was estimated to be received on XX/XX/XXXX. I have a confirmation from XXXX XXXX XXXX that the payment was successfully transferred. I have also contacted NewRez several times and sent them the screenshot of my wire transfer confirmation twice. However they have no clue what is going on in their system and have not provided any satisfactory answer as of today XX/XX/XXXX. I have also confirmed and re-confirmed the wire transfer information to make sure the account numbers are correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez XXXX ShellPoint is engaging in predatory lending practices. They have failed to pay our property tax, failed to pay our insurance, failed to pay the tax penalties we were assessed, and failed to properly balance our escrow account. They did finally send a check a couple months late for overage in the account but when deposited it was returned as not authorized so now I have a bank charge to pay as well. The issue is no one at the company has any competence to discuss and resolve the situation. We have made numerous calls, sent numerous emails all without a resolution. NewRez will not take ownership of their poor performance. It is ridiculous that I must search out legal council to address my issues. I previously submitted a report which accomplish nothing. There should be oversight from the CFPB, not just letters nobody reads and no action is taken. The real issue is there are thousands of people with the same issues I am having. ShellPoint has the most complaints of anyone. Why are mortgage servicers not held to the same standard expected of the consumer. This quite frankly is unacceptable as requires much more colorful language than is present in this complaint. This company should be immediately taken over by the government and closed.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OH
Zip: 43065
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX I made an online payment of XXXX to NewRez/Shellpoint for my XXXX Mortgage payment. On XX/XX/XXXX, I received a letter from NewRez indicating that the payment was returned by my financial institution. The evening of XX/XX/XXXX, I contacted NewRez via telephone and advised them that the payment was not returned and that the monies were debited from my account on XX/XX/XXXX. Both customer reps that I spoke with stated ( 1 ) that the payment was returned 'Account Closed ' and ( 2 ) I needed to email the loan servicing department to resolve the issue. After hanging up from the call with customer service on XX/XX/XXXX, I emailed the loan servicing department advising them that the payment was not returned, as the account is still open and active. Attached to the email was the bank printout showing the funds were debited by NewRez on XX/XX/XXXX. As a follow up to my email and conversation with the customer service reps on XX/XX/XXXX, the morning of XX/XX/XXXX, I contacted XXXX XXXX 's ACH department to verify that the funds were not returned at which time I was advised that on XX/XX/XXXX they had system issues and erroneously notified banks that accounts were closed and/or had insufficient funds, however the funds were debited from the account and not returned. The banks branch manager then assured me that the NewRez had already been contacted regarding their system issue on XX/XX/XXXX. As a follow up to my conversation with the XXXX XXXX where the mortgage payment was successfully debited from my account, on XX/XX/XXXX, I emailed NewRez again notifying them of the bank error. Additionally, NewRez was provided the bank managers contact information and notified that per the bank manager that as a mortgage originator, NewRez had already been contacted regarding the error. On XX/XX/XXXX NewRez was once again contacted regarding the bank error at which time I was notified that they were aware of the issue and that it was resolved. Additionally, I was told that my XXXX payment had not been received. After I kept questioning the rep and provided a specific date ( XX/XX/XXXX ) that the payment was debited from my account and posted online to their system, she admitted that the payment was in fact received. Thinking that the issue was resolved related to XXXX payment, where once again the monies debited from my account and not returned ... .. I went online XX/XX/XXXX to make XXXX XXXX payment at which time the system indicated that the account is in forbearance and that payments are not acceptable. I did not request a forbearance and have been making all payments. Please help. Not sure why NewRez is not posting/processing my payments.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A