Date Received: 2021-01-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: see the timeline of numerous phone calls with a company called NewRez LLC / dba Shellpoint mortgage trying to resolve a incorrect legal description on a deed of trust : XXXX : XXXX called Shellpoint Mortgage for their assistance and they told us they could not do anything without the corrective Deeds being recorded and the customers authorization. We obtained both and send on XX/XX/XXXX. XX/XX/XXXX, faxed all the required information in to XXXX with incorrect legal, correct legal and a copy of all the recorded documents XXXX XXXX, and corrective XXXX and XXXX ), and have customers authorization to allow us to discuss this issue with Shellpoint. We are a title insurance agent attempting to resolve the incorrect legal description for a customer. XX/XX/XXXX I also e-mailed it to XXXX, I received an email from Shellpoint Mortgage saying they received it and someone would contact me back. XXXX called to follow up. Talked to Specialist XXXX XXXX. Was told it would take 3-5 Business days and they would have a resolution. Told to call back XX/XX/XXXX XX/XX/XXXX called and talked to XXXX XXXX in Collections. She said she would get it taken care of, but that they never receive the documents we sent on XX/XX/XXXX, so I resent them ( see e-mail confirmation ). She told me to call back within 24 hours to get it completed. XX/XX/XXXX, talked to XXXX XXXX XXXX with Tier 2, she told me it was in process and was to be completed by XX/XX/XXXX. They were preparing the Corrective Deed of Trust to send to the customer. She indicated a letter had already been sent to the customer indicating the issue would be resolved. She also told me that they did receive the documents on XX/XX/XXXX and they are in their system. I was told it was not complete yet, but to call back Tuesday, XX/XX/XXXX. XX/XX/XXXX, talked to XXXX XXXX and she said it was not complete, to call back tomorrow. XX/XX/XXXX, talked to XXXX XXXX, she said all my previous tasks had been cancelled due to lack of information. She said she needs to e-mail me the Note so I can verify some information on it, but she could not tell me what information I needed to verify. She could not tell me what information was missing from my requests or why the tasks were cancelled, but she said she re-submitted the request for me. She said the new date for it to be completed is XX/XX/XXXX and I have to call back then. Additionally, every time I call, I am told that I have to call back to get it worked on, they do not work on it until I call. They do not respond or help in any way to resolve a critical problem for a customer that needs the legal description corrected with a corrective deed of trust that they need to record properly and a lien release completed on the old deed of trust for property at XXXX XXXX XXXX XXXX, XXXX, MO XXXX, account oan number is XXXX. Shellpoint phone number is XXXX. XXXX XXXX, a closer for my title insurance company, is the one dealing with the correspondence above and she can not get them to take any action, they don't return phone calls, they have a different person work on it every time we call for status, they delete historical phone calls and data we send them. I have a second complaint I am sending similar to this one that will illustrate how poor of a job they do getting issues resolved for customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I was furloughed due to COVID19, I filed for unemployment. I called Shellpoint Mortgage but the wait time is over 30 mins and no answer. I went online to submit the requests for assistance. I received letter requesting documentation on XX/XX/XXXX. I tried to call on several occasions, however wait times are crazy and online is not detailed nor provides updates. I finally spoke to someone XX/XX/XXXX they asked me to send in documents, so I did. I was advised today XX/XX/XXXX that the forbearance ( credit and late fees protection ) does not include XXXX or XX/XX/XXXX, only XXXX, XXXX, and XXXX. My hardship started in XXXX, however my first payment missed was in XX/XX/XXXX, and the forbearance does not cover XXXX at all, which is ridiculous and does not make sense. I started working as of XX/XX/XXXX and have started making payments. I reached out to get updates and XXXX in Loss Mit said she will review for deferment for XXXX and XXXX payments but the forbearance is only for XXXX, XXXX, and XXXX. The forbearance period should cover the time in which the hardship began and the hardship letter and all documents provided indicate my hardship started when I lost my job, and thus missed the XX/XX/XXXX payment. This needs to be rectified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home in XXXX with PMI payments. At time of refiance the appraised value was {$300000.00}, loan amount of {$250000.00} ; current outstanding balance is {$220000.00}. I spoke with representative from NewRez Finance who is handling my mortgage to remove my PMI. I was told that I could not remove my PMI unless I refinanced with 20 % down payment and less than 80 % ltv. He stated that after XXXX, the law changed. I would have had to put down 20 % and be below 80 %. Otherwise, I am stuck with paying PMI until I refi with 20 % down and less than 80 % .Therefore, I can not remove PMI for the duration of my mortgage. How can this be possible? Please advise
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95356
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I submitted a pay off offer on my loan with Shellpoint Mortgage Company 2 months or longer ago and have never gotten any kind of response. I can not move forward until I hear from them. When I call I get nothing but the run around.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82801
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced with NewRez/Shellpoint Mortgage and told them up front that I did not want my homeowners insurance premiums escrowed. They told me this would not be a problem. When my first payment came due, I saw that homeowners insurance was still being escrowed. I called to have this corrected. They told me it would be fixed. It wasn't. I called back ... waited over an hour on hold. Was told it would get fixed. It didn't. This happened 4 more times. Then they told me I needed to submit proof of payment of my homeowners insurance. I submitted proof that the policy was paid for the next 11 1/2 months. They never got back to me. I called again to find out what was going on. They said they rejected the request. They never notified me that the request was rejected. I call to find out what's going on and then they say that they can't remove the escrow and will not remove it. So, after about 5 hours of my time and effort, they can't even correct the mistake that they made on the front end of my refinance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: 06810
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been doing a loan refinance since XX/XX/2020. No one will call us back with the status of our loan. They cant tell us how much longer this will take. Ive called the supervisor with no call back.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is refusing to review and grant me a loan modification. I have no active sale date. I was in a prior bankrucpy but the payments are not affordable. I personally believe Shellpoint is doing this because they know I have equity in my home. I owed about {$140000.00} on my mortgage and my home is worth about {$270000.00}. On XX/XX/2020 Shellpoint stated that I was not eligible because I already applied too many times for a loan modification, although none were ever approved. They also stated they dont have details of each application. There is no federal law or guideline that limits the amount of applications I am allowed to submit. My income is more than enough to qualify for a loan modification and what is being done to me in the time of this pandemic is extremely unfair and prejudicial and is only being done because Shellpoint knows there is equity in my home and they can get the entire loan balance at a foreclosure sale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07011
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage company incorrectly increased my monthly premium by almost {$400.00} as a result of having incorrect information about my insurance and being double-billed for taxes. This was identified in Spring of 2020 and I immediately notified NewRez. For the next 7 ( SEVEN ) months, I called New Rez to get them to assess my mortgage for errors. Call after call, I was transferred every month to a new representative, a new supervisor, or a new team lead. It took me calling my finance friend to get on the phone with New Rez and demand answers. He gave me this website to formally complain about New Rez and the runaround I have been getting. My mortgage amount is still almost {$400.00} over the correct price, with no resolution in sight.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55044
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After my mortgage was changed to a new servicer, NewRez ( also Shellpoint Mortgage ) the new servicer raised their fees to an excessive degree. While certain fees went from {$0.00} to {$100.00}, others went from {$0.00} to {$2000.00} and in the most extreme case a fee went from {$30.00} to {$35000.00}. As someone who never chose to do business with this company, these fee changes are a way to hold customers hostage, especially as some that were XXXX, are now required when paying off your loan as are other activities related to refinance and ending your relationship with this loan servicer.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 Shellpoint took over my mortgage payments from Deitch ( Greentree ). At that point I had already submitted a request from Deitch for my payment records because I had realized there is a large balance due which should not be because my signed original contract ending on XX/XX/2020. I have contacted Shellpoint numerous times both by phone and email asking them to correct this, with no response. At that point I started investigating this and discovered Greentree had been sued by both the Federal trade commission and the Consumer Financial Protection Bureau for numerous illegal transactions. There fore I have ran out of time because my signed contract for 300 payments have been completed in XXXX of XXXX With no attempt from Shellpoint to correct this matter, I contacted the State of Kansas Office of Attorney General for assistance. They have been working on this with no avail also.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A