Date Received: 2021-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received a letter in the mail in late XXXX or Early XXXX alerting us that our Escrow account had about a {$5000.00} deficit and that our mortgage payment would be increasing if we did not pay the amount in full. I called XXXX XXXX immediately to see what had happened as we had never missed a payment nor had we seen any significant increases in taxes. In doing their research they were able to find where they had sent out my tax payment twice. I was informed then that it would take 60 days but they would have my account sorted out by the first of the year and that the increased payment wouldn't be effective. I had to call in the months of XXXX and XXXX to make my payment as the online and automated systems were requiring me to pay the increased amount. Each time I was told they escalated the situation to get it resolved and it should be done within 48 hours. My mortgage payment went from {$1300.00} to {$2200.00}. A MONTHLY increase of {$900.00} due to their error. XXXX comes around and I call every other day to get this resolved as we are now passed the 60 days I was initially told and I am concerned about this still not being resolved after multiple attempts. I was advised that if I make the lower payment that my mortgage was originally at it may get reported as a partial and not full payment. They advised me to wait to see if the payment gets fixed before the XXXX of XXXX where it would then be considered late. XX/XX/XXXX arrives and they have now " fixed '' my payment to {$1400.00}. Which is still an increase of {$110.00}. We make the payment as to not get a late fee or have a negative impact on our credit. I called to determine why my payment had increased {$110.00} a month as this is another {$1300.00} a year yet my taxes actually went down for XXXX verses XXXX. They explain to me that even though they made errors on my account months ago that they have me scheduled for my yearly escrow analysis in XXXX and the would look at adjusting my payment accordingly then. My account has been incorrect for months. I asked them to escalate my escrow analysis to be done this month so the payment can be accurately reported and they told me my request had been denied. I am now having to pay an increased payment amount in the midst of a global pandemic due to their error. They were not even able to explain to me where the new number of {$1400.00} had come from. If my account didn't have a proper analysis done then there should have been absolutely no increase until that time. I am constantly told that " they have escalated my concern '' with no resolution.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 76148
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC is holding too much of escrow after all insurance and taxes have been paid by end of XX/XX/XXXX. I refinance my house with NewRez in XX/XX/XXXX. Purchased a new insurance due to a divorce. My insurance servicer billed NewRez for additional insurance payment in XX/XX/XXXX. However NewRez failed to response to the bill. I ended up paying additional {$750.00}. On top of me paying this amount, NewRez held excess amount of escrow in excess of two months. I tried calling for NewRez to remedy and provide a response. I have paid the principal and interest in the interim awaiting for the escrow to be fixed for XX/XX/XXXX payment. So far they have not issued a refund of excess of the escrow as of today. And they have charge me late fees while I already paid for the principal and interest and they have not posted this towards my balance. I want to make sure that no other individuals are paying more into their escrow beyond what the law requires. NewRez may be hoarding excess funds for other purposes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32065
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My original complaint on XX/XX/XXXX ( # XXXX ) was closed yet the issue is still not resolved so I am opening a second complaint for the same issue. This was my first complaint : There were so many issues with the closing of my loan. First off, the disclosure had the incorrect rate. Then contrary to my request another disclosure showed that I would be receiving cash back at closing. That happened twice ... My frustrating situation was escalated to a loan processing manager- XXXX XXXX XXXX As the disclosure was still showing I would be receiving cash back and the process to get it fixed is quite time consuming once again delaying the closing, he offered me a {$200.00} Visa Gift card to instead apply the cash back towards principal. I accepted the offer to move forward with the loan with the disclosure as it was. This was in XX/XX/XXXX. About a month after my loan closed I followed up with XXXX to see about the gift card as I had not received it yet. He let me know that it was pending approval in accounting. About 3 weeks later I followed up again with no response ... A month later I reached out again with no response. Another month later I reached out ( XX/XX/XXXX ) and he said he was under the impression the gift card was already mailed out and that he would ensure it goes out that week. Still no gift card after that communication. In XXXX I contacted him again. He wrote that he had reached out several times for my gift card. To this day ( XX/XX/XXXX ) I still do not have the promised {$200.00} Visa gift card. It has been 6 months now since the closing of my loan. I feel I have been falsely promised something I would never receive just so I would agree to move forward with my loan without having the final disclosure updated again. In spite of that, at the end of my refinance I had 5 different versions of my closing disclosure! This is the response by New Rex to my complaint stated on XX/XX/XXXX : Ms. XXXX, On behalf of NewRez Processing Management Team, we apologize for the delay and oversight in sending your {$200.00} courtesy gift card. As you have requested, we have mailed your gift card on XX/XX/XXXX. Our offering of the gift card was due to your unsatisfactory experience with delays in closing your loan. It has been well over a month now and I still have not received the promised {$200.00} gift card. What is going on? This is beyond ridiculous now
Company Response:
State: AZ
Zip: 85014
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage was transferred from PHH Mortgage Services to Shellpoint Mortgage Services late last year. Since the time of this transfer, we have experienced much confusion and disappointment. In XXXX of XXXX, we were placed on a trial loan modification. We were allowed to make our regular monthly payments for four months. Then at the end of four months, we were instructed to pay {$4000.00}. At the end of four months XXXX XX/XX/XXXX XXXX, we only had {$2000.00}. Shellpoint then told us that they would check to see if they would accept the {$2000.00} and place us on modification. Then a few weeks later we were told that it was ok that we did not have the full amount because we had made the payments on time. They would be sending the papers out for our modification. So, we waited for another three or four weeks and never received the promised documentation. Therefore, every time I called Shellpoint, I would get a different person and a different statement. Finally after calling for several months, we were told that we would not be able to receive a modification because we had exhausted all modifications. Then the next thing I know they are going to foreclose on our home. Our only option is to do a short sale or deed in lieu. We received very poor service from Shellpoint and feel that we deserve better than this. Of course we believe that there are other programs out there that can assist us in saving our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Ditech file bankruptcy In XX/XX/XXXX the switch my account n messed everything up My account switch in XX/XX/XXXX to shellpoint Ditech change my regular monthly payment after XX/XX/XXXX the went up alot n didnt apply 2 or 3 payments Shellpoint Sent letter on XX/XX/XXXX about account switching over but I was already have problem with ditech I payed XXXX n shellpoint said i was still in default but when I called their new account office they said I was current n the still foreclosed on my house
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2021-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-17
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: On XXXX XXXX, XXXX, I spoken with XXXX XXXX , at Shellpoint and XXXX XXXX reporting on my credit reports. This mortgage loan hasnt been on my credit report since XX/XX/XXXX. This debt has been discharged and removed in Chapter XXXX Bankruptcy 11 years ago. Please be advised this debt should not be on my credit report as I have NOT RE-AFFIRMED the debt in Bankruptcy. On XX/XX/XXXX @ XXXX spoken with XXXX . Please remove these mortgages off my credit reports immediately as this significantly impact my credit scores with all 3 credit reporting agencies. As Per XXXX, she will have the Bankruptcy Dept to get this removed off my credit report within 24hrs. On XX/XX/XXXX @ XXXX, I spoken with XXXX XXXX the Bankruptcy Dept. about these debts still showing on my credit after I have already informed them that XXXX XXXX and Shellpoint should not be reporting on my credit report. At this point, Shellpoint and XXXX XXXX is NON-Compliance according to FCFA Section 623 ( a ) ( 1 ), As a rule, it's illegal to report information that you know or believe is inaccurate. Re-aging and duplicative reporting, particularly following portfolio acquisitions or sales, mergers and other transfers. Overall the level of inaccuracies reporting on my credit report has cause me and my family credit denial, defamation of credit and conflict of emotions. I'm requesting that XXXX XXXX and Shellpoint Mortgage be removed off my credit report immediately as I have waited beyond 30 days for credit report to be corrected. Sincerely, XXXX XXXX XX/XX/XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32962
Submitted Via: Web
Date Sent: 2021-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Completed deed in lieu of foreclosure in XX/XX/XXXX with Shellpoint Mortgage. Shellpoint never sent me the final documents that the mortgage was closed even though I signed everything and it was notarized on their end. I have called/emailed/faxed for the past 6 months. They confirmed on the phone that my account was paid in full and closed. They advised me to fax my request for documents. I sent the fax twice in the past 4 months. When I called last week, they said my account was still pending to get my documents, even though it has been pending since XX/XX/XXXX. They said the only things I can do is call back every 30 days to get a status. In the end, this is affecting me fixing my credit score because it is showing delinquent/defaulted even though it has been paid for 16 months. The customer service from Shellpoint Mortgage is non-existent after they get their money from you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28226
Submitted Via: Web
Date Sent: 2021-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This particular situation started on XX/XX/XXXX. I informed our mortgage servicer New Rez that due to my husband 's XXXX XXXX XXXX XXXX status that was backdated to XX/XX/XXXX ; our property taxes were recently changed. I provided to New Rez a corrected copy of the tax bill provided by our local property tax collector 's office. This was uploaded electronically to New Rez 's online portal ; in which I received an automatic email that the company received my information and was reviewing it. I also received a paper letter in the mail about a week and half later confirming it was received and being reviewed. It's now XX/XX/XXXX and this company has REFUSED to make the correct, timely adjustments per our request. They have a fiduciary RESPONSIBILITY to complete such actions correctly and in a timely fashion. Furthermore, they have negligently and unlawfully increased our monthly payment instead of decreasing it. They were provided a refund from the tax collector 's office on XX/XX/XXXX in the amount of {$5400.00} ; completed the escrow analysis on XX/XX/XXXX incorrectly stating we were still being charged {$5400.00} for property taxes. They completely disregarding the CORRECTED tax bill provided to them back on XX/XX/XXXX AND the refund of overpayment received on XX/XX/XXXX. When I called in on XX/XX/XXXX about this specific issue ; I spoke with a supervisor by the name XXXX XXXX who stated he would get a 2nd analysis completed and it would be rushed. He requested for a copy of the VA letter in which I emailed this to him. The corrected escrow analysis was promised to me no later than Thursday, XX/XX/XXXX, again ; it's XX/XX/XXXX and NOTHING has been resolved. ( Please note ; I called in roughly 3-4 more time before this on different dates, got an array of various answers from different representatives which is why I requested to speak to a supervisor ; hoping for a higher quality of customer service and understanding ; I was let down ). In the escrow analysis that was mailed to me : New Rez stated there was an overage of {$2700.00} but has refused to disperse this partial overage. I called to find out why the check that was enclosed in the escrow analysis had " not for use sample only '' printed on it making it so I couldn't cash the check. The representative I spoke to tuesday XX/XX/XXXX stated she would request to cancel the check that they claim they sent out and request for a direct deposit of {$2700.00}. She also stated this would be in our bank account no later than XX/XX/XXXX. To date : no funds have been deposited into the checking account I provided over the phone. Federal regulations require ALL escrow overages be refunded back to the borrower within 30 days. I also don't appreciate someone taking down my sensitive, financial information and not following through. Seeing this company has FAILED to do their job correctly on MULTIPLE levels has left us, the borrowers completely in the dark in regards to our financial account ; stressed out ; and has resulted in complete distrust of this company to service our loan in a responsible and acceptable manner. I am tired of having to pay into an escrow when I have ZERO problems with paying my bills on time. We are also very particular about saving and investing whatever money we can to ensure our future is supported by a financially sound foundation. New Rez has inferred with our finances and has negligently raised our monthly payment to {$2800.00} when it should be {$2300.00}. This new payment is expected to take effect XX/XX/XXXX. We WILL not be paying this unlawful and negligent increase in mortgage payment. Today, XX/XX/XXXX : our current escrow balance sits at {$2400.00}. My insurance comes out XX/XX/XXXX in the amount of {$1900.00}. As it sits right now PRIOR to any other mortgage payments being made ; we have an overage of {$530.00}. Every payment paid starting XX/XX/XXXX going forward will only continue to unlawfully, collect WAY more than needed for our HOI and taxes. It is unlawful and unacceptable to negligently force borrowers to pay MORE than what's required ; especially when they have provided ALL documentation to support the original request submitted on XX/XX/XXXX to change the monthly payment. Our monthly payment should have been changed effective XX/XX/XXXX. We, the borrowers have given this company AMPLE amount of time to fulfill our request. We expected this to be an very black and white, simple request considering the evidence provided, along with the extremely large refund provided to New Rez from our tax collectors office on XX/XX/XXXX. The fact that New Rez has made ZERO attempts to get in contact with us, the borrowers after the initial submission is alarming. Since XX/XX/XXXX, not a single individual from New Rez has made a single attempt to speak with us to rectify the submitted information. Instead, I have made SEVERAL attempts to call New Rez, like to responsible consumer that I am to check in on this situation. Every single time I attempted to inquire and get information, I was told completely different stories. Either New Rez never received the information and on multiple occasions, I was reassured " We here at New Rez has received all the need information and we are working to get your escrow account corrected. '' This company needs a deep investigation if I am going to be completely honest. What I have had to endure is completely unacceptable. I wonder how many other customers get jerked around and treated in the manner we have been treated. If our escrow account is not reviewed and corrected funds are not received by XX/XX/XXXX ; New Rez will be in violation of Regulation Z. I will continue to write letters and have my voice heard as this entire situation and experience with this company has been by far, THE WORST customer experience I have ever received in all my 9 years of being a homeowner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33544
Submitted Via: Web
Date Sent: 2021-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is forcing me to escrow for property taxes, even though I have already paid for property taxes. A property tax escrow was not a part of my loan agreement. I have called numerous times to complain and get the escrow removed / refunded, but they will not move. They continue to hide behind their " processes '', but in reality, they're holding my money XXXX in an escrow that was never agreed to and not needed ( since I already paid the county ). This has been a terrible experience. Every person I have spoken with, including the manager, has given me a run around. I have wasted so many hours on this problem and there is no end in sight. I'm extremely frustrated with Shellpoint.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2021-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX, I spoke with someone from ShellPoint Mortgage and informed them that I was still impacted Covid -19 but I was working on borrowing money to make a offer to settle the account that I have had for 13 years and already paid {$150000.00} on.this loan and I still owe what I originated. A young lady was suppose to had called me back on Thursday to find some options if I was able to borrow loan to pay a reduce payment. Instead she never called and said their was no more help under the Covid 19 concerns.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A