Date Received: 2021-01-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage has not recognized our payments and continues to lack in response to effectively resolve our confirmed payments by XXXX XXXX. Loan recently sold to XXXX XXXX, with a forward of the outstanding payments, that were made in full and on time. XXXX has started a foreclosure process. We have full documentation and confirmation of all payment completed and cashed. We are in full support of moving forward with litigation against Shellpoint, XXXX XXXX CEO Shellpoint and team. This is completely unacceptable. STAY AWAY from Shellpoint!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Got hurt at work and unable to maintain mortgage payment, we have children living in the home, was working 5 days a week got cut down to 3.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94608
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Under Federal Law relating to revolving errors in servicing my loan I have a right to submit complaint to Consumer Financial Protection Bureau. Suspicious actions were taken by New Rez LLC. NMLS # XXXX. Fradulent activities getting my payments and not applying them on time reversing them back and forth making my loan go to default. 1. Regularly unapplied my payments by holding it for up to 27 days and applying late. Make me pay all kind of fees. 2. Calling from XXXX XXXX rep. XXXX XXXX on XX/XX/XXXX to collect secondpayment after I paid manually online on XX/XX/XXXX and it is still unapplied on XX/XX/XXXX. 3. Turned off my Autopay on scheduled date XX/XX/XXXX and XX/XX/XXXX for a reason my loan late past due. 4. Force me make 2 payments a month on amount of {$1000.00} for last 2 months. Total I made 13 regular payments and 3 additional principal payments XXXX. Total made 15 payments year XXXX. 5. Sent representative to sneak by my property on XX/XX/XXXX without any notice and explanation by mail or byphone. 6. Didn't notify me for {$15.00} fee which was added for property inspection. All dates and amounts and actions added to attached document.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89521
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This manufactured home is located in XXXX XXXX XXXX XXXX, dba XXXX XXXX, XXXX XXXX XXXX, XXXX, MI XXXX a land-lease community. The resident was evicted in XX/XX/XXXX from XXXX XXXX, XXXX, MI XXXX. The home was financed by Conseco, which was bought by Ditech, which was then bought by XXXX XXXX. We sent letters to Conseco and Ditech on XX/XX/XXXX as our first attempt to collect the site rent due, included with that letter was a copy of the Futernik v Vanderbilt Mortgage and finance Michigan Court of Appeals ruling. We sent a second letter on XX/XX/XXXX, trying to collect the site rent owed, including the Michigan case law again. We sent a third communictaion on XX/XX/XXXX including an invoice for site rent owed. We sent two copies, one regular post and the second certified. We completed a title search on XX/XX/XXXX through the State of Michigan which listed Conseco Financial Servicing Corp. as the first Secured Party on the title. On XX/XX/XXXX we received our regular post letter from XX/XX/XXXX back unopened. On XX/XX/XXXX We sent our fourth letter to Ditech Financial. On XX/XX/XXXX we sent another letter to Ditech Certified mail and received confirmation of this letter being received by Ditech. On XX/XX/XXXX, there was a noticed placed on the home stating the home was under XXXX XXXX XXXX, a subsidiary of XXXX XXXX, and the home was winterized. On XX/XX/XXXX we sent XXXX XXXX XXXX a package containing previous communications and an updated invoice for the site rent. We never heard back from them. On XX/XX/XXXX we received an email from XXXX XXXX listing the home serial number XXXX, at XXXX XXXX XXXX, MI XXXX for auction to be sold on XX/XX/XXXX. I sent an email to the email listed and received an email back indicating that they only had possession of the home since XX/XX/XXXX and only owe site rent since that time. I have included all communications and documentation deemed pertinent. I also verified that no new title has been requested since the original title in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48150
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Shellpoint Mortgage services has been repeatedly calling my number trying to collect someone else 's debt. I've contacted the company multiple times and informed that I am not the person they're trying to contact and told them to stop contacting me. The representative always says okay and hangs up and I continue to get calls and voicemails with someone else 's private information left on my voicemail.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a refinance loan with NewRez on XXXX Loan # XXXX. Late in XXXX when the CD documents came the numbers were wrong. My home appraised for XXXX, the document said XXXX. I was also told that the money I needed for closing would be {$250.00}, that document had {$780.00} needed at closing. I had also paid 3 more payment on my loan since I started the process, and it was not prorated on the CD documents. I called, and I emailed for weeks trying to get someone to explain why these numbers were different. I never got a reply back from any one. Just recently a new loan processor emailed me saying I was approved for the loan. The rate lock was due to end on the XXXX. It's seems like I've been scammed. All this time with no one wanting to return my calls or answer an email now as the rate is due to end they call. Called again today to ask why I was treated this way. Still no answer at this point, never did find out the answer to the wrong numbers on the CD documents.
Company Response:
State: SC
Zip: 29651
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have reason to believe my previous mortgage lender, NewRez LLC/Shellpoint, failed to file a release of lien after I refinanced with a new company on XX/XX/2020, and now, because of their negligence and disorganization, the impending sale of my home is jeopardized. When I called NewRez on XX/XX/2020 to inquire about the missing documentation, I was told by one employee that the lien release paperwork was initiated on XX/XX/XXXX, but he could not provide me with evidence to support this claim, nor any updates on why it was still pending. He suggested it must be an error on the county end, and I asked for a copy of whatever they sent to the county, but he could not provide me with anything. On XX/XX/XXXX, we checked with the county, and there had been no communication from NewRez regarding my property. During a call on that same day, a different employee found and forwarded to me a strange document they claimed was proof they initiated the loan, but many of the dates were random and incorrect ( it was signed in XXXX, but I didn't start the refinance process until the following fall ). Then, on XX/XX/XXXX, I was told by a yet another employee that the process was ACTUALLY started on XXXX XXXX -- which, suspiciously, is the same day I first called the company to ask why the lien hadn't been released. When I asked for someone to draft up a new copy so that the title company handling the sale of my home could file it with the county themselves, I was told that no one in NewRez customer service has the ability to create documents, but that I had to go through the lien release department -- who, conveniently, have no phone numbers and take days to respond to emails. I finally received a response from the lien release department today XXXX XXXX XXXX ) and was told that they ALSO can not draft up this documentation, as they are waiting on an unnamed " external vendor. '' I was then given a payoff letter that does not include the reception number associated with my deed and is, thus, useless in the eyes of the title company. The letter also refers to an attachment which is mysteriously missing, and also has my name misspelled. When I asked for this to be corrected -- radio silence. I have spoken to at least three different supervisors, but when I call back on the main line ( the only contact option ) and ask for them by first and last name and extension number, no one is able to connect me with them. There appears to be no accountability for following up with customers, even when promised.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 80904
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage loan account was transferred to the Shellpoint Mortgage from my original lender Ditech in XX/XX/2019. I made a payments to the Shellpoint but it shows up on my credit reports as a 30 day late payment in XXXX on my XXXX and late for XXXX on XX/XX/XXXX and XX/XX/XXXX. I contacted Shellpoint to get this corrected and I was told that when it transferred that there was a 60 day grace period and it should not be reporting on my credit report as a late payment. I have been contacting the company and talked to different customer service, Tier2 supervisors and Managers about the issue and they agree that there is a mistake on the reporting of my account and that they would get it corrected. I recently talked to a manager and he told me that it should not be reporting late and he would escalate the issue to be resolved asap. I have not had any corrections made and I need this to be resolved ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current home mortgage is with NewRez LLC dba Shellpoint Mortgage Servicing. I've applied to refinance the mortgage with another bank in XX/XX/2020 and have been approved for a loan. NewRez doesn't respond to the closing lawyer 's requests to release the original stock and lease ( the property is a coop ) in order for me to close on the new loan.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 11561
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing today in regards to my account with Shell Point Account # XXXX. A late payment is showing on my report in XX/XX/2020, due to Covid I was unable to make the payment in XX/XX/2020. As soon as I was able to, I got my payment made and caught up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A