Date Received: 2020-12-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been dealing with Shellpoint mortgage for a whole year. My loan was transferred to them from XXXX. When my mortgage was transferred, my monthly payment went up {$100.00}. I have been working with XXXX XXXX which is a service that is appointed by the state of NC that assists when you are behind in your mortgage. They send in all paperwork for modification and handle all aspects. I had health problems so I fell behind in my payments so XXXX which is my counselor at XXXX XXXX helped me complete my paperwork for modification and sent everything into Shellpoint and XXXX because I was transitioning to Shellpoint at that time. The person working with me at Shellpoint initially was XXXX XXXX then it switched over to XXXX XXXX. I was initially told that all of the documents were not received, so XXXX sent them in again as well as updated income documents. A few months went by and still no response from Shellpoint in terms of the modification then we were affected by COVID and my whole state shut down. I had been talking to XXXX XXXX and she told me that she didn't know anything about the information that was discussed prior to my case being transferred to her. She claimed she didn't even know that we sent everything in and that her point of contact for my file was XXXX XXXX. This company has been giving me the runaround. They did a forbearance on the property but XXXX XXXX didn't even bother to tell me that it was approved. I have sent multiple emails that were never responded to as well as called but I can never get anyone on the phone. In fact one of the few times XXXX XXXX responded to me, she claimed that she called me in the middle of the emails but I was messaging her from my cell phone and my phone never rang. I think this company is not doing what they are supposed to in regards to helping the consumer. A modification should have been completed a long time ago because they had all of the necessary paperwork that was sent in by an agency working for the state of NC. I have been doing everything in my power to save my home, especially during this pandemic but this company doesn't even want to follow the procedures put out by the government.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/20, I contacted Shellpoint Mortgage Servicing ( NewRez LLC ) to request a reversal of a NSF fee that was due to a banking error. ( The mortgage was ultimately paid in full in the month that the payment was due. ) Shellpoint 's response was anti-consumer. Their requirement was to ask me to engage my bank and request that the bank provide proof that the issue originated in a banking error. This response is anti-consumer because it requires further coordination of the consumer ( waiting on hold, multiple follow-ups with the bank and mortgage servicer ) from an event that was not the fault of the consumer. I believe this is an attempt to make it very difficult for the consumer to recover the fee even if the fee should ethically, morally, and/or legally reversed. This is even more anti-consumer because I did not choose to conduct business with this mortgage servicer, and in fact have had multiple issues with their level of customer service. My loan was sold to this company, which I would much prefer to avoid for the foreseeable future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX Shellpoint Mortgage Servicing took over my mobile home loan from Ditech Financial LLC because Ditech filed for bankruptcy in XX/XX/XXXX. Since the transfer to Shellpoint I have continued to dispute a {$310.00} insurance charge that Ditech placed on my account in XX/XX/XXXX. I had been in an ongoing dispute with Ditech Financial about this charge. Ditech claimed the {$310.00} charge was for a two-month lapse in insurance. On XX/XX/XXXX XXXX purchased a force-placed insurance policy for {$110000.00} of coverage for a premium of {$1900.00} and billed it to my account. PROBLEM # 1 is that my loan balance with Ditech at the time was only {$28000.00} ( XXXX XXXX billing statements enclosed ). Ditechs force-placed insurance policy ( copy enclosed ) states that lender-placed insurance IS ONLY TO THE LENDER FOR THE LOAN BALANCE. My loan balance was not {$110000.00}. Ditech had no right to purchase a policy for {$110000.00} of coverage which made the premium much higher than if they had purchased a policy based on my actual loan balance, the premium would have been much lower. PROBLEM # 2 is that Ditech purchased the force-placed policy 3 days after I had already purchased and submitted proof to them of my own insurance policy through XXXX XXXX XXXX on XX/XX/XXXX. The first notification I received from Ditech that they had purchased the force-placed insurance was in a letter I got in the mail on XX/XX/XXXX ( copy enclosed dated XX/XX/XXXX ). Since I had already submitted proof of insurance on XX/XX/XXXX there was no reason for Ditech to purchase another policy, especially one for {$110000.00} of coverage. When Ditech cancelled the force-placed insurance they only removed {$1600.00} from my account leaving {$310.00} charged to my account. Ditechs explanation for this was that XXXX XXXX XXXX Company did not reimburse them for the months of XX/XX/XXXX through XX/XX/XXXX thus they passed the charge on to my account. Since the force-placed policy wasnt purchased until XX/XX/XXXX I questioned how is it possible for XXXX XXXX XXXX to charge for months that are prior to the policy purchase date. Nevertheless I informed Ditech that it is not my fault or problem that XXXX XXXX XXXX didnt reimburse them the full amount and if they felt they were entitled to the remaining {$310.00} they needed to get it back from XXXX XXXX XXXX. I refused to pay it because Ditech should have never taken out the policy in the first place and furthermore the charge is proportioned on an inflated {$110000.00} coverage amount. My original loan for the mobile home was only {$38000.00} ( purchased in XXXX ). Every insurance policy that has ever been placed on the mobile home whether it was through Ditechs insurance agencies or other outside agencies has always been insured for the principal balance only. The mobile home has never been insured for more than the principal balance. So I failed to understand how Ditech could arbitrarily have force-placed a policy for {$110000.00} of coverage when I had never even been in debt to them for anywhere near that amount. Ditech claimed they had on file a policy showing I had previously insured the mobile home for the {$110000.00} amount. I told them that was absolutely ludicrous! I requested they send me a copy as proof of their claim however I never received a copy ( because no such policy exist ). Enclosed are copies of some of the numerous letters I sent to Ditech Financial trying to resolve this issue. Shellpoint Mortgage Servicing continues to bill me for the {$310.00} charge. Since they took over the loan in XX/XX/XXXX I have repeatedly sent them emails ( some copies enclosed ) explaining the dispute issue and requesting they remove the charge. I received several responses from them that I found to be unsatisfactory so I continued to dispute the charge. On XX/XX/XXXX I received a letter by email ( copy enclosed dated XX/XX/XXXX ) from Shellpoint stating that they were in the process of removing the {$310.00} fee from my account and to allow 30-60 days for it to be done. When I received my XXXX, XXXX, and XXXX billing statements the charge was still on my account. More than 60 days had past. On XX/XX/XXXX I emailed Shellpoint complaining the charge had not been removed. On XX/XX/XXXX I received a letter ( copy enclosed dated XX/XX/XXXX ) in the mail from Shellpoint now stating their refusal to remove the charge from my account and that I would be reported as having a past due amount to the Consumer Reporting Agencies. That has been my last contact with Shellpoint thus far. It is beyond my comprehension how companies are allowed to operate using such unscrupulous business practices. All of my loan payments to Ditech and to Shellpoint have been made on-time. I feel like Shellpoint is trying to force me to pay what I believe is an unfair and unjustified fee by taking this action to negatively effect my credit history and credit rating. Absolutely outrageous! I am seeking assistance from Consumer Financial Protection Bureau in getting a fair and reasonable solution to my dilemma with Shellpoint Mortgage Servicing and Ditech Financial LLC.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I've been trying to get a clear understanding of why I was charged an XXXX FEE TO APPRAISER - {$170.00} by my lender ( NewRez ) since prior to closing the property. In brief, I transferred the appraisal from my previous lender XXXX XXXX XXXX. However, I was charged both an " Appraisal Transfer Fee ( {$25.00} ) '' and an " XXXX Fee to Appraiser ( {$170.00} ) ''. This property was not appraised with this lender ; meaning, there was no appraiser with this lender and the {$170.00} fee on the XXXX XXXX doesnt make sense. I asked this question before closing and I am not convinced it should have been charged. XXXX FEE TO APPRAISER to BROKER FBO APPRAISER B - {$170.00} APPRAISAL TRANSFER REVIEW to LENDER - {$25.00} It's frustrating that NewRez can not answer questions on a loan they closed. So far, I've spoken to XXXX ( the broker ), XXXX mortgage closing team, their servicing team and the concierge team on this issue without a resolve ( and responsiveness ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08861
Submitted Via: Web
Date Sent: 2020-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was granted a loan forbearance by Shellpoint/NewRez pursuant to the CARES Act. This forbearance expired on XX/XX/XXXX, and I was advised that Shellpoint elected to exercise the loss mitigation option of adding the forborne amounts to the end of my loan. Upon conclusion of the forbearance period, I was granted a deferment by them on XX/XX/XXXX. The deferment agreement specifically states that my next payment is due on XX/XX/XXXX, and that the payment amounts between XXXX and XXXX will be added to the end of my loan ( i.e. due upon either payoff or loan maturity ). I fully intend to resume loan payment as on XX/XX/XXXX, as my hardship will have ended by then. Despite the above, I continue to receive communications from Shellpoint telling me that my loan is " delinquent '' and " past due '' and asking me to contact them for " options on how to avoid foreclosure. '' I have spoken with customer service representatives at Shellpoint on XXXX occasions now, and they keep reassuring me over the phone that they will not take any adverse actions and that my next payment is not due until XXXX, but that they " can not suppress collections letters. '' I think that Shellpoint continuing to send me correspondence that my home is going to be foreclosed on despite having contractually agree to a loan payment deferral until XX/XX/XXXX constitutes an unfair, deceptive, and abusive practice under the Dodd-Frank Wall Street Reform and Consumer Protection Act, and is also a violation of the Fair Debt Collection Practices Act. I would like the Bureau to order Shellpoint/NewRez to cease sending me letters telling me that my home will be foreclosed on while the loan is in deferment. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92867
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: What the pandemic started and my capacity to earn money was disrupted, I requested forbearance, I was assigned to XXXX XXXX, the forbearance was approved for XXXX, XXXX, XX/XX/2020. In XX/XX/2020, I requested for another 3 months forbearance, I understand that it was approved for XXXX, XXXX, XX/XX/2020. In XX/XX/2020, I again requested for another 3 months extension and that the case was assigned to Ms XXXX XXXX, I spoke to her over the phone and she said that I will have to send {$2000.00} with a copy of my bank statement which I complied the company returned the check. I then called the company and I informed XXXX XXXX that I am in New York sick as I am diagnosed with XXXX XXXX at XXXX XXXX XXXX under the supervision of XXXX Dr. XXXX XXXX. Mr. XXXX, told me to deposit the check in my account and he wants that by phone, I have to pay {$3900.00} to approve the the requested forbearance for XXXX, XXXX and XXXX that I requested. I did not comply as the procedure seems to be not normal. I am scared of losing my house as what I did is to sell my old house and use the entire proceeds of {$150000.00} plus another {$50000.00} for home improvement and the Covid 19 came. I am thinking of refinancing the house through reverse mortgage if I can qualify Lender SHELLPOINT MORTGAGE. XXXX XXXX advised me to disregard the alarming letters which he said automatically generated but Ms. XXXX letter intend to foreclose the property and the company is sending me mixed messages. I would be glad if the money I owe during the pandemic be placed at the end of the loan before its maturity
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89120
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint wrongly reported to the credit bureaus that I have missed payments since XXXX and impacting my credit score by 187 points, even though my accounts are current. I first contacted the company repeatedly and my request was ignored. Then I mentioned about the CFPB and they then said they are looking at the error but did not provide any tangible update on the repair date. As of right now, my score plunged and it prevents me to refinance 12 loans even though rates are historically low. Loans : XXXX and XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage was paid off XX/XX/20 and they have refused to return my escrow account money ( {$7000.00} ). I have repeatedly called and have been stalled and mislead. First they said they had already paid the county ( ~ 2 months early ), my new mortgage lender confirmed that the county had not received payment form the NewRez LLC / dba Shellpoint Mortgage Servicing or their agent. On XX/XX/20 I spoke with XXXX XXXX in the XXXX SC office and she told me I would have the money by XX/XX/20 -- I did not receive it. On XX/XX/20 I spoke with XXXX XXXX and she assured me they would have the balance transformed by ACH, on XX/XX/20 I spoke with XXXX XXXX and she told me that, in fact, the money was not sent through ACH rather, a check had been sent out on XX/XX/20. On XX/XX/20 I spoke with XXXX XXXX ( who said she is not in an office, she is " just a customer service rep '' ) and she told me she was going to void the check and promised me the money would be in my account XX/XX/20. On XX/XX/20 the money had not arrived so I called again and first spoke to " XXXX '' in Michigan and then was transferred to XXXX XXXX in XXXX who told me the money was supposed to be in my account but refused to do a wire transfer. I then sent notes to : XXXX XXXX, President at Shellpoint Mortgage Servicing XXXX XXXX, Executive Vice President at Shellpoint Mortgage Servicing XXXX XXXX, General Counsel at NewRez LLC XXXX XXXX, Senior Vice President Shellpoint Mortgage Servicing Informing them of the situation and sharing that my only recourse is to file a complaint with the CFPB. I have not received any response from any of them. My understanding is that they are obligated to return escrow payments and treatment of escrow account balances in a timely manner under 1024.17 ( k ). It appears that they do not feel a need to abide by this and instead kept the money well past the 20 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a refinance of my mortgage on or around XX/XX/XXXX via my existing lender, NewRez Financial. I paid for an appraisal and received that appraisal on or around XX/XX/XXXX which confirmed home value. I also received conditional approval around this date as well. I have been emailing on an almost weekly basis to get updates on progress and received limited to no feedback. It is now XX/XX/2020 and I have no idea if the mortgage will be refinanced or if they are just trying to avoid completing. I am concerned they took my money, financial information and now don't seem to have an intention to close. This is now costing me money as I could have refinanced with another lender and saved over $ XXXX.
Company Response:
State: NY
Zip: 10022
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I recently refinanced my loan with New Rez Llc. Account # XXXX. Effective XX/XX/XXXX. My payment was to begin XX/XX/XXXX. I received a collection call from my previous services XXXX XXXX Account # XXXX. My XXXX payment was late with XXXX XXXX and I was being charged a late fee of {$85.00}. When I advised them my account should have been paid off I was told the wire was short by {$3600.00} and rejected by XXXX XXXX on XX/XX/XXXX. I was not advised by New Rez that my loan was not paid off or that any action was needed. No one ever reached out to me. The wire was rejected on XX/XX/XXXX and I had since received my mortgage coupon from New Rez to begin my payment as of XX/XX/XXXX. I contacted my loan officer XXXX XXXX who was unaware of the situation and said he would look into it on XX/XX/XXXX. I currently have 2 mortgages out on the same home with a XXXX payment due with loan care for {$2100.00} and a XXXX payment due for {$1800.00}. No one seems to know whats going on. I did call and leave a message and sent an e-mail to the manager for lending for New Rez XXXX XXXX and have not heard back. I called the number for New Rez on my mortgage coupon and reached a company Shell Point Mortgage who said they were servicing my new loan for New Rez and could not offer any assistance. When I requested a supervisor I was then cold transferred back to New Rez. Shell Point Mortgage is not advertised anywhere on my mortgage coupon. I am very frustrated and feel mislead. I cant seem to get any answers and need help. Thank you
Company Response:
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A