Date Received: 2020-11-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This compliant is about my mortgage company - NEWREZ a.k.a Shellpoint Mortgage Servicing. They are denying me access to the forbearance program as setup in the CARES ACT Forbearance & Foreclosure. Shellpoint put my loan in the forbearance program in XXXX and I did not take advantage of it because I didn't need it then. Now that I have requested to be reinstated in the program, Shellpoint Loss Mitigation Department has been giving me the run around. I have spoken to at least 21 customer service representatives in Loss Mitigation from XXXX to now to get my loan setup. I have been told by different customer service representatives that they either see my request and pending approval or they don't see my request in the system.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To Whom It May Concern, My name is XXXX XXXX, and my account number is XXXX. I have been a satisfied customer of Shellpoint Mortgage Servicing for 3 years. Back in XX/XX/2020 ( early pandemic stage ) Shellpoint ( in charge of managing my primary home mortgage ) reached out offering several alternatives for customers experiencing economic hardship. At the time, and being a small business owner, I decided to accept on one of their offer programs and enter a 3 month forbearance program Come XXXX, 2020 I contacted Shellpoint once again, and a customer service rep offer and suggested to extend for another month. Came XXXX, and things changed. After submitting a significant amount of documents and financial statements I was told I didn't qualify for any other programs and was instructed to bring the account current. Suddenly a " new program '' appeared and I " qualify '' for some sort of loan modification. I had to declined such offer since that prevents the ability to refinance the property for a 2 year period. To my surprise ( and after having a pre-approval from a conventional bank ) Shellpoint had reported my account as LATE to all credit bureaus, preventing a refinance to be completed. I rushed to reach out to Shellpoint and interesting enough one of their representative acknowledge a THIRD PARTY PROVIDER had made an error and several thousands of their clients had incorrect reporting on their credit history. 3 weeks have passed, and so far no action has been taken from their part, preventing my ability to complete the refinance process. I have instructed my ability to bring the account current ( principal, interest and escrow ) immediately, as LONG they clear this out. Thank you very much for your time, but at this point I can't afford to put at risk my home, my family and any sort of legal matter this could bring along if no action is taken.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33179
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: You guys keep closing this complaint without holding this company accountable, and I will keep making the complaints until they are held accountable. Shellpoint has given 5 different stories as to why the mortgage shows past due. Each and every time I have provided proof that payment was made and received by them. They have now sent me a letter that I am {$3000.00} behind on my mortgage. How could that be when I have proof of payment for the past 2 years? Submit every single piece of proof they have asked for? How come Shellpoint refuses to adjust the value of home when it has already been done by the XXXX County Assessor? I was advised that my mortgage payment should actually be LOWER than what I am paying. Not one person within this company can explain to me why the payments are not being processed. HOLD THIS COMPANY ACCOUNTABLE FOR THEIR PREDATORY LENDING.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XX/XX/2020. Thank you to CFPB and NewRez for your help today. Briefly -- The NewRez website is UN-secure and is NOT functioning at all. Specifically, there is absolutely no place to login. The page is entirely BLANK. I removed ALL cookie and pop-up blocks, and still have not been able to log onto the website. This has been going on since at least XXXX XX/XX/2020, if not longer. With the website down, I can not view anything in my account until NewRez repairs its website. Since NewRez is responsible to pay my taxes and insurance from ESCROW, I need to be able to view this information. Further NewRez is obviously aware of the problem since I am most likely not the only customer affected. This level of dereliction is not acceptable for a banking or mortgage institution. Please resolve this problem, so that I and other customers can gain access to our accounts. Thank You, Sincerely.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had applied for a rate & term refinance with NewRez on XX/XX/XXXX. After missing my closing date by 2 months, I received a closing disclosure on XX/XX/XXXX showing that I was set to close on the refinance, and the closing disclosure sent to me was completely wrong compared to what appeared on the actual closing documents. I will detail the information below : Terms I had agreed to on the original application ( Loan estimate dated XX/XX/XXXX attached ) : Loan amount : {$130000.00} with me bringing {$110.00} to closing. I *locked* into a rate of XXXX with XXXX points. ( Rate lock agreement attached. ) The estimated monthly payment was {$1300.00} Closing disclosure dated XX/XX/XXXX ( attached ) showed the following : Loan amount of {$140000.00} with {$1900.00} coming back to me at closing. Mysteriously the rate was 2.75 % with XXXX points ( no one ever told me that the rate/points had changed - and rates have gone down since I locked in so there is no reason for my rate to have gone up. ) The loan amount on the closing disclosure showed {$140000.00} with {$1900.00} coming back to me at closing after closing costs and payoff of my old loan. The monthly payment was to be {$1300.00} Closing was scheduled for Tuesday, XXXX, and the documents showed a completely different loan XXXX closing disclosure dated XXXX attached ) : Loan amount {$150000.00} with my second lien of {$10000.00} being paid off. It was never discussed with me that the second loan had to be paid off. This was a COMPLETE surprise at closing. I was now receiving {$24.00} at closing. The rate was now XXXX with XXXX points. When questioned about the change in rate/points, my processor said " I have nothing at all to do with the rate. '' I contacted my loan officer about this on XXXX with no response. I asked the processor to have him contact me, and she said she would, but it's now Monday XXXX, and I have yet to hear anything about why the rate was wrong. Monthly payment was now {$1400.00}. I have been incredibly displeased with this entire process - with missing my closing date, messing up the loan amount, lack of communication about a second lien needing to be rolled into the loan ( no one even asked me if I would like to pay it off with cash ), inaccurate closing disclosures, the interest rate and point combination changing with no explanation, etc.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing has failed to properly credit my account with received payments. There are outstanding issues regarding the allocation of remaining Trustee payments and the monthly mortgage statement balance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: this is my second complaint two money orders are missing XXXX for {$220.00} and XXXX for {$250.00} they were never posted to my account but were cashed first one on XXXX and the second one on XXXX by shellpoint this makes exactly 7 of my money orders that are missing from my account and i am being penalized with {$10.00} for late fees XXXX XXXX XXXX XXXX XXXX mo # XXXX for XXXX and XXXX mo # XXXX for {$220.00} thanks XXXX l XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 653XX
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: New Rez is my mortgage company I was doing a refinance last year through them, they have been working on it over a year and on XXXX last year put a late charge on my mortgage to prevent a XXXX XXXX or XXXX XXXX refinance. It benefited them to do so as they kept me locked in at 6.25 instead of 3.00 percent it is today. I either want my late removed from all 3 credit bureaus and or finish my refinance for free. This has cost me XXXX in extra interest it started XXXX yes a year plus. Ive been approved but cant get it together. Ive emailed ceo and upper management been told they messed up but nothing gets fixed.
Company Response:
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, XX/XX/2020 my chapter XXXX bankruptcy was discharged and my mortgage was never re-affirmed. I made the XX/XX/2020 mortgage, early with payment from 2 different banks via bill pay. XXXX XXXX made the decision to get this money to use it for fees related to the re-affirmation that I never signed and that they never offered me to sign. XXXX XXXX also chose to get the remaining money to pay extra towards the principle. XX/XX/2020 mortgage remained unpaid until recently in which I was able to pay it, again. Please keep in mind that my house is not in foreclosure and my mortgage is up to date. I am reaching out to you for help as XXXX XXXX chose not to help me after many many many attempts. Is this practice usual and customary mortgage practice or even ethical / legal? Now I find myself in a bind with a financial institution that chooses what disclosures they send me and which disclosures they do not. Now I find myself in a bind with a financial institution that chooses how they disperse funds that I pay, as they deem in their best interest. None of my excellent payment history is being reported to credit agencies since I never completed the re-affirmation that was never offered to me by XXXX XXXX. Yet XXXX XXXX is able and willing to quickly charge and collect on funds specifically allocated for the Mortgage. Thanks, XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to stop my mortgage from being accelerated to a foreclosure status as I have just learned about this XXXX XXXX. My mortgage payment have been paid every month on an automatic debit transaction by the Bank - never missing a payment. I have proof of such payments.being made. These payments have been made to Greentree Mortgage .I have never been notified of any change in mortgage companies. No notices of any kind letting me know that a change had been made & who my new mortgage servicer is. Nothing has been sent to my home address or this name would have been changed immediately. The house in question is a rental home and been such for quite a few years. My bank has verified that Greentree has been accepting and cashing my mortgage payments. I have been unable to contact Greentree to get my questions answered. On XX/XX/XXXX I checked the mailbox at the rental house and found a delinquent notice from Shellpoint addresed to me. I called Shellpoint to find out what this was all about and who they were only to learn that they were now the new mortgage co. that my monthly payments should have been going to. I explained the situation to Shellpoint that this is a huge mistake and was told that a case manager would look into this and get back to me XXXX XXXX There are no missed payments!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60491
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A