Date Received: 2020-11-06
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Mortgage servicers engaged in real estate mortgage backed securities fraud. This complaint is a request for competent documentation on all dates of endorsements of the original note, and all assignments of mortgages recorded or unrecorded that were created by loan servicers from date of mortgage to date of this complaint. Please see attached assignment of mortgage ( exhibit B ) which is dated and notarized on XX/XX/XXXX which states ( assignor ) XXXX XXXX XXXX XXXX by its attorney in fact XXXX XXXX XXXX XXXX at XXXX XXXX XXXX. XXXX XXXX, XXXX XXXX XXXX, XX/XX/XXXX. ( Assignee ) XXXX XXXX XXXX XXXX XXXX, as XXXX XXXX XXXX XXXX XXXX XXXX Mortgage Asset backed pass-through certificates, series XXXX QA2 c/o XXXX XXXX XXXX XXXX XXXX Shellpoint that is claiming servicing rights needs to explain ( exhibit B ) assignment of mortgage. Shellpoint needs to respond to my qualified written dispute letter ( Exhibit c ) in response to their validation of debt notice dated XX/XX/XXXX ( exhibit A ) received XX/XX/XXXX. Shellpoint Is engaging in mortgage backed securities fraud which is a federal crime and needs to be investigated. Will be reported to the securities and exchange commission.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez dba Shellpoint Mortgage assumed my mortgage from Ditech Mortgage whom filed Ch. XXXX, upon assumption I contacted Shellpoint in XX/XX/XXXX regarding my loan and the handling of the hazard warranty policy as it was time for renewal which previously Ditech had carried a lender placed Hazard policy on. I was advised by a Shellpoint Warranty representative that due to the 'type ' of loan, hazard insurance was not available through Shellpoint and I would need to provide proof of coverage within 30 days. I secured the coverage in XX/XX/XXXX via XXXX XXXX / XXXX and sent via email, mail, and fax proof of coverage to Shellpoint. I spoke again with Shellpoint warranty to confirm receipt of policy, which was validated by their representative and confirmation via letter in the mail. My call was forwarded to Customer Service to submit a request to remove the escrow from my account. As I have explained to Shellpoint XXXX - XX/XX/XXXX payments made did include an additional payment of {$51.00} to Ditech Mtg. at the time, until its expiration, Ditech did hold a vendor placed policy for insurance. Once the loan was assumed and I secured my own policy in XXXX, I reduced my payment to that of the principal only due {$420.00} as 'escrow ' was no longer valid to collect. This would be the first of now over 30+ calls, emails, letters to NewRez and Shellpoint since in attempt to get my loan and account information corrected. Following each call I receive a generic ' we are reviewing your request ' letter in the mail from Shellpoint, but no action. It is now 9 months after the loan assumption and nothing has been done to correct this error on behalf of Shellpoint. My Principal payment due of the loan is {$420.00}, I have been making those payments on time every month since XXXX to all various lenders who have assumed the original note. It is now, that the account is with NewRez-Shellpoint there is a problem. With each payment I send in proof of insurance coverage along with request that the escrow please be removed. Because my payment does not match total due in their 'system ' the payments are held in an 'unapplied ' account and not being posted until well after the due date often 15-25 days past their receipt, to which Shellpoint is ALSO then applying late fees on the account each month. In addition, this loan has a 9.5 % interest rate per day on unpaid balance. My loan balance due has not been calculated correctly due to the misapplication of payments. This I have also brought to the attention of NewRez and Shellpoint on multiple occasion that there is a misappropriation of payments and funding is overall affecting my net balance due on the loan due to daily interest. In XX/XX/XXXX, Shellpoint sent a letter they had acquired a Hazard Insurance Policy on my loan and there was an escrow balance due of {$590.00}, This was a month PAST Shellpoint being supplied proof that coverage already existed and their acknowledgment of receipt. I have re-iterated on multiple occasion that I do not want Shellpoint obtaining any such coverage on my behalf due to the amount of incompetence shown by not addressing my account concerns in the past 9 months. Hazard insurance will be provided by annually myself via XXXX insurance going forward. Within a few weeks of that phone call I then received a check from Shellpoint /XXXX for the amount I had paid for my policy less my credit card transaction fees, to which I returned a check to Shellpoint noting for Escrow Refund only in BOLD. Again, Shellpoint misapplied this to my loan account as a regular payment, it took over a month and multiple phone calls to get this reversed internally in their system. I continue to make my principal balance due payment each month, less the erroneous late fees and escrow fees applied by Shellpoint. I have called monthly since Shellpoint assumed the mortgage in attempts to resolve and gotten absolutely no where. I've asked to speak with a Supervisor in both Warranty and Customer Service and advised there are none. I've asked customer service for the NewRez Corporate mailing address and legal contact or a Managers name there and was advised they don't know or have access to that information. I've escalated on my own by research to identify NewRez corporate office and by mailing my documentation direct to NewRez to review and respond, which to date has went unanswered by their company. I advised in my last mail correspondence that I would be seeking other assistance to resolve this matter, and now here we are. I have filed a complaint with the XXXX and now filing with your organization of Consumerfinance.gov as well. Lenders should not be able or allowed to take advantage of their patrons. NewRez dba Shellpoint is a dishonest company in their business practices and handling of Mortgages, they should be held accountable. Nine months of this back and forth nightmare for any one person to try and resolve what should be a simplistic matter as Proof of Insurance coverage was long ago provided. I have afforded more than ample time to correct a clerical error made by this company. As of my last communication with them on XXXX XXXX, XXXX advising this has been an issue since XX/XX/XXXX ... .. I received letter via mail that 'they are reviewing my concerns and will advise '. I now have about 15 of the same generic letters I have received by them - yet no action on their behalf to correct their mistake. The handling of my account and communication ( or lack of ) from Management down by this organization and its internal representatives is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74021
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, my wife called our existing mortgage servicer, New Rez/Shell point and explained that our tenants had lost their jobs due to Covid 19 and that we couldn't make the mortgage payment due on XX/XX/2020. She requested Forbearance and was told it would take 48 hours and that we would not be marked as being late during forbearance. We did not make the XX/XX/XXXX payment. Then the mortgage company called us and demanded the XXXX payment. We were confused because the loan was supposed to be in forbearance. With great hardship, we did make the payment on XXXX and we paid for both XXXX & XXXX. On XX/XX/XXXX, we made a payment which was slightly short, again the lender demanded that we give them more money which we did on XX/XX/XXXX. We had NEVER been late before or since. We were told that our loan was in forbearance and no payment was needed. New Rez Shell point has a recording of the actual phone call and also has a log of the XX/XX/XXXX call. We are trying to refinance to get a lower rate. The lender denied us because of the two mortgage lates that New Rez is incorrectly reporting. On XX/XX/XXXX, we called the loss mitigation dep & XXXX, said that it was a New Rez error and that we should dispute it which we did once on XX/XX/XXXX and again on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is in follow-up to CFPB complaint XXXX. I have filed multiple complaints with the CFPB against my Lender regarding their handling of my escrow account. Please see complaint numbers : XXXX, XXXX, XXXX, and most recently, XXXX. I received notice on XX/XX/2020 informing me that the PMI on our home had been cancelled effective XX/XX/2020. They said at that time a new escrow analysis would be performed to provide me with updated payment information, reflecting the removal of our PMI. When I did not hear anything, I called the office. I was informed I would receive one by XX/XX/2020. XX/XX/2020 came and went and no escrow analysis. So I called again XX/XX/2020 and I was told nobody ever ordered an escrow analysis, despite me being told there was one ordered and a " rush '' was put on it. So the agent ordered a new escrow analysis, and she said she would put a " rush on it as it was the third I had requested. She said it would be ready by XX/XX/2020. Today I received a letter from Shellpoint Mortgage Servicing informing me that they were removing my PMI effective XX/XX/2020, as well as notifying me that the escrow analysis I received in XXXX of 2020 XXXX prior to my PMI being removed ) showed an overestimation in what my payments would be for the following year ( an issue I disputed with NewRez multiple times ). I called NewRex today to find out how the overages I had paid would be returned/refunded to me and they said they would have to pull the new escrow analysis. Once again, the order for a new escrow analysis was not placed. Finally, I spoke with an agent names XXXX XXXX. She placed the XXXX request we have made for an updated escrow analysis today and instructed me to fax a letter to their escalations department at ( XXXX ) XXXX to inform them this is my 4th request, and to request a " rush ''. I am currently in a forbearance plan due to COVID-19 impacts, and I am working to pay my balance by the date my forbearance plan expires ( XX/XX/2020 ). I must know how much I am actually going to owe in order to satisfy repayment. We have never had a straight answer from NewRez regarding our escrow account, despite multiple queries, and CFPB complaints. It took an analysis from Shellpoint to finally find what I had been telling them all along - that my escrow payment was too high. Now, I can't even get them to order an escrow analysis. They are still holding overpayment for PMI that was cancelled 6 months ago. Something has to be done about their inexcuseable practices surrounding their management of escrow accounts. Normal people just want to pay their mortgage. It should not be this difficult to get what we are entitled to ( an accurate escrow analysis ) so we can pay our mortgage. I have been fighting for months now. This is completely inexcuseable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I've been having many issues with this mortgage company and was reading their reviews online and noticed that the positive ones are all " fake '' ( most have only 1 or 2 reviews and can not be validated ) by following up the trend. The negative reviews, however, looked real and exactly the same problems as mine. The company is reporting my payments wrong continuously and does not respond correctly to my concerns. They are very shady and worry me. An example of a negative review similar to my issue is below 4 weeks ago SHELLPOINT Mortgage is the most unethical mortgage SCAMMERS MORTGAGE COMPANY in existence. THEY ARE Scammers!!! My mortgage was sold to them after I purchased my home. Soon after I realized the horror of the schemes they carry out in order to add unwarranted fees. Even sending falsely reporting me to the credit bureaus in the highest point of a pandemic. They LIE and I had to battle it out with them and they still refused to remove it. The credit bureau informed me to make a note on my report. I did. Another way they scam you is adding late fee even when you are not late. Most people don't listen to reviews and some are so happy to get a mortgage and I understand, but I assure you that if you can get a mortgage from these people you can get it from someone else. Please ... I am please with you, DO NOT GET A MORTGAGE WITH THIS COMPANY!! YOU WILL REGRET IT!!! THEY ARE SCAMMERS!!! Go to your bank and try there and if you go with another company, find out if they will sell your mortgage to SHELLPOINT MORTGAGE. Have them put it in writing that they will not do so. THEY ARE ATROCIUOUS. They don't ebven deserve 1 star.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I tried contacting New Rez Morgage who we have been with several years. I found out through family members we could refinance now under a government program because we owed less than {$300000.00}. We currently owe {$230000.00}. I tried contacting this comapany on website, email and phone call and it was nearly impossible to get a response. Finally, XXXX XXXX reached out to me and I asked if we could apply to refinance to get a lower interest rate & payment. He said, Yes. I also asked if we could get a deferrment of payments or a lower payment during this process because our income had been cut {$1000.00} monthly due to the COVID-19 pandemic. He said we couldn't do both???? and we began this long process of refinance. We have always paid our morgage on time, never have filed bankruptcy, and have fair to good credit. We want to know why this is taking so long as we continue to pay way more than we should be for our payment!
Company Response:
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I don't get a response, it takes them weeks to return emails.
Company Response:
State: IL
Zip: 60462
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: When Covid first started back in XXXX, I asked my mortgage company ( Shellpoint Mortgage Servicing ) if I could put my loan/home in forebearance. They allowed me 3 months which were XXXX, XXXX & XX/XX/XXXX. During this time, knowing they were going to expect a full payoff of the 3 months payments, I spoke with XXXX XXXX that was handling my account and asked her if the 3 months forebearance period could be deferred. That request was also granted. In the beginning of XXXX, I decided to refinance my house at a much lower interest rate. Soon after submitting all the information, my prospective new lender told me that Shellpoint had reported 90, 60 and 30 day late payments to the credit bureaus. I was absolutely furious, as I have never made a late payment on my mortgage. I contacted Shellpoint who acknowledged this was THEIR error and that it would be fixed when they reported at the end of the month. Yesterday, I found out that that request was closed because the gentleman didn't complete the correct information. I have called, and called and called trying to get this error on the part of Shellpoint fixed so I can move forward with my refinance but I can't get ahold of a person to speak with. I can only e-mail which I have 3 times and never get a response. I'm at my wits end with this company. I just want them to fix my credit report and remove the derogatory information they reported. I don't see how it's that difficult.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Im am having a very difficult time working with Shellpoint for a FHA short sale approval. We have done everything Shellpoint has asked for. We placed the property on the market at the approved value completed by Shellpoint. We have submitted a short sale offer with the requested NET to NEWREZ/Shellpoint of {$360000.00}. We have also removed the requested liens that FHA will not pay. Over the past couple of days the assigned rep. XXXX XXXX has been somewhat difficult to work with. He keeps asking for documents we have already sent more that once. Hes asking underwriting and processing questions that make no sense. After a week of confusion he is now stating we have to remove the relocation assistance of {$3000.00} for the Seller XXXX XXXX. Shellpoint has stated in print and verbally over the phone she would be eligible for relocation assistance. In 12 years in doing short sales I have never seen FHA deny relocation assistance to a hardship file. Ever. The XXXX family is losing their home due to a medical hardship and based on the info Shellpoint provide they were expecting that to help them relocate. These are funds that are needed for this family during the time of COVID.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Several months ago, apparently XXXX XXXX sold my loan to something called 'NewRez LLC '. I got a bill that said NewRez but it still had the same A/N ( XXXX ) and the XXXX address so I paid it. When it hadn't posted before receiving a new bill with a new A/N ( XXXX ), I paid it too. Next thing I know I get a notice that it was overdue so on XX/XX/XXXX I mailed another payment which has still not been taken from my checking account. Eventually I discovered that XXXX had applied the first check to a Heloc in spite of it containing my mortgage number ; and also, the second check was returned to me in spite of having the correct account number. I was finally able to sign into the NewRez web site and paid {$600.00} on XX/XX/XXXX but it hasn't posted yet. I'm losing track of who's ahead on this when it takes several weeks to post a transaction that was paid online. I sent an email to them asking who the governing body is for NewRez LLC but have heard nothing back. I really want out of this arrangement but I don't even know who I'm dealing with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A