Date Received: 2020-11-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I HAD AN ACCOUNT WITH NEWREZ- SHELLPOINT MORTGAGE SINCE XXXX. THIS YEAR THEY APPROACHED ME WITH A PROPOSAL TO REFINANCE SINCE THE INTEREST RATESARE LOW. I AGREED AND WENT THROUGH THE PROCESS OF REFINANCING. I COMPLIED WITH EVERYTHING THAT THEY DEMANDED AND PAID FOR THE MONTH OF XXXXMY NEXT PAYMENT WILL START IN XX/XX/XXXX. THE CLOSING WENT THROUGH ON THE XXXX OF XX/XX/XXXX. SINCE XXXX I HAVE HAD A BI-WEEKLY PAYMENT ARRANGEMENT WITH THEM WHICH THEY ADVISED ME TO STOP SINCE WE JUST REFINANCED AND A NEW PAYMENT RATE WILL BE SENT TO ME. I THEN WENT AHEAD AND STOPPED THE BI-WEEKLY PAYMENT WITH NEWREZ-SHELLPOINTON THE SAME XXXX OF XXXX THAT I DID THE CLOSING.SURPRISINGLY NEWREZ-SHELLPOINT STILL WENT TO MY BANK ACCOUNT OF XXXX XXXX XXXX XXXX XXXX AND TOOK UNAUTHORIZED PAYMENT OF $ XXXXAND SENT MY ACCOUNT INTOBALANCE AND SO FAR A PENALTY FROM THE BANK TO THE TUNE OFF {$100.00} IDID TRY 14 TIMES TO RESOLVE THIS MATTER WITH NEWREZ-SHELLPOINT TO REFUND THE UNAUTHORIZED AMOUNT AND THE PENALTY FROM THE BANK AND THEY KEPT GIVING ME THE RUN AROUND. TO MENTION A FEW NAMES THAT I SPOKE TO WERE XXXX, XXXX, XXXX, XXXX XXXX XXXX. ALL THESE PEOPLE KEPT ME THE RUN AROUND SOMETIMES ON THE PHONEFOR OVER ONE PHONE FROM ONE PERSON TO ANOTHER.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20886
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX we closed on a home. The mortgage was sold to NewRez. There was an overpayment in escrow account. This summer I requested an audit. The audit showed that there was over payment. Since XX/XX/XXXX I have been attempting to collect the check for the over payment. Despite numerous phones call with New Rez they have not sent the check to us. Any help in resolving this issue would be appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX, Acct # : XXXX & XXXX. I have attempted to resolve this issue since I first closed on my home in XXXX of XXXX with NewRez via phone, faxes and email but it's still unresolved 1. I am requesting NewRez to do a Escrow Analysis on my account. I am a XXXX veteran who is exempt taxes on my home. 2. Remove the unauthorized forbearance placed on my credit by NewRez. 3. Adjust my previous mortgage and my refinanced mortgage to show the exempt taxes. Unfortunately, I regret that it has come to this. I am unable to speak to a supervisor or manager regarding my account.but since my last correspondence I received a letter dated XX/XX/XXXX denying an ( alleged ) forbearance that I should have not had on my credit because my wife and I never competed the application. We have made ourpayments on time. No one never told us we were in forbearance no call, letter, or statement. It wasnt until I began to refinance my mortgage when I learn I was in deferment. If my loan was truly deferred then the two mortgage payment should have been returned, at least a letter stating such Again, this is one of the many attempts I have reached out to your company to clear this error including my ongoing request for escrow analysis since XX/XX/XXXX. I have notified you that I am a XXXX Veteran who is tax exemptand provided tax exempt letter. My County Tax office also spoke to your representative and also requested and escrow analysis ( an audit on my escrow and loan ). I am respectfully requesting asking for these issue to be resolve.
Company Response:
State: VA
Zip: 246XX
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez is our loan servicer, and they failed to pay our school taxes on time. The taxes due on XX/XX/20 were in the amount of {$6700.00}. Since that due date, I have contacted NewRez over 30 times via phone and email trying to resolve the issue. As of today, XX/XX/20, NewRez has still not paid our school taxes to the XXXX XXXX XXXX, which were due on XX/XX/20. Two late penalties have been assessed, for a total penalty of {$330.00}. When I contact NewRez, which has become a daily exercise, I am told that the funds were disbursed from our escrow account on XX/XX/20 to pay the school taxes. When I contact the tax collector 's office, which I last did this morning XX/XX/20, I am still told that they have not received our taxes. Dealing with NewRez has become incredibly frustrating, and they have done a terrible job as a loan servicer.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10543
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint, continues to use abusive and harassing debt collection practices. They also, committed mortgage fraud. I have settled once with them and they refuse just like Ditech did in properly entering the judgement into their system. They now claim the trustee did not pay them the money for our bankruptcy chapter XXXX. Which violates my automatic stay again. I am tired of the fraud this company has committed for the second time in just a few months. I also, contacted their lawyer XXXX XXXX letting him know they continue to violate my automatic stay and falsify documentation.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On, XX/XX/XXXX, I received a transfer notice from Ditech Mortgage, effective XX/XX/XXXX my loan will be with Shellpoint Mortgage. On XX/XX/XXXX I sent a {$610.00} XXXX XXXX payment to Ditech Mortgage. The transfer letter states if you send a payment to us, Ditech Mortgage we will forward the payment to your new Mortgage company which is Shellpoint Mortgage. So payments starts XX/XX/XXXX with Shellpoint Mortgage, keep in mind, I did send one XXXX XXXX payment in the amount of {$610.00} to Ditech, but moving forward I start sending my payments through the mail to Shellpoint Mortgage, XXXX XXXX XXXX, XXXX, OH XXXX. On XX/XX/XXXX, I received a default letter from Shellpoint Mortgage stating the account was past due for {$2000.00}. My first thought was this can not be right or true because we just started this loan on XX/XX/XXXX, and my loan was current with Ditech Mortgage when it was transferred. Ditech Mortgage also mailed me a refund OVG check on XX/XX/XXXX for the amount of {$1400.00}. So I started to call Shellpoint Mortgage customer service department and they stated we have not made a payment since XX/XX/XXXX, only {$40.00} was posted for XX/XX/XXXX. I was very puzzled because, as of XX/XX/XXXX I had sent a total of 6 full payments to Shellpoint Mortgage. Then I did the math, that will be a around {$3600.00} in payments, I have already sent, mean while and Shellpoint was stating I owe {$2000.00} as of XX/XX/XXXX. I kept calling Shellpoint customer service department for awhile, I spoke with XXXX, XXXX XXXX, XXXX XXXX ( no answer, left a message no returned call ), XXXX XXXX, ( no answer, left a message no returned call ). So one day I spoke with a representative by the name of XXXX, he ask do you know if the money orders have been cashed, I did not, so I called and traced the money orders, all of them had been cashed as of that date, before XX/XX/XXXX. Now, all of a sudden the money order I mailed on XX/XX/XXXX was returned in the amount of {$620.00}. So on XX/XX/XXXX, I sent a total of ( 3 money orders ) {$1000.00} ( not cashed as of XX/XX/XXXX ) plus {$100.00} ( not cashed as of XX/XX/XXXX ) plus {$130.00} ( returned to me the {$130.00} ). The reason I sent 3 money orders was because my sister and I spoke to a customer service representative on XX/XX/XXXX by the name of XXXX at extension XXXX, she stated if you send an additional {$130.00}, this will bring the account current. We sent the extra {$130.00}, and, in about two weeks I checked my mail the {$130.00} money order was returned. Now, my thoughts were again, whats going on. So I looked back on my XX/XX/XXXX statement from Shellpoint Mortgage and it states {$2600.00} due ( for XX/XX/XXXX ) when the payments are {$610.00} each month, how is this possible, well Shellpoint Mortgage rolled the payment date back to XX/XX/XXXX, that right, Shellpoint started posting my payments for XX/XX/XXXX instead of XX/XX/XXXX, this will certainly cause my account to be past due. Okay Shellpoint that is fine, but if you look at my XX/XX/XXXX statement from Ditech Mortgage, I paid {$850.00} on XX/XX/XXXX ; I paid {$620.00} on XX/XX/XXXX, and if you look at Ditech Statement it shows were I paid a total of {$1400.00} since that last statement, plus, if I were not in good financial standing with Ditech Mortgage Im 'm Ditech would have foreclosed and Ditech would not have sent me a REFUND OVG CHECK in the amount of {$1400.00} on XX/XX/XXXX. So, why is Shellpoint Mortgage posting my payments to XX/XX/XXXX??? I was/am very disappointed when I figured out what was going on because first, this affects my principal balance on my account. I would like for all of my payments to be posted to my account properly and I would like to see a change posted to my principal balance. I wonder how many other consumers are you doing this to, this is harassment. Last week, XX/XX/XXXX, I decided to write XXXX several times and South Carolina Consumer Affairs, my XXXX complaint ID number is XXXX, my sister XXXX XXXX ID number is XXXX. I received a call about the complaints from XXXX XXXX, XXXX Dispute Resolutions Director and she stated that I can only file one complaint. XXXX also stated that I should not have sent that XXXX XXXX payment to Ditech Mortgage on XX/XX/XXXX, the night before her call, I had read online, that, if a payment is sent to the previous Mortgage, the previous mortgage company will forward the payment ( s ) up to 60 days of that transfer date. Why is XXXX XXXX posting my payments to XX/XX/XXXX but can not trace my XXXX XXXX payment for XX/XX/XXXX? I had an issue with Ditech Mortgage in the past about my XXXX XXXX payments and I had to contact a lawyer in order to get the matter solved ; so there is a possibility Ditech Mortgage could be holding on to that XX/XX/XXXX XXXX XXXX payment. I have not received a refund for the XXXX XXXX and XXXX states the XXXX XXXX was sent to Ditech Mortgage. I also emailed XXXX XXXX, Director of Compliance Homeowner XXXX with XXXX XXXX on Saturday, XX/XX/XXXX, XXXX responded, she will get me an advocate to help me with the matter, but actually I need my payments posted so that my principal balance will be current. XXXX XXXX, Compliance Department, Shellpoint Mortgage Servicing responded to the XXXX complaints, and XXXX stated the loan was due for XX/XX/XXXX. Here is MY Breakdown of our ( XXXX and XXXX ) Payments : XX/XX/XXXX - {$850.00} - DiTech Mortgage XX/XX/XXXX - XXXX - DiTech Mortgage XX/XX/XXXX - XXXX - XXXX XXXX missing to DiTech Mortgage XX/XX/XXXX, XXXX XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX ( returned ) XX/XX/XXXX - {$1100.00} ( not cashed - in Shellpoint Mortgage possession ) XX/XX/XXXX - {$130.00} ( returned ) XX/XX/XXXX - {$720.00} ( returned ) XX/XX/XXXX - {$1200.00} ( not cashed - in Shellpoint Mortgage possession ) Total - {$8300.00} Returned - {$1400.00} In Shellpoint Mortgage possession - {$6900.00} with payments@XXXX per month since XX/XX/XXXX. I also contacted South Carolina Department of Consumer Affairs, XXXX XXXX, she approved my complaint as of today, I just want to let the Consumers be aware of situations like this and learn from my experience. If you are having problems/issues with this mortgage company or any other business to express your issues. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicing was assumed by Shellpoint Mortgage Servicing earlier this year. Upon receiving a statement, there was an additional {$2400.00} owed that was never on our account from the previous servicer. Shellpoint state this is a bankruptcy attorney fee. We have not filed for bankruptcy since 2006. The servicer at that time was XXXX. When we filed, we reaffirmed our mortgage. XXXX agreed to forgive all legal fees involved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45133
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for a modification and was denied due to value on home but they did not use the all money owed on mortgage to calculate this claim. I dont believe they are following HAMP guidelines and want a new review done for modification.I also want to know if they used the low value from the appraisal or the high value. They also need to add in all arrearages and lump sums to totals current mortgage before evaluating. Low AVM value was $ XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, im reaching out to you because my mortgage company is taking advantage of my financial situation. As of XX/XX/2020 i called my mortgage company asking for help due to COVID-19 Shellpoint Mortgage told me that they will help me and not to worry about any charges for paying late. i used my savings to continue making my mortgage payments and never missed any payments. Now i found out that Shellpoint Mortgage is charging me for appraisal fees, covid-19 fees plus late fees. I called them to speak to a manager about this and never got a response. Now Shellpoint Mortgage is reporting that im behind on mortgage payments when i was never late. it is not fair for shellpoint mortgage to take advantage of our financial situation when we never missed any payments and now they are trying to charge for appraisal fees, covid-19 fees plus late fees. This is not fair for anyone that was affected due to covid-19. please all im asking is to help me stop Shellpoint Mortgage take advantage of homeowners that are suffering. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90703
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Shellpoint is servicing a 2nd mortgage on my home. I currently owe a balance of {$12000.00}. I have provided Shellpoint with flood insurance in the amount of {$21000.00}, I received a letter dated XX/XX/20 requesting that I purchase an additional {$4000.00}, worth of flood insurance and are threatening to purchase insurance in my name at the cost of {$230.00}. They have no right to do this as the balance of my loan is only {$12000.00}.. I am a senior citizen and I feel they are taking advantage of me.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A