Date Received: 2020-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To : Consumer Finance WWW. Consumerfinance.gov Dated : XX/XX/2020 Loan # XXXX Dear Sirs : I want to file a complaint against NewRez, XXXX, SC XXXX XXXX Escrow Department. In XX/XX/2020 I closed a VA loan with NewRez which included a tax and insurance reserve account. At that time the closing included a tax payment for the real estate taxes due on XX/XX/2020. In XXXX of 2020 I received a tax lien on the property at XXXX XXXX XXXX XXXX which is the property for the VA loan. In XX/XX/2020 I called NewRez and told them about the tax lien. FromXX/XX/2020 to XXXX of 2020 I tried to resolve this problem but got the same answer that they are working on it. I never got to speak to anyone in the Escrow Department. This was a simple mistake on their part and an easy fix but no one would communicate with me. Just same old response they are working on it. In XX/XX/2020 I was informed my property would be up for a tax sale. Consequentially I paid the taxes up and got a receipt. I have repeatedly asked to drop my escrow and will pay it myself but got no response. This cost me an extra {$250.00} estimated in late charges, fees, and someone else taxes being paid. I cant believe that VA and XXXX would allow a financial institution to have an escrow department and not have anybody to communicate with. I am requesting NewRez pay for my extra costs and close my tax and insurance account. Also I have applied to refinance my existing loan with NewRez at a 2.25 % interest and do not want a tax and insurance reserve account. I have numerous emails to substantiate my contacts with NewRez. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I always kept the mortgage paid months in advance. We had the home up for sell and had a contract for it so I did not pay the payment in the month of XXXX as the invoice showed XXXX due XX/XX/20 anyway. When the house did not close in XXXX, I then paid a payment in XXXX for the bill due XXXX and then paid another payment in XXXX. The account was current and showed the next payment due on XXXX when the house sold and closed on XX/XX/20 and the loan was paid in full. At no time was this houses payment in arrears as evidenced by the statements which I have attached. When the lender reported it to the 3 bureaus for both myself and my spouse they showed it in arrears for as much as 89 days from XXXX to XXXX and ruined our perfect credit. They dropped our scores over 74 points on all bureaus. Company is NewRez LLC but they report as Shellpoint Mortgage to the bureaus
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23061
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested and received from Shellpoint Mortgage Servicing COVID-related forbearance for the months of XX/XX/XXXX-XX/XX/2020. I resumed full payments on XXXX XXXX and have timely paid every month since. Shellpoint indicated that my loan forbearance would convert to a loan deferment. That is, that the missed payments would be deferred until the end of the loan. This is in keeping with deferment for qualifying mortgages under the CARES act. Instead, at the end of the forbearance period, Shellpoint reported to the credit bureaus that I was 60 days late on payments. I contacted Shellpoint about this issue inXX/XX/2020, after receiving an alert from my credit monitoring service. Shellpoint has already received all relevant documents via separate correspondence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started a conversation with Mr. XXXX XXXX of NewRez, my current mortgage servicing company about refinancing my existing balance to take advantage of the current low rates for conventional mortgages. This occurred back on XX/XX/XXXX of 2020. I subsequently received a decline letter dated XXXX XXXX, 2020 saying " Our credit decision was based in whole or in part on information obtained from an affiliate or from an outside source other than a consumer reporting agency. Under the Fair Credit Reporting Act, you have the right to make a written request, no later than 60 days after you receive this notice, for the disclosure of the nature of this information. '' On XX/XX/XXXX I sent NewRez a letter requesting this information. NewRez did not reply so I again requested by letter on XX/XX/2020 that they disclose the nature of this information. Again they have not replied.
Company Response:
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We had an approved forbearance on our mortgage from Shellpoint Mortgage that we started at the beginning of the pandemic. We deferred two mortgage payments and paid off the forbearance in XXXX. We started the process to refinance our house to get a better interest rate after paying off the forbearance. The bank ran my credit report to prepare for our closing and Shellpoint reported that we were 60-days delinquent on our mortgage payment. Other than the two months that we deferred, we have never been late with a payment. I called Shellpoint to report the error on Thursday, XXXX XXXX so they could reverse it and requested something electronically in writing stating that they were fixing it because that's what the bank needed to move forward. The representative from Shellpoint told me that it would take 3 - 5 business days to fix and that they would escalate it for me. They refused to send me anything in writing though. I spoke with several different representatives who would not assist me with getting anything in writing. I was disconnected several times, supervisors refused to speak with me and half of their departments only accept emails, not phone calls. I have left voicemails for and sent emails to my Shellpoint representative that have yet to be returned or answered. I have emailed their loan servicing email address several times with no response other than an automated one. I called yesterday ( Wednesday, XXXX XXXX ) and the lady who I spoke with told me that she checked her records and the error was going to be resolved by the end of the day yesterday. I asked her if the bank ran my credit report again on Thursday, if the error would be gone and she said yes. The bank ran my credit report again today ( Thursday, XXXX XXXX ) and the error is still there. I called Shellpoint back again today and explained my situation. The lady told me that their reporting system is two months behind and that the error won't be resolved until XXXX, contradicting what the lady told me yesterday. Again, I asked for something in writing that they were resolving the issue since now the issue wouldn't be resolved until XXXX. She told me that she would transfer me to a supervisor because she couldn't help me. At that point, while I was on hold, I was disconnected. I called back again and spoke with a man, explaining my entire situation ( for at least the tenth time at this point - no exaggeration ). When I asked him to speak with his supervisor, he wouldn't give me a name and number of a supervisor, but said that he would stay on the phone until I was transferred. He put me on hold, but instead of transferring me to the supervisor, he came back on the phone and told me that his supervisor said that I needed to email their loan servicing department and they would send me a letter in the mail. When I asked to speak with the supervisor again, the man said that the supervisor wouldn't speak with me. I am blown away by the lack of customer service from this company and the way that I have been treated. The error on my credit report was their fault and now I am getting conflicting information from them on when it will be resolved. I have never dealt with a more difficult company. No one with any answers will speak with me and no one can send me as much of an email saying that they are trying to resolve it. I have already had to push back my closing once. This is potentially costing me XXXX of XXXX of dollars if my refinance falls through because of their error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, a letter was emailed to Shellpoint requesting additional response regarding mortgage account payments, fees, and pre-petition arrearages. As of today, XX/XX/XXXX, Shellpoint Mortgage Servicing has failed to respond. The following below are questions and concerns that need a response for this mortgage company. 1. The final statement that I received from Ditech dated XX/XX/XXXX indicates that the Amounts Past Due Before Bankruptcy Filing ( Pre-Petition Arrearage ) was {$1800.00}. This amount included {$930.00} shortage in my escrow account and my regular monthly payment of {$900.00}. I paid both of those shortages in XXXX during the changeover between Ditech and Shellpoint through my regular monthly payment, which was credited to my account on XX/XX/XXXX, and the {$930.00} payment for the projected escrow shortage was paid by me on XX/XX/XXXX once the calculations were sent to me but dont show on the Loan History Summary until XX/XX/XXXX. See Attachments A, B & C. On the same date, the Loan History Summary shows an Unapplied Payment of {$170.00} was applied to the Principal instead of any remaining Pre-Petition Arrearage. Why was that? In any case, these payments should have resulted in a {$0.00} Pre-Petition Arrearage balance. Your letter dated XX/XX/XXXX, to XXXX XXXX, states, the proof of claim that was filed has an arrearage of {$1500.00} that is to be paid. This consists of principal and interest in the amount of {$620.00} and a projected escrow shortage of {$930.00}. As previously stated, and sent on more than one occasion, this arrearage was paid directly by me in full to Ditech and to Shellpoint as stated above with the proof shown in the attachments. Both were credited to my account. Therefore, this arrearage should have been deleted from my Loan History and resulting statements back in XXXX! 2. On XX/XX/XXXX, my History Summary shows a total charge of {$500.00} for Attorney costs, although, I was not advised in advance or sent a bill. Since that time beginning XX/XX/XXXX, the attorney was paid {$49.00} and according to my bankruptcy agreement, my Trustee also began paying {$30.00} per month beginning XX/XX/XXXX which was credited to your attorney. However, the Summary shows those amounts as Prepetition Unapplied and I still dont know what that means or how its being treated. As of XX/XX/XXXX, {$380.00} has been applied/paid to the attorney based on the statements you sent me and those of the Trustee. Please tell me what is the status of the attorneys fees? 3. In XX/XX/XXXX, my regular monthly payments were reduced by Shellpoint from {$900.00} to {$850.00} then down to {$840.00} in XX/XX/XXXX, and then up to {$860.00} in XX/XX/XXXX, and these amounts have been paid each month as required. 4. In addition, the Loan History Summary shows varying amounts ranging from {$260.00} to {$290.00} titled Unapplied Balance and Money Type as Trustee Check. Please clarify what that is. 5. The biggest question has to do with all the unapplied payments, which is a different accounting method than I am accustomed with. Please help me to understand what is going on with that ( in lay terms ) and how that may be affecting my account, including the attorneys fees and the past due amounts shown on my account. How can my regular payments be reduced if I have unapplied payments and past due amounts and why? Is the reduction of my payments causing the past due amounts and the additional pre-petition arrearages that you have listed? It seems that this is a method that just keeps my account in the hole, according to the way it is being serviced. 6. In your letter dated XX/XX/XXXX, you state that the amount due on the account is {$780.00}. This is based on my payment of {$860.00} plus Other Fees of {$110.00} and minus the Unpaid Balance of {$190.00}. ( a ). What is included in the Other Fees : ( b ). Where did the Unpaid Balance go ; ( c )? and what happened with the {$77.00} remaining? Are you saying that I still owe {$780.00} or was that credited to my account? Also, the actual bills for my escrow account are {$820.00} for Hazard Insurance and {$1800.00} for County Tax, which is $ {$200.00} less than projected. 7. In conclusion, my calculations of my mortgage account payments and bankruptcy account show that I do not have any arrearages or past due amounts with Shellpoint. which is what Im trying to get reconciled with you to be able to move forward with a clean slate and to make sure that I am clear with your accounting method and terminology. Your assistance and response in clearing this up will be greatly appreciated! XXXX XXXX Mortgage Loan Account # XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our house had damage during Hurricane Sally. Our insurance company issued us a check for cleanup. This check was sent to our mortgage company for their endorsement. It was signed for and received on XXXX XXXX. We sent a couple of emails with no response. We called a couple of times and was told each time it was at the " endorsing department ''. As of today, XX/XX/XXXX, we have STILL not received our check back. We have tried to work with them but taking two weeks to turn around a check that is for cleanup of our home is ludicrous.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been overcharge by Shellpoint Mortgage for fees and late charges as of XX/XX/XXXX in excess of {$1800.00}. I've asked several times for an explanation since XX/XX/XXXX from the company, but have not received a response. I charges are incorrect and without merit. I have had this mortgage for over 20 years and I have experience nothing but problem since it was transferred to ShellPoint Mortgage.
Company Response:
State: TN
Zip: 38141
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX We started a short sale with ShellPoint on XX/XX/30. We have faxed them multiple items since then, including an offer, HUD, Authorization, Financial Statement, etc and many other items needed for a short sale. We have contacted them multiple times for an update on the status of the short sale. Finally, today, we were given a generic list of items needed for a short sale. The rep didnt even bother to look at the file or check to see which documents they have received. XXXX**WHAT HAPPENED TO THE DOCUMENTS WE HAVE BEEN FAXING THEM FOR THE LAST MONTH??????????? I attached the package here since filing a CFPB Complaint seems to be the only way they will acknowledge the documents we have submitted. -- -- -- Considering it has taken weeks to get a response out of ShellPoint it is obvious they are purposely delaying this process, or they are just SO IMCOMPETENT THEY NEED TO BE SHUT DOWN. -- -- -- -- Originally they contacted someone that WAS NOT AUTHORIZED and spoke with them regarding moving forward on the short sale *****THIS IS HIGHLY ILLEGAL AND A VIOLATION OF THEIR CLIENTS PRIVACY AND THEIR SERVICING OBLIGATIONS. ****** This extreme incompetency with ShellPoint has been going on for years. We have to file a complaint on EVERY SINGLE SHORT SALE WE DO WITH SHELLPOINT USUALLY MULTIPLE TIMES!!!!!!!! When is this going to stop?? We are headed towards another downturn and ShellPoint is UNIQUELY UNQUALIFIED to survive in this coming downturn. Every phone call with them turns into a charade of inability to forward to the appropriate person, no one is able to answer our questions, there are no notes in the file and getting disconnected because they do not have the appropriate resources for their staff. It was clear from their first items we faxed to them that this was going to be a short sale yet NOTHING HAS BEEN DONE AND NO ONE WILL ANSWER ANY QUESTIONS ON THIS AND THIS HAS BEEN GOING ON FOR A MONTH!!!!!! This is UNACCEPTABLE AND NEEDS TO STOP IMMEDIATELY. I want the documents we have submitted to be reviewed, an accurate list of items needed for the short sale, and the short sale to be moved forward appropriately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our home was lost during the national disaster XXXX XXXX XXXX here in XXXX California on XX/XX/2020. I have been making monthly payments but can not continue to do so while actively looking for a place to live for my family and I, rental agency 's are NOT approving me because the mortgage is still shown in my debt to credit ratio. I've called multiple times not getting anywhere with anyone within the company. My insurance company paid out the claim on XX/XX/2020 and NewRez / ShellPoint was stating they hadn't received payment yet while using funds from this insurance payment for my XX/XX/2020 monthly payment ... I've called countless times trying to see about a forbearance since there is no home on the property to live in, I was told I would receive a letter / email confirming this and have NOT heard back. No one is calling me back and this is causing EXTREME hardship to my family. We have no where to live and this company is making my family suffer. I thought it was going to be difficult working with our insurance company and to my surprise the biggest obstacle has been the mortgage company.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94558
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A