Date Received: 2020-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home back in XX/XX/XXXX ; the mortgage company was Ditech, however they filed for bankruptcy and merged/transferred services over to Shellpoint Mortgage Servicing. On XX/XX/XXXX, my insurance company, XXXX, sent Ditech a check for the overage amount of my homeowner 's insurance ( totaling {$1900.00} ) which was to be credited to me. In a previous complain that I submitted to Ditech, they responded that they had forwarded the check to Shellpoint. As of XX/XX/XXXX I still have not received my overage payment from Shellpoint, despite having made multiple calls and submitting a written ( email ) request to the company. I contacted XXXX, who confirmed that someone at Shellpoint cashed the overage check on XX/XX/XXXX. Shellpoint took my homeowner 's insurance credit of nearly {$2000.00}, cashed the check, and have not sent any communication as to how they are going to send me my money. Despite all of my efforts, I can not get anyone at Shellpoint XXXX XXXX XXXX to determine who at their company stole my money, nor can I get any assistance as to how they are to fix the situation.
Company Response: Company can't verify or dispute the facts in the complaint
State: IN
Zip: 47303
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home insurance payment was supposed to be made by mortgage company, NewRez, from my escrow account. Payment was due on XX/XX/20. To date payment has not been received. The escrow department is impossible to get ahold of. When I finally did get a hold of someone they gave me the address they sent payment to. It was the wrong address. So now, they have sent my insurance payment to the wrong company and I have attempted to reach them multiple times to resolve this but I can not get a hold of anyone. My insurance payment is now 15 days overdue. Not sure how they sent my payment to the wrong company when I specifically sent them the bill with the correct address and payment amount on it!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: At the beginning of the pandemic, I have tried to speak to XXXXhellpoint Servicing Company, who are the servicers of my loan. I had initially requested a forbearance in XXXX which they had granted for 3 months easily. Then in XXXX I submitted a request for extension via their website portal. I had not received any response and in XXXX my account was past due. I called several times and finally spoke to someone that told me that the extension could not be processed because they were missing documents from me. I was not aware that I had to submit any documents, other than attesting my hardship which I did when submitting the request. On XX/XX/XXXX, I sent the documents. With no reply I kept sending them via fax and email. On XX/XX/XXXX, I finally received a response that the letter is not accepted due to it not having a signature. At this point the account is 2 months past due. I submitted it promptly and I received an email on XX/XX/XXXX, stating that there have been " several attempts '' to contact me, which is untrue. Finally on XX/XX/XXXX, I see in the web portal that the forbearance extension is processed but now the due date is 9 days away. I request for an extension for until XXXX at least. Through much back and forth, I was notified on XX/XX/XXXX, my extension was granted at the maximum that they allow, which is 6 months from XXXX. That means my account is now due again. I have tried to contact them regarding extending it further but there has been no response. Still to this date, XX/XX/XXXX, I have received no response, even though I have made several attempts to contact them. I have been continuously trying to contact them and it is a very arduous process to have anything accomplished. They finally extended my forbearance for a month, but it took them a month to do so and now my payments are due again. Their business practices are very frustrating as it is difficult to get anything accomplished within a sensible time frame. They consistently say that there has been " several attempts '' to contact me but that is untrue. I have been patient but with the forbearance payments past due I am forced to take action as it seems my efforts have been in vain. I know that the loan is not federally backed so it is not protected under CARES act, but I still would like to have a response in a timely manner so I can figure out what to do without having to worry about losing my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90810
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX # XXXX In XX/XX/2020, XXXX mortgage, without prior notice, increased my mortgage payment by {$300.00}. When I inquired why, and informed them that a {$300.00} increase, without notice would throw me into a foreclosure situation, They provided no explanation, other than my escrow balance was short by thousands of dollars. I called the escrow department in a desperate attempt to obtain answers, and was transferred to XXXX XXXX in late XXXX, after I acquiesced and scraped together the difference to avoid a late payment fee {$1700.00} ( old payment was {$1400.00} ). Mr. XXXX was courteous and professional and asked me to send proof that my RE tax bill had actually decreased due to my first time FL Homestead application. I sent it to him, and he returned my calls and emails after 2 weeks. He said that he was still working on my issue, but failed to give me an update after another week of waiting. I called today and spoke to XXXX and XXXX ( Supervisor ). XXXX was rude, condescending and unhelpful. She could not tell me why there was a deficit in my escrow account of {$2400.00}, even after my tax bill was reduced by $ XXXX- {$800.00}. I called back and spoke to XXXX and received some encouraging news, but was still forced to pay $ XXXX. XXXX promised that they would perform a new escrow analysis but couldn't tell me when the results would be ready. During this very stressful time and in the middle of a life altering pandemic, Shellpoint Mortgage have showed no compassion, leadership or kindness. {$300.00} more per month, without notice could force me into foreclosure. It would appear that the shortfall was their negligence My tax bill is less and my mortgage payment is higher. I contacted my insurance broker and the premiums have not gone up substantially. I need help navigating through this financial calamity. Shellpoint Mortgage have provided no assistance. I would think that consumers would be protected from opportunistic predators like Shellpoint Mortgage. I'm hoping that this agency can assist. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My issue is with new Rez / shell point mortgage servicing. Although my mortgage is currently now closed because I sold the home, at the end of XXXX I submitted a payment, however for some odd reason the payment was rejected by the bank. I received no notifications via email from either source. Furthermore, I hadnt received any notifications from the loan servicer in months. At the time it occurred, I had sufficient funds to pay the mortgage if I was notified. I found out by routinely checking online. Once I found out, I immediately schedule payment with a representative. My complaint is that the practice was unfair, not receiving any notice to react while having sufficient funds. Furthermore, I had never been late on my mortgage. Just after this reporting occurred my credit score dropped 70 points. I shared all of the documentation with the company and the impact and have been unwilling to make a change. I feel like this is a targeted practice being a person of XXXX.
Company Response:
State: CA
Zip: 90266
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Reported missing payments on house loan. Company 's name NewRez. Address XXXX XXXX XXXX XXXX XXXX MI XXXX Phone # XXXX Fax # XXXX I have auto debit bi weekly payment since i have this Mortgage Loan. They reported i miss the payment 3 times in six months. Its totally incorrect. I file dispute with them on XX/XX/2020 and after 30 days they send me letter saying will take more time not mentioned any period. they dont allow me to talk to Manager or supervisor about this matter. Even not provide name of them or ext. no for them. I am trying to refinance to get lower rate but i am suffering due to this reason no finance co. accepting our application.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My township has returned over-payment of property tax to NewRez LLC on XX/XX/2020, the check was cashed on XX/XX/2020. I called NewRez LLC numerous times. Nothing is updated. I have NOT received the refund either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I continue to receive written refinance offers from my current loan services NewRez. The offers they are sending are not being honored when I follow the steps in the mailer. The latest offer was to reduce my interest rate from 4.75 % to 2.875 % with the same XXXX remaining term. When I call with my reservation number XXXX they tell me they did not account for the fact that the property is an investment ( non-owner occupied ) and they will not honor the terms of the offer. I have received at least 4 offers like this from NewRez in the past 6 months all with the same false advertising. I believe since they own the servicing for my loan and have the parameters on the file ( it was originated as a XXXX property ), they should be held account for their marketing and honor the terms offered.
Company Response:
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hello As per my forbearance agreement lasting from XX/XX/XXXX - XX/XX/XXXX with Shellppint Mortgage Servicing XXXX. XXXX XXXX XXXX, MI XXXX and the current law states that I would not be reported to the credit agencies. Shellpoint reported me as being late for XXXX and XXXX. My score has plunged 70 points and you have put me in jeopardy with all my other credit cards that could lower my spending or close my accounts. I called yesterday and an associate told me I would have to dispute this with the bureaus. This makes no sense since they made a mistake and accidentally broke their agreement in writing with me. I have the letter as proof. Can you please help me and have them correct this incorrect reporting to the bureaus? Thank you so much XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred over to Shellpoint Mortgage Servicing in XXXX of 2020, and since then, in 8 short months, I have had more headache than I have had over the past 12 years I have lived in this house. First complaint is regarding communication, and that manifests itself two fold. For one, there is a lack of consistent and competent representatives when calling. It feels as though it is the luck of the draw when calling, as you never know the service you will receive. Secondly, there is insufficient time provided whenever their is change in your mortgage payments ( example provided in detail below ). So whether it is written or verbal communication, there seems to be a lack of clear and thorough thought process that they seem to follow. There is a clear lack of consistency in service, which has not only cost me a headache but now they are wanting to charge me fees. Example : - I was sent a letter on XX/XX/XXXX, expressing that my mortgage payment for XXXX will increase due to the evaluation of the escrow. The increase was significantly larger than usual, so looked closely and discovered that they had not taken my tax exception into account. I immediately reached out to them and a representative explained that they do not have the exception letter on file and I needed to resubmit the letter from my local government. However, the issue was that the presentative said that it would take 6 weeks to process the letter ; perplexed by the timeline, I expressed how I am given a notice only five weeks prior to a payment but required 6 weeks to process amendments. The representative promised an expedited process as long as I provide the necessary documents, which I provided the documentations the next day. In mid XXXX, I received a letter with the reevaluated escrow ( with the tax exceptions ) and was given a new payment amount, in recognizing the difference between the amount paid in the first of XXXX and what I owed since the reevaluation, I made a secondary payment for the difference. Yet I am now charged with a late fee for the month of XXXX because according to their representative I was short in my payment for XXXX. When I tried to explain the situation with the representative, I was told I must write a complaint letter to the loan services department in order to contest the fee, and as you can imagine that also would take weeks upon weeks. I followed their direction, but after looking into the company and reading many complaints that are similar to mine, I am alarmed at how many people the company is trying to take advantage off, an error from Shellpoint should not cost its customer any more let alone, let their error lead to fees and charges because the timeline provided does not allow people to write wrongs. This should be illegal, but definitely is immoral.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A