Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - XXXX XXXX XXXX mistakenly paid out two different homeowners insurance premiums. One payment of {$1400.00} was sent to our previous homeowners insurance company to a policy that had been cancelled. Another payment of {$1200.00} was sent to our current homeowners insurance company. This was done unbeknownst to us. XX/XX/XXXX - XXXX XXXX XXXX sells our mortgage to NewRez LLC c/o Shellpoint Mortgage Servicing XX/XX/XXXX - We receive an escrow analysis from NewRez stating our escrow account is {$2600.00} short. After some research, we determined this shortage was due to the overpayment XXXX XXXX XXXX had made on the cancelled homeowners insurance policy. After multiple conversations with NewRez, they advised us to make " escrow only payments '' to catch up the escrow account. The following amounts were paid according to the verbatim amounts multiple representatives advised us to pay in order to balance the escrow and mortgage accounts. The payments were applied incorrectly, resulting in multiple late payment fees and late payment notices to our credit report : XX/XX/XXXX {$1000.00} - Applied as a " principal only payment '' XX/XX/XXXX {$1600.00} - Marked as " unapplied payment '' XX/XX/XXXX {$1000.00} - Applied as " Escrow only payment '' XX/XX/XXXX {$1600.00} - Marked as " unapplied payment '' XX/XX/XXXX {$2000.00} - This was an amount we were advised to pay in order to bring our account current. Unable to determine what happened to this money once it was sent to NewRez. XX/XX/XXXX {$1100.00} - Marked as " unapplied payment. '' This amount was supposed to make everything " balance '' according to XXXX with NewRez. He advised us to send the payment in and it would be put in the proper account. He advised us that moving forward, our monthly payment would be $ XXXXWe paid an overage of {$1600.00} each month moving forward out of an abundance of effort to ensure no further delinquencies would be threatened. XX/XX/XXXX - We entered into a forbearance plan as I lost my job due to Covid-19 on XX/XX/XXXX. We continued to make on-time payments of $ XXXX/month, as we had been advised to do by NewRez. XX/XX/XXXX - NewRez sends us an escrow analysis, wherein they had discovered an overage of {$520.00} had been paid. They sent us a check in the mail, at which point we called NewRez and asked them to simply apply the overage to our monthly mortgage payment, as they were still insisting we were not paying the required monthly amount and were behind. The escrow statement itself determined our monthly payment should read {$1600.00} and not {$1700.00}. However, they continued to bill us {$1700.00} each month, putting the {$1600.00} we were sending into a separate " suspense account. '' XX/XX/XXXX - The {$520.00} is reapplied to the escrow account as we did not cash the check, believing NewRez was doing as promised and moving that amount into our regular mortgage payment. Over the past 6 months, even while in forbearance, we have received letters from NewRez threatening foreclosure if we did not bring our account current. They have filed negative marks against us for late payments to all three credit reporting bureaus, making our credit scores plunge. We have spent countless hours on the phone with NewRez, speaking with multiple representatives, supervisors, forbearance departments, and supposed " escalation '' teams in an attempt to get our account balanced. Even through unemployment, we have met our mortgage obligations, paying a week ahead of time, only to receive statements every month that show us months behind with mounting late fees, foreclosure threats, and continued negative reporting to the credit bureaus. This is unacceptable. We are now unable to refinance due to the negative marks on our credit reports. Promise with NewRez forebearnace department has stated they have submitted requests to have the negative marks removed, but a week later another NewRez associate advised us they had no power to do that. At this point, we are considering legal action to force a third party audit and review of our account with NewRez, as well as account for the literal hundreds of hours we have spent over the past year and a half trying to rectify the mistakes of the mortgage companies. Additionally, NewRez has stated they would only be able to supply certain call recordings and statements of our account from their office upon receipt of a written subpoena.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30655
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My loan was transferred to NewRez in XXXX of 2020 with a first payment due on XX/XX/2020. I began setting up my account with them immediately upon their instructions to go online and activate the account due to an incorrect last 4-digits of my SS #. Therefore, I was not able to complete the setup. Since I did not want to make my payments to an incorrect SS #, I immediately alerted New Rez. I called and the rep. told me that the reason why I was unable to get online is because the last digits is incorrect and told me what they have on file at NewRez. I told the rep that they have it incorrectly, and all of my closing documents showed my correct SS # so the error was internal at NewRez. They assured my this would be taken care of immediately. So I waited a few days and tried again. Same issue, they don't recognize my correct last 4-digis of my SS. #. I have made 6 calls to NewRez since XXXX and sent emails ( no response to email ), as of today, XX/XX/2020 when my payment is due, it is still not corrected. Needless to say, this has already been a bad experience and I have not even been with them for a full month. I am not comfortable sending a payment today with an incorrect SS #. It was suggested that I XXXX have to refinance again to correct this issue. No way I would want to do that!! I was told by the last rep on Monday that she will follow up with me to ensure that it's being done and call me ... crickets!!!. Even the company that transferred the loan to NewRez said they contacted them, that was futile, nothing changed. I am exhausted and want an immediate resolution to this matter. I should not have to go thru so much just to pay my mortgage on time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer ( SHELLPOINT MORTGAGE ) since the inception of the cares act has been putting my mortgage in forbearance and upon my request has deferred the forbearance to the end of my mortgage until recently they are now telling me I'm no longer eligible for a deferment and are looking to make payment arrangements with me while I'm still in XXXX due to covid. It is to my knowledge according to the Cares Act that I can request a deferment for the first 180 days and if need be can request another 180 days if still in hardship with no questions asked of my current financial situation due to covid. I have not been able to speak with my representative XXXX XXXX of Shellpoint Mortgage. He claims he has called me but never leaves a message regarding contacting me. He did email me saying he called me and I emailed him back and have not received a response to my question about defering my mortgage and how I understand that I have 360 days where I can defer my mortgage and other representatives I am getting on the phone are telling me I'm ineligible for deferment? Also I have concerns about my escrow as to who should be paying my taxes and home owners insurance? I understand that the servicer ( BANK or SHELLPOINT should also be paying that as well???
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez recalculated my escrow incorrectly by charging me twice for my yearly insurance premium. I called and was on the phone for over an hour, and was assured that the company would recalculate my Annual Escrow Account Disclosure Statement within the week. This was not done, and my mortgage payment increased from {$1400.00} to {$1800.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I called Shellpoint and went online to request a COVID 19 temporary forebearance since I can not afford my mortgage. It is know XX/XX/2020 and I have received no information except for a MORTGAGE STATEMENT showing I am now past due 2 payments. I have nothing online nor in the mail acknowleding my request. I have done this twice and have gotten nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60630
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are trying to remove PMI and have satisfied the terms of the mortgage agreement. The date the principal balance actually reaches 80 % of the original value of the property, based solely on your actual loan payments. We are past that point now and New Rez ( lender ) refuses to remove PMI.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CT
Zip: 06902
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently refinanced my home lone through XXXX XXXX for a better rate. I closed out my old home loan with mortgage holder NewRez, who issued me a check to refund the escrow I had already payed for the year for {$4700.00}. I deposited the check on the XX/XX/XXXX to my account at XXXX XXXX XXXX but the check never cleared. Yesterday ( XX/XX/XXXX ) they issued a chargeback on my account, removing the {$4700.00} and also causing the bank to issue me a Chargeback Fee of {$5.00}. When I contacted customer support for NewRez I was told that the check had been voided and that they issued me a new one on Monday ( XX/XX/XXXX ). Nobody had bothered to see if the check was deposited or not before voiding it. The new check is supposedly in the mail, but when I pressed the issue of why this had happened and what they were going to do about the chargeback fee they just said the complaint had been noted. A lender bouncing checks issued to their borrowers is intolerable. There would be stiff consequences for me, the borrower, if the roles were reversed and I was issuing bad checks to them. This is not my first encounter with NewRez 's incompetence, but this is the first instance where it has impacted me financially rather than just inconveniencing me. Someone needs to do something about this behavior.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 76901
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shell point mortgage has taken over responsibility of my home loan back in XXXX 2019. My loan in the last 12 years has had many different ownership. I had waited to make payment like I normally have done till XXXX when they said they finally got the information transferred over. It was reported that I owed over {$6800.00}. I started to inquire in XXXX to get this fixed. Back and forth I have been calling them waiting a month to get an update. My statement from Di-tech shows I was current as of XXXX XXXX, 2019. I have been back and forth with trying to get them to fix my account as I am not disputing the total owed on the loan. The amount owed is accurate. I am sure if there was a schedule for someone to look into would find the schedule accurate as well. I am submitting my statement showing I am current as of XXXX XXXX, 2019. I have already showed the payment history to not be accurate as the statements Shellpoint has shown they have received the payments but refuse to add them into the payments history. History of this complaint can be seen on complaint XXXX. I guess my last part of my complaint was never answered. I am submitting a financial statement showing the account is current and would like to know why Shellpoint is ignoring the statements? Why is there only the convenience to only take part of the information from the statements, such as documenting the proof of payments, but not the total owing? Why when I showed proof of payments, Shellpoint used a statement to show there is documentation for the payments, but not updated there payment history to also reflect the payments? I am submitting a statement showing I am current as of XXXX XXXX, 2019. My last response from Shellpoint mortgage company was responded by mortgage statements and was closed. I am not disputing the principle owed on the loan, as this has been followed and is accurate. I am disputing Shellpoint stating I am missing payments.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98002
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2010, XXXX XXXX XXXX ( then backed by XXXX XXXX ) offered to modify my loan but only upon default. Once the loan was in default, the new owner, XXXX ( XXXX XXXX XXXX - XXXX ) did not offer a viable loan modification. And XXXX was unable to lawfully proceed with foreclosure. Shortly thereafter, XXXX XXXX dropped its protections and no longer secures the loan. As a result, XXXX sold the loan, and it has been sold again several times over the last decade. The current note holder, XXXX XXXX XXXX XXXX, by XXXX XXXX XXXX XXXX, not in its Individual Capacity but Solely as Certificate Trustee, nor its servicer, Shellpoint Mortgage Servicing are willing to offer a viable loan modification. The Trustee has begun a foreclosure process and sent a Debt Validation Notice, which Notice states that the debt currently owed exceeds {$400000.00} -- due to interest, late charges, and other charges, etc. This debt is unverified. And I'm requesting to know all the information that I'm entitled to under the laws so that I may continue to negotiate viable loan terms and remain in my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am submitting errors and questions regarding my mortgage for which I have been paying on for 20 years, with 10 years remaining. I feel threatened that the servicing agents are doing their best to take my home from me. I need any assistance you can give to me. I thank you in advance for anything you can do to aid me in the protection of my home. I have been sending files to Shellpoint to give them the opportunity to correct changes to my statements that make no sense to me. They fail to provide me with sufficient proof of no wrong doing. I am enclosing all that I have worked on to date. I have enclosed all cover letters. I was not sure if I should send copies of all statements and records mentioned In the cover letters since there are so many. So including only those that are mentioned. However I am able to send more if you need them. On XX/XX/XXXX XXXX XXXX sent an email that Greentree rejected my mortgage payment That I resubmitted to Shellpoint, not Greentree, because, I had discovered a credit to my bank account for {$680.00} with no explanation for the reason why, so to be sure I was credited a payment I resent another payment even tho the check had cleared my bank. Greentree Did in fact cash the payment I had bill payed for the XXXX payment, in XXXX. The resubmitted payment was not sent to Greentree, I sent it to Shellpoint. I then emailed Shellpoint that it was rejected and they somehow intercepted the rejection or XXXX XXXX realized it was not Greentree after all, and was then accepted and then processed. Enclosed : please find XXXX Transactions and email to Shellpoint dated XXXX XXXX. Along with an email FROM Shellpoint acknowledging the email from me. 3 pages all dated XX/XX/XXXX, XXXX also enclosed, bill pay to Greentree XXXX showing on XX/XX/XXXX proof of XXXX payment made and accepted, then a return on the XXXX of XXXX almost a month after they recd and processed my XXXX payment. Then bill pay to Shellpoint with first payment made on XX/XX/XXXX, the payment mentioned above made to Shellpoint NOT to Greentree. Enclosed is payment history from Shellpoint. Showing payments recd about 10 days after they cleared my bank account. Which will show on my bill pays mentioned above. The lateness of posting these payments to my account have lowered the principal credit considerably, see the XXXX and XXXX payments to see the discrepancies, with no principal credit at all on the XXXX payment that was cashed and then later credited back almost a month later. *****On XX/XX/XXXX, I received a reply letter from Shellpoint regarding correspondence that has been going on since the refusal of my mortgage payment. They have been corresponding by responding to my questions, yet giving false information back, I have done all I can to make them aware I am aware of the discrepancies on my loan. Now they reply in such a way to imply they have not control over my loan until they took over in XXXX. In my understanding any company that takes over a loan must adhere to the terms of the original agreement, making them now responsible to make my loan status correct to date. ENCLOSED IS THAT LETTER DATED XX/XX/XXXX. Now my question is, IS Shellpoint simply once again just a name change and not a transfer to another servicing agent? As before, Conseco to Greentree to Ditech, now to Shellpoint. IF so and they are a name change, the XXXX payment has discrepancies that caused a principal credit not to be applied and shows me late paying. I have enclosed an address for all of them over the years. Enclosed See Addresses.. Also notice an Attorney in XXXX Michigan that has the same address as correspondence I am receiving through Shellpoint with no name on the form, that is a foreclosure Attorney. I remember an attorney from XXXX Michigan when I had Conseco as my servicing agent, if this is the same attorney, then yes Shellpoint is connected with Conseco. I feelings is they were trying to refuse payment claiming I was behind so they could repossess my home. I am under the impression they refused payment trying to foreclose on me. But my records and correspondence showed them I had proof of my payments and foiled that attempt to foreclose. Once again leading me to believe this is a name change only in mortgage servicing agents, and they are trying to hide that fact. XXXX found searching thru XXXX search : see Enclosed Received on XX/XX/XXXX from (? name not given ) XXXX XXXX XXXX XXXX Mi XXXX. Looking online research this is where I found the foreclosure attorney. Attached forms are for Shellpoint welcoming letter and forms, dated XX/XX/XXXX, that I was not made aware of prior to this notice being receive on XX/XX/XXXX. Which is confusing as to no notice coming to me prior ,XXXX to the XXXX payment being due. Was this a deliberate attempt to make me late with my payment? Yet it states first payment due XXXX XXXX : SEE ENCLOSED COPIES Marked recd XX/XX/XXXX. The last file I am sending is the Last mailing I sent to Shellpoint and I am enclosing ALL documents I sent in to them.. This is the file they replied to that I marked recd XX/XX/XXXX, just above that I placed stars ***** in front of. Just my further concern as to what is happening to my account : Simple interest loans should be illegal, it is not explained in the original loan. A simple interest loan would NEVER be paid in full, creating a balloon payment at the end. If you pay on time your late, and receive no credit towards the principal balance, because if payment is made 34 days apart your always paying interest only. You would need a full list of my payments to see how this has been done to my account. ( I do have a copy from Greentree and one from Shellpoint of their records of my payments, but I was not sure if I should upload this as well, so did not, but can send if needed ) Fortunately I discovered this early on in my loan and adjusted my payments to 20 days before my actual due date. However they still applied payments way after I paid, so they could adjust the principal to less than actually paid. Balloon payment, nothing on my loan mentions the possibility of a balloon payment. I have discovered a clause on Shellpoints contracts that do mention a balloon payment. You will find as you go over my records I am sending that servicing agents have fraudulently made charges to my account and deferred amounts to the end of my loan which would in fact cause a balloon payment, which would be due upon the end of the loans contracted due date. No way a senior would be able to pay or obtain a loan to pay at the age we are at the time of the final payment. While they can not change my original contract, there is NO mention of a balloon payment and if they successfully add payments at the end, I will be forced to pay or lose my home. So if they can not foreclose as it appears they have been trying to do, they will then force a balloon payment on me, causing me to lose the home one way or another. As I mentioned at the beginning of this correspondence I do have more that I can share. But with what I have already sent this time was afraid to overload you with more. I do not know if I have covered this well enough to show my problem but I did what I felt was needed to show the discrepancies that have occurred and the failure to recd adequate support in dealing with this matter. I await further instructions on what I need to do to go forward with this matter. Thank-you in Advance and I appreciate anything you can do to help me keep my home. There is another payment to go out on XX/XX/XXXX, which at this point I do not have records to upload. And all future payments will be sent every 3 weeks from this point on.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A