Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please, I am begging you to help me. Please don't accept the lies that Shellpoint with provide you without doing a full investigation. New Rez dba Shellpoint Mortgage Servicing placed my account into an unauthorized and illegal forbearance program on XX/XX/2020. This was done without my consent or knowledge. Prior to this forbearance, my account was set up to draft payments bi weekly. I have also just learned that from the inception of the loan that payments have not been properly applied or at least timely which means daily interest has continued to accrue and portion of payments applied to principal have been less, interest paid has been more. This had been going on for two years to my account. ( Attached is my payment history with New Rez ) Because my account was placed in to an unauthorized forbearance program, New Rez deducted two payments from my account in XX/XX/2020 only to find out that one of the payments was redeposited. I called XX/XX/XXXX to find out why two additional payments were also not deducted for XXXX and that is when I learned of the forbearance program, I immediately insisted that we be removed and logged onto New Rez to make payment. A week later, I realized that New Rez did NOT accept that payment either as they stated it was not a full payment because of the returned payment in XXXX, which nobody from New Rez could explain. All phone calls are recorded from New Rez, when we called, nobody could explain why this happened. We also started to get NSF fees applied to our account. In the first week of XXXX I had to pay New Rez XXXX dollars, full payment for XXXX, XXXX and half a month for XXXX to get out of this mess. New Rez will also not allow me to set up reoccuring payments any longer. Since this has happened, they have reported me delinquent with the credit agencies affecting my credit. My credit has dropped from XXXX in XXXX to XXXX in XXXX. As you may know, under the CARES Act, no loan accounts placed in forbearance may be reported as delinquent, making the action taken by Shellpoint outright improper. ( I am also attaching a letter from Shellpoint, admitting to error and yet refusing to fix my XXXX ) Shellpoint has refused to fix my XXXX showing that I am delinquent on my account. I only found out from hiring an attorney that according to shellpoint my account was still under forbearance through XXXX. I am trying to refinance my home to get away from Shellpoint but my new lender is in need of a correct XXXX which Shellpoint will NOT provide. I am unable to reapply for a new refinance after my lock expires because shellpoint has destroyed my credit. What they are doing with payments is also illegal. They are affecting thousands of consumers with their illegal practice. A full investigation needs to be completed. They are illegally placing people without their knowledge into forbearance and then turning around to ruin their credit, and reporting them delinquent, all illegal acts. They are not applying payments correctly stealing thousands of dollars in interest from consumers like me. Heres correspondence received from NewRez dba Shellpoint Mortgage Servicing acknowledging the error.. Note that the loan account was placed in forbearance on XX/XX/2020 and the account remained in such status until XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: On XX/XX/2020 ( see attached letter ) Exhibit XXXX XXXX XXXX transfers to Shell point mortgage servicing. XXXX XXXX has no servicing rights. How can XXXX XXXX fraudulently transfer any servicing rights that they dont own?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my fourth complaint regarding fraudulent and predatory practices of New Rez aka Shellpoint mortgaging services during healthcare crisis and national pandemic. These companies deceitful acts are to be exposed and investigated. In response to my complaints to these companies, including to their escalations department, LM specialists including XXXX XXXX, XXXX XXXX etc, New Rez /Shellpoint issued another response dated XX/XX/XXXX which this time is unsigned. The said response was uploaded into the CFPB website by New Rez/ Shellpoint. In accordance with GBL, the consumer is entitled to know the name and the title of person responding to the consumers complaints. The said response stated in paragraph 4 : Loss Mitigation Department representative attempted unsuccessfully to reach you at a phone number ending in XXXX on XX/XX/XXXX and XX/XX/XXXX to discuss extending your forbearance for an additional three ( 3 ) months toXXXX XXXX, XXXX ; a voicemail was left from the XX/XX/XXXX contact attempt. When I again contacted Loss Mitigation, LM Specialist XXXX XXXX stated that : We cant extend the forbearance plan toXXXX until XX/XX/XXXX.. XX/XX/XXXX is the deadline on the current forbearance. Leaving no grace period for extension puts the loan into a possible default, and is unconscionable. I have sent numerous correspondence to the company requesting their official position as to why despite of the companies statement that your XXXX XXXX XXXX XXXX f//k/a XXXX XXXX ( XXXX ) backed loan is entitled to a 12-month forbearance period total, in maximum increments of six ( 6 ) months, if you request it due to a sustained inability to make your full contractual monthly installment payment, no forbearance or any response is being provided as of XX/XX/XXXX and my correspondence is being simply ignored. As a retaliation to my inquiries into the companies fraudulent practices, my escrow account is being charged for insurance when my condo and HOA insurances are current and active. Copies provided to NewRez and Shellpoint. As such, signed response to this complaint is requested.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I keep sending them proof of insurance they seem to never get them? I send them two copies already and they said they didn't get it? I sent them copies of the HOA master policy with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX XXXX. It states XXXX XXXX XXXX # XXXX and XXXX XXXX XXXX XXXX XXXX # XXXX. My personal is with XXXX XXXX XXXX # XXXX phone # XXXX. My mortgage company is Shellpoint XXXX. XXXX XXXX XXXX Mi XXXX Phone XXXX loan # XXXX I feel they keep doing this thinking if they do it enough I will forget and they will charge me anyway.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my loan was sold to NewRez. I paid my XXXX payment on the XXXX of XXXX but sent it to the wrong servicer. NewRez has two companies that service the loans they buy. XXXX and Shellpoint. I sent the payment to Shellpoint but it should have gone to XXXX. Shellpoint did not forward the payment to XXXX and has not returned my {$1700.00}. Shellpoint has admitted they have my money after I sent them proof that they received the payment through XXXX XXXX by check, they have not returned my {$1700.00}. Now some confusion comes in because there are 3 people on title. Although the statement only has room for 2, my name is not reflected on the statements. But I am the managing partner and I deal with all the payments. At this point in time, I am at a loss of what to do. Maybe if the CFPB gets involved, it will force them to return my money. Please advise, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX of this year, I have had to call Shellpoint at least once a month in an attempt to get the allocation of the monies we send them allocated as we instructed. I have spoken with representatives who apparently don't bother to listen even though I have asked them to make copious notes in their computer detailing our conversations. The monies are received by Shellpoint and they do whatever the XXXX they want with it. They have misapplied payments. Put payments in " unapplied status '' and currently hold money in this " unapplied status '' while charging the account late fees! How can you have late fees when you have monies in an " unapplied status ''! On XX/XX/XXXX we mailed Shellpoint Servicing a check for {$5300.00} to bring the delinquent payments current. On XXXX we mailed Shellpoint a check for {$2700.00} AND DESIGNATED ON THE CHECK THAT IT WAS TO PAY THE TAXES IN THE ESCROW ACCOUNT TO BRING THE ESCROW TO XXXX. On 2 SEPARATE OCCASIONS we requested that the escrow account be eliminated and that we would be paying the taxes and insurance. Shellpoint responded by saying they would " they would give us an answer ''. I spoke with a representative earlier around the XXXX of this month. I had not received a letter or notification the escrow removal had been denied. The representative I spoke with made no mention that it had been denied. I told the rep I was going to send a simple P & I payment for XXXX in and it should be allocated as such. I asked to make a note in the computer so someone would see it when the payment came in. We can get a copy of the recorded conversation to verify if we need to! We never received an answer for ether request to remove the escrow account. A representative from Shellpoint that I spoke with on Monday XX/XX/XXXX confirmed Shellpoint NEVER sent a letter stating to us the request to remove the escrow was denied. Therefore, as payments have been made, unbeknownst to us, Shellpoint starting with the XX/XX/XXXX payment, takes what would be a simple P & I payment and escrow taxes out of that. This leaves a shortfall in the P & I payment. They then charge late fees because the payments were " made full on time ''. We have sent payments every month on time since we started managing this account. I have called and spoken with representatives in an attempt to get the amounts needed to bring the escrow accounts brought to current. We sent those payments in. Because of their error not to send the escrow denial notification we were under the assumption our instructions had been followed as asked. Monday I learned they are applying the payments differently, and they are charging us late fees, holding money in an account AND NOW THEY'RE MAKING ME WRITE COMPLAINTS TO GET THIS RESOLVED!! I have spent an inordinate amount of time trying to get this company to get the allocations on this account correct. My efforts go in vain. I now have to seriously consider the thought that they are holding money for their own use and purposes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez has not paid my school taxes out of escrow. They were due by XX/XX/XXXX to get the 2 % discount. I called 3x sent an email with a copy of the school taxes in XX/XX/2020 ( even though they stated they already had a copy ). I was told the issue was escalated, that a check would be overnighted to my township to pay the taxes. As of today XX/XX/XXXX, the money is still in escrow.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 19014
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: RE : Loan Number XXXX Shellpoint Mortgage Services Phone : XXXX XXXX Fax : XXXX Agent that service that case XXXX XXXX XXXX ( XXXX ) XXXX Borrower XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY, XXXX I requested at end of the XX/XX/2020 to send me payoff letter and mortgage assignment letter so I can refinance my home I need mortgage assignment letter to arrange for my existing lender to assign, or transfer, the mortgage to the new lender.so I dont have to pay the states mortgage recording tax all over again. I have received a payoff letter but i have never received mortgage assignment letter My attorney sent to Shellpoint Mortgage Servicing mortgage assignment request I filled and signed it. My attorney submitted that form to the Shellpoint Mortgage Services beginning of the XXXX and it seems went in vain. Multiple calls and requests to confirm mortgage assignment and letter from Shellpoint Mortgage Servicing stating it are disregarded. Promises to call back and resolve that issue also not delivered. I feel hopeless. Taking into consideration now days situation and my financial status I'm asking you help me in this situation. Thank you so much for your consideration and attention to that matter. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NY, XXXX ( XXXX ) XXXX
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current ( new ) mortgage company is NOT applying my payments correctly. I send them payments bi-monthly. {$400.00} & XXXX/month. They are not applying the payments to the PITI ( which it is supposed to be ) they are instead applying the " extra '' payment to principal which is messing up my payments. They are wrongly claiming we are past due and hitting us with erroneous late fees also.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32757
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I was a victim of Fraud. My mortgage payment comes out automatically from this account. I called the mortgage company Newrez and they assured me the payment had already been made and would not accept pmt. The money did not come out of the account. By XX/XX/XXXX the money still did not come out. I called again and attempted to pay the pmt. they said again they were paid and gave me ref numbers. I finally got it straightened out. But they would not update my account correctly with the new draft number. Now they charged me a fee and will not reverse it. I have provided the the new draft number 3 times! They are at fault also for continuing to insist it was paid and not accepting my payment. I bet they make a ton of money from fraudulent fees. Plus all 5 times I called, it took over an hour.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94559
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A