Date Received: 2020-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortgage with the following company : Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX, Michigan XXXX Shellpoint escrow does not pay the Homeowners insurance, we pay for this premium each year. Twice a year, Shellpoint sends us a letter stating that the insurance policy has lapsed and that they are imposing a policy at a rate which is 10X the cost of our policy. Each time this happens we upload a new copy of the policy which Shellpoint ignores and implements their own policy. Phone calls can not be routed to the organization which issues the policy letter, the Escrow organization denies responsibility, and all documentation is not acknowledged. Twice a year I have to have my insurance agent resolve the issue which takes several days to resolve. We have no recourse to prevent this issue, we can not get in touch with the correct department and we can not get this resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98118
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I AM WRITTING TO YOU BECUASE MY MORTGAGE COMPANY ( SHELLPOINT MORTGAGE ) IS TAKING ADVANTAGE OF ME. AS OF XX/XX/2020 I ASKED FOR HELP SINCE I WAS AFFECTED DUE TO COVID 19. SINCE THEN SHELLPOINT MORTGAGE HAS LIED ABOUT MY ACOUNT BEEN UNDER REVIEW FOR A LOAN MODIFICATION. LUCKILY I NEVER MISSED ANY PAYMENT BECUASE NOW SHELLPOINT MORTGAGE IS TELLING ME EVENTHOUGH I NEVER MISSED ANY PAYMENT SHELLPOINT MORTGAGE ORDER A BROKERS PRICE OPINION AND PLUS THEY WILL CHARGE ME EXTRA FEES TO REVIEW MY REQUEST FOR A LOAN MODIFICATION DUE TO COVID 19. I SPOKE TO SHELLPOINT MORTGAGE IS TELLING ME THAT I AM RESPONSIBLE FOR THE COVID 19 FEES LOAN MODIFICATION SINCE THEY ARE ABLE TO CHARGE ANY HOMEOWNER THAT APPLIES FOR THE PROGRAM. I BELEIVE THIS IS UNFAIR AND SHELLPOINT MORTGAGE IS TAKING ADVANTAGE OF HOMEOWNERS SITUATION THAT WAS AFFECTED DUE TO COVID 19. PLEASE HELP SINCE ALL MY PAYMENTS HAVE BEEN MADE ON TIME SINCE THEN AND I FEEL SHELL POINT MORTGAGE IS JUST TAKING ADVANTAGE. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90280
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The statements for XX/XX/XXXX have not yet been posted online for customers to view. When I called the company today, they stated the statements have not yet been created. A letter from their compliance department last month stated all statements are to be posted on the XX/XX/XXXX of the month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with NewRez since XXXX. Mortgage Insurance ( MI ) on my loan was supposed to be discontinued about 2 years ago. I have contacted the company many times ( by phone and email ) and received a letter in XX/XX/XXXX stating my loan has been approved for FHA MI cancellation, with FHA MI paid in arrears. I have since contacted the company again for follow-up on removing the MI from my monthly payments and for refund of arrears, but I have been unsuccessful. Anytime I call, I am being redirected to an insurance number that is unable to answer my questions. Lately, I received a letter stating my request has been submitted to the owner of the loan. The whole process has been very confusing.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried contacting Shellpoint because of this pandemic to no avail. This company has totally ignored the Cares Act about lenders and loan servicers can ' t foreclose on homeowners until at least XX/XX/2020.The Cares Act and guidance from GSEs and the USDA prohibit lenders and servicers from beginning a judicial or non- judicial foreclosure against homeowners or finalizing a foreclosure judgement or sale. This protection began on XX/XX/2020 and extends through at least XX/XX/2020. If you experience financial hardship due to the coronavirus pandemic, you have a right to request and obtain a forebearance for up to 180 days. You also have the right to request to request and obtain an extension for up to another 180 days ( for a total of up to 360 days ). There will be no additional fees, penalties or additional interest ( beyond scheduled amounts ) added to your account. You ( homeowners ) do not need to submit additional documentation to qualify other than their claim to have a Pandemic- related financial hardship. Millions have experienced financial hardship because of covid-19. The Cares Act provide many homeowners with the right to have all mortgage payments completely paused for a period of time. Shellpoint is violating all moriatoriums and executive orders by the president of the United States and all governors in the United States which is violating my rights and also other homeowners that have mortgages with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Filed complaint # XXXX Shellpoint / New Rez Mortgage continues to report inaccurate information while taking no liability for their actions only to blame me. To date XXXX is still showing outstanding balance of {$88000.00} and late payments. Shellpoint was paid in full XXXX XXXX in which they denied. Shellpoint stated I still owe to date the money for Insurance XXXX and Taxes XXXX that they paid on the same day the loan was paid off. Shellpoint has refused to show any documentation proving these payouts were even made. Shellpoint has now issued me a check for {$6700.00} ( see attached. ) while still stating that I owe them additional money. How is it that I owe them this money but they send me a check. Shellpoint has only now sent me a paid in full letter ( Received XXXX ) while trying to back date it as they did with the original payoff while claiming this was done before but still not reporting it to credit agencies. They stated to me that was my responsibility to report it. Once again this is showing Shellpoints inability to show accurate honest accounting practices and timely accurate reporting to all credit agencies. Requesting that Shellpoint remove all negatives and outstanding balances from my credit reports.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The short story is this : The company NewRez LLC dba Shellpoint Mortgage Servicing ( to be referred to as Shellpoint ) has failed to process a payment I sent in on time. I have spent dozens of hours chasing after them with many promises that they are fixing the issue, only to receive late fees and threats of affecting my credit score, all due to a mistake they made and have failed to follow up on. Below is the longer story. On XX/XX/2020, I closed a cash out refinance loan with XXXX XXXX. The monthly payment is {$2800.00}. The closing of the loan included payment through XX/XX/XXXX. For the payment for the month of XXXX, I sent in a payment to XXXX loan servicing department as they still held the loan. This payment was received on time, as with every other payment I have made since. For XXXX, I sent another payment into XXXX loan servicing team, but they had to forward the payment to Shellpoint because they had just transferred the loan to them. They sent it via XXXX with tracking number XXXX which arrived to Shellpoint on XX/XX/2020. In addition to this being the first of the month and thus on time already, Shellpoints official grace period was later on in the month since the loan was newly transferred. To restate for explicit clarity, this payment was made successfully, on time, and withdrawn from my account. Shellpoint failed to process this payment. They have charged me late fees two times ( which I had to spend hours calling in and discussing with a supervisor to get removed ) because their mistake reflects as if I have missed a loan payment. I have called in many times ( probably around 15 times ) and emailed Shellpoint several times to resolve this issue. Each time I speak with them, they promise this issue will be resolved soon. Sometimes they say within 60 days, sometimes within 24-48 hours. Never has this issue been resolved. Ive spoken with 4 supervisors ( XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX ), as well as left a message with one supervisor of supervisors ( XXXX XXXX ), and been asked to email one customer service agent who did not respond when I did email and follow up ( XXXX XXXX ). Not a single person has successfully resolved this issue. The supervisor of supervisors did not call me back. I have been told from several of the customer service agents that the payment on XXXX was in fact received by Shellpoint, but it was not processed. I dont know what that exactly means, but they have confirmed they received the payment. This payment of almost {$3000.00} was received by Shellpoint, but not processed, so Shellpoint has fallen back to blaming me and assuming I have not paid. In the months since XXXX, I have paid on time every single month without fail. Shellpoint has received and processed all of these payments. I have spent so many hours dealing with this, receiving failed promise after failed promise that they will deal with this issue. As of XX/XX/2020, they transferred the loan to XXXX XXXX. The information XXXX has says that I am a month late on my payments, so now they believe I owe this additional payment of {$2800.00}. If it hasnt yet, this is going to be reported fraudulently to the credit bureaus, thereby furthering the impact on me due to Shellpoints mistake. I have no power in this situation and Im unfairly being bullied for the mistakes Shellpoint made.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: HI
Zip: 968XX
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX a company called New Rez began servicing my mortgage. The terms of my mortgage only included Flood Insurance, I was paying Property Taxes and Home owners Insurance. In XX/XX/XXXX New Rez made a payment on my Property Taxes. Over the next 10 months I made extra payments to them to repay the funds. On XX/XX/XXXX I emailed the company in an attempt to make sure that this porpblem would not repeat itself, I never received a response. I have attached a copy of that e-mail. I have since received notification that my next payment due on XX/XX/XXXX will more than double from {$1400.00} to {$2900.00}. They justified this adjustment stating that an Analysis of my Escrow account had been completed requiring the increase.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Back in XXXX I was laid off after 20 years at my job, I became XXXX XXXX and struggle for about 2 years after. I believe at the end of XXXX I became past due on my mortgage about 3 payments. I recently took a good look at my mortgage statements and realized that most of my payment is going to interest so I looked at my loan note and realized my name is not even on my note, I borrowed $ XXXX on XX/XX/XXXX with a 30 year fix mortgage with a maturity date of XXXX/XXXX/XXXX that means I have been paying on it for 11 years and my principal balance has only gone down $ XXXX, so I decided to call my mortgage lender and they informed me in XX/XX/XXXX I received a modification ( I honestly don't recall signing any documents ) and they said my term was extended 14 extra years ( for 3 past due payments ) meaning my maturity date it is now XXXX/XXXX/XXXX but yet my payment are still the same as my original note. I have been requesting copies of my signed modification documents to no avail, my current lender is New Rez when I called them for copies they referred me to XXXX XXXX XXXX XXXX from Shell Point Mortgage Services I talked to her and she said she does not have them to contact my lender via email I sent an email to XXXX I have not heard from anyone. I desperate need your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90242
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez mortgage processor as not been reporting my payments to all 3 credit agencies every month. The company waits three months to report one on time payment leaving the other past months I have paid marked as unavailable data.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 21225
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A