Date Received: 2020-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been contacting Shellpoint for assistance in processing a short sale for my late father 's property. Shellpoint has spent extensive amounts of time processing documents, including just basic letters of authorization. Despite their unresponsiveness, I have sent everything we could imagine sending to get this process started. They have FINALLY verified the written authorization form sent to them to work with the real estate agent. Unfortunately, it just seems to be some kind of sick joke, because upon the agents finally getting information from Shellpoint, the representative said that they did not believe I submitted a short sale request because on the Uniform Borrower Assistance Form page 3 states : " I'm requesting review of my current financial situation to determine whether I qualify for temporary or permanent mortgage loan relief options. '' This line WAS NOT WRITTEN IN BY ME. It is a standard part of the UBAF and is on every single copy of it ever. On page 1 of the Uniform Borrower Assistance Form I clearly checked the box for " Sell the Property ''. I also sent an Explanation Letter clearly stating, " Due to the passing of the homeowner, the mortgage default can not be cured at this time. Please allow a short sale. '' Shellpoint is being negligent with their timelines and responses to my request for assistance during a very delicate time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I sent in check # XXXX in the amount of {$690.00}, and clearly wrote on the check " Apply to Regular XX/XX/2020, payment on account # XXXX '', a second check # XXXX in the amount of {$3.00} and clearly marked on the check " Apply to overdue payment for account : XXXX '' a Third check # XXXX in the amount of {$700.00} and clearly marked on the check " Apply to PRINCIPAL ONLY for account : XXXX ''. I have attached the checks hereto. On the history, attached hereto, I marked in blue, they applied 2 regular payment and a principal payment of {$11.00}. They did not apply them as I sent them/marked them clearly. I called they said they could NOT transfer me to the department taking care of the payment : they do not have a number. That is absurd to me. I need the Principal payment of {$700.00} applied to the principal and NOT as a regular payment.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NM
Zip: 88310
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan officer requested a Pay off for the existing Shellpoint Mortgage. Upon receipt, there was an error with the payoff. The company included a {$7500.00} prepayment penalty. I contacted Shellpoint Mortgage on XX/XX/2019. I called at XXXX XXXX and spoke with a representative who then put me on hold for 134 minutes and then the call was disconnected. I called back at XXXX and after a few minutes was transferred to a supervisor, a XXXX XXXX. I told them that I had documents that proved the prepay was for 20 % and that it expired 9 months ago. He said that Shellpoint did not have a copy of the loan documents. He said it would take at least 30 days to get them. He said he would order a copy. I called back on XX/XX/XXXX at approximately XXXX with a conference call with my mortgage broker in an attempt to get an update on the corrected pay off. XXXX XXXX, the representative stated that the original signed loan documents needed had not been ordered. I asked to be transferred to a supervisor and for some reason the request was denied. It's pretty clear that Shellpoint is not interested in servicing the loan. How can you service a loan without the loan documents? Further, the prepayment penalty was for much more than the 20 % even if it was still in effect ... more like 24 %. I was able to call the originator of the loan and get a copy of the signed documents in 20 minutes. I got the copy of the documents and called Shellpoint again to find out where they should be emailed. At that time I spoke with a XXXX XXXX, another Shellpoint representative. At that time ( XXXX ), I was told that the loan documents had been located ( magically after 2 hours ) and the prepayment had in fact expired. XXXX stated that it would take an additional 3 days to get an updated pay off but that I would receive it by Thursday. Additionally, Shellpoint increase my escrow impound account by {$250.00} this year with little explanation ... fortunately, I caught the increase in time so that I would not have a late pay on my credit report. I suspect that this is one of Shellpoint 's tactics for keeping mortagagees in their high interest loans. My Shellpoint loan is at 6 % interest only and my new rate is 2.5 %
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2020, Shellpoint Mortgage Servicing ( NewRez LLC dba Shellpoint Mortgage Servicings NMLS ID is XXXX ) transferred the servicing of my loan to XXXX XXXX. At the time of the transfer, my balance was {$0.00}. Despite the transfer of the loan and the fact that I owe no money to Shellpoint, Shellpoint has reported my account as " past due '' to at least two credit bureaus ( XXXX on XX/XX/2020 and XXXX on XX/XX/2020 ). They also reported that the delinquent balance was {$0.00}. No payment is owed on this loan and no amount was ever past due. Shellpoint 's reporting to these credit bureaus is clearly an error or fraud. I requested in writing that Shellpoint take immediate action to correct the adverse report with all three credit bureaus and provided them with a copy of the credit reports. Since that time I have received three letters from Shellpoint indicating that they are looking in to the matter. On XX/XX/2020, I called Shellpoint for an update on the issue and was told that they were not, in fact, looking in to this matter and that if I wanted it dealt with, I would have to work with my current mortgage servicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: NEW RES-SHELLPOINT MTG XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Late payments The dates associated with payments not made on time for the account XX/XX/XXXX XXXX. Shellpoint took over my loan from XXXX XXXX I was not notified by either parties and was not aware that the loan was sold to said company. I was only informed by the company when i was late on the payment. 2. Loan was moved from XXXX to Shellpoint Mtg on XX/XX/XXXX. 3. I was setup with auto pay with XXXX XXXX and paperless communication and billing with XXXX I opt out of receiving mail due to the fact that we get a significant amount of spam and junk mail. 4. When with XXXX I was never late on my payment going back to XXXX when I signed the loan. 5. Shellpoint did not have my correct contact phone number and was contacting office fax number since start of loan the number they had was XXXX the correct communication number is XXXX. 6. Loan was paid in XXXX and an auto draft form was sent to shellpoint for draft date of XX/XX/XXXX via mail. 7. Office went in and paid invoice when we were contacted about a late payment on XX/XX/XXXX. 8. After sending the auto draft form in to Shellpoint and addressing to XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX with a date to draft on the XXXX we paid the bill for XXXX because the form stated that You must make a request in writing to Shellpoint 14 days in advance of a scheduled drafting date. 9. I have requested all phone calls and emails made to and from Shellpoint on account XXXX be sent to me via mail or email on XXXX XXXX XXXX today is XX/XX/XXXX and I still have not received this information. 10. From XX/XX/XXXX present I was informed that the late fee will be removed from my account after several follow up calls shellpoint staff informed me that there are no current late fees from any months with Shellpoint. All phone calls to shellpoint servicing and conversations with their staff have been requested to provide proof of my conversations with Shellpoint. I was advised that there is nothing I can do and that they are done talking about this. And that they will look into this but it will end there and they will not contact me back about their findings because they are not obligated to do so. 11. After my second failed dispute I contacted Shellpoint on XX/XX/XXXX about the failed dispute the employee advised that this was not on their end and to contact the credit beaur to dispute the transaction. 12. Rather than starting another dispute I contacted the credit bureau directly and they went out side the norms due to the miscommunication and contacted shellpoint directly. When the credit bureau contacted shellpoint they provided different information that they provided me for months. I hope that you can pull all conversations with this company to proved this information. As I was denied this information and the supervisor explained that there is no one above him and his decision is final. 13. After speaking with a supervisor twice and calling back the 3rd time to get more information. I was told that the supervisor was not available and could not talk to me. I told the rep that I would wait as long as I have to on the phone until they are available and then was sent to customer service which could not help me.. 14. I tried to explain to shellpoint after I discovered that the form was filled out and sent to them, they explained to me that it was not received and that its not their fault that they did not receive the form. 15. After discovering this information a new form was submitted for a draft day of the XXXX of each month and this was applied in XXXX to take effect in XX/XX/XXXX. 16. Shellpoint supervisors told me that whatever their employees told me over the several months that it did not matter. How can I have full faith in an institution that does not back what their employees are telling me. 17. Why were they providing me with false information for over 7 8 months and only when I get the credit bureau involved is when they changed their answer to if this was removed from my account. 18. Attached please find the from sent out on XX/XX/XXXX with envelope and addressee 19. Please ask supervisors if I was told by their staff countless times that his was removed from my account over and over again. They advised me that they will listen to the conversations. 20. Why was this removed from XXXX and XXXX and remained on XXXX after the last conversation about this removal with Shellpoint staff.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33069
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting this calendar year I have been dealing with a company called Shellpoint Mortgaging services who claim they were not receiving my payments! So payments are missing or not applied correctly it seems! I had to take funds from my IRA to make a XXXX payment in XXXX! To which at the time they stated the amount owed was XXXX I sent in a cashiers check for XXXX and subsequently sent in my XXXX payment of XXXX it was cashed by them on XX/XX/XXXX as per my bank! But never posted to my account! These people are frauds or committing fraud! They sent me a statement on the XXXX for XXXX! No mention of the XXXX they received prior and late fees on top of what they already received!! I spoke to a XXXX XXXX XXXX XXXX XXXX XXXX XXXX who was supposed to be a supervisor and have not been able to reach him since! I am XXXX XXXX due to a XXXX XXXX I had in XX/XX/XXXX! This is putting undue stress on me and I am afraid to send in any future payments as they are not forthcoming in their accounting practices!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing company hold money and does not apply monthly payments until it wants and has charged more than XXXX in fees for services. They say no lates so these fees are excessive. I do not know why XXXX XXXX XXXX sold loan to them. But this is very bad service. See documentation for information
Company Response: Company believes the complaint is the result of a misunderstanding
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2020-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since the mortgage was transferred to NewRez Mortgage Company, they have refused to accept our layered insurance policy and have raised our mortgage payments from {$480.00} to {$550.00}. We have called them numerous times to fix this problem and have been assured the issue is addressed, only to find out rates still high and a lender placed flood policy affixed to the loan. We have had numerous escrow analyses done to no avail. This ongoing issue is unacceptable and unethical. To be assured of assistance and then find that our concerns have been dismissed is frustrating and now they are seemingly completely disregarding any attempt to hold themselves accountable and remove the lender placed policy and fix the overcharges to our escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: New REZ-ShellPoint mortgage continues to state my mortgage is in deferment on all three of my credit reports, since the CaresAct was enacted in XX/XX/2020. This dropped my credit score! I have been on time with EVERY monthly morgtage payment since New Rez took over the servicing of my loan in XX/XX/2020. Furthermore, I am not in a deferred payment plan and even if I was, mortgage servicers are not allowed to use this remark on credit card reports. I have emailed NEW REZ at least 4 times regarding this matter. I have received an email stating they received my correspondence but they never send me anything after that. I have disputed this with all three credit bureaus numerous times. New Rez will not remove the incorrect deferment remark that is hurting my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX I applied for a refinance on my home which is currently finance by New Rez. I supplied all information needed and I receive a conditional approval around XX/XX/XXXX. I was told the estimated closing was XX/XX/XXXX. I have reach out to this company numerous of times and emails to show as well. I was told by processor she has XXXX files and thats why it is taking so long. I have been asked for the same information over and over again that had been submitted already. I asked to speak to the manager XXXX XXXX who never returned my phone call. When inquiring about my loan in XXXX I was told waiting on title this month it was pay off. This has been a never ending process. It should not take 5 months to refinance when I am constantly asking what is needed. I have had my daughter to reach out several times. No response. I have file a complaint with the XXXX and the response I received stated we were scheduled to close on XX/XX/XXXX and to contact XXXX her supervisor. I have included the attachment below as well of the complaint. No one should be treated in the manner that me and my husband have experienced. I will continue to write until something is done about this situation as I have already paid over {$500.00} for an Appraisel and each month that I am paying 8.9 % interest rate. is it costing me.
Company Response:
State: TN
Zip: 38109
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A