Date Received: 2020-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Company has not given a full refund as stated in an email received on XX/XX/2020 at XXXX. Shellpoint Mortgage Company has withdrawn the following insurance premium disbursements from my escrow account : XXXX {$490.00} XXXX {$450.00} XXXX. {$67.00} On XXXX, Shellpoint Mortgage Company has decided to return {$490.00} to my escrow account on the day for Escrow Analysis. This amount is less than the {$490.00} insurance premium disbursement that was withdrawn on XXXX. On XXXX Escrow Balance was {$670.00}. On XXXX Escrow Balance is {$1100.00}. Shellpoint Mortgage Company has not returned the additional amounts of {$67.00} and {$450.00}. My actual escrow balance should be {$1600.00}. Shellpoint Mortgage Company has instead stated that after Escrow Analysis a shortage of {$1200.00} and an increase of mortgage payment to {$880.00}. Shellpoint Mortgage Company has intentionally not refunded all the insurance premium disbursements and is stealing funds from my escrow account. In addition, Shellpoint Mortgage Company is making false claims about a shortage being present when the fact is that my escrow account has a surplus and the mortgage payments should have decreased. This is against the law.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2020-08-30
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I am writing you because I have three late payments on my record for a mortgage that I was paying for XXXX, XXXX, and XXXX, of 2020. I made these payments through green tree mortgage co. I was unaware that the mortgage co. Had changed and I was delinquent until I received a refund check from XXXX XXXX on XXXX.i did not know that shell point mortgage servicing co. Was the new mortgage co. Due to the fact that I am a traveling nurse. I contacted shell point mortgage servicing company right away and to my surprise I was 3 months late. Even though I had sent those payments to green tree. I payed shellpoint as soon as I became aware of the problem. I am requesting these late payments be removed from my record because I played them on time in the first place. I am inclosing bank statements that prove I payed on time and did not even know I was late there was no notification of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85345
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are currently paying {$280.00} monthly into our escrow. Annually that is a total of {$3300.00}. NewRez pays our County tx biannually in the amount of {$1400.00} which equals a total of {$2900.00} for our taxes. Also our XXXX XXXX Home owners Insurance is also paid in the amount of {$820.00}. Total amount paid out in Ta xes and Home Owners Insurance is {$3700.00}. The Annual Escrow Disclosure statement show a Shortage of {$290.00} up until XX/XX/2020. However, if our balance for taxes and home Insurance is {$3700.00} - our yearly escrow payment of {$3300.00} our remaining balance owed is {$360.00}. Here is the discrepancy : they are showing an Escrow shortage of {$1200.00}. Why???? even if they have a so called Cushion of {$620.00} as shown on the Escrow Disclosure I can not justify having a Shortage of {$1200.00}. In addition to the fact that in the month of XXXX we paid out {$870.00} Mortgage payment and {$1900.00} which was supposed to be an escrow shortage payment. Now here it is XXXX and once again we are facing another escrow shortage payment. Why??? Also, there is no explanation for the " other fee payment ''. What does this other fee payment mean??? I have tried to resolve this numerous times by calling in but as you know no one in this company is accountable for anything. No one can explain to me what are these other fee payments. It is this Mortgage companies bad practice not to make anyone accountable for any information given. I have several emails from NewRez they all come from a General Email box with no contact name. It is so sad that this PATHETIC MORTGAGE THIEVES are allowed to exist. I need to know why are we constantly behind in payments with this Mortgage thieves when we are constantly paying out money to them. Notice that you will not find one missed payment but yet we are behind not sure how this happens. We have MASSIVE documentation to show our payments throughout the entire time this mortgage has been transferred. This is a recurring issue with NewRez and it really does not help that our Mortgage has been transferred numerous times. Apparently in the process of transferring our Mortgage accurate payment history is NOT transferred.
Company Response: Company believes the complaint is the result of a misunderstanding
State: OH
Zip: 44137
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today XX/XX/XXXX, XXXX XXXX from ShellPoint mortgage servicing called me and told me she wanted to help me but I had to tell her how because my complaint it is all over and i told her it is a response to all the fees and extra charges they say I owned them She told me in current up today then I explained to her that when I got my loan modification With a lawyer help and the court too. I got 2 loans. The first one was for the new charges escrow and lawyers fees and few other charges and the other one was supposedly for what I owed in the house. she told me she did not know it and she is going to look into my loan modification contract and she will be back to me. And my new complain is about it they have my mortgage loan for less than a year why they keep Harassing me when they don't even know anything about my loan. they came and took over change my 2 loans into one they keep charging me for a late fee I was not supposed to have until I finished to pay one that was the government help I had at the time corrupted XXXX XXXX XXXX never charged me for any late fee or extra charges but they sold my account to the other corrupted company XXXX XXXX and shellpoint mortgage to change my loan terms. first they say I was into a bankruptcy and that was a lie they claimed I owed {$5000.00} or more and now they are saying the extra money I've been sending them it is for late fee they keep making claims that they invent
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a current customer with NewRez with an FHA backed mortgage. At the beginning of the pandemic I requested a temporary Forbearance as a precaution, as no one could have anticipated the wake of this unprecedented event. I held back the first payment as a reserve for the unexpected. I quickly realized that I would not be adversely affected financially and made all of the payments and ended the forbearance. For the past year I prepared for, and recently submitted an application for a cash out FHA remortgage to take advantage of record low interest rates, pay off debt to reduce DTI by nearly {$1000.00} a month, and drastically improve my credit by reducing loan balances. The application was denied during underwriting. The Statement of Credit Denial, Termination or Charge I received from NewRez sites the principle reason for credit denial as Forbearance Request. Over the phone the mortgage broker said the underwriter denied the loan because of a 30 day late payment during the special COVID-19 Forbearance, despite repaying and staying current otherwise. I immediately reached out to HUD/FHA to inquire regarding the current guidelines distributed by the FHA regarding the use special COVID-19 forbearance for the purpose of establishing a borrowers credit worthiness during the pandemic. They confirmed that the proper guidelines had not been observed by NewRez by quoting from the U.S. Department of Urban Developments XX/XX/2020, mortgagee letter XXXX that states : Any Borrower who is granted a Covid-19 Forbearance and is otherwise performing as agreed is not considered to be delinquent for purpose of credit reporting. I was then assured by several FHA representatives that this absolutely applies to bypassing the Credit reporting guidelines and communicating the forbearance and any activity there in directly to the underwriter and it being used against me for establishing credit worthiness. The FHA provided a phone number and asked that the lender reach out to receive further assistance with correctly interpreting and applying the guidance that they have provided to mortgagees. This oversight has been escalated to NewRezs Senior council by the brokerage team, who has since refused to do his own due diligence and reach out to the FHA, per their request, for additional guidance and will not answer any direct questions that I ask.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is stealing hundreds of dollars from me every month for " lender-placed '' insurance. I have been battling this company for years. I provide them evidence of insurance. They keep taking money from my accounts, regardless. They won't stop. They previously responded to a complaint by lying to the CFPB saying they were not taking funds for this lender-placed insurance. They are, and won't stop, even though I have insurance, have provided documented evidence for years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SHELLPOINT - XXXX is reporting an erroneous late on my credit file. I was not aware of this until I checked my credit report. I had called them because I was unaware of this late and never received a letter, notice, or phone call. When I called and paid I asked why they didn't notify me, they said they sent a notice to an address where I do not receive mail. They acknowledged that they made this mistake and did not charge me a late fee, they also said this wouldn't report on my credit file. This was a long time ago and it is still reporting on my credit file. I called again when I noticed the late being still being reported. Again, I was told this would be removed. Unfortunately this late notation is still reflecting on my credit file. I have been a customer for years and have never been late on this account. It is a shame that they are doing this to really good client of theirs. I am expecting that this late be removed as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66061
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 my loan service transferred from XXXX to Shellpoint. I was in the process of review for a loan modification with XXXX. On XX/XX/2020 I spoke to XXXX XXXX and was told I was put on a forbearance due to COVID and was told I would be covered on the forbearance until XX/XX/2020. On XX/XX/2020 I called to follow up and was told that my single point of contact would return my call. On XXXX XXXX I followed up again and we had a new single point of contact, I sent an email to our new single point of contact confirming that we were protected under the forbearance. On XXXX XXXX I sent another email to my single point of contact. I received an email reply stating that a forbearance would be started. On XXXX XXXX I spoke to XXXX XXXX. XXXX and again asked for the forbearance and was told I would be covered until XX/XX/2020. On XX/XX/2020 I spoke to XXXX XXXX and was told I was not on a forbearance plan. On XX/XX/2020 I called back and spoke to XXXX XXXX who put in for the forbearance and advised that it would be in effect until the end of XXXX XXXX, 2020 I spoke to XXXX XXXX and was told I was not in forbearance and an email was sent to my new single point of contact. On XX/XX/2020 I spoke to XXXX who told me I had 2 spoc and I left a message for XXXX of them. On XX/XX/XXXX, XXXX XXXX advised that the request for forbearance was submitted. On XX/XX/XXXX I spoke to XXXX XXXX. XXXX and I was told I was not on the forbearance and a supervisor would return my call. I asked for the investor guidelines for help during COVID. I was told that someone would call me. No one has called. I am trying to get assistance for my COVID related hardship which is a separate hardship that caused my missed payments in the first place. I can not get any information about what is available to me or why I keep getting kicked out of forbearance. I have attempted to call and I am transferred and hung up on. I feel as though they are hiding information about my loan from me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Had a mortgage with NewRez LLC as the servicer. I refinanced with a different mortgage company and NewRez LLC received payment in full for the mortgage I had with them on XX/XX/2020. On XX/XX/2020 I contacted them to make sure the check for my escrow funds and any overpayment had been issued. I was told the check was not cut yet and that it can take 30-45 days to return my money. This is unacceptable - they have thousands of dollars of my money that they owe me and I have never had a mortgage company take more the 3 weeks from funding to return my money. I want my money issued immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Account # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2020 XXXX XXXX est Spoke with XXXX XXXX at Shellpoint Mortgage. Advised him that my local DMV had told me that XXXX XXXX XXXX still held the lien to my single wide mobile home. However they sold out to XXXX, then to XXXX which filed bankruptcy. Online search shows all accounts were obtained by Shellpoint Mortgage, but XXXX XXXX said he had no information for our account being in their system. I am in need of an acceptable payoff amount for my account, as I need to sell the single wide mobile home. XXXX XXXX said he had used all the resources there to help me, he was very kind and helpful. We used all information that I had to offer but were not able to resolve who has my mortgage. The balance from the last communication was {$6500.00} or maybe a little more, I can't recall exact amount. I need my credit report to show that this debt has been paid and be able to receive my title so that the sell can take place. With thanks, XXXX XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: 285XX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A