Date Received: 2020-08-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had been in the process of refinancing my current mortgage. After receiving a loan approval notification, I was told closing should be within the month. Due to continued mishandling of documents and delays by the loan officer/processor the date kept getting pushed back. I was unable to contact the loan officer/processor for several weeks, neither by email nor phone with a response. I decided to escalate the issue with the main office and they assured me the loan officer would reach out to me, after another week of no response, I called to escalate the issue again. After speaking with another representative, they assured me that they had escalated the issue internally. That very evening I received an after-hours email from the loan officer I had been trying to contact for several weeks, telling me my refinance approval was now declined. Given the fact that I was repeatedly told closing on the loan would be " next week.. '', never having a red flag during the underwriting process and the swiftness of the response after I escalated the issue makes me believe this cancellation was retaliatory due to my complaints.
Company Response:
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been attempting to obtain a partial release from NewRez/ShellPoint Mortgage since XX/XX/XXXX when we faxed in all the requested partial release documents to NewRez/ShellPoint. Over the past year we have attempted to get status on the partial release in which NewRez/ShellPoint would give conflicting information or have no updates at all. We have spoke to customer service management on 12+ occasions and customer service on 25+ occasions. Customer service and customer service management is reporting they are not able to get any response from their internal partial release team. Customer service management has left voice mails for the partial release agent ( XXXX XXXX ) assigned to our request and her her supervisor XXXX without any response. We have filed 6+ internal complaints with NewRez/ShellPoint Mortgage via customer service and customer service management that have gone to no avail. Customer service reported that an escalation representative will call us back with 24-48 hours of each complaint and we are yet to receive a single call for any of the complaints filed. On XX/XX/XXXX, NewRez/ShellPoint Mortgage reported that we had submitted all the required documentation and that NewRez/ShellPoint would begin the partial release review. I called back in on XX/XX/XXXX in which Customer service management sent an email to XXXX 's supervisor with no response. On XX/XX/XXXX I spoke with customer service and had no status and filed another internal complaint on our behalf. Again we never received a call back from NewRez/ShellPoint Mortgage. On XX/XX/XXXX I spoke to customer service management again but they again had to status update on where the partial release request was. This day customer service management was attempting a live phone hand off to partial release supervisor XXXX but I was forwarded to Voice mail. I left a voice mail requesting a call back but never received a call back. On XX/XX/XXXX I spoke to 3rd level of customer service management XXXX XXXX and also attempted to contact the internal partial release team again with no response. XXXX XXXX ask that I wait until XX/XX/XXXX to get a response from the partial release team before escalating further. Per XXXX request on XX/XX/XXXX I called back in and left a voice mail message on XXXX voice mail. About 3 hours I called XXXX XXXX back because I had not relieved a call back. Brain was un-available but reported via customer service representative XXXX XXXX that he would call me back " shortly ''. I still have not received a call back. Most of the documentation I have contains very personal information including loan numbers and other sensitive data. I can provide in a secure manner if needed. XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
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 it acted appropriately as authorized by contract or law
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have requested that the mortgage company remove my escrow account. According to the terms of my mortgage, once I have more than 50 % equity I do not need to maintain an escrow account. My current balance is under {$14000.00} on a home valued over {$180000.00}. I have repeatedly called and communicated in writing with the mortgage company to cancel my escrow account. I have not had any appropriate communication from the company. When I call, I am told the person can not help me, but that a supervisor will call me back. In the 7 months that I have been complaining to the company, I have not received one call back. The last notice was sent electronically with encryption, and the company failed to provide an encryption password, so I have yet to read a notice almost a week old. Currently the company is charging me XXXX per month on escrow. This is more than the XXXX XXXX XXXX payment, and they have not responded to any requests for correction.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60477
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage with XXXX XXXX XXXX was sold once I requested a forbearance due to financial hardship during the COVID-19 pandemic. The mortgage was effectively purchased by XXXX XXXX XXXX XXXX XXXX on XX/XX/2020, and subsequently contracted out for servicing by Shellpoint Mortgage Servicing. Our initial forbearance was from XXXX XXXX through XXXX XXXX an d extended by Shellpoint for an additional three months after discussing our current financial situation. We were told that we would have deferred payment options at the end of our forbearance but to try to make tax and escrow payments current to avoid any penalties from the government. Since our last discussion with Shellpoint, we have not been able to make payments to our escrow account, as instructed and we have not been able to speak to our representative for guidance. I have sent emails on the following dates to XXXX XXXX, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, in addition to leaving her voicemails on those dates. We have not had any response. We have been sent numerous letters detailing our repayment options, see the attached example. Today ( XX/XX/2020 ), I was finally able to speak to another representative who informed me that our mortgage does not qualify to have our outstanding balance deferred to the end of the loan and we would need to stay in forbearance until we can pay the whole amount owed. I asked why our mortgage was not qualified and she said it was because of their client ( XXXX XXXX XXXX XXXX XXXX ) and she would not offer any other information. She also stated if we wanted to end our forbearance early without making any payments, we would get a negative credit rating. Throughout this process, we have been told that having our payments deferred was an available option for our mortgage and they would make sure this was put in place when we felt we could resume payments. This is a situation that we are in due to the sale of our mortgage and no one is being held accountable for the lack of communication and answers regarding our mortgage. We feel as we are in a terrible situation with an uninformed and unresponsive servicing company that puts us at risk of destroying our credit or losing our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11370
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Following application on XX/XX/2020 to refinance our existing mortgage with the same lender, we have been subjected to a series of faulty ( or nonexistent ) communication by NewRez representatives, atrocious customer service, and, at best, broken promises ( at worst, fraudulent representations ). Supplemental timeline and documentation are attached for reference. It should be noted that this is has got to be the easiest cash-out refinance request possible : two W-2 income borrowers who have owned their property for 22 years, who each have credit scores in excess of 770, and an LTV of under 70 %.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX : Took out a Heloc loan on my home, interest only. XXXX : XXXX sold loan to Shellpoint Mtg. During the transfer, I was told that I was 2 months behind on my payment even though I had always made monthly payments. XXXX found one of the payments, posted to the wrong account but did not find the other one. The loan got transferred to Shellpoint with a 1 month delinquency. My monthly payment was {$150.00}. It appears XXXX transferred the lost payment to Shellpoint in XX/XX/XXXX but Shellpoint never posted it. During the time this is happening, I became frustrasted and quit making payments until it was resolved. Shellpoint had me do 3 hefty monthly payments to get caught up, which I made and made timely. I have made a monthly payment in excess of the amount due every single month. Shellpoint started returning my payments in XXXX. They now say that I am delinquent in the amount of {$1100.00}. I requested a statement on many occasions and finally received one that is impossible to understand even though I have been a full charge bookkeeper my entire working career. I did notice however that they have assessed {$400.00} in various different fees. I filed bankrupty against this loan in XXXX and did not reaffirm the loan so my understanding according to the bankrupcty attorney is that they are not permitted to access any fees. I had tried to refinance my first mortgage with my HELOC and was unable to do so because of Shellpoint. Now after paying interest on this loan since XXXX, they are trying to foreclose on my home of 26 years. The breakdown follows : Payments they refused, XXXX, XXXX, XXXX XXXX = {$600.00} Payment not posted from XX/XX/XXXX= {$150.00} Miscellaneous fees= {$400.00} They claim I am in arrears of {$1100.00} s of XX/XX/XXXX and will start forclosure on XX/XX/XXXX. I do not know what to do ... ..I have the {$600.00} that I show I owe. I have requested access to my Shellpoint online account numerous times with no response or a response that does resolve the issue. I have been called dozens and dozens of times and have asked that all communication go through my work email so that it is documents and they still just keep calling. I have lost count of the times I have tried to get information via email and their online email without response. Shellpoint reported me to XXXX. Shellpoint has assessed late fees, title fees, XXXX fees, XXXX fees, mailing fees ; appraisal fees, etc. XXXX : Took out a Heloc loan on my home, interest only. XXXX : XXXX sold loan to Shellpoint Mtg. During the transfer, I was told that I was 2 months behind on my payment even though I had always made monthly payments. XXXX found one of the payments, posted to the wrong account but did not find the other one. The loan got transferred to Shellpoint with a 1 month delinquency. My monthly payment was {$150.00}. It appears XXXX transferred the lost payment to Shellpoint in XX/XX/XXXX but Shellpoint never posted it. During the time this is happening, I became frustrasted and quit making payments until it was resolved. Shellpoint had me do 3 hefty monthly payments to get caught up, which I made and made timely. I have made a monthly payment in excess of the amount due every single month. Shellpoint started returning my payments in XXXX. They now say that I am delinquent in the amount of {$1100.00}. I requested a statement on many occasions and finally received one that is impossible to understand even though I have been a XXXX XXXX XXXX my entire working career. I did notice however that they have assessed {$400.00} in various different fees. I filed bankrupty against this loan in XXXX and did not reaffirm the loan so my understanding according to the bankrupcty attorney is that they are not permitted to access any fees. I had tried to refinance my first mortgage with my HELOC and was unable to do so because of Shellpoint. Now after paying interest on this loan since XXXX, they are trying to foreclose on my home of 26 years. The breakdown follows : Payments they refused, XXXX, XXXX, XXXX XXXX = {$600.00} Payment not posted from XX/XX/XXXX= {$150.00} Miscellaneous fees= {$400.00} They claim I am in arrears of {$1100.00} s of XX/XX/XXXX and will start forclosure on XX/XX/XXXX. I do not know what to do ... ..I have the {$600.00} that I show I owe.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55429
Submitted Via: Web
Date Sent: 2020-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a mortgage payment of {$1600.00} on XX/XX/19. I talked to my single point of contact, XXXX XXXX, and told her we were short but could make a partial payment and would make up the rest when we could. We went ahead and made a payment of {$1200.00}. We also later made a payment of {$75.00}. Going forward I went ahead and continued making payments for the loan due XX/XX/19, XX/XX/19 etc. It turns out that Shellpoint took the money I paid for XXXX and instead of applying it to the loan they posted it to an unapplied account. As I continued to make payments every month they would apply to the previous month and report it as late. They continued to do this until the fall and then initiated foreclosure proceedings, over {$290.00}. When I received the foreclosure notice they said all I had to do was pay the {$290.00} and the account would be current, which I did. But they reported 9 late payments to the Credit Bureaus. Nine. This has destroyed my credit rating. I have tried to resolve this with Shellpoint and have this removed from my credit reports. They have refused. I said they should have just told me that all I had to do was pay the {$290.00} and it would be resolved. They said they sent me a letter in XXXX but I received no such letter. They said they called about it. I can tell you this. We have an invalid daughter at home. She did say that Shellpoint would call 8-9 times per day but never leave a nessage. I have confirmed this through phone records, that Shellpoint was calling a land line 8-9 times a day, which by the way is considered harassment in the state of California.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX XXXX to Shellpoint Mortgage. This transfer took place at approximately XX/XX/XXXX. My payment was made to XXXX XXXX on XX/XX/XXXX. XXXX applied the escrow portion to my escrow account. They then transferred the XXXX XXXX XXXX to Shell Point. I have provided multiple bank statements and previous mortgage statements showing this.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Contacted Company about reporting account that was discharged in bankruptcy 12 years ago. Randomly in XX/XX/XXXX they started to report it on my credit reports even though it was never reaffirmed. They stated a supervisor would call back but never did. Filed disputes with 3 major reporting agencies and results have been " they say it's accurate '' even though I included copies of bankruptcy ( XXXX ) and discharge ( XXXX ).
Company Response: Company believes complaint is the result of an isolated error
State: MN
Zip: 55125
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A