Date Received: 2020-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint in regards to New Rez with the CFPB in XXXX of 2020 Complaint # XXXX I received a response from the company in regards to the complaint where it stated they would spread the escrow shortage/mandatory XXXX. escrow cushion out 60 months instead of the usual 12 months. They said this would be done once our automatic enrollment in the companies forbearance covid plan was over. This automatic enrollment ended on XX/XX/2020, I expected ( as they said they would do automatically ) to receive a new mortgage statement reflecting the changes they said they would made in order to pay XX/XX/2020 mortgage payment. However, I have yet to receive any new statements and when I call the escalations department on their letter they wrote in response to the CFPB complaint, it asks me to leave a voicemail. I have been leaving voicemails everyday since XX/XX/2020, with no response. When I call the regular phone number for loan servicing, the reps state they can't help me only escalations and that I just have to keep leaving messages. Could you please help me get a hold of the correct people to work with in regards to this matter? I just need for them to do their job and respond and fix my mortgage so that I can afford it, the way they said they would in regards to my initial complaint. I have even called and asked for XXXX XXXX, the lady from their company that responded to the initial complaint, and the representatives responses are all the same ; they can not contact her. I just need for them to fix my mortgage so I can pay.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB, In their XX/XX/XXXX reply signed by XXXX XXXX /Compliance Department , Shellpoint/NewRez intentionally and consistently fails to provide any specific response as to WHY up to this date they keep ignoring my requests for a six month covid related forbearance extension, WHY their own website reflects that on XX/XX/XXXX I owe {$7300.00} - ( they previously called a forbearance fee and now hideously trying to cover up with multiple print out showing otherwise ), OVERLOOKED specific discussions with Ms XXXX including my specific email on XX/XX/XXXX to which Ms XXXX replied on XX/XX/XXXX and PLAINLY LIE that Ms XXXX the loans designated SPOC changed on XX/XX/2020 when Ms XXXX was assigned to me again on XX/XX/XXXX and again on XX/XX/XXXX when I contacted the generalized email for Loss Mitigation Department on XX/XX/XXXX and XXXX. In my original complaint and reply to Shellpoint/New Rez letter dated XX/XX/XXXX, I requested corrective actions ( copied and pasted from page 2 ) : *address my request as to a 6 ( six ) months extension on a forbearance *did not justify nor explain accessing {$7300.00} on XX/XX/2020 when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) *did not include the discussed terms as to the payments on forbearance are to bepaid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX. My request for a 6 ( six ) months extension on forbearance is still being ignored. In their XX/XX/XXXX response, Shellpoint/New Rez reduced my 6 months extension request to a 3 months extension request by extending my original forbearance ending XX/XX/XXXX to XX/XX/XXXX instead of XX/XX/XXXX despite of your XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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.. Shellpoint/NewRez failed to reply as to WHY they again reduced my six ( 6 ) months extension request to three ( 3 ) months extension request on XX/XX/XXXX. 2 ) Shellpoint/NewRez failed to provide ANY information as to why their own website showed that on XX/XX/XXXX I was charged {$7300.00} when my loan was current and last payment due XX/XX/XXXX was paid on XX/XX/XXXX. Was their own website showing an erroneous information? Then if their website was showing an erroneous information, Shellpoint/NewRez needs to admit such and back it up with their multiple print outs they provided with their XX/XX/XXXX reply. The screenshot taken from their website ( attached again to this letter as exhibit 3 ) CONFLICTS with multiple printouts they provided with their response in an attempt to hide their actions trying to assess forbearance fees on my account. Can Shellpoint/NewRez SPECIFICALLY address as to WHY their own website showed that on XX/XX/XXXX I was charged {$7300.00}. I am again attaching a screenshot of their own website as Exhibit 3. 3 ) Shellpoint/New Rez declined to correct their agreement as discussed with Ms XXXX and confirmed in writing via email because loans former Single Point of Contact ( SPOC ) did not promise you this repayment arrangement. Well, all correspondence states otherwise ( see exhibit 1 ). For example, on XX/XX/XXXX I asked Ms XXXX to confirm the discussed Ms XXXX, Please confirm that as an FHA loan, the payments on forbearance are to bepaid off at the end of the loan in a lump sum And Ms XXXX replied on XX/XX/XXXX at XXXX : Good morning, The payments will be due in a lump sum or you may apply for a repayment plan, modification, or a deferment. If Shellpoint/NewRez provides false and misleading information they later can not include in their agreement, such act warrants an investigation. I am again respectfully ask to revise my agreement to include the specific language discussed and agreed upon : the payments on forbearance are to bepaid off at the end of the loan in a lump sum 4 ) The last paragraph of Shellpoint/NewRez XX/XX/XXXX letter states the loans designated SPOC changed on XX/XX/2020 ; accordingly, any futher questions or concerns you have about our mortgage assistance workouts should be directed to the current SPOC. Shellpoint/NewRez did NOT provide the contact information for new SPOC including a working phone number and an email address. Furthermore, when I contacted a general Loss Mitigation Email on XX/XX/XXXX and again on XX/XX/XXXX, Ms XXXX your loans designated SPOC changed on XX/XX/2020 ) was the only rep assigned to reply to my XX/XX/XXXX and XX/XX/XXXX requests ( see attached exhibit 2 ) As Shellpoint/NewRez failed to address important issues raised in my last request, I am again requesting answers and corrections as described above and summarized below : *address my request as to a 6 ( six ) months extension on a forbearance. Shellpoint/NewRez failed to reply as to WHY they again reduced my six ( 6 ) months extension request to three ( 3 ) months extension request on XX/XX/XXXX. *did not justify nor explain accessing {$7300.00} on XX/XX/2020 when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) Can Shellpoint/NewRez SPECIFICALLY address as to WHY their own website showed that on XX/XX/XXXX I was charged {$7300.00}. I am again attaching a screenshot of their own website as Exhibit 3. *did not include the discussed terms as to the payments on forbearance are to bepaid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX. Your help and time with this matter is extremely appreciated. Respectfully, Dated : XX/XX/2020 XXXX XXXX
Company Response:
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our Mortgage was transfer to this Company back in XXXX. We have not missed a payment. They are sending Default letter in the mail. Having people coming on our property taken pictures and dropping off DEFAULT PAPERS on our door steps. We have contact XXXX, they confirmed in their response we have not missed a payment with them. We have requested several times this company to provide proof. We have not received any proof. Our payment for this month have not cleared as of XX/XX/XXXX. It was mailed XX/XX/XXXX and last Month it cleared on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Letter was mailed to me by XXXX XXXX XXXX ( Home Owners Insurance ) advising that my renewal payment had not been received. My insurance is escrowed. I first called New Rez c/o Shellpoint On XX/XX/XXXX to inquire about why the payment had not been made. I was advised that the insurance department was closed to call back XX/XX/XXXX. Immediately I called XXXX XXXX, where I was advised that XXXX was due. Invoice had been submitted to New Rez c/o Shellpoint Mortgage on XX/XX/XXXX. Payment was declined. XXXX advised that she would resend the invoice to the fax number they had on file. I reached back out to New Rez c/o Shellpoint Mortgage on XX/XX/XXXX, where I was given several reasons ranging from them having thousands of accounts that they serviced and mine may have been missed to them not having my insurance information on file. The agent stated that my fax sent from XXXX on XX/XX/XXXX had been received, so now they had my insurance information. I asked why my information had been deleted off my account as they paid on that same policy last year. I have not made any changes to my insurance in years! The resolution of the call was a check would be overnighted to XXXX and there would be payment in 24-48hrs. I waited to call to allow time for payment processing, then on XX/XX/XXXX I received notification from XXXX that my insurance expired. I immediately called XXXX and had a three way call performed to somehow stop the process of cancelation. I was told that the mortgage company gets a grace period of two months to make payment and the account was pending termination set for XX/XX/XXXX. The XXXX XXXX and myself called New Rez c/o Shellpoint mortgage and were told the check had been cut on XX/XX/XXXX it would take 10-20 business days for the payment to be made. XX/XX/XXXX I received an email notification stating that the insurance had been reinstated. I am filing this complaint as the mortgage company failed to make my homeowners insurance payment ; placing myself in financial jeopardy in the event there was a loss of the property. If I had not been on top of this issue my insurance would have lapsed! The account is escrowed and should have been better managed. As a consumer, I should not have to spend time away from my employment to address the neglect of the mortgage company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21921
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Following is a letter to the Mortgage Servicer, I ; m request to forward, with a brief explanation of the problem : XX/XX/XXXX To : Shellpoint XXXX. XXXX XXXX XXXX, SC XXXX Ref : Account No. XXXX. Dear Sir/Madam : On XX/XX/XXXX I received a communication informing that my monthly payment was increased. Through my lawyer, I rejected this increase, since it not came from a correct escrow analysis. I have continuing receiving statements with the same wrong figures, three months after that, and there has not been any action by Shellpoint to correct it. But the issue has a long history, see the following : On XX/XX/XXXX I filed a complaint with CFPB number XXXX, regarding serious errors on the Escrow Analysis for XXXX. The response dated XXXX XXXX recognizes the error and, due the Mortgage servicing was transferred to Shellpoint on XX/XX/XXXX, the error was never been corrected. Note, that I received a letter informing the change, dated XX/XX/XXXX, almost 6 months after the change took effect. I expect the previous Mortgage Servicer had transfer the complete account, with all the archives and pending items. As a result, since then I have received monthly statements with the incorrect figures. Fortunately, The Taxes and Interest Report for XXXX had the correct numbers. On the Escrow Account there were enough funds to pay for Property Taxes and Homeowners Insurance by the end of XXXX, and after that the remaining balance was enough to keep the same monthly payments on XXXX. In addition, I requested to transfer the Unapplied Funds, that were at {$1200.00} by the end of XX/XX/XXXX, to the Escrow Account, to avoid any other increase on the monthly payments, since the reduction of the monthly payments for XXXX was due to the existing escrow funds from XXXX. Consequently, Im requesting the following : -Escrow analysis for XXXX and XXXX, with the correct figures. -Monthly Statements from XX/XX/XXXX through XX/XX/XXXX, with the correct figures. These must be done, as soon as possible, since the actual Mortgage Servicer, doesnt have the complete correct numbers, As I can see on the Monthly Statements, and in addition, the Interest Report I have received for XXXX doesnt indicate the correct amount. Last, but not least, I declared Bankruptcy Chapter XXXX, on XX/XX/XXXX. On XX/XX/XXXX, we signed off the Loan Modification, then after that I continued doing the monthly payments, on the amount as indicated. The amount paid on the statement is incorrect, since I have paid the Monthly payments, since XXXX, XXXX. Have a great day, thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage has once again added a negative remark to my credit report after removing it 3 times now. I have filed complaint after complaint with CFPB regarding this matter with Shellpoint Mortgage. Shellpoint will reply quickly, remove or update my credit report, and then it will arrive again on my credit report within a couple of months. My credit report now says " PAYMENT DEFERRED ''. This is a negative remark, and will affect my ability to secure future mortgage financing. I need this to be removed. I have proven over and over again that this remark is not accurate. Shellpoint has provided me numerous apology letters stating this information is not accurate, and then they remove it. I need this to be removed immediately because I am in the process of having a home built and trying to secure financing. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2020-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing claims to have paid my 2nd half property taxes out of escrow in the amount of {$680.00} on XXXX XXXX County Treasurer has not received any payment from XXXX on my behalf. XXXX claims it paid by a check batch, but they refuse to produce an image of the cancelled check, nor are they willing to communicate directly with the County Treasurer about the matter. Instead tax payers are put through a long-running shell-game that results in no tangible nor useful information for resolving this issue. In fact, this non-pay issue affects at least XXXX XXXX County tax-payers serviced by Shellpoint d.b.a. XXXX. I suspect they may have misappropriated funds held in escrow and never actually cut a check at all, but suspiciously ledgered debits from our escrow balances anyway. XXXX has not produced any evidence to prove that funds allegedly remitted, were acknowledged/received by payee XXXX XXXX XXXX or cashed by another entity and in need of recapture. It has a really bad accountancy and finance smell, and we really need an advocate before tax-liens are levied against our homes.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2020-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez Shellpoint has made numerous attempts to force foreclosure on my property, beginning with buying NewPenn and this loan, changing details like due date and amount due to build up late fee charges, they have unethical watch dogs on insurance and tax accounts. I was fortunate to catch the first attempt of escrowing my homeowners insurance. Unfortunately I did not realize the lengths they would go to with the property tax : [ Begin correspondence ] This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). I am writing to : Request removal of the unauthorized escrow placed on my account XX/XX/XXXX I have sent 3 previous written requests since XXXX which have not been acknowledged. I have spent countless hours on the phone with your collection agents and can not reach a loan service representative no matter who I speak to or which of the three numbers listed on your correspondences. In fact, your demand-for-payment letter specifically says to call XXXX XXXX XXXX ext XXXX. I have called multiple times and each operator tells me the extension does not exist in your system. I have requested supervisor intervention calls multiple times and still have not spoken to anyone other than collection agents. This situation NewRezShellpoint has created has escalated into a concerning domino effect throughout the payment process for both my mortgage and my property taxes, even as my scheduled principal and interest payments payments continue to be posted. I payed my taxes in XXXX last year and miscalculated by {$140.00}. By XXXX I had payed the shortage {$150.00}. In the mean time, without my authorization, your agent, XXXX, hijacked my property tax account, they entered the XXXX County property tax website and changed the billing address from my address to their address. This means all requests for payment and refunds of over-payments ( the refund of my payment of {$150.00} ) was sent to XXXX address. I was never notified that this occurred and have not gotten any credit on my account for the {$150.00} payment. As my tax payments are scheduled over 18 months in advance, my first half payments due XX/XX/XXXX were made. Unknown to me, your agent made a payment as well, meaning that my FULL YEAR TAXES ARE PAID. And, I have repaid that tax payment to NewRez. Now the mortgage, tax and my checking accounts are completely out of sync and NewRez wants payment for future tax payments that won't exist. I request to speak to a loan service officer to resolve the following : A ) Audit my account payments, B ) Back out the unauthorized escrow and any consequential fees incurred since its inception, C ) Calculate the payments required to return my monthly mortgage payment to its original contracted cost of {$600.00}. D. ) end the escrow account [ End ] All of my requests were either ignored or finally, with one phone call to them, denied. After hanging up from that call, I immediately received a text telling me that I had requested a stop to all text message notifications. ( i had not ) I have not been able to get notifications turned back on. All email correspondence was also turned off on my account. The website would not let me restart either myself, I had to make more calls to get emails turned back on. However other than the incorrect payout report, I have received nothing by email. The intent of this process by NewRezShellpoint is clearly and attempt to force foreclosure on my property. because of their unethical business practices, as well as the many, many reviews with complaints similar to mine, I have decided to " simply '' pay off the loan. I requested an itemized payout report sent via mail and email. The report sent by email was incorrect, now It has been over a week of back and forth with many calls and call backs ( losing my cool too many times to be healthy ) due to disconnects. I still, XX/XX/XXXX, after 3 requests have not received a payout report by mail. I DID receive a LOSS MITIGATION packet, quite the opposite of my requested payout report. I attempted for two hours to reach my SPOC with no luck. After over 2 hours of phone calls, and multiple disconnects, ( read hangups ) i finally got to a loss mitigation rep. All he could do was verify my address phone and email, then said, " the report is in the mail '' To be honest, my concern at this time is that they wont recognize a payout and I will lose this house. Before this company bought my loan, I was in good standing with credit score of 715+ give or take a couple of questionable medical bills
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43229
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My Wife and I attempted to refinance our current mortgage with our current mortgage company that had recently purchased our mortgage. From the beginning our loan officer thought there was a income issue and wanted to have underwriting review the income before ordering a appraisal. We sent in all requested documentation to the loan officer and began looking at different loan options. After 5 weeks we were informed that we were clear to get the appraisal. We paid our loan officer directly for the appraisal which we though was odd. The appraisal came back a little lower than expected which wouldn't allow us to pay certain debts off in a cash out refinance to meet our needed debt to income ratio. We advised our loan officer we could pay those debts out of pocket and with that he sent us a new XXXX cash out refinance offer which we signed. We asked our loan officer should we pay debts off now or would it need to be done at closing? The loan officer replied let me get with underwriting and he would get back us. After week of 0 communication, our loan officer responded to email my wife wrote stating that the company was unable to approve us because my income was part commission. We than asked if commission is unacceptable and you reviewed our income information with underwriting, why did you order and charge us for appraisal? We advised that we felt there should have never been appraisal if commission income is unacceptable, we want our appraisal money back. To date the company has refused to refund the appraisal fee. We have also made a complaint with the XXXX XXXX XXXX and the company still refuses to refund the appraisal. We are very concerned they ordered this appraisal to gather information about the property. Another concern is that if our income didn't qualify for the a new loan at a much lower payment how do we qualify for the we have now? Hopefully they won't use the information against us. We would like appraisal fee refunded the company had no reason to appraise our house if the income was unacceptable.
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/20 I called into Shell Point Mortgage to ask about an property tax refund that was in the escrow account sinceXX/XX/20 ( {$8500.00} ). They said that they would take care of it and send me a check right away. I hear and see nothing for weeks so go through their chat service on XX/XX/20. They said they had to evaluate the escrow balance and then send the surplus. I get a mail response on XX/XX/20 saying that they will refund me {$7700.00} and that the check was included in the piece of mail. It was not. They included a sample fake check which I can not cash. I send them another message on XX/XX/20 but it's an email since their hours of operation are closed ( no phone, no chat ). On XX/XX/XXXX I receive a letter in the mail saying " due to the complex nature of the matter '' that they request more time to fully respond to my inquiry. The letter was dated on XX/XX/20. Shell Point Mortgage has repetitively put off giving me my money and has held onto it for 2 months. They had it for a month and didn't mention anything to me or send a refund.They said they sent a check and the account says it's gone, but they didn't send a check and instead send a fake sample check. They are avoiding paying me and paying me interest since there is no check and they are hoping I don't notice and they have to send a new check. They are abusing me and my money. NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX NewRez LLC dba Shellpoint Mortgage Servicing XXXX, TX XXXX XXXX XXXX ID # XXXX I filed a compliant on XX/XX/2020 to get this issue settled. They actually responded within a week and denied me any compensation for my time or interest on my funds. They said a real check was mailed separately and must of been lost ... They offered to send my funds via ACH and I accepted. I provided my information and they acknowledged to me that they sent it on XX/XX/2020. It's been a week and the funds are still not there. They closed my previous case without any communication to me if I they should close or if I received my funds ( which I did not ). Shellpoint has shown that they systemically mislead their customers into believing they will get their funds and have a system to deny and delay actually doing so. They have held my $ XXXX dollars for over 3 months and have wasted hours of my time while stealing interest from their customer while claiming they are processing my request but they systematically withhold my funds with each escalation and step.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94568
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A