Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez withdrew my property tazes from my escrow account on XX/XX/2020, for taxes due on XX/XX/2020. My county, as of XX/XX/2020 has yet to receive this tax payment. NewRez will not supply me with a copy of the check, they will not reissue the check, they will not verify with my county ( XXXX County, Colorado ) that payment has not been received. Upon further investigation, there are NUMEROUS homeowners in XXXX County who also have their property taxes missing from NewRez. Our homes are on the line and the bank will not assist. I was told by NewRez, on XX/XX/2020, when I received my first late bill from the county, that this issue would be resolved within 10 days. Not only has it not been resolved, but when I call NewRez, the reps I speak to state that the notes in my file concerning this issue state " No further action needed ''. This is deeply concerning and down right negligent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I first communicated with my Lender that I wanted to remove my PMI. I followed all of the instructions provided on the Lender 's website and sent the request in writing. I received several automatic generated messages via email that same day acknowledging receipt of my communication. On XX/XX/XXXX, I received another auto-generated email, but this message contained significantly more detail in general about the PMI removal process, including information about meeting my investor 's guidelines if I was not eligible for a XXXX removal and specifically noting, " The appraisal will cost at least {$400.00} and will be ordered at your expense. '' Upon receipt of that information, there were several telephone conversations with the Lender 's customer service department, more letters from me, some communications from the Lender, including three ( 3 ) different, but essentially the same, denial letters dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have attached each of the above referenced denial letters to this complaint. Please note, the XX/XX/XXXX letter also includes the document " XXXX XXXX Borrower-Initiated MI Termination Valuation Results ''. It is also important to note that earlier in the month of XX/XX/XXXX, I paid {$150.00} for a Broker Price Opinion via check made payable to the Lender. The check was cashed and the Broker scheduled a visit to my home on XX/XX/XXXX. The XX/XX/XXXX letter includes the BPO. One reason I maintain that the Lender does not have proper protocols in place to ensure compliance with XXXX is the fact that each of the denial letters fail to acknowledge the basic information that I would mention in my correspondence to the Lender. Chiefly, beginning with my original letter of XX/XX/XXXX which noted the value of my home had appreciated due to a major bathroom renovation project. This was verified in the BPO and listed under a section entitled " Itemized Updates ''. I repeated that information in my XX/XX/XXXX letter, but it was completely ignored in the Lender 's response of XX/XX/XXXX. This is clear because despite my very implicit statement that " substantial improvements '' were made to the property, I was informed that my " additional correspondence did not provide any new or additional information for us to form the basis for a new investigation ''. I maintain that I was always qualified for removal of the PMI at least as early as XX/XX/XXXX, but I was always given the " runaround '' by the Lender 's system that was intentionally designed to cause borrowers to continue to pay for PMI beyond the actual legal date it could rightfully be removed. This last statement is not mere conjecture since the Lender as recently as last year XXXX XXXX XXXX agreed to settle a class action lawsuit for questionable practices involving lender-placed insurance. Due to the size limit on the files I could upload, all correspondence is not included, but can be provided upon request. Thank you for your consideration. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid the loan on full then I get a bill for XXXX cents so we paid that.This was to get the release of the deed.Shell point added to the loan and said I was 90 days late how can We be late on a loan paid off.Shell point is now trying to foreclose when the payoff is XXXX.That we did not owe so they can come on and still our house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 790XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Our 2nd mortgage was transferred to Shellpoint at the beginning of XXXX, 2020. I sent in a check payment to the address provided. The check was cashed by Shellpoint but not credited to our account. It took over two months to rectify this error. I made two payments in XXXX just to be sure that we would not be 'late ' on our payment. In the meantime, in early XXXX, we received a letter stating that we would be put in the 'Forbearance Program ' unless we responded. We did respond by phone and were sent a letter stating that we had declined the program on XX/XX/XXXX ( see attached ) and that they had fixed the payment recording error. I thought that would be the end of it. In XXXX, we attempted to refinance our mortgage, only to find that we had been placed into forbearance without our consent, and this had been reported on my husband 's credit report. We have called multiple times this past month and are also having IT issues and can not access our Shellpoint account. IT reached out after two weeks but we missed the call. After a month, we have yet to receive a letter stating the error and nothing has been corrected on our credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98201
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As a result of Covid-19, I have had to indefinitely XXXX XXXX XXXX XXXXXXXX. I also had to deal with XXXX XXXX for 7 weeks. In XXXX, Shellpoint Mortgage Servicing granted a two month deferment. In XXXX, I reached out to Shellpoint again to see if another deferment was possible. At that time, my business had been shut down, per government orders, for two months, since XXXX. I spoke with XXXX XXXX, on or about XX/XX/2020, and was informed that another deferment would be granted. During this conversation, the prior deferment was discussed, a payment arrangement was made for XXXX, the next payment that would be due after XXXX and XXXX were deferred, and we discussed an escrow payment that would need to be made in XXXX to keep my escrow current after these regular payments had been deferred. On XX/XX/2020, the deferred payment for XXXX was reflected on the account when online records were checked. Fast forward to XXXX. One or about XX/XX/XXXX, I contacted XXXX to touch base, check on the status of things, and to change the scheduled payment date to later in the month, if possible. At that time, I inquired about the possibility of another deferment. The associate and I discussed the current environment and financial hardships. I was asked if I had gone online and submitted a request and I said that I had. After some more discussion, it was eluded to, that I would likely qualify for another deferment, giving me until XXXX before another payment would be due. I was told that I should expect to hear from someone in the next 7 - 10 business days. At no time, during this conversation, was I told that I was delinquent or that there was an issue with my account. On XX/XX/XXXX, after not yet hearing back from anyone at XXXX, I called back. At that time, I was told that I would need to speak to my point of contact, XXXX XXXX. I was given his direct line and then transferred. After several days of leaving messages and missed calls, I was finally able to speak with Mr . XXXX. At that time, Mr . XXXX informed me that the deferment I was told we had back in XXXX, had been reversed and the account was delinquent for XXXX, XXXX and XXXX with the XXXX payment being due on XX/XX/XXXX. We were not notified that the deferment had been reversed and there was no real clarification as to why it was reversed. In addition to no clear answer as to why the deferment was reversed, Mr . XXXX could also not say when / if the house would go into foreclosure, just that it typically happens around 120 days delinquent. He also couldn't answer why these delinquent payments had not been reported to our credit or when they would be reported to credit. These are very difficult times and a flagged credit report or the house going into foreclosure is only going to make it even more difficult. Not having any clear answers and mixed messages is making this situation virtually impossible. In this conversation with Mr . XXXX he asked about my income and when XXXX XXXX would be able to open. It appeared that my responses to those questions had an affect on the deferment. Feeling overwhelmed and like the conversation was going nowhere, I ended the call. On XX/XX/2020, I attempted to call XXXX XXXX. He was unavailable so I spoke with XXXX XXXX. Still seeking understanding about what happened with the deferment and what will happen moving forward, even Ms. XXXX was confused about the deferment. Several times, she stated that the XXXX payment was deferred, which caused me to become even more confused. After a bit of back and forth, and research, on her part, she was able to see that the deferment had been reversed. I requested protection under the Cares Act for a Covid related hardship and once again asked when the delinquent payments would be reported to credit services. After being told that the property would not go into foreclosure because of the Cares Act, I was informed that the property could go into foreclosure but would not go up for sale for a year. She was unable to give a concrete answer as to when the delinquent payments would be reported to credit services. I confirmed that the calls are recorded and asked for the call to be escalated. Ms. XXXX said that I would need to speak to my point of contact, Mr . XXXX, and that he would need to escalate the call. The call was transferred. I, unsuccesfully, attempted to reach Mr . XXXX several times that day. I did let Ms. XXXX know that I am going to be putting the house up for sale very soon. I am hopeful to keep it out of foreclosure so I can sell it. On XX/XX/XXXX, Mr . XXXX returned my call at XXXX, Once again, we discussed the deferment, possible foreclosure, and credit reporting. Unlike what Ms. XXXX stated, Mr . XXXX said that because the loan is a private loan, it does not fall under protection of the Cares Act and that it can go into foreclosure. However, he was still unable to give a clear answer as to when foreclosure will take place or when the delinquent payments will be reported. I requested that the call be escalated and Mr . XXXX escalated the call to XXXX XXXX. XX/XX/2020, Mr. XXXX returned my call. After going over the situation with the deferment and requesting clarity on when the property would be placed into foreclosure and when the delinquent payments will be sent to credit, Mr. XXXX said that he would get with Mr . XXXX to discuss the account to determine if anything can be done to assist during this process but that due to my lack of income, I would not qualify for a deferment. Though the reason I was given for the XXXX / XXXX deferment being reversed was due to the prior deferments not due to loss of income. Mr. XXXX also could not give me a concrete answer as to when the property will be placed in foreclosure or when delinquent payments will be reported. He stated that I need to do my best to get the house on the market as soon as possible. I let him know that I have a realtor and that I am making every effort to get it listed as soon as possible. I have done my very best, in this current environment, to communicate with Shellpoint, asking for clear guidance and assistance to avoid the situation that I have found myself in today. I feel that I have been improperly guided by Shellpoint and its associates. From being told that I was given a deferment to that deferment being reversed with no notification, to being told the loan should receive protection under the Cares Act to then being told it does not, and the lack of answers regarding foreclosure and delinquent payments being reported to credit. There is also misleading information being provided regarding qualifying for a deferment. I have been told only one deferment per year, I've been told that I should qualify for another deferment until XXXX. But, I've also been told that because of my lack of income I don't qualify for deferment. How am I or anyone supposed to successfully navigate these difficult times when receiving different information every time a conversation is had? Please advise as to what, if any, remedies I have at this time. I am working to get the house on the market but if it goes into foreclosure before or during that process, it will greatly effect the sales price. I am also hoping to not negatively effect our credit in the process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29403
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have experienced multiple service related issues with my current mortgage holder. They begun with a refinancing process that was completed on XX/XX/2020. The refinance was completed with XXXX XXXX XXXX XXXX XXXX Their contact information is : XXXX XXXX XXXX XXXX XXXX XXXX NMLS # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX The refinance was completed for a loan amount of {$280000.00} which was inclusive of the following : 1. {$6700.00} in closing costs ( including funding of the escrow account ) 2. - {$450.00} in prepaid closing costs 3. {$270000.00} in loan payoff. Since at the time of refinancing, the loan balance was {$270000.00} and the loan payoff amount exceeded that, {$1300.00} was applied as principal reduction to borrower. This is indicated as such in section ( K ) of the closing documents. Soon after refinancing on XX/XX/2020, the loan was sold to 'NewRez '. The contact information for NewRez is : NewRez LLC NMLS # XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX PA XXXX XXXX NewRez failed to do the following : 1. Apply the first mortgage payment in a timely manner ( the payment in the amount of {$4000.00} was made on XX/XX/2020 but was not credited till XX/XX/2020 ). Thus, the outstanding loan amount that accrued interest was higher for more than 30 days. 2. Failed to reflect the correct loan balance of {$280000.00} - {$1300.00} XXXX principal reduction as explained above ). 3. On XX/XX/2020, NewRez failed to make a payment to the homeowner 's insurance provider : XXXX XXXX which resulted in a cancellation of the policy due to non-payment, and subsequent attempts to reinstate the policy have resulted in a rate increase from {$410.00} ( per year ) to {$660.00} ( per year ). Several attempts have been made to contact NewRez to resolve these issues and the only notification received thus far is a request for additional time from NewRez to resolve this issue. NewRez was first approached on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX, NewRez was provided with all relevant documentation : Copy of the check that indicated the loan payment of {$4000.00} referenced above in item ( 1 ), Closing documents that reflected the accurate loan balance, referenced above in item ( 2 ). This information was sent again on XX/XX/XXXX at the request of NewRez. It has now been over 90 days since the first time NewRez were approached to resolve this issue, and yet, no development has occurred. Additionally, I have to reinstate the homeowner 's policy and pay the premium out of pocket in order to maintain coverage.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: A couple of years ago our mortgage loan was sold/transferred to Shellpoint Mortgage Servicing which is now NewRez/Shellpoint Mtg Servicing ( sister companies ). We have a VA - ARM loan ( 3.250 % currently ). In the last few years our payments have gone up {$300.00}. Because of the current pandemic interest rates have gone down significantly ( 2.25 % ). Due to more difficult times, financially, we sought assistance to refinance our loan to decrease our monthly payment to ( at least ) our original rate of 2.75 % or better. Our credit is not perfect but we would have been able to decrease our payments by {$300.00} via streamline loan since they already have our original mortgage and information. We would not have to re-qualify for a new loan all over again. It would have been easy to streamline our loan. We spoke to several loan officers and they advised the same. So we reached out to NewRez and received an email from loan advisor. We communicated with him about our interest in refinancing. He was willing to work with us to get it done until he discovered that his company NewRez does not have the license to do loans here in Hawaii even if they acquired our loan. We asked him if that was even legal to do what they are doing where they were not licensed. He has also informed us that because his company does not have the license to do loans in Hawaii means he is also not licensed to do loans in Hawaii. So instead of getting some assistance, we have to call other lenders and see who will be able to help us. NewRez has no time frame as to when they will be able to get their license. Im sure there are a lot of customers here in Hawaii who have loans with them, but yet they are not licensed to do loans here and theirs customers are probably unaware of this lenders ' situation. I will attach the emails between myself and the loan officer from NewRez/Shellpoint. Thank you for your attention to this matter that would make such a difference to us.
Company Response:
State: HI
Zip: 96789
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am asking and have asked Shellpoint before to remove late fees because they can not prove when the late payment was made. Shellpoint still has not checked the loan history for errors. I have found more errors and these need taken off. A prior loan service has tried to go in and make the number add up and they do not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46168
Submitted Via: Web
Date Sent: 2020-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted this request to my mortgage company. Mortgage company name is : Shellpoint Mortgage now known as NewRez Financial Since XXXX of XXXX, my wife and I started a repayment plan to fulfill according to the mortgage company, a past due amount of {$12000.00}. The initial payment of {$4000.00} we paid in XX/XX/XXXX ; the monthly payments were {$3100.00} which includes regular monthly payments of {$2500.00} plus {$630.00} for 12 months. In XXXX of XXXX due to COVID19 we requested a forbearance regarding the mortgage payments we were approved. Starting XX/XX/XXXX, 3 payments were made ( XXXX {$1200.00}, XX/XX/XXXX {$1200.00}, XX/XX/XXXX, {$1500.00}, and XX/XX/XXXX, {$2500.00} ) Keep in mind no payments were required during the forbearance period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92551
Submitted Via: Web
Date Sent: 2020-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Last first of XX/XX/2020, I called to Shellpoint and they informed me that the loan payments were 5 months overdue and that the house was in a foreclosure process, which took me by surprise because I was NOT notified by any means or written, neither by phone nor by email. They also said that my contact details had been wrongly registered so there was no communication of any kind with me. I have tried to communicate with shellpoint several times by emails ( attached ) and phone calls in order to assist me through the remainder of the loss mitigation process concerning my mortgage loan, but I have not had any clear and concise answer. I only want to know which plan either " Modification '', " Forbearance Plan '', " Repayment Plan '', etc would work for me to pay the loan. I really feel uncomfortable with this situation and I would like to make a formal complaint
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A