Date Received: 2020-08-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The lender is NewRez LLC / operating under Shellpoint Mortgage Servicing. XXXX XXXX Amount due to me {$59.00} +/-. I refinanced the loan through another lender. The loan closed on XX/XX/XXXX. XXXX charged interest from XX/XX/XXXX through XX/XX/XXXX. XXXX charged for XXXX days on which it was not on the loan. I have written to them on XX/XX/XXXX and XX/XX/XXXX requesting and adjustment. Both times I got notification the request had been received and that they would respond within a few days but it has gone ignored. My accountant believes this might be a tactical move. The amount in question is under {$60.00} and they expect most people not to pursue it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85044
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Bottom line is my credit has unjustly been damaged. My house payment originated with XXXX XXXX XXXX, then we went bankrupt ourselves in XXXX, and the house was " NOT '' reaffirmed, so they stopped reporting immediately, then XXXX took over, always asking if our intention was to keep the home, ( it was ) in all correspondence. Then XXXX got the mortgage, they honored the law, and didn't report either. But when Shell Point too over, unbeknownst to me, started reporting me, and stated " they weren't told '' about the bankruptcy??? So even last week, synchrony refused to reinstate my credit line, my score has crept up a little, since it, thru dispute, was finally removed, but the damage still lingers as my score is in the low to mid XXXX now. On about XX/XX/XXXX Shellpoint took over, from XXXX. The letter from XXXX XXXX bankruptcy people stated not to send a payment, so we didn't, and when we got a letter from Shellpoint they stated we were 2 months behind, we sold, and paid off, our house following around XX/XX/XXXX and by then it showed 3 months behind. That remained unchanged, not showing paid, not removed, or at least corrected, for about XXXX a year. We began contacting them, early XXXX with them promising a correction. But they never did correct it. XXXX has lowered and closed all of my credit lines. XXXX has lowered my line. XXXX has lowered my credit line. My score dropped to the low XXXX XXXX from high XXXX XXXX XXXX The credit bureau 's have finally removed last month ( late XXXX ), after a lengthy dispute, worsened by temporary Covid delay, but my score and credit lines are still severely damaged, due to lowered, and closed credit lines, affecting my credit utilization. Bottom line is, House the house was " NOT '' reaffirmed, so this should have never happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74012
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During my XXXX XXXX XXXX vacation while I was out of town ( XX/XX/XXXX/XX/XX/XXXX ), my mortgage loan was sold from XXXX to new rez mortgage. Loan # XXXX. Upon opening my mail to be informed my automatic payment for my bank had already been sent for my XX/XX/XXXX payment. That payment was never received by newrez, or returned to my bank account and my mortgage has been in arrears since then. I called in XXXX XXXX XXXX XXXX XXXX XXXX sent numerous emails. I have sent proof and I cant get any response from anybody over the phone.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is against Shellpoint Mortgage and CFPB for ineffective response to previous complaints. Per attached, a Shellpoint representative has essentially acknowledged that the error is by Shellpoint 's escrow accounting despite months of claims the faults is the buyers. These complaints will continue until the issues is resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Shellpoint Mortgage assumed responsibility as my new loan servicing company for the first payment due in XX/XX/XXXX. I learned of an issue with my timely made XX/XX/XXXX payment when I went to make payment for XX/XX/XXXX. I immediately called Shellpoint to inquire about the issue and what occurred with the payment made in XX/XX/XXXX, at which time I was provided inconsistent information from two different representatives. Shellpoint reported my payment to the three credit bureaus as having not made a payment timely, although their records clearly show that I did make payment timely in XX/XX/XXXX. Also, in communicating with Shellpoint about this error, I was told that my payment was returned because the banking information did not match and that my banking institution returned the payment, neither of which was true. We confirmed my banking information, confirmed that I had adequate funds to cover the payment, and that the payment was made timely in XXXX. I asked for them to remove the error from the credit bureaus, had made this request more than once, called on the phone multiple times ( once with my banking institution on the line to confirm again for a second time my banking information which matched completely and to confirm that my banking institution did not return any payments ), and I submitted a detailed letter laying out the history and proof of a timely payment. I followed up because well over 30 calendar and business days have passed, and I have heard nothing. So, despite trying to get this resolved in an orderly way and being promised that I would get a response and a return call, none of this has happened. Therefore, I am filing a complaint with the CFPB to assist with rectifying this situation. I have attached my complaint letter and additional proof of the issue and my attempts to resolve it. As a secondary issue to note for CFPB to look into, which feels very suspicious in nature given Shellpoint 's history, Shellpoint seems to withhold additional escrow funds unnecessarily and improperly and conducts escrow reports frequently to justify their actions. I have never had this much money withhold in escrow. This issue should be looked into as well to see if other consumers have raised this issue about Shellpoint and also my escrow review and withholding that changed only when Shellpoint took over is suspicious. I have had three prior loan servicers and have never had this issue. Even the representative I was speaking to on the phone noted that this escrow review being conducted multiple times in a short period was highly unusual.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20602
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is a fraud report. Shellpoint took escrow money since the beginning of my loan for property taxes and never paid them. I had to pay the property taxes myself including the late fee, {$3700.00}, and Shellpoint as of today still did NOT reimburse me. In other words, I double paid : Shellpoint withdrawing the money in error ( Shellpoint is liable for this mistake ) and me paying it to the County.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: OnXX/XX/2020 a non-profit in NC provided my family with XXXX to help with rent/ mortgage from the rental relief fund during Covid-19. They processed the payment electronically to the account with NewRez. I have contacted NewRez multiple times via phone where I am told they can not locate the payment but once they find it they will apply it and not charge late fees. It will be a month this Friday that the payment is sitting with the service center and has not been applied. The non-profit that made the electronic payment sent me the confirmation they could provide however I received a letter from NewRez that they cant find the payment, it is late, I will be charged fees and if I would like send them acceptable proof of the payment I can with a written request to look for it again I can. NewRez Reference # XXXX ( this is the actual account # ) Acct ****XXXX Payment Reference # from Non-Profit not involved in the complaint XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Consumer Financial Protection Bureau & State of New Jersey Department of Banking & Insurance Complaint : Mischarged PMI ; Escrow Shortage Charges ; Escrow Late Fees Shellpoint Mortgage Servicing & XXXX Dear CFPB and NJDOBI, Please accept this as explanation of our request to file formal complaints with both the CFPB and NJDOBI against the two most recent former servicers of our primary residence mortgage, XXXX and Shellpoint Mortgage Servicing. As evidenced by the attached Escrow Analysis, we continued to pay monthly PMI insurance long past the required time based on attained equity in our home. We are requesting a refund of these overpayments. Also evidenced by the Analysis, we were being charged late fees for escrowed tax payments we were not responsible for making. These payments were entrusted to be made by the mortgage servicers so its not appropriate that we were made responsible for paying late fees incurred due to the mortgage servicers neglect in making timely payments. We are also requesting a refund of these late fees. Additionally, our monthly mortgage payment had increased annually for the past several years. Upon receiving the notices, we inquired as to why and were told the increases were to cover shortages in our escrow account. Were not mortgage specialists, only homeowners, but it seems reasonable to assume that its the responsibility of the mortgage company to properly forecast annual escrow requirements prior to the end of each calendar year. Likewise, although we can accept this type of error on a single occasion, this happened for many years which is unacceptable. Due to the obvious mismanagement of our PMI and the inappropriate transfer of late fees to fall under the realm of our responsibility, it seems likely that theres also something not right with the continuous annual escrow account shortages. Wed also appreciate an investigation into this matter and possibly a refund of these additional charges. It is important to note that we were not receiving annual escrow analysis statements from either mortgage servicer. At the request of our refinancing specialist, we recently had to call Shellpoint in the midst of the refinance process to obtain an Escrow Analysis copy. At some point in 2017, when our mortgage was still held by XXXX, we spoke with one of their mortgage specialists regarding the escrow shortages and with a request to eliminate PMI insurance. We were told we did not qualify to eliminate PMI. Knowing what we know now, that clearly that was not accurate and the information was grossly misrepresented to us. We reached our 78 % LTV and it should have been automatically removed. Your investigation into these matters would be greatly appreciated. With kind regards, XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage placed hazard insurance on my property without my knowledge or consent. Shellpoint hired XXXX XXXX for this insurance. I already contacted both companies requesting cancellation of this insurance and they have both refused to comply. I am being deducted money from my monthly payments to go this insurance and I have no clear knowledge of the amount and dates.
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint/New Rez Mortgage servicer Sent me a letter XX/XX/XXXX allowing me to cancel my escrow account and pay my own taxes and insurance. below is their statement in their letter. " " Upon review of your correspondence, New Rez has approved the cancellation of your escrow account. As such, the insurance and tax liens have been updated to Homeowner responsibility. Going forward you are responsible for payment of the insurance and tax items for the above referenced loan '' XX/XX/XXXX Then I get an annual Escrow account disclosure statement. Showing their intent to create another escrow. This company does not do what they say they are agreeing too. They even threaten me with a foreclosure before and will not own up to that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A