Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX in 2015 gave me a loan modification they put {>= $1,000,000} or more into my balance they claimed it was for escrow missing payments home insurance some money to pay their lawyers and they claimed to people that was taking care of the house charges that they made up I started to make my monthly payments even that they gave me a payment I can afford 2 mounts into the new balance at this point they have made 2 loans one no interest no late fees no extra charges but my due date was the first of each month so it always looked like a late payment or missing payment 8 mounts ago XXXX XXXX XXXX sold my mortgage to XXXX XXXX and shellpoint mortgage services and since the first day this fraudulent company keep sending me a different amount Extra charges late fees and any other charges that XXXX XXXX XXXXXXXX couldn't charge I contact them and I asked them which mount I'm supposed to be behind but when I sent them the probe of that mount they keep saying it is another month they claimed is escrow but every year they adjust it if may home insurance go up or my taxes my payments started at the beginning of my new mounty Payne was {$1400.00} and this days I'm paying {$1600.00} and they say it is because the escrow they keep claiming I owed them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2020-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a continuation of complaint XXXX. Please see attached information showing proof of payment history. Mortgage company is claiming a payment has been missed. There has been not effective information provided by Mortgage company and the date of their claimed missed payment has changed multiple times. Would appreciate if CFPB can get Mortgage company to close their claim based on attached supporting information. Until this is closed, there claims can only be seen as harassment. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing this complaint against Shellpoint Mortgage Service DBA New Penn Financial DBA NewRez Servicing and Ms XXXX XXXX for : 1. Charging me {$7300.00} in fees for a forbearance request due to temporary inability to work due to coronavirus while my loan was current without a single missed payment. ( See attached exhibit A ) 2. Refusal to indicate in written forbearance agreement the full terms discussed 3. Ignoring my multiple requests for additional 6 months forbearance due to Covid as my circumstances have not changed as to my temporary coronavirus induced hardship ( my loan is XXXX XXXX ) 4. Failure to correct the above for weeks upon repeated requests ( including requests in writing ) I contacted ShellPoint and NewRez in regards to coronavirus induced hardship multiple times, in writing, starting on or about XX/XX/XXXX. My requests were first ignored and then reduced to 3 months forbearance. The three months forbearance was approved on XX/XX/XXXX. I never missed a single payment on my mortgage and made my last payment of {$3600.00} on XX/XX/XXXX which New Rez promptly deposited on XX/XX/XXXX ( due XX/XX/XXXX ) and then the next bill due XX/XX/XXXX showed {$7300.00} - a service fee for requesting COVID forbearance which is outrageous and can NOT be charged! On XX/XX/XXXX I again confirmed the terms of forbearance and in writing with XXXX XXXX Loss Mitigation Specialist Shellpoint Mortgage Servicing Toll Free : XXXX XXXX including the payments on forbearance are to bepaid off at the end of the loan in a lump sum. ( Exhibit B ) which Ms XXXX confirmed as true ( Exhibit B ) on XX/XX/XXXX XXXX. I asked her again to include the following clause in the agreement : the payments on forbearance are to bepaid off at the end of the loan in a lump sum. as we discussed below. ( Exhibit B ). Ms XXXX refused to correct the agreement she originally sent me ( Exhibit B ) and told me to contact their general email. At that point I told Ms XXXX that I already submitted multiple requests to shellpoint and they transferred me to her. As she confirmed in her last email, I was requesting the exact same wording to be added to the agreement. Ms XXXX gave multiple excuses not to give me anything in writing including the following excuses that : 1. she does not send letters while her first communication was a letter agreement, the very same one I was asking to correct to reflect the statement we discussed. 2. The letter may have my name on it but I do not write letters at all. 3. Your loan will be reassigned to a new point of contact by this afternoon as I am no longer on the team that handles your account. and many more ( her emails available if needed ) I kept asking to correct the situation for days and was constantly ignored so I know that Shellpoint Mortgage Service DBA New Penn Financial DBA NewRez Servicing and Ms XXXX XXXX purposefully pocketed thousands of dollars in illegal charges for forbearance requests on accounts during coronavirus pandemic which is predatory and warrants investigation by authorities for fraud and illegal business practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of 2020 I started the process of refinancing my mortgage with NewRez LLC. On XX/XX/2020 the appraisal was ordered, which I paid. Since that day, I've heard from the mortgage company, maybe 2 times. I've called multiple times, left multiple messages, sent multiple emails to XXXX XXXX and XXXX XXXX with no response. Nothing, no call, no email. It's now XX/XX/2020 and still nothing. I have no idea what's going on with my refinance. They've already extended the lock in rate once, however, that was a month ago. I would like for someone to explain to me what's going on.
Company Response:
State: NC
Zip: 28112
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/XXXX Shellpoint Mortgage Servicing for the first time produce a Note and Security Instrument as evidence for their demand of payments for Loan # XXXX FHA # XXXX Deed of Trust dated XX/XX/XXXX. I never signed, I never agreed, and I never assumed any responsiblites or obligations for the note and mortgage Shellpoint produce on XX/XX/XXXX. Shellpoint see to put obligations on me which I never signed or agreed to. Shellpoint falsely represented to me and cfpb that I signed and assumed the note and security instrument, this is completely false, see attached response from shellpoint. Shellpoint demand I paid a bad debt that was created base on fraud, misrepresentations, omissions, and concealment. I filed a police report and Identity Theft Victims Complaint and Affidavit XX/XX/XXXX, see attached. I request Shellpoint to closed all accounts they created in my name and remove the bad debt from my name. And issued a letter that I do not have any responsiblites or obligations for the purported note and mortgage debt.There is no outstanding mortgage loan and/or balance for me or my property
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11212
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: thursday, XX/XX/2020 regarding : Loan Number : XXXX rearding : Shellpoint Mortgage Servicing ( Is An Illegal Company! ) dear XXXX XXXX, this is Illegal! this is FRAUD! they ILLEGALLY added {$4000.00} interest since the covid virus started on to myaccount without informing ME! furthermore, i am on a payment plan that was approved of ( during the coronavirus pandemic ) to pay those payments back in 3 payments as Double Payments and now YOU do this to me which is FRAUD! they are NOT supposed to be charging or adding on any ILLEGAL LATE FEES/PENALTIES due to being Approved for a CoronaVirus Payment Plan Program! {$4000.00} = interest and {$54.00} Per Diem they Now Added thesefraudulentamounts since the covid virus started on to MY Account and Mortgage Behind MY Back! https : //www.shellpointmortgageservicing.com/ # XXXX they EITHER need to SPEAK TO ME ABOUT THIS and solve the problem! OR I AM STOPPING THE PAYMENTS AND CONTACTING THE CONSUMER FINANCIAL PROTECTION BUREAU AGAIN and XXXX XXXX XXXX again! this is a Big Scam! i have taken pictures as well! YOU have the Worst Mortgage Company Ever! XXXX XXXX XXXX enclosed, please find the attachments from your website showing YOU the NEW, ILLEGAL FEES that YOU have ADDED ON recently! cc : Consumer Financial Protection Bureau cc : XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a boat loan with XXXX financial that i paid off in XXXX of 2020 but the company transferred my loan to Shellpoint Mortgage in end of XXXX ans Shellpoint sent me a letter saying i owed them for a loan payment i contacted them and sent them the payment info from XXXX where the loan was paid off, they still insisted i owed them {$330.00} to pay the loan of and i paid them in XXXX just not to have a problem, i received confirmation that the loan was not paid in full. I asked them for my title to my vessel and i was told to wait 3 weeks for it to be sent to me.. Its now almost 4 months and i called them 4 times since but no one can tell me where it is, i e-mailed the loan servicing department as they tell me 4 times with no response. Now the worst part is shellpoint reported to the credit bureaus that i am 30 and 60 day late and that the loan is a home mortgage!!!! Im purchasing my first home now and im 3 weeks away from closing but due to this incorrect reporting my score dropped below the minimum required FICO score required and the incorrect reporting that the loan is a home mortgage and late payments is not allowing me to obtain my mortgage for my home due to this incorrect past history on my report.!!!! I have called Shellpoint at least 5 times and e-mailed them to please correct the reporting asap so that i can contact the agencies to rescore my reports for my new mortgage, but it has been 10 days with no response at all ... and everyday my credit score drops lower!! please help or my family and i will be in the streets with no home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33331
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX took a double payment from my account. I emailed them about it XX/XX/XXXX and was ignored. I was forced to call today XX/XX/XXXX and had to wait on hold. The person on the line was able to put in a request but it will take several days
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07104
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez LLC XXXX XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX NewRez LLC XXXX, TX Branch Office NMLS ID # XXXX When NewRez began servicing my mortgage in XX/XX/XXXX, they began charging me for PMI without my knowledge. I had previously had this removed when mortgage was being serviced by XXXX. I was below the Loan To Value ratio that permitted it. I was charged {$12.00} on XX/XX/XXXX {$12.00} on XX/XX/XXXX {$12.00} on XX/XX/XXXX {$49.00} on XX/XX/XXXX {$99.00} on XX/XX/XXXX None of these charges are legitimate and I have requested refunds for the misappropriated funds but to no avail.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 my mortgage servicer charged me an appraisal fee of {$170.00}. I did not request this appraisal. My mortgage servicer used this appraisal to raise my monthly payment. The STOLE the {$170.00} from me by simply taking it out of my monthly payment without even telling me that they were going to do this. I contact Shellpoint and complained and they removed the fee. Now Ive looked at my XXXX statement, and now the charge is listed on my mortgage statement AND included in the amount. So I cant simply make my mortgage payment without paying the {$170.00} because it will be deemed as a Partial payment and be recorded as a late payment. Shellpoint has already raised my mortgage for the 3rd time since acquiring my loan 12 months ago. My other two previous mortgage servicers never raises my mortgage, it was {$1800.00}. Shellpoint has raised my payment to {$2000.00}. Why do they keep raising my mortgage? I want Shellpoint to permanently remove the {$170.00} appraisal fee, as I did not request or authorized them to appraise my home!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A