Date Received: 2020-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: So today when signing on to my checking account, they alerted me to a duplicate payment/transfer for my monthly mortgage payment on XXXX XXXX they informed me it was Shellpoint mortgage that did it and to call them. After 45 minutes and transfers to two separate representatives I finally got my answer. Yes Shellpoint was aware they did take two payments from my checking account. No apologies, no notice that they realized the mistake & were going to reverse the extra charge. I asked if it could be applied to next months payment or extra principal, but was told no, the reversal was already in the works and would be back in my account in about a week! If I hadnt called were they going to keep my money? So ... basically they get to use my hard earned $ free of charge for over a week? The representative said its not free we are giving it back to you! So terrible customer service on top of shady practices seems to be the norm at Shellpoint. My bank has not received any notice from Shellpoint about reversing the double debit
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It May Concern, Hello, I lost a large part of my income due to the pandemic. Concerned about paying my mortgage and after hearing about mortgage companies deferring payments for up to three months, and considering Id never been late with a payment, on or around XX/XX/XXXX I decided and called my mortgage company NewRez Financial and asked if I could have my mortgage deferred. The person I spoke with explained it shouldnt be a problem considering the COVID situation and said she'd get back to me by the end of the week. She called me back and said that my request was accepted. She said that my mortgage would be deferred from XXXX until XXXX. To be sure I asked how deferral would work and she explained that my mortgage payment would just be extended for three months tacked on to the end of my mortgage loan and that there would be no penalties, fines, or fees and that this wouldnt effect my credit. A week or two later I received a scary email requesting mortgage payment, and a week later an email apologizing for the request. I called the company about the emails and was told not to worry and to ignore any other request for payment. A week or so after that I received a letter in the mail from NewRez which I did not open. Not long after I received another letter and so I opened it and there was a letter explaining to me that my mortgage was in forbearance. I called my mortgage company about the letter and was connected to a debt collection service named Shellpoint. The man I spoke with said that I misunderstood. I am certain that I did not misunderstand. He explained to me that the 3 months of mortgage was expected to be paid in full by XX/XX/2020. I explained that this was not expected and said that I feel Ive been misled and felt I was being taken advantage of. I called and asked to speak to a supervisor and was told to expect a supervisor to call me within next couple of days. The call never came. I've been foolishly waiting for a call to straighten this situation out, however it has yet to come. I am hoping that reaching out to you can get me a positive result. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage company Shellpoint Services offered to defer my payments for XXXX and XXXX of 2020 due to Covid, I said ok and they stated I would only have to pay the escrow due, which I did. I am now attempting to refinance my loan through XXXX and have to pay off the deferred amount to finish the approval process. I called shellpoint and asked how I could do that because the portal I use for my payments does not show that I owe any deferred amounts. they told me that the only way to pay the deferred amount is to pay the entire loan off which is over {$130000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85281
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I initially became behind on my mortgage payments in early XXXX due to me being a widow. I was assigned to a single point of contact by the name of XXXX XXXX, telephone number XXXX, who submitted an approval for deferment on my loan on XX/XX/XXXX. I initially received the deferment and the payments were pushed out until XXXX. The hardship continued and XXXX assisted me with submitting for a loan modification. We proceeded and I was granted the loan modification in XXXX, for payments to begin in XXXX. There were 3 trial payments which just so happened to be in the middle of the COVID pandemic. Although I was effected by the pandemic, and just getting back on my feet, while making my lender aware of such ( emails sent ) I gathered the funds and made all 3 payments. I was sent a letter stipulating that I was approved for a final loan modification and that the documentation needed to be in by XX/XX/XXXX. I submitted the paperwork, had it signed by a notary and sent in. It was received on XXXX XXXX. Shellpoint offered to send a notary, however, I had already had the documents signed and the notary they offered, called and made me uncomfortable as they identified themselves as Shellpoint directly and not a notary. Later, after calling and emailing several times, I found out that the paperwork, I signed was erroneous on Shellpoint 's mortgage behalf, and needed to be signed again. This was conveyed to me on XX/XX/XXXX, when the payment was due in XXXX and I am effected by the pandemic. I made XXXX XXXX XXXX my single point of contact via our conversation and a follow up email ) aware and he promised to have his supervisor XXXX XXXX call me ( I sent XXXX XXXX several emails as well- 3 to be exact ). XXXX XXXX, nor XXXX XXXX got back to me. I re-signed paperwork, on my own, had that re-sent to Shellpoint Mortgage, and it was received, on XX/XX/XXXX. I was later told by another representative that there was an error with that paperwork due to a mishap on Shellpoint mortgages behalf, again. I have sent emails to XXXX XXXX and XXXX XXXX, again, no response. In the interim, I have received paperwork asking for the loan modification paperwork, which I have sent over twice, and I have also received paperwork stipulating that my home is in default. I was told that this paperwork generates automatically because the loan modification documentation has yet to be registered. Here I am at a stand still and told that I need to sign now a third set of loan modification documents with no explanation as to why, and no one seems to be giving me a call back. When I call, I am told that my single point of contact XXXX XXXX or his supervisor XXXX XXXX needs to correct the situation and after several calls, they too have not called me back. I need answers. This is my home. I have two little ones and it is extremely important to us. Your assistance would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I purchase my home for {$49000.00} on XX/XX/2005. I currently owe approximately 35,000 on the home the term was a 30 year fixed mortgage with about 4 % interest rate. Unbeknownst to me the money was applied to the interest on that note, then the principal on the note second one and then all of the other fees third early. After 15 years into the mortgage I realize that Ive only paid less than half of the mortgage. I would like to know my options this mortgage for me at this time I would have thought that a house wouldve been paid off at least halfway and its not.I am on able to get my house refinanced due to my credit score. I believe it was a bad mortgage in XXXX and its place me in a position according to my calculations that I have paid XXXX or ready on this house which is double the amount that its worth. The original bank I was national XXXX which is no longer in business the name to change to XXXX XXXX XXXX I believe. However Shell point mortgage services services the loan currently and they have been very transparent with the information that I have been trying to obtain for the past few years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19601
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX. My friend is doing a refinance for me. When he pulled credit it triggered my servicer NewRez to have their call center try and solicit me. They without my permission locked up my FHA case number and refuse to release it to my lender. I have sent a letter stating I wanted it released as well as emails. XXXX XXXX at NewRez is the loan officer that pulled the case number. Others that were notified at NewRez were XXXX and XXXX who stated, " Please see request for this FHA Case number transferred to another lender. This is a Call Center loan in Clear to Close status, loan # XXXX XXXX. '' This statement is false. I never applied, signed any disclosures or had an appraisal inspection so how can I be " clear to close ''? They are also stating that I have to have my loan that I never started cancelled in their system before they will release the case number. The delay NewRez is causing me can translate into rate lock extension fees or worst.
Company Response:
State: CA
Zip: 92345
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez took over my mortgage from XXXX on XX/XX/XXXX. I had on multiple occasions requested that XXXX NOT escrow my taxes. I received a statement for the full amount including escrow due XX/XX/XXXX XXXX {$2300.00} XXXX which I sent to XXXX before XX/XX/XXXX. NewRez did NOT set up my account for escrow. They had a Regular Payment amount of {$1200.00}, creating a difference of XXXX. On or about XX/XX/XXXX I spoke to XXXX at New Rez. She was going to request the refund of {$1000.00}. When I did not hear back or receive the funds in my checking account, I called again. On XX/XX/XXXX, I spoke to XXXX XXXX. He saw the same info and was requesting a refund IN MY NAME ONLY. On XX/XX/XXXX I spoke to XXXX XXXX. Again I was promised that the funds would be deposited back into my account within 3-5 business days. I called on XX/XX/XXXX and spoke to XXXX XXXX. She said the requests were denied by the payment processing group since the funds being requested for refund were over 30 days old. My payment had been applied to the principal of my loan. I explained that I NEED the funds to complete my real estate taxes. She was escalating this to her manager or to the payment processing group. On XX/XX/XXXX I called and spoke to XXXX XXXX. He was sending it again to payment processing with a note that I had started the request well within the 30 day window. On XX/XX/XXXX I called and spoke to XXXX XXXX. They are refunding the XXXX that they have escrowed towards homeowners insurance. ( I did receive this check payable to me and my deceased husband whose death certificate has been on file with them, but that is another story. I received a phone call from XXXX XXXX XXXX. I dont have this date written down, but it may be XX/XX/XXXX. He was going to get the {$1000.00} put into my bank account. He asked for this information regarding bank routing number and my account number ( had previously been supplied to numerous contacts in his company ). The second installment of my taxes is due XX/XX/XXXX. I am counting on this money to complete my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60189
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have for many months been able to make a principal only payment online with NewRez. Today a principal payment was only allowed if I also prepaid my XX/XX/XXXX payment. I called and spoke to two very nice individuals. The first one said that management new there was a problem with the online system but she could not process a payment without charging me {$15.00}. She transferred me to someone she said had the authority to draft the principal payment without charging a fee. When I was transferred to this individual he also could not draft the payment without charging me. Again I was unable to do this online. The individual tried for 10 min to get a hold of their manager and once they did the manager told him to tell me to call the escalation department, this after I had been on the phone for 30 minutes. This is an UNFAIR PRACTICE and I wonder how many people have had to unnecessarily pay a {$15.00} fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60189
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in response to ShellPoint Mortgage Servicing XX/XX/XXXX, statement letter responding to my complaint and inquiry. In a review of ShellPoint 's response including the attached loan history summary, there are several questions I have regarding charges, fees, attorney fees, unapplied payments, once again uncredited payments and Pre-petition Arrearages. In their letter, ShellPoint stated the loan account was credited on XX/XX/XXXX, for the amount of {$900.00}. So, what is the Pre-petition arrearage for {$620.00} Principal & Interest about? You also stated the {$930.00} payment received on XX/XX/XXXX, initially credited to my loan account ( but do not show on Loan History Summary ) anywhere as a loan payment but was changed on XX/XX/XXXX, and credited to the escrow account since my initial complaint and proof of payment. But, in your Pre-petition, Arrearage Claim to the Bankruptcy Court and XXXX & XXXX Attorney ( XX/XX/XXXX ) the Mortgage Proof of Claim stated Proof of Claim of arrearage of escrow of {$930.00}. What payments were in arrearage by XX/XX/XXXX? Also, Shellpoints letter states XX/XX/XXXX, monthly payment was not received. Attached is the 3rd proof of payment this year provided to Shellpoint for uncredited payments to the mortgage account in the year XXXX. A payment of {$200.00} was received by Shellpoint on XX/XX/XXXX, for the XX/XX/XXXX MortgageStatement payment amount of {$190.00} which is not shown on the Loan History Summary ( uncredited payment ). Please answer the following questionable charges shown on ( Loan History Summary ), fees, debits, uncredited payments, and proof of claim for pre-petition arrearages on this account : 1.Whatmonth is Shellpoints proof of claim arrearage for {$620.00} for Principal andInterest? Shellpoint Pre-petition arrearage amount. 2.Why did Shellpoint include arrearage for Escrow in the amount of {$930.00}, paid on XX/XX/XXXX, prior to bankruptcy confirmation in XX/XX/XXXX? 3.What months are in arrearage for Shellpoint to receive Pre-petition payments from trustee? 4.What are these transactions listed on XX/XX/XXXX and XXXX/XXXX/XXXX, showing on the Loan History Summary increasing the Principal Balance by {$670.00}, reducing interest payment by {$1200.00}, and reducing the Escrow Account by {$740.00}? Why? XXXX See Loan History Summary ) 5.Why are there debits to Unapplied Payments on XX/XX/XXXX for {$170.00} and {$96.00}? 6.What are these transactions listed for XX/XX/XXXX, increasing thePrincipal Balance by {$720.00}, reducing interest payment by {$790.00}, and reducing the Escrow Account by {$430.00}? ( See LoanHistory Summary 7.Why on XX/XX/XXXX, shown on the Loan History Summary a total of {$860.00} deducted from the Un-applied balance account? ( See Loan History summary ) 8.What happened to the Un-applied balance amounts ( overage payment amounts ) for {$58.00} on XX/XX/XXXX and {$96.00} on XX/XX/XXXX? Why werent these payments applied to the Principal? 9.Please explain these unapplied payment balances and what account are they applied too? 10.What are these charges shown on the Loan History Summary shows charges listed on XX/XX/XXXX to XX/XX/XXXX total {$94.00}? 11.The Loan Summary shows attorney fees being paid beginning XX/XX/XXXX to present from the Pre-petition payments. Why is Shellpoint also charging an additional ( Past Unpaid Amount of {$490.00} ) beginning on XX/XX/XXXX MortgageStatement for attorney fees adding this amount into monthly loan payment? 12. What is XXXX Cost Access charges for? Who is XXXX XXXX XXXX? 13. What are XXXX Cost Dist charges for? 14. Why is XXXX XXXX XXXX charging fees on my account? 15. Why is XXXX XXXX XXXX and XXXX XXXX charging fees on my account? I would appreciate a prompt response to this very important matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and myself had a home equity loan through a local bank. It was sold to a company called XXXX. I have been paying my agreed upon monthly payment for months. One day out of the blue, they decided to start putting part of my monthly payment into an escrow account to pay my taxes and insurance. I had never agreed to this. My taxes were already paid and have never been overdue. This caused my account to look like I wasn't paying my full payments on my mortgage. I was told to send a written letter to them, saying to not escrow my taxes as I pay them. I sent the letter to them and they still have been putting part of my payments towards my taxes. XXXX has since gone bankrupt and my loan was now sold to Shellpoint. They have continued to escrow my account for the taxes. I have tried to resolve this through multiple phone calls with no avail. I contacted a lawyer at XXXX XXXX XXXX XXXX, and have been working with my attorney, XXXX XXXX. Shellpoint/XXXX and Mr XXXX had agreed upon an monetary amount to rectify my account. I sent a check in the amount of {$2600.00} to satisfy them, ( even though I never missed a payment, or was technically overdue on my payments ) but they continued to escrow my account and report that my account was not up to date. He has sent them multiple letters to have them correct the account, again, with no avail.They have been reporting to the Credit bureau that I have not been paying and therefore have been ruining my credit for years now. Even as of today, they are still charging me, escrow accounts, Insurance, late fees, property inspection disbursement and whatever else they feel like adding to my account. I will attach letters from my attorney to verify the above information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A