Date Received: 2020-07-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our mortgage was bought out ( XXXX ) by Shellpoint new Rez of which we were unaware of. Our bankruptcy attorney told us she was sent a letter stating they filled a motion of release stating that XXXX says we are behind on payments XXXX to be exact. So while calling & trying to find out what has been going on I was talked to as if I were an XXXX! We were advised to apply for a loan modification of which we started right away! Still confused as to what is going on we get a point of contact named XXXX XXXX. He started our loan modification with us & we followed his advice to the T. XXXX XXXX I find out XXXX XXXX is no longer with the company by a man named XXXX on XX/XX/XXXX. XXXX. XX/XX/XXXX I speak to a woman named XXXX & asked if she knew who our new point of contact is & she has no idea either but tells me theres a paper that needs to be corrected & could not provide any other information only my new point of contact could. I should hear from someone within 12 to 24 hours. XXXX XXXX I speak to a lady named XXXX who can still not provide me with any information sends me to a voicemail for Ms. XXXX. Left voicemail never a return call. XX/XX/XXXX I speak to a lady named XXXX who informed me my new point of contact was XXXX XXXX & she gave me his number of which I called & left voicemail saying I need to know which paper to correct so my loan modification doesnt say incomplete. Not one phone call back. So I was the directed to XXXX XXXX who said no other paperwork was needed & that my paperwork is with the underwriting still & that XXXX must of been confused while looking @ documents. Meanwhile this whole week Ive been in panic mode have lost XXXX & been loosing my XXXX & now on 2 new meds due to all this XXXX. XXXX XXXX tried calling point of contact XXXX XXXX who was unavailable yet again so I got sent to the bankruptcy department who I explained everything to & she ( XXXX ) said shed have this looked into & sent me to a lady named XXXX who took a house payment from me & was hesitant when I asked for a reference # for proof! XXXX I spoke to XXXX who lets me know that we are still an open case & that with underwriting still. I then speak to our attorney XXXX @ XXXX XXXX who informs me that the attorney asking for a release says theres no record of a loss mitigation that she is seeing or being told. XXXX then informed her that she as well as myself have been sending in paperwork, XXXX then informed me to contact the bankruptcy department @ shellpoint & find out what they say. XXXX XXXX I then speak to XXXX who informed me she does see our paperwork & that shes not understanding why legal wasnt & was fixing it then & said to have the attorney to recheck her information. That before they are allowed to file anything they have to do a complete research & that their have been several complaints familiar to mine! There legal team as far as she understand cant contact us until research is complete. There has been no other contact with Shellpoint or returned calls ... so as of XXXX I have contacted consumer finance to file complaint talked to XXXX , I called the FTC as well onXX/XX/XXXX spoke to XXXX filed complaint reference # XXXX is number on my complaint with them. I tried calling another number given to me by the department of consumer law ( XXXX ) who gave me all these contacts I tried to call a XXXX XXXX consumer affairs number today where I was told Shellpoint is based out of for it to tell me it doesnt accept calls from my area on XXXX so, I called the consumer protection hotline in XXXX spoke to XXXX who gave me a website that I have to print form fill out & mail. There are well over 255 complaints similar to mine about Shellpoint NewRez on the XXXX! Something needs to be done because they are swooping in & taking homes without anyone understanding whats going on. We need some help getting an investigation as well as a possible class action lawsuit started to protect homeowners. This company only looks out for themselves & the staff seems to turn over often & im curios about that as well. I think all their phone conversations need to be listened to as well as to how they talk to people & pass the buck. Its a very frustrating process trying to save your home & seems like no one is truly listening or on your side.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30161
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Shellpoint Mortgage Servicing in XX/XX/2020. There was an escrow account set up to pay property taxes and insurance. A tax payment was due in XX/XX/2020. Shellpoint missed paying it and I reported that to them. They say they paid it in XX/XX/2020 with applicable delinquency fees but the country records show the amount has still not been paid. I have called numerous times and no one there has been at all helpful. At this point my taxes are 3 months late and the money has been deducted from my escrow balance but no one can tell me where it went. No one there returns calls or follows up as they promise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94610
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: It has been brought to my attention that my credit report has been negatively affected due to a mistake by my mortgage company ( NewRez ). I paid a senseless late fee that I should have never been charged and my account is current, yet this company has failed to remove a negative dispute/flag from my credit report. As much as I want my {$75.00} late fee back, which was never warranted, all I really NEED is for this error to be corrected so that my credit score can be normalized. I have always had excellent credit until dealing with this company ( NewRez ). In over 10 years of owning homes I have never had a late payment. The NewRez processing department failed me and then put all the blame on me. ( All the proof needed is in my credit history and bank records. ) Getting somebody on the phone at NewRez is impossible and further displays their total disregard and lack of customer service. I have called and emailed NewRez for months now trying to get this resolved and to no avail -- I can not get anybody to respond to me regarding this matter. It feels extremely troubling that I am essentially a victim to the subpar service from NewRez. This matter has been ongoing for several months and it needs to be resolved urgently. Unfortunately, I am unable to move forward with other financial matters until this is resolved. I sincerely hope that this message reaches someone who can help me. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, Regarding loan # XXXX.Respectfully, we have been trying to make payments on our loan, but Shellpoint has been sending mail to the wrong address to a deceased person. We have always made our payments via check/physical mail. And we have not received a stament since it I was going to the wrong address. This is all related to the MSR transfer from XXXX to Shellpoint. We were also not informed in a timely manner that our mortgage was transferred to Shellpoint from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 383XX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In relation to Case 1 submitted XX/XX/XXXX [ ID XXXX ] and received by New Rez dba Shellpoint Mortgage Servicing, Escalation Dept on XX/XX/XXXX. I, petitioner, heir of subject property listed as, XXXX XXXX XXXX, XXXX, NC XXXX, now submit Complaint 2, in as much as disagreeing with the quality of answer given by the Escalation Dept regarding : The finalization of a borrowers modification in accordance to RESPA procedural guidelines. Accordingly, the question remains whether the modification is a separate entity to that of an asssumption. Evidenced by the procedure administered from XX/XX/XXXX through XX/XX/XXXX, where the finalization proceeded without delay and was efficient. We now showcase that event to compare what is thought to be in violation of RESPA, which is misleading, misinformation, and rudeness that clarity doesnt exist but confusing information suggesting that modification doesnt complete until assumption paperwork has been signed ( XXXX XXXX XXXX XXXX Servicing, LP No. 13-cv-224 ). But nowhere in XXXX does Shellpoint discuss Assumption. Since the subject does come up, in XXXX XXXX email headed with ( Assumption of Mortgage ) after the modification and first payment process has begun, is it incorrect to enter the Assumption protocol before completing the signing of the established modification process including the TPP. This complaint pertains to the Escalation Dept failure to submit a reliable answer to the question regarding whether Shellpoint failed to convert a Trial Modification into a Permanent Modification ( 12 CFR 1024.38 ). In complaint 1, question well addresses the issue where it is spelled out that what took place is misleading information regarding an Assumption. The Assumptions place does not come until the proper completion of the permanent modification. Therefore, an issue arises under how rude this might be to intervene the modification with assumption talks which started around XX/XX/XXXX, evidence by the attachment included ( email from XXXX XXXX initiating Assumption discussions ). Since the XXXX didnt appear till about late XX/XX/XXXX, Shellpoint is nearly 3 months without any offer of permanent modification documents. This means, there were negotiations to transfer to XXXX XXXX, on the table, but Loss Mitigation recklessly has not yet offered the documents, but now has to hurry to get it done. Then this all means that this concerns a level of personal-ill will, why would the mortgage servicer try to confuse a borrower in this fashion? The petitioner brings to the attention that this question complicates because, if this matter comes before the tribunal, could this qualify as actual malice? Then, what has the court established when actual malice can be proven? Whether the jury has instructions to assert what this court system might consider blockbuster punitive damage awards. This might indicate, but does not ascertain that exemplary ratios of punitive damages to compensatory damages would apply. The matter could enter into exponential numbers, because of a mix of issues relating to misleading, deceit, and now the established intent of confusing the issue, which belittles this borrower. This go on to mention how we are tardy about getting the permanent modification documents signed, which should have taken place somewhere in XXXX of XXXX. However, the discussion does not arrive till late XXXX of XXXX. This goes on to mention the assumptions that the transfer to XXXX XXXX is now in transition which creates a reckless hurry to get done what should had been done back in XXXX of XXXX, to guess the role of XXXX. It just so happens that I do not wish to assume the loan, but Shellpoint applies to XXXX, that it cancelled my modification agreement because I failed to sign the confusing assumption tie in witnessed by Mr. XXXX XXXX ( XXXX ). At this point, a gigantic question under RESPA now exists that this presented to XXXX, a balance of {$2000.00}, that only the borrower is at burden. Then what jeopardies is the borrower subject to with XXXX including the one skipped payment in XX/XX/XXXX, due to the modification process being under way? Would the Escalation Dept consider the content of this complaint, as a whole, as a display of poor customer service on the behalf of Shellpoint 's Loss Mitigation Dept.? Please include in your study of these contents the case study, XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Not getting the proper kind of cooperation from mortgage servicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66213
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am attaching a 3 year timeline of how I have been experiencing the improper handling of my Deed in Lieu with XXXX and Shellpoint. I am still continuing to experience the same stalling tactics as they have improperly closed my DIL twice forcing the process to start over. They failed to send me the DIL package from our original conversation on XX/XX/XXXX, it took months of follow up before I received the package. Once I was approved for the DIL process, they stalled on assigning an inspection date for my property and closed the case without notice ( XX/XX/XXXX ). In addition, to the re-opening of the case ( XX/XX/XXXX ), the assigned XXXX representative became missing in action in XX/XX/XXXX, only to find out that he no longer was working for XXXX and in doing more follow up it was confirmed Shellpoint was taking over XXXX customers XX/XX/XXXX. Shellpoint received my file XX/XX/XXXX and assigned my representative and she would be sending an update regarding the final paperwork status. I had a second mortgage with XXXX, which was satisfied and closed XX/XX/XXXX and XXXX submitted all documents to XXXX in addition to the discharge to the County records on XX/XX/XXXX and recorded XX/XX/XXXX. I sent several copies of the Register Of Deeds, as well as the Deficiency Waiver from XXXX on XX/XX/XXXX to meet the clean title requirement and was told several times that I need to have the release of mortgage from XXXX. This process continued from XX/XX/XXXX until XX/XX/XXXX. I clearly stated in email dated XX/XX/XXXX that I felt harassed to provide documents they had access to and I felt they were looking for a reason to close my DIL again as they were threatening if the documents wasnt sent, they will close out the DIL. They refused to do a Title search and kept requesting me to send the same documents.all the things that XXXX had already provided to them and can be found on the Title search. I continued to oblige and paid for the recorded deed to avoid the threat of them closing my case. As a result of the continuous stall tactics, mismanagement and lack of due diligence on my case thats been clearly demonstrated throughout this process, I am not accepting a denial of my Deed in Lieu due to a newly revealed ownership change that occurred on XX/XX/XXXX with the county deed office due to a tax sale, when Shellpoint could have acted timely from XXXX XXXX XXXX, XXXX to avoid any transfer of property. I have copies of all emails and phone calls that have been documented during this entire ordeal and it is also worth mentioning that I have also fought 2 battles of XXXX ( XXXX and XXXX ) during this 3 year period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My FHA mortgage servicing has had nothing but problems since Shellpoint/New Rez took over the servicing from XXXX in XX/XX/XXXX to include incorrect Regular Monthly Payment, incorrectly stating the account has a Past Unpaid Amount, incorrectly applying monthly payments, adding fees and charges with no reasonable basis, providing my homeowner 's insurance the incorrect mortgage loan number, not correcting my contact phone number, and not responding in a timely manner to a letter of correction regarding all of the above listed errors. A letter of corrections packet has been attached, which is a scanned copy of the exact documents mailed to Shellpoint regarding the issues brought up in this complaint up to XX/XX/XXXX. On XX/XX/XXXX, mortgage servicing for my FHA loan was transferred to Shellpoint ; however, I was not provided with this information prior to the transfer. In fact, on XX/XX/XXXX I had to contact the company to request the loan number and mailing address in order to make payments for XXXX and XXXX. Two checks ( XXXX & XXXX ) in the amount of {$810.00} were mailed to the XXXX PO Box and both cleared on XX/XX/XXXX. I finally received the welcome packet from Shellpoint on XX/XX/XXXX which stated that servicing would be transferred on XX/XX/XXXX, a mere 23 day prior. No statement was received for the XX/XX/XXXX payment. One check ( XXXX ) was mailed to Shellpoint for {$810.00} and cleared on XX/XX/XXXX. On XX/XX/XXXX ( Saturday ), I received the first billing statement from Shellpoint and found many errors. The Regular Monthly Payment amount was listed as {$830.00} instead of {$810.00}. It stated there were {$310.00} in Past Unpaid Amount, but when my account transferred from XXXX there was a {$0.00} past due amount ( post-petition ). There was {$60.00} in Total Fees and Charges despite Shellpoint 's website stating there would be no late fees during the transition. On the back of the billing statement in Transaction Activity the {$60.00} in charges were from three separate {$20.00} charges for Property Inspection Disbursement, charges that have not been explained and likely have no reasonable basis. Also on Transaction Activity, it showed the XXXX and XXXX payments were incorrectly applied to XX/XX/XXXX and XX/XX/XXXX, respectively, as those had been paid to XXXX. On XX/XX/XXXX ( Monday ), I called Shellpoint six times between XXXX and XXXX in an attempt to speak to someone about the errors. On the sixth call I was able to speak to someone who transferred me to Bankruptcy as I am in Chapter XXXX. That office did not answer and did not give the option to leave a voicemail. At XXXX I sent an online request to be contacted regarding the errors on my statement. On XX/XX/XXXX, after no contact from Shellpoint, I sent a second online request asking for someone to contact me regarding the errors on the statement. On XX/XX/XXXX, I received an email from XXXX ( homeowner 's insurance ) with updated documents reflecting the transfer from XXXX to Shellpoint. XXXX had been provided the wrong mortgage account number. Due to the lack of faith in Shellpoint, I contacted XXXX directly to have them correct the error. On XX/XX/XXXX I received the next billing statement. It too was incorrect ; however, I had not sent the letter of corrections yet. One check ( XXXX ) in the amount of {$810.00} was mailed to Shellpoint and cleared on XX/XX/XXXX. On XX/XX/XXXX, I mailed a completed letter of corrections packet to Shellpoint outlining all of the above stated issues in full detail with documents attached as evidence of the errors. The packet was sent via USPS with tracking and was delivered to XXXX. XXXX XXXX in XXXX, South Carolina on XX/XX/XXXX at XXXX. Sometime in late-XXXX, I received another billing statement, which was still showing the same errors. One check ( XXXX ) in the amount of {$810.00} was mailed to Shellpoint for the XXXX payment and cleared XX/XX/XXXX. On XX/XX/XXXX, my XXXX credit report listed " Foreclosure proceeding started '' for my mortgage with Shellpoint. At XXXX I contacted Shellpoint via phone. At XXXX I was able to speak to XXXX . I explained the foreclosure concern. She offered to send me a copy of payment history for my account and gave me the Escalations Dept. email. I have not yet received that payment history. I have not contacted Escalations yet as I have very little faith that would result in any corrections. On XX/XX/XXXX, I received another statement which still showed no corrections. On XX/XX/XXXX, one check ( XXXX ) was mailed to Shellpoint in the amount of {$810.00}, but has not had time to be delivered and/or processed as of the date of this complaint. To date no contact has been made to me regarding the letter requesting corrections. No investigation has been confirmed to me. No corrections have been made to the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Sent a {$1100.00} check # XXXX mortgage payment that was received on the XXXX of XXXX signed for by XXXX XXXX ( sent XXXX mail tracking # XXXX ) as a result I have received a statement from XXXX indicating that the amount is double plus additional excuses for not posting the payment or looking into the matter. I was informed for XXXX weeks that the matter would be looked into and it would take about XXXX to XXXX hours, the time has lapsed and the matter has not been taken care of. I would like to know where to send the future mortgage payments since XXXX is not doing their job by posting payments causing a financial kerfuffle. This issue should have been resolved XXXX weeks ago but it was not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49024
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 My mortgage servicer was XXXX XXXX XXXX they sold their mortgage servicing assets to NewRez LLC dba Shellpoint Mortgage Servicing XX/XX/2020. On XX/XX/2020 my mortgage payment servicing functions transferred to shellpointmtg. The problem began when XXXX intentionally transferred a mortgage escrow shortage balance to shellpointmtg on XX/XX/2020. The escrow shortage they transferred to shellpointmtg was in the amount of XXXX They also transferred incorrect Real Estate Tax information to shellpointmtg that caused my monthly mortgage payments to increases by {$230.00} monthly. The intentional incorrect information XXXX transferred to shellpointmtg caused my mortgage payments to increase from {$560.00} to {$800.00} monthly. I have written to shellpointmtg 10 times with documentation that shows XXXX records were incorrect in regards to the Real Estate Tax escrow shortgage ; and I have called them over 10 times to try to get the matter corrected. Shellpoint has refused to correct the mistake. They say it can only be corrected with a new Tax bill mailed or faxed to them showing a different amount, a lower amount. So now they are keeping regular monthly payments of {$560.00} in an unapplied funds for over 20+ days. It appears from my observation that they don't apply my previous month payment to my principle balance until it's around time for me to make the next month payment ... I have to call into their customer service department many times asking them to apply the money they are holding in unapplied funds to my regular payment. For example, they received my XXXX payment On XX/XX/2020, the funds were removed from my checking account on XX/XX/2020 by shellpointmtg but they did not apply it to my mortgage principle balance until XX/XX/2020 ... after I called in atleast 4 to 5 times requesting them to apply my payment they were holding. They received my XX/XX/2020 payment on Friday, XX/XX/2020 and removed the funds from my checking account on Monday, XX/XX/2020 but have not as of today ( XX/XX/2020 ) applied it to my mortgage principle balance. It's setting in unapplied funds. Since XX/XX/2020 these are a few of the people I have called and talked to about my mortgage account : XXXX XXXX XXXX in customer service he said he was in XXXX Arizona, XXXX XXXX XXXX in the XXXX department she said she was with the XXXX SC office, XXXX XXXX XXXX in XXXX XXXX department, XXXX XXXX XXXX on XX/XX/2020, XXXX XXXX XXXX on XX/XX/2020, XXXX XXXX XXXX in the collections department on XX/XX/2020, and last XXXX XXXX XXXX on XX/XX/2020 she called from XXXX Arizona..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23139
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A