Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To who it may concern, My concern is regarding Shellpoint Mortgage Servicing Company. This company has received my monthly mortgage payments and have failed to account it as payments received. My bank has sent me proof the account was cleared and paid. This company is trying to foreclosed on my house and has sent me a letter indicating they sent my file to their Loss Mitigation dept. The person who they assigned it to is XXXX XXXX XXXX x XXXX. Their corporate number is XXXX. I have can send proof of my claim from above should you need it. Please assist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased our home on XX/XX/XXXX and used XXXX XXXX to service the loan. XXXX transferred the loan to New Rez. New Rez took over servicing the account in late XXXX or XX/XX/XXXX. Please see document XXXX, which shows a new loan effective date of XX/XX/XXXX and an escrow payment of {$920.00} with an effective date of XX/XX/XXXX with a transfer date of XX/XX/XXXX. Hence the confusion of late XXXX or XX/XX/XXXX. The taxes were due XX/XX/XXXX. Please see document XXXX attached. The taxes owed if paid on that date would be {$5900.00} ( 3 % discount ). I closed my re-fiance of my home with the VA ( XXXX ) on XX/XX/XXXX. To my dismay, during this closing time period, it was told to me that our taxes for the home had not been paid for XXXX. I called NewRez in late XX/XX/XXXX to confirm that they had not been paid, though there was ample funding in the escrow account. They could not confirm it over the phone, but said I would have to email them ( XXXX ). As the date I was closing on my re-finance was imminent, I could not afford to wait for a response via email. I was told to send them the information and await a refund. At closing, I confirmed the taxes owed were {$6400.00} including a late fee of {$240.00}. Please see document SEC-PO-Taxes good to XXXX. I paid this amount on top of my closing costs. Please see attached check from the title company and a statement that my taxes have been paid in full for XXXX. I feel that the late fees and loss of discount on the taxes should be covered by Newrez. I am owed the difference of what I paid {$6400.00} and what should have been paid {$5900.00} on XX/XX/XXXX for a total of {$430.00}. NewRez should have paid my taxes in XX/XX/XXXX when they took over the account, because of this, I lost the discount for paying for the taxes and I had to pay late fees on the owed taxes. I emailed this demand to New Rez on XX/XX/XXXX. They responded on XX/XX/XXXX, stating that because they did not have 30 days notice to pay the taxes, the taxes should have been paid by the previous servicer Fairway. I contacted XXXX ( XXXX ) on XX/XX/XXXX. On XX/XX/XXXX, they responded saying that when the loan was transferred, it should have been paid by the new servicer. On XX/XX/XXXX, I requested the documentation that New Rez used to make their decision. Basically I just want to see the regulation or law that says they should be allowed a 30 day leeway as they seem to believe they get and XXXX disagrees. I have not received a response and am now filing this complaint on XX/XX/XXXX. So here we are with two servicers pointing fingers at each other and no remedy for me. I reviewed the regulations and the federal law, which brought me to you. 12 CFR 1024.34 ( a ) says that the servicer shall make payments from the escrow in a timely manner to avoid a penalty. This seems to indicate that since New Rez was the servicer when the taxes were due, they should have made the payment. There does not seem to be a courtesy of 30 days from when taxes are due. The regulation seems clear. See also 12 U.S.C. 2605 ( g ) " the servicer shall make payments from the escrow account for such taxes ... ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Multiple attempts have been made to resolve an issue regarding the escrow on the account and the forced insurance that would be placed resulting in an adjustment ( more money monthly ) in the payment. Since XX/XX/2020, documents regarding insurance information was faxed by myself, the homeowners association and the insurance provider. A letter was received from Shellpoint stating the issue was resolved as of XX/XX/2020. Fast forward to XX/XX/2020, the insurance placed on the escrow account was added resulting in an additional {$37.00} per month. Calls to Shellpoint seem to go unresolved with the latest XX/XX/2020 with a XXXX XXXX, XX/XX/2020 a XXXX and the last one with a XXXX XXXX XX/XX/2020. All customer representatives have apologized and have given various responses to why things have not resolved all conflicting the last representatives information. The last call I was informed things did not escalate however a payment can be made over the phone and Shellpoint could manually place the previous payment back on the account. If more information needed/required, please advise. Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XX/XX/XXXX I filed Chapter XXXX include which did NOT include the mortgage ; XX/XX/XXXX it was successfully completed & discharged. XXXX of XXXX was contacted by XXXX the mortgage servicing company that the XX/XX/XXXX payment was missed & after providing proof of payment notified that the XX/XX/XXXX payment was missed & again provided proof of payment ; shortly was again notified that the XX/XX/XXXX payment was missed. While I haven't been able to find proof of that payment I'm sure that it was made. So all payments both before & after XX/XX/XXXX are documented as paid on time. Once the Ch XXXX was over XXXX proceeded to report my timely payments as 30 days late mostly on an every other month basis. Late fees were never accessed. Apparently XXXX applied payments against arrears which caused the late payments. On advise of my attorney I made an extra payment so it would not affect the the mortgage I am now trying to get approved. Fast forward to XX/XX/XXXX SHELLPOINT assume this debt & stated payments made to XXXX & then sent on would not be reported as late yet they did & now I have a 60 day late. ATTACHED ; XXXX XXXX MORTGAGE PAYMENT HISTORY, SHELLPOINT STATEMENT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98026
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. I was with XXXX XXXX XXXX XXXX until XX/XX/XXXX when I received a letter that my mortgage has been transferred to a new company called NewRez LLC mortgage company located in North Carolina. I also received annual escrow statement and shortage {$270.00} in my escrow from XXXX XXXX XXXX instructed to forward the payment to the new mortgage company, NewRez LLC before XX/XX/XXXX. 2. I issued a check in the amount of {$270.00} to NewRez LLC according to the statement indicating my monthly mortgage payment will decrease from {$1100.00} to option 1 amount of {$1100.00} including taxes and insurance. recieved My mortgage was transferred from XXXX XXXX XXXX to NewRez LLC effective XX/XX/XXXX with a monthly payment of {$1100.00}, including taxes and insurance. According to the notification letter from XXXX XXXX XXXX, there will be no changes to my mortgage policy with NewRez LLC. Nevertheless, NewRez rather started billing various inaccurate statements with increased payments monthly even though my mortgage was at a fixed rate. The Monthly statements are attached for your verification. 3. I contacted NewRez LLC several times to make my complaints, but to no avail. Afterwards, I wrote an official complaint letter to the company, but received a response stating my assigned mortgage company is located in New York and should be the correspondent to contact. Refer to the attached letter for your verification. Initially, I was never aware of NewRez LLC because I never requested the mortgage company to take over my mortgage policy from XXXX XXXX XXXX, and neither have I requested a loan from NewRez LLC. I am currently paying the supposed amount of {$1100.00} monthly mortgage after NewRez LLC received the escrow shortage of {$270.00} paid to the company on XX/XX/XXXX, which took effect in XX/XX/XXXX. 4. The following documents are available for your verifications : a. XXXX XXXX Annual Escrow Disclosure Statement b. Copy of check for escrow shortage issued to NewRez LLC in the amount of {$270.00} c. XXXX XXXX XXXX notice of service transfer d. Transfer notification letter from NewRez LLC Mortgage e. NewRez LLC reply letter f. Complaint letter to NewRez LLC mortgage company. g. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} h. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} i. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} j. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} k. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} I had a fixed rate and yet my mortgage statement is changing increasingly every month. I only have few years left to pay off my mortgage. But NewRez LLC is rather breaching my mortgage agreement policy by wrongfully increasing my payment rates in order not to have any other choice but to refinance my mortgage.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having trouble getting my mortgage company to pay the correct real estate tax bill On XXXX, the mortgage company paid a tax bill for {$8100.00}. I am not sure what they paid but that it is not the taxes for the property in question. The taxes for this property are only {$4100.00} https : //XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX/balance I contact them on XX/XX/XXXX, XXXX and again today XX/XX/XXXX. They are ignoring these requests They have now increased my mortgage payment from {$1500.00} to {$2400.00} to cover the escrow shortage, but again, they haven't even paid the right bill.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Closed on the house XX/XX/2019. XXXX XXXX. No inspection was performed by XXXX XXXX. There were no Agency agreement forms signed by myself and the Real Estate Agent at the beginning. No Appraisal report of comparables, prices etc. given to me on the home. Since moving in, the past year has been such a hardship. The roof of the home has an impression. The roofer indicated just a matter of time before additional problems occur. A few days after moving in the entire heating and a/c unit crashed. I had no air condition all summer until I could arrange for install of a new system. I had to arrange some type of financing, and now I have a XXXX XXXX dollar a month payment on a XXXX salary. I had to purchase an entire new unit. A few months later the rains began and the driveway and front yard flooded and continued to flood after each rain. Currently the concrete driveway has sunk three inches, cracks throughout the driveway. Now, prompting me to hire a plumber to tell me the driveway is unsafe, will collapse and possibly a sink hole. As of the date of this complaint a sink whole has developed. The driveway is in danger now of collapsing. I have difficulty accessing my side door of my house. Clearly, fraud, misrepresentation has occurred. In addition I have suffered extreme hardship. Clearly fraud and misrepresentation. This past year has been an extreme hardship and pain and suffering in an unsafe home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28150
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Our names are XXXX XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX, From XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX you and family are well during these unpredicatable and extenuating times. We needed to file a claim in regards to refinancing. We have been trying to resolve an ongoing issue ( s ) with Shellpoint and felt that it was necessary to refer to you for advisement. We have been trying to resolve the issue of credit reporting on behalf ofthe third borrower, XXXX XXXX XXXX XXXX. ( my father ) ; as of now we are all making payments and no payment or credit line is being reported on his behalf. We've been relentlessly trying to get Shellpoint to solve this issue since midXXXX. We've sent the right emails with the right documentation, but, only to be presented and met with conflicting information along with false reassurance ( s ). We have been told in writing that this was going to resolved months ago in XXXX. Here we are in middle of XXXX and it has to have been taken care of, as my father 's credit report still has not been updated. We are completedfrustrated at this point, as we can not move forward with the VArefinancing process until this credit matter has been taken care of. Please assist us and look into this problematic company that has a very troubling user record with the XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint number XXXX I'm adding important document that is imperative to this complaint also when I spoke to them and made my last recent payment they said I was 11 payments behind ( not correct I'm up to date ) and I received a tax bill from treasurer office that my property tax is not paid which shell point is supposed to make the payment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23139
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: With COVID uncertainty I requested a forebearance with Shellpoint Mortgage just in case I needed it, however, during the forebearance period XXXX to XX/XX/2020, I NEVER paid 30 days late. Consequently, I am selling my house and it is closing XX/XX/2020. To buy another home, XXXX XXXX pulled my credit for a mortgage and I was shocked to find : Shellpoint notating forebearance negatively, despite this being formally cancelled by me. Shellpoint reporting {$0.00} payment during the forebearance which is NOT accurate, I have paid each month mortgage XXXX, XXXX and XX/XX/2020. As part of the CARES act it is illegal for a lender to negatively report forebearance due to COVID. Shellpoint is both negatively listing forebearance even though I NEVER paid 30 days late AND i cancelled this is NEGATIVELY affecting my ability to be approved for another mortgage. Shellpoint is also INCORRECTLY reporting NO PAYMENT from XXXX to XXXX instead of noting PAYING AS AGREED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A