Date Received: 2020-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage is corrupt and deceptive. I have had nothing but horrible experiences for years. I called in on XX/XX/2020 to make an additional principal payment because they dont allow it on the website ( obviously a tactic to get people to pay more interest ) so I WAS on bi-weekly payments to try to pay less interest but that doesnt even work because all they do is HOLD your payment until the end of the month so you end up paying full interest anyway!! They have very deceptive practices!! So ... on XX/XX/XXXX, I could not make an extra principal payment online so I had to call in to get REMOVED from automatic payments. I was then able to make my {$10000.00} extra principal payment but now they put me back on auto pay/ bi weekly payments WITHOUT MY AUTHORIZATION. I send emails through the website and they NEVER NEVER NEVER answer their emails. I have always had to call to get any answers and every agent is absolutely clueless! I am left with no other alternative but to send a formal complaint to get this company to do anything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-01
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Since the beginning of 2020 Shellpoint Mortgage Servicing has been charging me with hazard and flood insurance for the property that already is protected under a blanket policy. I have sent them, and they also told me that they have received the proper paperwork stating that the property is fully insured, yet they continue to charge me extra fees. Because I am automatic billing through my bank, ( I have been paying every month on time ), each month they have been tacking on LATE FEES and now my account is in delinquency. ALSO ... i have recently checked my credit score, and it has negatively affected it. Recently dropped from XXXX to XXXX directly related to this incident. I have spent at least a total of 20 hours either on hold with different departments and/or different supervisors. Even there own employees admitted that the wait time is excessive to get a customer service representative was unacceptable. All of this has been going on since the beginning of the year, but most recently i have calling them at least 2 times per week for the past 4 weeks with no resolution. My CREDIT SCORE has been adversely affected, and this MUST STOP NOW!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Shellpoint they have been billing me an additional XXXX Every month since 2015 for insurance on a home equity account and I have my own home owners insurance. They first claimed we had bankruptcy which we never did now they changed it to home owners insurance. They owe us back pay since 2015. Our loan has been increasing and it took me all this time to find out why. I had my insurance representative on a three way call and then they denied that we were being charged for insurance.
Company Response: Company disputes the facts presented in the complaint
State: MD
Zip: 21221
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I received a response ( see " CFPB Response XXXX '' attached ) from New Rez LLC detailing the closing disbursements of my mortgage on XXXX. Noticeably, however, is the fact that New Rez " Intentionally '' did not include pages 2 and 3 of the Closing Disclosure ( CD ) which shows " Other Costs ''. Included in Other Costs were disbursements made for tax and insurance escrows that were also paid at the time of closing. So not only did the lender pay current taxes and insurance that were due, but they also dispersed escrows for future taxes ( {$3200.00} ) and insurance ( {$1700.00} ) that were also deducted from loan proceeds. The tax escrows represented 2 months worth, while the insurance escrow represented 6 months worth of future payments. I have included all 3 pages of the CD for confirmation ( see " Closing Disclosure_XXXX XXXX XXXX XXXX '' attached ) to document these facts. Since my first payment, which was due XXXX I have made every monthly payment which includes the mortgage of {$6700.00} and escrows for taxes and insurance of {$1900.00} as required in the CD. Given these facts, it is impossible that New Rez should have ever claimed that I was behind in escrow payments. Secondly, as stated in an earlier complaint, there is no projections for tax increases as the City of XXXX only reassess or increase taxes upon changes in use or improvements ; this is confirmed by the City of XXXX. I invite anyone who reads this to please call the City of XXXX to verify ( XXXX ). It should also be noted that New Rez also made payments to the wrong city ( XXXX XXXX ) for {$4800.00} that also had to be recovered. Ignoring the facts, New Rez has increased my taxes without authority or proper rationale to do so. Based on the facts, I have requested that New Rez change my monthly total payments for tax and insurance to {$1900.00} as per my loan agreement. Moreover, I have requested to pay my tax and insurance payments to the city and insurance carrier directly. What New Rez has done shows that they are a fraud, not trustworthy and that they are conducting business in an unethical way. cc : NJ Consumer Affairs Attorney General Office of NJ Department of Banking & Insurance of NJ
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: missing a payment by a few days shell points auto attendant is a nitemare calling as many as dozen times a day usually with someone that can't speak good English and refuses to identify themselves told them covid has affected my work past 12 weeks and now just a few days late they are pest asked them as to not call will make payment within couple weeks and will be caught up to date still call dozen times or more to home and work site ( which I am no longer there ) and leave messages with operators urgent personal business must call immediately
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Shellpoint Mortgage is reporting I owe XXXX and XXXX from XXXX which I had filed Chapter XXXX Bankruptcy and was discharged XX/XX/XXXX. My ex has never refinanced and removed my name and won't. It looks like I am in dedt XXXX and I only am my own debt XXXX. My credit score has gone down 54 points. This was 10 years ago and all of the sudden it pops back up on my credit report, being reported by Shellpoint. I worked very hard to rebuild my credit. I was these 2 off my report. I have called Shellpoint and email and sent bankruptcy papers and no response from them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: They gave me everything and there no error. They send me the same information and cant disclosure the informations Im requesting. I send many request. XXXX XXXX the servicing company. Sent a letter that disclosure extra XXXX in escrow. Ive requested additional amounts to be explained and added to my account and the interest to be removed. Ive asked why My insurance was not paid in XXXX. I was paying extra a month. I filed a insurance claim that year. I cant get answer on why insurance was not paid and my loan was transferred and that year XX/XX/XXXX I was in default. XXXX bank did not apply my payment correctly. They also did not pay the insurance that year. XXXX bank cause me to be put in foclosure and that year my insurance lapse. Ive tried to get this information disclose. The insurance company blames XXXX bank. I contacted XXXX and the state that I have complain with sml or another Agency. New lender can not answer why so much money in a suspends account. XXXX one year and XXXX in XXXX twice. I was paying double that year. Ive requested answered and things or informations to be disclosure and my requests and been ignored by both lender and servincing company and the insurance company. XXXX. Ive asked who choose the insurance coverage and why the riders and additional endorsement were removed were I filed a claim in XXXX ive complained on the insurance company they blame chase bank. I paid additional forclusure fees because this. This caused me a lot of stress and became even more ill.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77020
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: TO WHOM IT MAY CONCERN : I AM WRITING THIS LETTER OUT OF DESPERATION. I HAVE BEEN TRYING TO ACQUIRE A LETTER FROM SHELLPOINT MORTGAGE STATING THAT I WAS REPORTED 90 DAYS ' LATE IN ERROR DUE TO THE FACT MY LOAN WAS SOLD WITHOUT MY KNOWLEDGE AND DUE TO THE FACT THAT SHELLPOINT 'S WELCOME PACKET WAS SENT TO MY OLD ADDRESS THAT I HADN'T LIVED AT FOR TWO AND HALF YEARS ; THEREFORE I HAD NO WAY OF KNOWING AND CONTINUED TO PAY MY OLD MORTGAGE COMPANY, XXXX. I WAS SET UP ON AUTO-PAY. SHELLPOINT REPORTED ME 90 DAYS ' LATE. I RECEIVED NO PHONECALL, NO LETTER UNTIL 90 DAYS HAD PASSED. MOVING FAST-FORWARD, I WAS ABLE TO CLEAR MY CREDIT UP WITH XXXX AND SHELLPOINT ; AND MY CREDIT EVENTUALLY WAS RESTORED. CURRENTLY I AM APPLYING FOR A NEW LOAN ON A NEW PROPERTY ; AND THE NEW LENDER NEEDS A LETTER FROM SHELLPOINT BASICALLY STATING, THROUGH NO FAULT OF MINE, DID I STOP MAKING MY PAYMENTS. I JUST WASN'T AWARE MY LOAN HAD BEEN SOLD BACK ON XX/XX/19. I HAVE CALLED SHELLPOINT EVERY DAY FOR FOUR WEEKS SEEKING THIS SIMPLE LETTER, AND IT JUST GOES IN CIRCLES. YOU CAN'T TALK TO A SUPERVISOR. I WAS HUNG UP ON MORE THAN ONCE. I GET 20 DIFFERENT ANSWERS. I HAVE SENT COUNTLESS EMAILS. ALL I NEED IS A SIMPLE TWO-SENTENCE LETTER STATING THE ERROR WAS NOT MINE. THIS IS ALL THE NEW LENDER HAS BEEN WAITING ON FOR A MONTH NOW. I WILL LOSE THIS LOAN IF I DON'T RECEIVE THIS LETTER FROM SHELLPOINT. I SENT A CERTIFIED LETTER LAST WEEK TO SHELLPOINT AS THERE IS NO PHONE NUMBER, ONLY EMAILS THAT CONTINUALLY GO UNANSWERED. THIS IS BY FAR THE WORST EXPERIENCE I HAVE EVER HAD WITH A MORTGAGE COMPANY. THERE IS NO POINT-OF-CONTACT WITH ONE PERSON. IT'S SUCH A SIMPLE REQUEST I AM MAKING THAT WOULD TAKE FIVE MINUTES TO TYPE UP ON THEIR PART AND NOTHING. I AM HOPING THAT YOU WILL BE ABLE TO HELP ME SO I CAN FINALLY MOVE ON AND FINALIZE THE NEW LOAN I AM SEEKING. IF YOU HAVE ANY QUESTIONS AT ALL, PLEASE DO NOT HESITATE TO CONTACT ME BY EMAIL OR BY CELL AT XXXX. THANK YOU IN ADVANCE FOR YOUR HELP. I AM AT MY WITS END WITH THIS COMPANY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91775
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, New Res debited from my checking account a final loan payment in the amount of {$1100.00}. My principal balance was {$710.00}. On XX/XX/2020, I sent a message to the NewRes servicing department to confirm that when the final payment was received, they would pay the loan off and any overage would be returned to me. On XX/XX/2020, I sent a written request via their customer service email, requesting that they apply the {$1100.00} they were holding in unapplied to my loan, pay it off, and refund me the difference back. I received no response. On XX/XX/2020, I contacted NewRes via phone to request they apply the {$1100.00} they were holding in unapplied to my loan, pay it off, and refund me the difference back. They assured me it would be taken care of before XX/XX/2020. On XX/XX/2020, I contacted NewRes via phone to again request they apply the {$1100.00} they were holding in unapplied to my loan, pay it off, and refund me the difference back. They apologized for the delay, but assured me it would be taken care of before XX/XX/2020. As of XX/XX/2020 at XXXX XXXX XXXX, my loan is not paid off. At this point, NewRes is currently in violation of the Federal Prompt Crediting Rule. More than sufficient funds have been collected by them, but they refuse to apply these funds to my loan.
Company Response: Company believes complaint is the result of an isolated error
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my FHA loan was transferredfrom XXXX XXXX to New Rez because XXXX financial filedfor bankruptcy. on XX/XX/XXXX I received an " Escrow analysis '' from New Rez that stated a 1/6th balance cushionwas required for my escrow account. I have never had this requirementbefore for myescrow account with any of my previous " holders/lenders '' of my FHA loan.I called New Rez several times between XX/XX/XXXX and XX/XX/XXXX attempting to get the 1/6th. cushion requirementremoved from my escrow account because per my originalnote a " 1/6th '' cushion is not required and also because per my " welcome letter '' None of my mortgage terms are to change, the only difference is the company I send my payments to. I have had my FHA mortgage loan since XX/XX/XXXX and since my mortgage has been transferredto 3 different lenders and never have I had this issuebefore.On XX/XX/XXXX I decided to make yet another call and speak to a supervisor considering that any other time I had talked to a customer service representative my questions were not being answered in a consistentmanner. I spoke with a manager by the name of XXXX XXXX who opened a case for me and said it had a completion date of XX/XX/XXXX. When I called on the XXXX. for the resolution of the case they stated they were still working on it. Today, XX/XX/XXXX when I called I was told by another representative that the case is still open because the original request was not to remove the 1/6th cushionbut to rather close my escrow account. I have not made a payment to my mortgage for the month of XXXX because I can not afford my new mortgage account because of the XXXX cushion. I am under the impression that because my loan was transferred to New Rez from XXXX and the welcome letter states that nothing will change in regards to theterms of the loan and also because the 1/6th cushion was not a part of my original FHA mortgage note, that what they are doing is not legal, and thus, I am reaching out to you for your guidance and help in regards to a resolution so that I won't lose my home. I also am concerned in regards to the legitimacy of this company. All of my correspondence say " New Rez '' but when I call they state their name is Shell Point Servicing and New Rez is a subsidiary of Shell Point Servicing. I just want to make sure my previous payments made are to a legitimate company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A