Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, Shellpoint Mortgage company performed an escrow analysis on my mortgage account. Shellpoint Mortgage company has documented that my escrow account has a deficit of {$530.00} for the XX/XX/XXXX escrow analysis. On XX/XX/XXXX my escrow account has a balance of {$650.00}. My next mortgage payment will be due on XX/XX/XXXX after paying the mortgage for the months of XXXX, XXXX, & XX/XX/XXXX. My escrow account does not have a deficit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Beginning XX/XX/XXXX, I began paying {$650.00} every two weeks in an effort to pay this loan off within two years. The P & I due for the loan is {$520.00} thus adding XXXX in additional principal every payment. My loan documents clearly state that there is no prepayment penalty on the loan nor do the document indicate there is a limit as to how far " ahead '' I can pay the loan. While I understand that partial payments are placed in suspense to be applied when a full monthly payment is received, each time my bank has sent {$650.00} the total amount has been placed in such suspense and then ultimately applied as a principal only payment which was not the intended application of payment. I was able to adjust several of these payments to P & I plus additional interest until XX/XX/XXXX. I called to have the XX/XX/XXXX and XX/XX/XXXX payments reapplied as Regular payments plus additional principal and was told that " the investor of the loan does not allow the loan to be paid more than three months ahead ''. Therefore, two of my payments were not accurately applied which caused the next payment made through their site to reflect a full month of interest accrued all because they did not want to apply the full payment accurately. I asked who the investor was and did receive a written statement stating : XX/XX/XXXX Dear XXXX, This letter is in response to your recent inquiry regarding the above referenced account serviced by Shellpoint Mortgage Servicing on behalf of NewRez LLC XXXX Shellpoint Mortgage Servicing, the owner of your loan. Their address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX We are working to gather the requested information and will forward it to you as soon as possible. That's the last I heard. I was also told that if I scheduled my payments online that they would also be applied as principal only payments. This is not true. I have successfully scheduled XXXX payments for {$650.00} allocated as XXXX P & I plus XXXX additional principal with appropriate regular payment application on : XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XXXX. Therefore, it is quite clear that Shellpoint/NewRez is forcing me to use their online payment system to appropriately apply my payments rather than take the payment through my bank 's online payment system and appropriately applying it. This is unreasonable. Any payment that my bank sends that meets or exceeds my P & I payment of XXXX should be applied as a regular payment. The statement that the investor doesn't allow the loan to be paid more than XXXX months ahead is clearly false... worse yet if it is true then that is, in fact, a type of prepayment penalty that is disallowed by my loan agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: This year I fell behind on my mortgage with Shellpoint Mortgage Servicing/ NewRez and was told I need to go on a repayment plan. My payments went from $ XXXX/month to XXXX XXXX/month. When I started this repayment plan, I put over {$6200.00} down to show I was trying to get caught up. However, they're now saying they have no record of that payment and there has been no money put towards my escrow during this time of my repayment plan, which has resulted in over {$18000.00} in negative escrow due. I made all of my payments on time until XXXX. I called to make my normal payment, because I can not pay online or via phone. ( I have to speak with a rep every month. ) And when I called to pay {$1700.00}, they told me I owe over {$5000.00} on that month because my insurance fell through, and they put me on lenders placed insurance. Nobody told me I my insurance had fallen through, or anything was wrong with my account any of the previous months. I immediately got that fixed and was told my payments of {$1700.00} would resume. I requested an itemized list of every charge on my account and have not received it. I also, requested an outline of the " insurance '' I was placed on and haven't received it. I'm also locked out of my account which they are aware of. I've been told I was on lenders placed insurance with three different timelines and no solid answer to any questions I have brought up. I got ahold of a Supervisor XXXX XXXX and she left me high and dry with no answers or reply after telling me that what they were doing to my account was illegal. I have exhausted all avenues to resolve my account and have these wrongful charges fixed. I also am military and will be moving XX/XX/. My house is listed for sale, and I've had three offers that I had to turn down because the amount of negative escrow on my account. At this point Shellpoint Mortgage lender is ruining my credit, my account with them and wrongfully allocating my money in order to force a wrongful foreclosure. I've also since been removed from the repayment plan, so it shows my late on my account for multiple payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: getting caught up on payments but they needlessly send by unidentifed persons to take pictures and leave finincial information where anyone can access that information
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Tried to work with a point of contact XXXX XXXX. They would not call back to clarify the documents I was sending that they kept emailing they were wrong. I kept calling and emailing for clarification, kept getting the same answer. Spoke with another rep that was available and they confirmed my documents and clarified one that was misunderstood. I received an email from the point of contact that told me I was not to speak to anyone other than her. She then sent an electronic communication that i was denied because i had not submitted the documents timely.. I called and spoke to a " supervisor '' that promised a call back within 2 days, would not provide their name or number for me to contact if needed. Did not receive a call back and a few days received letter indicating we were denied for to our income ( I don't think that was true ). Began XXXX XXXXXXXX filing, then decided to try to contact shellpoint mortgage again in XX/XX/XXXX. Eventually found a new point of contact had been added to the online portal. Called and left message for them. We spoke and they had not received the final dismissal of the bankruptcy from the court, but as soon as they did they would call back. I did not hear back. About XXXX weeks ago, received a call from their collection team. I explained that I had a long of contact and they looked up and found that I had one and that things were " on hold '' for mortgage assistance review. They took our income and expense info over the phone and said they I did not need to call the point of contact they would be calling me. I was giving it until XX/XX/XXXX. I received a collection call today that said there is now a foreclosure date in XX/XX/XXXX. I explained the last instructions I'd been given by them over the phone, that I hadn't heard from the point of contact. They said that the same point of contact was on there and I should hear from them on XXXX between XXXX EST I'm submitting this complaint, as I have experienced lack of communication to my requests, promises to be contacted with no follow up and miscommunication regarding loan status, documentation needs and was treated badly by the last point of contact when I was trying to provide them with the info accurately and timely.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: The years since my wife 's XXXX XXXX diagnosis and XXXX in XXXX have seen her lose her career, after which I became her primary caregiver. We declared bankruptcy, discharged the following XXXX, and eventually secured her XXXX federal XXXX benefits this year ( XXXX ). As we prepared to sell our home last XXXX ( XXXX ) the head of our church congregation sent a {$700.00} mortgage payment for that month to XXXX of XXXX addresses listed on the bill. He chose the wrong address, and then sent XXXX payments ( {$1400.00} ) on XXXX check the following month ( XX/XX/XXXX ). We closed on our home XX/XX/XXXX, paid off the mortage, and moved to XXXX, XXXX to find more affordable housing, Our latest bid for another home there was accepted last month ( XX/XX/XXXX ). Our closing date was set for XX/XX/XXXX, if I recall correctly. On XX/XX/XXXX, our loan XXXX called to inform us that he could not proceed with the purchase of our new home ( now still under contract, by the grace of XXXX ) without resolving what was showing on our three credit reports as a 30-days late payment from our former lender, Shellpoint Mortgaging Services ( formerly NewRez ). Shellpoint asked us to send a letter to resolve the problem. We overnighted that letter the same day ( XX/XX/XXXX ). We have had no word on their decision as yet. We have called at least three times. Anything you can do is appreciated. XXXX XXXX XXXX ( fomerly XXXX XXXX XXXX until XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39211
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We are attempting to refinance the mortgage loan after making sure payments were in on time. PLEASE HELP US, we sent in a Favor writing letter ( Goodwill letter ) to update the credit reporting showing no late payments. They said yes we could do that then retracted their statement at the mortgage company ( Shellpoint Mortgage ). We just want to refinance the home and need help after doing all the correct steps. We have paid all payments needed for this to be shown on our credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: Since late 2022 I have asked Shellpoint Mortgage several times for copies of my home modification paperwork. I have not received any paperwork. This last time, about a week ago, I asked they certify by mail, copies of the paperwork. I still have not received this. I need this to refinance my home with XXXXXXXX XXXX. Time is now of the essence as Shellpoint has had a year to get paperwork to me, but it has yet to arrive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89108
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Due to my home being damaged by a hurricane I received a large insurance settlement to do repairs. I endorsed it and sent it to my mortgage company. I have completed all repairs, turned in over XXXX receipts/ documents and had an inspection set up by the mortgage company that came back as 100 % of repairs completed. The loss draft department does not communicate with me unless I call them and spend over an hour on the phone. Every time I call, XXXX told that they need XXXX more document from me. I email it while on the phone with them and then they say my check will be sent out in XXXX business days. When I dont receive the check, I call back and it is the same thing again. This has happened multiple times. According to their policy, after the inspection report coming back as 95 % or more completed they release the full amount of the funds. They have not done this and are continuing to give me the run around.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34287
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: My mortgage company is now using a new fee bucket called " Default fee '' {$84.00}, its applied and then waived and the new fee bucket shows as unapplied for {$50.00} as debits and then credits. I have a complaint pending resolution for this same pattern of fee abuse, now its getting worse. The former fee balance was {$150.00}, it went down to {$86.00} now its up again to {$110.00}. THIS IS RIDICOULOUS, what on earth are these fees, what is a DEFAULT RELATED COST PAYMENT and a DEFAULT RELATED COST WAIVER Buckets... I make my mortgage payments every month < 30day late, the late charges were waived every month and now this is a new fee bucket appearing. I want the investor/owner of my mortgage to explain to me what Shellpoint Mortgage is doing with my mortgage, Shellpoint is convulenting my payment history with these fee buckets and dollar amounts. I am in the middle of a financial transaction and this issue is causing problems for me when I present my payment history to my bank .... I WANT ANSWERS TO WHAT IS GOING ON...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A