Date Received: 2020-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am the only borrower on my mortgage but due to changes over the last few years my husband has become the main provider for the household. My husband was laid off in XX/XX/2019. In XX/XX/2019, I requested assistance from Shellpoint Mortgage Servicing/ '' NewRez ''. The packet was received not until XXXX which we sent and included : The Borrower 's Assistance Forms, A letter of hardship explanation, bank statements, pay-stubs, and my husbands unemployment document. In summary, we sent everything listed on the check list provided. We did this through USPS mail, which was what we were asked to do Shellpoint. On XX/XX/XXXX tried to contact someone because we hadn't received any status updates on our request. We were told to send a letter of explanation for hardship again because they never received one. Although we did mail one, I emailed a new one to my point of contact and the loss mitigation email. On XX/XX/XXXX we then uploaded it to the portal since the website/our account showed it as pending review still and we were ready to get things moving and hoped it would catch somebody's attention. On XX/XX/XXXX, we received a letter listing what documents still had yet to be received by Shellpoint. Documents, of course, we already sent. On XX/XX/XXXX we completed those forms/documents again with updated information, bank statements, and paystubs. These were then emailed to our single point of contact we were assigned with Shellpoint, faxed to the fax number provided and then uploaded to Shellpoint 's online portal all on XX/XX/XXXX. We wanted to cover our bases. We continued to check our online account portal for updates but the status never changed from pending review. To me, this means these were never reviewed, if review is the action was pending. On XX/XX/XXXX, my husband and I sent the documents for loss mitigation/loan assistance request once again through faxing, emailing and uploading to our online account. On XX/XX/XXXX, after never getting any updates, I received a statement like normal with a delinquency notice on it. I decided to call Shellpoint because I anticipated being able to make a month 's worth of payment within the next week with the help of my husband 's unemployment and wanted to see how that worked. I was then told by a representative that I am in foreclosure status and can not make any payment less than the full balance which as of XX/XX/XXXX is {$16000.00}. WHAT?! I am pretty certain the information I was given is incorrect. We never received any information informing us we are denied of assistance. As a matter of fact, our online account still shows items in the " pending review '' status. Plus, we have some SCREEN SHOTS!! Combined with the CARES Act and required " halts '' to foreclosure proceedings I know something is incorrect here. I believe my request for assistance and the process that came with it has been handled by Shellpoint very negligently and has taken or is taking much more time than it should. And now, I am at the 6 month point of no payments. This could have been avoided and complete n much less time. But suddenly, it is too late they day? Finally, finally! we are in the spot to make a mortgage payment and get on a repayment plan and now the rep said they won't take my payment because of how many days I am passed due and that I am in foreclosure. This can't be. This home is very important to us, It's just my husband, my XXXX year old little boy, and myself. We do NOT want to sell or leave this house. How can I beg my lender to take my money and they won't? Please, Can you help us? I'm worried sick with anxiety. This stress is deeply affecting my health and my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60103
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX my house was finance with XXXX XXXX company. XXXX insure me with XXXX XXXX XXXX XXXX of Florida. At this time I already had outside insurance on my home. Insured with XXXX XXXX co XXXX XXXX SC XXXX XXXX XXXX XXXX My house payment increase do to the insurance that was put on my home from XXXX. On XX/XX/XXXX I got switch over to Shell Point XXXX. XXXX XXXX XXXX company of Florida sent me a letter stating that this insurance have been cancel due to me having outside insurance. Cancellation date XX/XX/XXXX at XXXX am the day that the insurance was brought from XXXX. XXXX returned was {$910.00} back to XXXX. This document was faxed to Shell point along with proof of insurance on XX/XX/XXXX. My payment for XXXX is {$570.00} which it should be {$440.00}. I have called Shell Point several times and they fell to fix this. Have spoke with Supervisor of Shell Point and supervisor states, " I can't fix it until XXXX send us the money. '' Attempt to call XXXX and they are not accepting any calls. An analysis was done for XXXX brought payment down to {$450.00} due to escrow from insurance. My agreement that was sign when I purchase this house had no escrow account. Until this matter is taken care of and I receive my overpayment I refuse to pay. My agreement with this finance company is XXXX x 30 years. The number to my insurance company XXXX XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We escrow with NewRez Mortgage company ( our loan was sold to them last year ). Our taxes for XXXX were XXXX. On XX/XX/XXXX, they paid {$2800.00}. No body has ANY IDEA why they picked this number ... but this is the amount they chose to pay. We had filed a tax protest, so the county returned this amount pending the decision on XX/XX/XXXX, and it went back into our escrow account. My husband and I made MULTIPLE attempts by phone to sort out why they paid the incorrect amount in the first place, and to resubmit the Tax bill for payment. We were assured the tax bill, in its full amount would be paid in two weeks. Two weeks later, the tax bill remained unpaid. I called, was on hold, transferred, repeated the story 4 times and was again promised this would be flagged as urgent and paid. XX/XX/XXXX I get notice that we have a escrow surplus check heading our way in the amount of {$3300.00}, due to the large surplus in our account. DUMBFOUNDED I call the mortgage company to tell them NOT to send the check, but to send it to my tax agency. They informed me it has already been cut, my escrow payment has been reanalyzed and they are dropping my mortgage payment by close to {$300.00} a month because I had such a surplus. I tried for HOURS - we are talking 4+ - to figure out what to do. I reached out to the county office who had no answers and was shocked, and again called my mortgage company. Finally, they decided the best course of action to prevent future complications was to submit payment by phone as escrow only, forward the tax bill to a specified e-mail which I immediately did ( XX/XX/XXXX ). I asked for confirmation of receipt, which I of course did not receive. I called a few days later to make sure they had the tax bill on file and it would be paid. They looked it up, said they saw it in my file and that they had no idea why it hadn't been paid but they would " flag it as urgent '' and promised to make sure it was paid. After two weeks, and fast approaching the penalty deadline, I called again to make sure they planned to pay my taxes before a penalty of XXXX occurred on our account. The woman I spoke with said they usually pay 2 weeks before the due date and not to worry ( which would have been 2 weeks prior to this phone call ). Once again, I was assured it would be taken care of, and that any penalties incurred would be the responsibility of the loan servicing agency. In XXXX ( after being charged the penalty ) we called multiple times to make sure it would be paid by XX/XX/XXXX, the second penalty. I was told on one phone call that " people have bigger problems right now than taxes. People have lost their jobs, people are losing their homes and your tax woes are minor in comparison. '' They told me to stop calling and trust it would be taken care of. Since it wasn't, I called again ... this time crying over the amount of time wasted and the lady hung up on me when I asked her to please not transfer me. ( After being transferred 3 times and on the phone almost an hour ). I started back at the very beginning with a brand new person ... and immediately asked to speak to a manager to which I was told " we don't have any. '' I'm sorry, what?? Okay, I need to speak to someone above you because I NEED this to be done. " You may not request to speak with a manager. I can give you an e-mail and you can e-mail your complaint. '' I have NEVER heard of being unable to speak to someone higher in authority ESPECIALLY given my NUMEROUS attempts to resolve. this. Also important to note, the e-mail they gave me was the same e-mail I submitted the tax bill to " XXXX '' - which I highly doubt is a manager. I told the young lady that I was absolutely exhausted with the time spent trying to sort out a problem that was not my error in the first place. She LITERALLY responded " Ma'am, it is no one 's fault. It is not ours, not yours. '' FALSE - It is ENTIRELY your companies fault. XX/XX/XXXX, we are notified that a payment of {$320.00} was made for our taxes. (?!?!?!? ) When we called our mortgage company ... not only do they have NO IDEA why XXXX was paid instead of the now XXXX ( because of the XX/XX/XXXX penalty ) ... they have NO IDEA where it was paid to. The person on the phone can not look up the payment, the check, etc. We are OF COURSE told they would flag it and look into it. The guy we spoke to seemed diligent in his attempts and asked we give him 10 business days before checking back which would be mid last week. Today is XX/XX/XXXX. Our taxes have not been paid and multiple penalties have been incurred. Our escrow ( despite no less than 5 times requested to be reanalyzed ) has dropped so much that we will be THOUSANDS off next year at tax time, and our payment is going to absolutely skyrocket. So I am having to set that aside and escrow myself so we have the money when they eventually correct their error. ( Already, last year they had done such a bad job estimating that our payment amount went up {$250.00} A MONTH to account for their bad analysis in the first place. ) I am worn out. I am exhausted. They are the worst COMPANY, not just mortgage company I have EVER worked with. I have today {$5000.00} sitting in my escrow account to pay these taxes ( minus the penalties which are not my responsibility ) and am begging them to simply do their job. Not only this, but then I tried a different avenue, simply asking them to release me from escrow so I may pay my own taxes, to which they sent a denial letter. PLEASE help us get our taxes paid. I have no other avenue or person to reach out to. I have exhausted every other option and am at a loss as to what to do. Every time we call, we get a new person, we relay the WHOLE story and we get the same answer ... " flagged urgent. Taken care of. '' So PLEASE PLEASE PLEASE don't stop with that answer. So grateful, so thankful for your help! Warm Regards, The XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortgage has reported on XX/XX/2020, " Between XX/XX/2020, and XX/XX/2020, the following remark was added to this account : Affected by natural disaster. '' This statement is neither authorized nor correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: As of XX/XX/XXXX Shellpoint purchased my loan from XXXX I had a balance with XXXX of {$130000.00} and paid of {$7000.00} before they took over now I have a balance of XXXX. I also began a modification review with Shellpoint in XXXX of XXXX because I couldnt pay XXXX of mortgage and it went up again to XXXX so I requested a modification I fell behind but always paying. On XXXX I requested a modification and they continued to charge late fees, and other fees while under review. I then got an approval letter in XXXX XXXX, XXXX to immediately begin paying a trail payment of {$960.00} beginning XX/XX/XXXX not giving me a chance to recover what I was behind XXXX and XXXX. They have since reported me to all three credit bureaus at a highe mortgage payment owed XXXX instead of what I actually owed thats unclear {$130000.00} and Late payments for the months in which I was under review for the modification affecting my credit by aproximately 40 points from where I was hurting my credit. Covid 19 took a toll on everyone and Shellpoint didnt take this into consideration and continued to report my balances incorrectly and lateness while under review.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32926
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I called my mortgage servicing company to as what they are offering as far as forbearance plans because I am a XXXX XXXXXXXX and wanted to be informed and inform my clients. The company, New Rez, under Shellpoint Mortgage Servicing, told me someone would call me back. They never called. Instead, I got a letter stating that I was now in a forbearance plan and did not need to pay my mortgage payment. I called them to clarify that I did not need the plan, I just wanted to get information. They apologized and even said that they would file a complaint on my behalf for the misunderstanding. After a few confusing letters contradicting each other, I called them back again on XX/XX/XXXX. They reassured me that I was not in a forbearance plan and that nothing would be reported to the credit bureaus. On XX/XX/XXXX, today, a change was made to my credit report stating that my mortgage was " affected by natural disaster ''. This is exactly what I did not want to happen. I never agreed to any terms of a forbearance plan, verbaly or otherwise. I payed my payment on time, every time. I even pay a {$100.00} more per month to bring my principle down faster. The companies website is https : //www.shellpointmtg.com/
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: NewRez mortgage offered me only one type of forbearance. They offered to put my loan in forbearance for three months but after the 90 days I would have to mail them a payment for all three months. Im not sure what kind of forbearance or help this offers. If I do not have the money for three months how will I be able to pay three mortgage payments all due in 90 days. So if my mortgage is {$1500.00} a month at the end of 90 days they want me to mail in a check for {$4500.00}. This is crazy Not sure why they are only offering this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a loan that was being serviced by XXXX XXXX. In XX/XX/XXXX they paid XXXX XXXX out of my escrow account {$4400.00}. I secured a new policy with XXXX XXXX in XX/XX/XXXX for {$3700.00}. Since XXXX had paid XXXX, I paid XXXX XXXX Directly and cancelled the XXXX policy who sent the refund to me. I kept the refund from XXXX because I paid XXXX XXXX and knew that it would all balance in the end. XXXX was listed as the Mortgage company on the XXXX XXXX Policy so I assumed that XXXX XXXX sent XXXX a copy. When the XXXX XXXX policy renewed XX/XX/XXXX XXXX XXXX was paid again by drafting my Checking account. But XXXX placed force coverage with XXXX XXXX XXXX XXXX from XX/XX/XXXX until they sent the request for the coverage to be cancelled XX/XX/XXXX. We became aware of this when I received a letter from Shellpoint that they have placed force coverage on my home. I called Shellpoint and asked why did not XXXX send over the XXXX XXXX policy when the loan was transferred. They said they did not know but if I have insurance, they will remove the forced place insurance when I send the proof. Which I did XX/XX/XXXX. Then I asked my wife do we have any mail from XXXX she handed me the letters from XXXX requesting the cancellation of lender-placed insurance to XXXX XXXX XXXX. I tried to call XXXX and got a message that said that they are no-longer accepting phone calls since they have sold all their assets. I then called XXXX XXXX XXXX XXXX and after speaking with them I forward all the proof of home coverage to them. They said that they would resend the coverage and send they refund to XXXX. I asked why you would do that ; if they are closed and transferred my loan to Shellpoint Mortgage. They basically said that who placed the insurance and that is who the refund would go to. I called Shellpoint again about this and was told that I had to take it up with XXXX. I tried to explain to them that the letter said they would be able to answer all my questions after XX/XX/XXXX. I have attached a copy of that letter for your records. I am concerned because we are talking about {$3300.00} refund that should go back to my escrow account since it was paid out of my escrow account. I have attached a copy of the last statement from XXXX that shows the escrow account was for taxes and insurance and that they were paying the lender-place coverage each month in the amount of {$330.00}. ( I am attaching a copy of the XX/XX/XXXX statement ). I believe that someone needs to make me whole again.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: TX
Zip: 75150
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Re : mortgage with loan no. XXXX for the original mortgage that had been serviced by Shellpoint Mortgage that was refinanced and funded on XXXX. XXXX, the title company, told me that it sent via Fed Funds wire the payoff to Shellpoint Mortgage on XXXX with the wire reference number : XXXX. On XXXX I spoke to XXXX XXXX in customer service at Shellpoint. She told me that my account shows a payoff on XXXX and has no other information about when the payoff was received by Shellpoint and what date Shellpoint uses to record receipt of the payoff. XXXX said she would have data on the payoff emailed to me. On XXXX I received an email from XXXX XXXX of Shellpoint that showed the same thing that XXXX told me - the recorded date of the payoff was XXXX. I replied to Ms. XXXX with the fed funds reference number that the payoff was made on XXXX. On XXXX, Ms. XXXX replied ( attached ) that she can't respond to an email, and that I should contact customer service. But I had already contacted XXXX XXXX in Shellpoint customer service on XXXX and couldn't get any clarifying information. Since Shellpoint had the payoff on XXXX per the Fed Funds wire, but recorded its receipt on XXXX, I'm being charged one extra day of interest, which is {$62.00}, and I would like Shellpoint to send me a check for {$62.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for forebearance with New Rez ( newrez.com ) and was approved. However, I received letters telling me ( felt more like intimidation and threats ) that it would be reported on my credit and negatively affect my credit score. Furthermore that I would be expected to pay it all in a lump sum. They did not offer me options. If I understand correctly your credit score is not supposed to be affected They told me my VA loan was backed up by a private investor and I did not have the same rights under the Federal Cares ACT to qualify with my loan. I knew that this information was incorrect and these were bullying tactics to cause stress and fear. I am no longer seeking Forebearance. However, I want to hold this company accountable and prevent them from doing this to other consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A