Date Received: 2020-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgagor, XXXX XXXX NEW REZ Loan Number XXXX The XXXX mtg statement includes a {$3600.00} in legal fee charges that were already paid when I stopped the Notice of Default and foreclosure proceedings, when I brought my loan current after falling behind on my payments. My account was re-instated and brought current with XXXX, mortgage company at that time. On Thursday the XXXX, it was confirmed by a New Rez customer service agent, the aforementioned charge is due to unpaid legal fees. I find it suspicious that XXXX, in any form or way, failed to informed me of the aforementioned, specially when any fees relating to the default were were paid in full. Is this legal? It is my understanding that I paid all monies owed to XXXX in order to bring my account current. To date, payments have been made on time and there should be no reason to have additional legal fees being charged, when everything was paid in 2018. Why are these fees appearing now? Why would XXXX withhold these fees until the loan was transferred to NEW REZ? I find such actions suspicious and merit an investigation by the bank, on the legality of the charges. I refuse to make these payments. The following documents are attached herein : 1 ) copy of the payoff statement 2 ) mortgage statement. Please have a XXXX speaking agent contact me if additional information is needed. Or you can reach me via email Mr. XXXX can be reached at XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92395
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX, we had an insurance claim on our home and when the insurance company ( XXXX XXXX XXXX ) settled we found that bank they placed was the incorrect mortgage holder, so as we had to enter Ch XXXX bankruptcy due to fraud paperwork, signatures and embezzlement, we were forced to put the supposed bank that was sending the proof of claims to the trustee and our lawyer which was XXXX Investors. But we then were forced to send the check in good faith in late XXXX to a bank called Shellpoint, which we understood doing the debt for XXXX, so that we could have the bank sign off so that we could repair our home and get the other part of the claim money as well. The total claim was for around XXXX, but we only received like XXXX, until work was completed. In late XXXX we filed a demand order to ask why check had not been returned, and in XX/XX/XXXX, had a hearing in Bankruptcy Court and judge demanded check be found and send to us ASAP. The bank then asked for the rights to have check reissued again through the court system and the judge granted and this was done about a week after hearing in XXXX. To date we have yet to see that check and for the most part, Shellpoint has frauded the paperwork that was entered into a foreclosure complaint in early XXXX. We would really like the check forwarded to us as they were asked in XXXX and would be nice if they would forward original mortgage in which they say we are a part of, because those signatures on that so called mortgage is not our signatures.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2020-05-05
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: Good Morning- Since XXXX my monthly mortgage has been {$720.00} every month with no changes until Shellpoint servicing took over this alone. Then it went up to {$930.00} due to forced lender insurance placed. Now that we have those charges lender placed insurance fees were refunded to my escrow, and an updated escrow analysis, my statement is showing that my monthly payment will be {$780.00} and that the escrow balance should be {$1100.00} ... when my XXXX property taxes were only {$460.00}. County Tax XXXX COUNTY {$460.00} XX/XX/XXXX XXXX According to the federal websites I am reading, Shellpoint should not be requiring more than 1/6 of a cushion in my escrow over what was actual due. There is no reasons my mortgage should continue to increase for another entire year and Shellpoint collect additional funds from my monthly payment to float in escrow that FAR exceeds my annuall property tax. My escrow should only be for property taxes and not other amounts of fees. They placed forced lender insurance after sending statements to the wrong address for months when I did indeed have insurance ... now it seems they are using the additional insurance fees in their escrow analysis calculations to increase my escrow unnecessarily. There has never been any lapse in any insurance coverage for my condo or through my HOA, so Shellpoint 's mistakes should not be used against me financially. Are they trying to increase my escrow to grain more capital? ( 5 ) Cushion. The cushion must be no greater than one-sixth ( 1/6 ) of the estimated total annual disbursements from the escrow account. ( ii ) Charges during the life of the escrow account. Throughout the life of an escrow account, the servicer may charge the borrower a monthly sum equal to one-twelfth ( 1/12 ) of the total annual escrow payments which the servicer reasonably anticipates paying from the account. In addition, the servicer may add an amount to maintain a cushion no greater than one-sixth ( 1/6 ) of the estimated total annual payments from the account. However, if a servicer determines through an escrow account analysis that there is a shortage or deficiency, the servicer may require the borrower to pay additional deposits to make up the shortage or eliminate the deficiency, subject to the limitations set forth in 1024.17 ( f ). Sincerely, XXXX XXXX property XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At some point in our relationship with NewRez, our mortgage company, they decided to switch our status in escrow from " lender responsibility '' to " owner responsibilty '' and have declined to pay our city property tax. They are holding over $ XXXX in escrow for our $ XXXX property tax bill. On XX/XX/XXXX, I received a bill from the city claiming that the money was due by XXXX XXXX. I immediately called NewRez and was told to send the bill to them. I did and heard nothing. On XX/XX/XXXX, I repeated the process with another notice to authorize them to pay the bill. Again, I was told it would take a matter of days. 2 days ago, I called them again and was told it may take up to 30 days to resolve the matter and that the fees, penalties, and interest that may be attached to a late payment would also be my responsibility. At no point did we ever agree to have our status switched from lender to owner 's responsibility. They are clearly withholding this money in escrow for exactly that purpose. I have been proactive, calling them the day I was made aware that the bill had not been paid. I am worried about a lien being placed against the house and wonder if I need to have a lawyer on hand
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried several times with my current servicer Shellpoint mortgage servicing time have them cancel my Force place insurance because I have given them proof that I had hazard and liability insurance for my condo. I wrote them two letters to in the form of a qualified written request and notice of correction To The loan servicer by certified mail correct this error under respa however I have yet to receive a response within the required times associated with respa.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There was some type of discrepancy between my mortgage company and the escrow account of my mortgage, I recently received a notification that my mortgage was going to go up, about XXXX dollars every month for a period of one year. When I contacted the mortgage company for an explanation, they wouldnt give me a clear explanation of the matter. I did an escrow analyses, an noticed that the property taxes were not pay on time, which there was a late fee charge, and also the taxes were pay three times instead of twice. The name of the escrow company is ShellPoint mortgage services. I brought things matter to there attention but they still havent gotten back to me and they are being very unprofessional, as if they dont want to deal with it, and I dont think is fair.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91744
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Upon New Rez taking over servicing they have attempted to force place insurance to add wind coverage to an H06 policy several times. There is a master HOA policy in place that covers the unit up to the full replacement cost. The LTV is less than 50 %. We have NEVER been forced to have wind coverage for the contents. This coverage is completely unnecessary and is not required of any of the other property owners in the complex who had the good fortune of not have their loans serviced by NewRez. In the past, New Rez has eventually cleared the matter, but it takes hours. This time they are unwilling to accept the insurance provided. None of the policies or coverages have changed in the past 6 years and this only became an issue once New Rez took over. To make matters worse, their agents are rude and condescending. This company is the company that gives servicers a bad name, and this this case the bad reputation is well deserved.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Talked to their loss mitigation department I was offered a verbal loan modification and then 30 days later they said no to the modification and are now going to auction off my house I have talked to at least 8 different people at Shellpoint mortgage services and appear to be getting the run around I have been making payments all along but now they want to increase my payment amount which I can not meet They even sent back my last house payment twice now
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85295
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I received a letter from NewRez mortgage company stating that they had purchased my account and payment was due XX/XX/2020. I had automatic payments made to my previous mortgage company XXXX Mortgage. I immediately sent an email to no avail. Then I was told they would get the payment from XXXX in fifteen days. However, to date they have not credited my account the {$1200.00} per month I paid and were deducting what should have gone to my principal from my account. I sent them a letter, as well as XXXX. They have threatened me with credit reporting ( until covid ). I do not feel I am required to pay a mortgage twice. It is their responsibility to collect all monies when they purchase the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was under a financial hardship after my divorce and been laid off from my employment that caused me to be behind with my mortgage payment, I have tried several times to seek assistance with my current mortgage lender. Now I'm employed and my area has been affected by COVID-19 causing my income to decrease so I contacted the mortgage company again for assistance with a forbearance program that was approved on XX/XX/2020 but when I call to make the payment I have been advised that it was cancelled. I have been on the phone calling the mortgage company and no one can give the correct answer why the forbearance was approved and than cancelled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07201
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A