Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased an investment property and it was financed with XXXX mortgage and before I could make my first payment the loan was sold to New Rez LLC. I had an escrow account set up to pay my taxes and insurance. First I got a note from New Rez that they were adding insurance to my loan because I did not have any and after numerous calls we got that issue resolved, however then I received a letter dated XXXX XXXX from Office of the XXXX County Treasurer stating my taxes were delinquent on the property purchased at XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX. First thing I did was contact XXXX to ensure the monies had been sent to New Rez for my impound account and the dollar amount they sent. The amount sent to New Rez was {$390.00} and I have made four mortgage payments to New Rez, each time a payment is made {$130.00} goes to my impound account for a total of {$520.00}. With the 4 payments and the transfer the total in the impound account is {$920.00}. I contacted New Rez XX/XX/2020 and shared this information. They had me fax a copy of everything to them at Loan Servicing XXXX and assured me it would be resolved in 10 days. On XX/XX/2020 it was not resolved so I again called them and faxed everything to them again and was told it would be resolved and it was not. On XX/XX/XXXX I called and spoke to XXXX XXXX and my husband emailed her everything and we were told it would be resolved so we asked to speak to a supervisor, of which NONE were available to help us. We were told one would contact us within 48 hours which of course no one did. I again called today XX/XX/XXXX, spoke to XXXX XXXX and of course was told they can not take emails, they had no record of my call with XXXX and that they would send it to a supervisor to call us and again we wait 48 hours. I am in the middle of refinancing this property as I no longer want to do business with New Rez. There is NO EXCUSE for them not paying my taxes on time of {$240.00} and now the penalty of {$9.00} and a Cost fee of {$2.00} to the XXXX County Treasurer immediately. Today XX/XX/2020 I received a letter from them saying it was in response to my inquiry on my loan # XXXX which is serviced by New Rez LLC on behalf of XXXX XXXX XXXX, the owner of our loan and they were working to gather the requested information and they would forward it to us. Not sure I understand that, it should say they have PAID my taxes!!!!!! I have spent 8 to 10 hours of my time trying to resolve this issue with them. I want my taxes paid, they have my money and it should not be this hard.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89135
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan sold by XXXX to New Rez LLC dba Shellpoint Mortgage Servicing. New Rez ltr XX/XX/XXXX says their records show we don't have wind coverage as part of our hazard insurance policy. I called XX/XX/XXXX and subsequently emailed a certificate from our insurance agent to confirm wind coverage. The one in their file was from XXXX, the last time XXXX / XXXX asked for it. Our agent also put updated certificate in New Rez portal, per letter 's instructions. Never heard anything until XX/XX/XXXX ltr saying again they have not received evidence of wind coverage and put Lender-Placed insurance on eff XX/XX/XXXX at cost {$2800.00}. How is that even possible if they didn't ask for it until XX/XX/XXXX? I called again XX/XX/XXXX. Explained that we have always had wind coverage.New Rez said ins processing unit " doesn't think we have it and they want hurricane insurance ''. I pointed out their ltrs do not say that. Ins agent sent email XX/XX/XXXX confirming coverage up to full amount. Today New Rez said it is not acceptable and we must buy hurricane ins. This is another $ XXXX per year. Despite name of the town, house is not near coast on XXXX XXXX, and on slope of mountain at 4,000 feet elevation = not at risk from hurricanes. Only owe $ XXXX mortgage on house worth $ XXXX = 6 % of the value. The investor and servicer have no risk. Previous servicer XXXX initially confused about wind coverage in Hawaii, but agreed coverage is OK. How can New Rez just tell us verbally to buy new insurance when their own official correspondence does not say it and how can they do force place when I am still in the process of responding to them? If we buy hurricane ins it will cover " named '' hurricanes only. Current ins policy already covers all other wind events, just not those caused by a named storm. We never needed hurricane insurance since we built house in XXXX. If they want to make people get hurricane ins as a condition of a new mortgage, that's one thing. But shouldn't impose on good paying, low balance customer after all these years. Thank you for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Shellpoint Mortgage Servicing. I'm also in the process of applying for a refinance loan through another company. On XX/XX/XXXX I began making requests to Shellpoint mortgage for a loan payoff quote. I've made at least 10 requests between then and now. I've called and emailed numerous times and to date, it has not been resolved. I've asked to have it escalated to the complaints department or the office of the president and I've been ignored. At this point it's now been 27 days since my initial request and I'm no closer to receiving my loan document. No one can help me and no one knows what's going on. I'm in danger of losing my refinance loan at this time because I can not obtain a valid payoff. PLEASE HELP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75220
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I called mortgage company in XX/XX/XXXX to ask for Temporary Hardship application due to COVID-19. At the time I was told that mortgage payment for XX/XX/XXXX was already in process, but to put a cancellation on electric payments on payment for the month of XX/XX/XXXX. I was asked to fill out application and that someone was going to give me a call and not to worry because this information wasnt going to be report to my credit. However, until this day I havent receive a call from anyone representing this company. And the company already reported the information to My husbands and my credit report affecting my credit report. When I called today XX/XX/XXXX asking why this was reported? I was told again to wait for someone to call me back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: on XX/XX/20 I applied for Forbearance due to covid 19 with my mortgage company New Rez. On XX/XX/20 I received a letter from Shellpoint mortgage servicing stating I was accepted and to call them. On XX/XX/20 I spoke on the phone with XXXX XXXX, phone number XXXX. She stated they could offer me 3 months forbearance with a lump sum due at the end of those 3 months. I explained to her because I have a VA loan the CARES act required a 6 month forbearance and they were encouraged to put the missed payments at the end of the loan. She said they did not have to offer the 6 months and all they would offer was 3 months with a lump sum. This is obviously useless since if I cant pay my mortgage now how will I pay 3 months of it in a lump sum. I withdrew from the forbearance program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2019 we missed a mortgage payment and there was no way we could then make 2 payments to catch up as our payment is high. They, Shellpoint Mortgage filed against us in XXXX in XX/XX/XXXX. Where we live in Pennsylvania, the courts offer a XXXX County Residential Mortgage Foreclosure Diversion Program. We filled out and signed the papers to participate and gave them in at the courthouse, dated XX/XX/XXXX. We received our workout package in the mail and filled it out with our hardship letter, bank statements, income tax, paystubs and other papers requested. Our first meeting in Court was XX/XX/XXXX. The second.was XX/XX/XXXX, then XX/XX/XXXX. The next was scheduled for tomorrow, XX/XX/XXXX but has been postponed due to the virus. Each time something else was requested or something wasnt dated or the 90 days was up so everything had to b submitted again. Finally received a letter the second week of XXXX saying they had everything needed and would b making a decision. A lawyer was not sent from Shellpoint to represent them, a lawyer from the courthouse did. Last week on XX/XX/XXXX I received a letter stating that we had been denied for a loan modification bc we dont meet the requirements to qualify????? No specific reason. My husband makes {$80000.00} but no reason??? I called our single point of contact at the mortgage company bc I wanted to know the reason we were denied. She said it was bc we had a loan modification 2 years ago and therefore couldnt b approved. But this was known 6 months ago by her. It would have been in our file and she was in charge of it back then. We were approved by Shellpoint to participate in this program to save our house. We submitted everything asked for. We waited while we could have possibly found another beat to save our house. We now owe over {$33000.00} to reinstate our mortgage, this includes all there fees and the charges for the lawyer in court while we never, by their account should have been in court.We waited in the hopes of a better rate maybe while everything kept piling up financially. The woman in charge of our account did not return my call so I called her again. I said this has been going on for months while it was never going bug to b approved. Why???? What if I had been paying for a lawyer this whole time. She said well let me see how many months this has been. And u told her since XX/XX/2019. I called her today bc I stated I was contacting your group and that I was filing an appeal and was told I needed to contact the mortgage company. Im to email it to there loss mitigation dept. And bc its in review Im to contact the lawyers from now on which I did on XX/XX/XXXX, explaining what has happened and asking for a return phone call which I never received. I called again today, XX/XX/XXXX and left another message about what had happened and that we were going to appeal and asked for a call back again. They never should have done this to us. I received a reinstatement letter from the lawyers today, XX/XX/XXXX thats only good until XX/XX/XXXX for over {$33000.00}. We can pay our monthly mortgage and were hoping to have the loan modification. Instead we were lied to bc I guess no one ever really checked our file. They are in the wrong. This is not acceptable what they did. I cant even go to our next court appointment tomorrow bc of this virus. We need help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18301
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My roof was damaged in a storm on XXXX XXXX XXXX. My insurance XXXX sent me a check to have it fixed. I sent it to my mortgage company which was XXXX XXXX XXXX, certified mail only to find out I was no longer with XXXX and that Shellpoint Mortgage was now serving my loan. I have been in bankruptcy for the past 2 years and was never notified this change that took place. Which in fact is the mortgage companies responsibility to let the insurance company know of the change. I had my roof repaired on XX/XX/XXXX and sent the check out certified to XXXX XXXX where XXXX XXXX was located not yet aware of the change The check was than forwarded 2 times in XXXX AZ, 2 more times in XXXX XXXX XXXX and then 1 more time to Ohio where Shellpoint is located. After all of that they could not endorse the check due to their name not being on it and sent it back to me with the wrong return address on it and it ended at a lawyers office in XXXX and they in turn forwarded it to me. This took about 2 plus weeks. How could my NEW mortgage company not know my address. I recently sent the re-issued check and I need it signed immediately so I can pay the contractor that fixed my roof. This has been 6 weeks this man has been waiting to be paid. Everyone is experiencing difficulties at this time and he sure could use this money I owe him. Shellpoint is pathetic and I would like some help if possible. I have contacted the XXXX and I have read complaints regarding similar things that other people have experienced with them also. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-04-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am in the process of my modification. I submitted all documents. Without warning they put a sale notice on my door.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2020-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage with Shellpoint Mortgage, Account # XXXX, was transferred to XXXX, effective XX/XX/XXXX. For reference, our new account number with XXXX is XXXX. Our final statement received from Shellpoint was dated XX/XX/XXXX and indicated an escrow balance of {$5200.00}. Our first statement from XXXX indicated only {$2400.00} in escrow that was transferred to them. There was also {$560.00} transferred to XXXX, as additional principal, which is a mystery amount. See attachments. There is an amount of {$2100.00} missing. I telephoned XXXX on XX/XX/XXXX and spoke to a gentleman, who identified himself as XXXX XXXX. XXXX stated that on XX/XX/XXXX, Shellpoint took it upon themselves, in error, to take out a lender based insurance policy on the property. This never should have taken place, as I had provided evidence of our homeowners insurance to Shellpoint, via email on XX/XX/XXXX and that receipt of that email was confirmed back to me on XX/XX/XXXX by XXXX XXXX, with a copy to Shellpoint Mortgage. See attachment. At no point was I informed that Shellpoint was taking this action, nor have I ever seen proof that this insurance policy exists. Mr. XXXX states that this was done in error and that Shellpoint will cancel the policy and have a refund sent to XXXX XXXX, which seems to be some company that is related to Shellpoint, as XXXX XXXX is the entity that confirmed receipt of my email in XXXX. Shellpoint no longer holds my mortgage and, as this is the second complaint that I have had to make with them to the CFPB, I would prefer that the funds are refunded directly to me and immediately. We are in the process of refinancing our mortgage and it will move away from XXXX within the next week or two. My fear is that we will be chasing our money between two many entities and, in the meantime, our escrow funds will be short for our upcoming property tax payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02116
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint purchased by loan following XXXX bankruptcy. When the transfer occurred they added my mother back on the account ) XXXX XXXX XXXX ). She was never a signer on the loan. SHe also quit claim deeded her name to the property over 10 years ago when she filed for bankruptcy. Title of the property is in Trust and they appear to not like that. There is nothing they can do about it 15 years later. Technically, leaving my mother on the account would discharge the debt which would be adversarial towards Shellpoint, the new loan servicer.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A